Worst experience I have ever had. I would give negative stars if it was an option. I paid extra for white glove delivery and the warranty. I set up delivery for 1/31. The delivery went fairly smoothly except for one drawer from the bed I ordered was broken and unusable. The delivery people said they submitted a claim right away and it would be delivered 2/11. On 2/11 I sent a message saying that I hadn't heard anything about delivery and was wondering if there was a status update. The rep I talked to said that I could expect delivery that Friday aka 2/13. That day comes and goes with no information. I the talk to another rep on the 18th that says the item should ship on the 20th so I should message back that day to find out more information. I message back on the 20th and am told that the claim wasn't processed until the 6th which I was told it was done the 31st. I was then told that shipping time should be 1-2 weeks and they will give me a 15% discount off of one item for the inconvenience. The next day get an email saying that the part now isn't expected until mid April. It is currently the 6th, still haven't gotten the discount that was supposedly applied and have heard nothing regarding delivery or an update. They also sent me emails that l should reply to however they haven't answered me for over two weeks. The lack of communication in this company is astounding and frankly a 15% discount is not enough considering purchased brand new furniture, white glove delivery, and a warranty and haven't gotten any of this fully fulfilled. I highly suggest ordering from ANYWHERE else. read more

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Chanell helped me find the perfect mattress and even tested the power base with me! she was super cute, and her skin looked soft. I hope one day somehow someway our paths will cross again. i'm too nervous to go back and ask her out... maybe she remembers my name... 10/10 experience read more

Saleswoman told us our couches would take 4 weeks. The first delivery date that was scheduled and confirmed through text came & went without a single phone call or text to let us know that they would not be delivering. I took off work to be home during this time. The second scheduled delivery date that was also confirmed by text AND a phone call came and went without a phone call or text until the following afternoon telling us that they needed to reschedule yet again. My husband missed our daughter's volleyball game to be home for this delivery. When we asked about some sort of compensation for the lack of communication we were told that our couches were already on sale so there was nothing more they could do. They did offer premium delivery, which essentially is the delivery drivers "placing your couches". So setting them in one spot versus a different spot? Oh, this premium service also includes disposal of the wrapping from the couches. The delivery guys were polite did what they were supposed to do once they actually delivered. But the customer service is a joke and if you try to call your local store you spend at least a half hour on hold waiting to talk to someone at another location. Never ever again will we shop here. read more

Ok store experience even if every sale is a scam. If you're having a sale every single day of the year... it's no longer a sale, that's just the normal price. Delivery though... oof. What a disastrously inexcusable joke. COVID affected us all, so we were extremely patient and understanding that delivery dates would be pushed out a bit further than expected. That's 100% fine. What's not fine is the day you're supposed to receive your furniture that they give you a 4 HOUR WINDOW, which is ridiculous enough, but then they can't even hit that target. In their tracking page it had us listed as the 2nd stop that day. They must've been delivering 1 of everything to that first stop because we sure as hell did not receive our couch in their 4 HOUR WINDOW. I still am here waiting as of writing this. They said it'd be delivered anywhere from 10AM-2PM. It's currently 3:30PM. I've had to alter my day for this and when trying to call and get more information, we have been on hold collectively 45 minutes, including one instance in which the automated system simply hung up. They sent numerous text messages confirming the delivery date and then more this morning letting us know it was on the way. Since then? Crickets. Not a peep. Can't even be bothered to call and say "Hey, really sorry but we're running late" and give us a ballpark as to when we can expect to see the couch. Do NOT go to Ashley Homestore if you have other options. This is an absolute joke. I cannot believe a 4 hour window was too difficult to hit. read more

