Ashley Furniture Industries Review

The staff was very nice. They weren't pushy at all, and they were helpful when we wanted it. Having the option to swap out one fabric for another on a style of furniture would push this into the 5 star category. I worked with Abu and the experience was very pleasant. He was willing to rearrange couches from across the store to make sure we were happy with the way they looked together - that's a good salesman. Abu told me the couches would arrive in hopefully 2 weeks, probably 4 weeks, and no more than 6 weeks as covid has affected delivery times.

Update: 11 weeks later, we still don't have the couches. I've been on hold several times for > 30 minutes trying to get a hold of Customer Service. I don't know if they're still growing the trees to get the wood, or if the manufacturing facility in China really is hit hard by Covid. Sometime around week 8 I called and tried to cancel the order and was told we'd incur a 15% restocking fee - which comes out near the tune of $300 and still have no couches. What I do know is that this has been an awful experience. I won't be purchasing any furniture from this company again.

I hate to write a negative review-- I really do... so let me start by saying this. The sales staff here is exceptional-- they really do a wonderful job, and I do notice and want to recognize that in this review.

However, the issue comes when receiving the products that you have ordered. I had placed an order back on 07/03. With that initial order, it was told to be expected in August-- August came and went, so I called in September. I was told it would be here on 9/16. Guess what-- it wasn't! So the tentative delivery date is now 9/22 (for something ordered in July--almost 3 months later).

I say that to say this-- my complaint isn't that it is taking long. I understand that. My complaint is constantly being overpromised and undelivered on! When I ask a date that you can commit to and am told a date, I expect you to uphold your end of the promise, or either notify me.

At this point, I could have ordered and had delivered from somewhere else. You would think the fact that you have paid the order off, would at least expedite the process a little. Also, when mentioning that you will be cancelling the order if it isn't delivered by the 9/22 date-- they just act indifferent-- like they don't care if they lose your business or not.

All that to say this-- if you want a good customer service experience, and don't mind waiting a while... by all means go here. However, if you expect them to deliver and to deliver on the time that they commit to, this probably isn't the place for you.

On a positive note, I can't say enough for the exceptional customer service, so this is not a sales issue--- it's a supply chain/ delivery issue that they really need to work out.

Do not order from this store or any Ashley retailer. I ordered items for my unfurnished apartment June 1. I have yet to receive any of the items or hear exactly when I can expect them. Anytime I want any answers I have to wait on hold for hours only to receive answers that are not helpful- sometimes they even hang up on me. The date for delivery is different every single time I call. I asked for a refund for one of my items several weeks ago and have yet to see a cent. Save your money and buy somewhere else.

Side note: My roommate also ordered her items from Ashley, items were extremely delayed as well. Her box spring came ripped, they refuse to do anything about it, bed ended up finally coming only to be setup wrong so now her bed is unstable. Order from literally anywhere else.

I was told by the sale people my couch would show up middle of August. Confirmed delivery date for middle of August and the day before it was to be delivered they said no it s going to be end of September ..how to do you schedule a delivery and cancel the day before it s supposed to be delivered? Save yourself and go somewhere else

The wait was long initially because they were short staffed. Once I was taken care of it was a very pleasant experience.

Hands down the best experience we have ever received purchasing furniture. Nigel the manager has helped us in the past and because of his excellent customer service we came back to purchase furniture for our new house. This time since Nigel was running the store, Andrew helped us and we couldn t have been happier. Even with our two screaming/ hungry/tired babies his patience was outstanding, explained all features to us thoroughly, answered all our questions and exceeded all our expectations. We never felt pushed to make any decisions. Thank you to Andrew and Ray, we left with a new bedroom set for our sun and some new additions to our kitchen and living room! My husband and I highly recommend this team, so much that we drive out from Romeoville for Nigel s team to assist us. Thank you for making buying furniture so easy and stress free!

This review is for their online store.

Pros: Delivery guys were quick to set up. Aggressive prices online.

Cons: 0 customer service. No reply to emails and it's been 4 days since I've emailed them. You'll be on hold for at least 45 minutes no matter when you call before you can get a human being. Their online chat support is non existent.

You get what you pay for? Nah, they just don't invest in customer service it appears. Buy at your own risk.

update: as of 9/4 they refunded me $75 to price match online price and also sent the home delivery team to replace the chaise, which was damaged. after sitting on the phone for an hour the agent on the line informed me they're short staffed but she was very courteous and quick to help. i'd bump them up 1 more star but waiting on the phone for an hour is still unacceptable.

The associate who helped me, Theresa, was wonderful. She was knowledgeable about products and availability, and gave me space to try out furniture without pressure.

