About a year ago I purchased $10,000 worth of living room and dining room furniture. We initially had an issue with the coffee table with a raised lid- we were reassured that it would be durable, but with two kiddos, the mechanism did not last very long. Unfortunately, Ashely had us take photos and due to Covid-19, we were sent screws (the wrong ones) and told to fix it ourselves. Shortly thereafter, our chair broke. We took photos as instructed and once we received the replacement parts we called for service in our home as instructed. When the scheduled repair was a no-show, I called customer service who indicated I need to call and schedule a repair when the replacement parts arrived to my home. I felt like I was in the Twilight Zone. I said I did just that and the scheduled repair was a no-show. My husband emailed customer service with a complaint and we received a number to call to expedite scheduling repairs. After 60 minutes on hold, my call dropped. I contacted Lauren, the Guest Response Team Specialist, who indicated that I needed to call back the number I gave. Thanks for nothing. This has been a profoundly frustrating and disappointing experience. Never again, Ashley Home Store. read more

Customer service was okay but the quality of this product is terrible. Leather sectional I bought November 2013 is completely peeling apart. I called Ashley and they told me ALL of their furniture only has a 1 year warranty and if you don't have a protection plan, there's nothing you can do. STAY AWAY from Ashley. It's all facade. I'm was told in the store that my couch leather had a 10-year warranty for the leather itself. It doesn't. Buyer beware. Advising you all to please stay away from Ashley. read more

Horrible customer service. Messed up order, delivery date and then delivery time and only brought half of order. Zero communication to us. There are plenty of other furniture places in the Chicagoland area. Don't waste your tine and energy with Ashley. read more

Not thrilled with this place. The salesman was extremely bland and every time I asked a question I got a long uhhhhhhhh. Why follow me around the store to then respond to my every question with uhhhhhhhh. Either educate yourself on the merchandise, or quit. I expected way more from this place... I was not impressed. read more

So I went to Ashley on 8/30 this year and placed an order for delivery, the service was great and they estimated to deliver on 10/27. It is now 11/28 and no one ever called us to update on the status. We tried to call the store 847-470-2580 but it always went to automatic response and no one ever picked up the phone. Im so disappointed on the service. I dont know when I would receive the merchandises and if there is any complimentary service they would do to make up for one month delay. Its really a shame on the service. read more

My wife and I had a fantastic experience working with Hedita Music at the Ashley Furniture store in Niles, IL. She was extremely helpful and personable. She only showed us furniture that would fit down our very tight basement stairs, showed us pieces at many price points and knew exactly where to find everything in their extensive selection. Overall, they had a huge selection and their prices were very competitive. read more

Mitchell was my salesperson when I visited this store over the weekend. He was very professional, helpful, patient and thorough. I am very happy with my purchases, and can't wait for them to be delivered! read more

Warning, do not order on line and believe what they tell you for delivery. I ordered a dresser and on line it confirmed that it would be delivered the following Sunday. On Saturday, when contacted they said they could not deliver until the following Tuesday, yet I had an email stating Sunday. I asked if they could deliver after 5p.m. as the reason I purchase was the delivery date of Sunday and they said they could only give me a four hour window, could not even verify if they deliver after 5 p.m. Said they called both stores near me and neither could accommodate me yet when I purchased on line, I had it delegated from one of those stores. Their on line does not coordinate with their local stores. What a farce - bad customer service. Will never purchase from Ashley again and had the order cancelled. read more

