Customer service at Ashley Furniture is disappointing. My wife purchased a dining set at the beginning of December and was told delivery would be 12/18. She received a phone call on 12/17 stating everything was ready for delivery except the table, which would arrive on "Monday 12/24". My wife questioned the date since 12/24 was Christmas Eve and a Tuesday. The associate responded with a sarcastic "Yeah, Tuesday" and asked if she would like everything to be delivered that day. My wife agreed to wait and have it all delivered on 12/24, but surprisingly the chairs and bench still showed up the next day. She called back on 12/23 to confirm the table delivery and nothing had been scheduled, they simply told her the item was not in stock yet. Then, they told her delivery would be 1/3. Crazy how the customer needs to call Ashley to figure out that the delivery date doesn't exist, and will be changed! I called and talked with associates from the store and corporate. Being frustrated with the situation, I asked both about their return policy so we could take our money elsewhere. Both replied that they don't have a return policy! What a joke! The sales associates tell you whatever they can to close the deal, then make you initial agreements that enable Ashley to provide terrible service without any accountability for their poor service. Greedy company policies all around. Will not be shopping there again. read more

Amazing service you guys provide here. Thanks for allowing me to be a part of all the rudeness, wasted time, lost wages, and damaged home. This is so much more fun than simply taking back the damaged items and letting my wife and I move on. read more

On 5 August 16, Ashley's' Furniture associates (2 men) attempted to turn around their Enterprise truck without a spotter and it resulted in my neighbor's property (for sure) and/or mines (utility line and beautiful years of growing tree) being damaged. My friend and I immediately shouted and waved both arms to get his attention, but it was no use. Finally he got the Enterprise truck in the direction he wanted and parked on the street of service. The passenger got out of the truck and the first he said was "I wasn't driving". Exact words. The driver finally got out of the truck with his tools and acted like nothing just happened and says "I see you all have a lot of stuff, which way you want us to go"? I couldn't believe the lack of integrity and no use of customer service in this delivery. I was offended. My friend showed him the damaged he caused and he immediately went over to try to fix it. I told him to leave it, but he continued. When he was finish trying to put the items back, he says "It is fixed. "And walked away. The whole time I am calling my utility company, Ashley's Furniture, the next the Claims Department to file a report of what I had witnessed. Did not appreciate the initial calls to Ashley's Furniture to help me with this incident and it did not seem as though there will be a sense of urgency. I just moved into (not fully) into this neighborhood and already my name is tarnished due to the fact that who knows how long i have to wait for my neighbor's property and/or mines to get fixed. It was not a longtime for you all to charge my account for purchase. I'm already upset about the damaged and now I had to closely watch the workers and triple check behind their work because if they can do damage to anyone's property and not say anything, they can very well continue the ruthless act. The whole time setting up, the guys did not say anything and kept quiet. No apologies are anything. Aft the furniture was delivered, inspected and verified, the passenger went into the truck to clean it and the driver stayed to have my talk to customer service. He called and told Ashley's that the delivery went well and I immediately looked at him. He then finish and gave me the phone. The woman verified that James ( I finally got his name, 1 out of 2)said the delivery went great and I, without hesitation, told her "No" and that i had already called all over Ashley's about the incident that happened and she was able to look at the comments in the system. Ashley's, I see, has no integrity, sense of urgency, and no customer values. I will never do business again. As a member of the military will share my story with them and the people of the social network with my review of the company. I spoke to customer service in the store, but never was I transferred to the Manager, nor given the Headquarters 'number. I ensure you, I will get in contact with them and the Better Business Bureau. That's my guarantee to you since Ashley's is on my time limit now and I provided you with service by being a customer. I will no longer shop at your store anymore and if you do not care about my service, look at the amount of money I spent with you all. I expect to have a follow up with you all with my neighbors' email as a person, too to receive information. Now we have to take time out our schedule to get estimates and notify our community's association with the damages. Time is ticking. read more

