I ordered set of furniture for my new home, it took 8 months to received the rest of my furniture; which I had 2 pieces delivered about. after 4 months and than the rest 4 months later: even though I kept calling to see when it would be delivered and kept getting different dates, somehow I kept thinking I'm never going to get this furniture delivered, and than when it was finally delivered there was one cushion missing from my sofa , there was scratches on my coffee table and a hole on the sofa. Called them back to let them know but each time they keep giving me the runaround but they wouldn't give me credit for this and they won't take a return . Never again will I shop at Ashley ; I spent thousands for nothing. It's unbelievable . read more

TERRIBLE QUALITY & CUSTOMER SERVICE!!! BUYER BEWARE! Looking at the other reviews, I should have known better, but please read and realize what you are in for in purshasing any kind of Ashley furniture. In August 2018, we made purchases for a full bedroom set (Porter Set), upholstered sleigh bed (Windville), sectional couch (Amandine) and 8'x10' rug--several thousands of dollars. We made the mistake of purchasing the bedroom furniture on a different day than the couch. We were promised by MJ the salesperson that these deliveries would be coordinated, but each time we received the confirmation call, they were for separate delivery dates, despite having called Customer Services 3 TIMES (and on hold over 20 minutes each time) to clarify. Every time they told us they did not have record of us calling to coordinate the delivery. It's like the promise of our salesman and the time on these calls just...disappeared. We finally got a delivery date about SIX WEEKS after our initial purchase. When they came, the dresser was badly damaged, so they told us they would drop off a better dresser later that day (which was completed). I'm okay with that and understand that it happens. However, our headboard also had a visible black ink stain on it. That's two damaged pieces in one delivery, and this one did NOT have as easy of a solution. They told us an upholstery person would be sent to clean the stain and we'd receive a call to confirm scheduling. After waiting a week, I decided to call Customer Service to verify an appointment. Again, it is AT LEAST 20-30 minutes of waiting any time you call the Customer Service line, so these calls are adding up in time. Customer Service told me nobody ever mentioned a damaged headboard, but they will send somebody. Two weeks later a teenage male arrived. I'm okay with that if he does his job well, but he proceeded to tell me how he's never done this before and said "whatever" a lot, as well as "we'll see how it turns out." Not exactly comforting words to someone who just bought a brand new bed and just wants it in new condition. He also mentioned he does not like when people hang out in the room and watch what he does. Sorry, it's my personal bedroom, so I'm staying. Suffice it to say, the stain was lightened, but not removed. I called Customer Service AGAIN and finally arranged for the headboard to be replaced. We scheduled a replacement two weeks later. Upon removing our mattress to prepare for the new headboard, we found that the rail connecting the headboard and footboard was actually busted underneath the fabric. Because it's under the fabric, it's hard to tell the wood is broken and we would not have noticed if it weren't for replacing the other piece. So another 30 minutes listening to the Ashley recording while waiting for a Customer Service Rep on their terrible Customer Service Line. At this point the service rep told us they would NOT replace the railing. I sent pictures to her (Margie, a not very kind rep) and she stated that because the tech didn't report this upon delivery, it would not be covered. I was beside myself. You sent me an ink-stained, broken upholstered bed that I paid nearly $1k for and I am stuck with it??? After requesting to speak to a manager, they finally agreed to replace the rail as a "one time courtesy." ARE YOU KIDDING ME?!? Listen, if you have hours of your life to spend on Customer Service fighting bogus furniture that they want to pawn off on you, by all means, purchase Ashley. But if you're looking for quality furniture that lasts and Customer Support that shows you matter and they care--GO ANYWHERE ELSE. Not only would I NEVER shop hear again, I wish I could go back in time and NOT purchase this from Ashley. I sincerely hope to save you the trouble with this review. This company is not reputable, they do not care about their customers, and they do not back up their claims. BUYER BEWARE!!!! read more

