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    Ashley Store

    2.0 (259 reviews)
    Closed 10:00 am - 9:00 pm

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    Jessica S.

    I don't even know where to start with how badly everything has been handled with this Ashley store and the replacement department they work with, so I guess I'll start from the beginning. I'd rather sleep on a box than ever deal with this company again. My husband and I bought a house last year and needed to obviously buy a bed set. Since we moved to Schaumburg, we thought of Ashley right away since this location is close to our house. Upon walking in, we were treated great. Everyone was nice and helpful, and of course, wanted their sale so that they could get their commission. We picked out a beautiful LOOKING farmhouse bed with matching side tables and a dresser, and we were on our merry way. Fast forward a couple of months, we got our bed with no problem, delivery was fine, and everything LOOKED fine. The delivery workers put our new mattress on top of the bed and everything looked great. We were ecstatic by how easy everything SEEMED to be. Fast forward to June 2022, I'm in the bathroom washing my face and I hear my husband screaming "OH CRAP" (not those words), and my heart sinks. THE BED SLATS LITERALLY CRACKED IN HALF UNDER HIM AND HIS HEAD ENDED UP BETWEEN THE HEADBOARD AND THE WALL. This happened June 10 when we literally got the bed in like December of 2021. We call customer support, and they tell us that they will give us new slats, and we tell them that new slats won't fix the problem because the entire rail broke too... and so we went in the store, they put in a new bed exchange in, and when that was FINALLY going to be delivered months later, the dude only came with replacement slats, even though the store said they put in a whole new replacement bed order for us. He then explains the bed is crap quality and was manufactured wrong and even if he fixed the slats, they will keep breaking. He said even if we got a whole new bed of this same model, it will never have enough support because the wood rails were literally GLUED. Basically, the bed was supported by free-hanging slat wood (cheap quality) and my husband almost broke his neck when laying in bed because the wood rails literally broke off and the wood slats cracked. The wood had support ONLY near the foot of the bed because the drawers for storage were underneath the slats, so the bed had no even support. Then, the delivery driver called Ashley on speaker phone, literally tells them everything he told me, and tells them we would like a reselection (he told us to ask for this so we could get a brand new bed design instead and he showed me a better version of the bed I already had but that has more support). They put that into the system, he sends them the pictures of our broken bed, and we were told to go into the store to choose our reselection. We would only have three days to choose a new bed. So, we take more pictures of everything, go into the store the same day, show them everything, and the people at the store literally told us they knew what bed we had based on what we were saying before even seeing the picture and how it doesn't have the best support. WHAT?! They end up putting our new bed in their system, and a dude who was the "store operator" helps us and literally says he was working at this store for 3 weeks and is already quitting with his last day being the next day because of crap like this... apparently, this happens VERY OFTEN and no one can/nor wants to deal with it. The physical store can only put in orders and try to escalate things along, but the remote replacement team is the one actually handling everything, very poorly I may add. Once the reselection order was in, we waited and waited but never heard anything even though the guy said we would hear something a few days later. We also didn't trust the store operator we dealt with because his last day was literally the day after we worked with him. A few days later, we went back into the store and they said that the order was in but that the new bed was more expensive than the old bed so the replacement team was reviewing it. After it finally got approved, our new bed had like 5 different delivery dates they told us and confirmed but then got changed. It finally was set to deliver at the beginning of December 2022. The guy comes in to look at the current bed, and then goes outside to grab the new bed and said the headboard of the new bed is damaged. I wasn't even surprised something else went wrong at that point. It was actually laughable. Then, he calls the replacement team and asks for a manager review for the new one so someone can look at it before they deliver a new one. The lady on the other end of the speakerphone was LAUGHING AT THE PICTURE OF THE BED and said a mouse looks like it ate it. Great customer service after someone was just waiting 6 months for a new bed after the original broke. 2 weeks later, we FINALLY get the new bed and it looks great. We are praying it has more support and we are happy it matches our bed set from before.

    Replacement TV Stand damage
    Camille T.

