Ashley Store — Local services in Sterling

If I could give 0 stars I would, but unfortunately Google reviews only allows 1 star ratings as a minimum. So where should I begin? Maybe with the fact that when we first moved out to VA we purchased over 5K worth of furniture from Ashley which we've already had several pieces break in less than a year. Our couch support under the cushion literally came apart and no my wife and I are not 300lb+ individuals so it shouldn't have broken that quickly. The lift top coffee table we bought from them basically fell apart after 8 months of light usage.

Now what brings me to my current review, while we had issues with Ashley furniture in the past, they were always willing to have someone come out and repair it when there was an issue, but not this time. I bought a end table from them back in Oct 2020. They told me it would take 12 weeks to get the table which wasn't a huge deal because it wasn't needed immediately and I could afford to wait a few months for it to arrive. They tried charging me $170 for delivery on a 300$ table because that makes a ton of sense so I opted to go down to Frederick, VA which is where their distribution center is (1.5 hours each way from where I live), but to save $170 on the delivery it seemed worth it. The box looked fine when my the folks at the distribution center loaded it into my truck and we brought it back home. This is where the problems started, as you can see from the pictures I attached to this review there were multiple problems with the table. The table had the worst construction I have ever seen. It was cracked at one of the main support areas where the leg goes into, the front portions of both drawers had fallen off and you could see the nails and glue that were supposed to hold these pieces in exposed. I found a few exposed nails sticking randomly out of broken pieces of wood.

I contacted the local Ashley store and asked them on more than one occasion what they were going to do about the damage. The store told me to call their customer service number, the customer service people told me to call the store and after playing that game twice in a row I got tired of the ring around game they were playing. The only suggestion the store or customer service gave me was to take the broken table that I didn't have the original packaging for back to the distribution center for return. So you want me to drive ANOTHER 3 hours to take back a broken piece of furniture your POS company couldn't even verify wasn't broken before I picked it up. Worst customer service I've ever seen, I won't be buying another piece of furniture from Ashley ever again after this. If you want similar furniture to something like Ashley in the Sterling area please do yourself a favor and go to somewhere like Belfort where at least seem to have slightly better quality furniture and you shouldn't have such a terrible experience if something breaks or is given to you already broken.

No one at Ashley verified this damage wasn't present before I arrived at the distribution center. I signed the pick up paperwork under the assumption that the undamaged box wouldn't contain damage inside of it. Of course Ashley is hiding behind the terms on their pickup form as if they had done some sort of due diligence (QC) on the items before they were picked up by their customers. So now i'm stuck with a damaged table and a POS company that won't get me a new table or take back their...

Complaint Regarding Faulty Furniture from Ashley Furniture... Very Very bad product and service from Ashley. This store people only know how to fool customers. They show something else in the showroom, and once purchased, they deliver a defective product. I had a very bad experience and suggest the other customers look at other furniture brands; if possible, try an Amazon, Wayfair, or any other online purchase. The good thing is if you are not happy with the product or the delivered damaged product, the 30-day free return saves you a lot as compared to Ashley, who does not provide such a return offer. Their return policy comes with a 30% penalty charge on your total purchase; in any case, they accept to return, which is very unlikely. Description of Issues: Console Table Damage: Upon delivery, I immediately noticed that the cloth on the top of the console was severely damaged and torn. As per Ashley Furniture's policy, any damage or issue upon delivery must be reported to customer service, which I did promptly as a loyal customer. A claim was opened, and I was assured that the issue would be addressed. The initial complaint was filed on the delivery date itself, yet, to this day, the product remains unresolved and still in the possession of Ashley Furniture. What is even more frustrating is that, despite numerous attempts, your team has attempted to deliver the same faulty product four times, disrupting my family and causing significant inconvenience? Each time I raised my concerns with customer service, I was provided with reasons related to ordering a new console, but no action was ever taken, and I continued to receive the damaged product. This level of customer service is not only deeply frustrating but also entirely unacceptable. I am appalled by the repeated failures in addressing this issue, the lack of communication, and the persistent delivery of a faulty product. As a paying customer, I expect a timely resolution and a replacement of the damaged console, not continuous delays and poor service.

Sofa Defects: The sofa had exposed staples at the bottom, which caused a sharp scratch injury to my foot. This defect presents a danger to all family members, especially my 6-month-old infant, who has recently started crawling and exploring the floor.

Potential Hazard: The defective condition of these items poses a serious safety risk to my household, particularly for my infant. If the faulty product remains in our home, it could lead to injuries or accidents, which is deeply concerning for the well-being of my family. Resolution Sought: I have reached out to Ashley Furniture regarding these issues, but they refuse to take the product back or provide a safe replacement. I seek their assistance in resolving this matter. I made various requests to prevent any damage to my family from their nasty product, but no use. Once the product is sold, its all customer liability period. This is a real example from a damaged customer...

TL:DR: Paid $1500 for a mattress that should have shown up 4 months ago, and almost never hear from them about it. Do not shop here

Sept 2nd. 2024 I purchased an Ashley Brand hybrid mattress from the Ashley’s Furniture located at 45633 Dulles Eastern Plaza #134, Sterling, VA 20166. We signed an agreement that the mattress would be manufactured and delivered in 4-7 weeks. We are charged through credit card before leaving the store, and the $1500 clear before the end of the next business day. We were notified days before the 6 week mark the mattress was shipping but would be delayed an additional week because it failed an inspection and that we would be contacted with updates. The 8th week arrives (now Oct. 15th), and we get no form of communication, so I initiate a call asking for an update. I’m told that the mattress is delayed further and I can expect a call later that day from the store manager. After a day without a call, I called back again (Oct. 17, 2024) asking for a manager and an update. After speaking with the manager, we are promised direct communication from him as well as the salesman who we originally purchased with. We were also promised that the mattress would be arriving Nov. 1, 2024 and that we would be notified if anything changed. Nov. 2nd 2024 comes and not only have we not heard back in term of a delivery date, I called the store only to find out that there was another “delay” (which the customer service rep could not define explicitly why) and that the newly updated date is Nov. 20, 2024. I reported this to the Better Business Bureau (BBB) since it seems that they were going to continue to push back the delievery indefinitely without offering a refund or at minimum taking the initiative to CALL ME with updates. Since then, they have been only slightly more consistent with calling with updates. Now, I just received another call saying that the mattress will not be ready for inspection on the Nov 20th 2024 date provided, but instead will be arriving at their store Nov 29th, with the earliest arrival date at my home during the "First Week of December).

I now have no faith, since it’s approaching 4 months, that the mattress will arrive giving that we have paid $1500 and receive no updates about our mattress despite already paying for it. As an apology for the inconvienience they have offered a pillow and $25 off my "next purchase". It feels as if we have been scammed out of our money and they will continue to push the date back until we are unable to receive the mattress or our money back. I wouldn't recommending spending any amount of money in this store. The poor customer service after purchase, the lack of communication, and inability to keep their word has guaranteed that I will not be purchasing anything from this store again...