WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED. My wife and I have been in to other Ashley Furniture stores and had good experiences. But the one in Orem was terrible. The sales person with us didn't seem like she had proper training, and no one in the store was willing to help her. I could understand if they were busy working with their own customers... but these sales people were just standing in a circle chatting with each other. When we went up to them to ask a question, they didn't even acknowledge us. We had to interrupt their conversation (which was clearly more important than a paying customer) and they looked annoyed to even talk to us. The whole process took WAY longer than necessary because of the arrogant and self-centered sales crew. And we watched as the manager treated our sales person terribly, right in front of us. They aren't even respectful to their own staff? Why would they respect me? Because the management was so poor, the paperwork was filled out wrong, our bed set almost got shipped to the wrong address, they almost forgot to take our cash payment (which they didn't even count back to us), and after we left... we had to return to fill out a page they forgot about. read more

We bought couches here two years ago and had a great experience! So decided to come back for another piece. Picked it, all ready to fill out paperwork and had a coupon that wasn't excluded on our item. Then all of the sudden they told us it wouldn't work. Not to mention we were working with the manager--totally could accepted it. Walked away. Won't be back read more

Do not buy from them. My first sofa set I bought was supposed to come between 1-4 pm. I took the afternoon off, to wait for it. Then, I had an event at 7 pm. They had not showed or called by 5 pm. I called and they said they would be to my house by 7:30 pm. I explained I would need to reschedule. They put me on hold and said the drivers would be there soon and to hang tight. They showed up at 6:30 pm, made a mess and made me late. This most recent set I purchased had to come in 2 deliveries. They charge $250 for a delivery. I refused to pay that, so they "discounted" it to $180 for the delivery. They said that would include the whole set, even though it was 2 deliveries. When they brought the first set, they called and gave me a time they'd come. Then they called right after that, with a different recorded time. I called customer service, they were unsure. And I had made commitments for part of the day, since the initial call. I had to reschedule that initial delivery. Today the second portion was supposed to be delivered. I was not given a time range, so I called in. They informed me it is listed as a "pick up" an hour from my house. I have not way of getting it to my house myself, other than renting a truck. Now I have to work it out with them to get the rest of the set. All said; just go to RC Willey. You can get the same quality (or better), for the same prices. And you get the delivery for much less!! I will never shop at Ashley again. I cannot believe they can be so bad at customer service. read more

When you go ask for Tim! He was so patient and helpful! I wish there was 6 stars to give hiim!

Terrible customer service. I purchased a living room set that was on clearance so they don't deliver. When I went to pick them up, the sales guy was whining about helping me load it. A group of salesman stood around the desk and wouldn't help either. They watched as me and my teenage daughter carried out a 100 pound chair without offering assistance or even holding open the door. Whoever the guys in the black shirts are pathetic. Stood their and laughed and watched. The lady working the computer was rude and ignorant. To all the workers on August 10, you are all trash bags. read more

Ashley Furniture sales people assured us their $4K leather sectional was real leather on the sitting areas, so we purchased this living room sectional on sale for $3K along with what was explained as an extended warrantee for $500. Here just over 2 years the leather is peeling on 3 of 5 different pieces and falling apart. The leather is not real but bonded and cheap at that, along with a extended warrantee that is an accident policy only with no coverage. I will never buy furniture from Ashley furniture again and highly recommend you to stay away. read more

Great service from Cody. He was easy to work with no pressure. We encountered a minor problem that he quickly resolve...and oh yeah, we like the dining room set. It seems to be of decent quality. read more

Our experience here was WONDERFUL. In all parts of the process of picking out our bedroom set, Ashley's sales team treated us super well. They helped us find the best deal possible, and they really wanted to help us find what we'd be most happy with. Their team was very friendly and courteous, and we have nothing but good things to say about our experience. Would 5/5 recommend shopping here. read more

