Ashley - Gaithersburg

My husband must use a rollator to get around. He and I went to look for a recliner at Ashley because we were impressed by the Ashley furniture we saw online. We needed to be certain he was comfortable in the chair and could get out of it without difficulty.

We were greeted by Ish Verma when we arrived. He was very patient and helpful as we tried one recliner after another. Unfortunately, none fit the bill, so we did not buy one. The next day we decided not to buy a recliner at all, but just a regular chair that was attractive, firm and comfortable. We will definitely return to Ashley to look again, and hope that Ish Verma will be available to assist us!

I purchased a recliner rocker for my dad for Christmas... he has now had it going on 2.5 months when the foot of the recliner would not stay up when sitting in it. I called because I also paid for a warranty. I was told to take pictures and a video of the problem. I was told that there is nothing wrong with the chair, it's because of wear and tear and it doesn't fall under the warranty guidelines.... I did not agree with the answer so I went back into the store and was told that ... 1. He needs a power recliner that I would be addition $1,300 and due to his size it will not stay up. I have never been so angry with this business. How can you say it is wear and tear then say it's because of his size. There is nothing on your description at the store stating that your product has weight limits. And which he isn't like 500 pounds. And the fact you are telling me you will exchange it for another item that I have to pay WAY more money for is wrong.

I thought this company was better than another companies but I was wrong y'all are all the same. I should have gone with my first chose and went to Lazy boy.

Do not shop here! We bought a brand new couch, and the smell is unbearable. We waited for a month while we let it air out, hoping it would get better. We can't sit on it without getting a headache. We let the store know after a month that the smell is not going away, and they told us that we had to say something within 72 hours. We thought we were doing the right thing by trying to fix the problem first versus immediately sending it back. The manager was super rude and said there is nothing they can do. We now have a brand new couch that we can't use and we have to just throw away I guess. They should be held accountable if they make an inferior product.

Ish was great in helping us find our bed! Recommend working with him when coming in to Ashley!

534 N Frederick Ave, Gaithersburg,MD20877 Ashley Furniture Store. I had purchased a Jaurao bedroom collection from them. On the delivery day there delivery team damaged my property by making such a big hole on my wall by dropping the chest which also broke one drawer of the chest. Then they damaged my dresser and the bed by drilling extra
Ashley Furniture Home store
534 N Frederick Ave Gaithersburg , MD 20877
If you have any questions or concerns, please contact the BBB assigned to your complaint:
BBB serving Metro Washington DC, Metro Philadelphia & Eastern Pennsylvania
1411 K St. NW, 10th Floor Washington, DC 20005- 3404
(202) 393-8000
https://www.bbb.org/file-a-complaint/0241-unlisted-undefined/form/84f6d2b0-daee-4c21-8f74-2fc3f9947dcb 11/18/23, 10:36 PM Page 1 of 4

holes in it to assemble it which caused the nails to be out only. Then I received a damaged nightstand and a defective bed, as it has big gaps in the front and headboard sides in which my infant actually fell also. I called the store the same day informing them of all the issues but they said they can't do anything and gave me their cooperate office number who asked me to email them all the issues with pictures and asked for 7 to 10bussiness days. So I actually informed them of all the issues within the 72 hour window. In the meantime they denied my property damage claim and said we will not do anything. Then after 10 days when I contacted them regarding the damage/defective furniture they gave me their service department number who's representative misbehaved with me when I told her that my son fell in the bed gaps and got hurt also. Then the service department said that we will not do anything and that we have to keep the furniture as it is. What bothers me is there"I don't care"attitude towards my infant getting hurt. I have never witnessed such a behavior and was not expecting from such a big furniture store to have such a no care attitude towards my infants safety. I am really concerned about my infants safety and writing in this forum to have a written proof that if by chance my infant gets hurt due to the nails that are coming out of the bed or if he falls in the bed gap then only Ashley Furniture store from where I bought the furniture will be responsible. I have all the call logs and emails conversations that I had with them within 72 hrs of delivery. I have to put pillows to cover the bed gap as it's a manufacture defect.

