Joel Grover14 reviewsTotal number of Google reviews Joel has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleThe service was great
Ashley Store
How the Experts Score is calculatedEach factor is scored 0–100 on absolute terms (standing in the category can only raise it), then weighted; problems flagged in review highlights or a recent slide in ratings are subtracted:Satisfaction 64%92+58.4Reliability 28%89+25.1Replies to reviews 8%100+8.2Experts Score= 92Not enough data for value; its weight is shared by the others.Grade A: A = 80+, B = 60–79, C = 40–59, D = 20–39. Needs 10+ reviews.92SCORE
AGradeLetter from the Experts Score: A = 80+, B = 60–79, C = 40–59, D = 20–39, F = under 20.
#18 of 43 outdoor living servicesPosition by Experts Score among all companies we track in this category. · better than 60%
4.9 ★★★★★ 1,937 Google reviews · 24 photos
96%five-star reviews
4.91★last 12 monthsAverage stars on reviews from the last 12 months only.
1.1%1–2★ in 2 yearsShare of 1–2★ reviews in the last 24 months — or the 20 newest reviews when the company had fewer than 20 in that time.
96%reviews answered by the owner
Nov 2026latest review
Ashley Store at a glance
Google reviewers for Ashley Store in Chapel Hill, NC, report a 4.9/5 rating from 1937 reviews, with the owner responding to 96% of comments. Positive feedback frequently highlights knowledgeable staff, patient assistance, and a lack of pressure during the shopping process. However, recurring criticisms in low-star reviews describe issues with delivery damages, unresponsive customer service regarding claims, and misleading information about financing or protection plans.
- Google rating: 4.9 out of 5 from 1,937 reviews (96% five-star).
- Reviews on this page: 1,937 Google reviews (1,794 with written comments, 38 with photos).
- Owner responses: the business replied to 96% of reviews.
- Most recent review: November 5, 2026.
- Service: Outdoor Living Service serving Chapel Hill, North Carolina.
Data from Google, last updated November 6, 2026.
Score profile vs other outdoor living services
Score per factor (100 = best)Each factor is scored 0–100 on absolute terms (star average, share of 1–2★ reviews, price verdicts…); standing within the category can only raise it, never lower it.. Strongest: momentum and replies to reviews; weakest: reliability.
SatisfactionSatisfaction · 54% of the scoreRecency-weighted star average (2-year half-life), shrunk toward the category mean by review volume; the company’s own lifetime average as the prior; absolute: 4.0★ = 0, 5★ = 100.Ashley Store: 92/100 on this factor. Category median: 89.A
92
ReliabilityReliability · 24% of the scoreHow rarely jobs go badly: share of 1–2★ reviews — 60% the last 24 months (or the 20 newest if fewer), 40% all-time; 0% = 100, 15%+ = 0; the category percentile can only raise it.Ashley Store: 89/100 on this factor. Category median: 86.A
89
Craft & serviceCraft & service · penalty only, up to −10 pointsGoogle review highlights: Quality, Professionalism, Responsiveness, Punctuality — how rarely reviewers flag them as a negative, per review since highlights began; 0% = 100, 5%+ = 0. Subtracted from the score (up to −10), never averaged in — clean highlights are the norm, not a bonus.Not enough reviews for this factor yet. Category median: 94.–
–
ValueValue · 14% of the scoreCustomers’ own price verdicts (Great / Reasonable vs Overpriced) and Value highlights; 65% absolute (all “reasonable” ≈ 80, “great” = 100), the category percentile can only raise it.Not enough reviews for this factor yet. Category median: 99.–
–
MomentumMomentum · penalty only, up to −10 pointsPenalises only a real slide: last-12-month average below lifetime (−0.5★ = 0). Still 4.8★+ over the last year, or steady/improving = 100. Subtracted from the score (up to −10), never averaged in.Ashley Store: 100/100 on this factor. Category median: 100.A
100
Replies to reviewsReplies to reviews · 7% of the scoreHow often the owner publicly replies to reviews under 5★ (1–4★). Needs 3+ such reviews, otherwise not counted; 65% absolute (80%+ replied = 100), the category percentile can only raise it.Ashley Store: 100/100 on this factor. Category median: 93.A
100
Bar = this company · dark tick = category median.
Star ratings
1,937 Google reviews we collected
- 5 stars1,86096%
- 4 stars241%
- 3 stars70%
- 2 stars80%
- 1 star382%
Praise vs complaints
Phrases our text analysis found in 1,794 written reviews
- Praise2,06797%
- Complaints693%
Topic share
How often each topic comes up in the written reviews
- Staff & attitude98646%
- Quality & results39919%
- Would recommend24211%
- Price & value1678%
- Communication1577%
- Speed & response1366%
- Honesty & trust492%
What customers talk about
We read 1,794 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“Edwan was very knowledgeable about the store's merchandise.”
“We met the Worst store Manager ever in our life who is VERY VERY extremely rude to their customer if you are not buying the product right away from them.”
“Don’t just walk into Ashley HomeStore and hope for a great experience—ask for Karriem by name.”
“Broke the light in our hallway, damaged our floors, and scuffed the walls.”
“I HIGHLY recommend Karriem to anyone shopping for furniture!”
“This entire experience has been awful and I would not recommend making a purchase with Ashley's.”
“She showed me great deals on mattresses and I ended up finding a great price on a couch.”
“Overall, the experience was good I do feel that the furniture is still over priced just like everything else for the quality.”
“The next day, Katy followed up and answered several questions.”
“I went to the store to cancel the delivery because of the inconvenience as well as because they never answer the phone to cancel over the phone.”
“Edwan was very prompt, professional, and helpful in getting another company’s issue rectified in a few hours.”
