I'm so glad I waited to leave a review. I have never ever EVER been so dissatisfied with a company as I am with Ashley Furniture. To start, I was moving from California to Missouri, I needed to start over with new furniture. Knowing this I figured I would shop for the majority of it at Ashley Furniture. I placed my First order over the phone for a king canopy bed frame, a dresser, two nightstands and a couch. Over 4k worth of product. The salesman, AUSTIN, was kind and polite and walked me through the process without an issues. My SCHEDULED delivery date was around the beginning of June (I cant remember the exact date since it has changed so many times since) which I was fine with since I wasn't due to be in MO until the 27th of May. First note: Austin promised to send me my paperwork via email later that day, Never did receive that. Moving on, after moving in, around the beginning of June, I physically went into the store to order a mattress, asked to speak with my same sales person since he had already helped me once. Second note: this is a typical sales method, I am aware of it, however, I specifically asked to not be shown to memory foam mattresses as I don't like them. Of course, the first one he took me to was a memory foam mattress. In all fairness, I do love this bed and its very comfortable. When I left I had purchased a king mattress, 2 box springs, a REQUIRED mattress protector (which I was told could be shipped to me since they didnt have it in stock (turns out that was a lie, they dont ship that and I had to come in and pick it up in person)), and a table with 6 chairs. All with promises of fast delivery, some time that week because "they prioritize mattresses". Third note: Covid has been a problem since FEBRUARY. This is NOT new. He should be aware their manufacturers are shut down. So this turned out to be a blatant LIE. (Later when I called and spoke to a manager she told me all her sales people are aware of delivery delays and are informing all the customers of this. LIE, clearly) NOW my real problems start. I don't receive my first order on the scheduled date. Customer Service calls and pushes my order out by 2 weeks. Ok fine. Then, they call and push both orders again. And again. Around the middle of June they tell me my couch is back ordered until JULY 22ND. I cancel the couch and buy in store at big lots instead. My table and chair and my mattress and box spring finally arrive on the 23rd of June after several reschedules. Cool, so now all I am waiting on is my bedroom set. The one I ordered on May 11th. I have been quoted 6/26, 7/2, and 7/10 for the delivery. Forth note: during one of these calls I asked the CS rep what can be done to get my items and she said " honestly if you don't get them you can just cancel your order, go in the store and purchase something that is in stock". Mind you, they don't keep anything in stock as a manager told me on a separate phone call. On the 9th a Customer Service person calls me and tells me my items will be delivered the next day, all except the bed rails and the canopy rails. Those are on back order until AUG 6th. I'm pissed but fine, just deliver my stuff. Next day comes and my delivery window is missed so I call Customer Service back and they tell me there's no delivery scheduled for me as my order is still on back order. I'M PISSED. So I call the store. I refuse to speak to my sales person as he has been absolutely NO help. I speak with KEVIN and he tells me their system shows NONE OF MY ITEMS ARE AVAILABLE UNTIL THE 8TH OF AUGUST. AN ORDER I PLACED ON MAY 11TH. He said he would escalate this for me as I made my displeasure very apparent. He PROMISED he would get back to me Saturday night/ Sunday morning. It is now Tuesday 7/14 and I have yet to receive any calls from anyone. So I attempted to call the store and he's off today. Tomorrow when he is back I will be calling AGAIN. Last note: I had made several attempts to reach out to my sales person, management at the location and Customer Service to no avail. No help is ever provided, just empty promises. I'm one more empty promise, one more reschedule and one more mishap away from reaching out to the BBB. Also note, I have not once asked for compensation, a refund for delivery fees, a discount, nothing. I just want the product I paid for. I WILL NEVER EVER EVER SHOP HERE AGAIN. EVER!!!!! I know Covid is a problem, but FU** you cant blame terrible customer service on Covid. read more