If I could leave a 0 f****n star review I would. By far the worst shopping experience I've ever had in my life. Early November I walked in and spent close to 12k (master bed set, child bed set, dining set). First issue, salesperson forgot to add certain pieces to our order, which was crucial to our dining set. Delivery times were set till mid December for 3/4 of our items and the rest , (some were on backorder) till mid January, which I understood. Mid November I get a phone call for a weekend delivery of the child set. Sooner than I expected but I was ok with it. Well when the delivery team was here they "bring" 3/4 of the items that was supposed be delivered in mid December. Again, sooner than I expected but I'm ok with it. Now here's the problem, one chair broken (replaced as of now), table falling apart ( shit quality), and the worst issue I've been dealing with, the bed frame being broken. Now this was installed broken by the install the team at the time. I've been dealing back and forth with their customer service team and they are the most incompetent people you can deal with. It's now been a month and weeks since we've been waiting for a response on the replacement of the bed frame. It's gotten to the point were they are saying we don't answer the phone (total BS) for they can come and "fix" the issue. It's quite simple. DON'T SHOP HERE. I wish I saw the other reviews before I opened that door. They are quick to take your money and put on their noise canceling headphones when problems are present. I'm currently looking for a way to return their sh*t. I'm done. read more

I bought a mattress and was told I had to pick it up in Romeoville at the warehouse. We called to make sure it was in AND told them we were on our way. We drove 35 minutes to the warehouse that was closed. You would think the person we talked to on the phone would have said the warehouse was closing early. read more

Third delivery attempt of my furniture. Apparently the associate keyed the whole order in wrong and they didn't have all the pieces. My daughter is going on weeks of sleeping on a mattress on the floor. I regret the day I ever walked in this store. It's been a total nightmare. And yup, I sent that email to that black hole customer service address... no one got back to me. I will literally deter everyone I know from ever shopping here. I just want my furniture at this point so I can be done and move on with my life. read more

Wonderful and knowledgeable sales team. The gentleman the brought my furniture kept me updated on times throughout the day and did a wonderful job carrying up my sectional 3 flights of stairs. After a nightmare situation with Darvins, it was refreshing to deal with great customer service. read more

I would leave 0 stars if I could. I made a purchase back in June and ended up having to cancel it. It is now November and the charge is still pending on my account. Nobody at the store, Ashley corporate, or the bank will help. I've spent countless hours on the phone and they send me back and forth. This company is a scam and I would avoid it at all costs. read more

Up until today, I was an Ashley customer for 15 years. First of all, nobody at the Orland Park store ever answers the phone. They sent my furniture with the incorrect bed rails. The delivery folks did not unpack or put anything together. So much for the "White Glove" service. I will be returning this order and will need show Ashley again. read more

This is the worst experience of customer service that I have ever encountered. I purchased a 3,000 furniture set on Labor Day weekend. They delivered half the couch. It was supposed to come the next day and never arrived. Finally 4 days later I received the other half of my couch. The store manager was super unhelpful and avoided our calls. Linda also promised us gift cards which never came to compensate for our missed time from work for four days. Every time I called and inquired Linda changed her story about how and when she sent them out. 2 weeks lager still no gift cards in the mail. I went into store and everyone is busy and no calls back. Corporate is no help. I will never ever shop here again and will only go to Darvin. They only want your money and their customer service is garbage! read more

I have a new construction home and was supposed to have my mattress delivered there this past weekend. On the day of the scheduled delivery, the delivery driver called me and stated he was on the way but was having trouble finding my address on GPS. I gave him an alternate address located directly across the street as reference to guide him. He then stated he got it and would be to my home in 5 mins. 20 mins later, he still had not arrived. I called him back to ask if he was still coming; he stated he did not have my address and didn't know where to go. Of course I was perplexed because I had just spoken with him and he stated he was all set. So I asked if I was speaking to the same person from before and he said yes. I then gave him my address again as well as the alternate address again. He then stated, "oh I can see the new construction houses across the street, I'm right here, I'll be there in 2 mins." I then decided to walk outside to meet him so he could possibly see me standing outside. Of course, he was not there. I called again 5 mins later...he proceeded to say that he was in another city 20 miles away completing another delivery. He sounded confused, had slurred speech and was not making grammatical sense. He the asked if I had an iphone and if I could "send him my location". I asked him what the problem was and that he was not making any sense. I also asked why he told me he was across the street. He hung up on me! I called back and straight to vmail...I sent text messages, and I called again. It seems at that point he blocked me. I even called from my mom's phone...it rang then went straight to voicemail. This was the most BIZARRE experience I have ever encountered. And this had nothing to do with "supply chain issues". I then called customer service, who told me the driver said he could not find my address and that he could not get in contact with me; even though I spoke with him 3 times. He flat out lied. Then customer service stated there was nothing they could do but reschedule for 2 weeks out. But I fussed enough about it for 2 hours to where they were able to reschedule for today. I wont even get into details about the rude and unprofessional behavior I experienced from their customer service team throughout this process, as well as the fact that I called today, someone answered the phone, said "we are going through a system upgrade...and we can't access anything and can't help you, goodbye" then hung up. Of course I'm paraphrasing, but that was the jist of it. More importantly, I would like to know who that delivery driver is, and to also find out why he lied, causing me to not be able to sleep in my new home that night. I want him to be held accountable for his lack of integrity and unprofessional behavior. As of now, I am still waiting for delivery today between 330pm and 630pm. Let's hope it happens. read more