Terrible! Spent 2500.00 on a large sofa, bought the service plan that was suppose to be 4 years, and cover EVERYTHING! Had 3 sectionals, the center sectional needed repair, I called the Warranty Co. They sent a guy out, he said, no problem, your cushion need to be replaced/repaired. They are the kind that are not removable so you can't take it to get it re-padded yourself, They were suppose to send someone, when no one came, I called them & was told, it wasn't included in the warranty, yet the salesclerk guaranteed me that if they couldn't repair it, Ashley would replace it. I called Ashley and was told, nothing could be done??? So I spent allll that money and then money on the Warranty, & they would not stand behind their word? Poor Business. They do not care about their customers. Sad really. They need to be more honest or do what they say. Poor Quality furniture & talked into a worthless warranty. read more

We bought our daughter a complete living room and bedroom from this store. We purchased the 10 year warranty on the mattress. After 3 years, the serta mattress sagged so bad in the middle that my daughter had to start sleeping on her couch. After months of trying to get someone to examine the mattress, finally someone from the store showed up and said it had to sag more than an inch and a half in the middle. Hers sagged exactly an inch and a half. they told her too bad! They refused to do anything to help her. Now I am making it my life's mission to tell any one who is looking to buy furniture to steer clear of this gyp joint. I will never set foot in this store again and I will make sure that anyone I meet will not either. YOU HAVE BEEN WARNED! With all the money we spent here, they could not even replace her 'warrantied' mattress! read more

I decided to upgrade my 10 yr old daughters's bedroom set to a full size bedroom set. Went to Ashley Furniture in Ofallon, Il and was truly disappointed. My daughter and I walked in and walked til we found the area we needed. We looked at beds for 20 mins and no one came to help. I ventured away from that area to the middle of the floor and the sales reps still ignored us. One lady looked me directly in the face for a brief second but put her head back down into her cell phone. Feeling dissatisfied, I walked towards the door but had a mental moment and turned around and asked the first person for the manager. He took me to another sales rep and said, he could help me. Well, that person wasn't the manager, I asked for the manager, explained and the manager apologized for his staff and said it was inappropriate for no one to assist me and offered me a discount to compensate for the unprofessionalism. He directs me to an "experienced" sales rep. That rep gives me his card after assisting me and mentions a already in motion special discount that their having the next day. I go back to the manager and asked for his previous stated discount/compensation for lack of professionalism in writing. He said the discount is their 20% discount that's already in motion for the next day. I said that's not compensating an unhappy customer who was ill-treated. He then offered a 1/2 off discount on delivery. I asked him to put that in writing. He asked for the other reps card from out of my hand and wrote 20%. 1/2 off delivery and initialed. I ask if he could write his full name, he said sure. He only wrote his first name and initialed for his last name. The rep that assisted me provided the manager's last name. Btw, the store was practically empty. I saw 5 sales reps w/o customers. I have Ashley furniture in my bedroom. Purchased it yrs ago...still in great condition. Just wanted my daughter to upgrade her bedroom/make over to Ashley. Highly Pissed at the conduct at this location. read more

My review is for Sales Professional - Ashley Sledge! Ashley restored my faith in Ashley Furniture Home Store. I've purchased several things throughout the years from this store, but no one has provided top notch customer service through our past transactions. After my husband and I purchased a bed that we had been eyeing for close to 2 years, waiting for it to go on clearance, and having a very frustrating experience both with sales and deliver, we very hesitantly went back to this store in search of home office furniture which we were not finding at other stores. From the first greeting, through all the time spent at the store looking at options, Ashley was extremely professional, polite, knowledgeable and helpful. His follow up was excellent and we are overall exceptionally pleased with his service. Unfortunately, there were delivery issues again with these items, through no fault of this sales agent, yet he made himself available outside of business hours and on his mobile phone to try to help us. This gentleman should be the store manager! The other store managers or assistant store managers have no real genuine customer service care in our experiences. I've spoken and worked with at least 3 of them over the past few months due to the issues with our prior purchase, we've always been respectful and polite, but they just aren't either trained well, or geared toward excellence in customer service, like Ashley is. I hope Ashley gets the recognition he deserves, and the opportunity to grow within this company. This store could be great if everyone had an ounce of his work ethic and customer service excellence! read more

