Same story as everyone else. You get promised false delivery dates over and over again, have to wait months and months to get anything, customer service is a joke, and then If you want to cancel they threaten to keep %10 of what you paid for a "restock fee". When certain pieces of our furniture came in......the incompetence...my god....for example, only half our desk was delivered and therefore couldn't be put together by the worker. Eventually the other half came in but was missing a drawer and screws...we had to wait for that to come in....then the guy had to come a third time to put our damn desk together. Just don't do it. Go somewhere else for the love of god. STILL waiting on an item from nearly 9 months ago. And just this past week a few more times were delivered once again after almost 9 months. Plus, the quality isn't that great of furniture anyways. Expect small nicks and chips in items but we accepted it anyways to avoid waiting a million years again for a new one. This place is a nightmare. read more

Big thank you to Chrystal in Orland Park! Chrystal was very friendly and helpful! She went out of her way to help me out and didn't rush me while I was looking. I found everything I wanted and looking forward to my new furniture being delivered. :) read more

I had a great experience when I was at this store. I came in on a whim really after a truly disappointing experience at Darvin. Ashley was my 5th store of the day and I was getting tired out. Melissa worked with me and is fantastic and really took the time to figure out what I wanted and needed. She made sure that I understood how the store was set up and checked in periodically as I was initially browsing. I came in over the course of two different days and I think I'm going to buy everything from Ashley from now on, and from her in particular. I got a bargain for my money. They went above and beyond to help me out and make sure that I was confident and pleased with my purchases. Great job! Also a shout out to Pat who jumped in for a little bit to help out too! read more

If I could give this store 0 stars, I would. Went in on a Sunday (about 15 miles out of my way) at the recommendation of my 'home' store; as I began explaining my issue to the woman at the Customer Service desk, she immediately called my 'home' store to inquire "what they were gonna do for their salesperson"!!! After reviewing the paperwork given to me by my 'home' store (to show them in reference), she kept saying, "this is not a credit"... I was infuriated as she barely let me get a word in! I finally had to tell her that it wasn't necessary for her to keep repeating it as I didn't have a hearing problem. I walked out extremely disappointed. First time Ashley purchase and most definitely will be my last. Spare yourself the aggravation; they can get you your furniture fast but the repair/replacement process takes months. read more

So I purchased a leather couch three years ago. Additionally I bought the extended warranty which was a total of five years.(This warranty "supposedly" covered anything wrong with the couch. Rips tears stains they even said if I took a knife to it they would fix it no questions asked) Following this about a year into ownership, the seats started peeling. I called Ashley then they directed me towards their warranty service. They said it was Ashley's responsibility to fix it. I ended up speaking to Ashley again and it just kept going in circles. No one would take responsibility. I then ended up going into the store and spoke to the store manager. Very rude did absolutely nothing to amend the situation. I even told him I was looking to buy more furniture for my basement. Anyways he showed me the door and said he was not going to do anything to help me at all. Do not make the same mistake I did I will never buy from them again. read more

Ashley Furniture in Orland Park says you're furniture is in stock when you buy it, then says when it's due to be delivered we only have part of you're order. Then when you schedule delivery for the following week because they tell you they will have everything in stock than, the delivery Men come with a partial order, and tell you the bed and box spring still didn't come in. So you're left with a frame and no bed to sleep on. This is a half ass organization, that does nothing right. The Manager avoids talking to you, and you will have to fight to get you're down payment back. They take your money quickly and don't want to refund it. There are plenty of store like Darvin Furniture you can go to and not have to deal with incompetence. My advice: Stare clear of Ashley Furniture, they will tell you something is in stock just to get your money, and it isn't. There is more than one complaint about this, it is a regular practice with them. GO ELSEWHERE!! Than the Manager doesn't call back, and the stop taking callers. read more

