Ashley Home Store has a great selection. The store is very helpful. But their customer service is the worse that I have dealt with in 40 years. When you call customer service be prepared to be on hold a mininum of 35 minutes. I have contact their customer service at least 4 to 6 times in the last 12 months and have been on hold for at least 35 minutes or more and than the customer service rep does not even have my appt. Also received two lamps in the mail from UPS that we ordered from the Ashley store that both times the boxes were smashed in. Actually had to return and have them deliver directly to the store where we had to go pick it up. Also when our mattress was delivered and the delivery guy was taking off the plastic with a utility knife he slit my mattress when I brought this to his attention he said "oh that's not to bad". Regardless of their great selection I will never ever buy from Ashley again. read more

My husband and I ordered the Porter California King bed.. It was to be delivered this morning. The delivery team called stating they were at the end of the driveway and had some concerns about the length and width of our driveway as we live in the country. I reassured the delivery team that we had recently had appliances delivered by semi truck that made it through the driveway just fine and there was a large turn around in the driveway as well. The delivery team stated they would see what they could do and would let me know. a few moments later I saw the Ashley furniture truck going down the highway, I tried to assume the best and that they were just going up the road to turn around and maybe it would be easier for them to turn the truck from that direction, but the Ashley furniture truck never returned. I tried to call the number back that they called me on and it would ring once and go to voicemail. I left a voicemail and called back a couple more times with no returned call. My husband and I then called the Ashley Furniture store in Rockford, IL that we had ordered the bed from and they stated that they could do nothing but email the distribution center because they are not allowed to contact the deliver drivers because they are third party. I told the manager at the store that delivery team called stating they were "Ashley Furniture" and drove an Ashley truck, he stated that they were not employed by Ashley. The store manager had not sense of urgency to deal with our problem and he also said the likelihood of us getting our bed today was slim to none. I again stated that this was unacceptable and that had the delivery team bothered to call back with any concerns my husband would have taken his truck down to the end of the driveway and picked up the bed. The manger stated he understood but all he could do was email. We were not offered to talk the distribution center or the delivery teams management. We have a mattress arriving and now have no bed to put it in. The only resolution they offered us was a refund, which I took. We will never buy another piece of furniture from Ashley and we will be sure to let others know how little drive they have to please their customers. All of this could've been resolved if the delivery team had simply called back instead of just taking off. My husband and I took the day off of work to be sure we were available for the delivery of the new bed. We are extremely disappointed and will never be shopping Ashley again. read more

The absolute worst customer service i have dealt with in my entire life. Their phone number that ends in 8600 is worthless. You will get three options. Which will do absolutely nothing for you. You can not leave a message and no one will answer the phone. After trying to explain this to customer service for nearly two hours i got no where.They would just keep transferring me to the 8600 number or they would hang up on me which happened three to for times.Their customer service told me they could not connect me directly to the store. My delivery address was wrong so i could not confirm that it was correct on the text message. Their customer service told me i would have to drive to the store i bought my furniture from to have it corrected and they could do it for me or connect me to the store. Even the stores web site, my paper work for the sale and my salesman card had the same worthless 8600 number on it. Unbelievable i know but true! Read the negative reviews they are correct. And apparently nothing their has changed in years! read more

Home delivery requirement is a total rip off. Customer service reps are totally useless.

I love the freedom the sales people give you during shop. They DON'T walk around hounding the customer for a sale. I went in for a sofa and Trevor was a great salesperson. He explained different materials and gave me plenty of options to choose from. Trevor was patient and very thorough. He went out of his way to answer questions. I would definitely recommend him. I really like Ashley manager's special packages. Delivery was fast and on time. Thanks again for putting the customer's needs 1st. read more

Customer service is okay. But they don't know their products. I went in looking for a panel bed they said the didn't sell any of those they brought me to the $2000 ones and I said no I just need a panel bed a bed that doesn't need a box spring and the lady insisted they didn't have any. She was new and My brother was complaining that he wanted to leave and she was incredibly rude telling him to shut up and she was probably joking or trying to be funny, but it was incredibly unprofessional and immature. So I go back the next day a different sales person she shows me the panel beds that don't need a box spring, I purchased a couch and a bed frame the delivery came today and they ripped the couch. Said they're sending someone to fix it but I haven't received anything in it, the bed frame does need a box spring so clearly the sales people don't know their products. I will never purchase an Ashley product again and I am seriously considering returning the two items I did buy because this is really frustrating. read more

