Ashley HomeStore

Write a Review757-457-0020

CLOSED NOW - Opens at 11:00am

great experience... Tracy Nixon was very professional and kind ... he was always there when we need it with answers to any questions ... Would recommend the store and his service to anyone

We found a piece of furniture we had been seaching for and were excited about the purchase. When we found outIt was going to take over a week for it arrive we were a bit disappointed but figured it wasn't too much a big deal. When we received a call that our furniture was available for pick up 10 days after we purchased it we were thrilled. However when we brought it home we realized it was damaged. And what was worse was the part that was chipped was not done during us bring it home. We knew this because there were no pieces of shard wood in the packaging. Which meant the item failed to be inspected prior to packaging and disturbution. In other words they didn't care it was damaged when they gave it to us. I called the store immediately after we noticed it and assumed they would take care of this without a problem. But no, they offered to have a svc member come out a month later to check out the damage and make a decision whether it could be fixed or replaced. We thought a month for an opinion was an excessive amount of time. My husband offered to fix it himself if they would be so kind as to order the part needed and notify us when it arrived. Well about a week and a half later we still hadn't heard back from the svc dept.I decided to call and find out why we hadn't been notified about how long it was going to take to receive the part. I was then told the part had already arrived 4 days ago. When I asked why weren't we notified. The answer I got was a simple, I don't know. Huh I thought . Some answer, they might as well said we could care less. Thinking it was about to done and over with I asked when could we pick up the part. We were told the next day. After making 2 trips and 3 phones calls the part was finally available for pick up. But the wrong part was ordered. We were then told they can reorder the part or just order us a new table. We agreed until they told us it will take 4 -5 weeks because the item is on back order. This is BS we said to ourselves. They haven't offered a sincere apology or any other resolution. It was basically as if they were saying take the damaged goods or get nothing at all. We then said forget it we will return the item n we want our money back. Finally a manager spoke with us and said he was not authorized to issue a return. So here we are with a damaged table taking up space in our home and only an estimate on when the new table will be coming in which will be in 5-6 weeks now rather than the 4-5 weeks. So we are basically storing this table while we wait for a call from a manager who can offer a return. In the mean time the svc dept has called twice to say they have ordered our new table regardless of us wanting our money back. Horrible do not purchase anything from this store!!!!

The customer service and furniture is great. STAY AWAY FROM THE WARRANTY THEY ARE SELLING YOU!!! We have brand new microfiber couches 6 months old and had the warranty company come out to disinfect the couch and the cleaning company that was contracted out from the warranty company actually did WORSE damage to the couch!! Now the warranty company is not owning up to the further damage and I am left with 2 years left to pay on a couch that some technician used dirty nasty smelling water to 'clean' and ruined the texture of the couch. DO NOT BUY THE WARRANTY!!!