Please please nobody buy from here. One of the most unorganized companies I have ever dealt with. The "system" apparently doesn't exist or no employee knows how to look into it. We ordered $4000 worth of new furniture, I know it's not all that much but still a decent dollar spent at the store. My couch pillows got delivered to the house before we moved in even after clear instructions to the salesperson we were not moving in until June 1st. Said it wasn't a problem. I called manager who claimed she would send out new ones if they weren't there when we moved in. I called the store today and they had no idea what I was talking about. Then the topper, I was noticed twice of my delivery on the 1st with all of my purchased items. Got a call at the start of the delivery "window" that my kitchen table was now on backorder. Called the store to complain and was told nothing could be done. I wish now I paid a little extra for Darvin or Walter E. Smith. Even Bobs furniture was a better experience when I have ordered in the past. read more

We had a great experience at Ashley HomeStore and MJ, our sales associate in particular. No hard pressure sales. He was pleasant, knowledgeable and helpful. We decided to pick up the product at their warehouse in Romeoville. My husband reported that the gentleman who helped him there was so very kind and helpful. He could not say enough good things about him. Overall we had a very good experience and the furniture is beautiful. read more

By far the worst customer service ever received! We ordered a chair and ottoman on 07/17/2018. On 07/18/2018, I happened to notice that the total online price for both items aggregated to $93.98 less! I called right away at 10 AM this morning to discuss the price difference and an associate said simply to come in with our credit card as the manager will generally price match. My husband arrives at Ashley around 5:30 PM and speaks with a manager by the name of Ron. Ron indicated he would only refund the $69 shipping fee, but would not account for the additional $25 as he was uncertain where that difference was stemming from. My husband then nicely asked for the entire order to be refunded as we would just order it online. Ron indicated he would refund everything but the $72 in taxes. Are you kidding me? I then had my husband place Ron on the phone and I explained that the price difference was not in the actual price of the items themselves. He proceeded to argue with me and tell me they actually beat the online pricing.....by literally $2.00...and was honestly presenting this as some sort of justification, which was honestly nothing short of amusing. Ron then proceeded to tell me again he has no idea where I'm seeing this price total, after I explained it, very simply, more than once, in another attempt to justify not crediting the $25. I then proceeded to ask if he was incapable of accessing the Ashley Store website, adding the items to the cart, and then generating a grand total as I was, in order to see the total I was presenting him with. At that point, it was apparent he was out of illogical rebuttals and indicated he wanted to "remain friends", handed the phone back to my husband and proceeded to direct an associate to process the refund while angrily walking away. I will NEVER AGAIN step foot in that store as the lack of professionalism and customer service was honestly appalling. This manager lost an $800 sale over $25. I promptly reordered the items online for $95 dollars less. Apparently this store has only been open 6 weeks, but at this rate, I don't see them being very successful with how they treat their customers. read more

Megan was really helpful and the manager was very accommodating! We have bought our bedroom set here our dinning room set and now our family room set. We had an issue with our bedroom set after we had it for 3 months and they let us pick out a whole new set. I enjoy shopping here. read more

I ordered furniture from Ashley for 3 different rooms including accent tables at the end of June. I was told by customer service my furniture would be delivered in 3 different deliveries. By the end of August I would have had all my furniture. That quickly changed and dates got pushed further and further back. I canceled my kitchen furniture and purchased from Darvin. My furniture from Darvin was delivered last Thursday. I received a delivery for my bedroom furniture Saturday. 5 pieces were delivered and 4/5 pieces were damaged. I told the truck driver I didn't want them and he told me the process for Ashley was to take pictures and customer service would contact me. Meanwhile my couch was supposed to be delivered by the end of August. That got pushed back to September. Then to October. Then to November. & now there isn't a date at all. All the store could offer me was my delivery charge refunded. I am going to wait 5 MONTHS. 5 MONTHS for a couch? Not acceptable at all. When I called customer service for my bedroom pieces to be replaced I was told I needed to take pictures and send them in. I told customer service the driver was supposed to do that. She said he didn't. So now that's my responsibility to get them what they need so they can begin the process to replace my DAMAGED furniture. I asked customer service to remove a mirror I purchased from my order and she stated I needed to go into the store. I have been to Ashley furniture in orland once a week for the past 3 weeks. No one calls back. No one answers a phone. Customer service will probably hang up after you've been on hold for 8 min. They won't answer until you've been on hold for at least a half an hour. I come to the store and I sit and wait and wait and wait. Just to be told I need to call customer service again? I spent over 6k in this store. I paid cash. I've been waiting a month for a partial refund. But at this point I'm ready to return everything and take my business to Darvin who seems to value their customers more. Never again. Never again. You can buy Ashley furniture anywhere. I don't see a difference in purchasing directly from them vs. someone who sells their products. read more