I only gave the 1 star because I had to otherwise they would have received NONE! We will never do business with Ashley AGAIN. We have had nothing but problems. We purchased a new bedroom set and new entertainment center approx. $4300.00 Placed the order on May 1, 2015. Had to wait until May 20, 2015 for the furniture to be delivered. When delivered the drawers on the foot board were broken. Delivery guy said that he would have to place a ticket for it to be fixed. June 22 the guy came out and said you need new drawers, we'll have to order them. Have not heard a word since then. I have been dealing with them for 3 days now and can get nowhere. Keep telling me that guest relations service manager will call me back. Still have not heard back. Then you have to repeat your situation to every one that speak to. Finally told the lady this morning, "don't tell me you don't know what's going on because I have spoken to you every day for the last 3 days" This store is horrible and that's putting it nicely. read more

Please do not buy furniture insurance from GBS Enterprises. I wish I had read the reviews on yelp before I was conned out of my hard earned money! Shame on Ashley furniture and this company for perpetuating this shameful fraud. I purchased a household of furniture from Ashley. The manager of Ashley Furniture gave GBS glowing reviews and strongly advised me to buy it. She stated that they would come out for almost anything. A few days later, I noticed two distinct defects on my buffet and dining room table. I thought, "no big deal, I've got insurance!" I proceeded to care care for my aging parents and becoming a new grandmother. Time got away. Today, I called to get the defects fixed. They claimed that I had passed my 30 day limit to call. I responded that I had the 5 year protection plan. I was well within that time frame but they kept insisting that I needed to call within 30 days. Then why is it called a 5 year Protection Plan!????? After repeated calls to Ashley and GBS Enterprises it became very apparent that they would have used any excuse not to fix a thing! I have renamed GBS as good bull shit enterprises! read more

Tried to purchase furniture for my teen daughter's room and help her establish credit in her name by co-signing a loan. The store messed up the order and put it all in MY name instead. Was pointless to even try to help her. Then they told me the furniture was part of their Millennium line, only to find out on my own by accident when I was showing my mother online the items we ordered the day before it was supposed to be delivered, that it was NOT Millennium at all and was really bad quality items. Called immediately and cancelled the delivery and re-ordered from the right product line some different items. Was then told instead of waiting for 2 weeks for delivery like the first time I ordered it would be a month! So we were at a month and a half after the initial order and my daughter still had no furniture in her room. Waited the month, and when they brought the items, all but 2 of them were damaged! I refused them and they had to re-deliver those items a week later. Then another item was damaged on that shipment! Had to re-deliver it and now, over 2+ months later, she finally has all her furniture delivered. Sure, everyone was nice enough, but really NOT impressed with the sales staff at this store, or the quality of the delivered items they kept sending us from St Louis warehouse. For the money we paid for this stuff, you'd think they'd deliver pieces that weren't all banged up! LOVE Ashley's Millennium furniture, but wouldn't deal with this location again! Educate yourself on their different product lines! Millennium is the only one that will last over time, the rest are press-board and cheaply made! read more

Ashley has lost my business for 3 failed attempts to accurately deliver my order on two different orders. They simply cannot get the simplest of orders correct. I would not recommend Ashley Furniture to anyone based on poor service and product quality. read more

I recently moved to Illinois and this was my first stop to furnish my apartment. I initially worked with Shay and she helped me pick furniture and most importantly stay on budget! She was super friendly, understanding and even stayed over three hours past her shift to help me. Charlene also helped me understand everything after I financed my furniture considering I had a ton of questions! I came in the day after my order to ask questions about my delivery and finance payments and she was so quick to help me with nothing but a smile on her face! Thank you also to Mark for helping me stay on budget and being very friendly. I will most definitely be furnishing the rest of my apartment at this location. Nothing but excellent service, I highly highly recommend it. They'll walk you through every step of the way. read more

I'm so disappointed with Ashley.will NEVER shop here again.I purchased a 5 year protection plan on a living room set (couch, chair and a half and coffee table) it is supposed to be leather, I was told by the associate that if anything happened the set would be replaced no questions asked, that was 14. Fast forward to 16 and the stuff starts to fall apart and I contact Ashley who says you only get a 1 year manufacture warranty, u need to contact the warranty company. So I do and I explain what all is wrong (they ask for dates and all sorts of details) just to say well I'm sorry but everything you named is manufacturer and we don't cover that. We only cover damage that you caused like rips, tears and cuts. I sent in pictures of the damages and no one has contacted me yet. They sell over priced junk!! Do not shop here unless you are going to use the furniture for decorations or in a staged home.. not for use in homes with real people!!! read more

