Holy good gracious. If there is a man selling stolen, smoke-damaged furniture out of the back of an ominous looking van, buy the furniture from him instead. The only possible way people give them more than the lowest star rating is if they had a smooth order and no problems with delivery. It appears that is 10% of their customers. We were delivered 3 of the 4 pieces of a sectional couch. Then we were accused of "ordering" only three. Problem is that the salesperson at the store "ordered" it. AND when you put the left couch with the wedge and then immediately put the right chaise on, it makes an almost square couch with no entry point! Who would order that on purpose? THEN we found the same couch online for 1000$ less for all 4 pieces! Bwahaha. Next we attempted to rectify the situation. Our two requests were thus: 1) send the missing armless loveseat and 2) match the price we found. Well these two tasks proved to be the Everest of customer service for everyone involved. Fatima, the store manager, wouldn't call us back after 2 days. When we called a 6th time and refused to hang up until she spoke to us, she said she was with other customers and put us on hold. When she finally came back to the phone she blamed us for the mix up. We are now attempting to cancel all payment and return the furniture to buy from somewhere else. The singularly most frustrating purchase experience of any kind in 20 years of home ownership. read more

I ordered a bedroom set for my master bedroom. Product was delivered broken. Replacement item was not delivered for 3 weeks after we were told the item was going to be sent the following week. 1 week after it was delivered the other dresser broke and they said they can only repair the item now because it was in my home for more than 2 days. Worst customer service I have ever received. I would not purchase anything from an Ashley store going forward. read more

I recently purchased a 7 piece set from this store in March that was supposed to deliver mid April. The store has continuously pushed back my delivery appointment, not returned phone calls, and made my experience of buying furniture for the first time a nightmare. I will never buy from Ashely again. read more

We recently bought three couches from Ashley, and were told all three would arrive this past Wednesday. Now we are being told April 17th for two of them. And the other will be coming in two weeks. I will never buy another piece of furniture from here again. The warehouse and actual store are not on the same page at all. And every one of my friends/family that have bought from here recently, have had the same issue! And when ringing up our order, the employee overcharged us and we had to be directed to management to "fix" it. Thankfully my husband payed attention to the numbers! It's been an overall hot mess to deal with to say the least! read more

We came in to browse a family room set on a Sunday and Whitney was more than a help to us! She took the time to understand what we were looking for - we had our two small children with us and she was patient. She also gave us time to look and talk just us - she didn't hover but was available. She and her manager went above any beyond in helping us make our purchase. Excellent customer service! read more

Went into an Ashley/Morris Furniture store late October 2020, in Columbus Ohio. We needed a new sectional, ideally delivered prior to Christmas. Realizing with Covid, there could be issues with that request. Talked to a sales consultant, she said an Item we were interested in was in stock and could have to us by late November. We paid cash, got the extended warranty. Great! Then starts the delays, today is February 12, 2021 and delivery was finally just made, about 3 months later than we wanted. Store consultant was zero percent accessible for questions along the way. Frankly, the delivery was way past ideal for our needs, but we made due without and made peace with the delay in delivery. Unfortunately, one piece of the sectional was not in the delivery and another piece delivered damaged. So I now have a partial and damaged sectional sofa setting in pieces in the middle of my living room. Delivery guys would not take it back without a work order. On top of that, they damaged my walls and tracked dirt all over the floors because they had no common sense. We will be scheduling a return of all items for a full refund. Save yourself the headache and hassle, buy from a more reputable furniture store that is more focused on the consumer experience. These guys only care about making the sale! You will not be happy in the long run. read more

Terrible customer service. Reach out to them by email and they don't respond. Make promises at the store then break the promise after check out. Stay away!!!! read more

