Deceptive practices. On May 15, 2022 I purchased three pieces of furniture. The reason for the purchase was that the sales associate informed me the pieces were in stock and I was lucky in that I would not be subjected to "several months delay". Therefore, I detrimentally relied upon a company's representative comment in my purchase. The first delivery date was supposed to be 6/10. On 6/9 I called to confirm delivery and was told by Customer Support my order wasn't ready. I was told to call back every two weeks. Around 6/22 I called and was told one piece was available, but the other 2 were not. On 6/23 I received a phone call that all pieces were available and was told to call to schedule - however, when I called, I was told that no pieces were available in my order. Around 7/7 I called and was told that one piece was now on backorder, another was received, and the third was still not deliverable. Also in the beginning of July I reached out to a District Manager (via LinkedIn) and received no follow up. Around 7/21 I was told the order was incomplete. I was also told that my original items were received, were damaged, and did not pass quality control "at some point in time". Around 7/28 I was told the reason for my delay was that the sales associates and the distributors have access to different information, which is why I was told my items were in stock, but truly were not in stock. I was offered a $80 gift certificate to compensate me for my $2000 purchase which I denied as it did not even constitute 5% of the sales price. I also demanded complete performance - I wanted all items delivered at the same time (since I may pay my Complex a loading dock fee). On 8/5 I received a text notification my order was ready and would be delivered. However, upon delivery one item was missing. A follow up with the Store informed me that the delivery team missed the item but the item was at the warehouse. On 8/17 delivery was confirmed for my missing item on 8/20. On 8/19 I received a phone call letting me know “an item in my order is now on backorder and won’t be delivered until 9/14”. On 8/20 when I called Support, I was told the item is on backorder, they offered no explanation as to how it “disappeared”, and was told a new estimated re-order date of 9/16. UPDATED On 8/22 I was told to reply to Ashely via this Google Review. First I was told the store/help line wasn’t open at 5:33. Then, at 5:41 I was told it was a supply chain issue. However, no explanation was provided as to how the item, which was supplied, is no longer supplied. When I asked how to escalate there was no response for over 20 minutes. A new representative started a new chat with me and couldn’t see the previous conversation. I was then told to expect a delivery on 9/27 - even though a few minutes before it was 9/16. I was told the delivery was delayed until 9/27 because I didn’t acknowledge the item or communicate I wanted delivery within 2 weeks of the warehouse receiving the item. Again, citing supply chain issues. Which, was again, patently false as the warehouse did receive the item (as confirmed by an Ashely representative) and I did follow up within 7 days (as confirmed via text and email). It took me an hour and 15 minutes to finally receive notice that a supervisor was being contacted, but I was not allowed to be included on the initial conversation and simply had to wait another 48 hours for them to communicate with me. On 8/24 I contacted the same service line. I explained I had not heard from a Supervisor. I was told I didn't wait 48 hours. I was then told my furniture was delayed due to supply chain issues. Further, I was told the contract indicated the delivery dates were "mere suggestions" and it was my fault for relying on the sales associates "sales pitch".

My husband and I have had very unsatisfactory post-purchase experience. We purchased a set of 4 dining chairs and 1 upholstered bench at the end of December and while the set is beautiful, its quality does not quite live up to its price. The corner screws in two of the chairs and the bench do not go all the way in because the holes do not align properly. As a result, the screws cannot be tightened, which in turn causes the legs to wobble. We contacted AF's Guest Response Team with our concern. They told us they would order replacement parts and to call them back once the parts arrived within 7-10 days. When two weeks went by and no parts arrived, I called the number again and was told that the parts were actually unavailable and had to be manufactured first. The expected delivery time was now sometime in April. This is an unacceptably long time to wait to have your expensive brand new furniture fixed! There must be a better solution, such as replacing the defective pieces, especially considering we alerted the company of the problem within one month of delivery. I contacted Ben Harvey, the sales associate at the Southloop location (555 W Roosevelt Rd) in Chicago who sold us the set, with our concern as well as to share our overall experience with the entire process. He’d given us his business card at the time of sale and told us to contact him with any questions of concerns. I wrote him an email sharing our experience and concerns with him and asking him to please forward my email to the management team. Ben Harvey never even bothered responding to me. It is quite obvious that Mr Harvey had been just interested in making a quick sale and earning his commission and not in post-sale customer satisfaction. I also want to mention our experience with the delivery of our dining set, which I also wrote about in my email to Ben Harvey. We’d paid $200 for delivery and assembly and been told that the guys would assemble the furniture and dispose of all the packaging materials. The chairs were already assembled when they arrived; however, they arrived without any packaging or wrapping. There were a few wet drops on two of them - thankfully, it turned out to be just water and they dried out without leaving a stain. The bench came unassembled in a box. The guys dropped the box off, got our signature, and headed for the door. When we asked them if they were going to assemble the bench, they said it was not part of the process. We told them that we had been specifically told that assembly was included in the fee we’d paid. They were quite unwilling, but they unpacked the bench and attached the legs, and were about to leave yet again, leaving the box behind. We had to ask them to please take the box with them. After they left, we discovered that the legs on the bench had been sloppily attached and wobbly, so we had to tighten them ourselves. Shortly after, I got a text message asking me to rate my delivery experience. I gave it 3 out of 5. In return, I received a text, saying that someone would be in touch to discuss this with me - no one ever called me. Based on our experience, I cannot recommend Ashley Furniture products because the value is just not there and neither is after-sales support despite all the surveys they text or email you. They are worthless if no one follows through on them with meaningful actions.