This was our very first purchase from Ashley Furniture. After much time spent on searching for the perfect barstools I found them online. We stopped into the store, because their website made it seem like they had them on the floor. They didn't, which was fine. In working with the salesman, he was very talkative and was more concerned with the move and the why we needed them. (which was completely none of his business). I get he was making small talk, but I had made it clear we just needed to order the stools and get going. Anyway, after a good amount of time we got to the purchase order and the payment. We were paying with credit card - the sales man runs the card - and after several minutes, it timed out. He then went to his manager to see if the charged had went through. He came back saying no, that it would need to be run again. We had questioned him, but he said nope he checked that it didn't go through. So after the second swipe, it went through. We also chose to pay for delivery as we had a busy schedule and it was worth it for us. It was either later that day or the next day I received a call that they had indeed doubled charged the credit card and that I would need to give the card number over the phone in order to get that credit as she said they only had the last 4 digits. I said no I won't give it over the phone due to so many scams that are occurring, I had no way of verifying it was indeed Ashley Furniture. So my ONLY option was making another trip to the store. When I got there, I had asked for some sort of service recovery as I had asked when in store if I was double charged. The manager had nothing but excuses and gave us $20 credit. Then comes the time of delivery. They can only schedule in 4 hour increments so I planned my work schedule around this delivery. One of the stools came damaged - a huge glue stain on the fabric. When telling the delivery man that it was stained, he said he could send a tech. I said no, I was told I could refuse them and just not sign for them, so I am not signing for this. We were able to keep one chair. The delivery man's tone completely changed when I said I wasn't signing for the damaged chair. He took it back and then later I received a call for CS. When she called to reschedule I stated I couldn't change my work schedule again, that I would need a confirmed delivery time, and she said no problem. When they call you to confirm the time just tell them. Well that time came around and the manager Raegan was super unhelpful/unfriendly and rude. She actually hung up on me. I received a call the next day and was again told I couldn't have a set delivery time. I said well this was not my mistake and some sort of CS was going to be needed. Well long story, I went to pick up the chair myself just to get this taken care of and demanded the delivery fee be refunded. Now I am dealing with getting this refunded and have had to call multiple times and then was told that it hadn't been processed. Ashley Furniture has horrible customer service and team members. I will NEVER buy from them again, NOR will I recommend them to anyone. If you don't want a hassle with a purchase, I would choose to go elsewhere!!!!!!! read more

Salesman told us our furniture would take 6 weeks TOPS to be delivered. He continued to say there was no way it would take that long and we could expect it in 2-4 weeks. It's now been about 10 weeks and we still don't have our couch. Then, when you call their customer service line every single time no matter what day or time you call they are experiencing higher than normal call volume and we can't ever get ahold of anyone. We will never recommend this store to anyone! read more

Denny and Victor were phenomenal in helping us look for and select our new mattress. Very superb customer service. Highly recommend them for all your furniture needs! read more

This place is a joke. We bought the warranty for our couch and because we moved and had to take the couch apart because there was no other way to get the couch in our out the door ( keep in mind it was delivered in 2 pieces and they showed us how to take it apart and move it) they voided our warranty we purchased and wouldn't place the piece of crap couch that was built wrong in the first place. I will never reccomend ashley furniture to anyone and I will never be buying anything from them ever again. They have the worst customer service. We waited for 2 months for them to come out and look at our couch and we had to go back in and find out what the verdict was. read more

Ordered a table that was out of stock, paid by credit card. Next day, I had to lay out a good bit of money for a medical reason so I cancelled the order that day. It has been two months and I still have not seen the refund to my credit card. Have called customer service, been to the store ( manager not in but when back she will call me - hasn't called. ) KKeep getting the run around and being told that I have to wait for the money to be released ( how many more months?.). Beware of buying from Ashley if you expect good, fast customer service. read more

I was so happy to support a local business when we needed a new couch for our newly finished room in our basement. The in store purchase went smoothly. We decided to splurge and have it delivered. This turned out to be a poor choice. The delivery men were nice but seemed to have never delivered furniture before (one said he was new and the other said he had worked there for years). They tried to cram the couch down the stairs and in doing so tore a cushion from the back of the couch. They said it wouldn't fit. I asked if removing the doors would help. They said it might and then watched me remove a door and the mechanism on the screen door helping at the end. They then realized that it wouldn't fit because of our railing on our back porch. I said it could be removed. Neither of them did this so I did and they helped at the end. They then decided it was a good idea to remove the railing to the basement stairs as well. They did this. Upon bringing the couch pieces down the stairs they dinged the wall three times, small dings but frustrating since the paint and walls were new. They also knocked out the screen on our new screen door. When I called the store they were short with me, did not apologize and referred me to the insurance company for the delivery service. The woman there was helpful. I had to rehire our painter and have a contractor look at the screen door (the portion w the screen can't be removed) so I had to buy the screen and screen repair tools and do the job myself. After all of this I called the store to explain how frustrating this whole process was and my disappointment that a local store wouldn't have at least reached out to apologize and offer some sort compensation. The manager said there is nothing he could do as the purchase was done and they could make a note in my file so that if we purchase there again in the future we could get some sort of discount (undetermined). I don't think we will be shopping there again. A simple act of apology would have gone a long way in this case. I have never written a negative review before but felt this was necessary to protect others from the frustration. read more