Wish I could put -5 stars. I would not buy furniture from Ashley ever again. If you want your furniture in a reasonable timeframe, go somewhere else. I bought a couch and loveseat on 2/1/2020. The couch was delivered on 3/4/2020. When they delivered the couch they informed me the loveseat was damaged. They would have to order another one. I have had 4 delivery dates confirmed since then. 3 of them called the night prior to inform me that the item was still on back order. The 4th time I confirmed delivery for 13 May 2020. The delivery guy called at 1013 this morning to tell me they would be here about 1145. At 1018 another person called and said they were misinformed and the loveseat was once again damaged and on back order. Now I'm looking at 3 June as a possible delivery date. Do you think I believe it will be delivered. No I don't. My couch will be worn out before I get the other piece. I will never buy from Ashley again and will tell everyone I know that their customer service is the worst I have ever experienced. Do I want something from a business that has obvious issues with damage and back order. Is this loveseat in such demand that everyone is buying it and creating the back order. I get that there are issues currently because of Covid. But this is not a Covid issue. I have been trying to buy furniture from Ashley since January 5. The first order I cancelled because they were playing the delivery game that I've experienced. Took almost a month to get the charges reversed. So I went to the store on 1 February. I was told that this happens frequently when you buy on the internet. Well guess what. I guess this is how Ashley operates period. and I still don't have my furniture. I'm done I would not buy furniture from Ashley ever again. If you want your furniture in a reasonable timeframe, go somewhere else. I bought a couch and loveseat on 2/1/2020. The couch was delivered on 3/4/2020. When they delivered the couch they informed me the loveseat was damaged. They would have to order another one. I have had 4 delivery dates confirmed since then. 3 of them called the night prior to inform me that the item was still on back order. The 4th time I confirmed delivery for 13 May 2020. The delivery guy called at 1013 this morning to tell me they would be here about 1145. At 1018 another person called and said they were misinformed and the loveseat was once again damaged and on back order. Now I'm looking at 3 June as a possible delivery date. Do you think I believe it will be delivered. No I don't. My couch will be worn out before I get the other piece. I will never buy from Ashley again and will tell everyone I know that their customer service is the worst I have ever experienced. Do I want something from a business that has obvious issues with damage and back order. Is this loveseat in such demand that everyone is buying it and creating the back order. I get that there are issues currently because of Covid. But this is not a Covid issue. I have been trying to buy furniture from Ashley since January 5. The first order I cancelled because they were playing the delivery game that I've experienced. Took almost a month to get the charges reversed. So I went to the store on 1 February and I still don't have my loveseat. I'm done read more

The Springfield store is a complete joke. Their customer service (or lack there of) is awful! I don't know if this is how they conduct business all the time, but apparently I am not the first one to have the same issues. At first our experience was a good one, but it has rapidly declined. Part of our order was delayed, which we understood. Then we purchased more items from them and decided to pick these items up. When doing so, something changed in the system to have the rest of our order changed to pick up. We get a call that the other part of our sectional was in and we needed to schedule a time to pick up. We said no, that is supposed to be delivered. Since that moment, it has been a nightmare. We paid for delivery and we shouldn't be inconvenienced due to their error. One would think they would be accommodating and get us our furniture ASAP, because it was their error in the first place. Nope, that is not the case at all. Called the store and to actually talk to a manager is an act of Congress or to even get one to call you back. They have their poor receptionist playing the go between instead of handling the situation. I was on the call for almost one hour and on hold most of that time waiting for the manager to take the call. I even called back after an hour and when they told me to call back and guess what, yep, the manager still wasn't available. She had gone to lunch, but would call me when she returned. I am not holding my breath. I am sure they will not call back! If a manager would have taken ownership of the situation. It would not have escalated to this manner. Now it is the principle of the matter for me. The time we have wasted and spent off work to deal with this has been insane. The promises on delivery get old. Just tell me you cannot deliver on what you say you can. Don't just keep bs'ing me and keep telling me I am gonna get it day after day, when you know I am not. At this point I would return everything , if I didn't have to pay a percentage of the sale or restocking fee etc. I would suggest NOT DOING business with this store! I will never again give them my business. Update the manager Amber is not helpful at all! I was right when I said she wouldn't call back. I had to call back. Finally got to speak to her and immediately I received attitude. I was then told that they could not speak to me because my name was not on the order. Really?!!? Well my name is on the credit card that I opened with my boyfriend that paid for the furniture. But you cannot talk to me, right????? I couldn't really even get a word in edge wise with her talking over me and not even willing to listen to what I had to say. This obviously escalated the matter even more but they don't seem to care about their customers. Not once did I get sideways with her. However my tone was firm and I wanted her to know that this situation was not okay. The lack of caring or lack of getting to a resolution in a sufficient and timely manner, is what the problem is. And NOT one damn person taking ownership! It really doesn't matter anyways. As I am writing this review, we still don't have our furniture. We still received piss poor customer service etc. read more

