On Mothers Day the store manager Randy Nelson called and attempted to contact me about my complaint but alas we were out. On Monday we spoke about what transpired with the delivery and he made no excuses and listened. Randy then offered gift cards to help make amends. I declined the gift cards for myself and suggested that they should be donated to a charity and he agreed. Today I contacted Randy with the name of the charity and the contact information. The charity is Special Spaces in Naperville that creates dream bedrooms for children with life-threatening illnesses. Randy Nelson and Ashley Furniture made a very generous donation to help put a smile on a child's face. In the end, there was a resolution and children benefited, I couldn't think of a better ending than that. read more

Never shop there. I order a bed and they keep canceling the order. Customer service is rude and they do not want to help.

I actually appreciated not being hounded by salespeople after I walked in the door. It was refreshing to be able to browse freely for a few minutes. "Lana" then came over and greeted me, and she was very nice and informative about their furniture. She was very up front about how much of their inventory was on backorder due to the pandemic. I ended up buying a nice recliner, even though it will be several months before it is delivered. I was so impressed by the quality of the recliner, the price, and the service from the salespeople, it is worth the wait. read more

Worst customer service I have ever encountered. Buyer beware-if a salesman tells you you can return something for a 10% restocking fee, THEY ARE LYING. Once anything is off the truck and in your home it is yours forever no matter what. Have an issue? Good luck speaking to anyone at the store you called. It will go to a call center, and strangely enough, whoever you're trying to reach is either not working that day, on lunch, or at a meeting. No one is helpful, no one has a clue what's going on ever. I'm still waiting on 3 items that I ordered in September. Every time I call, the date is pushed back bc one of the items is not in stock. That item changes every time I call. And every time I call I'm on hold for minimum 20 min. Save your sanity and go to Macy's or literally ANYWHERE ELSE. read more

We had a great experience at Ashley Furniture. Daniel was so great to work with. He took such great care of my handicapped Dad. He got him a wheelchair without us even asking. At the end of our purchase, he even walked to our car. read more

Horrible customer service. We ordered a bedroom suite at the store. The date when it was supposed to arrive came and went, and we got no word at all from the store about the delay. When we tried to call them, we were bumped to the corporate office. Despite calling many times, we were never able to reach the store over the phone. We finally had to go back there in person, and were told that it was going to be a few more weeks. No apologies at all. in fact, we were treated quite rudely. I'll never shop at Ashley again. read more

Went to help my mom pick out a couch, ended up buying one myself too. Salesperson was very friendly, and put up with all of our questions on a total of 3 trips to the store for the 2 purchases (we were being a bit indecisive). They also matched the pricing we found at another store. Delivery was on time, delivery people were polite and efficient. They didn't make a mess, and they even helped me put felt feet on the couch before setting it up! Most importantly, I LOVE my new Quinlynn reclining sofa, and mom says she's very happy too :) read more

I've made three purchases from Ashley in the last three years and regret every one. I was happy when I made the purchases, but things did stay that way. I bought a mattress for my daughter's bed in less than a year she complained that her back hurt. I looked at the mattress and it had a big dip in it. I called the warranty company, they came and measured. The guy told me that if the dip was less than and inch and a half then it wouldn't be covered. But it was more than an inch and a half, a lot more. Did they cover it? No. They found a small stain on the mattress, well that small stain voids the whole warranty. I also bought a bed frame and a couch, both with their own long sad stories. If you need more drama and disappointment in your life buy here. You won't see me there. At Ashley you spend you hard earned money on things that seems nice, until you use them. Next time I go somewhere else. I hope they go out of business. read more

Ashley Homestore Furniture has the worst customer service representatives! You confirmed my delivery for today last week! Now it's too bad the route is full!!! No apology no sympathy just the worst!! I will never shop here again!!! read more