Worst experience ever at a furniture store. We went through the process to get the furniture just find out we could one piece that day and over the next couple of months. We could get the rest of are order but pay the full amount at that time. read more

Buyers beware! I purchased a sofa in 2013 and after 6 months it has tear in the seam. I purchased the accident protection plan and was told it will cover any accidents. However, the Furniture Care Protection group will not stand behind it. Ashley won't help because they are pushing it off on Furniture Care Protection. Ashley recommends the protection plan but will not stand behind it. Stay away from Ashley's money making gimmicks. In the long run customer is better off paying a little more a quality company. read more

I've never experienced such terrible customer service. They were eager to get our money, but after almost 6 weeks still not given us our correct furniture. They put the order in wrong twice, rescheduled our delivery 4 times, and every time I call for an update they say "we'll follow up and call back". They've never called back! I've spent many days calling them over and over waiting for a response, I've even gone into the store multiple times. They don't care. I thought Ryan, the store manager might, but he just smiles and pretends everything's great. I guess the last step is to get get the military involved and speak to a lawyer. They took our money and haven't given our correct product. I would hate for more military families to go through this, or anyone for that matter. Next time my husband and I will gladly spend the extra money down the road at Kloss or Lazy Boy. read more

My husband stopped in to make a substantial purchase. He went in looked at several items and waited for one of the numerous staff on the floor to assist him. They were all busy on their cell phones or chatting amongst themselves. He eventually gave up and left. They lost a pretty decent commission..... Our assumption is if you can't get help on the initial purchase, just how bad would the 'after sale' experience be? read more

Went in to shop for a sofa. The buying process was pretty good. Good selection and decent prices. We were told the day we bought that the sofa was back-ordered 4-6 weeks and we went ahead with the purchase. Two months later we were still waiting after rescheduling the delivery appointment three times. When I called to cancel they offered to knock-off the delivery charge and an additional 5% (total about $200). Although we got our sofa delivered nearly three months later I've yet to see the refund for the delivery charge. Delivery people were super nice and easy-going but I will never purchase anything from them every again. read more

The prices are good when items are not on sale, but great when items are on sale. Whoever they have decorating from them really knows what they're doing because the place always looks fantastic. read more

I am so impressed with the design and layout.This store gave me so many ideas and love the styles and selections.Great prices and great service.No hassle and a very relaxing shopping experience. read more

