If I could rate it 0 stars, I would. Customer service is TERRIBLE, and the prices aren't great either.

Horrible customer service - I bought a sofa/sleeper but it is too big to fit through my hallway door. I called to cancel the delivery and they said I have to come in and do it in-person. Don't understand how they have repeat customers with this service. read more

We went there on 4th of july, very very bad decision. Never again I would step in this store. Yes very horrible customer service. I bought an expensive mattress tempur pedic, its too high on the bed frame. They should close the business and should be reported to BBB. read more

I will not be shopping here again. A little over a year ago we purchased a wood coffee table from Ashleys. The sales person convinced us to buy their furniture protection plan from Guardsman stating that it would cover damage to the furniture. A year later, the top of the table is cracked and bubbling and Guardman refused to cover the damage, even though its explicitly covered in the policy. So now we paid for a useless policy to cover damage to that shouldn't have happened in the first place. Do not shop here and if you do, do not buy the protection plan that they offer. read more

If I could I wouldn't even give the store in particular a star! Me and my boyfriend walked in and walked around for 30 minutes not one person greeted us or acknowledged our presence as multiple associates stood around and starred at us. I'm assuming our age had a or to do with it, we were "the young couple that wasn't going to buy anything" and they are sure right with that customer service! We will buy our couch at the room place thank you!! read more

We have purchased from Ashley in the past and this time we bought a large sectional. We were looking at a very similar sectional from Arhaus, but couldn't justify spending twice as much money. Our sectional is fantastic and we have no complaints. It may not be as "high end" as Arhaus, but if you're looking for middle of the road furnishings, this is a great place to shop. Our sales lady, Cathy G. was friendly, patient, and not pushy. She knew her products. Our delivery had to be rescheduled due to my own conflict...not theirs. They were very accommodating and put us on the next delivery day that worked for us, which was right before Christmas. The delivery men were polite, removed their shoes, and were in and out quickly. Despite some of the negative comments I've seen on Yelp, I think this is a fine store to shop at. read more

I just wanted to bring attention to a salesperson at Ashley Furniture, Schaumburg location who was extremely helpful in my furniture shopping process. Bruce Gebel was helpful, not pushy. When I had an issue with the delivery of the product, he went above and beyond to fix the problem without any additional charges. Attention should be brought to those who go above and beyond. Thanks Bruce! read more