I’ve been very frustrated with my Ashley experience. After having bought a living room set six years ago, I went back when I needed a new dining room set for my condo. I made the purchase in October 2021 of a five-piece expandable dining room set and an additional two chairs for when I wanted to put my leaf in. I was told that due to supply chain issues, it would take somewhat longer but that I should have it no later than March of 2022. That was frustrating, but I was willing to work with them on it. Flash forward to April 2022 and no one has contacted me, so I reach back out. I’m told that I never should have been told that the pieces would be delivered by a certain date but that they were still having issues. The new date I’m given (despite previously saying they shouldn’t have told me anything to begin with) is that it should be delivered by June 2022. June rolls around and still nothing, so I’m back on the phone again. I’m told that the table is in stock but the chairs are not. If I can just wait another month they ask. I wanted someone to reach out to me with updates, but I was told that isn’t how Ashley does business. End of July comes and FINALLY the furniture arrives (nearly ten months later). The delivery drivers unload the chairs and I notice that nearly every single chair is poorly assembled so that they wobble like crazy. The delivery men also assembled the table but that too wobbles like crazy. I call Ashley up and I’m told that they can’t do anything and that I would be contacted by their third party warranty handler within 24-48 hours to schedule a time for someone to come out and inspect the furniture. More than that time passes before someone finally reached out to me. Only problem is, they tell me that they have ONE technician working the entire Chicagoland area and he/she only comes out Monday-Friday 8AM-6PM. No weekends. No smaller windows. I have to pick a day of the week to sit at home and get no work done while I wait for someone to come by. I call Ashley back to complain as I’m quite annoyed and for some reason I’m put through to their internet purchases phone line so the operator cannot even access my account. This is idiotic because last time I checked, I was an Ashley customer regardless of where I purchased the furniture. I call back again and get someone in-store who apologizes and tells me that he’ll see if there’s anything they can do. He tells me that someone from the third-party will call me in the next 24-48 hours or he’ll call me back. That was a week ago and no word from anyone. So now I’m taking a whole day off of work to get this issue repaired when a simple quality assurance check would have gone a long way. Did no one notice in the warehouse how poorly the chairs were assembled? Does no one check furniture prior to its delivery to ensure that it meets certain standards? Despite being a previous customer, I would never use Ashley again and I do not plan on recommending it to anyone.

Despite being a very understanding person with many years experience in customer facing jobs, I will NEVER shop at an Ashley furniture ever again. After being told multiple times before the purchase that I would be able to refund, re-select or exchange within 72 hour window if the furniture didn’t fit my needs, I was under the impression that I could try out the furniture in my home and make sure it looked good in my home before committing to the purchase. When the furniture delivery crew dropped off and assembled the furniture, they even reassured me that I had a 72 hour window to process any kind of return or exchange so I felt comfort knowing I could really test whether I was I was satisfied with the furniture. Unfortunately, I was so sad to discover I wasn’t fully satisfied with the furniture it didn’t fit in my home the way I had envisioned when I was viewing the furniture in the store. When I went to request a return and refund within the 72 hour window, it was denied and I was told that ASHLEY DOES NOT DO REFUNDS, EXCHANGES, OR RESELECTION. I’ve tried calling multiple times (all within the 72 hour window) but no representative is willing to honor the policy I was told at sale or during delivery. It’s an absolutely terrible customer experience! So know that if you buy anything from Ashley, know that you are pretty much stuck with the furniture, even if you are unhappy with it. If you are thinking about shopping here, I think you should reconsider. There are plenty of competitors who have more customer-friendly policies and actually honor the policies that they advertise. I would rather spend more money with a store who cares about the customer than go through anything like this ever again. Furniture is a huge purchase, and I believe that as you deal with buying things with higher ticket prices, you should seek business that have integrity and respect their customers. Honestly, it seemed like all Ashley cared about was making the sale—and nothing more. Literally RUN from Ashley!!! They market themselves as “The #1 furniture store in America”, but THAT IS 100% FALSE ADVERTISING!!! Literally the worst customer service I’ve ever experienced. When I asked the supervisor for an explanation, all I was told was “we don’t do refunds” with no empathy or other answers to my questions—only “we don’t do refunds.” Then he said it one last time before he proceeded to hang up on me. UNBELIEVABLY UNPROFESSIONAL. I advise everyone to return your order and never step foot in an Ashley Homestore. They don’t deserve any business with practices like this, especially from honest, good people.

DO NOT BUY FURNITURE FROM ASHLEY. They do not have inventory, they have no idea when they will have inventory, but they will lie to you and string you along with fake “estimated delivery dates”. A previous furniture delivery did not work out for us so we came to Ashley on 7/22 and explained our situation to a salesperson at this store. We purchased a Left Arm Chaise and a Right Arm Loveseat. The salesperson explained to us that he would do us a favor and schedule separate deliveries since the chaise was available on 8/1 and the loveseat was available on 8/15. We agreed that this would be acceptable. After countless conversations with customer service, I discovered that the salesperson lied to us. He never submitted the order as a partial delivery. Furthermore, after speaking with a customer service representative, she informed me that the chaise is actually available right now, but switching it to a partial delivery at this point could cause the loveseat to be delivered months later. I spoke to another customer service representative on 9/12 who guaranteed me on the phone that delivery would be 9/19. I was skeptical of this, so I asked him to send me email confirmation, which he did. The couch was never delivered, the date was pushed again, and the representative stopped responding. Another customer service representative put in a ticket for me to the supply chain to request expedited delivery. This ticket was submitted on 9/14 and I was told to check the status on 9/16. I checked the status of the deliver 4 times and it was always “no update”. The customer service representative stopped responding. The estimated dates started at 8/1 but they will just change every single week. I have seen it updated no less than 8 times, the next current date being 10/3, 2 months after the original with no end in sight. I finally reached out to the complaint department. After 4 days of no contact, they were only able to provide me an estimated delivery date, which I already knew. We are over 2 months in, we don’t have furniture, we have no idea when we will get furniture, and Ashley has done nothing to help with the situation.

