Ashley Store — Local services in Lakeside

I had an excellent shopping experience working with Jordan and Devon. They both exhibited stellar customer service and answered all questions I had with knowledge of the products, policies, and procedures. Jordan, the assistant manager, displayed superb leadership in balancing multiple customer and team member inquiries with passion and a smile. From this experience, I walked away a satisfied customer with confidence in knowing I made the right choice by returning to Ashley Home Store after eight years. I look forward to receiving my newly purchased items this holiday season.

Update On 12/6/2024, I received an update stating all my items would be delivered on 12/7/2024, between 1pm and 4pm. On 12/7 at 12:49pm, I received a phone call from Jose with J&E Trucking, LLC. informing me he was 20min away. Perfect, or so I thought. Upon arrival, Jose who was accompanied by Philippe, started listing items that were not available for delivery as well as some items he discovered were damaged after removing them from the cloth wrapping. I had no choice but to be ok with that, in that moment. As Jose and Philippe began to aggressively maneuver through my home, I noticed they were not being careful with my walls which were light in color. Therefore, I asked if they could be more careful. Jose was ok with the request; however, as the discovery was made that more items were damaged and needed to be send back, he became a bit disturbed and forcefully began wrapping up the items to be returned and headed downstairs. After that, I proceeded to walk down the hall, when I discovered damages to my walls. Upon inquiring with Philippe about them, he began pointing to the walls and stating there was no way they could’ve done the damages and asked me if I was crazy while basing up in my face. At that point, I told him to get out of my house and do not step foot back in. He proceeded to leave while yelling at me and while standing in my front yard. I just moved into this neighborhood. What a way for me to make an entrance. I asked Jose to whom did they report and who could I contact regarding the damages to my home. He replied, “I don’t know”, left the unassembled furniture scattered throughout my home, and departed the neighborhood.

I contacted Ashley Home Store on West Broad - Richmond, VA, and asked to speak to the persons with whom I started my purchasing process, Jordan and Deron, only to find Jordan had been transferred to another store and Deron was no longer with the company. I was transferred to Alexis Miles in Customer Care who while I was informing her of what I experienced, thought it was necessary to place me on hold while I was speaking. Her reasoning was she wanted to inform her manager of my concerns. However, I thought it was very inconsiderate and rude especially considering what I had just endured. I was able to speak with her supervisor Kayla who advised me that she would handle the situation and provide an even exchange for all items that could not be delivered or was damaged.

To this end, I am left with unassembled/incomplete bedroom sets and living room furniture as well as damages to a newly built home. This is extremely unacceptable!

Update 1/21/2025

After a few more incomplete deliveries and inconsistent details regarding my order and store policies and procedures, I can finally say, my delivery is complete. This is all thanks to the amazing Malik, one of the supervisors there, who should actually be one of the managers. He patiently took the time research my order and identified an error previously made by another sales person. Upon receiving knowledge of such, Malik successfully corrected the issue to ensure my remaining items were delivered timely. Just some honest feedback to whom it concerns, you may want to strongly consider who you promote and relocate to managerial positions, for you are truly overlooking the true talent within your franchise. For what it’s worth, based on my interaction with Malik, I am changing my rating from one...

UPDATE: Still no furniture! Ashley even scheduled a delivery for last Tuesday which we confirmed and we got a date/time window. Tuesday comes & goes - no delivery, no communication from Ashley whatsoever. Many attempted calls & looooong holds, finally reached someone today. Now our 2 missing pieces are backordered AGAIN and denied the scheduled delivery at all (we have the emails/texts)! Absolutely horrible furniture experience, lowered rating to one star now. Maybe someday we'll actually get all of our couch pieces.... My wife and I have very mixed feelings about our Ashley purchase...this might be a long review but hopefully helpful to others in the market for new furniture:

The actual in-store purchase experience was fine hence the 2 stars versus 1 star. Our salesperson was friendly and worked with us to pick out 2 sectional couches and ensure that we selected the pieces we needed and that they would fit the respective spaces in our home. We spent a couple weekends shopping different furniture stores and Ashley definitely seems to offer the best value - better looking/made furniture at a relatively good price (especially if you catch a sale). Somewhat of the usual intense salesperson "pressure" but that's understandable in a commission environment. The only real "con" worth noting that would have made the purchase experience better - specifically because we purchased two sectionals from the same line (just different pieces for each) - is if they had provided a list or diagram of couch #1 and couch #2 pieces w/dimensions versus all of them randomly listed on one consolidated receipt. But that's not a major issue...

