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My experience with Ashley Furniture in Sterling, VA (Dulles Town Crossing) has been deeply disappointing and frustrating. Initially I looked forward to furnishing my new home with several significant purchases, but this experience has drastically changed my opinion of the company.
Our troubles with Ashley Furniture began immediately after our purchase and persisted for months and was compounded by a two-month delay in furniture delivery. The delay caused significant inconvenience and frustration, worsened by ineffective communication and a disregard for customer service.
After numerous attempts, we finally reached the Gen. Manager, Shirwet Elfeel, and were met with an unsatisfactory experience. This was surprising, considering the manager's eagerness during our purchase. When we reported the non-delivery issue, we were ignored and dismissed. To make matters worse, the email address provided by Gen. Manager(Elfeel) returned a "Message Blocked" notification.
We also contacted multiple Customer Service Reps, one Level 2 Customer Service Manager, Gillian Brown, and the Customer Service Manager for Customer Care, Kim Henderson. Despite numerous calls and emails, we received no response from anyone. This lack of accountability and professionalism from Ashley Furniture is unacceptable.
Our dissatisfaction grew due to inconsistent information provided to us. Each time we inquired about our order or issues, we received conflicting and confusing information.
My initial hope for a positive experience with Ashley Furniture has been shattered. I strongly advise others to think twice before making a purchase here. Their inability to meet delivery schedules and lack of effective customer service and communication are issues to be taken seriously. Our experience has left us profoundly dissatisfied, and we are exploring alternative options for our future furniture needs.
Note: This store is privately owned, and we were told that no one could assist us due to this fact.