My first post was removed, technicality. But this review is to the world. To bad, I didn't see other reviews before going to Ashley Furniture Store in Orland Park, IL. Ladies and Gentlemen, please do not purchase anything or patronize these dishonest and unethical practices. I was in their store on July 4, 2021at 5pm and was immediately told about 0% interest before my even asking. The salesperson Jamanekia was quick to point out furniture that I wasn't looking for. I went from just wanting to purchase a sofa set: to sofa set, coffee table, 2 stands, dinner room table, 4 chairs totaling $4,012.00. I called her back within 30mins of leaving the store to cancel order. It was close to 10 mins to closing at 6pm in which she said she will do it the next morning July 5, 2021. I went to store to make sure order was canceled and was hit with a 10% restocking fee of $410.12, she never mentioned that, of course, I was told that it would take 8 weeks to ship, canceled order the same day and still end up paying a restocking fee for something that never left the warehouse. Buyer beware, STAY AWAY FROM THESE UNETHICAL PEOPLE at all cost, and don't finance ANYTHING, PLEASE....ODESSIA read more

A couple of years ago I purchased a matching bedroom set from Ashley. The experience was a nightmare, and I wouldn't shop with them again, but I love the set and wanted the matching dresser, so I gritted my teeth and ordered that this April. Understandably, there are supply issues due to COVID, so they scheduled my delivery for June. Well I stayed home waiting all day and noone ever turned up. I didn't receive any kind of notification that my delivery had been cancelled. I called and got an automated message saying my delivery would be ready for scheduling in August. I called back to speak to a person and ask why I hadn't been notified in advance. They apologized and said they would try to bump it to July, which they did and I appreciate that it got delivered today... unfortunately it was a completely different color (bright white) than the rest of the matching set (cream/ivory). The response was that they only make it in 1 color and they try to match it but can't take responsibility for changes in shade and I can return it if I want. It's a beautiful set and a great piece, but the color isn't even close! I paid so much money for it and waited such a long time. I paid an exhorbitant amount for white glove delivery but they didn't even take the protective padding off before they left. Ashley are running a real racket. Don't waste your money, go somewhere else where they'll treat you better. read more

Ashley Store - TFW when you order a piece from a matching set and Ashley "can't take responsibility for SLIGHT changes in shade" - Furniture Stores Near Me - Orland Park, Illinois

On 11/25/22, I visited the Ashley Homestore in Orland and made two purchases. One was an item for my home and the other a desk, lamp and chair for my 7 year old grandson. This was to be one of his Christmas presents. I asked the salesman multiple times if the desk would be put together and multiple times he told me yes. He said I had something called white glove service. I left there excited and couldn't wait for the videos of my grandson's face when he came home after delivery to his new desk and chair. Instead what I got was my son-in-law informing me that the delivery drivers walked in the door saying they could only put together the chair. Since 12/17, the date of delivery the deceitful business practices this store promotes have continued. I have spoken to people in every department, wrote the CEO, visited the store, and taken this issue to social media. I finally received an email 12/23 stating once again that the desk wasn't supposed to be put together. Incidentally I've yet to receive an apology for the outright lie I was told. However, Lucero Gomez asked if refunding the delivery charge would be acceptable. I immediately wrote back that it would and to please send proof of this transaction to my account. It never happened. I wrote Mr. Gomez again on 1/2. On 1/4, I received a message from Loreza Henderson still stating the desk wasn't to be assembled, but nothing about my refund. Today, 1/5 I receive a very impersonal email stating, "No refunds to be issues at this time." Ashley Homestore uses deceptive business practices and doesn't care about it's customers! read more

These people are criminals! Placed an order in June for delivery in July. When I contacted them end of July, they said that because not all items in my order were ready, they gave my items to someone else. I was like ok whatever, just cancel the order and refund. Then they were like we have a dresser ready, you can take delivery for that and give us couple more days and we can get you your items then, if not, we will issue refund. So I took the delivery of a dresser which was approx $630, but they included the protection plan charge for the whole order which was around $6000+.. and added $320 delivery charge. So now I end up paying $1530 for a $630 dresser. When I call in to cancel and ask for refund, they told me it has been cancelled and I will get the refund in couple months. Wow! Been calling since then, have spoken to Ashley customer service, store manager at orland park, they keep giving me run around. Called in Dec again, was told manager is busy and will call me back. It's Jan 2023 now, no reply, no refund! Definitely stay away from these people. read more