BUYERS BEWARE!! When you purchase a protection plan from Ashley furniture, you are purchasing from a second party, not Ashley. I found out the hard way. I bought a leather sectional and ottoman from the Shiloh store in 2011. I knew it was not heirloom quality so I purchased the "premium" protection plan that was good for 5 years, stating the piece would either be repaired or replaced if anything happened. In fact, the exact terminology states "crackling, bubbling, or peeling of finish" and "breakage of frames, panels,or springs" and even unintentional and accidental damage." "Parts or complete products will be replaced with new parts of products of like kind and quality." That sounded fair enough to me for the pricey cost of the plan. In August, my couch began to crack, bubble, and peel. The ottoman' s structure broke. I called Montage and they said they would have someone call me after I filed my claim. A man called and his earliest appt. was one month away! I took it. He gave me a window of about 5 hours and finally arrived an hour and a half after that - at 6:30 p.m. on a Sat. evening. He arrived in his own car, with a friend riding along, smelling of strong cigarette smoke, and stated he came all the way from Kentucky. His name was Dennis Olejniczak, and I know that because he gave me his card after he refused to give me any copies of anything I signed when his job was finished. I signed on an electronic device and had no idea I wasn't going to be given a copy. He said it was against company policy to give out copies. What??? When he first came in and examined the pieces, he stated he did not have a work order for the couch, only the ottoman and I would have to call them back and schedule another repairman to come see it. I showed him copies of my original claim with pictures of the couch in it, so he said he would take pictures and send it along with him information on the ottoman. When he opened up the ottoman, he stated he could "temporarily" fix it but it wasn't structurally sound and was missing some major protective padding. He felt it was a manufacturing defect and even though he was repairing it, it would break again. He put it all back together and said I would hear from someone from the company but not to be surprised if they took about 2 months to get back to me. I gave them a month, so I called Montage directly. They stated he completed his report that he fixed the ottoman and the couch claim was not covered. Case closed. I argued with the language of the protection plan but was unsuccessful. I told them I would file another claim and she felt like I was giving her conflicting stories of what happened to my furniture. I have never in my life felt so ripped off! I hung up and called Ashley Furniture and left a message for a manger to call me but nobody returned my call. I stopped in there today with my paperwork and original receipt, along with protection plan. I met with the manager, Julius Ivory. After explaining my situation, he agreed he would be upset too. He also stated Montage Furniture Services was a "shady" business and they no longer use them. He spent time looking up my furniture and sated he was "surprised" they still carried my sectional and ottoman, but they did. What he offered was to sell me more furniture for another room to help bring the price down of the furniture I already own! He laughed and asked if I wanted to buy a $3,000 sectional to replace it. He said he would be happy to do that. I don't think any of this is funny. I asked him what Ashley was going to do to stand behind their product and name. He stated that unfortunately, he could not make every customer happy that came in the door. He said the only thing he could do would be to either sell me a new piece or file another claim, in which if my case was closed, they probably wouldn't cover it anyway. So those are my two options. I want to let you also know that I am not the only person who has felt duped by Ashley. I have heard lots of horror stories from customers with similar situations. On my way out, a lady by the name of Charlene put in a "ER ticket" (whatever that means) to Montage to refile the claim and I should wait to hear back from Montage in 24-48 hours...probably to only go through exactly what I went through already. And Ashley's representative's final word is "well, I can't make every customer happy?" I"m pretty sure the million dollar business would not be affected by standing behind something that didn't hold up, knowing they sold me a bogus protection plan. I'M SO DISAPPOINTED! and now angry! My words were very civil with the manager but I did tell him that I was leaving upset and me being upset was not staying inside the store. He said he understood. read more

after our first purchase of our bedroom set several years ago, which took 3 deliveries to get the foot board to be undamaged. So, after several years we decided to give them another chance and what happens again...a damaged coffie table. after being promised a replacement table, what do they do...send out a guy with a wood filler and a stain stick...WTH!!! so again, a minimum of a third trip will be required. my patiences are really running thin. read more

Stay away from this store. We purchased a mattress on April 26th and wanted delivery on May 1st. We were told no problem it was in stock. However, they couldn't set up delivery on the day we ordered because there was a computer issue and they couldn't get into May to schedule the delivery. We purchased on Sunday and they were supposed to call the next day Monday to set up the delivery. I didn't receive a phone call and I called them on Tuesday to see what the issue was and if the delivery had been set up. Well it hadn't and now I was being told it was going to be 3 weeks before I could get it delivered. I was completely upset and asked for the salesperson who sold us the bed to call me back the next day since it was her day off. She never called so I called later that week and asked to speak to a manager who was supposed to call me back when they were done with their customer and they never called back again. A few days later after no one calling us back, my husband went in and cancelled the order and now I am fighting to get all the charges off the account. I just called the store again and told I needed to call the finance company. It's not the finance companies fault that the store hasn't put the credits in. This all could have been avoided if someone had called from the beginning and apologized for making an error and not scheduling the delivery when they were supposed to or putting a hold on the bed so it wouldn't be sold to someone else (which is why it was taking 3 plus weeks to get it delivered). But instead, I have called the store numerous times to get everything resolved after almost a month and I am still fighting to get it resolved. read more