However, 2 out of 4 other associates wore masks on their chins, if at all. They only briefly put them on when they saw I had noticed. These other employees did not appear to be taking the pandemic seriously.

If you are health conscious or immunocompromised, I would not recommend this store.

Edit: Changed to 1 star because I've been waiting on the phone for 20 minutes.

I love Ashley furniture but the sales people do not have sales experience and was so rude.

I just placed an order in store today with Abu, he was very friendly, and very knowledgeable about the specific couch and dining room table I was interested in. I visited this location 3 times and each time Abu assisted me. Highly recommend!

Wow, absolutely awful. Watch out for these amateurs.

Ordered chairs 2 weeks ago, get a call yesterday saying they were now discontinued. I wasn t asked if I wanted another chair and had to start my own refund process.

Was told I had there is a no return policy and I had to physically be present with original receipt to get a refund. When a manager came on the phone he apologized saying people were new but that I likely had to come in since they were having trouble finding my order.

What kind of store is this, they re all over the country and can call me about an order being canceled but can t find my info to give me a refund?!?! After 2 hours of back and forth they finally called me back to say they d refunded the money on my credit card. No real apology, no attempt to try and make good on it and no reason to ever go back!

Literally the worst experience i have had when it comes to problem resolution! To further explain my issue I had a king size mattress delivered to me 07/14/2020. I had confirmed for a California King and signed for a California King. Once I took a look at the mattress it looked off and sure enough the measurements were 76x80 vs 72x84. At that point I had called to let the customer service line know what was going on. They asked for several photos of tags which I immediately got over to them ( No response). I called again and they state they need some other tag showing the sku number which was nowhere to be found. My next step after several calls that were going nowhere was to come into the store. I let them know what was going on and they assured me they would give me a call back once he got things straightened out. He calls me and asked for what he needed on 07/24/2020 to send to the other team. I would assume someone would call me to let me know everything was received and schedule a date for delivery/ exchange. Nope! I called service line again around 07/31/2020 and they said they got everything they needed but absolutely no one had processed the exchange request at that point still. I was then assured that it would be processed and I should be expecting delivery 08/07/2020. I call either that day or the day before to check on the status and sure enough nobody set up delivery date and their soonest date would have been for 08/14/2020. I call 08/14/2020 after not hearing from anyone to check on the status and they say that it was pushed to 08/19/2020. The final straw was me having to call again on the 19th after hearing absolutely nothing regarding delivery and the service member asks me who was supposed to schedule your delivery? and the soonest they can schedule this for is 08/26/2020. Never again!

We knew what we wanted so it wasn t too difficult. It was quick and decent service.

We had a lovely experience. Helpful staff, good prices, and good financing options. We got everything we needed for our home for the price of one couch at a high end furniture store.

We walked in the store and was greeted with a smile and a hello by Sales Consultant Cheryl Reese. We initially planned on shopping around for a new couch Ashley was the first stop. Cheryl was very patient and walked us through the store showing us the product. Also educating us on the product and product line. She was very knowledgeable about the furniture and answered all our questions. We purchased a couch and also she let us know about the protection plan which we purchased. It just made since. She also made setting up the delivery date easy as well. If you are in the market for any furnishings for your home I recommend the Western Ave location and ask for Cheryl Reese. She made it easy and it felt like we were shopping with a friend. Thank you Ms. Cheryl Reese for your time and patience. I am excited for the delivery of our new couch.
Sincerely Ray Scott and Marek Piszczatowski.

Seth helped us pick out the best furniture for our new place. Will be back in the near future!

I enjoyed my experience, greeted as soon as I entered and the associate shared with me how the pricing worked and told me her name and told me to let her know if I needed anything. I liked that she was friendly and didn't follow me around but was easy to find if needed.

Truly the worst customer service and shopping experience I ve ever had. Ordered a chair two months ago. Chair comes and is the wrong color. Call the store and dint get an answer for an hour. Call customer service and don t get an answer for an hour. So we went TO the store. Where we weren t greeted, but instead walked into everyone texting and not paying attention to a customer standing in front of them. A manager promises us that the correct color is in stock and we will have it this week. She also promises us to refund our delivery charge which has YET to be done??? An employee promises us we can count on her to take care of the issue. Every text I send is ignored. She won t answer my calls. She won t give me the managers cell that I ve requested 3 times. She has sent me two texts that she meant to send to her manager. At this point It s almost funny- who are these people hiring to be customer facing. Today I called customer service who told me the chair is back ordered until December. We ordered it in July. I truly don t know how a business can be run so poorly. I am APPALLED at the complete lack of customer service. Will never in our lives walk into that store again once this issue is taken care of. Shame on you, #1 furniture store in America . BS.