I hate to give the store 2 stars for a delivery issue but it's happened twice. So i bought a mattress, headboard, footboard, sofa, loveseat, lamps, 3 glass tables a dresser, rug and some accessories. They all came on different days and my tables still haven't been delivered (backordered for about 2 months). The sales woman and the store wasn't the issue but it was the delivery company they use. After talking to a online chat representative on the Ashley Furniture website, I was told that every Ashley furniture is independently owned and if you didn't buy the furniture online you have to contact the store for any information. Anyways first time I got my bedset, mattress and couches, I had 2 delivery guys that complained about their pay (didn't bother me) but they told me that they work from a 3rd party company not directly from Ashley (again didn't really bug me but weird for a big store like this). I bought furniture to be delivered to Wisconsin because I received a new job offer there and was moving and they only delivered on Wednesday so I had to take some hours off work for them to come setup. The first delivery where the guys rushed everything in and already had my dresser prebuilt with just a big cloth over it thinking it'd protect it, well it didn't. Many parts of the wood were chipped off and scuffed the mirror had a big scratch but on top of that I bought a new mattress that was in the plastic but it somehow had a green stain on it. I contacted Ashleys customer service and they said they'd have someone come and take a look at it, the guy came about a week later and also said that it wasn't repairable and he was going to put an order for a new mattress, for the drawers that were scuffed on my dresser and replace the mirror (great). About a week or 2 later on a Wednesday again, had 2 new delivery guys come in but from the same company. Mattress and dresser pieces were fine this time but they were speaking really unprofessionally, talking about how I lived near a college campus and if they were me, they'd hook up with a bunch of girls around campus and smash their (wont say the exact word but refers to somewhere on the female body). As they were going on and brought my furniture in, instead of asking me to put my sheets somewhere to the side, the delivery guy threw everything onto the floor and threw the new mattress onto the foundation. Initially thought it was fine but then I looked at the end of my footboard and a piece of wood chipped off from there. Don't know if the wood is just super cheap or what but the delivery guys I've had so far just are in a rush to get everything done, get a signature on their iPad and leave. My tables come in around March 23rd (order was placed in January and almost 2 months waiting now for them) which also again is a Wednesday. I'm hoping waiting this long, contacting the store about the delivery service and it being my 3rd delivery for furniture things go a bit better. If it does I'll change the review. It's one thing if I bought this stuff used but everything new, I don't think anyone is a fan of spending thousands of dollars on new furniture and it being scuffed, even if it's a little, might be a different story if it was just a couple hundred bucks or something cheap. BE CAUTIOUS WHEN SHOPPING HERE!! The staff honestly is awesome at the store but the delivery service they use, well at least for deliveries to people in other states is pretty bad. Good Luck and happy furniture shopping! read more

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If I can give them a negative 5 stars I would. There is a reason why this store/company has such bad reviews. The customer service is the worst!!!!! From the sales rep(Sarah) to the customer service rep(Ashley). I would never ever buy anything from them again. Please please please shop anywhere else! read more

I don't have a lot of bad things to say about this place. We bought a couch, a loveseat, and chair with ottoman, and a bedframe. The saleswoman, Tabby, was really nice and helped us with the price and the package. They had this couch set in a 15 piece package on sale for $1800 or so. We didn't want all the added stuff (coffee table, lamps, etc etc) so we had them add the chair and ottoman (along with the couch and loveseat) and rounded out the price to $2000. She even gave us a free warranty. It took them a couple of weeks to get everything together and delivered, but that was understandable, since we bought all that stuff. The only thing I didn't like was their phone system. The saleswoman warned us that they would be calling and she stressed that we answer the call. I answered the first one while at work and it was a computer confirming our address etc. However, the computer called us a SECOND time to give us the time window. I screen all of my calls because I get a lot of spam calls and it was just a real annoyance to have to worry about whether the call was spam or Ashley. But the delivery team was AMAZING. They brought everything in for me and even helped to put the mattress back on the bed frame. They were so nice and accommodating. I would recommend Ashley to everyone who needs new furniture. read more

I always buy from Anna..she is the best!! Also the delivery department has a great customer service!