Do NOT purchase furniture from the Ashley Home Store in Orland Park. IL. That store has the worst customer service ever!!! I ordered an entire bedroom set on September 4 and have had at least three separate deliveries already, and now that it is December10, I still do not have my bed set up, which was agreed upon in the initial purchasing agreement. All the initial dates I was given for delivery were cancelled. Even when delivery dates were set, and I was told that four of the pieces would be delivered two days prior to the delivery date, two of the nightstands were given to someone else, supposedly since another customer ordered them prior to me, and now those pieces were out of stock. I had to wait another month to get them. Then when my bed arrived, it was the wrong one, which I never ordered. Finally, the day the right bed was supposed to arrive (another month later), I was scheduled to be the second on the list for delivery and given a three-hour window from 8:30-11:30 a.m. to have the beds switched. I waited for hours without any delivery or call. I finally made three calls to the call center myself who had no idea when my bed was going to arrive. No one at the delivery call center in Kentucky had a phone number for the driver to check on his location and the cause for the extreme delay (Totally ridiculous!) I even called the customer service manager at the Orland store, who finally told me that the truck was packed incorrectly and now I had a different 3-hour window from 2-5 p.m. That afternoon I was scheduled to take someone to the airport and had to change the arrangements at the last minute due to poor communication on their part. Finally, when the two delivery guys arrived, they lied to me about why they were late claiming that their truck broke down, even though in reality they had made several other stops on their list. The customer service manager in Orland told me that the two guys packed my bed in the back of the truck instead of in the front, and now my delivery was 7th on the list instead of second. I was even told by the call center the day before that the truck should arrive around 8:30 in the morning since the first stop was local and just a quick drop off. Finally, to make matters even worse, the delivery guys absolutely refused to set up the bed and just left it in the carton without even giving me any type of receipt to sign, even though they had prior installation instructions and someone from the call center telling them at the time of delivery to set the bed up. Now I am still waiting for a date for the setup of the bed. I even had to make a third trip back to the store since no one hardly ever answers the phone at that Orland location. I complained to two store managers, one from sales who was totally rude and showed zero empathy for my situation and the initial one from customer service who I am still waiting on for a return call. I have no idea now when that's going to be or if I get a call back at all! read more

This is the worst customer service I've experienced. The mattress professional was rude, pointing his nasty finger in my face and won't listen to what the customer wants but thinks himself as an expert of hos my body feels and reacts. The store manager isn't any better. Complained to the store manager, however, was more interested in defending poor customer relations than listening to the customer. Rather explain about their product instead of correcting poor behavior from their staff! read more

Probably the worst place I've ever spent money at. First off they gave us a fake time frame in order for us to make the purchase. 6-8 weeks is what we were told. Then I get a call 11 weeks later saying the furniture was in when would I like it delivered. I replied asap. I get a call back literally 1 hour later with them telling me it's actually not in lol. So why call me in the first place and say you had it? So after speaking with the rep she tells me idk why they would tell you 6-8 weeks when it's a minimum of 12-16 weeks. First off who in their right mind would wait that long for anything? I went to purchase other furniture from other places and literally got everything within 2 weeks so all that not in stock or back ordered stuff is bs. Again they lied to just to get our money knowing the time frame wasn't even close to what we were told. Now 15 weeks later waiting for a kitchen table they ask me when I'd like it delivered but can't even give me a time frame?! The best part is I'm glad I only ended up purchasing a living room set and the table from Ashley's instead of furnishing my entire house through them. I went to Midwest liquidation spent a quarter of the money I would've spent in Ashley's and got everything within 10 days. Absolutely do not recommend them. Go anywhere else but here. Btw I'm still waiting on a time frame. Looks like they want me to sit in the house for 9 hours because apparently we're on their time when it should be the other way around since I'm the one spending the money! Now Ashley's when you reply to this message It's still not going to matter. All I want to know is what is the time frame since I can't get a simple answer over the phone! Thanks and now I and everyone else here knows why your ratings are 1.5 should be lower if that was even possible. But wait there's more. They just got back to me and told me they'll tell me 2 hours prior but no time frame. My reply was that's crazy so I told them to put it together even if I'm not there and leave it outside I'll figure it out I guess. so the rep got mad and literally hung up on me so I just called them back and bout to cancel. read more

