Ashley Store | Midlothian, VA 23112

Ashley Store

(804) 622-6634

10921 Hull Street Rd

Midlothian, VA, 23112

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Store hours

Open today: 10:00 AM - 09:00 PM

Monday 10:00 AM - 09:00 PM

Tuesday 10:00 AM - 09:00 PM

Wednesday 10:00 AM - 09:00 PM

Thursday 10:00 AM - 09:00 PM

Friday 10:00 AM - 09:00 PM

Saturday 10:00 AM - 09:00 PM

Sunday 11:00 AM - 07:00 PM

About Ashley

The Ashley Store in Midlothian, VA represents the largest furniture store brand in North America and one of the world’s best-selling furniture store brands with more than 1,000 locations worldwide.

Store Details

Welcome to your Ashley Store, Midlothian in Richmond! If you’re ready to begin your furniture shopping and upgrade your home décor in Richmond, VA. Come visit Ashley Store Midlothian! We have an amazing team that are trained as consultants, not just salespeople. Our goal is to ensure we are Inspiring the love of home and enriching the lives of those around us. Our home furnishing consultants are ready to help you find your unique style and create the space of your dreams. At Ashley Store Midlothian, the sale doesn’t end once the purchase is over. It ends once the furniture is delivered, and our guests are completely satisfied. At Ashley Store Midlothian we have popular, unique, and trendy products in all categories, including living room furniture, dining room furniture, bedroom furniture, home office furniture, outdoor furniture, and a wide assortment of accessories. Your Go-To Mattress Store in Richmond, VA Only at Ashley Store Midlothian will you find a large variety of mattresses in our Ashley Store Sleep Shop. We carry America’s Top Name Brand Mattresses from Tempur-pedic, Sealy, Simmons, Beauty-Rest, Purple, and our own Ashley Store Sleep line. Our Ashley Store Midlothian sleep experts will ensure to help you find a mattress to fit your specific needs so you can sleep your way. How to Find Us? Ashley Store Broad Street in Richmond is easy to find. We’re 10921 Hull Street Rd. Located in the Victorian Square Shopping Center. We are open Mondays - Saturdays from 10 a.m. to 9 p.m. and Sundays 11a.m. to 7 p.m. Please call us 804-622-6634 to learn more about Ashley Store in Midlothian, VA, or schedule an appointment with one of our Home Furnishing Consultants.

Customer Service

(540) 834-0740

Monday 08:00 AM - 07:00 PM

Tuesday 08:00 AM - 07:00 PM

Wednesday 08:00 AM - 07:00 PM

Thursday 08:00 AM - 07:00 PM

Friday 08:00 AM - 07:00 PM

Saturday 08:00 AM - 07:00 PM

Sunday 11:00 AM - 06:00 PM

Ashley Store Midlothian, VA

In-store offers

What our customers say

4.7

(4340 reviews)

82%

FILTER Star Ratings

Redheem Mayo

Jul 24, 2024

execellent custumer service, durable furniture

Jason McKinley

Jul 22, 2024

Kenny was great with helping us. He's very kind and supportive of our choices, without being a pushy salesperson. Most of our furniture we own is from Ashley. Also, the delivery guys were great!

Marilyn Osborne

Jul 22, 2024

Christopher Wallace provided exceptional customer service during the purchase of my reclining set. He greeted me when I came in and provided options according my needs. Thanks Christopher for exceptional customer service!!!

Rodrigo Saenz-diez

Jul 21, 2024

(Translated by Google) Excellent attention Stephen banks helped me at all times (Original) Exelente atención Stephen banks me ayudo en todo momento

Cal Moore

Jul 19, 2024

Great staff and selection! After purchasing delivery was very difficult!

Kel Walk

Jul 17, 2024

Christopher was very patient and helpful while we shopped for several pieces of furniture. Overall good experience.

Karla Lizama

Jul 17, 2024

I don’t think I’d ever shop at this store again I’d rather drive to the one on Broad St this is the second time we have shopped here and had issues with deliveries and pick up; the miscommunication between the warehouse and the store is an on going thing; You never get a call back like they say they will you have to call back yourself. I’ll gladly take my business to the store on Broad St.

Lindsay Hale

Jul 15, 2024

We had a fabulous experience at Ashley furniture! Kenny was an absolute delight! Very knowledgeable and answered all of our questions, showed us different selections all while our baby was crawling around. Would highly recommend this place and will be back in the future!

djjones309

Jul 14, 2024

Blake was great! A little talkative but gave lots of information. Was very in-tuned with items that I may like and tried to give me the best value.

Matthew Gugumuck

Jul 14, 2024

Just purchased a new Dining Room table and Kenny assisted and answered all our questions. Very friendly and helpful

