Placed an order in the store for a sectional for a delivery date 5 weeks out. Received a call a week before original delivery date that the delivery is pushed another MONTH out! Called the store multiple times but no one answers after being on hold for over an hour. Headed to the store to confront the team, wish me luck since others have not been so lucky.. read more

The purchase experience is horrible. It almost took 5 months to send the first delivery (Bed, Side Stand and Mirror) . They were trying to deliver a floor/opened item which had damages. I refused to accept. They try to deliver part of the items (again damaged ) and I refused to accept. again after a month they delivered two items out of 3 (except mirror). Hoped to receive the mirror later, but no calls. When I called, they rep said the mirror was returned and the order is closed. Every time, when I call, it goes on long hold. I wish I had purchased from different place. If you want to have a better experience, avoid this place. Really frustrated. read more

People with the store were very friendly. All the issues was on the delivery side of the deal. We ended up having to cancel the whole thing. There was no motivation to get us our furniture we purchased. Even after they were supposed to make our delivery a top priority they changed our delivery time with just 5 minutes left in there 2 hour window and gave us another 2 hour window. read more

BUYER REWARE: We purchased furniture from Ashley at the end of last year. When we received the furniture it was damaged. They left the damaged furniture with us and sent another replacement, it was damaged as well. Their quality control is awful. We decided to return the furniture for a full refund. They would not provide a full refund. They indicated we didn't meet the criteria because we didn't return the furniture within the seven day return policy. BAD POLICY -- DOESN'T HELP WHEN THE FURNITURE IS DAMAGED! They gave us a store credit, so we purchased more furniture. The furniture was on backorder. After waiting five months and still no furniture, we cancelled the order. We told them we wanted our money back that we couldn't continue to wait for the furniture. We were not able to get all of our money back. They charged us a fee...when everything was their fault. I would not do business with this company as they are nothing but FRAUDS. Their furniture is of very poor quality, no quality control, and a incompetent/non-responsive Store Manager. I would not recommend anything at the store. I WOULD STAY FAR AWAY!!! If I could, I would have given them NO STARS... read more

Came in on a mission for a storage bed and left with that and an awesome new chair to go along with it. Chris G. took the time to show me everything that I could have wanted/asked for and helped me narrow down my choices to get the bed that worked best for me! Definitely recommend Ashley Furniture for their quality and ask for Chris when you're there! read more

I have been looking for some casual furniture to decorate a space for my church. Sean and Jocelyn were very helpful as well as quick to respond with phone calls. read more

My wife and I went here to purchase couches and bar stools for a media room, and box spring for a spare bedroom The sales person, Jo, was very helpful in selecting items that met our needs. Were she the only aspect of the transaction, this would be a 5 star review. The quality and prices seemed fair, she helped with selection, inventory, and a delivery date. The difficulties arose in dealing with their Warehouse and Delivery systems. It is understandable that they need a window of time to accommodate travel and unexpected delays for delivery and set-up. So we decided to wait for all the pieces to become available in order to have only one delivery and one day being "locked down". Our delivery day happened to be a Sunday, which seemed better that being locked down during a regular work day, so we took it Two days in advance, they declare our "2 hour window" as 3:00 to 5:00 PM. Although there was no communication at all from them until one hour AFTER the window, there is a tracking feature in the delivery confirmation that showed how many stops were in front of us. Since we had to pass on going to friends anyway, there was only minor annoyance in staying home a while longer. The 6:00 communication was a text stating that we were next, and they would arrive in 10 minutes. Fifteen minutes later we received a call that the "truck broke" and there were not sure when they would arrive. From the rest of my dealings with their Warehouse and Delivery, I am fairly certain that the driver just blew us off. The next day I escalated to a manager and Rich worked ALL DAY to meet my request for being first stop on the next try. If it took him all day to do that, it is apparent that Delivery does not care about servicing a failed delivery. Three more days waiting and Wednesday is our delivery day. The tracking feature confirmed that we were not in fact the first delivery, but again, I cut them slack. I would only be locked down until about 10:30 AM. At 9:20 I received a call from the driver that they were on the way, but THE COUCHES WERE NOT ON THE TRUCK. In several communications before the first delivery, I confirmed that all pieces were available. WHERE DID THEY GO??? Or perhaps they were lying then too. I'll never know. And I refuse to reward bad behavior. I called the store to cancel the order and speak to Rich. He never returned my call. I am sure they don't fail all customers this badly, but buyer beware. It is obvious to me they could not care less to service their customers unless convenient for them. I went out the same day and bought from a competitor and will never set foot in Ashley again. read more

I ran into Richard here and he was great! Didn't try to force anything but was very helpful in every question I had. I did find out while shopping here that you normally can't get a different color couch and everything is normally as is. Alot of great stuff! read more