The service is horrible and the employee that helped me was so slow and had no idea what she was doing. PLEASE GET BETTER EMPLOYEES AND HAVE BETTER SERVICE!

My sales rep, Lisa Davis, was FANTASTIC! Very friendly and attentive, and gave great suggestions based on the style that I was asking for. I ended up leaving to explore other options (with NO success) and when I came back to the store, ALL of the sales reps and the manager instantly recognized me and paired me up with Lisa so I could finalize my purchase. Overall, very highly satisfied with the entire experience. I'm very excited to receive my new sofa and I will definitely share pictures once it's delivered.

3 STARS BECAUSE I HAVE TO AVERAGE OUT THIS TWO PART REVIEW! The 1 STAR goes to the initial purchase and delivery. I hope I am happy with my bed because I met a Snake Oil Salesperson who saw me coming.
I spent a lot more than I wished. (That's on me for not walking out.) The bed was delivered and set up incorrectly. The delivery men made me remove the slats then realized THEY WERE WRONG and had to put them back it. They plopped the base on, without securing it. Trying to call and leaving a voicemail for the salesperson LORI ANN (who said if I had any issues to call her directly) I received no response back. So for a week I slept on the couch because the bed didn't feel safe. *5 STARS* go to ALEX and PHYLLIS (Customer Service) and 2ND Delivery team! They helped me thoroughly and patiently. Come to realize the base WASN"T safe for my type of bed set. They scheduled a delivery, new base delivered and set up. I FINALLY GET TO SLEEP IN MY OWN BED!

This review is for an online purchase for delivery to a Chicago, IL. Since my email sent a couple days ago has not been addressed, I am sharing my frustration and dissatisfaction online for others to hopefully help others avoid a similar fate.

I am extremely dissatisfied with an online order placed July 27, 2019. We ordered a couple of items from Ashley for delivery to my daughter who has recently relocated to Chicago for school. We frequented your site several times over the summer to try and plan the best time to place the order to ensure delivery during the first week of August, which is the time my daughter was moving into her new apartment. From our visits and estimated delivery times given, we thought it was best to order the end of July. When we went back to the site on July 27th, prepared to make the purchase, the bed was available to deliver when expected (August 5th) based on past visits, however, the dresser would deliver later (August 17th). We were disappointed, but because this dresser was a good match for the bed we ordered, we proceeded with the order.

This was not the end of the disappointments that we would experience! For some reason, the original delivery date of August 17th was not honored, the delivery was pushed back to today, August 31st. Now today, we find out that the dresser would yet again not be delivered as promised! This order was placed over a month ago and had we known from the beginning the types of delays we would have to encounter, we would have bought something else. This is the second time that my daughter has had to rearrange her schedule to accommodate a scheduled delivery that never happened.

It is extremely frustrating as a customer to spend my money with a company and then be subject to strict rules and directions for delivery that we must follow but you all do not hold up your end of the deal and offer no concessions to the customer that you have inconvenienced! These delays are on Ashley Furniture, not us! My daughter inquired about a refund and was told we would be subject to a 10% restocking fee! This is unbelievable and not fair! How can you say you will penalize a customer for canceling an order on a product that you cannot deliver! She now has to wait until Wednesday, September 4th and hope for the dresser to come. My daughter starts school on Tuesday. I told Brandi when I called that this weekend was the absolute latest that she could receive the delivery. I called back and spoke to Christy, who tried to get a supervisor on the phone for me. I held for over 8 minutes before she came back to the line to say they were dealing with other customer issues. I left my number for a callback, but the call never came.

The delivery delays will now affect her school schedule! She will have to miss class, the first week of school, due to your lack of service. I cannot believe that you all could not do more to get the dresser delivered this weekend! I'm sure you could have but you didn't. So now, as a consequence of your decision to not make sure we were satisfied customers, I have made a decision. I have decided I will not make another Ashley Store purchase!

This was not our first Ashley purchase, but I promise you it will be the last! I will also share this experience with as many people as I can. Ashley is not the only furniture store and when you treat customers as if they don't matter, you will eventually feel the effects of such poor treatment.

Nice to be the only one in the store looking to spend a lot of money and being completely ignored...

Cheryl, helped us from the beggining to the end! Great customer service!

