We purchased two mattresses and a custom headboard. The sales and delivery people were polite and did a good job. The headboard did not fit our frame. After many calls where we were told we would be called back and were not, a frame was brought to us that did not mate to the headboard. We were told an adaptor would be ordered by the delivery person. After several weeks we called and were switched from one person to another with again being told we would be called back and having to call back when no one called us. Eventually we were told no adapter could be made we were offered a refund or suggested we bolt the headboard to the wall. We eventually sawed the headboard off to mate to the frame ourselves. read more

I will never give another cent to this store. Months and months of waiting for a service technician only to be told it would be another few months until they had room on their route. It has literally been one disappointing experience after another; starting at the time of purchase and now through several repairs on what was purchased. Do yourself a favor and avoid this store read more

Very much appreciated the appliance selection, knowledgeable sales rep, and experienced delivery crew. Austin V was well versed in the manufacturer's products and production plans, and he was accessible on site at the store but also responsive by email on his time off - notable dedication! Prices were competitive, and they readily matched the lower price of a discount warehouse in the area. Installation was fantastic: I have an older home with some narrow passages, and the crew confidently and capably handled the gauntlet with the washer and dryer. Altogether quite pleased, and I'd recommend them without reservation. read more

We had a great experience buying a mattress here! We made a couple of stops before hand and didn't get the same level of expertise and guidance! We worked with Lindsey Tennessen and she was awesome. I am loving my new mattress! Thanks for all your help! read more

Kevin S. and Lindsey T. at the west side location completely took care of us! On our first visit, we intend to buy a dresser set and mattress. As a first time furniture buyer, we needed some time to think on the cost of the mattress because it was more than we expected. We had a slight miscommunication with the sales person I had been working with, and I completed their after purchase email survey reflecting that. Immediately, manager Kevin, contacted us to make sure we felt 100% on our purchase. In the meantime, we had decide to go ahead on the mattress and two days later I came in and made the purchase. Kevin referred us to Lindsey in furniture and she was just fantastic to work with. I feel great about my purchase there, and intend to return next time I need something! read more

TL;DR - I would not shop there again. And I would strongly encourage anyone looking for a good customer experience to take your business anywhere other than here. The in store experience was pleasant enough, but the post-purchase support was god awful. Read on for details. Our customer experience with Madison Furniture & ApplianceMart has been extremely subpar. We purchased a new $1500 couch in May, received it in poor condition, and here we are in October still waiting for it to be properly repaired. The Good: -In store purchasing experience was pleasant. The salesperson showed us all the options that met what we were looking for. She didn't come across as overly pushy or 'sales-pitchy'. The Bad: -We have been waiting for 6 months (and counting) since our purchase for our 'new' couch to be in NEW condition. It came off the delivery truck with numerous blemishes, and the vendor hasn't been able to execute an effective repair since. Here's a timeline of Furniture & ApplianceMart's numerous customer care fumbles up to this point. --We purchased our new couch in mid-May 2015. --By end of May the couch was delivered on time, but had numerous blemishes on the surface requiring repair. --Early June Initial repair man came out to fix the blemishes, but needed to order new parts. --Our order for new parts was lost or misplaced, and we did not hear back from ANYONE until I had to call them in mid-August (almost 3 full months later) asking on status of our repair. --They then got the order correctly processed and a repair man came back out with the new parts in early September, but they ordered the wrong parts. --They scheduled us for another repair this week or next (mid-October) --I receive a call today stating that they ordered the wrong parts AGAIN!! --I'm now going to need to take off work for a FOURTH time when the repair man comes (in their ever-so-convenient 2-3 hour time window in the middle of the work day) just to receive what should have been our exciting and brand new couch. Minor Annoyance: -The sales floor is definitely a sales shark-like environment. We were left alone for a moment after working with our saleswoman. Another salesperson came up and asked what we were looking for. When I politely informed him that we were already being helped by another salesperson, the second salesperson got a clearly disgruntled look on his face, turned around, and bee-lined it out of there without another word. Not a huge problem, but a bit rude! read more

We were very pleased with the delivery men and how helpful they were. Also the company Diamond who came to switch out our stove to propain.