I bought a leather reclining sofa set in 2012. The recliner machine would break every 2 monthes until i stopped calling. They came out about 5 times. To this day only one of the 4 seats work. Then after about a year ago the leather started to crack and now the whole leather is pretty much gone. I was told it was bonded leather. So it other words fake leather. I bought a table set less then a year ago. It started having bubbles on the wood and some fading in some areas. Im now trying to get it fixed by the warranty. Ive been a customer for a while and now i will not shop there ever again. So many times ive been on hold in the past. Took off so thry can repair it. To everyone looking to buy furniture ashley furniture is NOT THE ANSWER!!!!! read more

This place was great to me. Fadi Abraham showed me so many different couches and then once I chose one he worked with me to choose an accent chair. I asked for two day delivery and it came right when expected. Friday at 4:00. I am very happy with my new set! read more

Ashley Store - My sectional with a cuddler at the end. - Furniture Stores Near Me - Niles, Illinois

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A day before delivery and they can't provide a Certificate of Insurance as required by my building. I explicitly stated this at time of purchase. I guess they would rather lose the sale and a customer than provide the document. They will say anything to sell you something. read more

I bought all my furniture from there. I was suppost to get by March 24. And a bed set by 5 5 2021, because I'm moving by the 12. I call delivery and my delivery date is 5 5 2021 for everything!! I been calling the store, no one answers. Now I got to sleep and sit on the floor from 3 12 2021 until 5 5 2021. Please dont buy anything from that furniture store. They promise and dont deliver on their word. read more

Really bad customer care when you're missing stuff, cant understand what the operator is saying, neither she can understand English.

So for now 5 stars!!! My mother & I went in there and aside from not being greeted upon entry it didn't take long to be acknowledged and helped. Our sales associate was a sweet girl named Mayasa. We were shopping for mattresses. My mother had two in mind, along with a sales paper of the two & there prices. Long story short we found one in her price range. Mayasa went to get some instructions from her manager on how to process my mothers 20% off coupon. She came back with a better deal on a better mattress for dang near the same price as the one we had picked out already. Applied for the Ashley Card, got denied. But got approved for the no credit check option. Now we wait for delivery! Overall:: We received great quick service, our associate was friendly and patient, the women during the credit account TaShay was really nice too & patient as well. We got a $600 mattress set for $430!!! I will update when delivery is well delivered.... Lol read more

My husband and I had just gotten married and we needed to turn his bachelor pad into a home. I knew Ashley furniture was great, but this was the closest one to the city. When I saw that rating I said there was no way I was going there, but after countless hours of searching fancy furniture stores in the city, I broke down and next thing you know my husband and I were on our way to Niles. Nervous at first, but I swear that day we hit the jackpot with MARTIN ESPARZA! Ladies & gentleman only go to this location and ask for MARTIN ESPARZA! He is the the savior for this location. He's not just about selling your furniture, he's about selling your vision. I worked with him for about three hours and we had every room in my house sketched and stage. Martin even moved furniture around the store just so I could see how it would look together! Talk about going above and beyond! His attitude is warm and friendly, and he truly works 100% for you! He has dedication and drive, he's not pushy at all like at other furniture stores! This man drives an hour and half to work every day and gets there 30 minutes early just to be prepared for the day! That's what kind of guy you want to work with. He not only checked in on us after we brought our furniture, but he also called the day before as well. I wish I could buy more furniture to just shop with him again! He has a warm and friendly attitude, he shows excitement and drive for what he does. He is also 100% about giving you the best customer service possible. So have no fear when MARTIN is there, you are in good hands at Ashley! Go MARTIN ESPARZA! read more

We had such a good experience with Ashley Furniture Store. Violet helped us in the store and after. She is amazing. She's a huge asset for Ashley furniture and if all sales reps are like her, nobody can hold Ashley furniture back to be on top of all its rivals! So, customer service is good. Products have good quality as well. We have couch and coffee table set and they are all better than my expectation. We are happy with our purchase. We will definitely make out furniture purchases from Ashley again in the future. read more

Don't bother. lie about delivery, delivery guys unprofessional, calls go unanswered, phone disconnects when talking to people, won't let you talk to a manager and sales people that won't call you back after they got your money. read more