The furniture I purchased had problems from the beginning and I kept calling customer service with issues. Fabric stretching on seat and back and not holding it's shape, tears in fabric, ottoman's top cushion not staying on top, kept sliding over the side, back cushions didn't have enough polyfil so they didn't retain their shape. They always had different responses about the problems I was having, my pieces were from overseas and it would take months to repair, my pieces weren't properly coded so that I could get a replacement, that's normal wear. My calls were never returned, and when I called it was always "I do apologize" every single time. I was the one calling relentlessly for an entire year only to have a technician come out 3 times to try to fix the problem and him actually tell me that it wasn't going to help, it was how it was made. Finally, after a year, they agreed to take it back minus 15% restocking and delivery fees. I agreed, to get it done and over with, only it wasn't. They picked up the furniture on September 10. On September 28, I called for an update. Alyssa Crawford (Customer Care Manager) said I was given a refund on September 11, it could take 2 billing cycles to post. What?! I called my credit card, they said no, it only takes 48-72 hours. I waited and waited and contacted Alyssa Crawford again, she stopped responding. I had a very difficult time getting her to call me back when it was escalated to her many months prior. I finally had to dispute the charge on my credit card. In December, Rachel Neumann (Accounting Department) said yes, I was due a refund. But she wouldn't credit my account til this dispute was resolved. Seriously? It took 3 months for them to credit my account with constant vigilance on my part. I will NEVER EVER make a purchase from Ashley Homestore again. read more

The sectional delivered was not in good shape. It was damaged. I didn't sign and requested for replacement. The delivery person mentioned that he notified the store and I will get call in 15 mins. He left the damaged sectional in my house. I Waited for an hour but didn't get any call. I rang the Ashley store, Mason OH, the operator mentioned that there was no notification about the damaged sectional. After explaining everything she made updates on her system and told me that Manager will call me in 30 mins. Again I didn't get any call from Manager. I went to the store directly and sat with the person there to sort out the issue. She called the manager and then agreed to replace the sectional. She apologized for the inconvenience and mentioned Manager will call and provide some credits. I didn't ask for it but waited for the call from manager till end of day. I called to the store again and connected with the manager. I explained him what happened and clearly mentioned I am not happy with the response from Ashley Manager and staff. He said he will discuss with GM and call he back. It's been 3 days, I didn't receive any call. I waited for the original delivery for 2 weeks and now for the damaged piece need to wait for a week. I am not happy with the customer service, time spent and false promises. read more

I wish I had read the other reviews before purchasing from this store. My experience has been horrible. I ordered a bed, mattress, 2 night stands, dresser, chest, dining room table, 6 chairs, sofa table and a bar unit. I also bought 4 lamps and several other accessories. Everything but the chest was to be delivered on 8/1. The delivery people got here and said "there is only an issue with two of your items. Your mattress went with the the wrong order and the dining table was damaged, but they will both be delivered in two days". The mattress showed up three days later but those delivery people told me they do not set up furniture (Ashley had promised me "white glove" service where everything would be set up for me). So here it is a week and a half later and Ashley sends someone to set up the bed only to discover several pieces are missing. Bar unit also needs to be swapped out as the original did not include any of the shelving. Delivery date for that gets pushed out again and again. New delivery data for dining table gets pushed out again and again. I am about ready to have everything picked up and get a refund. read more

My family and I just moved here from California. We needed a ton of new furniture since our home in OH was much bigger than our home in CA. My husband and I checked out many furniture stores and even online stores like Wayfair and Overstock. The sectional we had was an Ashley and was still a good couch after 10 years! Luckily there was a Ashley's nearby so I checked it out. It was a Sunday and the store was very busy. I looked around the store to see what they had and it was a great selection with many option. I was starting to feel overwhelmed and that's when the furniture Gods sent Sean my way! I am NOT easy to work with! I am very indecisive and have zero "vision". Sean was beyond patient with me. He calmed me down when I started to lose it, he was very honest and helped me make decisions that he knew would make me happy! There was A LOT of back and forth just cuz I could not decide! But he never got annoyed and frustrated with me (at least not to my face LOL). He always listened to what I was trying to achieve and guided me there! I would email him my thoughts and pictures of furniture I was considering on his day off, thinking I'd get a response when he returned but he always replied right away! He made this process so much easier. I'm just so grateful that he was the one who approached me that day! I could not have asked for more! He will definitely be the only one I go to for my furniture needs! If I could give him more stars, I would! Thank you Sean!!! Ashleys is sooo lucky to have you!!! :) read more

Great options, fast delivery, cheap prices and helpful staff.

We downed sized and built a ranch in Lebanon, Ohio. We wanted new furniture and use some of our old furniture. We have been working with a salesman named Chris Gallienne and he is wonderful and is always there by phone or email to answer any questions I may have. The quality of our sectional, our two rugs, our two chandeliar's, a bedroom dresser are top quality and the prices for all the items were fairly priced too. I would recommend looking and purchasing from the Mason (Deerfield) store and working with Chris is a plus too!! We have continued to add more furniture since we moved to Lebanon last August. The delivery is reasonable and the deliverymen are friendly and helpful. I could not be happier with all the items we have purchased from Ashley Furniture. read more

Very unhappy customer. Couch and love seat we purchased seems to be cheaply made. Was misled by sales associate in regards to the protection plan and when we called to place a claim, we were informed it wouldn't be covered. Shame on us for not reading the fine print but assumed we could trust what the sales associate said. We initially declined the protection because of our experience with a protection plan elsewhere but was assured Guardian was different and a wide variety of accidents were covered. Response from guest services after requesting our money back for the protection plan was less than sympathetic and dismissive. From the sales floor and management to guest services, customer service is clearly not a priority for Ashley Furniture. Good lesson learned and will now shop elsewhere for our furniture. Too bad for them...we have four small children who are growing out of their bedroom furniture! read more