Update on our review: Still no couch. We finally received our bedroom set after waiting 3 months for it to delivered. The dresser was damaged during delivery and they were suppose to call us the next day about scheduling the replacement. No call. We had to keep call every day the following week and still didn't have a delivery date for the dresser. After going emailing Ashley's associate, Ben, we were told that EVERYTHING (our couch and dresser) was going to be delivered today via email, guess what... you guessed it... no couch. We go into the store today and asked for the manager. We spoke with the store manager who was EXTREMELY rude and kept giving us attitude saying that it's not Ashley's fault and there's nothing that he could do but schedule this couch again for the 27th of this month. We asked for a refund on the delivery or ANY compensation but he just ignored us when we brought that up. He didn't even apologize or do anything for a store manager which is super unprofessional when his own store is in the wrong for this. We are shopping around at other stores today and tomorrow so we can potentially cancel our order and we done with this store. read more

DON'T shop at Ashley if there is a chance you will cancel! I bought two chairs on a Saturday at 2;00 and came home to see that the color was wrong. I went back at 11:00 Sunday to cancel. I was told that it would cost me a 10 % cancelation fee!!! I canceled in less than 24 hours and how is it different if you cancel a $20.00 lamp or $1000.00 chair that would make my cancelation fee $100.00. Never again!! read more

STAY FAR AWAY! HORRIBLE CUSTOMER SERVICE! I would first like to say that my salesman, Rich, was absolutely excellent. Beyond that, however, Ashley Furniture is a total joke. I mentioned upfront that I live in a building with elevator restrictions and that if furniture is delivered past 430pm I get fined $100 from the property managers. So the warehouse was made aware of this, and when I received the automated message for my delivery time window, and it said 2pm-6pm, I was concerned, so I waited on hold for 20 minutes to speak to a live person and explain that I had elevator restrictions. The lady I spoke to said that although there are no guarantees, as long as the drivers stay somewhat on time it should not be an issue. So then the day before delivery I receive an automated message stating that my delivery times are now 245-645!!! I work in an operating room and I did not have 20 minutes to sit on hold and wait for someone to speak to, so I called the morning of delivery to say that I already explained that I cannot have deliveries past 430pm, and after being on hold for 20 minutes, the woman said, 'Well if they show up too late you can refuse the delivery and call back tomorrow to reschedule it." Really?!?!?!? That is your solution?!?!??! So as the day goes on and I am tracking my order I see that there is no way they will make it so I call back and wait on hold for 20 minutes(every single time I called I was on hold for 20 minutes before speaking to a live person), and then I got hung up on and had to call back and wait another 20 minutes, and when I finally spoke to a person I told her to cancel the delivery. She said she would do so, and would also put it in the notes that my building had restrictions and so when I called the next time it was noted that it needed to be labeled as "hot" (whatever that means). Meanwhile, an hour later and I get an automated message stating my stuff will be delivered at 530pm!!! so AGAIN I had to call and wait on hold 20 minutes before someone FINALLY answered and I told her I cannot have this big truck holding up all the traffic of people who are trying to enter and exit the garage to my building during rush hour when people are getting home from work! Also, the previous person I spoke to said she contacted dispatch to tell them I was cancelling the delivery for the day!!! My salesperson Rich rescheduled the delivery for the following week and it was literally the SAME.EXACT.PROBLEM. Except the humorous thing is that when I looked to see what number in the queue I was the morning of delivery, I was #17, and the previous week I was #13. And they thought they would get to me by 430?!?!?! After all my phone calls and supposed "flagging" of my delivery so that they were aware of it being in a building that needed delivery by 430pm!!?!?!? So of course more phone calls and more aggravation and no solution to my problem at the end of it all. You would think that they would have had dispatch tell the drivers to just go to my location next so that I could get my furniture. But no, there is no such thing as good customer service anymore. They just cancelled my order because they couldn't give a care about all the time I wasted sitting around waiting for them. I will never do business with this company again, because clearly they do not know how to communicate, nor do they care about customer satisfaction. read more

My wife and I wanted to upgrade our outdoor furniture and purchased an indoor bar unit as well. At the time of sale, we were persuaded to purchase an additional insurance policy to cover "ANY" issue with the furniture within a couple years. After one year, the table came apart in multiple areas, and the cushions are a completely shredded. We have communicated the issue multiple times with the Naperville location, and we are getting nowhere. They are simply not honoring the warranty/insurance that we paid for. They contacted the corporate office, as have we, and still nothing. Completely disgusted that they are not doing one thing to help. read more