If I had known how inconvenient their delivery/assembly service would be I would not have ordered from Ashley. Now almost a month past my initial order of a new 3 piece bedroom set I still have no furniture. The routing and dispatch center assigns you a 3-hour window on the date of your choice. You cannot pick your 3-hour window. So I got stuck with a 7:30 to 10:30 on a Saturday night. That's not even normal business hours. What if I had kids sleeping? Anyways so I rearrange my whole schedule to accommodate this weird time. And the delivery guy showed up two hours early. When I told him that he should wait there until 7:30, because I was not home, he said "yeah if you want to do us like that." As if I was doing it on purpose to inconvenience him. I offered him to start assembling my furniture in the truck or in the driveway so that once I got home all they would have to do is bring it in. he said "I'm going to open up everything and inspected for damage is first if I find anything I'll let you know." I told my husband that I think they're going to damage the furniture on purpose so that they don't have to wait two hours for us to get there. Low and behold, every single one of the 3 pieces of furniture had some kind of damage to it. He told me I could accept it and deal with a long hard process of getting it repaired or they could take it away and I could reschedule. Ashley furniture is losing out on their bottom line because now they have to dispatch another crew as well as three pieces of furniture to accommodate my order when they could have just spent a little bit more money and time making their delivery process more customer friendly. Not to mention hiring people who actually give a crap about their job. Furthermore when I call the dispatch center, I started off by saying "I had a delivery scheduled today at 6:30..." she cut me off me immediately commenting "you mean this evening?" I just felt like that was a rude way to correct a customer who was already upset about the state of affairs. So now I had to reschedule my furniture delivery for 2 weeks out and again will be assigned a random time frame. We will see how that delivery/assembly plays out I'm already shopping around for a new bedroom set in the event that I cancel this order completely, get my money back & order from Wayfair. Which I'm am seriously inclined to do. read more

Phenomenal service from entire crew!! I arrived first thing that morning and was treated very well. My salesman was Dennis who went above & beyond helping me furnish my new home. Delivery was prompt & all items arrived in excellent condition. Can't wait to shop with them again. read more

This was the worst experience I've ever had. I bought a new house and needed furniture for every room. The sales associate was decent, but the service thereafter was horrible. After receiving only a mattress once I moved in, I got the bed a week later. Then came the dresser and chest, both of which were damaged. The sofas I ordered were delayed 8 times and I was given a final delivery date of January 2022...the problem is I ordered the furniture in June of 2021. I canceled the order I'm late October and have been waiting for a $3,000 refund but I can't get that because they don't answer the phone any of the times I've called. Now I have to drive 75 miles to the store that sold me the items to talk to them in person. I guarantee I will NEVER do business with or recommend Ashley to anyone. This is ridiculous. I ended up going to the room place and ordered the same couches and more furniture and received them in one month. read more

Terrible customer service. I confirmed the delivery day one day before, spent the whole Saturday waiting the delivery guy and he never showed up. They didn't even call/text/email me saying the delivery was rescheduled. I called corporate three times, each time I received a different excuse, and they kept telling me to call the store. I called the store several times, I tried to speak to the manager "Terese", she never called me back (it was so frustrating). Not even "I am sorry" I heard. I feel like things like that happen everyday in that store (I CAN'T BELIEVE THEY ARE STILL IN BUSINESS). I lost my whole Saturday waiting for the delivery guy, calling corporate and store... and my son's birthday cake will be on the floor tomorrow because I don't have a table. If you can, avoid that store. Be aware, you are alone, and the manager will ignore you. Shame on you, Ashely. read more

We had done some research when we walked into the Ashley Store in our area. We knew what we wanted, and walked up to the sales person and put our order in. After purchasing a dining room set with extra chairs, along with delivery (white glove service as they call it) and the protection plan for 5 years, we were told it could take up to 3 months for delivery. We accepted this timeline and left the store. 3 weeks later, we get a call letting us know that we are on the list for delivery that week. After showing up late, they proceeded to bring in the furniture and set it up, when they realized that they didn't have the legs for the table. The delivery people told us they were going to go back to get the legs and come back the same day. There was a table top laying on the floor in my dining room, and 6 chairs that were not level. They wobbled pretty bad. They never came back that night, didn't call...NO COMMUNICATION! The next day, I expected their call and got nothing, so I called them and opened a ticket. Again, they claimed they would call us back, but never did. Next day, still with a table top on my dining room floor, along with 6 wobbly chairs, they said they couldn't find the legs, and they would be back in 5 days to pick up the table. FIVE DAYS with a table top on my floor! They said they might have another table in 4 months for us. We asked them to take the chairs back along with the table, but they said if they took the chairs, they can't guarantee that we would get the chairs at the same time as the table. This is ridiculous! So we go back to the store where we bought it and asked the manager if he could do anything to help us with this situation. He called the warehouse and told us basically what they told us and apologized. Didn't offer us anything for our inconvenience... just said, I'm sorry. So we are still waiting almost a week with a crappy table top laying on our floor, with no legs, and 6 wobbly chairs. I will not support Ashley or Mathis Brother again. They should've made this right, and they didn't even care that they screwed us over! read more

