Ashley Store — Local services in Waldorf

My experience with Waldorf Ashley store was the worse ever. I highly do NOT recommend shopping there or giving them business. They do not care about their customers or your concerns. My sales associate was awesome, but from the manager to the finance counter, attitudes and customer service was at its worst. I went in recently to look for a few furniture pieces and was greeted by a very friendly sales associate. After my daughter and I picked out some items, we were told to go to the check out counter where I was handed a lap top to apply for credit. I given wrong info about the credit program so when filling out the questions relating to this program and I asked for clarification due to discrepancies; there was one person using the computer and kept telling me to hold on. Meanwhile, I continued to navigate my way through this application still uncertain about its information being said in comparison to what I was told by manager, sales rep and customer service rep. All 3 said different things regarding the program SNAP financing and the first 90 days of credit. It was frustrating. I felt it was like the “bait and switch” the young lady on the computer never really address my concerns or questions, and the manager obviously didn’t know what he was talking about and was giving me the wrong info so when I was expressing how I felt and concerns. He got defensive and told the sales associate to just let it be and let me go who was genuinely concern and was trying to help resolve my concerns. I ended up walking out and leaving the store after the managers comments not even trying to resolve anything. So Ashley must have plenty of business to not take the time to address any of my questions or concerns. After all I’m just a paying customer who was trying to give them business. So I left and called SNAP to ask all my questions, they confirmed that I was given the wrong info and clarify all my questions. Since I really liked my sales associate and felt bad for his coworkers attitude - I really wanted to give him the commission he deserved, so I went back into the store again and told him I really appreciated his friendly and professional attitude and that I would continue to purchase the items because we really liked him. We also discussed what I learned by talking to SNAP in comparison to what he and others were telling me. We were ready to make the purchase and go after 4 hours of being there already. This once again proved to be a challenge. As I was checking out, a very nice, friendly and helpful lady by the name of Kitty was the best. However, she had an extremely hostile, rude and arrogant coworker sitting beside her who was giving me a hard time when we were talking about delivery dates and fees I had to pay. Let’s just say, she caused me to once again cancel my sale and leave Ashley’s for good. I continued to ask her for her name and she refused to give it to me and told me to leave her store and don’t come back and stated she had 3 jobs and can do whatever she wanted with whatever attitude she wanted to give. Neither Kitty or my sales associate would give me her name, so I wash my hands of the whole thing and just left. Never again will I ever shop at any Ashley store. We then walked our selves to Value Furniture and made the purchase there using Snap credit card and there was no application fees or any fees like Ashley wanted just for applying. It was refreshing and easy as eating pie. Thank you Value Furniture for saving the day. On another note, my daughter’s applied for advantage credit at Ashley and was approved but when they tried to use it at Value Furniture they were denied, upon checking into further - Ashley’s customer service rep changed it from approved to denied. Luckily, the manager at advantage from Value Furniture was able to figured that out for them. I’m still appalled that Ashley’s furniture treats their customers that way and allowed this take place. Shop there at your own risk, verify what they tell you and be prepared to pay extra for application and...

Botched delivery+Terrible customer service

Like many reviews on here, we ordered our furniture easily 12 weeks ago, back in late February or early March. Fast forward to end of April, we get a call, YAY! Delivery is scheduled for May 5th, and I'm given a window of time. Cool beans this works. Delivery guys show up, I tell them where to place the furniture, they begin bringing in my bedroom set piece by piece and begin assembling.

1st red flag: I'm standing in the room below them, so I can hear everything, boxes dropping, something hitting the wall and naturally I come upstairs to "inspect" and see what's going on. From what I could see, everything looked OK. So I go back downstairs.

2nd red flag: While the assembly went seemingly fast, completed a little over an hour, it was time to "inspect" the final product and sign off on the job. I walk around the king storage bed, five drawer chest, two night stands and the longer dresser. I look for any cracks, dents, pull the drawers out and everything. I noticed that one of the support structures (mini legs) under where the bed would be placed was leaning in the wrong direction, I let the delivery guy know, he shifts it and proceeds to explain to me that we had a sturdy bed. I proceed to sign off on the delivery manifest and tip the delivery folks.

3rd red flag: My husband comes home, he's excited to see the new furniture and he now becomes the second set of eyes. So he's inspecting everything, similar to what I did an hour earlier, walking around, pulling at drawers, inspecting the services, etc. We pull the top two drawers on the headboard bookcase and what happened, the top drawer handle slides downward, indicating that there was no screw installed on that side, but screwed tight enough on the one side to "appear" that all was well. So we now proceed to pulling out ALL of the drawers within the bedroom set. We then discover there was yet another drawer, this time at the base of the king storage bed, tightly screwed on one side and missing screw on the other. To add insult to injury we look on the wall, behind where the nightstand is and there is dent and scratch, down to the sheet rock on the wall that wasn't there prior.