    First, let me start this review by saying I am someone who enjoys writing good reviews for companies. I worked in retail for many years and truly value and appreciate good customer service. I am also someone who always tips accordingly and I hate when people are rude to retail workers, restaurant staff, etc. I try to avoid writing bad reviews because there is enough negative energy in the world, but I have to speak up about my experience with Ashley Furniture because it has been HORRIFYING. I went into the Schaumburg location on July 17, 2023 and nearly two months later, I am still dealing with bad deliveries, defective merchandise and poor customer service. I purchased one sofa, one nightstand, one dresser, and one TV stand. Currently, the sofa dye bleeds onto other fabrics (and polished fingernails) and the TV stand was exchanged for a new one and the new one arrived nearly two months later damaged. Here is the very long and frustrating timeline of my Ashley Furniture shopping experience: July 17 - ordered items in-person at the Schaumburg store; the sales woman (Zara) seemed rush and basically told me that she had to talk to another customer once I told her the items I selected; I decided to add a TV stand and told Zara the size of my television--she said the stand I selected would work and went on her way; the store manager (Johanna) completed my sale July 26 - received items via home delivery; TV stand was too small and the TV legs were hanging over the front and back; I asked the delivery people to take the TV stand back and they told me that I had 72 hours to have it replaced and someone else would pick it up another day; I immediately called customer service and was told someone would call me to arrange for pickup; I also spoke to someone named Ebony around this same time who told me she would work with me to get the TV stand exchanged, but I never heard from her again August 3 - spoke to Herzel and Vidal in customer service; they advised me to speak with the Schaumburg store manager to get the exchange processed for the TV stand because they could not authorize the return August 4 - visited the Schaumburg store and was provided a new ticket number by the manager (Johanna) for the exchange; spoke to Rhea in customer service and was on the call for 1.5 hours while in the store--I was told the TV stand could be exchanged, then I was told it could not be exchanged, and then I was told it could be exchanged; before leaving the store, I received an email saying delivery of the replacement TV stand should occur on or around August 11 August 8 - received an email requesting that I visit the store and make a reselection of the TV stand by 8/18/23 before the reselection period ends August 16 - went into the Schaumburg store and re-ordered the same replacement TV stand; I was asked to pay $77.01 for additional sales tax--I paid it with no issue; I told the manager (Marcy) that my sofa was "bleeding"--the black dye ruined my manicure and stained my white socks, Marcy told me to call customer service to have the sofa replaced August 25 - received text message from customer service stating they were working on getting my items (replacement TV stand) safely and quickly September 1 - received text messages from customer service asking if I was ready to place my order--I responded and asked for a status update on the replacement TV stand that I already ordered; I sent an email asking about the status of the replacement TV stand; I later received a call from Ashley in customer service who told me the replacement TV stand would be delivered on September 8; I told Ashley about the "bleeding" sofa and she said someone would call me on September 5 September 8 - replacement TV stand was delivered with hole on side of box--I asked the delivery people if the item may be damaged and they told me they checked at the warehouse and the item was fine; I unboxed the replacement TV stand and discovered it was damaged exactly where the hole is located; I called customer service and was told by Javier that a replacement part would be sent in 7-10 business because ordering a new TV stand would take longer and he would need to do some type of service request; I also received a call from Vinny in customer service about the "bleeding" sofa--Vinny told me I needed to call a number and provide my name along with photos of the sofa; I am currently texting photos of the damaged TV stand and have not yet called about the "bleeding" sofa This is my first and only experience with Ashley Furniture--before July 17, I had never purchased anything from this store. I wanted to buy the matching bed and tall chest to go with my nightstand and dresser, but I am absolutely afraid something will be damaged or defective and I do not want to have to deal with customer service again. Unfortunately, I now have to match the furniture with something from another store or sell everything and start over with another retailer. I am beyond disgusted.

    5 mo ago I ordered $10k of furniture -  still waiting for the drawers + chairs to my table!

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    2 years ago

    I wouldn't suggest purchasing anything from the store.The sales people and managers are not honest.

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    Page 1 of 7

    Ask the Community - Ashley Store

    Review Highlights - Ashley Store

    If you are furniture shopping, make sure you go to Ashely Furniture and ask for Kay!!!!