Do not purchase!!!!!delivery has been changed multiple times. You can't get no one on the phone at the store, and there customer service is a joke. I have never been able to speak with a person. I will NEVER spend money here again. read more

I will never do Business with them again. Ordered a Sofa back in Feb. was told I would have it March 30th did not happen. I got a confirmation that it would be delivered today so I took off work , hired someone to remove my old sectional just to be told that it was not coming again and it would be another 11 to 12 weeks !!!!! Everyone I spoke to had a different story about my order. Never again will I spend my money on them, I have now lost money because of Ashley. read more

I went to the store today (Niles branch by Four Flags) and headed to customer service desk to cancel the protection plan on the furnitures I ordered which hasn't been delivered yet. I waited patiently while the lady talking to a customer on speakerphone??? Anyways I told her what I came for and she asked the reason for cancelling... I said I think it's expensive and that I don't need it since I have no small kids at home... she arrogantly answered " well it's NOT a very good reason but it's your decision " Damn right it's my decision! Then I said nicely I believe in Ashley furniture, they will last long... she then said " well .. cross your fingers" I was shocked !!! Then I said I could buy another piece of furniture instead of buying protection plan , which she answered with a shrug "it's up to you"... This horrible woman representing your company is the wrong person behind that desk. She doesn't not promote your business as she should and make the customer's experience go down the drain in your store. Instead of looking for a dresser I walked out right away after transaction was done.. Too bad I didn't get her name coz I was so upset... Please TRAIN her to have proper communication with customers... and I hope that if I ever call your store I won't be on speakerphone for everyone to hear my business. Also please practice what you preach... masking inside the store... this lady wasn't masked . read more

I see I am not alone on this. I ordered 2 chairs in November. They arrived in mid February. I understand the delay considering our current circumstances. When my order arrived, one item came outside of the package and looked dirty, the other had a piece missing. Even the delivery staff documented these chairs weren't in proper condition. I went in to Ashley Furniture, and the manager said he couldn't help me and I had to call Corporate. So I did. Corporate told me the manager could help me, so I had to be the one to facilitate communication for them! Corporate agreed to exchange the chairs for new ones, but the manager's system wouldn't allow him to do so until the next day. He promised to take care of it and call me with the difference, and he did not. I took time to go to the store and he is not there. I've left 3 messages and the manager has not called me back. I am in my 40s and this is by far the worst experience I have ever had working with another company. read more

We went in there to look for a new bedroom set. The sales associates were very pushy and wouldn't give us any space I had to ask if we could walk around by ourselves. They gave us misleading prices and wouldn't honor the discounts they offered us when we first came in. read more

I like this store. I bought most of my furniture from this store, they have the best quality ( north shore) and very reasonable prices. I had big discounts because of Memorial Day. They delivered everything on Sunday on my day off. After the delivery they sent me a technician guy for final touch up. Everyone was great, especially the sales man. His name is Talal and the manager I think his name is Sam. I highly recommend this store. read more

I purchased a $1500. Leather reclining sofa & after 6 months the stiching broke. It took a month to get someone to come & fix it. Right after that the seat cushion ripped in the back. Another month for someone to come. Now a year & a half later the seat springs are shot. I will never buy anything from them again!!! Poor quality & service!!! Do not deserve any stars!!!!!! read more

