I had the absolute worst experience with the Ashley Furniture store in Naperville. I would honestly give 0 stars if I could. I have ordered almost $8,000 in furniture from Ashley Furniture over the last 4 years and haven't had any problems until now. I ordered furniture from this store three weeks ago - I called two days after the order because they charged me $40 more in store for something I could have gotten online cheaper. They said my rep would call me back the next day.. 3 weeks later - still no call. Then today, my furniture finally arrives and my headboard is damaged. It didn't even have to be taken off the truck because the damage was that visible. I called the store SIX times and no one answered the phone, nor do they have a voicemail set up. I had to wait on hold with customer care for 20 minutes before a representative answered the phone.. only when customer care transferred the call did the Naperville store pick up the phone and they were downright rude to me on the phone. Everyone deserves respect when it comes to customer service, but you would think they would be extra repsectful to repeat customers who exclusively buy their furniture. This will be the last purchase for me. read more

If you want customer service and your furniture delivered timely and that works for you, don't shop here. I cancelled my order and no one really seemed to care or try to remedy the problem. So...there you go. They don't appreciate your business and are not accommodating at all. Pay more for your furniture from a company that wants to do business with you. read more

Terrible! Do not buy from here! When I was purchasing a mattress, they told me they had a 30 day exchange program. When I tried to exchange today, they refused. Manager stated the no exchange program is clearly stated on the back of the invoice. When the Manager and I questioned the Salesman on what was told to me by him, he completely lied again by stating he informed me of the no exchange policy. Unbelievable!! They can lie, no stand by their word, and now I am stuck with a $1,000 memory foam mattress that my daughter hates. Never again will I buy from Ashley Furniture, and I will do all that I can that no one I know buys from them as well. read more

Just walked into Ashley's furniture store in Naperville with my girlfriend. Only to be ignored and told they will not beat a competitor down the road. Buyers beware! They are rude and over priced. read more

I just moved into a new home and needed to furnish 4 rooms, great service while in the store once the sale was over so was the good customer service. very expensive table Poor Craftsmanship Ashley Would NOT take it back even after 3 deliveries. Never again will I shop at Ashley read more

The customer service was below average. The rep showed little interest with us as soon as we finalized what we would like to you. He did not want to look for packing material to protect the paintings. Felt like buying from garage sale. Did mention that to the rep and then he tried to help us. He was not very friendly. read more

Went in last Saturday looking for a new sofa. Frank, the man who helped us, was very friendly and professional without ever being pushy or clingy. I highly recommend asking for Frank. It was our best experience in there yet. We purchased a leather sectional and went and picked it up ourselves the same day. Super happy with our selection. read more

For value and choice Ashley is the place. We bought our first set of master bedroom furniture after 13 years being married. They delivered on the date as planned, set it all up, and took out the boxes. Our sales rep Karen kept us informed every step of the way. We will be back. read more

Purchased several pieces of furniture on November 20, 2018, exceeding $5,000. I should have listened to the horrible online reviews! I even asked the sales rep, Mohsen, who was very kind, about their horrible ratings. He said they had been having difficulties with honoring availability and delivery of items. 2 weeks prior to delivery date scheduled, I call Ashley store to check on status. Sleeper sofa was not available; however, they didn't have the common decency to contact me. On December 21, 2018, delivery men informed us that the they had the sleeper sofa, but not the all-seasons room furniture. THEN, they stated it was actually in the truck, but no hardware to build it. Ironic, as they had just complained about the long drive to our home. Can't prove whether the hardware was missing or not. They tell us that someone will be in contact with us. Not. We waited until 12/27 then called the store. Store clerk said she would call me back, she didn't, then I called on 12/28 spoke to another clerk who said she would check on it and call Customer Care. Manager Claudio then said we have to call Customer Care ourselves, we could not return anything, nor could we cancel any protection plans. He said he would send us $250. to be spent in his store. Just what I wanted, to have more dealings with Ashley. Have you attempted to contact Ashley Furniture Customer Care #866-436-3388? Prepare yourself for a brutal experience, average hold time for us was 35 minutes. Spoke to Margie who seemed very kind and concerned. She was going to call me back about the hardware. This was I week ago, heard nothing, so I called them today. On the call for 26 minutes to find out that the hardware now needs to be ordered and shipped to us then I must call them again to schedule a technician install date. If you haven't shopped at Ashley, don't. Save yourself the stress, frustration, and anxiety. read more