On February 14, 2023 a couch was delivered to my home from the Ashely Furniture Store located on South Loop, Chicago. When the couch was delivered, I noticed there was some damage. I reached out the Ashely Furniture the next day to resolve the issue/report the damage. Instead of offering a refund or exchanging the couch, they sent out a technician through the warranty to try and repair the damage. I found this suspicious since the couch was damaged upon delivery, NOT from damage caused by myself or any other action listed in the warranty. The service technician attempted to make 3 appointments to fix the couch, but failed to make any of those appointments. They asked me to send multiple pictures of the couch and the damage to order parts, but managed to order the wrong parts not once, but twice. Finally on April 20, a technician was able to come to try to repair. Not only did they not have the right parts-again, but attempted to fix the side of the couch that did not need to be fixed in order to charge the store. I am very disappointed with the service since I’ve had to call off work 3 times to accommodate for these appointments and when the technician came to “repair” the couch, I was told that if they didn’t make any repair (even though they did not have right parts for the actual damage) this would mess with the warranty if nothing was done. From this experience with Ashely and the warranty, the service has been atrocious and would not recommend it to anyone. I also talk to the store Manager (Michael )he stated that everything was handled wrong and he was going to escalate the situation to get me a refund or exchange. He said he was going to call me back , never did. I called him now he’s know where to be found. Please make it make sense.‍♀️ Customer Service at its worst.

This has been such a frustrating experience. I bought two couches outright from Jeff, who was new. He was nice and knowledgeable about the furniture, but not so much about the buying/delivery process. The whole thing took a while because he was clearly still learning. That would’ve been no problem if it didn’t continue to inconvenience me weeks after my purchase. Jeff said someone would call us a couple days before delivery to set up a delivery window, informing us that we’d be able to set it up for as early as before 9am, so I didn’t plan on changing my work schedule. Nobody ever called me and I got an automated text stating a different, later window that did not work for us, especially with 2 days of notice. The only options were to confirm or reschedule. I opted to reschedule, hoping to talk to someone ASAP so I wouldn’t lose my delivery day entirely. The automated customer service system is AWFUL. I was instructed to hold, and after a while told my partner to call and sit on hold since I’d used my entire work break waiting. He called and a recording stated it was after hours. I had to wait until the following day to speak to someone. Now, because I didn’t confirm the initial window, I have to wait another week for the furniture to be delivered, at a yet again unspecified time. If you buy from them, make sure you’re available for the entire day of your delivery ahead of time—and make sure you have absolutely 0 issues that require calling customer service, as I promise you will have a terrible time, if you’re even able to speak with a real person. We bought a couch from Bob’s 4 years ago and while Ashley had a better variety, I wish I could go back in time to purchase from Bob’s instead because their customer service/delivery process was way less of a hassle.

Dejected atmosphere with rude sales reps. They tried to overcharge me for a tempurpedic mattress (2500 instead of 2100 like online) by claiming to give me half off a furniture set if I bundled…but I ended up buying the set for a similar price when I returned anyway. I ordered the Sophie Ivory sectional (LAF corner chair, RAF chaisse). Arrived in 3 days as promised, so that was a plus, but it was damaged and parts of it dirty. The delivery people said a tech would come out to look at it and they’d document the damage in the notes. I got an order confirmation where they signed for me (???)and asked me to waive my right to have furniture replaced or repaired. No evidence of documentation. I called this store to document the damage. Emailed pictures as well and they said the service department would reach out. I asked for a confirmation email. They wouldnt give me one. Called customer service to verify and they had nothing on file. They also said they’d report the case to their service department and gave me a confirmation code. Went into the store to confirm. Nothing on file, but the manager said he’d put it in the notes and the technicians should be reaching out within 48hrs. Terrible customer service. They won’t let you return a damaged / partially dirty product. And who knows if they’ll actually send someone out. I’ve seen mixed reviews about Ashley Furniture. Check their consumer report reviews before purchasing anything. And definitely avoid this store if you want a good shopping experience. Will do a more in depth youtube review of the couch for anyone who is considering buying it. Adding photos below. You cant see fully, but the frame is broken where the small hole is.

We had a terrible experience with Ashley furniture. Our delivery was delayed a week because they were “missing parts”. They rescheduled the delivery when they allegedly had the parts, and then the drivers show up to deliver and assemble the bed, and the Ashley warehouse sent them the wrong part for one of the pieces! They were unable to deliver and assemble the bed, and so they said they would call Ashley (after I offered to do so), and Ashley confirmed they had the part at the warehouse and assured me they would have the part to us today by 5pm and assemble the bed today. Now there is apparently no record of the conversation and we have no further updates. We were thinking about buying a dining table from Ashley and bar stools, but after this experience, I’m glad we didn’t. Update - it gets worse! I decided to give them another chance after we got the missing bed piece, and thus returned to buy a dresser. At the time of purchase, Ashley's system was down, so they charged my credit card through another third-party system. Since then, they never scheduled an initial delivery date or sent any follow-up communication. However, when I call the Ashley main-line, they claim they don't have my order in the system, and when I call the store, it says the store isn't taking calls and to call the Ashley main-line. They totally forgot about my order / didn't record it on their system, so all that shows up is a payment to Ashley with no further record as to why or what for. The corporate group / regional customer service has been helpful so far, hoping they can get to the bottom of it!

