Ashley Store — Local services in Pasadena

Here is the rundown of the horrendous experience I and my family experienced with Ashley Furniture store(s) in Pasadena, Maryland, Hunt Valley, Maryland, and with Ashley Corporate. We attended the grand opening of the Pasadena store 10/29/2022. We purchased a new center and side table set, plus the extended warrant for $1,600. The assembly guys broke the table during assembly and the store nor corporate will replace it. The warranty company which supposedly “covers anything, even hitting it with a hammer”, per the sales associate named Liz O'Brien, will not cover it. Initially we met Liz O'Brien, the general manager of the Hunt Valley store while she was assisting as a sales associate during the grand opening of the Pasadena location. Here she made us feel welcomed and we then drove to her Hunt Valley store (80 minutes and 65 miles away from us) just one month later and purchased a $5,000 bedroom set. At this time the center table had not yet arrived and when it did arrive it was broken. I contacted Liz and was told I had to come to Hunt Valley from Pasadena, MD. I did so and when I arrived Liz's initial sweet, charismatic, and friendly attitude which sold us over and gained Ashley a grand total of more than $7,000 become cold, bitter, antagonistic, and rude. She became irate when I told her I wanted a new center table or a refund and said I was “being petty about a some damage that could be fixed”. I told her with this type of customer service I wanted to cancel my $5,000 order from her store without the 30% restocking fee because I'd already waited 6 weeks for the delivery of the bedroom set. Their contact guarantees a delivery within 14 days. Ashley breached their contact more than once during this experience. Every time we inquired about cancellation and or the status of the bedroom set it wasn't even in their warehouse, so how can they threaten a 30% restocking fee for something that hasn't even been stocked to them? The answer is they legally cannot, yet Liz was holding my money hostage. After waiting 16 weeks for the bedroom set to be delivered, they brought in a damaged bed frame, headboard, and drawers. It looked liked it has been run over by a tank and left in the rain. There were countless scratches, warped wood, chips, and a handle installed on the interior of the drawer. The two dressers, side tables, and accessories were all fine; the bed was the only damaged piece. The delivery guys said if I refused the bed itself they had to take everything back, including the new mattress. They then attempted to convince me that the warranty company would cover their shotty assembling and factory damage, which it will not. The delivery guy then tried to trick me into signing for the furniture and not refusing it by saying if I sign an accept it that they'll send a technician to fix it. I told them I'd only do this if someone representing Ashley would sign a contract that acknowledged the damage; which of course they refused to do. They took all the pieces back. Meanwhile, the guy then began cursing in Spanish, stomping all over my house without regard to my property. At this point we had donated the old bedroom set to charity the day before and were left without a mattress or anything else. Magically, the next re-delivery of all new items came on the last day of the new 14 day window. The new set was in excellent condition and we accepted it. Meanwhile, throughout every issue I had with Liz O'Brien, the Pasadena store, and the Hunt Valley store I attempted to involve Ashley Furniture corporate who was unwilling to get involved. Each time I got a canned response about how all Ashley stores are Independently owned and operated, and how Corporate provided the Ashley trademark name, but does not support their stores. This leaves customers at the mercy of con-artists like Liz O'Brien and whomever own the Hunt...

Awful experience!! Went in to purchase new furniture for our new home. Once we found the sectional we like the sales associate informed us that he would look to see if it was available in the smoke gray color we wanted. Geoffrey stated there was only 1 in stock and rushed us to purchase, although we were still shopping for other furniture. When the sofa was delivered it was the wrong color so i sent it back to the warehouse. Immediately after the delivery guy left, i reached out to Ashley furniture to let them know that is was not the color i wanted. The sales guy geoffrey stated i could come in today or tomorrow to see if there was something else we wanted. We looked around but didn’t see anything we wanted so we asked for a refund. The front desk associate stated there would be a 30% cancellation/ restocking fee which we felt was unacceptable because we knew what we ordered was not what we received. As we were waiting for the manager to arrive, Geoffrey walked over and asked what our decision was then proceeded to say we “misremembered” what we ordered, which was very disrespectful. Once the manager Emoni came out he stated that it was a “he say she say situation” and we would still have to pay the fee without hearing our side of the story. After explaining our story he went to talk to the general manager. Once he returned, he spoke with the front desk associate about processing a refund. He never acknowledged or spoke to us directly to let us know what was going on. While processing the refund the front desk associate needed assistance from the manager and he was not knowledgeable at all. We stood there for about an hour and 30 mins in order to get this resolved.Worst experience ever I will never order from...

Not a happy camper after placing an order in store on 2/14/2025 for a reclining couch and was told by the sales guy that it would be delivered in about 3 weeks/early March, but now that it’s been over a month (3/17/2025) and I hadn’t heard anything, I looked up my order status online and it shows it’s not scheduled for delivery to the warehouse until March 30!!! So by the time I actually have it delivered it will have been 6+ weeks since I placed the order!! That’s double the amount of time I was told it would take to arrive!! I even have the sales guy’s text that he sent me stating that it was scheduled for arrival in early March - a blatant lie! Had I known it would’ve taken this long I wouldn’t have ordered that specific couch and would have picked another one that would’ve come in sooner! So very disappointed that I was lied to and now I’m without a couch for another 2 weeks. We just finished an entire home remodel and I was planning to purchase a new dining room set and a new bedroom set from Ashley as well, but I will definitely be purchasing elsewhere since the salespeople here have zero integrity and I recommend you...