After multiple incredibly long (40+ mins) wait times on the phone trying to reach someone regarding delivery date change, I was told it would be taken care of and I'd receive an updated date/time. I never did and when I reached out again, this time I was told there was no record of my sectional order. Which I had paid for in full months prior..... Still waiting to get this resolved and have no timeframe of when I can expect it to be taken care of. Incredibly disappointing and frustrating. read more

BUYER BEWARE! This is honestly one of the WORST customer service experiences I have ever had!! I ordered a TV stand in early November. The estimated time frame for delivery was January. I 1000 percent understand there may be delays due to the pandemic. I take no issue with that. What I take issue with is the lackluster, non-dependable scheduling system Ashley currently has in place. I was initially sent an email AND text directing me to call a number and set up my delivery because my order was ready in January. I did both and scheduled a delivery date of 1/14. Great! Im still fortunate enough to be employed during this pandemic and was unable to take off of work. I asked my Mother to do me a favor and sit at my house to wait for the delivery in my place. I even received a "Your delivery is scheduled for today"text. Welp, no one showed up. Ever. After 8 hours. And there were no emails or phone calls explaining why. I called the store directly and was told they don't know why, but for some reason they scheduled the white glove service, but not the actual TV stand because it is on back order. To be fair, the guy I spoke with was super nice and was able to credit me the delivery fee for the inconvenience. Fast forward to two (2) weeks ago, I get another update via email and text that my TV stand is ready for delivery. I schedule it for today. I get a reminder two (2) days ago and a text at 8:13 this morning that my delivery is coming. Yay! I make arrangements to stay home from work. My delivery is scheduled between 12:45 and 3:45. And, yet again, no show. No call, no email, no text, no reason. When I call to find out why, I'm told they cancelled the delivery (but failed to tell me) and they are trying to locate it. They have no clue where it is. Well that's reassuring (not at all). I am super frustrated at this point about the lack of consideration for the customers' time and the failure to communicate at all. I spoke with 5 separate people today and I was blown away by each person's lack of understanding and even a simple acknowledgment of "Hey, that stinks". No one had a good explanation and all informed me they can't do anything. In a deadpan voice no less. I'm then informed that these automated messages are sent out but they don't mean anything!!! You may or may not get your delivery even though it says it's coming?!? And then there's no follow-up system of letting you know?!! I am really confused by this business model. One call center even told me that maybe the drivers couldn't find it bc it was in the back or something?? So Ashley HomeStore, you are okay taking the customer's money, but then once the deal is done there is no professional or courteous follow-through?? And where is the transparency? When I received the email and text confirmation, there was no asterisk that stated "This is not official. You may not receive the delivery today". C'mon, you can't expect people to not get angry with the current setup! You need to manage your customers' expectations. Customer service 101. Bottom line, the left hand doesn't know what the right hand is doing and nobody at Ashley honestly cares. You're just another disgruntled customer who they are trying to get off the phone. Their blasé attitude really blew me away and turned me off for good! I always think about an experience I had with Target years ago where they went above and beyond to A. Acknowledge the mistake and B. Do whatever they could to make it right. Hence, why I am a loyal Target customer! One final comment: I spoke to the Operations Director, Brigid (sp?) at the store in Orland. She told me she was the highest Manager who worked at the store. Not only did Brigid tell me I was being unreasonable bc there's a pandemic, but it's also because there is snow and they are short staffed. I'm sorry, but as a customer that is not my problem to deal with. I feel for you, but not my problem! At one point as I was ranting (fully admit I was, she was the 6th person I talked to, poor girl) she claims I was cut off and she can't hear me. I know that trick ;) Long story short. Ashley, the delivery and communication process needs to improve!! I don't even know how to trust the next notice I get? Its clearly a crapshoot. Argh. PS I also ordered furniture from Darvin, Bobs Discount and Value City...no problems! They were all super nice and very customer-service oriented. Oh and when they tell you are coming to deliver your furniture, they come. Imagine that! Sigh. read more

Now the store is instructing us to pay for furniture that we didn't receive in order to receive a refund!!!!