Such a frustrating experience buying a couch from here. The store staff (except Brandon) were least interested in helping out and acted too busy to help the whole time we were in the store. The store clerks (especially the ones with the white lab coats on) had a condescending attitude to us. I tried to finance my purchase but the store clerk put in my incorrect personal and financial information that led to credit rejection. This is in spite of us constantly telling him he was putting the wrong info, but he didnt care and kept populating fields incorrectly on his tablet because clearly he does not listen to anyone else. Anyway I bought the couch outright. Now that I've made the purchase, my shipping date we agreed upon has passed and I only get updates when I call and check myself. Apparently there was a delay that I would never know about if I had not inquired (no heads-up from the store). The store clerk even said to our face that they have too many deliveries to take care of so dont expect them to keep us updated about any delays. Extremely unprofessional in-store viewing, in-store purchasing, and after-purchase experience. Please dont take your customers for granted.

Terrible experience trying to buy a power recliner sofa at this store. Foremost question I asked was if the sofa was leather and the sales rep firmly answered yes. Trusted (my bad?) the business and placed the order and got a hint from a friend who knew the brand - "you should doublecheck to see if it's really leather" - what a wise suggestion. I checked the online description, nothing is leather on the sofa. Called the store over an hour trying to cancel the order. The sales person tried to explain he also got the wrong info from management or whatnot. I'm not interested in the blame game and just need to cancel. And they charged 10% cancellation fee, including the extra insurance and delivery etc.! I'm furious. Never going to buy anything from this business and will warn everyone I know about their practice. To follow up: reached the central escalation CS and the rep was quick and reasonable in response. Received full refund after a while. There seemed to be quite some disconnection between the warehouse, the delivery team and the sales, and it took loads of confused calls and auto messages to reach clarity in the end.

Do not purchase from this store! My family ordered two couches from this place, and we were promised that it will arrive on June 7th. I called, and they said the estimated delivery date was pushed back. I tried calling the sales representative, Mani, and she said she was not at work. I tried calling another day, she said she would call me back later, but she never did. When we first arrived at the store, Mani was super friendly and helped us find what we needed. She even told us that it would be delivered in a week, and so we accepted the very expensive $160 delivery charge. Now that we have paid, the item never arrived, and they do not answer calls or do not follow up with your order. I am very worried since the document says we have to pay for the delivery charge if we cancel, even though they never even attempted to ship my items. I am inquiring my bank to see if the charge can be removed since I was not able to reach any customer service representative after multiple calls to Ashley Home. In my opinion, their way of doing business is really dishonest.

Bought a furniture set on 10/10/23 from sales rep Bell and her manager. We agreed on 4 pieces out of the 5 piece set. She placed the order incorrectly at 3 pieces, I didn't notice, but I called the store when the delivery arrived the following Saturday and spoke to Bell. She stated I should accept the order and they will send me the other piece. I disagreed since the paperwork showed 3 pieces. Bell said the manager wasn't there so she would call me back. I didn't hear from her so I called back. The gentleman answered said he was the sales manager and he was reviewing my order. He then stated I would have to pay for the other piece. I was floored. I buy from Ashley often... what a scam they tried to pull on me! Shame on the sales rep Bell. I will not return there. A little tip, it's cheaper to buy on-line. Go in and see what you want. I bought a picture for about 50.00 bucks less then their store price... skip the lies and fraud the sales rep will give you. Or buy somewhere else. I'd stay away from their Roosevelt store.

We tried ordering a couch from Ashley a couple months ago. In store that they've mentioned that part of the couch, that was guaranteed to be in stock, would be shipped in 1 month and the rest of the couch would be shipped in the subsequent months whenever they were available... After waiting 2 months, we called up the customer help desk and they told us that what was discussed in store can't be fulfilled and never should have been, then told us our produce wouldn't be coming for another month... After another month of waiting we called the store again and they mentioned the product wouldn't arrive until yet another month but told us another date down the line. In total, it took 5 different calls (each time they would give us wildly different dates) to customer support across 2 months to finally be fed up enough with the dates to finally ask for a refund.

This was the worst shopping experience of my life. They charged hundreds of dollars for delivery, and I spent more money reserving the service elevator of my building, but they didn't show up. I had rescheduled the delivery for the next day, but once again they didn't show up. I called Ashley to try to cancel the order but they said the system was down and they couldn't process the request. When I contacted customer service they didn't take any accountability. All told I spent $100 reserving the service elevator, two afternoons waiting in my apartment to let them in, and two nights sleeping on the floor because I didn't have the bed they promised to deliver. They still haven't gotten back to me or refunded the order. Just buy from Amazon, I promise you it will be easier, cheaper, and you won't ever have to deal with this horrendous customer service.

Online store!!!! Please be aware of!!!! The worst experience ever!!! I bought living room set. The ottoman, by mistake, I ordered from a different collection. Had to return… I payed over $100 shipping (if you buy online you can’t just bring to the store) after more than a month I called them about my refund. They said they did not receive the Item!!!! Liars!!! I had the receipt I told the shipping number. Apparently they did receive it…‍♀️ Nobody ever reached out to me…. No refund still… It’s been almost 2 months! Please check other places first, and if you really have to buy from here, I want to wish you good luck!!! Their reply to another person’s review “Thank you for providing this feedback. We’re sorry to hear that your experience was not up to our own standards.” In my personal experience they don’t have any standards.