FINAL - INCOMPETENCE - STAY AWAY!!! If I can give 0 stars I would. Had more to say ran out of space READ THE E MAIL STREAM When the delivery team arrives they state all they have is a dresser and they were to take back my box spring. Explained they could not do this the box spring was because the first delivery was incomplete and I was waiting for the slats and drawers that go under the mattress. They then said that the rest would be on another delivery. I asked them to call the dispatcher and figure it out. To everyone's surprise all my items were on the truck just on different orders. This is an operation has no organization or care for the customer experience once sale is complete. The only positives on this was my sales rep, and both delivery teams the guys were helpful and very apologetic for the dysfunction of the company as they explained they are just a third party who picks up from the factory. One final thing on my last delivery 2 of the 3 delivery guys it was there 1st day received no training and never put a bed together. They were great worked hard and kept a positive attitude. No surprise been 2 weeks and after all conversations with "customer care" NO FOLLOW UP, apology or an adjustment to my purchase as one of the customer care persons stated. STAY AWAY!! DO NOT SUGGEST TO ANYONE 3RD COMPLAINT TO THEIR REQUEST Sent: Mon, Sep 14, 2015 8:39 am Subject: Re: Joe, How did we do? Awful !!!! Embarrassing!! Very disappointed in total experience. Schaumburg Illinois store Other than your sales person being very nice and knowledgeable it was all down hill and continues to be with different delivery dates, I still am unsure when my bedroom will be complete, and I can not continue to take days off for the miscommunications with-in your store, warehouse, dispatch and customer care info. Below was my first e mail, following that there were even more errors along the way 1. 2 calls to customer Care 2. On 2nd call to customer care as I waited another hour past my delivery time I received a call from dispatcher explaining they were missing a part and delivery would now be after 6PM while on phone with him doorbell rang and it was delivery with my partial order. 3. Delivery man explaining you have new dispatcher was left alone and had wrong info. 4. Your delivery guys were very nice worked quickly with what they had said I would be contacted. 5. I then received computer generated e mail with web sites to share my satisfaction do you really want to me to share this?? still waiting for end result, I knew I would be receiving a 2nd delivery to complete order but this should not have been so poorly executed on so many levels. 2nd Complaint My experience has beeen awful and continues to be, I am writing you as I am waiting for my furniture. after speaking to customer care twice multiple dispatchers during the first try and following day of a follow call stating he was glad they were able to fulfill my order!!!! ???? I explained as I did w/ 2 customer care reps not even close, this is also being on hold to customer care for nearly 30 minutes each time. I am now on hold again as I wait to find out status over 30 minutes. Finally after my wait customer care person only answered in a rushed and curt manner, amazing!!! You communication systems are terrible, follow up equally as bad. I am surprised you would even send a generated e mail to someone w/ links to share experience. 1st Complaint Received: 9/11/2015 6:13:47 PM UTC To: ecustomercare@ashleyfurniturehomestore.com Subject: Unacceptable service My experience with Ashley furniture from beginning to the never ending delivery is the worst I have ever experienced. I stood in bedroom area over 20 minutes watching sales people pass me by I went up to one asking for assistance. She was very helpful the entire process to purchase was not only embarrassing to me as it was to your sales person after many attempts my first order suddenly became unavailable my second choice was selected. Once we were able to get it in system the whole delivery process was a disaster a Thursday showed available within the hour it took to put my order in the system Thursday was no longer available!!! I now was a Friday delivery. 1 day later received a text delivery would be 9A-1P on Fri I accepted & received confirmation. Waited 4 hours with no delivery I called customer care after being on hold 20 minutes was told records showed finished, been home all morning and clearly not finished. She told me she would call dispatch and "someone" would call me no-one did The level of service and communication I received is beyond disappointing read more

After a couple of years, our sofa started peeling. Since the sofa had been discontinued and could not be repaired, Ashley sent us a $750 gift certificate. And then, of all dumb things, I lost the gift certificates. I called and asked if they could be replaced. They checked to make sure the certificates had not been used, then reissued them. I'm very grateful for their patience. read more

We ordered a sofa and love seat from Ashley on 7/27, sales process went smoothly and we had the ability to pick it up at our local warehouse the next day. When we got the sofa home and unwrapped we discovered the wooden frame supporting the back of the sofa was completely cracked in half and bulging through the fabric. We were leaving for vacation the next day and called customer support on 8/1 when we returned. We were told that the next available appointment was on 8/8 between 2-4 pm, requiring one of us to stay home from work. The rep arrived on time, was in my home for two minutes and told me that he could not repair the damage, that my sofa would be replaced and that Ashley would call within 48 hours to schedule the replacement delivery. A week goes by with no phone call, my husband calls support back on 8/15 to inquire about timing and we discovered that our claim hasn't been filed yet. The customer service rep Dawn tells us that our claim will be filed the next day and we that we would hear back from them by 8/17. We have yet to receive a phone call from anyone at the company. The customer service is absolutely horrendous, and I wish I had read the reviews on Facebook before making this purchase. Providing customers with damaged product and then taking weeks to resolve their claims is absolutely unacceptable. We will definitely not be purchasing anything from Ashley again unless something drastically improves with their customer service department Update! I received a call from customer service stating that my couch will be ready for exchange tomorrow after posting the original review above on Facebook. HOWEVER, they are stating that we will need to bring the broken couch back to the warehouse in order to pick up the new one. They won't deliver because we had the ability to save the $120 delivery fee and pick up the pieces using a moving truck, which we obviously no longer have access to. I'm really struggling to understand why their policies state that when customers are provided with sub-par product they need to facilitate the exchange themselves regardless of what the original acquisition method was. read more