This was the worst experience I have ever encountered. I walked in was greeted by I think his name was Jeremiah he stop to tell me the layout of the store and walked away. I than later met with James Christopher or Christopher James he looked up on the computer at the Ashley Furniture website and kept telling me these are the online prices and I will honor them. I asked him why wouldn t you honor your own advertised prices. He flipped out on me and got loud and aggressive because he didn t know how to explain the prices online are already discounted and I won t discount anymore. I was going to walk away but decided to ask for a manager. They called Ahmed Adam who isn t any better than his sales rep. He is also aggressive but I thought I got somewhere with him but was wrong. I purchase a smaller kitchen table with 4 chairs but Adam only added 2 chairs. Adam also gave me a wrong email address. Delivery date came and I made sure to ask if they had 4 chairs and the drivers said no that it was only 2. I refused the delivery and called several times to speak to Adam with no luck. I spoke to Ashley about three times and she told me she did not recall my situation. Ashley told me that I am not calling you liar but I don t remember. I finally asked for a refund and she s told me she couldn t give me a refund because her system is updating and she isn t trained on the new system. This is a week later of back and forth with these people and their lies and aggressive behaviors of me calling to speak to Adam with no luck and Ashley who I spoke to several times and telling me she did not speak to me or remember my situation. This was a pretty bad experience.

Do not buy your furniture from this Ashley store. This has single handedly been the worst shopping and customer service experience I have EVER had in my life. I purchased my furniture in August had the amount debited from my account and have yet to receive it because of many company and manufacturer delays. When I need customer support I call the store and am placed on hold for over 45 minutes to get a basic question answered. And in addition AFTER I confirm my delivery for the furniture I was supposed to receive tomorrow they call to tell me that it cannot be delivered until 2 weeks after. Terrible.

I found what I was looking for and for a reasonable price. The sells reps were friendly and helped answer all my questions.

Ordered a bed and mattress in June with a delivery date of July 3rd. Mattress came, bed was pushed back to July 11th. Bed was then pushed back to end of July. Then early August. Talked to a manager and was sent a metal frame and a box spring so my mattress wasn't sitting in my living room. Bed gets pushed back to mid August, then mid September. Talked to the manager again and he talked to his boss who arranged for the bed to be delivered on the 21st of August. On the 20th, received a phone call that my bed wasn't being delivered the next day. Can't call back because no one ever answers the line. Bed comes anyway, they assemble it and ask me to look at it... It's the wrong, more expensive bed AND they charged me for it. I will never shop here again after I get a resolution.

Update: Ashley's still hasn't removed the double charge from my account. The best they could do for us was a 10% discount that was supposed to be applied originally. So now, we have a more expensive bed we didn't order and were charged for, and a bed we actually wanted sitting in limbo that we are also being charged for. Our credit card is over charged because of this, and we are set to start making payments on TWO beds in a few days. Completely unacceptable and you have lost me and most of my family as customers. Also, don't even bother calling their store number because you'll get put in touch with people outside of the store who can't deal with monetary transactions and will instruct you to call the store, like some never ending cycle.

Update 3: The store was supposed to call me on Tuesday and i never got a call. I was supposed to get a call from someone in corp, but that also never happened. At this point, I don't think Ashley's is taking this seriously, and I might be forced to file a BBB complaint and take this to the consumer protection agency.

Came into the store pretty late expecting to struggle to find help and was extremely surprised with the amazing service from Sanee. He greeted me at the door, was extremely knowledgeable, and super efficient with getting me everything I needed. Was in and out of the store in 30 mins and got everything set up down to delivery. Definitely exceeded my expectations!

Absolutely the BEST finance options I ve encountered. I Highly recommend Ashley Homestore for all your furniture needs.

Kathy Brunner helped us so much today!!!!!! We got an incredible couch and a coffee table with ease! Love this place!!

The customer service was impeccable. Abu was amazing! He helped me every step of the way and made we feel so welcomed. Definitely recommend this store to everyone.

Very knowledgeable employee, Joseph, that helped us find a great deal on a couch.

I want to say thank you to, Ami. She was incredible when we had some issues with our sectional that was delivered. She really cared about making it right and I can't tell you how much we appreciated that. Her communication and follow up was something I rarely experience from a customer service representative. She was there to answer all our questions and keep us posted on any changes while she worked for us to help. If you are shopping at this location, please seek out Ami. You will not be disappointed. Thanks, Ami!

Recently my wife and me visited This Ashley Home Store for buy a TV stand that we need, but the sales person guide us on other offers whith a good discount plus free delivery plus the bank offers, so the deal was so good that we decided to buy a dining set plus tv stand, coffee table, corner table, and a king size tempurpedic mattress with a power base, with 60 months 0 interest no down payment free delivery and 6 months payment in a debit card from the bank side, very good deal, Thanks Abu.