Update: Turns out to be worst experience ever. They've been delaying the order for months now. I ordered in the beginning of August, it's November and the furniture is STILL not delivered. And when I finally got the time frame for delivery (for which I've been calling customer service myself) they said I did not confirm delivery and delayed the order 3 more weeks now. I've been put on a call waitlist to speak with the supervisor- never got called back, my husband was promised to get a call back from a manager - never got it either. I called the number that gave me the schedule and Noone picks up. How many confirmations do they need, when I've been calling and calling to even get the time frame. THE WORST EXPERIENCE AND WASTE OF YOUR TIME. Great selection, we got all at once: 2 couches and a bed frame. Wonderful helpful staff.

Was in the market for a power reclining couch with a USB port attachment and went online to see what was out there. I found this beautiful piece nearly right away and didn't have to look any further. Called Ashley HomeStore to set up an appt to go and see the item in person (I like to see things up front before I buy when it comes to furniture) and had a very pleasant experience. The sales rep Ben called me right away and sent a message to confirm my appt and said he was looking forward to meeting me. When we got there we were greeted with a welcome on a sign at the door as well as taken care of right away. The whole purchase was a breeze and the holiday sale made the price right to include the 5 year warranty! I am very happy and would definitely recommend purchasing from Ashley HomeStore!! They treat their customers right!

Many documents to sign. Additional documents to initial. Photocopies/ scans of my ID. Multiple interfaces to go through on the Ashley sales software interface for the documentation of the sale. Asked what bank my visa card belonged to. And then repeated the process when showed up to personally pick up the dresser, regardless of the four printed out documents given to me by the very nice gentlemen that helped me out the day prior. The sales process is a choke point. Overshadowed the showroom/floor experience. It was akin to document verification at the closing table for a mortgage. This was for a floor item that was on clarence. As someone that deals daily in the client-facing sales this process needs to be abbreviated. Please use this feedback to help increase reoccurring sales regardless of where they currently are.

Go to a different Ashley store because store has the absolute worst customer service EVER! Super helpful when you’re buying but better hope you have no issues after because you’re not getting a response from them. Bought a bed from them in may, come October it breaks. Have requested a “repair” 3xs. Still no one has fixed it or even cared enough to contact me. Can’t even sleep on the bed that I paid so much for. Just TERRIBLE!! I asked to speak to a manager regarding my customer experience and was told they would request a manager call back and if they felt it was warranted they would call me. As you can guess have not heard back. I’ve always gotten my furniture from Ashley because they have good products in my opinion. But stay away from this store, buy at a different Ashley location.

The overall experience of purchasing the furniture was warm welcoming and with excellent service. In-store Services Roosevelt Rd in Chicago, Illinois is amazing. The product and the quality are well worth it this is why I keep coming back. The staff and manager are friendly, Courtesy makes sure that you get what you want they are accommodating. The in-store service is amazing, awesome, and wonderful. In store 5 service The only downside is after you place your order the third-party delivery team is rude nasty and doesn't have a care in the world when you call about your order. From the changing of the delivery date too many times, with the waiting delivery should be free. Delivery negative zero star service.

This locations employees could do a better job when it comes to customer service. I went in person yesterday and was browsing for about 26 minutes and no one was actively greeting guests or asking if any help was needed. This is the very first furniture store that I walk into where I didn’t feel welcomed due to the lack of attentiveness. All the sales reps where just sitting around on the display models having a conversation while only one of the reps was busy helping out a customer. A simple acknowledgment would have been nice. I had questions about prices but didn’t want to interrupt the conversation so then left and took my business to Bobs furniture, where there customer service was outstanding.

The quality of the furniture is terrible. Expect to file a defect claim, which you can do within 72 hours. Ordered a bedroom set and dining room table. Drawers in the bedroom set would not close properly or were getting stuck. So instead of Ashley sending someone out to actually fix or replace the glides, they send me 8 new drawers because it’s protocol. The guy comes to install the new drawers and they send the wrong glides with the new drawers. Great, now nothing was fixed. The dark brown dining room table had a chipped corner. The guy spray paints it black. I mean this looks horrible If you’re gonna order this furniture, expect to be content with the poor quality. It can’t be fixed

I went in and got credit from synchrony bank thru Ashley furniture. I was told it would be 3 to 4 months for delivery. I cancelled order and they still charged my card. This all happened in Nov2021. These are crooks I’m a elderly black lady and I was charged for being black going in white store. I’m asking ALLL BLACK PEOPLE TO NOT SPEND A DIME HERE. THEY WAS REALLY THIRSTY AND HARD UP. IM WORKING WITH BBB TO GET MY MONEY AS WE SPEAK. EVERYONE IN THEIR REQUESTING A REFUND WAS BLACK GOBTO NEW AGE FURNITURE LOCARED ON 43rd and cottage in bronze villa. Alllll furniture delivered in 3 days. I spent 5000;00 and here are pics of my furniture. They’re low quality goods at Ashley

Ashley will lie to you about estimated delivery times in order to sell furniture, estimated delivery window is 2-16 weeks and you will wait every bit of 4 months to receive your furniture. If you want to know the status of your order you will need to call as they do not communicate status updates but can send you weekly marketing emails. When trying to resolve my issues I was informed by the AGM that she was "busy" and would call me back with an ER Ticket number when submitted and I never heard back! YES, the manager was TOO BUSY selling out of stock furniture than to deal with an upset customer!

