Ashley | Charleston, WV 25309

We got exactly what we wanted and delivery team was professional, friendly and courteous.

If I could leave less than one star, I would. The salesperson I dealt with was fantastic, but the delivery was beyond terrible. I paid extra for assembly of a child’s loft bed, but when the delivery people arrived they initially told me their drill was “acting up” so they were sure they could do it. I gave them my drill to use, but they didn’t get that far. They unboxed the bed and had pieces spread all over my daughter’s room and then called me in to tell me there were no directions in the boxes, so they couldn’t assemble it. I was able to find the instructions online and print them out and I went downstairs, assuming they were working. An hour later, they call me back to the room and not ONE piece had been moved from where it was an hour before. They told me that the wrong parts were inside the boxes and they couldn’t assemble it. I quickly looked through the parts and was not convinced that pieces were missing. This all happened on a Saturday night and I was told there was nothing I could do but call customer service on Monday. The room was completely unable to be used because of all the pieces that were scattered around so I told them there was no way I could wait until Monday. In the two hours they were there, all they did was try to think of reasons not to put it together. I even overheard them complaining about how long it was going to take, how they should have gotten dinner first, etc. I was beyond disappointed and asked them to box everything back up and give me a refund.

Our recliner broke after only 9 months of normal use to rock the baby. Our other purchase, well, I've never owned a couch that wasn't sturdy enough to sit on the arms for a moment but now I have. It feels like it's going to break off. Cheapest furniture I have ever had. The stuffing is inconsistent. The first recliner was low on stuffing but the second recliner was over stuffed. I literally had to cut a hole in the back and pull out stuffing. In the couch there is a center console with cup holders but it is hard to open because it is overstuffed in a spot where nobody can sit. The console does not move to open up to a third seat but they stuffed the back directly behind it so full that it is very hard to open. I'm very surprised and disappointed in the quality of the couch set I purchased here. Also, my in-store experience was not great. Cliff was not honest about pricing and was controlling about keeping other salesman away from us when we wanted to talk to them.

10/10 best couch ever, and the delivery team was the bomb!! They were super quick, communicated well and worked as a great team! Those guys were the best!!

Guys did a great job delivering and assembling my dining table

Just looking

I will have to change my review I wrote years ago. I went back to Ashley two weeks ago because I've had good experiences previously, so why I would expect this one to be different right? Well, it was, I went looking for a specific item. I was greeted at the door by a salesman who appeared to be happy to assist. He showed me a few items and before I knew I found exactly what I wanted, color, size, it was perfect for what I wanted. And bonus it was on clearance! So I asked when I could have it delivered to which he responded "if it's on clearance we don't deliver because it's in the store and they would have to come from the warehouse to get it." What?? He then said if it's in our other store they could deliver it because they would have to get from the other store. Didn't make sense to me either. Anyway, he said they didn't have it at the other store but they had three there. That didn't help me any. So I left without a purchase. For someone who works off commission I would have thought they would have found a way to make the guaranteed sale but NOPE! I left but the more I thought about the madder I got. So I called back to speak to the manager to ask about this "policy." Two phone calls later he called back. HIS explanation was they couldn't deliver it because it was a clearance item and they didn't want to risk damaging it. Completely different from what the sales person said. Then he told me I could hire a moving company to move for me! REALLY?? So this clearance item is become more expensive by the minute. Then he says (as If I'm some bonehead) would I want to risk them moving it and have it damaged. Well of course not, however, isn't moving furniture their job?? So why would it get damaged if they moved it from the store or the warehouse? I was confused. I asked again, they are willing to forego a sale because for whatever reason, because now we have two different reasons, they won't deliver this piece of furniture. Since I don't have the piece, the answer was yes. I told the manage that would be the last time I would be coming back to this store again. To which he said he would hate to lose me as a customer over something so trivial. I'm not sure what has happened to customer service these days but it is not what it used to be. But Ashley furniture has lost a customer forever. I will NOT be going back. If I could give a rating less than one I would.