I been waiting since July for the couchs i ordered an its now September 14 ...they told me they would arrive September 3rd I called on the second they told me it would come on the 15th so I called today now there telling me it won't be till October...... one will be ready on October 13 and the other piece would be ready on the 28th of October so not only do I have to wait another month they won't even be arriving on the same day this is ridiculous i understand where going threw a pandemic and all but this is just ridiculous they should let u know way in advance that it will 4 months or plus to get ur couchs im tempted to cancel and take my money else where

This location is all about sales and not about customer service. I went in the store having never been to an Ashley Furniture. I even opened up a new credit card with them and I chose my bed. The sales rep knew my mattress was on back order and did not tell me so she would not lose the sale. I ended up learning that my mattress would be delivered 4-5 days later after waiting 9 days for the bed set. I called the store and the store manager Adam provided an appeasement over the phone and when I followed up in person at the store he was acting as if he had NEVER spoke with me before. He gave me a small credit and I told him I was calling corporate because I was being mistreated and misinformed and he threatened me and yelled "well give me back the gift card I gave you since you're calling corporate!" Overall horrible experience.

This was my second time buying furniture from Ashley Furniture and this location in specific. The first purchase I ever made with them was a bedroom set. The purchase and delivery process were easy, the delivery was on time, and the set was as beautiful as it was in the store.

The second and most regretful purchase I ever made, was a dining room set. I went back to this location and purchased the Caitbrook Counter Height Dining Set. It was a gorgeous piece of furniture, and I fell head over heels for it at the store. It was the perfect size and color for my small apartment. I made the purchase on 1/19/2019, and the first slap to the face was the fact that I had to wait for over a month to get this delivered. Today, 2/28/19, after a long long wait, it was finally delivered. While the technicians were putting it together, I started smelling a very strong chemical, gasoline type odor coming out of the table. I asked the technician what that was and he said that it is normal for the wood to smell like that right after it comes out of production. He suggested I use an odor eliminator to help with the smell and was on his way. I live in a 700 sq.ft apartment, this "wait for the smell to go away" type business might work for a huge suburban house, but not an apartment the size of a closet.

It came to a point were I couldn't breathe anymore. I had the windows open in -1 deg F weather, the heaters on, 3 purifiers on the highest setting, a dehumidifier, bowls and bowls of white distilled vinegar and bowls of baking soda all around the apartment and I still could barley breathe. I had to trap myself and the cat inside the bedroom because I was so worried that I won't wake up the next day because of the chemicals that I consumed. I ended up staying with a friend that weekend, but even though I left the windows open all weekend and risked my pipes freezing, the minute I got home and closed the windows, the smell came back even stronger than it was on the first day.

I called the store numerous times, along with customer service, but they were no help at all. I got several "we'll call you back", but never received a call back. I didn't give up, and called every single day numerous times until one lady finally agreed to do an exchange for the product, however, she could not guarantee that the table will not have an odor. This fiasco lasted about 4 days until someone agreed to help. I never even received an apology or any sort of compensation for what I had to go through.

This is not something you want to go through after you spend over 800$ on an item. This was supposed to be a purchase from a high-end name brand store and I never thought I'd ever have to deal with something like this. It was a nightmare that I don't wish on my worst enemy.

I do not recommend buying furniture from this store. The fact that I was never told about the smell during the purchase defines what type of store this is.

I was mattress shopping and stopped into the store and was helped by Abu . Not only was he extremely friendly and professional he was super thorough and knowledgeable about mattresses. He had great follow up and I can t remember the last time someone worked so hard to try to earn my business! When you are at the store ask for him! Edie

We left without stealing anything! Which is surprising because they seem to think you are going to. When you walk in they introduce themselves at the door and ask if they can help. Great. We said no we are just looking. They then literally follow you around the store like they think you are going to steal something. I don t know who taught these people how to sell but this is not it. We would have spent more time here but left because we just felt uncomfortable.

So much so that we both walked into Mariano s a few stores away and checked over our shoulder to see if he was still following.

Jennifer is awesome! Great team Aaron is awesome alone with Ashley & ilvia!