Eb O

Dec 01, 2023

I cannot recommend this store after my experience. They have nice furniture and somewhat competitive prices but this wasn't my issue.. When I first walked into the store I was greeted and I looked around and eventually salesperson Noura assisted me with prices,looking around at different bedrooms sets and answering my questions. On this visit I was given a business card I believe and I got her number for any questions that I may have later on. She also text me. A few days later I returned to the store again. I stopped by just to look again, take measurements. I assumed my sales person wasn't there that day but she was. I spoke with her briefly and left. I told her I will be back because I was waiting for black Friday sales to see if prices change and compare to other Furniture Stores. I returned and this is where things went down hill. After taking several pics, going over the prices, comparing prices and Furniture. I decided this day, okay I want said Kind size bedroom set. Noura discussed the prices. At first I was uneasy with the total because early she mentioned another offer that I assumed would give me a better price but it didn't. I did feel as if the price changed often due to certain promotions but whatever. I sat with the sales rep for at least an hour before heading to customer service to checkout. She was working with another couple at the same time but I PATIENTLY waited for her. Once she sat with me to write up everything I wanted, I asked her at least 4 or 5 times about the price. She went over it and over again until I was clear and understood everything. Now he's where the problem started. I go up to checkout with Noura, upon doing so the GM came out and she told her she had to look over the sale. Basically my sales rep had to layout everything and prices etc. The GM said no, this number isn't correct you're adding her as a bronze customer whatever that meant. Basically my sales rep had a price on there that only applied to customers applying for credit. The difference between what Noura told me would be the price and the GM was $400. She told my sales rep that the price given was if I were applying for credit. Noura looked at me as if I were going to use their store credit. I told her No. I was paying cash or use my debit card for the bedroom set. I was going to pay outright. I never once told Noura I needed any store credit. I even mentioned on the first visit I would be paying for it outright. Long story short, my sales rep was clueless, the GM somewhat chastised her and made the sale flop. I eventually left. She missed out on a $4400 sale, and whatever that is in her commission. The store missed out on a customer. I took my business elsewhere and spent double, because I ended up buying a mattress set too. My sales rep Noura was pushy in the end constantly asking me to use their store credit or some other shady program which doesn't run your credit. I didn't need any of it, I had cash or debit to pay outright. The GM caused her to lose a sale. She should have allowed the sale to process and talk to Noura about the numbers later. I left that night, Noura still text me. I told her I was not returning and I took my business elsewhere. It was a waste of time. Do not shop here go somewhere else. Go elsewhere where you can simply walk in & see what you like, buy it and go and not constantly asked about applying for store credit that you don't need.

Jared Throne

May 02, 2023

Quite literally the worst (and most expensive) customer experiences of my life. Buying at the store was okay, but misleading, and the customer service was horrendously bad. We bought a sleeper sofa. They don't have sleepers in store, so you can only try the regular ones then order the sleeper version. The salesperson was nice and reassuring. He told us they had no returns but if I was unhappy with my purchase, it could be returned for store credit (that was untrue). We got the couch, it seemed fine. Quickly we realized it was incredibly loud and squeaky, to the point where we thought it might break if someone heavier sat on it. We contacted customer service, no response for weeks. I had to call and email multiple times before anyone replied. Throughout the next FIVE MONTHS they were incredibly unresponsive. A tech came out and "fixed" the couch but it was still awful. So we had the tech come out again. He told me the couch couldn't be fixed, it was just made cheaply. He told me to tell them to take it back and get a different model. Then they told me they couldn't give me store credit or a different model, only fix it in their factory. So they took it back, I'm couchless for two weeks and when it gets back it's EXACTLY the same. At this point I'm more than frustrated. I refused the delivery because it was still problematic. Then they call me and tell me they're going to CHARGE me for storage fees if I keep refusing the couch, even though it wasn't fixed. They assure me yet again that the technicians and managers looked over it and it was up to "factory standards" (which apparently is loud, cheap and awfully made). I said I wanted store credit as I was promised by the saleman and they tell me he lied and I can't get store credit without "approval" which apparently I was getting denied. We argued on the phone and they eventually HUNG UP on me. So I scheduled to get the couch back after literally months of this nonsense. It comes and it's literally still exactly the same. Just as squeaky as before, just as loud as when we first got it. Also, at one point their automated system was texting me 15 times a day. It's cheap furniture that cost me more than I've ever paid for a couch and now I'm literally just going to sell it on Facebook or something and buy from somewhere else because these people aren't honest and apparently don't care about making their customers furious. All in all, stay as far away from this awful company as you can.

Sam Rose

Aug 17, 2022

Ashley Furniture ruined my sons second birthday. We’ve bought 3 couches, and 2 tables in the last 3 years from them and will never buy from them again after this experience. Went to Ashley’s on hull street super excited. Found a great table that was within our budget, and perfect for our crazy toddlers. We wanted upholstered chairs for them because they stick their legs in the slots if not. We found one we loved and our sales rep Mohammad said it was in stock and we could get it on Saturday 08/20. He said the set came with the table, two chairs, and two upholstered chairs, but not the farmhouse bench. We ordered it and we’re super exited to get it. We got a call it was coming Tuesday 08/16 instead of the 20th. I immediately went out and bought a Mikey mouse table cloth for my sons birthday, and couldn’t wait to get it. They came and started setting it up and it ended up being the wrong table. I let the guys know as soon as I noticed, which was about 1/4 of the way set up. They apologized and took it apart and told me to contact our store. We contacted them and then we’re informed that the table we bought had the wrong tag on it, and our sales rep ordered the wrong table due to the tag being wrong. We of course still wanted the original table we thought we were getting with the two upholstered chairs like the sales rep said we would get. The sales manager Kim refused to give us what we were promised even though it was Ashley Furnitures mistake that we received the wrong table. We double checked with the sales rep before we bought the table that we would get everything included, and he reassured we would and that we would have it in time for our sons 2nd birthday. Nope. Kim is running her business on terrible ethics. We now have no table thanks to Kim and my two year old will eat his birthday cake on the floor so thanks Mohmmad and Kim. Glad to know your employees and can LIE to your costumers and trick them into spending their money and then not deliver what you said you would.