We went in with our kids to purchase a sofa set with chaise last Friday at this location. We had the worst customer experience ever. The person who helped was by name Malika or something was trying to steering us to buy a entire sofa set instead of what we wanted and when we asked for a measurement on a set which was in clearance which was similar to the regular priced one, she just sneered at us and said it is the same. She said if the piece we buy is clearance one then we need to use another guy for transport as Ashley doesn't do transport on clearance items. I asked them the contact information for the guy and when she went to ask an associate about it, they were just making jokes on us for no reason. The moment they did that we just walked out of the store and went to Ashley outlet furniture store in Romeoville and made a purchase on the brand new set out there. The customer service provided out there was amazing and also so friendly and kind. I think this business will lose out more and more customers because of such pathetic associates. I hope they are trained on how to treat customers before they learn anything about sales read more

I have now had 12 deliveries scheduled and 12 deliveries cancelled. No one calls with updated information or even returns phone calls at this point. Never ever buy furniture here. Pandemic or not customers should never be treated like this. Awful awful awful!!! read more

Don't expect to ever see your furniture delivered, "White Glove" delivery means they don't get their hands dirty, or sweetly, because they schedule your delivery and then cancel it... so far every excuse has now been used from it's not in yet, to our computer crashed, to it was damaged and they had to reorder it, several others...very disappointed , disgusted and down right fed up. 5 delivery dates set up...no dresser yet...I'm done! Never shopping there again. Warehouse does care, they shuffle you to the store you bought it from, sale guy says he is looking into it, store manager tells you she is looking into it...no one really does anything...Good luck to anyone that buys furniture from them.. that's all I can say read more

Love that they don't bombard you as you walk in. The sales person Lauren greeted me and pointed me into the direction of what I was looking for. She was very helpful and I was able to make my purchase stress free thanks to her. read more

Awful customer service. Ordered a 24 piece set and That included dishes and place mats and I have been calling for 3 weeks now to find out when they are going to be shipped and every time I call they tell me a later date. I called today and the lady put me on hold for a while so I hung up and called back. A lady answered and I told her I was calling to check on the status of my order and she laughed and said that no one was there that could help me everyone was on break. Professional??? Not at all and very rude. I would even give this place 1 star but I had to in order to post my review. read more

I ordered two dining sets and a bedroom set on 7/22/2020. The salesperson Yousif said it will be delivered in 8 weeks. After 9 weeks I tried to call their 800 number multiple times to get an update and would wait on hold for upwards of 30 minutes only to have someone pickup and immediately hang up on me. I sent Yousif several emails with no response. This week marks 10 weeks and we received a text to choose a delivery date which I did immediately. The auto response said I will receive a 3 hour window within 48 hours of delivery date. I never received the window so I called the day before. They said only part of the order was ready and the bulk of it will not be be ready until 10/27/2020 which I'm would total 14 weeks. The woman also said there was no way that this order should have been quoted at 8 weeks as each piece is made to order. I said then your salespeople should not be quoting that and that your customer experience is terrible to which she replied "totally!" Are you kidding me?!? There is your new catch phrase Ashley! "Come to Ashley Furniture where we lie to your face to make a sale and give you an awful customer experience, totally!" read more

We went in to get a new living room set. We are incredibly indecisive sometimes. Dan who helped us was very patient, and extremely helpful and knowledgable about the products and inventory in general. Was a very pleasurable experience. Usually parting with money is not so pleasurable. And the products are great. We have bought from Ashley before and always find the products to be great and super value for the money Thanks again Dan!! We will see you again. read more

We were in the market for a bedroom set for my daughter. From the minute we walked in, the salesperson never left our side or gave us a minute to breathe. She showed us everything they had, several styles of which made no sense for a teenage girl. Even after we explained that we were just looking to get ideas, she asked if we were ready to sign a financing agreement. She then asked if we'd need a mattress. After we made the mistake of saying yes, she started flinging mattresses on the floor and asking my daughter to try them out. I think she believed she was giving good customer service, but it came off as way over-the-top pushy. We got out of there as fast as possible. We ended up buying one bedroom set at Value City Furniture and another set for my other daughter at Art Van. The salespeople there were accommodating but gave you space when needed. Future reviews on both will be coming once all is delivered. read more