First off, I want to preface this review in that it's for Furniture & Appliance Mart (hereby F&AM), not Ashley Furniture or England. F&AM sells Ashley and England. TL;DR - Find your furniture and appliances elsewhere. You are an ant to this company and there will be no after sale support, service, or solutions. This has been the worst ongoing customer service and sales my wife and I have ever experienced. I would say we are a customer service agent's dream. My wife worked in a call center and understands situations happen, and I just don't like to seem mean or rude. We rarely get upset at mishaps and mistakes - but our time with F&AM takes the cake. We decided to do an impromptu drop-in while we were in Madison during Memorial Day weekend. We've always gotten furniture on Craigslist, but decided to go new. We told the salesmen what we're looking for and he took us immediately to the cheapest set. Our kids were with us (5, 3, and 3 month old) so it was a little crazy, but we made do. We ended up dropping $2.8K on a custom England Couch, Love seat, and ottoman. We wanted quality. While we were there we also got a new microwave. I dropped by about 3.5 weeks later to pick it all up and all seemed well - other than the set being on sale for $400 off what we bought it for "on sale." Our microwave wasn't in yet and they said it should have only taken two weeks. When I purchased it I asked if I could pick it up when I got the furniture. They said they don't like to have it in stock and if I could get it sooner that'd be preferred - we live 1.5 hours away and they're store and warehouse is gigantic. They couldn't hold onto it for an extra week and a half? Got it home and the furniture is beautiful, but the ottoman only came with 2 casters...and we ordered one with legs. We specifically remember asking for legs as our salesmen asked "do you want casters or legs?" to which we replied, "Legs for sure. We have wood floors and our kids would ride one with casters like crazy." It was also smaller than the one we remember ordering. We called the salesman and mentioned the price difference, only getting 2 casters, and this ottoman isn't the one we ordered. He said, "I'm so sorry. I'll looking into this and make it right!" Nope. We got a call back saying, "I talked to management. All sales are final and that's the one on your invoice. I can send you 2 more casters and some plastic pieces to put them on so it doesn't slide." This would be a reasonable compromise, except we paid premium for brand new custom furniture, so we want exactly what we knew we paid for. We said that isn't a good resolution and want the ottoman that is the correct size and with legs. We did indeed get the ottoman that was on our invoice, but the invoice itself is like deciphering code. It doesn't have pictures or descriptions of what we ordered, just a bunch of codes and numbers. We entrusted the salesmen to get it right and get us what we wanted - he failed to do that. His second resolution for us was, "Go to Menards and you can by some legs there and put them on." What?!? I just dropped full retail on a set and you're telling me to go to Menards to cover for your mistake? Nope.He then tried telling us he, "searched and searched through England's catalogue and there just isn't an ottoman with the specs you're telling me that has wooden legs." I got on England's site and within 5 minutes found one. I gave him the model number and he said, "Ohhh, let me look into this." Didn't get back to us and we had to call him back. We're about 5 weeks into our furniture at this point. They finally agree to order some legs, have them shipped to us, and a technician come put them on. "Okay, that's a good and reasonable compromise." It was, but takes 6 more weeks to get the legs ordered and shipped to us! We also had to pay for them too! We got them and put them under our ottoman to see how they'd look. They make the ottoman a good 2-3 inches higher than the couches! They got us the wrong ones. Now we're waiting on them getting us another set. It's September 30th as I write this, 4 months after the sale. Our ottoman still doesn't have any legs. The service has been atrocious. I'm a small business owner and have had to eat a lot more than what we paid for that ottoman. They're a gigantic company but they can't resolve a small case of getting us the wrong ottoman? Stay away. We're just ants to this company - insects walking in and out. They could care less about you after you've purchased their items. If I get an "I'm sorry" response from them on this review that doesn't include, "We'll get you a new ottoman, and take back yours" they're not really sorry. They're everything that's wrong with big corporations. Do yourself a favor. Shop local and support small businesses. Even if you have to pay a little bit more they're usually willing to do a lot more for you, pre and post-sale, than F&AM is. That's service my wife and I would GLADLY pay more for. read more

If I could give a lower rating I would. They are the worst at service after they get your money!

Amazing Service. They aren't happy until you are happy. If their delivery driver can't get a mattress up the stairs, his boss shows up to make it right. We were very happy with the showroom selection and the no pressure sales. Excellent financing and competitive prices. read more

I recently purchased a Bosch dishwasher. Cody was the salesperson. He was very knowledgable and friendly. No pressure. As it turned out, I needed a plumber who removed the old dishwasher for free. I had already paid for this service. When I asked for a refund, it was returned to me immediately with no hassle at all. The installer the store sent was great to work with too. I would definitely return next time I am in need of new appliances or furniture. read more

Lots of great chairs, many can be customized to an assortment of fabric choices. Service is prompt, courteous, and very helpful. Loved it, will be back for more! read more

After reading the past reviews, I was afraid I would be disappointed by the service and reliability. I purchased 9 pieces for a living room and even though it is not high end furniture, it is well made, comfortable and functional. Delivery went smoothly with efficient and polite delivery service. I am relieved and happy read more

Really impressed with the values and financing options for a local family owned business.