David Phillips

Jul 26, 2022

I ordered a coffee table and two matching end tables for my living room from Ashley Homestore 10921 Hull Street Road Midlothian VA 23112 in February, 2022. I was told by the salesperson that they would be available in about a week. Every few weeks, they pushed the dates back even further. I visited the store in early July. Pretending to be interested in the set, I asked the salesman if I ordered it, how long before it would arrive. He said it would be here within a week. I then explained to him that I have had the set on order since February and asked why I couldn't get mine within the next week. He said he could move the shipment of the end tables up but could not move the coffee table. So how can he get a coffee table within a week for a new customer but not for me who has been waiting since February? The store manager then called and said she had "found" me a coffee table and it would be here July 18. I asked if I could have the end tables delivered to the store and wait for the coffee table and she said no. I explained that I was worried that I would get the two end tables and never get the coffee table. She said to take the end tables while I could get them and she was certain that the coffee table would be here on July 18. On July 19, I called to see when they were scheduled to be delivered and the agent said that I was still scheduled for August. I told her what the store manager said and she said there is another shipment coming in on July 25 and she could pull one of those for me. On July 26 I again called to see when they would be delivered and was again told my tables would not be here until August. I spoke with the store manager who was very rude this time. I offered to take one of the display tables and she said she could not do that and to not come back into the store because there was nothing she could do for me. I was very patient for 5 months, now I'm tired of all of the games, date changes and lies. I just want my table and to put this horrible experience behind me.

MiMi Nicole

Jul 26, 2022

I really want to give this review zero stars but it wont allow me. Do not purchase ANYTHING from Ashley Furniture! You will not be able to get your money back AT ALL. I feel like this is something they should let people know before they take your money and not hide within the paperwork AFTER you have swiped your card. I was never informed of this when the sales person sold me on the couch, just promises that they would deliver my item in a timely manner. I purchased a couch and it was too large for the movers to get it up to my apartment. I sent it back the same day, I thought this would be an easy fix to refund my money. The only thing they can offer is store credit, I do not wish to purchase anything else from this business. Now I'm stuck with a credit for over $900 dollars that I will NEVER use. I've called multiple times and no one ever picks up the phone, I left a message to which no one ever returned my call and finally had to drive up to the location to inquire about a refund. To which the lady in customer service told me they don't do refunds only store credit but she would forward it to management for review and that I should hear back within 3-5 days. Since that encounter I have called again and spoke to someone over the phone in regards to the same issue and was told the same thing. That someone will contact me in 3-5 day, I still have YET to receive a call. Even if they tell me no they can't process a refund and explain why I would appreciate that more than not being contacted at all. They have no problem smiling in your face and walking you around the show room to sell you on an item to take your money. But when you have a discrepancy and simply want to speak with someone you hear nothing. It's been about 3 weeks, and I'm still "waiting" for a call this is poor customer service. I'm also receiving text messages about someone else's order being ready for delivery. I know its not mine because I returned my item in mint condition the same day it was delivered 07/05/22. Unless you are sure about an item, know that it will fit into your space etc. I would not spend any money here you wont ever see it again. UPDATE: I emailed the Ashley Furniture customer care team on 09/23/2022 with all of the information needed as stated in the response below & I still have not receive a response. Not even an automatic email response. Please do yourselves a favor & read all of the horror stories/low ratings before you purchase anything from this place. I’m in my right mind to file a lawsuit to get my money back because I never signed my invoice & to my knowledge that makes a contract null invoid. So the no refund policy shouldn’t still be in place because I didn’t acknowledge the terms due to me not signing. DON’T WASTE YOUR MONEY HERE!!!!?

Nancy Pernillo

Aug 02, 2021

(Translated by Google) Poor service !! 🤢🤮 If you want to buy your furniture this is the worst place, nothing Professional .... the staff tells you a date for your delivery nothing ever arrives and then they tell you another date and nothing ever arrives ... you go to the store for the 3rd time and you deliver is not yet ready for it to arrive at your house and I am still waiting for my furniture to arrive from June, July we reached August and my order is still not ready ... ah but when you pay that if they withdraw it quickly from your bank ... never I would buy in this store again ... it is the worst furniture service. Do not waste time and patience buying something in this store ... and also whenever you ask to speak to the manager they never attend you or tell you that it is not present in the store, wow is the worst service I have had in my entire life .. .very inprofessional. ...disappointing!!! Terrible and also stressful ... no one or the call, or in chat, or in person, no one solves anything for you, nothing. (Original) Poor service !!🤢🤮 Si quiere comprar tus muebles este es el peor lugar ,nada Profesional....el personal te dice una fecha para tu delivery nunca llega nada y luego te dicen otra fecha y nunca llega nada ...vas al store por 3era vez y tu deliver aun no esta listo para que llegue a tu casa y sigo esperando mis muebles lleguen desde junio ,julio llegamos a agosto y mi order todavia no esta lista ...ah pero cuando pagas eso si lo retiran rapido de tu banco ...jamas volveria a compra en esta tienda ..es el peor servicio de muebles. No pierdas tiempo y paciencia comprando algo en esta tienda ...y ademas siempre que pides hablar con el manager nunca te atienden o te dicen que no esta presented en la tienda ,wow es el peor servicio que e tenido en toda mi vida ...muy inprofesionales. ...decepcionante!!! Malisimo y ademas estresante ..nadie ni el llamada ,ni en chat ,ni en persona nadie te soluciona nada ,nada.

