Ashley Store — Local services in Roanoke

Updated review on 10/02/2025 Sales experience remains the only good part of the entire process. Initial purchase 5/28/25 Erin H was very helpful, knowledgeable, and patient during our recent visit. She explained features, options and made relevant recommendations. She made the entire buying process very easy, relaxing and comfortable. Wife and I purchased a sectional and bedframe, purchase made under her name.

HOWEVER, After our initial visit, everything since has been comically bad and incredibly disappointing, frustrating and depressing.

After waiting 4 weeks for items to arrive to warehouse for delivery, we were added to the schedule for delivery. Our initial delivery of sectional and bedframe was cancelled (someone called out sick, we were notified morning of delivery), rescheduled, cancelled again (they mistakenly told us they could deliver on a Sunday), rescheduled, cancelled again (on same day of delivery a truck broke down and we were informed 4 hours into the day), rescheduled, and then finally delivered about a month in total later than the first appointment. -Bear in mind each time we had these deliveries scheduled, we had moved our existing couch outside in preparation for their arrival and had to drag everything back inside and setup the living room over again. Delivery arrived at 630 PM (much later than we were expecting). The delivery crew was professional, no issue with them, they were here for 2 hours in total. Multiple pieces arrived damaged and dirty, like they were dragged across a dirty floor, ottoman was the worst damaged and it was clear the damage happened BEFORE the item was wrapped in plastic (as it was unwrapped inside our home and damage immediately seen). The crew took pictures and advised us that manager would get informed and pieces would be replaced and we should hear from someone soon. -2 Weeks later, no communication. Unable to reach the warehouse, so I texted our sales rep who had her manager call me. He (Scott) stated that according the records he could access from the warehouse, NOTHING had yet been done regarding our replacement items (nothing ordered even), and immediately remedied the situation and got the items ordered for replacement and completed the refund paperwork for our delivery fee (due to the massive inconveniences we have experienced so far). -1 Month later, we finally get a call from the warehouse to setup delivery of our replacement pieces for the next saturday available. The friday before the delivery, they call and cancel on us again stating that one of the pieces didn't arrive yet. They said they would call reschedule when it arrived. -1 Month later, after not hearing from anyone about this 1 missing piece I called the warehouse during business hours, no answer, left a message to get an update. -1 Week later (9/26), nobody has called me back, I called Scott the store manager again and told him what was going on, he said we had been added to the call list a few days ago, and they had no gotten to us yet, warehouse has staffing problems, he emailed them directly to bump us up the call list. 1 Hour later someone called to schedule the delivery for this coming Saturday 10/4. -Today 10/2/25, the warehouse called and cancelled on us...Again. This is now the 5th time (in total) we have been cancelled on for delivery. Apparently, they will be short 2 drivers, so they are cancelling on a lot of people. We rescheduled for a weekday this time since Saturdays seem unlucky. Hoping for the best this time and that replacement pieces actually get delivered and are not also damaged.

I cannot in good faith recommend buying anything from Ashley and expecting any kind of reasonable delivery or customer service after the fact. This has been an overall horrible experience and I will not be going here ever again. We have been incredibly accommodating to be here and ready for their delivery on 5 occasions now, but the same courtesy has not been...

Recently we have decided we need a serious interior furnishing upgrade. I've been to several furniture stores before but not Ashley's so I thought to browse there online to see what they have. I saw that they had a lot of excellent wood types that I wanted for my bedroom set.

I decided to go instore a week or so before we were supposed to move to another place to see what they have in stock and for me to see in person especially. I was impressed with what I've seen there, LOADS of options and excellent quality craftsmanship as well as nice looking sets being very well put together. Different colors as well as styles and material. I knew I got to get my husband to come back there a few days later to shop for a couch, to replace a very old one. That's just how impressed I was with the store.

I got Logan Moubray, a great dude, to help me there. Its important to note him here because I'm deaf in both ears and covid wearing masks made shopping near impossible for me but not with him. He was super friendly and knew right away where I wanted the "whitewashed" wood sets. I found the set I love so much, I'm so happy to redo my bedroom completely with a matching set! I told him I'll be coming back with my spouse to shop for a couch on Saturday. He was there as well to assist us. He even sold a fantastic multifunctional coffee table to my husband who was absolutely in love with it! I was so mad too and laughing! Either way, he made it enjoyable and we found a great couch to go with it. Right size, right material, right color, and right about of plushiness.

Money wasn't an issue for us, but paying half down right away was convenient, I was expecting to pay in full, more of the reason why we went back again a few days later. He thankfully warned us that it can take a while with the shipping. Turns out the coffee table held up the wait but with this kind of craftsmanship, particular wood type, all the lovely details that goes with it, its well worth the wait! We bought the set early April I believe, and we got ours shipped in to our home today!

Ashley's Furniture is absolutely the best furniture store I've shopped at. I'd highly recommend this place so much and I'd go back there AGAIN for a lot of other little things we need to replace eventually! My husband and I are very happy! Thanks...

Do NOT shop here. Save yourself some time and energy. I purchased furniture from here because I would be new to the area and moving here from another state. After making a deposit with the understanding my furniture will be guaranteed to me on December 2 this was not the case. I moved here from another state with no bed so having this delivered to me on time was important and I made the sales clerk who happens to be the owner aware of this. After making payment they reached out and said they could not make the delivery until December 9. I was willing to compromise and make due until then the day came for the delivery and I was home all day. I received messaging from Ashley until the point of actual delivery. My delivery window was between 4 PM and 6 PM. I received a message around 2 PM that my furniture would arrive early. I was home, so this was perfect 3 PM came and no one had still come. So I figured I would give it time until my actual delivery window 4 came And then 5 came And I decided to give the store a call. There response was that someone had come by I said I was here all day no one stopped by. I asked for proof of a phone call because no one called me. No one text again I had received messaging all day so it is my thought process that if you came and no one was there, it would have been a note left or I would’ve received messaging saying sorry we missed you or something, this goes to their lack of customer service. They only care about the sale. It took for me crying legit tears for the owner to make it happen with my furniture delivery the next day and come to find out the guys who “tried to deliver” the day before were just lazy and did not want to come to the 3rd floor. If you are thinking about it don’t do it. Shop somewhere else and save yourself the trouble. You will be left as the consumer spending money to a place that does not care about you or your need for...