Ashley Store — Local services in Williamsburg

Update # 2 - another reason why Ashley is shady. they called me to say they are going to exchange the whole table and it was setup to be done today. The Ashley delivery guys showed up and gave my wife grief because they were supposed to replace the whole table. They said they are only going to install the one part. At that point, my wife called me and when she did that, they told her they will replace the whole table as directed by their corporate office but while giving my wife attitude. However, these two Ashley employees didn’t replace the whole table. They took off the old top and put a new top on and played it like they had replaced the whole table. The funny thing is we have a Ring camera in our house to watch our dogs and the camera recorded them only replacing the table top. Gotcha. I called Ashley and sent them the video of what their employees did. Let’s see if they do the right thing or the wrong because I am tempted to post the video of their employees doing shady work. Shame on the employees and Ashley.

Do NOT buy from Ashley’s furniture. I regret it 100% and would not recommend them to anyone. We bought a compete dining room set and paid over $200 for it to be delivered and put together. They came to my home and put the furniture together. When I went to use the dining table for the first time a week later, it felt very unstable. So I looked at the base of the table and noticed some holes but nothing connected to those holes. I decided to drive up to the store where we purchased the table to look at the showroom sample and noticed that it had a piece of wood to brace the legs that my table didn’t have which were connected to the holes I spoke of earlier. I called their support number to speak to them about it. The support number ordered the wood part but failed to order the hardware to connect it to my table. I also asked for a way to contact their customer service department to file a complaint and they gave me an email. I used that email twice and they have yet to respond to either email. After about a week, I received another wood part but no hardware. I called the support line again about the missing hardware. They stated to me that the hardware would come in 2-3 weeks. So by then, it would have been like 5-6 weeks since I filed my first complaint. I asked for a customer service line and they stated to me that there is no phone number and I would have to use that email. At this point, I would expect my delivery fees to be refunded for this hot mess at Ashley’s. The store is no help either. They sell furniture but they don’t deal with customer service complaints. Unbelievable. Stay away from Ashley Furniture.

UPDATE 1: Someone from Ashley replied to my feedback and asked me to call the number that I called originally only to be told to use that email that was given to me originally that no one replies to. What a joke of a company. DO NOT BUY FROM ASHLEY’s if you expect good...

This store's business practices are absolutely abhorrent. They will lie about delivery dates both to your face and over the phone. They will promise delivery at certain times and then not show up or have the decency to call you to tell you it's not coming. We paid in cash $5,000 for a sectional and 2 chairs, and were told they'd be delivered in a week. When they didn't come, they said next week. When they didn't come they said a month. When you buy a piece of furniture, they will gloss over this tiny initial block that says all refunds will be issued as store credit. So Ashley has $5000 in cash from me, and has completely failed to deliver on their promise. Commented under this review will probably be the phone number to Ashley Customer Care, who I have already spoken to twice, and are also unable to help. The problem here isn't waiting 6 weeks for a couch to be delivered. The problem is lying about delivery times. I would have never bought it in the first place if I had known it would take 6 weeks. And good luck reaching the store in the first place. I called 22 times yesterday, and not a single person picked up the phone. Everyone working here should be ashamed of how they treat customers who give them so much money, and are upset when services that have already been paid for are not rendered. Ridiculous. I will gladly update this review if at any point they do anything to try to remedy this situation, but as of right now, nothing...

Update 9/17/25 - When we purchased our new furniture — sleeper sofa, full bed frame, full mattress & foundation we were so excited. In the last three days we have learned that:

1. the delivery date had changed without anyone communicating with us. We found out by calling to confirm delivery.

2. the color of sleeper sofa was no longer available & Ashley Furniture chose a different color sofa for us without asking or talking to us about it and even with the different color the sofa still wouldn’t be delivered until a week after originally scheduled; and

3. when the bed frame was delivered today the slats to support the foundation were the wrong size, and that it will take 7-10 days to deliver the correct size slats. So much for “white glove delivery.”

When I first posted this review at the time of purchase, I was excited to share that we would certainly come back to shop at Ashley again. Sadly, this is no longer the case. The lack of care & concern on the part of the store is ridiculous and frankly disappointing.

Update 9/14/25 - We just learned (by us calling the store) that our order has been delayed. While we understand that delays happen and we are disappointed that we won’t be receiving our order on the previously scheduled date, we are more disappointed that this information was not communicated to us by the store or the customer care...