they do not deserve any stars but you have to pick a star to post....Run away from this store! it's the worse place! this Store has the worst customer service! Staff isn't honest! Charged for a protective warranty on purchase of living room set in December 2016 told if wasn't used in 5 years would be refunded purchased an additional matching chair and asked about refund purchased a Tempur-Pedic king size mattress and base asked again no response. purchased a dining room set asked again no response. After pandemic asked Jim floor person who was the original sales man about using it to purchase desk chair he said no problem passed us on to Blake who wrote it up with a delivery date of 3/8/23 and said they would call to let us know when it came in waited for call finally called customer service and delivery no help had to visit the store for the second trip was told chair was on back order and should be in by 30 March never heard anything went to the store today for my 3rd visit and was told that the protection warranty company denied to refund money even though we never used it no one from the store called to tell us this we live a 2 hours drive from the store have made 3 trips for a desk chair that they knew 48 hours after we ordered it we weren't getting! The staff and manager were rude any time we called the sales never got a return call the delivery and customer service gave us the run around and 4 different stories as to why the chair wasn't available. This is a horrible store! Will never shop there again and will never recommend Ashley springfield store to anyone. This store is deceitful and rude and worst furniture store. Do Not shop here don't waste your money! read more

My boyfriend and I are moving into a new apartment and with that of course new furniture is needed. We had a great experience with Nicole Simmons! She was friendly, knowledgeable, and patience. I don't like when sells people are pushy or just follow you everywhere you walk. Nicole was the complete opposite she gave my family and I space to talk and think but also was with in eye sight at all times so if we had a question she was right there. We bought a sectional, ottoman, and rug that we love! We were also able to take advantage of the promotional financing offer they were running the day we went in. Also we chose the delivery as we aren't moving in for a couple of months they offered to hold the furniture until then which is a nice option. This was a laid back enjoyable and easy experience! Thank you again Nicole you did an excellent job! A side note to anyone who doesn't think what I've previously is enough to my parents have bought multiple things from Ashley as well with the same great experience. They bought A full bedroom set, two rugs, kitchen table chairs, a sectional, and a few different accent tables. Each time they have had a great experience as well with a different sells representative. I'm not sure why the previous reviews are so bad but as for my family and I we have had great EXPERIENCES each time and we will continue to shop at Ashley! Again thank you for all of your help and knowledge Nicole Simmons! read more