Furniture quality is OK, but this was by far the worst delivery experience I've ever had. I received numerous text messages going through the process of verifying and confirming the delivery date and delivery window for my chair (which was fine). But on the day of delivery, they called three hours before the delivery window and said they were 30 minutes away! I barely made it home from work to meet them. Look, folks, if you're going to make me organize MY life so precisely, then YOU need to be precise, too. Next: I have a semicircular (U-shaped) driveway, and the delivery personnel attempted to back their truck into one end instead of just driving forward through the driveway. As a result, they drove across my lawn in 4 different locations. Next, they stood in the open door of the truck, unwrapped the chair from its shipping box, and in doing so, sprayed thousands of small bits of white Styrofoam all over my driveway, my lawn, and then my neighborhood. The chair itself was covered with hundreds of bits of Styrofoam, but they carried it into my house, set it down, and basically said, "Well, there you go. Bye." They drove off, leaving me with a lot of vacuuming, raking and cleaning up to do. I am DONE with businesses that are operated like this. Ashley HomeStore, you just got my last dollars, ever. read more

Terrible customer service! Bought a new home and was shopping for new furniture for most of the house. No one offered any assistance for 15 minutes while looking around and the salespeople were just standing around. I would not recommend shopping at this store. read more

I had to give a star in order to write a review. However if I had the option to give 0 stars I would. My experience was horrible. I purchased living room furniture w/ a 5 year protection plan added. The delivery date for my purchases were changed 5 times before I finally had enough and went in for a full refund. I received phone calls every week with a new excuse as to why my delivery date was being pushed back over and over. After a month went by after my 1st "mishap" with delivery I was promised my furniture would be in my home before Christmas . I got a delivery confirmation call 2 days before Christmas (finally) and the next day they called to say it was pushed back again. That there was no way my furniture would be here before the holiday. Not to mention the woman on the phone was incredibly rude about it. This was now the 5th "setback" and I was so frustrated at this point I decided to call the store manager to get this straightened out. I was told the managers were both busy and left my number for a call back after explaining the issue. Hours went by with no call back. Customer service is obviously not important with this place so I figured why spend my money here. I went in before they closed to get a full refund of my purchase. And wouldn't you know it, there was maybe 1 other customer in the store while the manager was just standing in the middle of the store talking with the sales associates. Obviously "too busy" to call back customers and explain where their purchases were. I wouldn't recommend this place to anyone. The only positive thing about my experience was that my sales person Cara was great. read more

I have never written a poor review, ever. But today will be the day that I start. I have never witnessed worse customer service. We purchased a couch from Ashley's Furniture. Never got the couch and will NEVER purchase from this establishment again. Now, what was the issue? Delivery. We had to schedule the delivery a week out from our purchase date, because they only delivered to our area on Friday's. Fair. We live out in Lake Summerset, a little off-the-beaten-path, you could say. So the delivery day comes around and the truck makes it all the way to the gate, but they don't have a weight slip for the truck, and our gated community would not let them in. They told them that a weighing station is about 10 minutes down the road, and it would be a quick solution. They said "We don't have time." All this time, I never got a call that there was trouble, I had to call them to find out my couch was on its way back to the warehouse. Alright, so we reschedule to the next Friday and make it VERY clear that the driver will need a weight slip with them. I call on the morning of the rescheduled delivery to verify they have the weight slip. "They didn't bring one with them, you're gonna have to reschedule." At this point, I've reached my wits end and tell them that they need to get the weight sheet faxed to my gated community, and deliver my couch today or get me a refund. I'm told they will email the head of the warehouse and do that. Shortly after I receive a voicemail stating that they did not "just forget the weight slip," they sent the couch out on a truck that they "can't provide a weight slip for," because it's too big. As promised, since they didn't get my couch scheduled and made it clear to me that they didn't really care, I asked for a refund. Currently waiting for our refund to return to our bank, while our living room sits empty, since we don't really have the money to buy another couch while we have over $1,200 put into a couch we HAVENT RECEIVED. read more

Love my new furniture! Was so impressed with the delivery service. They called and came within their timeframe. Than the delivery men called to tell me they would be here in 10-15 minutes. The delivery men were so professional! They were so careful with the new furniture and even took the time to make sure that I was happy with where they put the furniture! Ashley has the best delivery service that I have ever encountered. Thank you Ashley! read more

Buying our king mattress from Ashley has been nothing but a horrible experience. First, our bed squeaked every time we moved in the night and got in and out of bed. They sent a technician to come look at it. This technician was from a third party. He told us that our metal bed frame and box springs were mismatched. One side of the bed frame is longer than the other. The box springs were two different colors. So he blamed the squeaking on the metal bed frame. His fix, duct tape to prevent the metal from rubbing together. Bed still squeaked on the side. His fix, flip the box spring. That night, the squeak was no longer on the outside of the bed. It was in the middle due to the box spring being flipped!! Another phone call to costumer service and they said they would exchange our box springs. The delivery guy came in and was very friendly. Maybe a little too friendly. He proceeded to ask my fiancé questions like, "Do you work on the weekends? Do you work from home? How many kids do you have? Boys or girls?" We found this all very unsettling. When my husband called to find out what their policies are on costumer/ deliver conversation, they hung up on him. read more