YOU'LL NEVER GET WHAT YOU BUY! BEWARE! I should've read reviews before I purchased a couch from here. They got me in with a mailer that said 50% off back in October. We bought a sectional Oct 18th. They wrote down on my receipt that I could pick up the first half of the order on Nov 12th. I call Nov 12th, not available. (we bought 4 total pieces) They say call back early December. We get a call late Nov from corporate saying our order is backordered until end of the year or early Jan 2021. He said they had one piece available, and we asked to get it delivered Nov 30th. He said ok and we'd get a call day before the delivery window. Nov 30th came and went, nothing. So I called the warehouse on Dec 2nd. She said they had that piece in, and could get it delivered Dec 7th. The rest of the pieces were backordered. They schedule the delivery. Then we get a call on Dec 7th from Jeremy in Order Management, saying the item was unavailable. Basically its been a mess, getting told a million different conflicting things about what the status of our sectional is. We threatened to cancel, and he said 3/4 items would be available and delivered 12/10. That is today. They came, and only had 2/3 pieces we were promised. So we call, and again were told conflicting things from both Corporate and the warehouse. Now they are saying the 3rd piece will be delivered this coming Monday and the 4th piece won't be here until Jan. Then we get ANOTHER call just a few min ago, saying all pieces are available. IT'S A GIANT MESS. TAKE YOUR BUSINESS ELSEWHERE. THESE PEOPLE HAVE NO CUSTOMER SERVICE WHATSOEVER, WILL TAKE YOUR MONEY AND FEED YOU LIE AFTER LIE. read more

We went to the Orem Store to look at rugs that were in the advertisement flyer for $49. First, no one asked us if we needed help. The store was not busy at the time. We stopped Drew to ask about the rugs and he said if they weren't with the other rugs then they didn't have them. We followed him as he continued to set up a display asking specific questions. He didn't bother to look for us or offer to call another store to see if they had the rug we wanted. We have purchased furniture from Ashley's in the past. Maybe it was because we were looking for a rug on sale that we were not treated as valued customers? read more

Ordered a beautiful bed from here a few months ago. Had the people come and set it up in my home for me, only for them to run super late. They ended up rushing through the set up process (normally I wouldn't complain about something being done quickly.) We ended up moving and when we took the bed apart most, if not all of the pieces were damaged if not broken from where the installers had screwed them in too tight from their rushed instillation. I went in to Ashley to complain about this and they sent someone out (the wrong guy might I add) to check out the bed, only to be told that you have to report damage within 72 hours. So make sure you FULLY take apart your freshly built bed to make sure they didn't break the entire thing. Glad I spent a couple thousand to have them offer no real options to fix this problem. The guy told me he would have to "speak to his manager" about this situation rather than fixing what they broke. Total joke. Give your business to someone else. read more

This is going to be long! We found a bedroom set through Ashley Furniture online that we liked for a reasonable price. We went into their Orem store on Black Friday too see if we could get a better deal. As we walked through the door we were handed a scratch off ticket and told "what ever the discount is on your ticket you can add it to the deal you get in store today." The ticket was for 5% off purchase. Salesman Jarred approached us. We told him and showed him on my phone exactly what we wanted(easy for him), he looked it up and told us a price significantly higher than their online price. We asked to price match as advertised and used my phone to show Jarred the online pricing. Jarred called a supervisor over to ask if they could price match their own online price. His supervisor said yes. We then asked this guy in charge if we could add the 5% off to the deal. He responded "no, we've already dropped the price as low as we can go." We asked Jarred about a mattress and box spring and informed him that we didn't want to go to expensive right now as we would be getting a mobile base with a new mattress in a couple of years. He showed us some floor model mattresses at a discounted price. We chose one we liked and asked Jarred if it was what we needed for our king bed as far as if it was just a mattress or mattress and box spring or what? He said, "this is what you need. You will just have to pick it up because we don't deliver furniture we sell off the floor." That was fine. We picked up the mattress two days later. It took a half an hour for employees to discuss and argue who's responsibility it was to help me carry the mattress out. It wasn't Jarred's responsibility. We asked about the box springs the mattress was setting on. And were told "no those box springs are super expensive it's just the mattress." We gave our old bedroom set away. Our new Ashley Furniture bedroom set was delivered on December 11, 2019. It is now January 7, 2020, and we still don't have a bed. We are in our 40's and are sleeping with a mattress on the floor like we're broke teenagers. The delivery guy informed us that we needed to call the store because our salesman did not order the posts that go with our headboard. He also informed us that there was no box spring included with the purchase. We called the store and talked to a manager. He was nice enough to discount the price of the headboard posts they didn't order. And gave us a small price off the box springs our salesman Jarred led us to believe was already included. They "can't process a purchase like this over the phone." So we made another special trip an hour away to pay for what we had been led to believe we already purchased. And we were informed the next delivery date would be January 8th. Today is the 7th. We contacted them as they have not called us to confirm delivery. We were told our stuff is not in this delivery because someone entered it into the system as "pick up. And we never scheduled the pick up." Ashley Furniture in Orem said they would call us back. It is almost close of business time for the day and we still haven't heard back! I guess it's good we are not elderly or handicapped getting on and off the floor every day. My name should be Misinformed Consumer. I don't know anything about furniture but feel like I know a heck of a lot more about it than Jarred. They have their money because we paid cash. Everyone I know is going to hear about this. And I will never do business with Ashley Furniture again!!!! read more