I decided to purchase a new couch in April 2016 and knew I wanted the Ashley Darcy with chaise. My friend and I went to a few furniture stores in Springfield to check them out. At the other stores the sales people did not know what I was talking about or did not have it in stock to show me or even the color I wanted. One store sales man went online to find the couch I wanted and I had to help him with it. So we decided to go to Ashley Home Store. When we walked in the sales lady Nicole Simmons came up to greet us, she was so friendly and welcoming. (Something we did not get at the other stores) I told her what I was interested in and she took us right to it and told us to sit and check it out. She answered all my questions and even showed me that the chaise could be put on either side of the couch...the other stores said I had to have either left or right chaise...guess they don't know their merchandise. She also showed me one other sofa with the chaise in a different material but I liked the Darcy the best. When I made my final decision to purchase it she gave me a few options to chose from and found me the best financing. I will and have recommended Nicole to other people along with Ashley Home Store. She was so pleasant and not pushy at all, and I am so happy for that for I will not buy from a pushy store or salesperson. I will be making more purchases from them and her in the near future! read more

Seems my husband and I had a very different experience than other reviewers. I spent quite a bit of time searching online for our new couch. We have a small house with very specific size requirements, plus I wanted a unique color which limited my options considerably. I happened to find a teal couch on Ashley's website which was both the correct size and a style I liked. We visited the store to see the couch in person. We were greeted quickly by Bethany who found the couch, was very helpful, but also gave us the appropriate space to discuss amongst ourselves. We were quick to make the decision to buy the couch, Bethany had all the appropriate paperwork ready for us so we could take advantage of the 12 month interest free financing. We opened an Ashley account and were out of there in about 30 minutes, quick and easy. We were even given the name and number of a local person who would pick up our old couch as a donation. Our new couch arrived in about 3 weeks, Bethany called me during that time to keep us in the loop on the arrival. The delivery was also quick and easy, they arrived a little on the early side of our time frame, which is ideal, called before arriving, and were very friendly. Our couch is beautiful, it was a great value, and we are very happy. read more

We had bought a leather couch, loveseat, chair and ottoman from Ashley several years ago that we really like. They have worn really well and still look almost new. Three years ago we bought a couch for the family room from a store on furniture row. I think it was a couple hundred dollars less than the one we got from Ashley. This year we had to replace that couch as the springs were sagging and the leather was peeling and cracking. We decided to go back to Ashley because we knew we could get good quality furniture that will last. We bought a leather reclining couch and two recliners. I love the modern style and especially love how comfortable they are. The salesman was great, he answered all our questions and gave some additional discounts. The delivery men were great too. It was raining and they had to bring furniture in between rainstorms. Even though it was late Saturday afternoon, they took their time and were careful nothing got wet. They set it all up then hauled off the trash and didn't even track up the floor. So thank you to them. We have always been happy with the product and service from Ashley Almost all our furniture came from them. And I'm pretty sure our future furniture will come from them too. read more

I recently built a new home and was in the market for new furniture. I hate to shop. It doesn't matter what the product. I visited several furniture stores in Springfield but the furniture all looked the same. It's like they were all catering to the same demographic. It was a very frustrating experience. I finally visited the Ashley showroom and saw an immediate difference. Ashley had a variety of styles to choose from. I was looking for a more contemporary/modern line of furniture and found exactly what I needed. The young associate who helped me was very knowledgeable and even moved furniture across the store so that I could see my items as a group. In 2 hours time I had purchased my living room and dining room sets. Such a relief. All of my items were sale priced, which allowed me to splurge a bit. I was able to pick up my items at the warehouse to save on the delivery charge. The timing was as promised and the guys at the warehouse were very helpful and gave me tips on how to assemble my bar stools. Furniture packing has come a long way over the years and I found no problems with the furniture once it was in place. I was very happy with the Ashley experience and plan on being a repeat customer. read more