The absolute pain with our furniture purchase has been in actually getting our couches!! We were given a three week estimate when we bought them on 11/1/2023 which meant we would have them before Thanksgiving. As we got to our third week, my wife called in to get a delivery status update. Lo & behold, there's delays for a couple of the chaise lounge pieces and now it will be December before we see them, they won't deliver until everything is in. Not ideal but that's fine as long as we get them before the birth of our child in mid-December...which they assured us was not an issue. Call back in December for an update - there's another delay but, mysteriously, the missing pieces are only 1 chaise lounge section and 1 middle double seat section. But we're okay with it because those should arrive within 1-2 weeks right before our daughter arrives. Call back again the week of the pending birth and guess what? There's another delay and this time it's now 2 chaise lounges again and a DIFFERENT middle seat section that's missing! And now we're tracking for early January 2024... With a LOT of pushback about the "shell game" missing pieces and jumping timeline, we got them to approve a partial delivery of what they had ready the next day. Amazingly, the latest missing middle section somehow appeared in the delivery so we're just missing (still to this day as I write this on 12/20), 2 chaise lounge sections for one of the couches. During delivery, we had to speak with an Ashley rep by phone for delivery confirmation and the new estimated date on the last two pieces is the END OF JANUARY.

As far as we can figure, our couch sections were sitting at the local warehouse as they arrived. As other customers are buying the same couch requesting a quicker delivery, Ashley is giving away our pieces (hence the different items reported delayed) to the new customers so they can close that sale...they already have our money, right?? Called them again today and take a wild guess what we heard - the new estimated dates now February 2024.

I'm done with Ashley Furniture and would not recommend them after this experience. I will say that they have good prices on fairly good quality furniture but, should you choose to buy from them, either ensure they can deliver immediately or proceed at...

Hannah was super helpful in helping us find a sectional that would fit in our living room. She’s very nice and pleasant to work with.

I previously rated them 5 stars for my purchase but my experience with customer service has changed that entirely. Do not waste your hard earned money on the protection plan. It’s a scam to take your money because they provide zero customer service.

I purchased a sectional over a year ago, and last fall the USB on it stopped working. I called customer service immediately and reported it. I provided all the requested information and was told it was covered under warranty. I was later informed it would be a $75 tech fee. It took me a a long time to get that together, but I paid as soon as I was able to.

After that, I heard nothing back. I sent multiple emails to the person that had been dealing with me and got no response.

So I messaged the chat feature, gave all required information, and was told I would receive a call in a few business days. That was in July and the call NEVER came. Last week I called in. The person I spoke to wasn’t the kindest, was telling me that if it couldn’t be fixed with one visit it wouldn’t be covered because the one year warranty had now expired and it didn’t matter that I had begun the process well before that- because I “didn’t call”, despite my many attempts to get in touch that were ignored. Also, at time of purchase we opted to pay for the extended warranty which the customer service agent conveniently overlooked when talking down to me about my warranty expiration. Further, she told me I “got bad information” and wouldn’t have had to pay the tech fee under my 5 year warranty. It’s wild to me to be spoken to in that way for the information I received previously from customer service. She then told me someone would be in touch to schedule me.

The following day I received a call from who seemed to be the same person to schedule me. I thankfully missed the call and when I called back I spoke to someone so kind. I was scheduled and informed that the day before service I would receive a call providing me with a 3-hour window to ensure I am home. I have young kids that I need to get from school, and the only person who can sit home for me is my elderly father who is a stroke survivor. Having that window is important because if I can spare him from getting involved, I prefer to.

The day before scheduled service, I receive a call from the same rude person talking down to me. Telling me I should reschedule for a day I will be home all day so I don’t incur a $25 fee for not being home. They brought up this fee no less than 5 times. They told me it was no guarantee the techs would give me any time window, and if I’m not home there will be a fee.  That I should schedule for a day that I don’t “take my child to work”. My child is 4 and is in Jr. Kindergarten. Every time I speak to a customer service representative I am told something entirely different and then have to deal with being spoken down to because of the information I am getting. It was so frustrating to be spoken to this way and I felt so harassed by this person.  My hands were shaking after getting off the phone from this interaction.

All for nothing apparently, because unbeknownst to me at the time of the call, the tech had ALREADY TEXTED ME INFORMATION to confirm the appointment and time window.

A tech finally made it over and asked for the part that should have been deliver to me for him to replace. This was the absolute first time anyone has mentioned a part needing to be sent to me. No repairs were able to be made.

Update: They have emailed me saying it is an ADDITIONAL $30 for the part that they didn’t tell me about previously. I emailed back saying no and asked for a supervisor to contact me. Nothing. Further, I called multiple numbers I was provided, transferred and transferred and transferred again. After staying on hold for ten minutes I put in for a call back and unsurprisingly did NOT...