Good in store experience. Very poor after store experience. Ashley would do absolutely nothing to work with me on delivery after paying a large fee for it. They felt that losing the sale was no big deal. They did lose the sale, and i was able to purchase elsewhere with no delivery hassles, set to my schedule. Ashley lost a customer. read more

This is long but trust me, it's worth the read. Buckle up for this ride... It's a good one. Let me start off by saying we paid for delivery and in home set up. With that being said, everything I am about to write came from the installation technician's mouth. One of the brackets that came with the frame had a burr in it from welding. That was a fault right out of production. As your technicians were attempting to screw in the mattress frame, the screws were stripping because of that burr. Now our mattress frame constantly and loudly clanks from the stripped screws when we move on it or get out of bed because the frame is not secured due to stripped screws. One of the screws won't even go all the way in because of that burr. It just sticks up and our box spring has to sit on it causing the mattress to be not level. This isn't even the best part! Ashley Furniture sent us a bracket and a screw in the mail and Ashley expects us to fix this manufacturers defect, on our own! Ashley Furniture also never contacted us on our original delivery date (April 1st) to set up a time frame. So it was bad enough that we had to wait over a month from our purchase date to receive our furniture, they folks also gave faulty furniture and expect your customers to fix it. That is completely unacceptable. I also commented on a Facebook ad for the company and one of their reps asked me to reach out to them in private message to get this resolved. That rep said we would receive a call from their warehouse to get this straightened out. IT HAS BEEN OVER A WEEK WITH NO WORD FROM THEM. This is the 3rd time we've been "promised" a call from the warehouse to straighten everything out. I probably would have let all of this go but given the situation with terrible customer service, empty promises, faulty furniture and paying EXTRA for in home set up only to have to fix it ourselves is ludicrous. This company is a joke and my husband and I should have listened to everyone when they told us NOT to buy from Ashley. Instead, we thought we'd give them the benefit of a doubt and now we look like complete idiots. We learned our lesson. DO. NOT. BUY. FROM. THIS. COMPANY!!!!!!!!! read more

HORRIBLE, HORRIBLE, HORRIBLE customer service!!! : We shopped around a long time until we decided on an Urbanology Wilcot sectional. MID MAY we ordered "V" shape sectional (two loveseat arm rest ends with a corner wedge) from the Eau Claire, Wisconsin store and have YET to receive it. At the time of purchase (where we paid for the sectional and coffee table PLUS expensive warranty's both in total with cash) we were given a delivery date of June 28ish. I did not receive one phone call about our purchase or definitive delivery date the entire time, so two days before delivery I decided to call myself and check on the status. I was told the delivery date was pushed out until mid July due to a back up on orders and was told our sectional was NOT EVEN STARTED YET. I was promised it would be started immediately and should be delivered by mid July. Another week or so later (after yet again receiving no confirmation phone calls) I went back to the store to check on the status of completion to which the manager told me only the wedge section was done and the other two pieces had NOT BEEN STARTED and my delivery date AGAIN would be pushed back. I complained that I had not even received a phone call and had already been pushed back before (also without a phone call) so I was given a 10% refund for my troubles. Well guess what phone call I finally received today - the last loveseat of my sectional HAS NOT BEEN STARTED and my delivery date will now be at the end of July - IF THEY CAN GET IT FINISHED. I said, "Are you kidding me?!?" and the customer service agent laughingly told me, "Nope! You can call your local store and cancel your order if you like!" HORRIBLE HORRIBLE HORRIBLE customer service!!! To top it all off, I am a RETURNING customer having purchased a Durablend Millennium oversized sectional from Albertville, MN a few years back. It has to be replaced because the Durablend leather has flaked off of the entire sofa - which I was told is a common problem! So thousands of dollars spent at this store and THIS is how we are treated! I will NEVER return to ANY Ashley Furniture Home Store!!!! read more

Purchased a mattress set and had to wait 2 1/2 wks for delivery (beware they are showroom only). I have now had the mattress for less that 2 weeks and I HATE IT! Contacted them last week and now this week to see about exhange or refund and guess what- they don't offer refunds "once they are in your posession." Seriously! It's a mattress how will I know for sure if I like it until I actually sleep on it. Never buying from Ashley again. read more

Buying from Ashley has turned out to be a nightmare! The furniture I received was NOT what I sat on in the store, and they refuse to stand behind it. They will not take it back and have been impossible to work with. I will not even consider buying anything else from Ashley Furniture. I have never been treated so rude, ever! read more