The whole company provides horrible customer service. No, one answers the phones or even able to assist. If their is a price descrepense no one offers to resolve or even assist.
The call center is rude and abrupt

My experience with this store has been horrible, to put it lightly. I bought a couch the first week of July and they could only deliver it three weeks later. Ok fine. However when the delivery day came, the delivery truck showed up but it didn t even have the Ashley Homestore logo on it. Then when the delivery people pulled the couch out of the truck and started unwrapping it, there was a small hole in the back. I was fully prepared to sign and take the damaged couch, but they refused, saying it was against their policy to deliver damaged goods and they couldn t deliver it because of claims . The rescheduled delivery date was made two weeks later and I just called today to confirm the delivery and they told me that the couch couldn t be delivered because it wasn t available. And they best part is that they claimed to have called me (they didn t) to inform me of this issue. Honestly, this experience has been awful from the moment I bought the couch. Go somewhere else for furniture.

Very friendly staff! Laura was extremely helpful and laid out my family room with me to make sure my new sectional would fit. The manager, Nigel, was also very nice and friendly. They both showed an active interest is my needs, answered all of my questions and made sure I was buying the right couch to fit my needs.

I want to thank Mr Joseph & Seth on Western in Chicago for doing a great job in making our purchase possible...I can t wait for our dinning set to arrive.

One of the experiences I've had very friendly and give confidence to do business

Nice place with good quality and price.. I got very good help at the store too

Amazingly detail oriented layout ...was searching for an ottoman and vanity mirror... Store had what I needed. Didn't know this place even existed here but the staff was helpful and patient!! Will be returning.

Best furniture store I have ever visited.. I have spent almost $8000 there.. they have good collections there.. and the managers and employees are very helpful.. gave me very good deal on everything.. overall I am super happy with my new furniture s.

Absolutely awful staff at this store. They tried belittling us and insulted our finances when we couldn t afford their upsell.

One of THE worst experiences. The only good part of going here was finding a set we liked, aside from that it s been ignored calls, long waits to talk to someone, a table delivered broken, and now 2 cancelled deliveries with no explanation....

Went in to this location after bad experience with other *suburb* location that refused to honor past extension of credit due to a delivery issue (from that store, no less). Despite it not being their mess up, they not only honored the credit extension, but were very helpful in using that credit towards the desk we wanted. Ended up walking out with a kitchen table set, too! Salesmanship at its finest. The customer was first and in the end everyone benefited. Recommend going to this location.

I didn't purchase furniture from here yet, but the experience was fine. The other reviews mention someone following you...that's called commission sales? Especially if it's slow the salesperson doesn't want to lose out. They try to stay in proximity to make themselves helpful and totally available should you have questions or decide to purchase.

I thought the layout was nice, prices easily displayed, and they had some good pieces. The only downside for me is wanting items immediately and the ones I wanted were fairly popular and had a lead time of 6 weeks. Otherwise I would've purchased.

I visited this store on the 29th of June to be able to buy a sofa and a coffee table. I have been waiting for this delivery since then and I haven't received any update on a status. I even went into the store on Thursday July 16. The store manager said that my sales person would work on finding out the delivery date because he couldn't do anything about finding the delivery information for me. He even says that's their job not mine to find out these things. Since then still no call. No one has reached out and if you try calling the store, as customer services says to do, you are never going to be answered. I don't know if this store manager just tossed me to to the side but seriously I get covid delayed things for delivery but respect your customers and try to put them at ease when they come to you with concerns about their delivery.

My mom came here in September to get some furniture they told her it would come in October then they changed the date for November something then she picked something else thinking it would come on November 9 they called saying November 26 like why my brother coming in from Las Vegas on November 14 why do she have to wait this is the 3nd time smh this store should not be open anymore we cancel the order in went to The room place it s coming tomorrow and it s was Cheaper

They are very friendly and the furniture is very comfortable and elegant

Great customer service! Theresa let us shop without being over bearing and offered us a great discount during their Semi-Annual Sale!

Awful experience. The sales person we dealt with was rude and condescending. Walked in after browsing online quickly. Told the guy that greeted us our price range and he said to go ahead and look around. After browsing for a bit, and seeing very higher prices than advertised online, the salesman came back and asked us if there was anything we were interested in. We explained that most things were out of our price range. He then aggressively began to explain, in a rather irritated tone, that online prices are different and he would have to check each individual item to see how much they *actually* are. If the sales person can't even tell me how much something is, how am I supposed to know?!?

LOVE this place. I m an aspiring interior designer and I just love wandering around looking at all the beautiful pieces and getting inspiration. Haven t been to any other home decor place like this one that has such unmatched customer service! Massive selection of home furnishings and rugs in all styles. Well made and beautiful designs priced for everyone's budget! Will be back for sure!

Terrible customer service, they lie about their return policy (there is a strict no return policy). My furniture came damaged and they said it was my fault for not noticing. My experience was setting a delivery date but then receiving 50 texts in one day confirming a different, earlier date (to close the time gap of cancelling my order). Just very shady, I d recommend ordering online.