    Mentioned in 4 reviews

    Read more highlights

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    Steinhafels

    Steinhafels

    (8 reviews)

    Buyer beware: We've been without a functioning couch for over a month -- and we do not recommend…read morethis company. We ordered a couch and selected a delivery date based on the delivery options the company provided. We planned around it, expecting a normal delivery of brand-new furniture. Instead, we've dealt with repeated damage, failed deliveries and no clear point of contact. And when you try to get help, there's effectively no human support to resolve the problem. Here's what happened from start to finish: Delivery attempt No. 1: No warning, then "it's damaged" On the scheduled delivery day, we received no advance notice of any issues. The delivery team arrived and told us the couch had been damaged at the warehouse and would not be delivered. The drivers even said we should have been notified ahead of time, but we weren't. They proceeded with the rest of the order, but once the truck was opened it was clear additional pieces were damaged, too -- specifically the coffee table and side tables. The drivers refused to deliver them because the damage was obvious. So after waiting for delivery, we ended the day with no couch and damaged items that could not be delivered. Delivery attempt No. 2: Couch arrives -- but defective and incorrectly assembled We waited for a second attempt. This time the couch did arrive, but it was in unacceptable condition for a new purchase. It had: * a rip/tear * improper assembly * a bend in the center * a bottom riser dragging * the wrong legs We were not comfortable sitting on it. We were also pushed toward "repair" as a solution, which is not reasonable for a brand-new couch that arrived defective and incorrectly assembled. Delivery attempt No. 3: The "replacement" is broken on the truck This attempt was supposed to be the fix: exchange the broken couch for a new, non-broken couch. Instead, the delivery team told us the replacement couch had a bent footrest while still on the truck. They said they tried to repair it, but it still wasn't functioning properly. After three delivery attempts, we were once again left without a working couch. Over a month later: still no resolution It has now been more than a month and we still do not have a functioning couch or a clear resolution. Communication has been slow and inconsistent, we've been bounced between people, and there is no single person taking ownership of the issue through completion. Bottom line We paid for new furniture. We've received damaged items, defective assembly, and a replacement that was broken before it even came off the truck -- plus no reliable way to speak to someone who can fix it. We do not recommend this company. If you're thinking about ordering, be warned: if something goes wrong, you may be stuck for weeks with no clear path to a resolution.

    Absolutely HORRIBLE furniture store with the WORST customer service. We purchase a sectional and a…read morecoffee table and had a delivery date for September 8th. When both furniture arrived the guy who came to the house said the sectional won't fit through the basement door. Also he showed me that the coffee table had a dent and he said he would take it back. He informed us that we would get a full refund. Even Anita the sales associate said if you return things that don't fit or don't look good while the truck is still there you get full refund . Now that we got the refunded, they are charging us the $189 delivery fees . They customer service person tells me we attempted to deliver and since we couldn't you still have to pay the delivery fee. Not once did the sales associate Anita tell us this. She told us it would be a full refund, the delivery guy said would be full refund. First time shopped here and it is definitely my last time.

    Penny Mustard Furnishings

    Penny Mustard Furnishings

    (47 reviews)

    $$$

    Great experience! Stella helped us pick out several items. Great, excellent service. She listened…read moreto what we wanted and found exactly what we asked for. Great eye for decorating!

    If I could give a billion stars I would. My husband and I went to look for a new couch and we…read morealways wanted to check out Penny Mustard for years after buying couches that would last only a couple years. Upon entering this wonderful, energetic, and beautiful gal named Valerie introduced herself with her warm smile. How refreshing to be greeted respectfully and kindly, instead of the usual " need help?" OR not even getting acknowledged at all. Valerie instantly made us feel welcome and guided us with expertise and knowledge of brands, materials, and structure. Before we knew it, we bought an incredible new leather couch, leather recliner and leather ottoman! It's wasn't just about her salesmanship which is beyond outstanding, it was about giving us everything she had- 100% customer service. I've been in sales for 47 years and am old school giving my own clients 1000% as a Realtor, and seeing Val give the same was refreshing, and meaningful to us. We've been to other stores looking and the service (if we were even acknowledged) was cold , uninformative, and made us feel the salesman was inconvenienced. Not the case with Val at Penny Mustard. We felt like family. Val and I hit it off instantly. And we appreciated the comraderie among all the sales girls working. They worked helping each other. Again what a phenomenal experience we had. I just had to brag about them. It's just so darn wonderful to see that people still care about superb customer care and service. Next time you need furniture, run don't walk to Penny Mustard and see Val. Absolutely outstanding! We adore her!

    Ashley Store - furniture - Updated May 2026

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