Worst experience ever. Will never by at this furniture store again. My parents have bought all of their furniture at this store and raved about how great the customer service is, I beg to differ. My boyfriend and I went in this weekend to buy a new couch for our first home. We were immediately greeted by a saleswoman (which I know is their job) but practically was glued to our hips as we were browsing the store, which is uncomfortable when you're trying to have a private conversation about budget, things needed, etc. when it came time to purchase the couch, our sales woman told us not only once, but probably 13 times that she was new and was going to try to figure it out because she has only seen it a couple of times (seriously?) I understand new employees but we don't need to be reminded that you're new every 3 minutes during our 2 hour ordeal (because yes, it took that long to figure out how to purchase ONE COUCH). During the whole paperwork part, our saleswoman had to repeatedly call over someone else to help her with the process which was frustrating for us because we would have to start back at the beginning and do it again. While we had to give all of our information on the paperwork (social security numbers, credit info, etc) we were also verbally asked what our information was, when it was right on the paperwork in front of them. I don't know why, but having it verbally say my private information more than once out loud to where who knows could hear it is frustrating. Fast forward to our payment checkout: our lady quoted us $99 for delivery "with wiggle room" so we were shocked when they tried to tell us our delivery was $120 without wiggle room. Needless to say, we got the delivery charges taken care of after we spoke to management. After we thought our frustration was finally over, on 4th of July my boyfriend and I received multiple phone calls from Ashley saying "we forgot to sign paperwork" No. We didn't forget to sign paperwork, your employees forgot to have US fill our paperwork. Now we go up to the store to sign the paperwork and find out we don't really have to sign paperwork,but in reality have to come up here a THIRD time to bring pay stubs to give for the financing because they forgot to tell us about that part. Needless to say, after this third and final trip to your store, we will no longer be customers here. What we thought was going to be a fun experience with furnishing our home has turned into a nightmare to where we don't want to have to buy any more furniture and go through this hassle. read more

I will never purchase anything from Ashley again. I've had trouble with the delivery and when my bed arrived it had mold growing on the rails and foot board, which I had them take back. I've had trouble getting my money back and the customer service is horrible. Please DO NOT spend your hard earned money with them. I wouldn't give them a star if I could. read more

I purchased a couch from Ashley that was on clearance. I was told that they do not deliver clearance items therefore, I would have to pick it up. One of the managers, Nicole Manley told me that I had to pick it up in 48 hours. I told her I wouldn't be able to pick it up until the weekend. She approved that. I then went to the back and paid in full for the couch. I had my debit card out and my check book. I asked the girl who was checking me out if it mattered which method of payment I used, she said no. Therefore, I paid by check. I was told to call at least an hour ahead of time before I came to pick up my couch. On the day of pick up, I called the store 1 and a half hours ahead. When I got to the store, my couch was still sitting on the showroom floor. Even though, I was told by my salesperson Jamie that it would be moved to the back. Three sales women proceeded to drag my sofa through the store, pulling it by the pillows! I was mortified and embarrassed! Once the had the sofa near the dock, they pulled it onto something that looked like a flatbed on wheels. After that ordeal, I was told I needed to check out. When the lady that checked me out pulled up my information, she told me that I couldn't pick up my couch for two weeks because I paid by check. I informed her that it had been a week and the check has already cleared my account. She said well, that was their policy. I informed her that when I payed for the couch I asked if it mattered which method of payment I used and was told no. When I wrote the check, I was not informed AT ALL about this check policy otherwise I could have used my debit card. She called for a manager, Nicole Manley came she was very condescending towards me. She eventually got the okay from the store manger that I could take my sofa home. I was very displeased with the entire situation. read more