WORST EXPERIENCE EVER!! DO NOT BUY FROM ASHLEY. EVER! In August 2020, we bought a power reclining sofa and loveseat for $2000 and also purchased protection with it for additional $299. After a 3.5 month long wait it was finally delivered on November 19th 2020 but the couch was damaged with rip/burn mark and the love seat is not even manufactured correctly. The middle cushion of the loveseat doesn't extend all the way like we saw in the store. Also, the remainder of it is sharp wood, which hurts when you place your hand there. So far between the first delivery (which I am glad I kept because I would be left with no couch if I waited for other deliveries) and now, there have been 5... yes FIVE delivery attempts. I have a 3 month old baby at home and each time I have to reserve my building elevator, clear the pathway for them to bring the couch, only to hear that the new order is more damaged than the first one so then I have to refuse the delivery and return it. I call their store and they tell me to call customer service. Their customer service is completely incompetent to handle any issues and assures me this will be the last time and then delivers the SAME damaged couch. It's like a game for them because every time I have to talk to a new customer service rep who has no clue what happened the first few times. I wonder how the merchandise even makes it out of their warehouse considering they guarantee that they "inspect" their products before delivery. The sales rep (I really want to name them but I won't) who sold us the couch told me she "cannot do anything" and that I should talk to customer service. Really? That's your response? So now it's MY PROBLEM because they want nothing to do with it. When I call customer service, I am placed on hold for more than 30 mins just for the customer service rep to tell me "they will put in an exchange order" and then deliver the same damaged couch again. It feels like now that they have my money, they're least bothered with how the product is delivered. I've sent 5 emails (after every failed attempt) to Ashley and received no... ZERO responses. I also spent $299 buying protection for this couch which is apparently worthless as well since the store manager told me they can't refund me that money either. When I asked why? I got no answer. They can't even give me a discount or a partial refund for the mistakes THEIR business is making. I've reported their business to BBB. DO NOT trust Ashley Furniture with your hard earned money. They have ZERO respect for their customers. Once their furniture is out the store, it's YOUR problem if it arrives damaged because if they did genuinely care, they would've done something about it instead of making the same "mistake" 5 times. Needless to say we will NEVER take our business to Ashley again! STAY AWAY!!! read more

I can't even bring myself to except the type of service I've received from Ashley Furniture store! A little bit of back story we had been looking for a bedroom set for quite some time, we finally decided on one from Ashley the in store experience was fine Wally the manager helped us after we were waiting for a sales rep for awhile. We bought it and got a delivery date... All good right??? NOPE!!! They called to schedule my 1st delivery out of 3 I might add! I verified twice to make sure since we had to move furniture around. The day of delivery they said no you aren't in the system! Fine set another day. The delivery gets there a week later they built the bed and they are working so fast mind you it's a 3rd party they hire to built your product and ONLY WANTS TO BE THERE AND GET OUT ASAP! his words "We need to get done by 2" it was 1:45. They of course strip the screws that go from the bed frame to the bed and the foot board and the foot board is also DAMAGED! I flied a complaint they do an exchange file NUMEROUS reports they send a Tech out for a second time they have the head board and foot board no screws... We return the order schedule another delivery time. The THIRD delivery called twice to make sure they had the screws! GUESS WHAT!!! no screws have called corporate, the customer service line, the manager at the Naperville location, chatted with online support and NOTHING! please save yourself from this place! DO NOT PURCHASE FURNITURE HERE!!! read more

It is impossible to get hold of someone at the store. After about 45 minutes wait time, it transfers to customer care center who has no idea what is going on. My delivery was rescheduled 3 times with no notice whatsoever. I was told that my 1.5 months wait for a recliner is nothing because there are people who are waiting since January. Its mid July! I do not recommend Ashley Furniture, since you will not get your order, even when you pay for it. read more