Marilyn Carter is an excellent and knowledgeable sales person. The loveseat (actually a wide reclining chair) is fantastic (so far). It hasn't been a week of ownership as of yet. The delivery gentleman were very nice and efficient. The delivery window was a little annoying (between 1:30 and 5:30 p.m. on a Friday) because we were the LAST delivery of the day and would have much preferred early morning. Delivery voicemails were helpful, but a delivery past 5:00 p.m. on a Friday? May I suggest that Ashley place a personal touch upon purchasers and actually verbally speak with them after delivery? Hands on rather than a faceless/voiceless electronic mail format. read more

Customer Service, sales person & delivery staff were great! Thank you!

Great experience with Ashley, great product, smooth delivery and set up! I am beyond happy with my purchase!

Buying furniture is never a pleasant experience. Well Ashley did a nice job with our sales man, he was down to earth and easy to speak to. Our first day was great. Then delivery was an issue as we were only delivered 2 of the 3 pieces we purchased, on the Sunday before Labor Day. We were missing the mattress pad $250. So I call the customer support line and was on hold for 53 minutes. Now I understand that it was a holiday weekend, but then they shouldn't have chosen that day to deliver. So I finally get through and they inform me to just visit the location again they'll have the product. Well I was currently at work so my wife drives 22 miles one way back to the store, and they don't have the right one in stock. so they give us an alternative option, great. A few days later they call and inform me that the correct one is in stock. Great I can't wait to waste an hour of my time to drive back there again. Good thing I paid $150 for delivery. read more

Debbie Hunsucker was great to work with. Highly recommend. She'll take good care of you. Excited to get my furniture!

We stopped in there on Presidents Day to buy the King Porter Storage Bed and a S&F mattress. Store is laid out nicely, and Sales staff was helpful. Bed and mattress was delivered 4 days later, on time, and the delivery crew was awesome! They were very professional, quick on installation, and the bed looks great. Very good experience. read more

Bought furniture and a mattress at Ashley Furniture back in June 2013. Every piece of furniture had to be replaced and even the mattress sunk to an inch and half in the first month. Ashley gave us credit to buy a new mattress, which we upgraded to a Sealy bed. Now 12 months later the mattress is sitting at an inch and a quarter low and they won't replace until it's at an inch and half. Their customer service actually told us to call back every 30 days until it reaches the inch and half. Are you kidding me??? Like we have time to call every 30 days to have a tech come out to the house to measure our defective bed. Unbelievable dealing with this company. I will be telling my friends, family and whoever I run into looking for furniture not to shop at Ashley Furniture. read more

My wife and I purchased a fair amount of Ashley Furniture recently expecting to have a good experience and comfortable furniture. Well our expectations were trashed and I would only hope that Ashley would make it right. Quite frankly, I doubt they will. We received our order to find significant flaws. The delivery people convinced us that we should have a tech come out and fix the issues as opposed to refuse this particular couch. We decided to take the advice and he assured us that a tech would be able to come out during the same week because it was still early in the week. He supposedly took photos of the flaws and uploaded them to submit to Ashley so they could schedule a tech. I did not hear back from Ashley on those issues. I received a phone call a week later from a Customer Satisfaction rep and I told her about the issues and she had me take photos and send them to her directly and she scheduled a tech to come another week later!! So the tech came, looked at the issues and determined he would have to order a whole new arm for the couch. After gaining his perspective we decided to roll with his plan. He said that Ashley would call me in 2 business days and they called in 4. They told me they had to order the parts and she described a few different parts which were different from the diagnosis that the tech told us so I relayed the info to the Customer Service rep. She put me on hold and when she came back on she said they would exchange the couch for us and that it takes 24-48 hours to process this exchange and she would be giving me a call to let me know the delivery date and such. She did not call. Yet another let down and a step in the wrong direction for Ashley. So a few days later I get an automated call confirming delivery the following week. The day came when they delivered the couch they were swapping for us and guess what....that couch had a few flaws too!! One of which would require a part order that they said would take 10-14 days to receive and then the time to schedule a tech. By this time we almost (by a few days) but the 2 month marker since we ordered the furniture. I was livid by this time especially when the delivery people informed me that they could not take the new one back as well if I were to refuse. I was stuck with a piece of furniture, if you want to call it that, that was not what we had paid for. When I spend thousands on furniture, I want it to be in near perfect condition. I get that there can be random lemons but 2 in a row?! It's pretty clear how well they pay attention to details. I am convinced that Ashley's No Return policy is to pad their pockets by tricking people into purchasing quality that is less than par. I am more than happy to take my business elsewhere to receive it right the FIRST time. Do NOT buy Ashley if you want quality. read more