I purchased a leather sectional from Ashley about a year ago. I did all of my shopping online, so I already knew what I wanted when I went into the store. I had my 2 little kids with me and my sales guy hammered me on buying the protection plan, something I am usually opposed to. He said it covers "everything" and that I wouldn't have to worry about the kids damaging the leather. I popped for the extra $150 and sure enough I tore one of cushions. I was happy I had the protection plan for about 10 minutes. I called Guardsman, the protection plan provider, and they actually cover very little. As a matter of fact they do everything possible not to cover your damage. They are more in the claim denial business then the service business. After filling out pages of paper work, submitting numerous photos and spending hours on the phone with Guardsman, they agreed to send out a tech. The guy shows up, looks at my cushion and says, "I am not a miracle worker, they need to replace your cushion." Guardsman refused to replace my cushion and said they were wrong to even send a tech out. So, they acknowledge the damage by sending someone out, but since it isn't a quick fix they decide to back out. The sales staff at Ashley either directly lied to me or is uneducated about their products, both of which are unexceptable. I personally will not shop here again, and will never buy a Guardsman plan from anywhere. Joe read more

We bought a living room set and dinning set, we intially only wanted a new couch but the sales man was good and we decided it was time to upgrade at home. This was it as for the good service. Where can I start, We picked out the furniture together but Jessica went back on her own to finalize the deal, I said no to the fake warranty John was pushing on us but she gave in when she went back, the sales rep promised my pregnate fiance that the deilvery would be the following week (which I thought was too fast). We hired someone to come remove our old furniture a couple of days before the date. We never recieved a call so the day before I called to confirm and I couldn't get the sales guy or the manager on the phone. Finally another rep got on the phone and looked up our delivery date, which was a 1 week and 3 days away. So we have to do with no furniure for almost 2 weeks (not happy but ok). We get a call a couple days before to confirm the delivery, the girl left a message and mummbled through the part that the couches, lamps, and accessories are on back order. We called upset Jessica couldn't handle the stress in her condition and almost passed out. When we finally got to talk to someone they pointed the finger at the store and the store at the delivery department. No one wantd to take responsiblity for anything leaving me in the air about when I would get anything. Now I call to talk to a manager I get their first name Larry and Taby however one is on vacation and the other nevr returns calls. I want to know who can help what do we have to do? Sue them, go to the BBB, write these kinds of reviews. After all this I still dont have or know when anything is coming.The Ashley by Woodfield mall is horrible and should just close down. Pray for us!!!! Jose and Jessica read more

I purchased a dinette set from Ashley Furniture in June of 2011. We have only had the set for just over 3 years and the chairs have sunken in so bad, we can no longer sit on them. The tops of the chair's fabric is splitting and peeling. I called the customer care department at Ashley's because we purchased the furniture protection plan, but they advised that the plan only covered accidental damage. There was only a 1 year warranty on the furniture. This goes to prove you get what you pay for, I would never buy another piece of furniture form Ashley Furniture and I will tell all my friends to stay away from them. Really think twice before you buy from this company. they do not back their products. read more

We got furniture for myself and my children about a year ago. The delivery guys are lazy and rude. The furniture is garbage. Got the extended warranty and they will not cover because they say there is a form that was sent out and should have been sent back within 30 days, which it was. The rep from the warranty company Guardsman was a rude, horrible woman. My 4 year old child could have been hurt greatly when the bed smashed to the ground while she was on it. Buy furniture in a back alley before you go to this dump. Tried calling the store now for an hour, no one answers. read more

My husband and I purchased a couch from Ashley's Furniture that we were really excited about. My husband took a day off of work to be home for the delivery, and when the men arrived, half hour late, they told us that they couldn't fit the couch through out doorway. They said they could try, but we would have to sign a waiver saying we understand that they will ruin our couch and our doorframe. We told them to take it back and they told us to talk to our salesman, Mike Mandla. We called and talked to him, and he assured us that we would get a full refund. Hours later, the store called and said we would still have to pay the $150 delivery fee. I explained to him that it was not our fault that the delivery men couldn't fit the couch in our doorway, and that our sales associate assured us that we would have a full refund. He pretty much told us too bad. The service is absolutely terrible, and I wouldn't recommend that anyone ever go here. They are a rip off and have terrible customer service. read more