At this point I locate my receipt and the manifest of the delivery and contact the Waldorf store. It is now a little after 5pm. I call and a female associate answers, I explain we just received our items today, it was assembled but two drawer handles were broken, she noted that, gave me my invoice number and proceeded to tell me to send her pictures, with a brief statement and the invoice number to her email(%$@!@ashleyhs.com). Prior to receiving the information she would relay the information to the service department. I say "ok thank you," we hang up and within 5 minutes I sent the email with pictures, invoice and brief statement. The second day after my initial call, Friday may 7th rolls around and no call, no "received" email back, nothing, so I proceed to call again. Another female associate answers, I explain my previous contact with her coworker and a description of what I needed. As the previous associate stated, send me the pictures, your invoice number while we're on the phone, while stating that the previous associate never received my information after telling her which email address I sent it to. She gives me her email (%$#÷@ashleyhs.com), and within seconds I'm reforwarding the previous email that I sent to her coworker. She received it and let me know that NOW she's going to send this information to the service department and then someone from that department will be contacting me. It's now Sunday, may 9th, no call from the service department, or received email stating "we're working on it." Deeply disappointed once again by this company, not only for the extremely long wait for the furniture, but also the lackluster customer service presented by the associates when a customer is calling for a relatively easy and simple fix. Upon receiving my replacement items this will be the LAST time seeking furniture from...

TL;DR, All Ashley's aren't the same. avoid this one.

This Ashley is unlike any other we've ever shopped with.

The in store was fine. Our salesman was nice, however, he discounted our product to benefit him. He included the GBS protection plan at no extra cost - which means he could have discounted even further, he was just looking to boost his numbers.

We ordered the product, and it was delivered about 6-8 weeks later. (We live out of zone; this wasn't a surprise) When they delivered it, the guys were very, very nice. However, our armless recliner was bent and it wouldn't recline. They couldn't leave it in our home, because it's "not what they do". So they took it back and we had a partial sectional. This wouldn't have bothered me, except when the warehouse called me, they said they had to send it back to the vendor, so regardless, they couldn't resell it and we could have kept it so we could have enough seating for our Christmas guests that were coming. They ordered a new one.

Another month-ish goes by, and we get a call that it's ready to deliver. So we set it up and they come and deliver it. They set up and assembled everything, we signed, they left. Once they left and we started using the couch, we realized they didn't actually assemble everything because nothing was connected except the chaise to the armless. We then had to spend the better part of a hour trying to assemble everything because it was over stuffed and the pieces wouldn't connect. We decide it's not worth it to complain because we fixed the problem.

Less than a month later, we notice that there are three springs sticking out of the wedge, and a piece of wood is in the back of our reclining chaise. We called the store and they said that customer service had to help us, but they'd send our information along. They said they don't usually respond within the 2-3 business days as they should, but they'll be in touch. I believe we waited a week or two and called again, and finally someone called us back a few days later.

The rep said that she was going to send someone out to inspect the furniture (even though we had sent in pictures), and that they would be in touch with us within 2-3 business days. Again, we waited a week or two and called back in. The person who answered the phone redirected us to USQ(the furniture repair company.) to schedule the visit. I called USQ and they couldn't find any record of us in the system. So i called Ashley back and found out USQ couldn't find us in the system because they don't service our area. So instead of calling us, they deleted our work order and no one actually let us know.

The person who helped us on this phone call was incredibly friendly, and worked to resolve our issue. However, the resolution to our issue was that they had to pick up the broken pieces, bring them back to the warehouse to repair, and redeliver them. They couldn't tell me how long this would take, as it depended on "what the tech found when he examined the pieces". This would leave us with two recliners, a console, and a disconnected armless piece in our living room. This was an incredible inconvenience, not to mention the high risk of damaging the pieces by passing it through that many hands. I opted to talk to my husband and call them back.

We had decided we didn't want to risk the pieces being damaged again and going through this whole process once more, so we asked if we could just take a discount to keep the pieces as is. The person who answered the call couldn't give me that answer and had to pass my information to yet another person. I have never heard from this person. This was quite a while ago, and nobody has ever contacted us.

We are now stuck with a sectional that is subpar. We comment on how awful it is a few times a week, and we truly regret buying it. The customer service department has never called us to follow up, and I think they're just hoping we forget about the problem.

We have a few more rooms to furnish, and we love Ashley, but we will go out of our way to never buy from this...