We purchased an entire living room set from Furniture & Appliance Mart and are thrilled. The quality is out of this world and the service was great. Our sales lady, Kris, took a lot of time showing me the different sizes and styles. She pulled samples of fabric for me to match and shared her opinion with me also. Even after a week when the factory recommended we not go with my choice, Kris took photos of other possibilities for me so I didn't have to drive in - our choice was perfect. We also purchased a new bed from them a year ago and both times we took advantage of their fabulous finance options. We would totally recommend Furniture & Appliance Mart. read more

Went into the store about a week after it opened - no one acknowledged me and I covered every department in the store. Went again yesterday, figured they would have the bugs worked out. Was greeted at the door, spent 30 minutes looking at furniture, walked by several desks, wasn't acknowledged until I was frustrated with the service. Walked out of the store and went next door and made a significant purchase. Won't be gracing the doors of this store again. read more

This store was exciting to go when it first opened up. We had a decent experience when we first went there to buy all new kitchen appliances. However after they get your money you are nothing to them anymore. Customer services goes straight down the tube. Then the second time my husband and I went there (2 wks later) for a washer and dryer the sales lady Carol was very uninformed with what she was selling. We explained we wanted a simple washer and dryer. She only wanted to sell us the expensive front loading $1,000 a piece set. Once we told her we wanted something basic and told her 3 times we need a Gas dryer that was LP compatible she had to change the order to the correct unit. Then 3 months later when we came to pick it up in the store we realized she sold us a dryer that was not LP compatible and she was going to have to reorder a different one. We received no phone calls on the status of the new dryer. Originally was told it would arrive later that week. We would call weekly to find out where our unit was, every time being told "I just don't know, it will be here soon". Finally fed up and needing a dryer and after talking to the store manager who did nothing we threatened a full refund did the dryer come in. I have still not spoken to Carol in weeks from the last conversation she telling me she will call me as soon as it comes in. Poor poor customer service. Again once we had paid for the washer and dryer in full we were no longer "customers". I really was hoping this would be our new place to shop. Very unhappy with the service. read more

Absolutely terrible customer service. I ordered a chair on Saturday - I was told it would be no problem to cancel if the chair wasn't going to fit the space. After doing some measurements I called to cancel the order on Sunday. Apparently, the sales person needs to personally cancel the order -- which she still has not done. It took hours of my time to convince them NOT to deliver the chair, and am still fighting for a refund. I've talked to several customer service reps, and none of them are able to fix this, which is ridiculous. read more

In the last few months we've bought both a big sectional couch as well as a new mattress set from Ashley. We were very pleased with both purchases, and the accompanying service and delivery. We got great deals on both - Ashley has some fantastic deals for holidays and other occasions, so take advantage of them! read more

I was delighted with my experience at Ashley Furniture. My experience included excellent customer service provided by a low pressure sales professional and the delivery of my well made, custom designed products by communicative and helpful delivery technicians. Well done! read more

I gave a 1 star review about a week ago on their facebook page and then took it down because I thought things were going to get taken care of. Wrong. Simply...new washer and dryer delivered on 4/20 (Thursday) noticed gas leak Saturday - turned gas off and called FAM Monday. Absolutely NO service - no follow-up for about 6 hours and then only after I called and called. Then they sent someone out for service - he got here to say 'oh' he cannot service Electrolux but he was able to determine the gas leak was not from our home, rather from the dryer. Oh gosh, the number of people I talked to for help and still, today, nothing. Josh, the store manager, someone else (Alex?), the appliance dept manager and Geo, our sales person. Last week I asked Geo if I could just have him as our contact person - I did not want to continue to bring people up to speed. He agreed. He told me to call Main Appliance so they could come fix the dryer until they could get me a new one... about six days. I called Main Appliance, talked to Tamara or Tammy, she said they did not do emergency calls and maybe they could come on Saturday. I told Geo and said I could just wait for the new dryer - no big deal (6 days, right?). He said he would follow up with me today to confirm the six days. I called him this morning and he told me oops - it would not be six days. It would be May 17th. I told him I could not wait that long and decided to switch to another brand. He said he would check on that and call me back, today. Guess what? That's right! Nope, no call. So, I'm done. I didn't want another brand but was agreeable. No more. We also ordered furniture from them - that's suppose to be here on or before May 24th. I cannot imagine. So, from the broken new dryer, to the improper/unsafe installation and Cory in customer service to Josh, to Alex(?), to Geo, we are done. Wish I would not have taken down my original 1 star post. But, we are old school - we still trust in the good in people and gave them a chance (many chances). No more. Not these people! read more