Been dealing with Willie Barton out of the Sarasota FL store. He is the perfect salesperson! Knowledgeable, patient, not pushy at all. We keep going back for more ! Thank you Willie! read more

this is soo exhausting when all you want is furniture for a home you just moved into. ordered/paid for furniture 06/16/20. we got 2 rectangular end tables, 2 reclining sofas, XL tv stand, large tv stand, 3 piece end tables and coffee table, recling loveseat and regular sofa....plus of course the worthless warranty and delivery charge. . was told then that, because of covid, the delayed delivery dates for the bulk of the furniture would be around 07/07/20. we received large tv stand, 2 end tables and 3 set tables plus incorrect love seat 07/10/20. i declined the wrong reclining loveseat. i had to call back to get correct loveseat delivered 07/18/20. other furniture was delayed. first delayed to 08/01/20. then 08/17/20, then 08/25/20, then 08/31/20, then 09/07/20, then 09/11/20, then 09/18/20...received some furniture on 09/19/20 (xl tv stand, regular sofa and 1 reclining sofa)...all 3 pieces received are broken in need of repair (1 of those pieces that is broken sat in their warehouse for almost 2 months because they did not want to deliver it separately and made us wait). still have not received last piece, reclining couch, as of today 09/24/20. we have called and tried to speak to general manager. we have left messages and he is never there working or returns phone calls. we have multiple emails with the "executive team" . they wanted to give us a $100 gift card to be used at Ashley furniture. they want us to put in a repair claim for the brand new furniture we finally received on 09/19/20. they can't repair it. so we would have to wait another 3 or more months for replacement furniture that may still be damaged then. we have disputed our credit card (yesterday 09/23/20) and lodged complaint with BBB (this morning 09/24/20) as we are trying to get someone to give us a call who can actually make a decision because all we keep getting is the run around. on 07/18/20, when correct loveseat was delivered, the delivery guys brought broken pieces of glass into our home that we had to pick up before our grandkids stepped on a piece.. on 9/19/20, the delivery guys tracked dog poop onto our carpet in our basement that we have to get professionally cleaned. the desired outcome is for them to come pick up the broken pieces plus the other pieces and give us a full refund. we will never shop at Ashley furniture again and do not recommend them to anyone. Facebook: Ashley Furniture Complaints/Issues Advocacy And Resources read more

The wrong chair was delivered for the second time. Is it honestly that hard for you guys? I'm so sick of hearing about the pandemic. Delivering the wrong furniture has nothing to do with the pandemic. I order a dining table from a different store because I refuse to purchase anything else at Ashley. The 9 piece dining set was delivered and set up 3 days after purchasing it. I had custom made furniture I purchased after ordering my furniture at Ashley and that was even delivered 4 months ago! read more

The furniture is very nice but the service after the sale is awful. I tried for 2 days to reach them via the phone number on my invoice and the 877 number they gave me. I left my phone on the countertop for hours but they never answered. Finally I took off work early to go to the store where the customer service representative argued with me and said they always answer. Absolutely terrible customer service after your purchase. read more

Terrible experience. I was willing to overlook the fact that they delivered my furniture several hours late, and that some of my pieces initially came damaged, because they did deliver intact versions a week or so later. I was also okay with them not delivering all the right materials to assemble my bed when it came, because I thought they'd quickly get back to me to get them to me. But I've never had a worse time with a company when it comes to getting a hold of someone to fix my problems. I am not exaggerating when I say that I have called their store 30 or 40 times. About three of those times, someone has picked up and promised to "get right back to me" but they never do, and the next time I call the same thing happens. It's been three weeks, and I still don't have all the materials I need for my bed. (I'm on hold as I'm typing this review.) I don't see myself purchasing anything from Ashley in the future. read more

We had horrible customer service. We went back to return something and our previous salesperson wouldn't even look at us because we came back for a return. Then when his boss made him help us he didn't even say more then 3 words. They were very rude. We will not be back. read more

Crappy service. The delivery men suck and are very lazy. This outfit is not really customer friendly. They operate like sharks chasing a meal at times. Don't waste your time here. read more