2 months for our couch to arrive, we understand, Covid is hard for everyone. They schedule a delivery date with me then call to tell me that it will be delayed another month. Weird how you can schedule a delivery date without the actual furniture! After sitting on hold for 30 minutes trying to reschedule a delivery date, they tell me the furniture will be in even later than it was previously changed to (for at least the 5th time). I m hosting my wedding at my house due to Covid and I won t have a spot for people to sit. This is an absolute joke of a furniture company and I m extremely disappointed! I wish I could give you zero stars.

First, I tried going online to order furniture out of state. But, the website never let me process my order. Then, I went in person to place it, forgot to add the rug into the sale. Then, they wouldn t give me my couch for over a month, kept pushing back my order delivery, then when I tried to cancel it for the refund, I was told the couch wasn t even available. And now they said they won t give me a full refund even tho they haven t given the couch and keep pushing back the delivery date. I don t recommend Ashley Furniture HomeStore.

Went couch shopping and the sales team was very helpful. They were not pushy and very easy going. We were able to find the perfect couch!

I worked with Sanee to get a sofa and an accent chair. He was very helpful, and the furniture is beautiful.

Theresa N sold me my furniture. I have gone with her twice already. She is a great sales person. Couldn't have asked for a more caring, informative person. Come to this Ashley furniture.

David M was an amazing and extremely patient store assistant who helped us with all the furniture we needed. Amazing service overall, highly recommend.

The worst experience. Nobody knows what they re doing. Worst customer service. Staff is all over the place. Very unprofessional. The longest 4 hours of my life

John/Adrian were the best salesmen. I got a deal for my money. Plus credit card with no interest for 2 yrs. loving it....

My fiance and I purchased the Caitbrook Counter Height dining set and we were extremely disappointed with the outcome. When the table arrived, it had an awful, extremely strong chemical/gasoline odor coming out of it. We tried to air it out all weekend but that did not help at all. Contacting the store and dealing with customer service was a complete nightmare. After numerous phone calls, we were finally offered an exchange of product, but no real apology or accommodation for what we had to go through.

We were bombarded by the sales person, Teresa, during our visit to this location, and even though she was after us the entire time in order to score a sale, she failed to mention the odor from the table. If we were informed about this issue earlier, we would have never made the purchase. No one wants their apartment to smell like chemicals and no one wants to risk being around that odor.

We are extremely disappointed in this purchase and we do not recommend this store at all. For the amount of money spent on this item, we never thought that would be the outcome.

Hi!
Jimmy O'Neill and I have been waiting for a refund that was supposed to processed by salesperson JV00 approved by manager NH02 on September 5th. We called our credit card company and they said no such refund process was ever started. We then called multiple numbers listed on your site and were bounced around for 2+ hours before finding out that said salesperson and manager never processed the refund.
We would hate to dispute the charge, as I m sure you know companies can only have so many before their BBB accreditation is stripped and banks stop working with them. But as we ordered this piece of furniture on July 23rd and canceled it on September 5th due to you not notifying us it was delayed, maybe BBB accreditation and bank partnerships aren t right for your company.
We d love to actually be able to talk to someone at the store, but every time we call your number listed and select 3 (speak to representative) we are hung up on.
We have a refund receipt which Ashely Furniture Customer Service Department deemed as fraudulent by the sales representative and manager ... so I guess we should contact our family attorney as well..
Hopefully we can get this situated before needing to get lawyers and banks involved, but if we don t hear back by 6pm CST today (9/28) that sounds what will need to happen.

Lupita O'Sullivan was a great associate. She knew exactly what she was talking about. Great performance and personality and awesome attitude.

Great selections, very good prices, friendly service/staff.

Been working with this store and branch almost for a year and they stopped responding. They delivered the wrong and broken product and still have not replaced it.

They agreed To a Full refund after i provided pages of evidence and then stopped responding to me to come and get it.

Shop anywhere but Ashley. (Will update if they resolve)

Immediately when we walked in we were hounded by the staff. It was uncomfortable, the first guy was in my personal bubble. I get sales people want to greet, and I want to be welcomed and asked how I am. But within a minute of being there I had a paper to tell me about opening an account with them. Before I even was able to see their product. I would have rather been asked what we were looking for, a price point, things we wanted. But instead it was all about opening an account then he was gone. As we walked around the layout was unappealing. We were only interested in sofas and had to weave through beds to get to them.