Our service was fine, the salesperson did his best. The showroom is a little confusing which I'm sure is how they designed it so you'd have to see everything in order to look at what you are shopping for. The point of my review is for people to realize, you get what you pay for. We bought a $1400 sectional about 5 months ago, within a month it was already coming apart at the seams. I've had to sew it a few times. Also, it hasn't kept its shape and doesn't look very nice anymore. The kitchen table we bought is chipping and wobbly. I won't buy furniture from Ashley again. read more

I have NEVER had a worse experience than dealing with Ashely furniture. The sales team and people at the store were great..BUT THEN CAME THE DELIVERY. What a nightmare. We did an exchange...not one but TWO prices completely damaged. THEN on the phone with customer service as they told mean that they would not do the exchange and separate pieces I tried to explain to them that I want the old stuff out and whatever is not damaged of the new stuff in they refused then 20 minutes into talking to the customer service she says that they will do it but then we look out the window and the delivery truck just leaves don't know what's going on still and this is the third failed delivery with Ashely furniture. read more

Furniture is great. Customer service is lacking. They are just interested in the sale. No continuity after the sale. They follow you like Piranhas around the store, however if there is a problem after the sale it's your problem not theirs. So I learned each Ashely is independently owned and sets their own rules. The piece I purchased was a little large for the room. I simply wanted to exchange one side of the pc for the smaller pc. The furniture had just been delivered by the way. And I was told by my original sale person in a condescending tone that they don't do refunds, well I apologize for not bringing my tape measure to the store, nor knowing the exact dimensions of my room but a refund and an exchange are 2 different things especially when the pc I want is more expensive than the one I currently have. They lost a customer whom happens to need 2-3 extra rooms of new furniture. read more

Horrible experience from the day i made the purchase and left the store. I wish they had an option for zero stars. Never again. Don't waste your time and save yourself alot of headaches. -Furniture was backordered and delivery date was pushed back multiple times. Too bad they never called to tell me my furniture still was not all in the warehouse ready for delivery; I had to call them to check in every time and was told oh yea we are going to have to push that date back. Apparently they forget people have to call off work in advance for these deliveries? - immediately after the delivery drivers left I realize my couch is damaged in 3 different areas. I took pictures and sent to customer service right away After sitting on hold for about an hour. Of course they don't offer to replace the damaged item but will send someone out to patch the 3 holes! - now 2 weeks later I'm still finding holes ( slashes actually that look like a box cutter) but oh too bad its been over 72 hours from delivery so they are still unwilling to exchange the damaged furniture . - " customer service" tells me to call the store, i call the store and they tell me to call customer service. Each time u call customer service be prepared to wait for at least 45 minutes before you can talk to anyone and of course they never have a reference number for this call. Oh yea, and Customer service says its my own fault and I should have inspected the furniture better before the drivers left. What company blames their customer !?! - so now several months later i have a couch with at least 6 holes in it( that were there at time if delivery) . Am having to take yet another day off of work to have someone come out to patch the holes in my leather couch (!?!?) And am still finding more areas of damage. *** please inspect every inch if your furniture with a flashlight from top to bottom if for some reason you feel so compelled to order from this company. UPDATE:the ridiculous saga continues. After having 2 other "new"couches arrive also with tears and holes all over, I today am waiting on my 3rd couch delivery.I spoke with customer service to schedule delivery for today and received multiple text messages confirming delivery today between 8:15 and 12:15. Of course, I'm sitting here all morning waiting for the delivery. At 12:30 I call to check the status of the delivery and am told there is nothing scheduled for me for today and I need to reschedule again!!! I reschedule for next Saturday but of course there is no reference number for the phone call/conversation and no confirmation number for the delivery! Im very close to filing a complaint with the better business bureau. ***please so not use this joke of a company*** read more