Great sale, customer service and selection. Super quick delivery and set up. I would highly recommend it!

Ashley Furniture was our last stop for furniture shopping. We had been to a few others and were exhausted by the pressured sales tactics. Right when I walked in Mohammad greeted me and I instantly felt comfortable after explaining my concerns to him. I explained that my wife would be joining me shortly after I arrived and he gave me his card and to come back to him when we were ready. Our time finally came and Mohammad made the experience so smooth and easy. We found a few sets we liked and he took his time helping us decide on the right one; finally we did and we couldn't be happier! We got a whole new bedroom set and sofa and loveseat recliners. The whole experience and purchase through Ashley Furniture was phenomenal! If you get Mohammad Farooq as your sales person you'll be surely satisfied! read more

I just want to say that the service we received was very helpful, informative, and professional. Karen Drodsz went out of her way to make sure we got the mattress and nightstand that would fit our needs and budget. The delivery of our purchases went very smoothly too and were within the time frame that they gave us. If you are in need of any home furnishings I would recommend Karen to help you with all your needs. read more

So the saga continued. For the 3rd delivery attempt I had requested a morning delivery, since I work 12 hour nights as a nurse and was hoping to receive the delivery and then sleep before going out of town for the holiday weekend. They said they would put my request in, but it was only a preference and I should watch for my confirmation text. I got my confirmation text for 1215-415, so I went to sleep after work and set my alarm for 1200. I rolled over around 930am and saw a bunch of missed calls on my phone that they had been to my house. I called dispatch who then realized- "hmm I do see your window was 1215-415 and coming at 915 was a bit early. I'll have them swing by between 3-4pm so it's still in the time frame". Come 3:30pm and I haven't heard anything (as I'm just waiting to leave for he weekend), I called dispatch and they told me how the delivery guys had already been there. I explained how they had come 3 hours early, to which she then replied how my window was 8am-12pm. To mess up is one thing, but to try to lie and change something in the system to cover your ass is another. I have the confirmation text for 1215-415pm. Dispatch tries to contact the drivers but couldn't reach them, and said they were over an hour away anyway- I would have to reschedule the delivery for a 4th attempt (no apologies anywhere). I contacted the store, where a manager was at first defensive that I'd requested a morning time, and then realized that I was going off of the confimation I received. She then was apologetic, stating that corporate is involved based on how awful this is, and asked when I'd like the table delivered. I said Tuesday morning, since I worked Tuesday night. She again apologized (I finally felt like someone had heard me), and promised she would personally call me to confirm what time, and state what corporate had come up with to make this situation right, as she agreed that $25 back was just insulting. I receive my confirmation text for 11:15-315pm (not quite morning, and based on this companies history I made myself be awake at 9 just in case). Come 8:45pm Monday night and no word from that manager. I called the store and he said yes I was set for delivery the next day. The drivers did come and deliver the table, but I have still yet to hear from that manager or corporate for what they are doing about this situation. As a first time homebuyer, this has absolutely been the most stressful part of it- which I have made known to all of my friend's in their 20s buying places and lots of furniture. read more

We went there to buy a dining table set. The staff is very friendly and provided all the information and more. The delivery was on time and they have taken time to demo. Overall very happy with the customer service. The sales gentleman that helped us pick the right piece is Frank. Thank you. read more