Amanda Crawford

Jul 24, 2021

Hands down the worst retail experience I have ever had. My mistake for not looking at the other customer reviews from this store before attempting to buy a living room set. I was told by the sales rep that the living room set we wanted was in stock and would be delivered in two weeks. That was a huge deal for us, we passed up other furniture we liked at other stores because the ship time was 8-10 weeks and we currently don’t have any living room furniture. Had the sales person been more truthful about how awful their shipping and receiving system is, I would have never purchased the furniture. Ignorance is not bliss. Upon calling the local store to check status regularly, I was told three different delivery dates that kept getting pushed out. Finally, I was told two of the five pieces we ordered were delayed until the end of August or possibly September (2 months after the delivery date I was told). After threatening to cancel the order, the customer service rep said ‘let me see what I can do’. She said she spoke with whoever was over the warehouse said they could schedule a partial delivery (3 of 5 pieces) they had in stock that same week and that the two remaining prices would be delivered no later than mid-August. She placed me on a brief hold and said everything was updated for a partial delivery, confirmed my phone and physical address and said to be expecting a phone call with a three hour delivery window. I arranged to stay home all day and the phone call never came…the delivery truck never came. By about 3pm I decided to call the store again and ask for an update. I spoke to the same customer service rep who was shocked that the pieces hadn’t been delivered yet. As she checked on her computer she said ‘I don’t know what happened, I secured all these pieces for you two days ago, I spoke with that department. Now it is saying that everything is back ordered indefinitely.’ I am beyond angry at this point and ask for the order to be canceled because I was lied to about the delivery date multiple times. I just want my money back so I can go find different furniture. This nightmare continues to unfold as I have noticed in other customer review, and from another gentleman at the physical customer service counter dealing with the same issue, it is pretty common to be told something that isn’t true. The customer service rep may say, ‘I’m so sorry, I will send this over to our refund department’ but it really means, GOOD LUCK GETTING YOUR MONEY BACK ON GOODS YOU NEVER RECEIVED. I wrongly assumed that all Ashley retail stores are created equal or at least monitored more closely by corporate policies. It seems that each individual retail store can set their own shipping, return and refund policies. I mentioned my concerns to the customer service rep, that other customers were having issues getting refunds on items that didn’t ship and that I am having a really hard time trusting that they will keep their word and refund me considering the poor track record of lies I had already been dealt. I told the rep if I didn’t hear from the refund department the next day as promised, that I would be filing a claim with my bank. The rep suggested that I don’t wait and ‘do what I need to do on my end.’ Are you kidding me!?!? Their own employee clearly doesn’t have enough faith that I will get refunded on goods not received that she recommended I proceed with filing a claim with my bank against them. This is insane. As of today, we still have 4K tied up in bank disputes and no furniture. I never did hear from the refund department. Thanks for the massive headache Ashley on Hull street. I will never buy from any of your retail stores again and hope that other potential consumers are wiser than me and take heed of poor reviews before making a purchase from Ashley. I just want my money back so I can move on. Will update this review as it unfolds.

T R Gray

Apr 10, 2021

STOP! DO NOT SHOP at Ashley Furniture Home Store located in Midlothian, VA. We have been waiting on a complete delivery of our furniture orders since October 2020. We were originally told it would take 8-12 weeks to receive our delivery due to Covid-19. Well, it has been over 20 weeks so where is our furniture?? Ashley Home Store has provided erroneous delivery dates and poor customer service on so many levels. There are several other furniture stores in the local area who can provide better quality furniture and customer service like HAVERTY'S FURNITURE located on Midlothian Turnpike. Lucky for us, we did not entrust all our furniture purchases to Ashley’s Home Store. We purchased furniture from Havertys’ after ordering furniture from Ashley’s, and the Havertys’ furniture was delivered a couple of months ago with no problems. I believe Ashley Furniture Home Store is taking advantage of people and using Covid-19 as an excuse. So, please don’t be fooled by the lovely salespeople making promises their employer can’t fulfill. Over the past 3 months we have received several different dates to expect the delivery of our furniture. Each of the expected delivery dates are followed with generic text messages stating they are watching our furniture and hope to deliver soon. On four different occasions they have scheduled a delivery date, but within 24 hours of delivery a female representing Ashley calls and states your furniture has not arrived or did not meet quality inspection, so it will not be delivered. We have visited the store to get a refund and was told the manager was out to lunch. The receptionist took my request for the refund and stated someone would reach out to me within 3 days (that was 2 weeks ago). I guess the manager is still at lunch, so I contacted Ashley’s Home Store customer care for the 5th time and was referred to the refund department but received a voice recording. Unfortunately, no one has returned my call as of today. It appears I will have to take legal action to get my refund because I do not want to hear anymore of their lies or receive low quality damaged furniture.