So the sales guy we had at this store is great. His name was Bruce (can't remember his last name unfortunately, not the bald one haha, there's two Bruce's) So no complaints there. Which is why I gave the 2 stars instead of one. But the customer service on the other hand is deplorable. They are absolutely NOT willing to work with you on a delivery time. My husband and I both work evenings. They quoted us a delivery time of 2:45-6:45 which won't work cause we would both be gone, at the latest, by 3:30. So They rescheduled the day and still cannot guarantee a delivery time to be in the morning since everything is computerized and they deliver as to whats more efficient for them to get the most deliveries in, which I can understand. But when I spend that much on a piece of furniture I would hope someone could work with us so that someone could be here to sign for it and inspect the item. I don't have anyone to come over and wait for me since I haven't lived here but six months and the LandLord who lives above us also works afternoons. Anyone I know would be from work who also would be working evenings. Same with my husband. Our options are limited. Looks like the only way to ensure you get your item is to request an entire day from work so someone can be there to receive it. I explain this situation to them after calling this location and explaining how awful customer service had been and they give me the number to some guy who doesn't work for Ashley and I could pay him the delivery fee in which case Ashley would supposedly refund the delivery fee I paid them. BUT, if anything happens to it in transit they won't back it up because the guy doesn't work for ashley. Way too much of a headache. I'd take your money elsewhere. Especially if you want your items in a timely fashion. read more

Will never buy anything here ever again. I am writing this review a little late but better late than never. Aneal or Aneil was a total scam artist in the store. They were giving some kind of promotion and then he said that it was either the promotion of a percentage off. Well we ended up getting less back because he went ahead and did it how he wanted to instead of asking us our preference. My delivery came last December and the delivery guys did remove their shoes and I had salt and snow all over my wood floors. We had to ask them to take their shoes off before going upstairs and they seemed very mad we had asked them to do that. Our house is new construction so there was no way we were allowing that to happen. What furniture delivery doesn't have those boot covers? I was shocked. As they were setting things up, I was on my hands and knees cleaning the floors and getting the water and salt off the floor asap. Our floors are ruined now because of this. I was so disappointed by this and will never give our business to Ashley ever again. And lesson learned, don't ever buy furniture in the winter. read more

With Ashley furniture I experienced two totally different situations... On the first store I went (not in Schumburg) the salesperson was very nice and helpful but not her manager. We were looking for a dining table and the one we liked the manager said it was their display and they don't sell it. Really? In a furniture store? I won't mention that he didn't even talked to us, we'll I'm the one whose buying here and giving my money to your store... Anyway, I had the pleasure to talk on the phone with Mrs Kay at the Schumgurg store and order my dining set from her! She was the most helpful saleswoman I have ever met, while she gave me all the information over the phone without having to go there and let me tell you, she was the only one to follow up with the sale and even received a thank you card! She respects her customers and the business we did with her! Doesn't that make you want to go buy all your furnitures from her? Thank you Kay, will come back only for you! read more

We purchased our bedroom set several years ago from Ashley and just recently our living room furniture at the Schaumburg location. We liked the fact that we are not bombarded with sales people when we walk in the door. We had no issues with delivery or our items being in stock. We ordered on a Wednesday and our living room set was delivered on a Sunday. The best part of shopping at Ashley was our salesman, Bruce G. He was helpful, informative and very patient with us. The only complaint that I would make, is that the manager that evening we went in was very unpleasant, didn't acknowledge us and looked irritated when Bruce had to ask him about entering in a gift certificate that we had received to use towards our purchase. It honestly made me kind of feel bad about using a gift certificate and we apologized to Bruce about the inconvenience. Bruce again was wonderful and said this was no problem and continued on, not letting the rude manager affect his happy demeanor. if it weren't for the rude manager, I would have given this place 5 stars easily. read more