Great selection! Clean environment and very great staff i had miss Jen assist me while I was looking around for furniture. She was very helpful with a smile always she was very sweet! She answered all my questions would definitely recommend to my family and friends

The lady who helped me was kool and it was a quick experience I can t wait to see my product

Had a wonderful experience.. the manager I forgot her name may be crystal .. she was a really sweet woman and the sales person John they were both really great, treat us well gave us a great deal even .. I was so happy that I gave her a hug

We had a great experience here today. We weren t sure we d be able to find a California King bed, but luckily our sales associate Abu told us they could special order any of their beds in any size. He was really helpful, and worked with us to get a great deal. We were totally not expecting to walk out of there having found a bed, but we were so pleasantly surprised! Abu was the best, and the selection was awesome.

We worked closely with Joseph on furnishing our new bedroom, finding the right mattress for a notoriously poor sleeper, and selecting a quaint kitchenette.

We were extremely pleased with the service and flexibility of the team. Joseph (and Nigel) worked with us to provide a purchase we felt comfortable with and a protection plan that put us at ease... bringing home such a big purchase with two rascal cats was nerve wracking. Claws and jaws aren't covered, but pretty much anything else you can think of will be fixed no questions asked for 5 years. Phew!

We ordered great quality furniture and just hope the COVID delay isn't too long since we are eager to use the furniture!

Overall a pleasant experience and we did purchase a couch from here. The sales people were friendly and helpful. Felt a little in our faces at times caused me to feel overwhelmed and rushed into making an ill informed, pressured decision without even giving thought to it or be able to take time to research the fabric some.

First furniture buying buying experience, know where not to go next time. My new couch is good but the week of headaches and disinformation on financing was awful. Delivery window was missed, promised calls from customer care never came, and a credit card arrived in the mail that I wasn't aware I signed up for.

The entertaining-in-hindsight details:

Delivery service came over an hour early when I was not home on Sunday and left. I was still expecting a delivery that day because I had set up a delivery time. Called customer service and was told that the drivers lied to their dispatch saying they said they arrived during the window and pressed a buzzer. However, their GPS evidence proved otherwise. I also don't have a buzzer and was outside during their fabricated arrival time.

I was told I would get a call back the next morning to set up a new delivery time. The next morning came and went with no call. I called in the afternoon and waited on hold for 30 minutes. Customer service was friendly but uncoordinated - no notes had been left of my situation.

I was set up with a new 4 hour window. However, all their windows fall within an 8-to-5 workday and I could only have someone at my place for a 3 hour window later in the week. They couldn't promise this. They advertise they use their own delivery fleet (as heard multiple times while on hold), but I was told over the phone that they use a third party in the Chicago area. Maybe this is why.

The store called me later on Monday to ask how the delivery went - they had no idea I hadn't received my product despite having already told the story twice and having made sure notes were entered into their system. I let them know about the mishap and reiterated that my delivery window needed to be in a 3 hour timeframe. The store rep on the phone made a joke about it but also couldn't do anything about it - super funny, right.

Fortunately couch arrived on Thursday while someone was here. I heard that part went smoothly.

A week later I'm going through mail and see an Ashley letter. I open it and there's a credit card. I had signed up for financing in the store but ended up not using it as at checkout I decided dealing with my credit card would be easier. The entire time the woman helping me just smiled through the paperwork and said it was all standard. But she said to call a number and cancel my "account". From my understanding of what I read financing was through the store and I wasn't aware that I was working with a bank until that moment. Even then I was not aware a credit card was or had been opened. I thought I was asking the right questions, but I guess not.

Incredibly frustrating to work with while moving to a new city, do not recommend.

It was fine. We knew what we came for and we didn t have any problems buying it. The employees were very clear about our furniture taking 12 weeks to deliver after purchase so that we knew what to expect. This review is written on day of purchase and is solely reflecting the buying process in store.

The store was nice and they have nice furniture which i ordered but if you actually want it delivered hah well that s another story! I m so irritated with this company as I ve been waiting for my furniture for a month now and it continues to be delayed! If you do get furniture from here and you live in a condo building I would look elsewhere because they take forever to give you their delivery insurance (make sure you ask way in advance) and it doesn t meet the proper requirements. They were suppose to deliver today regardless that the insurance was wrong and confirmed with them and another person I was emailing with yet they decided to take me off the schedule without even informing me so I have been wasting my time waiting for them to come. This is getting to the point where I would rather cancel which is also inconvenient. Anyways beware their delivery team is incompetent

Best customer service I have ever had in store and will never buy furniture anywhere else. It s already a stressful and expensive process, come see Jennifer Almazan and she will make your life easier.