billy ford

Mar 29, 2021

Everyone thinking of buying from this Ashley furniture store needs to read this: We purchased a couch and table from this location (10921 Hull Street) the last week of December. We were told at checkout that COVID was causing delivery delays so we wouldn't see our furniture until the last week of January/1st week of Feb (4-6 weeks). That time rolled around, no furniture. I called them, and after calling for 2 days someone finally answered and said the delivery time was now the last week of Feb. Last week of Feb, still no furniture. Mind you, nobody from the store has ever reached out to us to let us know in advance that our furniture wasn't going to be here on time. So, I called again for a day or two and they finally got around to answering my call, only to tell me delivery was late and wouldn't be here til the 1st week of March. I asked for a manager and they were busy. I left a message to have a manager call me, none did. 1st week of March rolls around, no furniture. Another day spent calling for them to tell me it's delayed again, no furniture til last week of March. I again asked for a manager, they were again busy, I again left a message, they again didn't call. That brings us to today. Still no furniture, several calls to get them to answer. I immediately asked for a manager...AGAIN..and was told they are busy...AGAIN!!..I've been waiting on my furniture for over 3 months at this point. Never A SINGLE CALL TO LET ME KNOW ABOUT DELAYS...3 MESSEGES LEFT TO SPEAK WITH A MANAGER...NOTHING!! We used Ashley to furnish our new home and planned on using them to update a couple more rooms in our house...probably never going there again unless they come under new management that knows how to pick up a phone and represent the Company. If you value integrity, customer service, professionalism and communication ABSOLUTELY DO NOT WASTE YOUR HARD EARNED MONEY THERE. THEY DO NOT CARE, THEY WILL NOT RETURN CALLS AND THEY WERE 100% DISHONEST WITH ME ABOUT DELIVERY TIMES. *** UPDATE*** The delivery was pushed back AGAIN to the last week of April. I canceled the order and am going elsewhere. DO NOT SHOP HERE! ***UPDATE*** When I canceled the order they owed me $100 for the down payment. They said 3 to 5 business days for that money to be refunded. Over 2 weeks have gone by and still no refund. Half a dozen calls later and no call back from the manager. I had to physically go up there, wait for the manager and explain to him (Chip is his name) the entire issue. He said he was new there and didn't know anything about my situation. He then told one of his employees to refund my money, which they did on the spot. I'm calling coorperate today. DO NOT SHOP HERE!!

Josh Kaiser

Jan 07, 2021

**Update** Owner writes for me to write customer service. I proceeded to do so 9 days ago. I was asked to give my phone number to them and have not received a call since. Ashley Furniture has still failed to assemble a desk that was delivered two months ago. If this is really the owner, I hope I can get some sort of call after everything that has happened. But I believe this is someone else and you're writing nice responses to look good. Instead of actually showing care for the customers. **Update** They're mission statement and values describe what they want to be, not what they actually are. Below are a list of issues that I have had. - Ashley Sales reps lied about having the same warranty as tempur-pedic. I have the name and proof of the sales rep doing this. - Ashley deliveries were supposed to happen on three different dates. It happened on two and one of my items sat in the warehouse for 2 weeks. - When calling Ashley Furniture I was told that they couldn't find my name. After spending thousands of dollars they continued to refer to us as other names. Calling us John and Khaleesi vs our real names. - The item they waited for was a desk and when it arrived. The top of the desk was warped and unserviceable. - The technician that was scheduled to verify this never showed up when we waited around for him. I also called Ashley and was told if he doesn't show call back and reschedule. - They have a window in 5 days available or in 10 days. I scheduled the 5 days reiterating what has happened and asked for the window to be after 11 because my wife is in meetings at home. They showed up at 10:05 that morning. - The technicians notes take 12 days to review as I reach out consistently to see if they can get someone here to give us a serviceable desk. - Ashley furniture than orders a new piece for the deck that I was led to believe would be brought out and installed. Instead I got a large package in the mail. When reaching out to Ashley Furnitures Customer Care about this. They asked if I would need someone to come out to install it? Which I responded that is what I paid for. - After being in contact with Customer Service constantly they offered to get someone out in 2 days to install the desk. I accepted to only find out 1 hour later that it was a mistake and they have to schedule me out further. My wife was due the day they wanted to come out and I voiced my concerns. Ashley Furniture continued to double down on saying this is all they can do. They offered me a $50 gift card to their store to make up for it. - On the 24th I had a technician come out which is 2 months after my original delivery date. He had no idea what he was there to fix. Since my wife did end up going into labor, we were not there and had people watching the home. Since this technician didn't know what he was there to fix. He was turned away for good reason. - I reached out over email and over phone over the past 3 weeks. Trying to return my desk and mattress because I did not want to do business with them and I was still within the time frame of warranties. I played phone tag with the level 3 supervisor that I never got to speak with. But just today I got a call from a supervisor which is 2 or 3 positions below the level 3. To tell me that I will not be allowed to return my bed. That they're sorry and they will only allow me to get in store credit to their store for the desk because I am now 1 week outside of the warranty after trying to speak with the level 3 supervisor for over 3 weeks now.

Stephani Smith

Nov 24, 2020

This has been a terrible experience. We ordered a king bed and dresser, and a very expensive mattress back in September. We were aiming to have the furniture in the first of October. Even with our concerns of the anticipated delays due to Covid-19 Pandemic, our sales associate Kamal told us that he was the manager and would insure we would get our items by the first week of October, that it wouldn't be a problem. Now I understand things happen, but the first week of October came and went and we heard nothing. We called Ashley asking what happened, and when we could expect to receive our items, we were given a second date. We were patient and gracious figuring things are just a bit crazy and letting it go, trusting we would get it on this second date. Then that date comes and goes, and still we heard nothing. I then called their customer care line, spoke to someone and she then tells me oh I am so sorry but your deliver is not expected to arrive until JANUARY...... Now I know things happen, I really am not unreasonable. I have been patient, I have asked questions, I have given the benefit of the doubt, but now I feel taken advantage of. Of course I told the woman with customer care that this is unacceptable, the fact that this just happened and then no one called makes it way worse. She informed me that they could not help me from customer care and that I must contact the store, as anyone who doesnt have furniture in their home would need to contact the original store for any issues. So my husband and I went to the store. We spoke to Kamal "the manager". Explained January was unreasonable, and we were thinking either we figure out a different bed to get sooner, or we get our money back. He assured us, calm down I will take care of you. Gets on the computer, says I can have it there by the 19th. The 19th came and went. Called his personal cell, as he gave us the number, he was off duty, said he would call us the next day. Asked my husband to text his cell to remind him to call. My husband text him the next day.... he did not call, but he text back and said he could have the furniture in the warehouse by the 23. It is now the 24th. We have heard nothing. I have reached out to the store, with no answer. I have called his cell, with no answer, I even left a vmail and still have not gotten a call. So in the middle of getting ready for thanksgiving and holidays, I now have to make time to go down to the store, which is 20 minutes out of the way for me, to try and get my money back, because I am pretty much done. I used to really admire Ashley furniture, as a brand and as a company, but this has really been a terrible experience that I wouldn't wish on my worst enemy. Hope this helps someone else avoid a terrible experience, and hope that Ashley takes this in consideration and that the company starts taking training on communication more seriously.