Went to this store to with the plan of fully furnishing our new home, but ended up buying nothing from this location just because of the pushy nature of the sales associate and his refusal to honor the coupon issued by the very same store. Too bad, we liked some Ashley furniture in the store and ended up buying the very same pieces from a different store. Ashley Naperville, you lost our business just because of the attitude of the sales reps in the store. Added to the pushy nature, we liked a floor that was reasonably priced and we wanted to buy it, but the sales rep told us that somebody put wrong price tag on it and increased the price tag by 50%. Who except the sales people in the store puts a wrong price tag? If there is a price tag displayed on an item in the store, they have to honor it once a customer wants to buy. Isn't it the minimal courteous business practice? I would only recommend this location to use as a showroom as they have good collection, but not to make your purchase as you will end up being frustrated. read more

Purchased living and dining room furniture for my son's apartment. The sales person was extremely helpful and very knowledgable. The delivery was on time. Delivery people did a great job. Quality of furniture is great. All in all, Ashley exceeded my expectations. Would definately shop there again. read more

Our sales associate was not pushy. He helped us work out the design of the sectional we purchased and even threw in a couple pillows. We love our new leather sectional. It is comfortable, nice looking, and was reasonably priced for a 7 piece set. We would recommend shopping at Ashley. read more

Be aware, the outside looks nice, but inside is full of sharks. Went in the other day after seeing a sofa online and was quoted a price by mohammed. Once in the store they would not honor the price, he at first said he remembered me comming in ( never did) and then said he does not remember that price. They do that to get you in the store. In store price was $500.00 more in person, and that was on sale! They try every sales tactic known, worse than a car salesman!! If you want to be jerked around, this is the place. read more

My husband and I came here for 4th of July Sale looking forward to these awesome prices and deals on furniture. We worked with Dan, who wasn't helpful at all. He only started paying attention to us to when we wanted to write up everything to buy. He constantly assured us he's giving us a great deal with the additional 5% off and discounted warranty plan. You'd think the more you buy the better pricing it gets. Nope, not at this store in fact they'll start tacking on full prices instead. We actually went home that evening somewhat satisfied and settled with the price with Dan only to check out the website of Ashley Furniture was displaying half the price for everything we wanted. Legitimately, Dan ripped us off an extra $700. Can you believe that?! We went to store the next day to complain and get the proper pricing and they said their store doesn't reflect online pricing. Furthermore, they were extremely unhelpful and were so disinterested in helping us, we decided to cancel our order. Furniture people are worse than dirty car salesman. Lesson learned - watch them like a hawk. read more

This is the worst furniture store customer experience I have ever had. I ordered furniture to be delivered. Two of the three pieces were damaged. I called the store to speak to a manager. He never called me back. He had one of his sales people call me but never got on the phone directly. Six calls later I had to call back the next day to finally get him on the phone. After dealing with him I reschedule delivery they are supposed to replace the damaged furniture. They miss the 4 hour window for delivery by two hours and one of the pieces is still damaged. I finally just ended up exchanging the cushion that was damaged on my couch for a new one from the replacement couch. Which by the way had more damage than the original couch. Then sent the rest back. I spent 10 hours waiting for damaged furniture. It has been rectified but what a mess. The pure lack of responsiveness and effort to do the right thing is amazing. I would recommend staying far away from this store. read more

We purchased several pieces of furniture from this store. While we like the furniture, the experience we had with the salesperson was frustrating. Even though we were spending nearly $5000 on furniture, our sales person kept leaving us mid sale to grab other customers. We waited and waited and waited and finally started to walk out the door. She literally chased us into the parking lot. We just wanted to finish the paperwork and go. In addition, our ceiling was damaged upon delivery and the promised reimbursement for repairs did not arrive in the 3-5 days we were told. They contract out their deliveries and will not give you contact information to solve disputes directly. Instead, I had to make multiple phone calls to Ashley Furniture and the corporate office to follow up. Each time we called, the person we spoke to was rude and had no/incorrect record or our previous calls or the damage to our home. It took more than a month of calling before we got the refund. I would not recommend this company based on our experience. read more