Ordered a sectional leather couch from Ashley Furniture in Shiloh, IL on August 25th in store. Was informed it would have to be ordered and would be delivered to my home on 9-16-17. Only 2 pieces of my large sectional/chaise lounge couch arrived. I was highly disappointed in the delay. I mean it has already been 3 weeks since I ordered it in store. Now you bring only 2 pieces of my couch. Then, they say that the remainder of the couch will be delivered on 9-28-17 and I wait at my home during the 3 hour window and NO DELIVERY people show up, so I call the phone number and they state that the furniture never made it to the delivery warehouse from the main furniture store to go out on the truck that morning??? What about a phone call to let me know NOT to sit at home and wait for furniture that would NOT be arriving between 1pm and 4pm. Okay, so furniture delivery #3 set up for October 14th???? which is now 7 weeks from the day I ordered this very nice leather couch. What the heck. So it arrives and the back of the chaise leather couch cushion looked like it had been smooshed up against a corner with another furniture up against it, I took the furniture, but thought that it would poof out and regain it's normal appearance after a day of NOT being on a furniture truck. Well, little did I know that an ASHLEY FURNITURE truck was involved in a roll over truck accident and my said couch was on this truck!!! Why would anyone allow this furniture to be delivered to anyone's home knowing it was involved in a rollever accident? This is a total lack of judgement :-( So, now said chaise lounge piece needs to be swapped out for a new piece. Also, the set is electric and when the first people came to set up said couch they forgot to plug in the electrical equipment behind the couch by the wall and said couch would NOT recline??? So, I was unable to use the couch for intended use to sleep in while I was recovering from a fractured shoulder and sleep in the recliner from an injury from 8-8-17. What an ordeal and I will NEVER get furniture again from ASHLEY and all my friends and family know about this whole ordeal and poor communication skills they have with their customers. So, 2 weeks later a new chaise lounge was delivered, but now this chaise lounge is placed too close to my wall and can NOT be fully reclined to a flat position to sleep in??? The delivery guys (2 of them) state that they did NOT deliver the whole couch to my house so they can NOT move the said furniture?? I'm like, uh yes you can this whole couch was bought from Ashley furniture. The guy says NO it is not on their delivery ticket to move the couch?? I'm like whatever, he already has no clue how to deliver furniture as I gave him directions to my home and he was out on the cul-de-sac at the back of my home trying to say he is at my home and wants to walk through my grass and drag the couch through grass where there is NO sidewalk and NO driveway. I said NO you come around to where my actual driveway is and walk into my house like a normal person would using the driveway and the brick sidewalk and you will NOT track grass into my carpeted home. What the heck kind of delivery people does ASHLEY hire?? So, the manager of the store came out to my home 1 month later with a salesman and moved my couch away from my wall. Geesh, what a deal. Never again will I spend my money at ASHLEY. read more

Warning! If you aren't absolutely 100% sure, don't have it delivered!! I just purchased a recliner chair and had it delivered to a relative's house. I thought the $89 delivery fee was steep to begin with, but given the circumstances I decided to give it a try. The day the chair arrived it was clear that the chair wasn't going to work. Not only did they want another $89 to pick up the chair, but if I were to exchange for another chair they wanted to charge me another $89! Imagine, $270 to delivery and exchange. This is insanity. I called the store and tried to negotiate, but to no avail. I checked their corporate website and each store has their own return/exchange policy. So much for the advice of my friend who has purchased from another Ashley store. Once thing is certain, I will never consider Ashley Furniture for another purchase. It pays to shop around and find a company that actually wants your business. read more

We bought a power reclining sofa and bought the extended warranty. The salesman stressed the importance of buying the warranty due to the fact that the recliner was a power recliner and it would cover parts that would wear out and break over time. We financed the furniture for five years but paid off the balance after two years. The recliner will recline in and out but leans to the side when you recline out. We called the warranty company and they sent out a repairman who said a support piece had broken and would need to be replaced. He said he would report this to the home office and they would send us the part and then we would call them back and they would come out and install the part for free. The sounded very odd to my husband and I, but we trusted that he knew what he was talking about. We never received the part, so we called the warranty company and they told us the part was not covered but they would come and fix the recliner but we would have to pay for the repair. I called Ashley Furniture's customer service and informed them of the problem and the fact that we bought the extended warranty due to the salesman informing us that it would cover parts and labor if a part broke. We were told that Ashley would give us a one time complimentary free repair due to the fact that we were good customers. We were told someone from Ashley at the Fairview Heights office would call us and set up a time to come out and repair the recliner. After hearing nothing for two weeks, my husband and I went to the Ashley store in Fairview Heights last Saturday and talked to someone in customer service there. They looked up our account and saw where someone had made notes about our problem but said they did not recognize the initials of the person who entered the notes, so they would call customer service and have someone get back to us on Monday. We heard nothing on Monday, so we could customer service on Wednesday and that person we talked to said they could find nothing in the notes where we were offered a one time complimentary free repair. My husband and I feel this is bad customer service on Ashley's part and also feel that the warranty we bought was nothing but a scam because it should have covered the support part that broke, and this is what we were told when we bought the power recliner. We run around we have experienced is totally unacceptable. First, we were told the part would not be covered, then when we called for an explanation as to why it would not be covered, we were told we would be given a one time complimentary free repair, then when we call to set an appointment for the repair, we were told they never told us that. This is not the way to treat customers. We went to the store this past Saturday to look for a bed, mattress, and computer desk for our daughter, but now we are not going to buy from them. We will take our business elsewhere since Ashley does not seem to care whether or not their customers receive good service. We paid our furniture off three years early, so maybe Ashley should refund us the amount of the warranty we bought since it is no good. read more