I ordered a bedroom set on 8/9 that was scheduled to be delivered in the middle of september. Delivery and communication on order status has been horrendous. It is impossible to call the store, no one ever picks up the phone. The only time I get updates is when we call customer service (which I have done so many times I have lost count) and wait on hold for 30 minutes. Our delivery date was pushed back 3 times with no updates from Ashley. After our second delivery reschedule, I got a text to pick a new delivery date so I selected 10/9. The message replied saying I would get a call 48 hour before to give a 3 hour time frame. To no surprise I never got a call so I decided to call customer service again to get an update on the delivery time frame. The customer service agent said that I was never scheduled for delivery on 10/9 even though I have the texts to prove it and told me that the soonest available delivery date is 10/20 because they are all booked. I called thursday October 22nd to confirm my delivery window for October 24. I thought everything was all set to be delivered finally until the morning of the scheduled delivery date when I got a call from the distribution center saying one of my nightstands is on backorder. I don't understand why I was told everything was arriving when I called to confirm if an item was on backorder. The rest of our furniture delivered but the problems did not end there. When they were setting up our bed, they noticed the legs for the bed frame were missing so they were unable to assemble it. It was beyond frustrating. We were stuck sleeping on a mattress on the floor while our bed frame that we waited forever for laid in pieces in our bedroom. We called customer service once again on saturday to find out when someone was going to bring the missing piece. They told us they filed a ticket with the distribution center and we should expect an update from them within 3 hours. 3 hours passed and we never received a call so we called the distribution center. They told us they would see if they could have someone bring it that same day but no one ever did and we never received an update saying anything different. We called the distribution center again on monday the 10/26 and they told us someone should be coming by the 10/27 to bring the missing pieces and set the bed up. The missing bed pieces were finally delivered but we are still waiting for our last night stand over 3 months later from our purchase. Our night stand has been rescheduled for delivery so many times I can't even count. I find it absurd that I spent thousands of dollars on furniture here and I cannot even get an update when the status of my order changes. I still don't even know when my last nightstand is supposed to be delivered. I am tired of going out of my way to call customer service multiple times and wait on hold to be given updates that are usually incorrect. It's like once they get your money they don't care anymore. read more

Go Somewhere Else. We purchased an Entertainment Center last weekend. The customer service at the establishment was great, at least we thought so. We were asked if we wanted the extended warranty and we said no. We were still charged for it and didn't realize it until we went home. We called and we were told they will fix it (we will see, only time will tell). They told us that we were scheduled for delivery this week. On the day that it was scheduled to be delivered (anywhere from 2pm - 6 or 7pm.. something like that), so I had no choice but to take a half day off (use some of my vacation time).... I waited and waited on the delivery date scheduled.. nothing... 8pm came, and my wife had called to ask what had happened to our delivery and their Response Was.. , " We don't have all of the 4-Piece set, so it won't be delivered today, call back on Saturday and we will reschedule the delivery date". Not only did they not deliver when they scheduled the delivery date, they made me take some of my vacation time and made me wait for something that wasn't going to be delivered, and didn't bother to call me to tell me that they weren't going to deliver my purchased item.....And And.... they want me to call back on Saturday to reschedule a delivery date for another day, so that I can take more of my vacation time and wait for them for another half a day for the delivery. Very Unprofessional, especially for "A Quality Furniture Place" You would think that what they Charge for Delivery $$$$ they would be more professional than what they are not. Please do yourself a favor and go elsewhere... Your Welcome. read more

One star is one too many for Ashley Homestore. Good evening, I purchased furniture on the 7th of September and were given an initial delivery date of 28 October 2020. That date came and went without a call. I called again November 5th at 10:37 AM and spoke to young man that I did not get a name of. I explained to him our non delivery issue and he told us that our table and chairs were in but they were waiting on our couch. He told us that it would be delivered on the 18th of November. He never stated that it was a tentative date! He explained that someone would contact us on the 16th of November to set up delivery time. Today we waited all day for a call and when we did not receive one we called again, this time we spoke with a young lady named Stacey. She told me that the items were not in and gave us two new dates for our items. This time she explained that they were just projected dates and not set in stone. This is unacceptable, as a business to not be able to give you a firm date for delivery is just ridiculous. We would never have completed our purchase if this was said to us upfront. Everyone is blaming Covid for the delays but cannot explain how we were given three different dates for delivery with no guarantee of the last date given. We are beyond upset and are weighing our options at this point. Your policy of giving dates with no explanation that they are "projected dates", not guaranteed dates is just ridiculous. I hope to hear back from someone soon. read more

