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Stephen Mvia Google

about 1 month ago

I purchased a mattress and mattress protector from the Hanes Mall Blvd. location in Winston-Salem, N.C. on December 17th, 2025. At the time of purchase, I was told by a manager on duty that my mattress was in stock at their warehouse, which led me to believe I could expect a delivery date within the near future. Three weeks later, I had still received no notification or updates pertaining to the status of my delivery. I called my sales person to ask for an update, which she was unable to provide. A few days later I was still without any updates, so I called the customer service number and spoke with a Sales Rep Supervisor. This person was extremely condescending, passive aggressive and provided little to no consolation. She informed me that the manager on duty misspoke when telling me my mattress was in stock, and that I could expect yet another week before my mattress would arrive. After escalating my situation, I began to receive text message notifications regarding my delivery. One month after the date of purchase, I finally received my mattress. The delivery drivers did not have my mattress protector with them, which I purchased solely for the purpose of maintaining the warranty on the mattress. I asked where this item was, and was told "They don't deliver those things. I'd have to go to the store and pick it up myself". After calling the customer service number to inquire as to why this wasn't explained to me at my time of purchase, I was informed that their records show the mattress protector was picked up by someone in-store on December 31st. As I have not stepped foot inside the Winston-Salem store since the day of my initial purchase on December 17th, I will acknowledge this as an admission of losing $100 worth of my merchandise, by allowing a stranger to walk out the door with it. I will HIGHLY dissuade ANYONE I know personally from ever shopping with this company. This has been hands down one of the top five worst customer service experiences I have ever had. I've spent $2,000 with this company and been almost completely neglected. Do NOT shop at Ashley Furniture.

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Ann Riddlevia Google

3 months ago

We recently had an excellent experience shopping at Ashley Home Store. Our sales associate, Sandra, was kind, very helpful, and attentive to our needs throughout the searching and purchasing process. I appreciated that she wasn’t pushy in any way but took time to listen to what I was looking for and spent a good deal of time with me answering all of my questions even though she knew I wasn’t ready to purchase that day. She made herself available for any further questions as I left the store. Upon return with my husband several weeks later, she was very thorough in explaining about the quality of the furniture I was looking at and did her best to find us the best deals on those specific pieces. The store manager, Stephanie, was equally helpful, kind and attentive during the purchasing process! Finally, I was so thankful that they are able to hold the pieces for us after purchasing them since our house build is not quite finished. So, enjoy shopping at this Ashley Home store as their customer service was excellent!

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Cristian Meichtryvia Google

6 months ago

Awesome experience at Ashley Store! The place looks great and has such a nice vibe. Florencia made everything smooth and easy — she’s super nice and professional!!

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Katie Blankenshipvia Google

6 months ago

Only giving 2 stars because Sherri is fantastic. The “general manager” (didn’t catch his name, black gentleman with glasses) is rude and dismissive. Purchased a floor model bedroom suit that they damaged when taking it apart and we didn’t notice until we put it together about 2 weeks later and when I came to the store to discuss it with him he kept brushing it off and telling me to call the warranty department. I also informed him that the very first time we sat on the bed the middle support broke in half and he didn’t care about that either. Just kept telling me that everything was “as it should’ve been when it was disassembled.” Explain to me how the bolts on the inside of the legs to the middle support being attached to the screws on the support itself when we picked it up isn’t you damaging the product? Wait, you won’t. Make Sherri your GM and I guarantee your list of complaints will go down. She is kind, she listens to concerns, and does what she can to help you out when you come in. Maybe the current “GM” should take notes from his associates.

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The Dreamervia Google

9 months ago

I drove 45 minutes out of town to this Ashley Furniture because the location closest to my home isn't so nice, but I'm a long-time Ashley customer, so I wanted to check out another location. Thank God I did because I met Sheri! She was an AMAZING Associate. She listened to my needs, showed me multiple options. She was observant and kind. I saw a set that took my breath away and then spent some time second-guessing myself. Sheri could've been pushy. She could've left me to assist other customers, but she didn't. She let me work through it, answered all my questions, and most of all, she was pleasantly patient. She really took the time to understand my needs and outlined how the sectional I chose was perfect for me. I purchased the sectional I had on my mood board for months, and I can't wait to get my delivery. I will drive the 45 minutes every time I need furniture because of Sheri!