Xenia C.

Oct 20, 2020

Our order was placed on July 18, 2020 and I feel our money was taken for goods and services we have not received. This furniture was purchased for our first home together and we are now 5 months into a new apartment with partial furniture. While I am sure the warehouse delays and production delays are attributed to the pandemic and can understand they are of the fault of no one in particular, I CAN NOT understand nor am I willing to accept that this is the standard procedure of a retail business who operates on the direct sales of its consumers. Especially for consumers who spent $2842.44 on furniture. I will reiterate here that each delay to our order was only discovered when I personally dialed the Hull Street Store location OR when my boyfriend went to the store in person. There has not been a sense of urgency or will to resolve our issues until we convey our frustrations and still we are WITHOUT a bed. We have purchased a new mattress and new boxspring and they are currently on our floor. There were about 4-5 different dates we were given for the bed's arrival to the warehouse. HEADBOARD and SIDE RAILS and they should be in the week of October 20. I explained our frustration, how our mattress and box spring are on the floor, and our dissatisfaction with service as I am only finding out about delays because I KEEP calling vs being notified. Due to this new information my boyfriend and I feel as if our bed pieces were taken from our order and given to another customer because in August we were told it was just the rails that were missing. I asked about refunds and compensation and the customer care rep told me this had to be discussed with the store location. She contacted the store and told me the manager Kamal (spelling?) would be calling me back after he finished a meeting, we never received a phone call. Thus, my boyfriend went to the store in person. When he arrived I was able to convey our previous delays and the information from customer care via telephone. My boyfriend then spoke to Kamal and Heather and they scheduled our delivery for Tuesday October 20. My boyfriend was then told we had to contact customer service regarding compensation/refunds for our displeasure with this order. On October 19 I received the automated call at 9:54am & the text message notifying us of our delivery time frame of 10am - 1pm. Thus, I requested the day off to be home for the delivery on October 20. While waiting for the delivery driver I contacted customer care at 11:58am in order to receive details on how to share my review and discuss refunds and compensation for this negative and hindering experience. I spoke to customer care who explained a lot of information to me and she informed me that the delivery I was currently awaiting had been canceled. Yes, while waiting for the delivery I was notified it was not coming! Of course this was no fault of the representative but yet again had I not called and reached out to Ashley Homestore I would not have known this. Thus again we went back to the store and spoke to the manager on duty, shared our written account of this entire experience and our awaiting the resolution. We were told we would be contacted when the bed comes in by the manager and the store manager would also be notified but at this point we've heard it all and are completely dissatisfied with this store's procedures, lack of urgency, and communication.

Kristen Haynes

Oct 15, 2020

DO NOT I repeat DO NOT purchase any furniture from this store! I've never written a google review, but felt compelled to share my experience to deter other consumers from falling into the same trap. PLEASE take the time to read the negative reviews because each and every comment speaks the honest truth. I purchased a king bed and sectional for our new home on July 4. DJ, our sales representative, assured me that our order would arrive between July 21-28. My husband and I sold our other living room set because it didn't fit our new space and thought, we can sit on lawn chairs for three weeks, what's the big deal? July 28 comes and goes and no one from the company calls to schedule a delivery. After the lack of communication from Ashley, I took it upon myself to try to speak with someone about the delay. After waiting on hold for 30 minutes, I finally was able to talk to someone from the ETA department only for her to share that our order date was pushed to August 10. Is this an inconvenience? Yes. But with Covid, my husband and I expected a slight delay although it would have been nice if someone from Ashley reached out to us. This Thursday August 6, I called the ETA department again and after another 30 minute hold, was told that my order has been pushed to the first week in September. My In-laws will be visiting us in two weeks time and I don't have a living room set to entertain them. I expressed my displeasure with the situation, and the ETA department representative was insincerely apologetic about the delay. Listen friends, I work part time at Pier1 so I completely understand the supply chain has been disrupted because of the virus but DO NOT promise me twice that my furniture will arrive by a particular date only to be let down. THIS IS SO INSANELY DECEPTIVE! I have never promised a customer anything I can't guarantee 100 percent. THIS IS THE WORST PART: on August 6, I called the store (good luck ever getting anyone on the line) and left a voicemail about the situation asking someone return my call- no response. So, I decided to go to the store and speak with a sales leader. When I spoke with the manager, Kamal, he said he would look into the situation and call me back the next day (Friday, August 7) It is now Sunday and I haven't heard from Kamal. I even left ANOTHER voicemail at the store yesterday (Saturday, August 8) and have not received a call back. Do yourself a favor, shop elsewhere. This company and location have ZERO customer service. The blatant disrespect and disregard for customer experience and satisfaction is appalling. Update: it’s now mid September and although my bedroom furniture arrived in late August, we are STILL waiting on the sectional ordered July 4. I was told the other day my sectional will be arriving September 28. I went into the store a few weeks back and spoke with the main manager. He was sincerely apologetic and waved the delivery fee. Please know: if I do not receive my couch on September 28, I’ll be back at the store to talk with management again... who has to wait four months for a sectional when you were originally told 3 weeks tops!? Another update: it’s now October 15 and still no sectional.