All furniture companies are experiencing extreme supply chain issues now, and I knew this when furniture shopping at the end of May. When I walked into one of Ashley's competitors, I was immediately told most furniture was taking about a year to arrive. That was hard to swallow but I appreciated the honesty and transparency. When I went to Ashley I was told they are not subject to the same issues because everything is manufactured in house. I chose Ashley in large part because my items would arrive quicker than anywhere else (or so I was told). I picked out a sofa and dining table and chairs. I was told the sofa would be ready in July but the dining set would be ready in June so they would do 2 deliveries for no extra cost. Everything sounded great at the time. All of the estimated delivery dates came and went with no follow up from Ashley. I called multiple times to follow up and every time I called I was given a new delivery estimate of about a month later. I'm now being told the table that was originally supposed to be in on 6/28 won't be available until 9/27 I'm not holding my breath that the new date is accurate. This is a clear bait and switch- they tell you want you want to hear with no intention of ever honoring that because there's no recourse once you've placed your order and paid. Please at least be honest and upfront with your customers! read more

You walk in they have nice pieces at fair prices and the staff is attentive and friendly. Which makes me giving them a 1 star tough. Me and my wife ordered a beautiful couch and big tv counsel and they told us it was to be delivered in a month because of covid. We were more than understanding and were excited to get our pieces. Here comes the reason why they earned their one star. You call the number they provide to talk to their customer service about your order, be prepared to wait for 30 minutes plus to talk to someone. Joe the salesmen instore made us feel good because he gave us his "personal" number but probably some burner he picked up at a gas station because he never answers a call or text. After about 6 reschedules on their end we were thinking about canceling our order, they tell us we have to go in store in person to cancel the order (how convenient). My wife calls today and the order has been cancelled by who knows who. Somewhat relieved just so this place doesn't get my business but upset I wasted 3 months not having furniture. Do yourself a favor and don't step foot in ANY Ashley furniture store. read more

Customer service is absolutely horrible. Every time we tried to talk to someone on the phone, they would either hang up or redirect my call. I spent over $6000 worth of furniture at that store. We received our mattress, which was completely defective and the delivery drivers told us "the mattress will settle and flatten out in a few hours." It clearly did not and we were calling Ashley's for days trying to get it replaced. It took over a month for us to even get the mattress inspected. We are STILL waiting for a new mattress and have been sleeping on a lumpy mattress. Not only that, our couch is damaged and again we can not get anyone to come inspect it before they will try to exchange. They do not care about their customers. I have wasted my time and money buying from this store. We have also tried to go into the ORLAND PARK, IL location and talk to the Manager named DeShawn (spelling?) and he offers NO HELP. He wouldn't even help us try and reselect or exchange our couch. AGAIN...ASHLEYS OFFERS NO REFUNDS...I REPEAT NO REFUNDS! EVEN IF YOUR FURNITURE IS DAMAGED AND NOT SATISFACTORY. THIS IS UNACCEPTABLE. SAVE YOUR MONEY AND TIME, AND GO TO A DIFFERENT STORE TO GET YOUR FURNITURE. THEY DO NOT CARE ABOUT THEIR CUSTOMERS. PLUS QUALITY IS HORRIBLE. read more