Originally we met Karen at the Western location and she was very helpful and patient with me and wife as we were picking bedroom furniture for our new home back in September. Was sad to see the store closed it was very beautiful. We come to the next nearest Ashley Homestore and were glad to walk in with a kind and familiar place. Karen once again helped us pick a sectional that had great delivery time! She also worked with us to get us the best deal they were having. We had a great experience yet again and Karen continues to be great to work with and very knowledgeable. You rock!!!

I wouldn’t recommend buying anything from this company that requires delivery. For the past month it’s been a nightmare. Everything has to be done twice. Example : 1 . ordered a TV stand. The item didn’t have all of its pieces. I had to escalate my concerns for another piece to be sent. 2. I ordered a couch. They sent the wrong couch. I was accused by customer service of not telling the truth. I have to return to the store for the fifth time This is very stressful , the customer service is poor , and I highly recommend not purchasing from them.

Just got a call that my confirmed delivery was delayed and I needed to call back to reschedule. When I called back I was told I needed to wait for someone to call me if my furniture was delayed and there’s nothing anyone on the line can do to help me nor could they transfer me to anyone that can help me. My couch was supposed to be delivered tomorrow however it’s clear that isn’t happening but no one will help me figure out why or when my furniture I paid for is coming. Go somewhere else. Tried calling the store and keep getting voicemail.

UPDATE: Never again. Multiple weeks and headaches later, my order from Nov 2021 is complete. Adding a second star only to recognize 1 person at this company was effectively helpful in the end (thanks Patti). ------------------------------------------ Terrible retailer, nonexistent customer service. They’ll take your money & run. I ordered a bed with mattress & installation in 2021, installers showed up without hardware, and my frame remains in pieces 1.5 years later. ‘Customer Care’ has been entirely non-responsive. Buyer beware…

I knew what I wanted and what I had to spend when I went in. Bob introduced himself after I had gotten about halfway around the store, but didnt pester or pressure me when I said I was looking because I had something in mind. He remained available, tho, and was pleasant in answering all of my questions as they arose. When I explained my budget and household needs, he offered their protection plan, interest-free financing, and negotiated on the price of the sofa I was interested in. It was a great experience, overall!

Terrible customer service. I will never order from Ashleys again. I ordered a couch from here after being assured that I would get the couch by the end of the week. Following the order no one will help me with tracking and I have no idea when I'll get the couch. Customer service was very rude and I can't even cancel the order. Worst experience ever. I am very disappointed because my experience last year was completely different. I will never order from here again or recommend to anyone.

Please avoid these stores. I purchased 2 chairs. One chair had an internal defect in the wood which caused the outside material to slowly split. They sent out a tech to take apart a brand new chair and repair it. The repair was horrible. They sent another technician and he did a worse job than the first. Now I can not get the customer service that I deserve. This whole experience is quite unbelievable. I don’t know why they didn’t just exchange the chair since it was still new.

Alec was amazingly helpful. Full disclosure - we had a TERRIBLE experience with customer service, the return policy is a joke and there is no wiggle room. THAT SAID - Alec the store manager was amazing in helping us to resolve our issue and find a great deal. Super friendly, very knowledgeable. If you need a great in person experience would highly recommend him! Just make sure you love whatever it is in store so you don’t have to deal with their customer support…

I would like to share my experience today. Mrs. Emely Chitava our sales representative, was very professional, knowledgeable and had a quick answer to our questions and doubts. She was very clear, really nice and really helpful. I really recommend this location and store if you are thinking on purchasing furniture for your home. Thank you again. Very pleasant experience, we will definitely come back. This is actually our second time here.

Initially everything was great. I ordered a bed. But when the bed arrived it was not what I selected. It then took an additional two weeks just to then have the wrong color delivered! No one takes responsibility. The showroom points to warehouse and delivery personnel points to showroom. This has been a horrible experience. A month later and I am still waiting for the “full size” bed I bought. Thank God I didn’t order more furniture!

Brandon was amazing!!! He understood my concern. After waiting over a year and half on west elm with no delivery and the poorest customer service, I chose to go to Ashley. Brandon locked in a guaranteed delivery date. He gave me the confidence to go with Ashley. His customer service skills deserve a bonus. Thank you Brandon for giving me piece of mind. Calling West Elm now and telling them they can keep their unreliable furniture!

Clean and pretty showroom. My intention was to look at some sectionals that would pair well with my existing Ashley setup at home. Probably going to avoid this location. Jerimiah, know your customer before pushing ridiculous mattresses and predatory financing options. Do not undermine us to 'doctors, lawyers' if we prefer to pay cash. Was your commission earning pitch really worth chasing me out of the store?

Ended up with a $200 discount due to a an error during the purchasing proces for a mattress (happened before with the purchasing of a couch) , and the delivery was an awful experience not to the fault of the delivery men. Delivery men should be trained with uniforms and should arrive within the delivery window they confirmed before Ashley refers to the devlivery service as “white glove” .

Ben was very knowledgeable and extremely cognizant of our needs. He showed us several great options and guided us in making our final decision. He was extremely personable and a real pleasure to work with. He’s really great at being a consultative sales person versus being pushy. He listened to what we were telling him and then gave us the time & space we needed to decide on what to do.

Salesperson Emely Chitava made my shopping experience so easy. She was very pleasant, professional and put no pressure on my decision-making. Very helpful as I narrowed in on what I wanted. She offered excellent advice when I asked questions about the lovely gray petite sectional I ultimately purchased. I was so pleased with my selection, thanks in part to Emely!

