Ashley Store — Local services in Harrisonburg

Our experience with Ashley started in June. We purchased one of the Ashley Brand mattresses. When the mattress was delivered it was terrible. I called the manager the next morning, and we went back to the store. At that point, we thought the mattress was defective or a there was a problem with the manufacturer, so we paid more and purchased a Sterns and Foster. Ashley delivered the new mattress, which I saw had a problem when they got it into the bedroom. When they laid it against the wall, the mattress actually had a sharp bend approx 1/4 - 1/3 up from the floor. I had reservations about accepting it, but the Ashley mattress had to go! After only a short time the mattress got more uncomfortable by the day. Again, talked with the manager; he had someone from the warehouse come to our home to see what the problem was. In short order, the man from the warehouse agreed there was a problem; he could see where the mattress had been bent in at least two places. So arrangements were made to exchange the mattress. The second mattress from Sterns and Foster was delivered. This time I could only see the end of the mattress because they propped it up against another wall. However, I could see the corner bending, and was being torqued while they were trying to get the plastic off. Again, I accepted the new one, with reservations. I thought if it was just the corner, it might work. I was wrong. This time when I called Ashley, the manager himself, said he would come out and check the mattress. It took him less than 10 seconds to see the problem. The top of the mattress was almost 1" to the right of the bottom of the mattress, the entire top of the mattress was sliding over. Again, went to store. We wanted a refund, but the manager talked us into trying an I-Comfort. I made it very clear that I would only agree to try it if there would be no problem returning it and getting a refund at that point, if I could not use the mattress. (I had tried out a Tempurpedic in the past, and it did not work at all.) Paid more money to get I-Comfort. After two weeks I called to speak with the manager, and was told he was no longer at the store. New "manager" said I-Comfort REQUIRED that we keep the mattress a minimum of 30 days. Did my best to live with it for the 30 days. I could only lay in the bed for 2-4 hours at a time. At the end of the required time, I contacted the manager again, and she said they would not refund money; that we would have to buy a different level of I-Comfort of the same or MORE value. Of course, this means we would have had to pay more money. I told her and the next level of management that we had only agreed to try the I-Comfort with the understanding we would not get stuck with it. We went back and forward with the "managers" and finally, the last week of December, they agreed to refund our money. Bottom line, if you want any level of professional advice about mattresses, or mattresses that will be delivered to your home in the manner they should be in, deal with another store. We firmly feel that all four mattresses had been damaged during the delivery process, and I had to endure the pain of dealing with the damaged mattresses for over six months. I don't know if my back will ever recuperate from the ordeal. Again, be forewarned, go to...

Probably the worst experience I have ever had with any company when trying to correct their continual errors. Recently moved into a new home and shopped at Ashley in Manassas, VA for a new bed frame and sectional. This location sold me a headboard and insured me I did not need the rest of the bed frame to instal. At the time this was the only item we were getting and was told their would be a three week waiting period for delivery and a standard $140 charge for delivering the piece. We opted to drive the three hours both way to pick up the headboard ourselves. Once we got it home and opened the box we learned that you do in fact need the remaining pieces to the bed frame. Even though the bed frame is sold separately and I was ensured by the store the headboard did not need the set in order to be installed properly. I spent over an hour on hold waiting for the distribution center to get back to me. Finally I drove to the store where the only suggestion they had for me was to buy the rest of the bed and have it delivered. I went online myself to look up the parts I needed and told them how if I could just buy the legs separately, I wouldn’t need anything else. The room is small and I did not want an enclosed bed with a foot board. They finally send an email request for those parts and told me I’d hear back by that Tuesday. I still have yet to hear back. And every time I have called I have been told they will call me back.

We decided to give it another go and ordered a sectional from them. At the store our delivery date was the following Friday. Which was perfect because we were leaving the day after. We called the Wednesday prior and ensured everything was good to go. We were told it would be delivered Saturday. I explained how we would not be home and was told Friday. They had a manager call us back who apologized and said he pulled some strings and our order was all set to come Friday between 1-5pm. Awesome. So I didn’t take off work for nothing! I called the morning of just to ensure everything was good to go. Yup. They said we will get a call when they’re about an hour out and will still be there between 1-5. It got to be five thirty and still no couch. I call again and this time I’m told there’s no record of my couch even being on the truck and it hasn’t even been scheduled for delivery. The soonest they could get it to us is next Tuesday. Unhappy to say the least. Still do not have all the pieces to my bed and now I am without a couch for another week and a half. Of course, the store can do absolutely nothing for us for wasting so much...

Here's a little story that happened to me at our Harrisonburg, VA Ashley Furniture Store.

"Policies and customer service are extremely poor. They will greet you and make you feel very important when you first walk in and start shopping around. However, once you buy, and you receive your purchase, they will do anything and everything to make sure it never gets returned no matter the situation.

We purchased some reclining furniture from Ashley Homestore here in Harrisonburg, VA. Once we received the furniture, we noticed a very unsafe hazard when the furniture is fulling reclined. A large gap appears that our small toddler's lower bodies could fit into. This creates a dangerous pinch point if we are not around and our toddlers decide to play around with the sofa and love seat. We know several people with reclining furniture and we found out that they don't have a gap at all. Some even have a strong fabric to cover it. This gap wasn't even a thought in our minds at the store because we've never owned furniture like this. It was never brought to our attention by any employees. Had we seen this in stores, we wouldn't have purchased. It's too large of a pinch point with little ones running around our home. However, after days on phone calls and explanations, and even us offering to pay a restocking fee, Ashley's will only offer us the following deals.

Deal 1: Stick with the furniture you have and deal with it.

Deal 2: Purchase something else at equal or greater value and they will then return the furniture.

Problem with deal 2 is that there is nothing in that store we want."

People, please be careful at this store. They...