“Helpful initial service, and then after the sale, there has been terrible communication and multiple delays.”
“He was knowledgeable, patient, professional, and genuinely invested in making sure I found what I needed.”
“FRAUD ALERT: Ashley Furniture Sells Illegal Mattress Then Refuses Refund**”
People customers mention
- Larry 134 reviews
- Mike 56 reviews
- Furniture 54 reviews
- Durham 53 reviews
- French 53 reviews
- Ebony 41 reviews
praise complaint · found by our text analysis, Google review wording unchanged.
Recent reviews
Charlie10 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 5 days ago★★★★★
Edwan was very knowledgeable about the store's merchandise. We enjoyed his demeanor, which aided our purchase. Very nice and professional.
Angela2 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a week ago★★★★★
⭐️⭐️⭐️⭐️⭐️ If You Shop at Ashley HomeStore, Ask for Karriem! Karriem made my shopping experience exceptional! He was knowledgeable, patient, professional, and genuinely invested in making sure I found what I needed. His outstanding customer service and personal attention made me feel valued every step of the way.…
Tyre14 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a week ago★★★★★
Larry was amazing - took the time to show me various options related to formal dining room tables/chairs. He was patience and I didn’t feel pressured. Overall, great experience and I will definitely be back.
Mackie5 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a week ago★★★★★
Tim and the team were helpful and made the process something that we will return towards when getting more furniture. They were able to work with us and make sure we felt good about the purchase.
ChristineLocal Guide · 20 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · Edited 2 weeks ago★★★★★
We met Sales Associate, Katy, a few weeks ago and she remembered to alert me to sale event coming up. When we arrived, it happened to be Katy's day off but her colleague, Larry, stepped right up and noted the furniture we were interested in purchasing for Katy to use. The next day, Katy followed up and answered…
Rohan5 reviewsTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 weeks ago★★★★★
Averie was incredibly pleasant and helpful. She took a lot of time to help pick out what would work in our room and make the numbers work!
Photos
Customer reviews
4.9 ★★★★★ 1,937 reviews on Google · rating breakdown
Reviews from Google, shown as published (original wording, unedited).
Team members customers mention
Audrey Stewart1 reviewTotal number of Google reviews Audrey has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleSarah was super helpful and really helped us.
Response from the owner · 2 days ago
Hi Audrey Stewart ! We appreciate your review and are so glad to see you had a great experience!
venkat tallapragada4 reviewsTotal number of Google reviews venkat has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleExcellent customer care
Response from the owner · 3 days ago
Awesome! We love seeing this feedback! Thank you for shopping at Ashley, venkat tallapragada - we greatly appreciate you!
Margaret ODonnell8 reviewsTotal number of Google reviews Margaret has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleAppreciated Katy's assistance and honesty. Found what was the best fit for me
Response from the owner · 4 days ago
Your positive feedback means so much to us! Thank you for taking the time to leave this review. We appreciate you shopping at Ashley!
Charlie Neal10 reviewsTotal number of Google reviews Charlie has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleEdwan was very knowledgeable about the store's merchandise. We enjoyed his demeanor, which aided our purchase. Very nice and professional.
Response from the owner · 4 days ago
Hi Charlie Neal ! We appreciate your review and are so glad to see you had a great experience!
Angela Branch2 reviewsTotal number of Google reviews Angela has written across all businesses on Google Maps, not just this one.
Review from Google · view on Google⭐️⭐️⭐️⭐️⭐️ If You Shop at Ashley HomeStore, Ask for Karriem! Karriem made my shopping experience exceptional! He was knowledgeable, patient, professional, and genuinely invested in making sure I found what I needed. His outstanding customer service and personal attention made me feel valued every step of the way. I HIGHLY recommend Karriem to anyone shopping for furniture! Don’t just walk into Ashley HomeStore and hope for a great experience—ask for Karriem by name. He goes above and beyond, makes the process enjoyable, and treats you like your satisfaction truly matters. I would confidently send my family, friends, and anyone I know to him without hesitation. He is exactly the kind of person you want assisting you with your furniture purchases. Ashley HomeStore is fortunate to have him on their team!
Response from the owner · a week ago
Your positive feedback means so much to us! Thank you for taking the time to leave this review. We appreciate you shopping at Ashley!
PCCLocal Guide · 128 reviewsTotal number of Google reviews PCC has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleEasy to work with
Response from the owner · a week ago
Thank you so much for taking the time to provide this great review, PCC. We love seeing positive feedback! Thank you for shopping at Ashley!
Tyre Sperling14 reviewsTotal number of Google reviews Tyre has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleLarry was amazing - took the time to show me various options related to formal dining room tables/chairs. He was patience and I didn’t feel pressured. Overall, great experience and I will definitely be back.
Response from the owner · a week ago
Thank you for the feedback, Tyre Sperling ! We appreciate you shopping with us and sharing this review!
Mackie McDonald5 reviewsTotal number of Google reviews Mackie has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleTim and the team were helpful and made the process something that we will return towards when getting more furniture. They were able to work with us and make sure we felt good about the purchase.
Response from the owner · a week ago
Thank you for the review Mackie McDonald ! We appreciate you taking the time to share your experience. Thank you for shopping at Ashley!
Roxana Rodríguez1 reviewTotal number of Google reviews Roxana has written across all businesses on Google Maps, not just this one.
Review from Google · view on GoogleExcellent Sara muy amable
Response from the owner · a week ago
Awesome! We love seeing this feedback! Thank you for shopping at Ashley, Roxana Rodríguez - we greatly appreciate you!
Business details
- Address: 7001 Fayetteville Rd Ste 120, Durham, NC 27713
- Phone: (919) 228-6600
- Website: stores.ashleyfurniture.com
- Service area: Chapel Hill, NC