This store has provided me with the worst possible customer service I have ever witnessed. I placed an order for a couch in min Nov and asked for it to be delivered a MONTH later when i move into my new place thinking that should be ample time to have it shipped out (this couch was not a special order or custom in any way). Fast forward one month, I took the day off work so that I can be home for the delivery driver but Ashley decided to call me the day before at 6pm stating that the couch is delayed! I call them back asking what the issue was and got little to no actual reasoning. I cut my losses and try to reschedule, even though i was expected to have a Christmas / house warming party the next week which was now cancelled due to NO COUCH. Today was supposed to be the new delivery day but guess what!? No phone call or any correspondence stating there was ANOTHER ISSUE. Now I am told that the couch won't be in the warehouse until late December and I wont expect the delivery until January. Avoid this store at all costs! Their sales people are deceptive and will lie to you just to get you out of the store; they care nothing about customer service but will mention their commission when you ask to price match something found on the Ashley warehouse website. Save your time and go to Bob's Furniture down the street. My next step will be to call corporate and channel 5 news to get these manipulative practices exposed. read more

absolutely the worst service i have ever experienced. could not get ahold of anyone regarding my purchase. delivery date kept changing and getting pushed back further and further. could never reach a manager or in store person to assist regarding my purchase!!! never again ! spread the word Ashley home store has the worst customer service and worse delivery ever !! read more

DO NOT SHOP HERE!! This place will take your money and run. WORST HEADACHE EVER!! WORST CUSTOMER SERVICE EVER!! COMPLETE WASTE OF MY MONEY AND TIME. The worst customer service I have ever received. I worked with Star in the Orland Park location and will give her credit on her ability to pull together furniture to match but that is where the compliments stop. First mistake was overpricing me some $1200 and then having a manager tell me my total was going up by over $1200 due to her mistake. Second mistake was having the wrong color couch delivered on my first of five delivery dates. Third mistake was telling your customer (me) a couch would be delivered the next day. No phone call/text/apology. Then Star informing my family member that "I did not receive any commission on this order and now how am I supposed to feed my children, do you think thats fair" I did not know guilt tripping was part of the Ashley Customer Service training. Fourth mistake was not answering customer phone calls all day but then when they call from another number the phone is picked up right away. Fifth mistake was the manger telling myself that his staff would never act like this and that I was wrong. Mistakes six through ten would be having the couch I ordered being delivered incorrectly and damaged 4 times. In addition to the couch being wrong having delivery men be rude and also damage property. The only helpful person from this store is Linda who seemed to be able to shut down all the lies I was told by management about there not being another item I need for several weeks but her being able to find it right away. Was promised a $250 for me issues but of course have not heard back from anyone about this. Poor training, poor management, poor everything at this store. The prices are cheap and the money spent on proper training is cheaper. read more

Horrible horrible service. I made a purchase in August and very understanding that due to Covid My delivery date would be over a month out. First delivery date promised 9/22/2020 , no call, email, text or any form of communication. I had to call myself to be informed one piece of the bed was missing. Given another date 3 weeks out, mistake made no delivery. Given a 3rd date , confirmed via text, text received I would be called 48hrs in advance for time . Never received a call. Called to again be informed "we don't know what happened , but it didn't cross over in our system" . Absolutely unacceptable. Not to mention each date given I had to take off of work without pay . Go into the store, request the manager who never came to the front to assist me and had to be helped by the lady at the front desk. Store just takes no accountability to mistakes made, and shows no remorse for customers frustration. Have and account and have shopped at Ashley for years. Never again. read more