I absolutely enjoyed my visit at the Ashley Furniture Store in Orland Park Illinois. I initially came in to the store on a hope and prayer, hoping to get a very nice reasonably priced dining room set , and everything else I thought to myself "I would grab at a later time", but then I met Starr and Montoya! Those two ladies were really awesome! They asked me to trust them, and made me a believer. long story short, I came out with my beautiful dining room set I wanted along with a temperpedic queen that I desperately needed. To add a cherry on top, the gentleman Mannie that assisted Starr and Montoya in handling my paperwork was an absolute hoot / Joy! I really appreciate the staff at The Orland Park location... they made it worth my while . read more

I wanted to just give a big thank you to Tony at the Orlando Park store. He was wonderful. He took the time to answer our questions but gave us enough room to roam around and not feel like we were being watched. If you are looking for an easy and informative buying experience as for Tony. read more

Decent location, kinda costly for a new home owner, and the staff is kind of rude but the furniture is nice and looks good at the very least

I was given terrible customer service at this Ashley furniture location in Orland Park. One of the sales representatives hung up on me after calling to request a cancellation due to my item not being available after ordering a month ago. Also the manger Bridget was very rude and unapologetic for her employee hanging up on me and was not direct about when my cancellation would be processed. read more

Pleasure to work with Starr S-H! She was able to address each and every question we had. Starr is a true asset to your company!!! Thank you Starr for helping us out with our bedroom set. read more

Terrible customer service. Called the orland park location 8 times to get hung up on every time. No one answers. Finally got put in a hold queue Been on hold for over 15 minutes not one person Answers. read more

Staff was very helpful! Everyone greeted us and were open to helping us find what we needed. Megan helped us purchase our sectional sofa and was extremely detailed in explaining our options! read more

When I purchased our new house, I furnished it with furniture from Ashley Furniture Orland Park. I think I received the best service possible. They have quality furniture at excellent prices. Anyone can sell you furniture but what made the experience more pleasant and reassuring was the salesperson, MJ. I walked into a lot of stores to purchase multiple things over the years. Unfortunately, sometimes the salesperson knew less about the product they were selling than I did. Which is always a big turn off and makes me want to go somewhere else. But MJ at Ashley knew his products. He knew the different options for the leathers, fabrics, and mechanisms without having to look them up. His experience and knowledge of the products he was selling, made our choices a lot easier and less confusing. He also saved us money by matching online prices which is a big plus. Thank you MJ for a wonderful experience. And I promise if I know anyone that needs furniture, I will not only send them to Ashley but to MJ. read more

We've bought the kids bedroom and family room furniture from Ashley. Good prices.. but the best about the experience was our sales person MJ. He was very helpful in our selection process. Very knowledgeable and not pushy at all. I highly recommend working with him if you're looking for furniture! read more

Worst experience ever. Hadn't even been in the store 5 minutes, my cousin wanted to show me this couch he wanted to get. This lady, whose name I hadn't been able to get, stops me, with my service dog. "Is that a service dog, NOT an emotional support dog?" I said "yes" little confused. She then proceeded to come up to me, look me up and down, cocks her head "umm no". That was it, I kid you now when I tell you I turned around so fast I was ready to snap. It wasn't even what she was saying, I get it you gotta do your job, I get that I didn't have all the right tags on my dog that day, but I didn't plan on going to a million stores. For me though it really all came down to that attitude, it was so unnecessary. When I tell you I have never been spoken to l like that I truly mean it. She might've even been having a bad day but that doesn't mean you take it out on someone. Plus if you think someone has an emotional support or service animal, frankly it shouldn't matter what they're called either way that's a sign saying "this person is more sensitive than you". No ones saying walk on eggshells around any one, but check your attitude cause I may not know your name but I can and will describe you. This lady's about 5'4, light skinned , fresh blonde caramel braids, she was wearing one of this Doctor jackets from the mattress department, has flawless skin with these almost chubby squirrel cheeks. read more

I love the furniture I bought , but the process getting the furniture was a nightmare. Hours spent on the phone to get my furniture delivered over 2 months after I bought it. And then the couch comes with no legs. The delivery men were awesome and helpful with calling Ashley customer service right then to get it sorted out. However, I still have not received my legs (it's been a week) and I have gotten no communication on when I will be receiving this. read more

This place is a complete joke nobody does their job. orders way late. (Still waiting after a month) nobody helps you. you get the fuck around when you call and try to see where your order is or "disconnected" but yet ur still connected. Will never purchase anything ever again from any Ashley Furniture. Being nice gets you nowhere read more

Awful customer service. If your couch can't fit through your door good luck getting an exchange or a refund! Extremely unprofessional associates/managers. read more