This was the best furniture shopping I have ever experience!!! Emely was great , patience and very knowledgeable and helpful. She went to all lengths to make everything look great. The manager also was extremely helpful when it came to discounts in which I truly appreciated. Go to this store if you need nice furniture with professional advise.

We could not be more thankful to Ashley Furniture and Ben who helped us out. We had 3 back to back ordering a couch disasters and we needed one quickly that didn’t break the bank and we were so pleasantly surprised by all the help and options they had. Will definitely be using Ashley again for our furniture and can’t recommend them enough!

Benjamin is a great compassionate, respectful with integrity Sales Associate at the Ashley Furniture located on Roosevelt Road in Chicago, IL. I was glad to experience his expertise in my selection process and pricing, because that is what I sorely needed. Please make sure to ask for Benjamin when You make a visit to Ashley Furniture.

My sister and I visited the South Loop Ashley store.(This was our first visit to Ashley) We were very please! I was looking for a recliner chair for Health reasons. Our Sales Associate, Bella was very professional and extremely helpful! I purchased a recliner chair for a good price. We will definitely,go back to shop more. Thank you.

Worst experience ever. They delivered half the bed and set it up and later informed us the remaining part of the bed will be delivered a week later at the earliest. When I contacted the customer service, Noone seemed to have any sense of urgency and were comfortable with just hanging up instead of addressing my concern. Never again.

I have enjoyed shopping at this location with Emely. She has made the process so smooth, and has also been very knowledgable on product, making it so much easier for me to make a decision, which was difficult due to the many great pieces in this store. This is my second time shopping with her and I will for sure continue to do so!

Emily was so personable, professional, and helpful. She listens well and did not waste time showing me products that wouldn't work for me. Alec was also helpful with administrative issues. I am concerned that delivery might be delayed, and he explained the process and told me my delivery date was 100%, so I feel more confident.

We were promised our couch 3 days after purchasing and signing for it. Delivery communication was terrible, they never showed up on the day they were supposed to and delivery was delayed for 3 weeks until we got it. Delivery guys were so helpful when it finally arrived, very efficient. But overall communication wasn’t the best.

We came in the store looking for a couch or sectional for our living room. There were many options in design, size, and price. Jeff gave us space to find the furniture that fit our needs, then allowed us to go home, so we could see if that sectional would fit in our living room. Easy process with great employees and furniture

I thought I was buying furniture not a car. I felt like I was seriously at a car dealership. It’s not the fault of the super nice sells person; however the entire process took too long; and what is the purpose of using their credit card if they ask for another credit card as well to back it up? Not the best experience Again.

The Salesman Jeff Norman, was very polite, courteous, attentive to my needs. He treated me the same way I would treat him. He was not pushy at all , gave you all the options needed. Allowed me the time to think it over He was the type of person I like to do Business with, he's a keeper. Thank you Jeff !!!! Debra P.

I had a great experience at Ashley Store. I came in to buy a mattress and Ben, the sleep specialist was very helpful in helping me choose the right mattress for me. I ended up finding the right mattress for my sleep needs. Also, the staff members I spoke with were all very welcoming. Highly recommend this business!

The saleswoman was unprofessional and inefficient. We were not notified of all details when purchasing the furniture, additionally she made several inappropriate comments. I will not be returning to this store or any other Ashley furniture store again given the poor customer service and subpar buying experience.

Very attentive and super helpful both the sales person Belle and her manager. We managed to get what we needed. Also very friendly with a toddler around! Definitely kid approved location. Will be returning and keep up the amazing job that you guys are doing! Thanks for giving us such an amazing experience! :)

They are absolutely amazing, friendly, caring staff. We were able to quickly get what we wanted. They offered the best solution to our problem and accommodated all of our needs. Ashley, especially this store, I'll prefer to buy in-person rather than buying online which for a millennial is not typical.

Ashley was amazing and truly helped me to heal and grow. She gave me tools that I can continue to use as I continue this journey called life. I truly miss being able to discuss my life with her. I would highly recommend her to anyone looking to improve their mental state and becoming a better person.

Edit: I specifically said I needed the sofa by a certain time frame. The sales person said it would be available by the date I specified. Well the day before the promised date I get a message to set up delivery. Delivery is a whole other extra week lol. Absolutely ruining a lot of plans.

This store is a scam......doublecheck your invoice. They will tell you one price and then charge you more on your invoice. Also check out their web prices they are much cheaper than in store. They try to trick you with discounts but then dont apply them correctly to the actual invoice.

I was given a price of $604 for a twin mattress and was very disappointed in the price. Went online and saw a queen mattress that I wanted so I went to the store to purchasing it instead of online but the store would not wave the free delivery charge of $80 that was listed.

If I could give them ZERO stars I would. The manager is worthless. I ordered something in March that I still haven't gotten and kept getting the run-around.. Had to call corporate to escalate and get something done. THE CORPORATE folks remedied the problem, not the store.

Ben took great care of us. Gave us enough space and time to decide what we wanted for our home. Gave us some advice about the furniture, which he was very knowledgeable about. Overall, it was a wonderful experience and we hope to see Ben next time for our next upgrade.

We had an outstanding experience. Our sales rep, Ben, was a pleasure to deal with. He didn't hover & let us browse without following us around. Very professional & helpful. Our purchase was handled smoothly with no issues We highly recommend Ashley Furniture & Ben.

We were met at the entrance by Ben, and he let us know everything we needed to enhance our viewing. He ultimately helped me with my purchase and closed out very well. I would recommend and return for additional purchases at this location.. Thank you Ben..