They delivered king bed to me with the slats of queen size and missing another metal hardware. They left this unassembled pieces standing there and left. No one from Ashley called to follow up today. We have no bed to sleep on and have no knowledge when they will come back to finish the assembly. To make it worse, when I called Ashley store in Gaithersburg where I made the purchase, I was rudely and coldly told by a lady called Mariam (or Mary) that this has nothing to do with her and her store. She has no information about the service part and could not help me to follow up with anyone. She said in a tone very indifferent, missing parts? That will take a while to arrive. Is this Ashley? I bought furniture from a brand name store, not from a random service company that I could not follow up and has nothing to do with Ashley. Please help!

I will never recommend this Ashley furniture store to anybody because what they sell is trash furniture customer service the worst and there are ripping peoples off about pricing and the quality what they are selling is the cheapest and trash quality there. Any furniture company can have so please don't ever bought anything from this place100% trash

I felt very deceived. I specifically told them that I didn't want anything with the cheap wood planks. My bed came with them and they put my adjustable base over it. I complained immediately and the only thing they did was give me a $200 refund. If you guys were big on customer service you would have took the bed back so that I could've picked another one. What's the point of having a warranty if that part isn't covered? The adjustable base came with legs which can't be used due to the type of bed. They knew damn well that the legs couldn't be used. I am not in the furniture business so I had no idea. My bed is so high up that it's ridiculous. An extra piece was ordered for my son's bed which I am now stuck with. Ish also ordered the adjustable base that vibrates which was more money. Not one time did I say anything about wanting something that vibrates. They are all about the commission and won't listen to you. The manager Dave did his best but it was out of hand's because the big people refused to do anything.
Also the delivery men are very unprofessional. How can you talk about my son's room in your language? When I called them out his response was, a lot of stuff in his room. Mind your business sir. Once this bed is paid off it's being donated. For now on I'll take my business elsewhere.

NEVER PURCHASE FROM ASHLEY FURNITURE!
I made the mistake of purchasing the Maggie sofa with Ashley. The sofa plus delivery and warranty cost me $1020. When delivery day came the delivery guys said it could not fit into my elevator because the package came already assembled and had so much packaging on it. They refused to allow me to take the packing off to fit into my elevator and drove off with my couch. When I contacted the store they said that because an attempt was made to deliver the couch i had to repay another delivery fee and select a different couch. I said ok, i will forgo the Maggie that i loved so much and buy another couch. Big mistake! They tried to charge me $500 additional for a different couch and would not order anything from their website that was within my initial price range. They also told me that i had to select something in the store or i would have to pay the 30% fee for restocking. I searched and searched (2hrs) for something smaller to fit into my elevator anticipating that the packaging will also make it taller but I couldn't find anything in store only online. Unfortunately, they couldn't work with me and I ended up losing $300 for furniture i never got.

We purchased a sofa & werent able to have an immediate delivery-we were told there wasnt a time limit- but they sold ours, never told us, & then it was backordered.I was told to speak with Rohin, GM, & that he would call me.He never called, so I had to call again & schedule my delivery.I took off work, only to discover it was damaged.The upholstery is not taught, the framing is lumpy, there's alignment & cushion issues.I contacted Ashley immediately & spoke w/Rohin.He asked me to send pictures,which I did- he promised to look into a refund & submit a ticket for repair, which he never did-I never heard back.After 6 weeks of no contact despite my attempts, I filed a BBB Claim-it was only then that I received contact about scheduling the repair-a month later! I took off work again, & they canceled the morning of the appt- it took another month to reschedule. I took off of work again, & they called again that morning to cancel-I pushed back & they agreed to send me someone that afternoon-who said the entire sofa was damaged so they would replace it.When it arrived, it was also damaged- they said "all of the sofas are damaged like that."I declined the delivery.They suggested I call Ashley for a refund-I spoke with Joe,the GM,who promised a full refund for my troubles if I came into the store.When I arrived, he reneged on his promise & told me that I would need to return the sofa for a refund.This was not part of the terms of our agreement.When I questioned this, Joe was sarcastic, & condescending.He claimed to have left me a VM that day to tell me-I did not receive a VM & also questioned the need for one unless he was reneging.I wouldn't have driven 1 hour each way. Joe offered me a $755 refund.I asked to see what the Regional said, who lowered the promised amount to $712.82.They refused to offer me our agreed upon full refund or the $755 that he had offered me minutes before-another reneged offer.This is extremely unethical & I will NEVER do business with Trashly again!