If you're going to shop here let Andrea help you. No pressure, very efficient. I was in/out of the store in less than an hour. I had stopped in previously to shop and picked out what I wanted. Came back the 2nd time to purchase the sofa. However there was 1 salesman in there that stalked me and my girlfriend around store. Was very uncomfortable. read more

My parents have ordered a new bedroom set that included two dressers, night stands and a bed frame. The first delivery had two pieces be broken so they were sent back and came another day. The second time there was still another piece completely broken. Now they set up a third delivery date and then it was just mysteriously cancelled. This is ridiculou. read more

Terrible Terrible Terrible. DO NOT SHOP HERE. My story begins 6 months ago when I made the mistake of going here. Sales girl ordered wrong items. Over a month later they arrive. I went to store and she admitted her mistake. Order was "corrected". Several weeks later, once again wrong item show up. I find correct item online and order as corona virus closed the store and I was feed up with them. Once store opened back up I tried calling store but it is impossible to get a live person on phone. I then went into store, found the store manager (Wally) who was literally yelling at another customer. When it was our turn to speak with him he was rude. Luckily sales girl recognized me and came over and apologized for second mistake. He told me he would process refund and I would have in two weeks. I told him to call me and verify it went through. No call or refund ever came. I went to store again and saw Wally. He told me it was probably still processing even though the two weeks were up. He then gave me a refund receipt and said he would do personally. This was three weeks ago. Still no refund. I contacted the corporate office and got a call from them today. They told me "oh no, yes we have had several complaints but this is a franchise store, we can't help you". So my b.s. refund receipt is from the parent company "dba" Dufresne Spencer group who is the franchise for this location. Their reviews are horrible. I can't depute with my cc as it has been to long even though corona virus lock down occurred. Unfortunately I gave them back the wrong item. All I have now is a worthless refund receipt. I'm going to visit Wally personally and we will get to bottom of this. My advice, run from this place unless you want to get ripped off. read more

Our experience with Ashley has been an utter nightmare. On August 23rd 2020 we ordered 4 rooms/8k worth of furniture and were told 4-12 weeks due to Covid. Our dining room set arrived relatively quickly only it had a crack in the leaf. We called our sales rep Lana and she assured us that she would take car of it. After a month of back and forth with her we stopped in the store on her off day and discovered that no notes were entered in our order and that we were basically waiting for nothing. Spoke with a manager and they tried to send us a repair person rather than replace the new table. As if we would pay full freight for damaged/repaired furniture. Called Corporate and eventually got the table replaced. Fast forward 5 weeks and we received a single coffee table minus the end tables. Several weeks past and we go a notification that 2 of our sofas and the end tables would arrive in 2 days. We then went on Facebook Market Place and gave away our sofa for free to make room for the new sofa/love seat. 2 days went by and not so much as a phone call from Ashley. Not only did they completely waste our time but at this point in the game we no longer had a sofa to sit on. Fast forward a month and we received only our formal living room set again minus the end tables. The delivery guy said that there was an error with loading and our end tables were on another truck. He assured us that he would link up with the other truck and bring them shortly. You guessed it, no tables no courtesy phone call and I waited around wasting another day. Since then, they have scheduled our family room sectional and end tables to arrive on Jan 4th 2021. They also pushed back my man cave recliners until the end March of 2021. For several months we've had to call in twice a week to get updates on when and what might be in stock hoping to schedule a delivery literally doing Lana our sales reps' job for her. Fortunately, my wife had some time to kill today and stopped in Costco. We purchased 2 sofa sets today and will cancel the remainder of our order tomorrow morning. I'm not going to continue to beg for Ashley to take my money. To put things in perspective I have a friend that broke ground on a new home in Dallas in October 2020 with a scheduled completion in March, they're way ahead of schedule and their new place with be ready to go in February 2021. I'm amazed that a home can be built before I can get a couch. read more