My husband and I visited with the intent of buying two rooms of furniture not long ago, however, we were not greeted. All of the sales people were in the center of the store loud and talking as if they were having a party. How shocking was it to even find out that the Assistant Manager, Nicole was part of the conversation once I learned her name. What kind of example is she setting for the rest of the staff by acting like the staff. Their was some very explicit language being used on the floor and I just found it to be very unprofessional and inappropriate behavior. I have always shopped at this store and staff I have dealt with in the past are no longer there. They were more professional and not so young. We came to spend way more than what we did and that was because our salesperson was only concerned about closing the sale and not us. I felt like I was being stalked by the guy. He kept asking me do you see anything you like. I am one that does not want to be hounded by anyone. We would have spent more money but after this experience, I probably won't ever come back. read more

This is the most pathetic furniture store I have ever seen. We have been lied to from the beginning. We we're told everything was American made and that delivery times were accurate and that is why they were forecasted so far out. We received damaged furniture and sub par furniture none of which is American made btw. And when they exchanged one of the items it was more damaged than the first item. When we had problems nobody from the store would return our calls. Ryan the manager is USELESS - he talks a big game and delivers nothing not even a return call. What is funny is his use of the word "over promise" because he delivers on nothing he promises not even a return phone call. The customer service manager shana does not return calls either and the other girls in the office are extremely Unfriendly. We have tried to cancel our order and have everything taken back and can get nobody to call us back. Take our advice and stay away from this store at all costs!!!!!!! read more

After spending almost $10,000.00 at a different Ashley store we decided to go back to the Shiloh store to purchase a bigger bed for my two year old. The day it was supposed to be delivered I got a phone call saying the driver is running an hour late due to mechanical issues. This was not a big deal at all. It moved our delivery window back to 3:30 to 6:30 which was also fine. We finally call the store at 8:00 saying the furniture is still not at our home. The lady says the driver will be there at earliest around 9:00 PM. We tell her that that is not an option because our two year old will be sleeping by then. We tell her to cancel the delivery and we want to reschedule it ASAP because he needs somewhere to sleep. She says that there is no way to reschedule because the order is locked for delivery and we will be getting a call back tomorrow. Guess what... We get a call from the driver past Nine looking for our house. We tell them we cancelled the delivery because it was way too late and he tells us no one called him. Well the next day rolls around and guess what? No one calls us. So we call back and we get Misses there's nothing we can do for you yet because your orders locked. She said she would call us in a couple of hours with a new date. Guess what? We get no call back. So once again we call back and she finally schedules us and tells us it will be another week! Obviously we express our anger that we will have to wait another week with no furniture and no bed for our two year old. Her answer for us is if we want it earlier we can drive to South County to pick it up ourselves ( even though we paid for delivery and south county is an hour away ). We talk for a while and still get the answer that there is nothing they can do. We ask to speak to a manager. We speak to the manager a get the same answer. Some of the rudest people with all of the same I don't really care attitude. We finally try and call the headquarters in Tennessee. We tell our story to the lady and she decides to hang up on us. We call back get the same lady and asked why she hung up. She says she doesn't recall that at all. We get into it a little and she once again hangs up on us. if we call back now it immediately disconnects us. So we basically stuck with no answers and a bunch of rude people that don't know how to do there job. Some of the worst service ever. We sell our house every two years furnished and then build a new one. We will never buy from Ashley again and will be cancelling all of our furniture soon if it is not resolved. read more