I went into Ashley Furniture to buy a new couch. I was a previous customer who was not 100% satisfied with the quality of their product the first time around but willing to give them another chance if they had what I needed. I explained this to the sales person who was helping me and my husband. The sales person told me that it was probably because I had bought their "bargain furniture" in the past. I assured him that was I had purchased before was not "bargain" priced. I then explained to him what I was currently looking for and he spent a half an hour trying to convince me to buy something else. Even though I was feeling frustrated I stuck with my search. What irritated me most was that when I finally found something close to what I was looking for it was priced double what I was looking at compared to other retailers. The salesperson then told me that he could talk to his "executive" if I wanted a better price but only if I was serious about buying. I didn't like the pressure and I also didn't like that the items in the store are apparently NOT listed correctly on items since I guess everything is up to the executives. I told the salesperson (Roger) that I would need to shop around. He continued to show us multiple items around the store, none of which I was interested in. When we decided to leave he asked if he could contact us to see what we had decided on. I said sure and gave him my number telling him to contact me before the Presidents Day sale was over. (Weeks away) Roger then decided to text me only an hour and a half later disparaging me for not coming back into the store and "not having enough respect" for him and his time. I explained that I had found something different and would not be coming back and that I have never committed anything to him! Talk about pressure! Even if I hadn't decided to purchase my furniture through another retailer (who posted the ACTUAL price I would pay on their items, a price that was thousands of dollars below Ashley Homestore prices) I would not have gone back into Ashley. Talk about unnecessary pressure and unprofessional sales associates! read more

I would give no stars if it was a option. Spent 4K on a power sofa and love seat and 2 two power recliners. The recliner on the show room floor didn't have power but I was told by the salesman that it was a against the wall type. Fast forward two weeks when I picked them up and brought it all home to find out that the recliners were normal and not against the wall type which won't work in the room. Long story short I was told that I had takes delivery so it was my problem and could not return them. The salesman even told the manager he had miss represented the recliners. Drew the manager told me sorry again, that I had taken delivery so his hands were tied and I couldn't return them. So here I have 1500 dollars in junk recliners I can't use, but was told by another sales person just sell them on KSL really what a joke. I will shop DI before I ever step foot in another Ashley Home store. read more

Don't waste your time. Ashley has individual store owners that set their own prices and conditions so if you go to any store vs their website you will get different prices on their items. I was able to find the products I wanted online on their website at half the price with free delivery (the store charged $150 in delivery). Unfortunately I didn't learn this until after the fact. Add that to the pain that the couch I bought ended up throwing out my back after an hour so I went to return the couch and even though online they have a 30 day return policy this store does not allow returns (again, they may share the same name, but they are a different business). They claimed it's because they don't sell used furniture but they sell floor models so that's a lie. So now I am stuck with a product that I can't use and would have gotten a better price had I shopped online. They also tried to sell me a tempurpedic bed (which was comfortable) but was cheaper through tempurpedic. Had I been a better informed buyer I wouldn't have bought anything, and knowing what I know now I wish I would have bought from a different company. Moral of the story, don't buy from Ashley Homestore in Orem, go three blocks more to RC Willey and save yourself a ton of heartache. read more