Bad experience will not be back. Bought bedroom and contract said they would call 2 days early and I needed to reply day before or would be canceled. Got call on Saturday and tried to call back but number they left said this line does not accept incoming messages. Tried calling store and they never answer. Monday called to confirm my Tuesday delivery and already canceled. Have to wait 2 more weeks to get furniture. Asked for a manger to call me and no call by 4pm, called and got them before they closed and repeated my request for a call and 2 days later and still no call. This Business has made it clear to me they do not value their customers. Many good businesses are suffering due to Covid why support a bad one? read more

First time buyer last time buyer . Customer service is brutal. Bought a china cabinet in March and here it is middle of May still can't use it. Glass in doors came chipped. They reordered glass 2 more times and both came chipped as well. I demanded a new cabinet and after a struggle they said yes. Now I sit here today may 24 th at 12:00 waiting for it to show up when they promised a delivery between 8 and 12 on the 24 th Can u say brutal again!!!!! OMG now they tell me the delivery is rescheduled to 2:30 to 6 this is unbelievable . This is the worst customer service in the planet Ok it just got worse our new China cabinet arrived in worse shape than the original. I can't take anymore, heading to the store to stop the madness, my god how do you run a Buisness like this. read more

Ryan was great.! Helped us find the beat option for our family room furniture and a new mattress. Things were clean and very well organized

Purchased a $2k sectional here in early August of 2020. Estimated delivery was 1st week of October. I realize this was an estimate and wasn't going to freak out if not delivered then. I called the number I was given the week of anticipated delivery and, after being on hold for 20+ min, was told my furniture would delivery Oct 17. I called 2 days prior and, after being on hold for 20 min, was told my product would not be delivering until 10/30. I was mildly annoyed. Called again on 10/30...hold for almost 30min...told not for another week. I demanded to speak with a manager and was told there was no way to transfer me and was hung up on. Multiple attempts to reach sales resulted in the phone ringing through and hanging up. Called customer service. Hold for 30min, informed a manager would call me back within a day. No call back. I was irate at this point, but on that Monday, I received a text to choose my delivery date with some choices. Scheduled delivery for 11/6 and called to confirm my delivery on 11/4. After being on hold for 25min, was given a delivery window of 12-4pm. I removed and disposed of my existing furniture on 11/5. I called around 2pm on 11/6 when I couldn't track my delivery online and was informed (after an extensive time on hold) that furniture delivery was rescheduled for 11/12. This was not communicated by the store in any manner and I demanded to speak with a manager. I was hung up on. After multiple attempts, I was finally able to reach the store and spoke with Wally, the store manager. I admit I was not in the best mood, and gave Wally an earful. Wally assured me that he would investigate and call me right back. Big surprise...no call back. I was able to reach the store later that night and was told by Rose, the customer service manager that my furniture would deliver on 11/14. Finally did arrive on that day. Overall, this was a terrible experience. Ashley had no problem taking my $2k, but made no attempts to make things right. I was repeatedly given the run around on my order, and no one could tell me definitively when it would deliver. Bottom line is this is the worst customer service dept I have ever dealt with on any level. I should add that when I tried to cancel my order and get my money back (I paid cash, by the way), I was told I'd have to write to corporate and wait for a reply. Never again. read more

I have never had such a terrible experience in my life. Don't waste your time with Ashley. All you'll get is lies and the run around. I went into the store on 5/10/2020 and purchased a sofa and coffee table. I paid cash and was told delivery would be 6/3/2020. I called to confirm the delivery a few days before the delivery date and was told my items were not available until 7/9/2020. I called our salesman Frank and he apologized and gave me a $50 credit on the delivery and he gave me a delivery date of 6/25/2020. I called today again to confirm the delivery I was told our order was canceled. No notes and no notice to us. I was told I would get a call back within 3 hours. Again nothing. Now they have my money and I have no furniture and no contact. There is no customer service. Only lies. read more

