Ashley Store — Local services in Virginia Beach

So, I started shopping last weekend, long to short, had made up my mind, had a deal struck. Really good salesman (Raymond) and all was well but for 1 little hitch: Raymond was off today but he came in (as he said he would yesterday) to finish another deal, was dealing with his manager, "Nick", who was good, up to a point. It came down to this: Ashley Furniture apparently has a "policy" that says if they cannot get furniture into your home, they want you to sign a waiver alleviating them of responsibility of damages, home or furniture.... If you don't sign off on this, they can charge you 20% "restocking fee" (for regular inventory mind you) or credit you back in-store and if you get something else (other than what you wanted) you don't have to pay this restocking fee. So, you basically will get yours one way or another, at buyers expense. WTF??? I came in to buy furniture, If some sub-contracted company fails to deliver, I pay a re-stock fee...?? Not no but Hell no. "Nick" tried to convince me that they don't get paid unless they deliver. That's a lie. They (the delivery drivers) are not working commission. They legally get paid if they're on the clock. (So I guess, "Nick", I'm just "above average" since I KNOW that the delivery guys are hourly, they'll be paid regardless. So, I tell him no deal. He says okay, walks off. Ten minutes later, standing at the very same desk I had already been at (I took the time earlier that day to get my approvals for financing) this black sales guy that had been working with this black female brings said female to counter, flirts a little with another finance woman (black female) that had been doing nothing else if not ignoring a customer (me) and sits down this next buyer. I watch long enough to gather I'm just the wrong color to shop here as Ms. Do Nothing is all about signing next buyer up for financing. I get "Nicks" attention, let him know its BS that I've been there being ignored, why is she being served first? He says that they cannot close accounts at desk, I have to call [someone] else to close my line of credit down. What!! "I CLEARLY told you why I was standing here when you asked was there anything else, why did you walk off and not explain this 10 minutes ago???" "Nick" is a BS liar. (Just what that location needs). So, regardless of any one thing, Ashley Furniture wants me to accept financial responsibility for their inability to deliver furniture at MY expense. Idiot mentality at best. DO NOT WASTE YOUR TIME SHOPPING HERE. RESPONSE TO ASHLEY RESPONSE: There was NO confusion. I am, along with many others I am sure, not about to pay 20% for people not being able to do their job. How about this: We'll set up a date and time, if the sub-contracted company does not do as we settle on (date, time, quality) then YOU pay me 50% (cash. Not store credit) for my wasted time and effort. Sound like a plan?? Of course not. You're not an idiot, are you? Why would I commit to 20% (any fee for that matter) restocking if you have people that are not capable of doing their job? I'm not a idiot either ;) I have a standard home with a standard front door. I'm supplying the location, YOU supply the goods. Cannot be any more...

UPDATE:

While the in-store staff were very friendly (Jim my sales guy and the staff doing paperwork were all great people) my overall experience with Ashley Furniture has been incredibly disappointing (to put it lightly) • Mattress delivery was delayed multiple times lots of varying info and eta -wouldn’t have been an issue except I have terrible back pain. • Sectional arrived broken • Second delivery team was unprofessional and failed to secure the sectional pieces properly. • Promised delivery refund and gift card were never received. • Multiple calls and messages to store management were ignored, I mean utterly ignored no attempts to fix anything at all. I also want to note that every single time I asked to speak to the manager, whether it was the weekend, the weekday the morning or the evening, this person was never available at all, they were either not in, sick, unavailable, or a customer. I was in Retail management for years and was consistently available and have no idea what the deal is with this person is. • A 90-day sleep guarantee was mentioned at purchase, but I was later told I was outside a 30-day window — a timeframe that was never communicated to me. • If no one calls you back (like the manager..), how are you even supposed to use the guarantee? • Management failed to follow through or provide any accountability.

After years as a loyal customer, I’m shocked by the lack of professionalism, transparency, and basic follow-up.

We will absolutely not be using them ever again and I will be doing a full review on my social media and tagging Ashley Furniture with photos about this mess.

My old review:

So far so good! We went in on black Friday, thinking it would be easy too overwhelming and we wouldn't find anything. As SOON as we walked in Troy greeted us and made us feel so welcome. She was busy with another client and putting in their order but I interrupted her to ask about a livingroom set and needless to say we bought the set. She was wonderful.

Also, the service dept. hung up on me a few times, we hadn't gotten to speak yet at all but it looks like they were supposed to be calling us to schedule a delivery and when I'd call back they'd pick up, but immediately hang up.. so weird.

Anyway, I called the store to double check, sure enough that's why they were supposed to be calling and I was afraid that if I can't get them to answer, how on earth do I schedule?! But Kelly Wallace spoke so warmly and sweet and set me up with an appointment on her end.

All in all highly...

BUYERS BEWARE! This was my first and definitely will be my last experience shopping with Ashley. I purchased 5.1k worth of furniture from this store. On the day of the delivery the delivery team didn’t have the appropriate equipment to assemble my furniture, which is absolutely absurd when your customers pay for white glove delivery, and my delivery was delayed over an hour as they hand to go get the proper equipment to assemble my furniture. When they finally arrived, they were unprofessional and incompetent. What they did put together wasn’t finished properly nor placed in the correct space. When asked to place furniture in the correct spot they argued it wouldn’t fit to avoid having to correct there mistakes and complained about how they were behind on time with their deliveries. Not my problem! I paid for a service it should be done correctly. When we finally get to my bedroom set, the slats were broken and the bed had to be sent back.

After going through an unnecessarily difficult process to get a new bed sent in a timely manner I opted for a refund. After countless calls and messages, I finally spoke with the manager Sean and was told the refund would be returned to the debit card at time of purchase. After waiting weeks, another set of endless calls, and multiple trips to the store, I am finally told that I will not be receiving a refund back to my debit card and instead they altered my financial agreement without my knowledge or consent to make it so I financed less, to avoid having to give me the difference back on my card. Unethical business practices and no integrity!

The furniture that we did keep is way overpriced for the quality. Save your money and shop somewhere else. Once they have your money they no longer care about you or the quality of service they provide. I will never shop here again and will tell everyone I know to shop elsewhere. Will also avoid their sister store...