Would be 0 stars if I could. I moved and I needed some new furniture. I bought a temperpedic mattress and that I will give 0 stars also. I am not able to sleep on it. It is hard as a rock. I wake up every morning with a headache. When the guys set in up in my bedroom they got grease all over my carpet and did not say a thing about it. I called Ashley as soon as they left cause they didn't leave half the stuff I ordered which was a lot. They did have my sectional with them and it was left right in the middle of my living room not even set up. I could of understood it I would have been bitching at them but I was not saying a word at this point. The movers were here and they helped me to get it where I wanted it. I also bought a lot of accessories and they said it was no problem that they would bring it on the truck. Well, I get a phone call one day saying I needed to pick them up. I was really upset at this time. I brought them in a lot of income for that day and If it was me I would of put the stuff in my car and deliver it personally to them. They had to set up another date that they would be bringing my lamps and tables. They added another delivery charge. When they brought the lamps in they were left in the box. So I had to put them together myself. I could go on and on and on. The people who work there are very very rude and they stated i never reported the spot on my carpet. I wanted to bring back a lamp that I did not need in that was still in the box and they said what you buy is yours and our stuff can never come back through the doors.. I was also told I had a 96 day trial on the mattress. That was a bunch of crock. Avoid them like the plague. They are terrible terrible people. I said to them now I know why my car is the only one in the parking lot. All was bought on Sept 2 2015 read more

Drew, our sales person was great and went above and beyond for Customer Service. Management and store policies leave a lot to be desired. The Manager, Adrianna, was not accommodating, would not wrap our furniture (chair) to protect it until it was picked up. This was the last model that was sold off the floor, so naturally would not have original packaging. So, Drew, actually took it upon himself to wrap it for us to protect it until pickup. Thank you Drew! When purchasing anything from this store, you have to sign your life away to cover the store for liability that would normally be accepted at most other furniture stores. As for picking up the furniture, the hours of pick-up are not accommodating for those working full time jobs. I think it's time for Ashley to rethink their store policies and to take lessons from excellent Ashley sale people, like Drew, on what it means to service your customers. read more

So. Myself and my family just moved to Rockford from Iowa, and we decided to leave most of our furniture back in our home town in order to redecorate our new home. We decided to start off our hunt for Rockford's finest furniture at the Rockford's Ashley HomeStore. When we arrived we were greeted at the door by a young looking homosexual (don't get us wrong, we love the gays but this one rubbed us the wrong way- no pun intended...) named Drew who pleasantly welcomed us and asked us what he could do for us. Throughout our visit, as we would tour around the store, I kept catching this employee eyeing my husband's crotch but thought nothing of it at the time. Honestly, it was a pleasant experience up until the final farewell when Drew shook both of our hands and I caught a earthly whiff of something I have only ever smelled off of my 17 year old daughter, and it suddenly occurred to me why he was laughing at all of my husband's cringworthy jokes. As we tried to leave the store, without buying anything, this employee kept berating my husband with some business card that he was trying to give out to I assume every individual who walks through the doors. (I get it... you're trying to make a name for yourself, however; I felt that this was not the time nor place for it.) Overall, would we come back...no...but I would strongly encourage Ashley's to train more employees to be as friendly- perhaps not as aromatic- but friendly as Drew! read more

I purchased a living room set costing thousands and a very expensive warranty. Within 3 months of having the furniture the couch and the love seat seams began coming apart! I called and Ashley Furniture made many appointments to come see the furniture and always cancelled. They apologized by saying they used a third party to handle these issues and were in the process of transferring to a new third party. I called and called for 6 months and appts. were all no shows. I moved from rockfor to southern wisconsin and they finally showed up. They then told me the furniture was damaged in the move and they would not do anything! I had been calling for 7 months before I moved, I showed proof of this. I made a complaint with the bbb an nothing was ever done. I had to take $3,000 in furniture to the dump after only having it for 9 months. Because once the seams started to come apart every time you would sit down they would rip! NEVER BUY ANYTHING FROM THEM!!!!! read more

Purchased $8000.00 in furniture in September. Paid in full at the time of purchase. It's December and I still don't have everything I bought. I was called the night before my delivery confirming all pieces. The next day an entire bedroom set came with NO mattress or dress mirror assembly. No one knew what happened to it. The delivery service took gouges out of my bedroom drywall / paint and never told us but covered it up with the furniture. Took another week + to get the mattress. Mirror set for the dresser was missing all the hardware to assemble. Still waiting even though I was assured it would come when the mattress was delivered. I have slept on the mattress for a few weeks now and have woke up everyday with a back ache. I spoke with the store and was told there is no way to return anything ever. Once something is in your house it's yours no matter what. My husband should have refused the order when it came incomplete the first time. I will NEVER do business with Ashley again. read more