Raean Wright

Aug 16, 2019

Today is August 16, 2019. I have purchased the Huey bedroom set @ Ashley Furniture 10921 Hull st road in Richmond VA 23112, My purchase was made in May 2019. My sale representative’s name was DJ and through working with DJ it was agreed that the expected time of delivery of my purchased furniture was due to arrive June 14th 2019. I called the location on June 13th to confirm the estimated time for delivery for June 14th and was informed that my delivery would not be received on the expected date of June 14th 2019. This then raised an issue and concern for me due to having had taken the day off of work and not being notified in advance of the change in deliver status. When this problem could not be resolved I spoke with someone by the name of “Chip” who informed me that he would “take care of the matter”. Chip changed my delivery date to June 20th 2019, causing me to take a second day off from work. My greatest issue here is the lack of communication and concern as a customer with Ashley Furniture company. My furniture arrived on the date that was communicated for June 20th 2019, however when I received my furniture there were some damages that were needed to be addressed. I called the customer care line and my initial point of contact was Ms. Bianca and then was transferred to multiple representatives and then transferred to speak with Ms. Sonya who identified her self as the location customer service manager from the site of purchase. Ms. Sonya informed me that an email would be sent out to me with instruction on how to resolve any concerns and damages to my furniture. I have yet to receive an email from anyone since June and have attempted to reach someone via phone multiple times and yet this issue is still not resolved. This is a true disappointment and totally unacceptable. Ashley Furniture should have better customer care and there should be a compensation for my missed time frustration and damaged good. I also will reach out to who, ever I need to for a full review and investigation as to why nothing seems to be getting resolved by you all. It is imperative that someone contact me immediately.

Jon Perry

Aug 03, 2019

I had to change my review from a 5-star to a 1-star. As other reviews have stated, my sales experience was great, hence the original 5-star review. Things quickly changed after the sale though. We bought furniture on June 3rd. We were told that our furniture would be delivered around July 3rd. We didn't think that was that big of a deal since we weren't moving into our new home until mid-June. We thought two weeks without living room furniture would be fine. We called the store on July 1st to make sure that we were still on for delivery that week. The reply was that a voicemail had been left on June 4th stating our furniture would not be delivered until the week of July 15th. There are two issues with this. Doesn't it seem strange that before the sale was made, delivery was July 3rd, but 24 hours later, after Ashley had a deposit, the delivery date moved out two weeks? Either the salesperson made a bad mistake or blatantly lied to us in order to secure our business. Now, our salesperson was great so I will give him the benefit of the doubt and say it was a mistake. However, he did write down my phone number incorrectly. We told him to correct it, but I'm guessing he never did since we never received the voicemail they claimed they left on June 4th. My question is why didn't they call the other number we had given or send an email to the address we left? Could it be that Ashley doesn't care once the sale is made? Fast forward to July 15th. We have heard nothing from anyone at Ashley, so we take the initiative and call again. We were told our furniture had been pushed out again. In fact, we were told that it wouldn't even be arriving to customs until the week of the 26th. Thankfully, that information was incorrect. Our furniture was finally delivered on July 25th, 22 days after the original date we were told. Oh, and they forgot to ship a pillow. Now to the part that really gets me. When we bought the furniture, the salesperson told us that a couch and a loveseat were basically the same price. We decided to buy two couches because of the extra seating room. It turns out that the two couches are a touch big for our living room. So, six days after we got our furniture, we inquired about exchanging the couch for a loveseat. We were told by the customer service manager there are no returns, but if we really wanted to return it, we could pay a restocking fee. Oh gee, thanks. I take responsibility for not knowing the return policy. That is on me. But, a place of business has responsibilities as well. The non-existent return policy was never mentioned by the salesperson and putting on the back of the receipt is pretty damn sneaky. How many people look on the back of a receipt for the return policy (I know it's common practice to put it there). I feel like we were deceived by Ashley from the get go. Once the sale was made, we no longer had value to them. We had to call to get information. We had to deal with being told one thing and another thing actually happening. And when they had a chance to salvage the situation, told us we would have to pay more to send back an item instead of just letting us exchange it for a less expensive item. Just a complete middle finger at the end of an unpleasant experience.

