Ashley Store — Local services in Glen Burnie

I'm amazed this store is still in business. The complete and utter lack of respect and customer service that we received is truly astounding. Late last week, we were looking to buy a couch and love seat set and dealt with George, who at first appeared very friendly and helpful. He was quick to offer to help us "lower the price" and cut us "a good deal." He was all smiles as we signed up for a payment plan that was a bit higher than he originally quoted and we walked away feeling decently about it. Later on, we were looking online to price out some of their bar stools and we found the exact same couch and love seat set...for almost half the price we had just agreed to pay. Finding it weird, we looked at our contract which stated that we had 14 days to price match. We talked about it with George, who so generously offered us a whopping 5% discount. Shockingly, that didn't sit too well with us. We asked about either honoring the price or cancelling, to which he simply asked us to cancel. We talked to the manager, Sterling Moses, who told us he would match it. We asked about why we were told that we couldn't have that sale before, but he was too busy dancing to bother with replying. I get having fun at work, but not at the expense of customer service. When pressed, he gave a customer care number to call as if he didn't care to take care of an issue in his own store. The customer care number, by the way, wasn't even in service. We had to google the actual customer care number, which didn't do us much good as it was then Saturday and they aren't open on weekends! By the time we actually got ahold of someone, we would miss the 3 day window to cancel. So we decided to just count our losses and cancel our order entirely. I was at my weekend job, so my girlfriend went in to cancel our order, since apparently they can't do that over the phone. And yet, she was told that only I could cancel the order since we had put it under my name. I was forced to leave work to come and cancel the order, but when I showed up I was entirely unneeded. No ID was checked, it wasn't the same person who handled the original contract, they didn't even ask for my name! My girlfriend could literally have pulled a random person off the street and they would've cancelled the order without even checking to see if it was actually me. That's incredibly risky at best. Someone could've walked in and changed the delivery address and I would've ended up buying someone else's living room set. Before we cancelled, we asked again why the price was different from the online store. Manager Sterling Moses informed us that he wouldn't honor the online price because he didn't have to. I was absolutely floored at the audacity he had to tell customers, as they were cancelling an order, that he didn't have to honor the prices on the company website. As we left, we asked him for a business card. We wanted to know exactly who to blame for this fiasco, but he rolled his eyes and said he didn't have a business card. Surprised at this answer from the manager of the store, we asked to clarify "you don't have a business card?" He said "nope" and walked away as if he had better things to do than deal with angry customers. Who knows if Sterling Moses is even his real name? Save yourself the headache and order from their website, if you trust them enough to still buy from this company. It's not worth going into the store and being disrespected and treated like you...

I'm a returning customer and I went into the Glen Burnie store on Black Friday Nov. 2023 and purchased a large sofa. The whole experience was bad from the Salesmen (Victor) to the signing paperwork and checking out. No one seemed to know what they were doing, everyone was all over the place and they ended up ordering my sofa in the wrong configuration. I wasn't awear of this because Victor never showed me and had me sign off on the configuration. My sofa was to take 4-6 weeks per my invoice and it took 9 weeks so they were out of contract with me and no one called to explain this. I had to call weekly for updates! Finally I get my sofa and it's completely wrong so I had to paid an additional $150 to have them come back out and pick it up on their timeframe mind you so i had to take off of work to accommodate this pick up. Then they wouldn't reorder the right sofa for me and made me come back into the store for another 1.5 hours to just get the run around about how Tracy the store manger, and Kevin the worthless store manager, and TJ the big boss and Ashley and Patience behind the counter all couldn't do anything for me! Tracy the manager walked around to interview some guy, Ashely and Patience had their hands tied, Kevin was so horrible, unprofessional, and rude. No one took an once of their time to help me get this sofa reordered from the start the right now and sent me on my way with the expectations that everything would be handled on their end. No one ever calls me with an update, I had to call daily asking for an update on my pending order and if it got approved by corporate and then they have the nerve to tell me to come back into the store and redo all of my financing paperwork for the third time! I canceled my order and will go spend my money somewhere else. By far the the absolute worst experience I have ever had and wouldn't recommend this store to save my life. I even called corporate and they said this Glen Burnie store is a franchised owned store so you aren't going to get anywhere with customer service and this location. Sometimes they just don't even answer the phone and when you leave a message they certainly don't return your call. Ashley came in behind the desk after just smoking a cig and smelled so bad, not a care in the world about professionalism. I have kept my cool this whole time and have been understanding and extremely patience but I'm so over this and can't wait to cancel my Ashley credit card so I never had to see or deal with this company again. I wish Tracy, Kevin or big boss man TJ would give me a call. I bet they wont even see this review. Shame on all of them for the the lack of service they provided and I hope no one else gets treated like I did. Two thumbs down for Glen Burnie Ashley Furniture, Never Again, Avoid...

I would caution anybody on purchasing items from Ashley Furniture due to the poor customer service. My review applies to the Glen Burnie store but also the district level office. I purchased some furniture for my living room on Dec 16. It was delivered on the 22nd and placed in the basement because I was busy doing some repairs to the house I had just moved in. I moved the furniture upstairs on the 26th and noticed that the zipper for one of the cushions was busted and that the Chair for the set did not match the other two units. On the 28th, I went to the store and spoke to the GM. He asked me to send him via email a picture of the busted cushion and the mismatched chair. I did what he asked. After not getting a response from four follow up emails and three store phone calls where I left messages, I personally went to the store and spoke to the GM. He was clueless on what I was talking about. I told the manager that due to the poor customer service I received I no longer wanted the merchandise. He told me on that day that he would try to pick it up and that he would call me back that day. HE NEVER CALLED ME. I sent three follow up emails and left three more phone messages within the following week and NOBODY CALLED BACK. I decided to call the customer care at the district level and explained to them my problem. I was informed that my problem would be brought up at the District manager level. I waited for a week and NOBODY CALLED BACK. After a week, I called the District level again, this time, I was patched to the Glen Burnie Store. A different manager, other than the GM, told me that there was nothing that they could do because 72 hours after the delivery had gone by and that I had not reported my problem. This was the answer I got after trying to solve this Issue for OVER A MONTH.

I understand the 72 hours rule for reporting a problem once something was delivered. With this said, some common sense must apply. 1. Merchandise was delivered to a dark basement. 2. The company claims that the furniture has a one-year warranty. I would suspect that they could have sent somebody to take care of the cushion. (BTW I also purchased the 5 year plan.) 3. The chair does not match the color of the other two units.

Here I am writing about this almost two months, eight emails, multiple calls to the store, and two calls to the “customer care” line. I placed a credit card dispute. I am hoping that somebody at a higher level reads this and helps me out. Despite all of the negative experience I still have hopes that Ashely Furniture (Owned by Regency) works with me towards a positive outcome. In such case, I would...