Started over in a new house, found a great sofa, love seat and chair to purchase. I was offered the 0% financing and wish I took it. I paid up front. This was the first week in May, 2020. I was told 4-6 weeks for delivery. I understand the pandemic, but there is a way to go about this business-like. I got a text that the items would be delivered July 2nd. I confirmed the text. I got a call that this was not going to happen. On June 27th, I got a text that it would be July 31st. I replied that I already confirmed for July 2nd. I called. They advised that they would have to delay the order. They advised that they had a problem with their text notification providing misinformation. I was really frustrated. I then got a text for August 9th. I then got a text that my furniture was available and would be delivered one of three dates. I chose July 28th. I then received a text that it would be August 26th. I then got a text with three more dates. I chose Sept. 1. That never happened. I got a call and the caller asked if it was OK if they delay the order. I replied "No" but didn't have a choice. They advised that the shipment would be scheduled for October 26th. I told them that the company now had 0 credibility. It is difficult to get jerked around, especially since I paid up front. There has been no offer of compensation or relief. I have a new house and it hurts to see my 8 and 10 year old daughters watching TV on a rug and blankets for 6 months now. I have been to the store and had to tell them to stop promising dates of delivery. Right now, I want to tell Ashley Furniture to stick it, but I doubt that I would bet my $3,500 back. I am done. Signed, a dad trying to take care of his girls. -Michael Jones (I don't typically yelp). read more

I'm in the process of buying another my 3rd living room set but this time it's not going to be from Ashley's. I bought my 1st set from them and it was supposed to be a leather one but after few months it stated to peel and started to look nasty. I didn't buy insurance on it so I figured it's my fault. 2 years ago I went back and bought another one. The salesman explained that the one I had bought before was bonded leather but the one I'm about to buy is real leather and he sold me insurance that cost me $199.99. Less than 2 years later the set was all peeling from all sides so I called the insurance company that asked me to send pictures and sure enough they declined my claim and told me the insurance doesn't cover the peeling on the living room set. Bottom line I got screwed twice by Ashley's furniture and it won't happen again. I always bought my furniture from them in Mokeena and now they moved closer to my residence in Orland but I'll never go back again. If you're buying furniture especially living room furniture, run the other way and don't go to Ashley's. I called the store several times to complain thinking they might compensate me especially since I previously bought my $5000 bedroom set from them and all other furniture when I bought my house in Homer Glen, but they were ignorant. Go to Darvin for all your furniture needs. You might pay little more, but they honor your business and they make it up to you if they screw up. read more

Orland Park, IL Store: This store is horrible. After three deliveries, they continue to bring me a defective and damaged island set. During the first delivery, the deliveryman convinced me to keep the barstools by assuring me that I would receive an island in good condition next time. During the second delivery, they damaged my property and scraped the table, the table also had other defects and damages. The deliveryman was accosting me the whole time I was trying to inspect it asking for a signature over and over again. He did not allow me to look at it thoroughly. I told him I did not want it. He lied and told me if I kept it, I could still change my mind and exchange it or get a full refund. I kept it, and immediately after, I contacted them to request a full refund and they refused even after I told them that their employee misled me by lying. They were supposed to deliver a 3rd island 2 days ago and pick up the once they left behind. When I rejected the island due to damages and defects, they refused to take the island that was in my home. Even after they pressured me to sign, rushed me through my inspection, and lied to me, and they cannot meet their end of the bargain, they continue to claim that they cannot give me a full refund for their incompetence. read more

Last time going to Ashley. I purchased an item on June 6th, 2018 in the store. I was told that the delivery date for this item would be Friday, July 13th. I asked the sales rep multiple times if she could guarantee that delivery date and she said yes. I called a couple days ago to see what time they would be delivering and they informed me that the item is on back order until August 3rd. That is TWO MONTHS after I purchased it and I put the FULL money down! I am wondering why this item is even in the store if you cannot deliver it for another TWO months after I paid for it in full. It is a console table, not even a custom made piece (which I had my couch custom made by Darvin Furniture and that took two weeks!). I feel cheated and scammed by this company. I spoke to the manager at the store and she refunded me the delivery fee, which is barely a refund compared to the price of the piece. I would just like to know the reasoning behind this as to why my original delivery date is now a month later...did other customers receive this item before me? There has to be an explanation and the sales rep could not give me one other than "there was nothing they could do." After reading some of the reviews on their corporate website, I wouldn't be surprised if they went out of business in the next few years as this seems to be a pretty common problem with their level of professionalism and care for their customers. read more