DO NOT BUY FROM ASHLEY! We ordered 2 couches! And only received 1!!!!! (When our email said we would be receiving 2 couches!!!) I had to call 8 people in order to find out where my couch was and why it wasn't delivered. I was told two stories! one that it was on back order, and the other was it wasn't unloaded from shipping!!! I was LIED too and told that we would receive it on Monday (where I had to take another day off work to be home) and then I was called that the day had to be moved because a delivery truck could not make it out on Monday!!!! Worst service ever! Do yourself a favor and don't even waste your time or money here! No on will help you!! And they won't fix or even offer to help the situation they messed up in the first place!!! I will never purchase anything else from Ashley Furniture!!! read more

I wish I could give them negative stars. The Good: they respond to BBB cases. The Bad: They will lie to you in order to make a sale, then... when they refuse to help you and you go to BBB... Corp will force you to go back to the store that lied to you. The Ugly: When you complain to the store, to BBB (And I'm sure it will happen after this review), employees from this store will call to harass you and demand that you remove the review OR close the case. Thanks for giving my mom multiple anxiety attacks and for selling her a bed that hurt her back and caused her to go to the doctor's office multiple times in the 7 weeks she's had it. PS. Thanks for not bringing all of the parts and all of the nasty F U messages. BUYER BEWARE! SCAM ARTISTS, LIARS and BULLIES at this store. read more

I have called three different Ashley stores in my area to ask if any of them have a particular sofa in their showroom (which I have seen on their website) so I could go in and se it in person. There was no answer at any of the stores after repeated calls. It was nearly 10 calls to each store over the course of a few hours. What kind of store doesn't answer their phone? read more

Overpriced piece of crap! The sellers are funny too! I make you discounts, I make you discounts... no discounts, no quality, no delivery on time! If you actually know what it's worth just try to talk them to a price you want to pay because its just cheap! Two weeks with just a part of the couch! Had to say it since I'm furious for getting stuff from them not knowing or reading the reviews! Bastards! read more

I just had a TERRIBLE experience with their home delivery. I live in an apartment building in Chicago and have restricted elevator usage. I am given a two hour window to have any large deliveries brought up. I know that is short, but it's an older building with one property manager who isn't onsite during the day. He physically waits the two hours if requested. When I first ordered my item I specifically told the sales assistant who I was working with about my dilemma. She assured me they would note it and they would make it happen. I also was told to call their hotline and once again remind them a few days before delivery. Delivery was set for today, Monday between 2-4PM. I called the Saturday before to ensure my 2-4PM delivery time was noted. I was assured once again it was and they would make it happen. I was told to call Monday morning to once more remind them. I called this morning at 8:30AM and was told that they see my note, I will have my item between 2-4. I take a half day off work to be home to receive them. By 3PM my super calls and says he's been waiting an hour, are they coming? I tell him they should be arriving soon. By 3:15PM no one has showed up and I get a call from dispatch saying the delivery wouldn't arrive until 6PM. Huh?? I tell her there's a mistake there should be a note on my file stating I have to have them come at the latest 4PM. She has no note. I tell her about my call this morning. She has no record of that. I call the hotline I spoke with this morning and they too have no record of my call this morning. How is that possible?! They connect me with this store and the store manager gets on, Wally. I am very upset as I have now missed work and my super will be leaving at 4. I tell him I have told multiple people on multiple days I have an elevator restriction. He tells me they can't guarantee anything. It's up to me if I want to cancel or not. Cancel?? I loved the item I was getting. How about instead you tell me you're going to get on the phone with the truck and get them routed to me immediately. How about you ask if it can be delivered first thing tomorrow? A discount possibly? How about you do SOMETHING except ask me if I want to cancel. YOU put the idea in my head so that is what I did. I cancelled the order because I refuse to work with a company that gives up so easily. There were plenty of other options to use. I understand a 2 hour window is very very difficult, but for someone who has been vocal about it to multiple people on multiple days you put in a little more effort than asking if I want to cancel. If you map out the routes each day, why not take into consideration the elevator restriction deliveries and factor those in a bit more to keep your business. read more