Erin Davidge

Jul 31, 2019

We purchased our entire living room furniture set from Ashley Homestore including two full sized sofas, an arm chair, two end tables, a coffee table and an entertainment center. Our experience at this store was horrendous. Please do not shop here. We purchased/ordered our furniture from this store on June 3, 2019 and were told it would be delivered the first week of July. The timing wasn't perfect, as we were moving into our new home on June 18, but we decided we liked the furniture enough to go without it for a couple weeks. When reviewing the order with our sales person, we noticed my husband's phone number was listed with the incorrect area code, pointed it out to the sales person and asked him to correct it. (Note: My phone number was listed correctly and they also had our email address.) Fast forward to July 1 and we haven't heard a peep from them about our new furniture, so we called them to see when we could expect delivery. The person we spoke with informed us that a voice message was left for us on June 4 (the day after we purchase the furniture) stating that the delivery would be delayed to the week of July 15. Now, why wouldn't a company do more than simply leave one voice mail message for a customer that had spent thousands of dollars at their store ONE DAY BEFORE?? "Sorry, we left you a voice mail on June 4." What? Why not try the other number you have on file? Or send an email? One would think that a message like that would require a response of some sort from the customer before being moved to the "DONE" column. The week of July 15th, we still didn't have our furniture, so we called again. That time they said it wouldn't be until the following week (of July 22). I told them I didn't believe them and they had lied to use multiple times so far and inquired about their cancellation policy. At that point they finally started listening and the "Customer No Service" started calling me every day (AT DINNER TIME) to give me meaningless updates. Imagine being in the middle of feeding a hungry toddler and baby (queue children screaming in background), but wanting to answer the phone because you know it's them calling. You'd think she would at least ask "is evening time a good time to call you in the future?" or "What time of day would it be best to reach out with updates?" These people are clueless. Anyway, it turns out they don't allow cancellations!! I inquired about some sort of compensation for the inconvenience of going without furniture for a month and they offered some sort of discount for a future purchase. That's laughable! Why would we ever purchase furniture form these liars ever again? We finally got our furniture on July 25th a full 3.5 weeks after we were originally told. The furniture, so far is so-so. It's overstuffed to the point of being uncomfortable, so hopefully it will get more comfortable over time. (I will say, it does look good!) If we had known we wouldn't get it until July 25th, we never would have bought it in the first place!! This is an unethical company! All they do is lie and tell you half-truths to get your money, then prove they don't care about your future business by treating you like trash once you sign on the dotted line. Do yourself a favor and shop elsewhere. We also realized once it was delivered that we would prefer a one love seat and one couch instead of two full sized couches, so I called to inquire about an exchange and, surprise surprise, they don't allow that. In fact, they charge you a restocking fee if you return something!! Ha! Why would anyone return anything if they have to PAY for it and get absolutely nothing in return! I was talking about BUYING another couch from them and they wanted to charge me to restock... whatever. This entire experience has been awful and we will never buy anything from that store ever again. In fact, I will go so far as to deter anyone I know from purchasing any furniture from this chain ever again.

Barbie Paul

Jun 21, 2019

3rd Update: I went into the store and asked to speak to a manager that was not Sonja. I was told Danny was helping a customer in the matress section, and I could wait for him. When Danny came over about three to five minutes later, he started working at his computer without acknowledging me waiting to speak to him. The woman I spoke to at the desk had to ask him to please speak with me. I explained all of my issues, and he told me he could have my furniture delivered by next Tuesday because it was actually already at the distribution center. I explained that no one ever notified me of this. Danny explained that "the best" he could do was schedule my delivery for Saturday and put a $100 discount on my purchase. He made it sound like he was doing me a greay favor scheduling it for Saturday because "It normally costs $199.99," something that DJ never made us aware of. The original delivery fee was for $139.99, so there's no substantial difference. In addition to this, his computer conveniently had troubles processing the $100 discount, so he said he would apply it and email me an updated bill. I recieved the update several hours later and see that he forged my initials and signature on the document. The document has several different "agreements" that I never had in my original paperwork. 2nd Update: Manager Sonja never called on Monday like she assured me she would. I called back Tuesday asking to speak to someone above her. At first she implied there was no one above her. After a few minutes back and forth she gave me a contact name and email address for someone else. The email address is fake/incorrect even though I repeated it several times to ensure I had it right. Poor customer service all around since purchase. I will be making a trip to the store. EDIT: I take back everything I previously said about this sales rep. He lied about delivery date and pushed us to wait for a nonessential piece so that they would not have to make two trips out for delivery. I spoke to a manager by the name of Sonja today who said she will see what she can do to help, but I won't know anything more until Monday. Original: Mr. DJ was wonderful with assisting us! He was very patient with us while we browsed around the store looking at everything. We found exactly what we were looking for without the sales reps hovering like they do at different stores. DJ checked on us periodically without pushing us to make a purchase. He explained all the deals and financing options we could take advantage of for Memorial Day weekend. I definitely recommend this store and Mr. DJ!

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No interest for 60 Months^° - In-Store Only

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On in-store purchases made with your Ashley Advantage® Synchrony credit card at participating locations. Equal monthly payments required for 60 months. Down payment, plus tax and delivery is required on another payment type for in-store purchases.

^°Not combinable with other offers and discounts. If any down payment is required, the qualifying purchase amount is determined prior to any down payment, taxes or delivery. See a sales associate for details on required down payment. Qualifying purchase amount, less any applicable down payment, must be on one receipt. No minimum purchase required. No interest will be charged and equal monthly payments are required on promo purchase amount until it is paid in full. The payments equal the initial total promo purchase amount divided by the number of months in the promo period, rounded up to the next whole dollar and may be higher than the payments that would be required if this purchase was a non-promo purchase. During the last month(s) of the promo period the required monthly payment may be reduced due to the prior months’ rounding. Any estimated required monthly payments shown (which may exclude taxes and delivery) in connection with this promotional offer should allow you to pay off the promotional purchase amount within the promo period if (1) you make your payments by the due date each month and (2) this is the only balance on your account during the promo period. If you have other balances on your account, this monthly payment will be added to the minimum payment applicable to those balances. Regular account terms apply to non-promo purchases. For New Accounts: Purchase APR is 29.99% as of 1/1/2024. Minimum interest charge is $2. Existing cardholders: See your credit card agreement terms. Subject to credit approval.

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