I had a wonderful experience at Ashley! I spoke to Karen my rep on the phone and then came in the store in person. She was terrific! I got my approval and my sofa purchased! And now can come in and buy more. Looking forward to seeing our new sofa soon.

Paul was great. He greeted us right when we entered the store and was very helpful in terms of discussing what we would be getting, delivery, and folding the table. Defitnely would go back to him for any other furniture needs. Keep up the good work!

We recently purchased a couch from this location and it was a great experience. Angelica was very helpful and also a lot of fun to talk to. We love our new couch, I’m sitting on said couch comfy as can be while I write this review. Thanks, Angelica!

I like my furniture from Ashley, but the service was horrible. I tried to change my delivery date (something I was reassured many times would be easy), but their communication was horrible. Then, they sent the delivery truck an hour earlier

My mother and I came in to look at powerlifting recliners. We were helped by Ben who was knowledgeable, friendly and patient. We never felt pressured, and could tell he truly cared about helping us find the right chair. He not only helped

Karen was very knowledgeable and understood what I was looking for. She understood the products they had to offer. She took her time & based on my ideas for the look I wanted pointed out different items to consider. Though I haven't found

Been a month and still waiting on my couch to be delivered. Delivery driver arrived today and insisted the couch couldn't fit through my hallway (all my other couches same size fit fine). He then asks about the back steps that are covered

Worst experience ever!!! Order placed June 30th and promised everything was in stock and ready for delivery. Since order placement order has been pushed back multiple times. As of today, August 6th order has not been received. When asking

these folks are unbelieveable! I ordered a couch, chair, bar table w/stools and an accent cabinet on 4/30; it all arrived in late may except for the accent cabinet. supply chain issues, i understand, they said it would arrive in june or

Horrible experience. Ashley delivered broken items with rips ( it was also the wrong item). One of their employees told me it was common for Ashley’s to have these issues as they were horrible quality items and not worth the money.

My experience at Ashley's was awesome my sales person Paul Garcia was helpful, patient and friendly. He took time to help me find a quality adjustable base and mattress within my budget. Thank you Paul Garcia!

Our shopping experience was great. Ben Harvey sales person who assisted us during our purchase process did a super job. Explained the product in great detail, pricing options, no pressure, and more. Thank you.

I initially left a bad review about lack of communication from Ashley. Turned out their phone and email systems were down. Once they were about to get those back up and running they solved my issue promptly.

Wouldn’t recommend. My salesmen seemed very goal oriented, but not in regard to my best interest and was also rude. It was a very awkward/uncomfortable experience. I’ll definitely shop online in the future.

Jeff Normal was amazing! He did great with giving us the right information and helping us buy our first sofa. In general I liked the store and looking forward to visiting this store more in future.

TERRIBLE CUSTOMER SERVICE AND POOR QUALITY FURNITURE. THEY DON'T EVEN DESERVE A 1 STAR RATING. SOFA SLEEPER WAS DELIVERED DAMAGED AND DIRTY AND THEY HAVE BEEN HORRIBLE TRYING TO REPLACE THE ITEM.

The customer service with processing my application was beyond slow. The manager authorized the wrong amount on my card, the rep didn’t know how to work the system, and the paperwork was sloppy.

My first time at this location and I was impressed with the sales people there! Ben and Emely were very helpful to me!. They answered every question and were just helpful and I appreciate that.

Shopping experience was exceptional. Emelie took care of me. She was professional, knowledgeable, kind and helpful. I will definitely shop at this Ashley store again and have Emelie assist me

I had a great experience. Emely was fantastic and so delightful to work with. She made my experience very pleasant and seamless. I will recommend all my friends and family to her.

Delivery guy was very rude , still I gave them $20 tip , I had so many handy men and repair persons come and go but none them were so rude and unfriendly like this one …

Emely was amazing to work with! She gave lots of information and answered every question we had, and we ended up finding everything we needed and leaving totally satisfied!

Will not buy any Ashley furniture again. Requested white glove delivery service, but equipment arrived with dents and scratches that Ashley does not want to cover.

Paul was amazing!! Great customer service and really went above and beyond. This is my second large purchase at this Ashley location and haven’t had any issues.

Was very satisfied with Delivery, true professionals. Love my furniture, sits real comfortably! Thanks again, will be sure to spread the word! …

Jeff assisted me and my roommate in finding barstools for our new apartment. He was very benevolent, humorous, and helpful with everything! Highly recommend.

Excellent attention, professional advice, best cost benefit relation vs other options (price, quality, financing, volume discount), patient, and thorough.

The guys did an amazing job! The entrance was very tight for the sofa, but they still managed to get it inside my condo! The delivery was on time.

The sales representative and the store manager was very helpful and polite. They went above and beyond to help me reach my budget goal. Thank you!

Angel, our sales woman was amazing. She found us exactly what we were looking for and under our budget! The entire staff was friendly and helpful!

Great customer service by Berylbelle! She was an amazing associate. We were able to get exactly what I wanted and find a perfect delivery window!

Please do not, I repeat, do not buy here. They sell broken furniture that they do not allow to be returned, and they give awful customer service

Ashley's always has great customer service and prices! In addition I really like their vast selection of contemporary furniture options.

My sales person Bob or Ben was great, he answered all my questions and informed me of my financing options made shopping super easy.

Very nice, Helped me beyond what I expected. The customer service Lady named Angel was very helpful and I was able to get furniture

Angel my sales person was outstanding! She helped me pick out the perfect sectional & rug for my new home! I give it 5 stars!!!!

Ben was incredibly patient and helpful as I selected my furniture. I’ve be furnishing my homes with Ashley for over ten years!