Ashley Store — Local services in Walker Mill

ZERO stars should be an option. BUYER BEWARE. I am sure what ever good reviews they have on here have been written by employees. By far the WORST experience I have ever had with any business in my life. I will be sure to tell everyone I know with every opportunity I get to never give one penny to this terrible store. I have spent over $5000 in this store on my order and I regret every cent! I placed an order in the store on 10/23/17. Bought a couch, coffee and end table, dresser, nightstand, mattress, bedframe, and dining room set. All through out the shopping experience I was told my furniture would be in my house within 2 weeks. I was happy about this because I had just moved from out of state and had nothing. After charging my card they made me aware that the furniture might be 4 to 6 weeks but they said it rarely ever takes that long. 4 weeks pass and I have not heard anything about my order. I call and it is explained to me that everything is in except the bed frame and the dining room set. I was sleeping on an air mattress so I demanded that what they currently have be sent to me as soon as possible because the rest of the items were not scheduled to be delivered for a few more weeks. They were reluctant but finally agreed. On Week 6 when I still haven't received anything or been contacted I called the store to get an update. My furniture was apparently on back order and still not been delivered to them. I told them this is unacceptable and I wanted to cancel the rest of my order they told me to cancel I would need to come in. I come in to cancel and the manager had not left any indication that he agreed to cancel my order and I was told they their policy gives them an additional 2 weeks pass the promised 4 to 6 weeks to make the delivery otherwise I will be charged a fee. So furious of having my time wasted I left. I have been given at least 6 different estimated delivery dates to their store and none of them panned out. When I call the store, the receptionist has no answers as to why my furniture has not came in and keeps saying that the store manager will call me back and he never does. You are expected to remain cal and patient with them even after all of this run around. No one within this company has any answers and fails to deliver on the things they say they will. I have since cancelled the dining set and I am still waiting on the bed frame. They are dishonest and disingenuous and if this is how things are nationwide I am shocked to see that this company is still in business. Ansalan the manager is a liar! And needs to be FIRED because he makes this terrible store even worse than it already is. This is the most unprofessional service I have ever received in my life. I have since reached out to corporate (still waiting for a manager to call back) and made a complaint to the Maryland consumer protections agency. I will be leaving negative reviews on BBB yelp and what ever other review site their is. Do not give these people...

“Unacceptable Customer Service from Corporate – Still Stuck with the Wrong Mattress!”

I purchased a mattress from Ashley’s Furniture in Capital Heights, MD, with the help of my godfather who financed it. My family, including my godfather, has been shopping with Ashley Furniture for several years, but after this experience, I can no longer do business with them. I was very clear about the exact mattress I needed, but the wrong one was delivered. After notifying the store, corporate took weeks to respond to the issue and arrange for the wrong mattress to be removed from my apartment. Eventually, I agreed to an exchange, and Area Manager Malcolm coordinated the delivery of a second mattress, with the plan that they would take the first wrong mattress out of my home.

When the second mattress arrived—three weeks later—I immediately knew it was wrong too, just by feeling it. Even the delivery worker agreed that it wasn’t the correct ultra-firm mattress based on what I had described and the tag I showed him from the correct mattress at another store. As a result, the second mattress was never even brought into my apartment. However, when I asked the delivery team to take the first incorrect mattress that’s been sitting unused in my home for over 30 days, they said they couldn’t. They only took back the second one they brought that day.

So now, I’m still stuck with the original wrong mattress in my unit, and corporate has yet to schedule a time to remove it. Their lack of response and failure to address this situation shows that their only concern is the money, not customer satisfaction. After all this back-and-forth, they’re offering another exchange or charging cancellation fees, instead of simply canceling the order and making things right.

Under Maryland’s Consumer Protection Act and federal consumer protection laws, businesses are required to deliver products as advertised and to address complaints in a fair and timely manner. The failure to provide the correct mattress—twice—and the delays in resolving the issue could be seen as a violation of these laws. If this issue isn’t resolved soon, I’ll be left with no choice but to escalate this further by filing a complaint with the Maryland Attorney General’s Office, the Federal Trade Commission (FTC), and the Prince George’s County Office of Consumer Protection, and exploring other consumer protection channels.

I’ve always been a fan of Ashley’s Furniture, but after this experience, I can no longer recommend them to friends or family. This situation is beyond frustrating, and it’s concerning that such a well-known company is failing to follow basic customer service practices.

To Ashley’s corporate: Cancel the order, schedule the mattress to be picked up and stop dragging this out. This entire process has been exhausting and...

I want to give them zero stars if I could . I went in the store In November to purchase a sectional sofa. They sales person told Me it would take 2-12 weeks to receive the corner chaise which was not in stock . When they gave me my invoice the client name on the form was of another customer. They noticed the mistake and told me it would be corrected. They gave me a second invoice with the other client name but changed the deliver to with my information . Manger told me they would send me an email with the corrected information that day which I never received. I tried tracking my order online and called customer service multiple times and they could not find my order. I called the store again and the person I spoke to told me she would update my information in the system and the order was corrected to give it a few days to track my order. Nothing was found with my information, and again my number for the order was not updated , the person told me that they would call their finance department and someone would call me to give me an update . A week went by and no one has called me or tried to take ownership of the issue . They tell you anything to get you off the phone but don’t take any responsibility for their mistake or even try to resolve the issue. i called them today once again because it’s going to be almost a month and the person I spoke to said they spoke to another department and “they went ahead and canceled the order because they thought it wasn’t processed the first time” which makes no sense. They said now that the item won’t be in stock until January which they gave me the wrong time frame the first time. I called a customer service number and they said my order was cancelled on the 5th of December. Not one person mentioned that the order was cancelled, this was an extremely unpleasant experience and the team they have take no accountability and don’t seem to care. They just care about selling the product . Mistakes happen all the time , but the lack of communication and ownership to resolve the issue is disappointing and unprofessional. Bad...