We bought a sectional in November 2019. Around 3 months later we noticed that the stitching on the chaise came undone. How? We do not know . I contacted customer service (which took a few times!! And long wait times on the phone 30+ minutes)and they directed me to whoever deals with extended warranties. I was told by them in turn that since we still have the warranty from the store that they would look after it! I called them back, which took a few times again! They told me they were going to order it and someone will call me back when they get it. That was back in feb/March and it's now middle of July 2020!! And We still haven't heard!! This is unacceptable !!! We paid good money and we're getting poor customer service ! We're never buying from there again, and if we don't hear back soon from them, We will take this further. I have tried off and on trying to call but all I get is extended wait times to talk to someone ! read more

I truly do not know how this company stays in business. On shopping day we had 2 separate salesmen give us two separate prices. Obviously we're going to choose the lower price but salesman one who gave us a higher price gave a lot of push back before finally agreeing that he could sell it at salesman two's price. Fine. Done deal. Set up a delivery date , confirmed it in the computer, store manager signs off. We pay we go home and we wait. No one calls to set up delivery. My husband reminds me they call on delivery day. Guess what? No call. I call. Guess what? My furniture isn't in the warehouse. Imagine that. This is what happens with cutthroat commissions. Salesmen trying to impress the customer in front of them bump someone else's order in the system and no one bothers to call, email, text, or in any way let the original customer know that they're not getting their delivery. Nobody has time for this nonsense. Funny thing is I'm one of those people who is always redecorating and changing furniture. This was Ashley's first and only chance to get our business. Bye Felicia. read more

My mom is 80 years old, she bought a bedroom set and bed from Ashley and the attached store with them. The mattress has a ease adjustable base they installed and set up for her. It stopped working. They told my mom that is 80 to basically take the bed frame apart to troubleshoot the Ease adjustable system. So to not be too graphic, my mom had eaten and they have her trying to get under her bed, since she can't take it apart, and she gets sick trying. Then after spending nearly $14,000 they tell her to hire a handyman to take the bed apart and troubleshoot a product that is a couple weeks old (she had not told me about any of this yet). The bed had broke in a upright position and she could not get out of bed correctly and fell to the floor and was there for a long time. I went over and took the bed apart, and fiddled with everything, somehow it started working again. I put the bed back together, and a week later it broke again (again, leaving my mom on the floor when trying to get out of the broken bed). I took it apart again and it wasn't working. We called a support number my mom had used and we could not understand the lady we were talking to, due to a reverberation on her phone and what sounded like a breathing machine or something in the background. She asked if she could text us to help, so we said yes. She basically was very defensive and said we kicked a screen (no idea what that is) or it must have been dropped (they installed it and it never was moved, before it broke). Then my wife texted her asking when someone could come out and help, and the person refused to respond after that text. I am VERY upset with this customer service. I told my mom she should return everything, even if we have to hire a mover to dump it all back into their store. I cannot believe she would spend $14k and get treated this way. My wife is going to make some calls and see if she gets somewhere to help her. As this stands now, I would never buy from them or suggest anyone else to do it either. read more

Stay far away from this store. Complete lies. I spent over $7,000 on 3 bedroom sets. took over 2 months for them to get all the pieces and deliver which was ok, when they delivered 1 bed was missing a rail, dresser drawer in one chest was broken, scratch and dent on another dresser, that dresser had two drawers that don't close, bed has large void were rail and headboard meet. Delivery crew said someone would call me to fix, no one never called, I had to call, when called Manager of store said it was out of his hands I had to deal with delivery crew. Took two times for to get anyone that seemed to care to help me on the delivery side. They said they would replace all the pieces but would take another month to have things come in. Then they found the rail and said it would be 2 months for all pieces to come in. Now they are saying over 2.5 months and thats just what it is. I already have gotten rid of old furniture and am stuck with half working furniture. I have asked to speak to a supervisor or manager twice and both times there is never one on site and they will call me back within 48 hours. Now three times later and over 48 hours after last call I still have not heard from a supervisor. I even called their corporate office in Wisconsin and they told me someone would call and still has not. They do not care about the customer just their money, which they have charged me even though I do not have full product that works. Her comment on the phone was you have something and we delivered what you ordered it;s not our fault we have to deal with the manufacturer. read more