Excellent time at Ashley. Salesman, Frank Alonso, greeted us at the door , explained current specials, and then left us alone to browse. When we did have a question, he was available and had answers. We ended up purchasing new furniture that day. We always go to Ashley first when we need something...and we usually never have to go anywhere else. read more

I would give 0 if it was an option. We ordered 2 couches, a dining set and 2 end tables mid May. The 1 couch was on back order it set to be released June 26th... this is what the rep told u. So we agreed to wait a few extra weeks. June 26th came and went with no couch, we attempted to call for a delivery update and were told that the couch is back ordered indefinitely and the date they had was September 2021!!! We called the store and of course no answer. Went into the store and met with the manager Wally, we were extremely upset and felt as though we were lied to. Wally told us that the rep could not have told us a release date as they did not have one. I assured him we were told it would be in by June 26th. This causes a loud exchange between the manager and my husband. I asked what we can do, we have no furniture in our front room. He just kept repeating himself that his staff does not lie to get a sale, implying that I made up a date and conversation. I asked Wally if there was anything else that would get in its place since we have an empty room. He told me at this point (Early July) a lot of his stock is back ordered due to the great rates and all we have left is out of my budget. At this point I just wanted to cry I was so excited for the furniture in my new house and I am getting no where. Wally said he would call the warehouse and see the exact date it would be in and he would call me back the next day. Well the next day comes and goes... then the following..... I call the store leave a message no returned call. I call again the next day talk to someone who said Wally would call me back, no call back. Finally a week later I call and just ask them to please cancel my order! At this point I have already attempted to call the call center to do that but between hold times over 30 mins, and disconnected calls I have no where to turn. Finally I get Wally, who tells me he can get me the floor model couch, the one that everyone has been sitting on ...... but I have to hire and pay for an outside company to pick it up and deliver it. I ask if he can get it delivered since we paid to have everything delivered and put together, he told me no and there is nothing else he can do. At this point I ask him to please cancel the couch I want my money back. He tells me he will have someone from refunds call me back to set it up. Guess What!! No one calls back!!! 2 days letter I call and another associate who tells me he sees the refund order but it was not processed I should have the refund in 7-10 days. Today is 8/27/2020 I still do not have a refund. After calling the store 3 times with no answer, and calling customer service 2 times with wait times over 25 mins I am told there is a credit sitting on my file. I asked why it has not been processed, I am told well the store needs to process it and verify the credit card number and that has not been done! I asked for a refund back on 7/25/2020!!! While I am verifying things with this rep.... I get hung up on! How can a company do business like this? Why is there no communication, and why is it right for a store manager to raise his voice and belittle me in front of my kids. I will NEVER do business with Ashley again, I would say just not this location but the fact that the customer service is so disorganized my business will be going else where. Coming from a customer service background for the past 15 years I do not know how Wally became a store manager. He is completely unprofessional. I know we all have a choice on where to spend out hard earned money, and my recommendation is anywhere but Ashley's. I do not usually do reviews and when I do on the rare occasion they are to sing praise. This has me so upset that I need to share it with everyone else so hopefully I can help others avoid this spider web. Just to let you know we are also considering having all the furniture that was delivered picked up and we will REQUIRE a full refund immediately. We have held up our part of the bargain and time and time again we are the ones that are getting screwed. I have 2 co-workers that have recently purchased new homes and asked my opinion on where to get nice furniture and I had to tell them to avoid Ashley Furniture at any cost. I hope you are all happy and satisfied with what your office caused and now everyone that checks your reviews will see that you are not trust worthy and do not deserve anyone's business. Shame on you Ashley Furniture!!!!!!!!!!!!!!!!!!!!!!!! read more