On Feb 29, I saw a T.V. commercial for Ashley's Furniture advertising 20% off. I called and spoke to Mr K. I told him I would be up. It was a present to meet him! He was very jolly, personable, helpful, and patient. He got tickled at me trying so many couches out to make sure my husband like it. It was going to be a big surprise for my husband. I put a reclining powered sofa on lay-way, hoping to get it out soon. Then the Covid-19 Virus happened.. The store closed, I called to follow up, I was so glad they opened up last week. On Friday, May 1st, my husband and I went to the store. I asked for Mr K. Sadly, I heard he has been sick. Then we meet Kevin Kincanon and Amber Crooks. Amber did a great job explaining our purchase and five years warranty, she helped us finalize the couch transaction. Then we asked about the table and chairs. Kevin showed us Exactly what we were looking for, and he made us a deal we couldn't resist. Both were very professional and friendly. My husband and I were very impressed, and we purchased both the couch and table and chairs set. They are going to deliver and set up our new furniture, May 9th. We're very excited!!! I highly recommend Ashley's Homestore. read more

My wife and I had been looking for new furniture for quite some time. After we had a horrible experience at furniture row, where our sales "professional" was barefoot, and a poor selection. We headed to Ashley furniture. We spent several hours trying to make a decision, and our sales representative, Nicole was very patient, and helped us find exactly what we were looking for. Not just once, but also our second visit to the store. Outstanding customer service! The quality of the furniture is excellent as well. We will continue to purchase our furniture from Ashley in the future! I forgot to mention how quickly our furniture was delivered! At first they said it could take up to 2 weeks. We had a super bowl party planned for the following Sunday, and our furniture was delivered the Saturday before! Outstanding! And our second visit, after searching the store for hours again for just the right chair, Nicole pointed us in the direction of a chair we had not even seen yet, and it fit exactly what we were looking for. The particular pattern of that chair had been discontinued. They let us have the floor model at a great discounted price, and we were able to take it home that day! Love this place! read more

I would like to say Jazzy as the customer service manager deserves a raise and promotion for her efforts to keep me and my wife a happy Ashley Furniture Home Store customer. She took care of the $309 delivery charge since we had to have or products delivered 5 times to get them without them being damaged or not showing up for delivery. We also had are delivery date changed twice before they actually came out. The delivery service even showed up at 11:18 p.m. while I have children that have to go to school early in the morning. My wife and i were very upset about that plus the fact that we have had to wait two months to get our product just to have the product come damaged not working no call no shows on deliveries and no follow-up from their dispatch Department once again she is a valued associate and needs to be rewarded for keeping us as an Ashley Furniture customer. Jazzy also called the corporate office to make sure we get a loyalty gift card for all the hassle and run around and call backs. Had to make between the store and dispatch as well as scheduling service calls to get the table and Hutch fixed. read more

My wife and I received exceptional service from Jamie (James) at Ashley furniture. We were shopping for a mattress for our new apartment in MIlwaukee, WI, and were hoping to buy it and have it shipped from a sister outlet in MIlwaukee (a.k.a. "the good land"). We told this plan to Jamie, but he informed us that Ashley Homestores are individually owned, so you can't buy an item at one store and have it shipped from another, which we did not know until visiting. However, undeterred by the fact that he knew he probably wouldn't make a personal sale from us because of our geographic particularities, Jamie took the time to show and explain a ton of options to us. He was very attentive even as he was helping other customers who he actually may have sold some stuff to directly. If you have mattress questions and want information on a range of options for your budget and for your body's personal comfort requirements, go to Jamie and he'll help you out. A very informative, positive, non-pushy shopping experience. read more

Honestly, this was our first time ever buying furniture that matched..on purpose. We went into Ashley's first back in Feb, 2016 just to look around. We had great help from a salesperson who walked us through the store and allowed us time to look and find the furniture that was right for us. They weren't in your face, but were there if you had questions or needed anything. We bought a house in June and after closing we went back in to finalize our decisions from a few months prior. Overall, we had a great experience. All our items were in stock and were delivered on time in four weeks. While we wish we could have had our furniture sooner, they fulfilled their promise of the time frame and were happy to provide updates each week if there was an expected delay. We would definitely return to Ashely's as our family grows and our taste evolves. Their customer service exceeded our expectations and we would highly recommend you stop in and look around! read more

I am writing this review to compliment one of ashley furniture's employee's. His name is Dustin Jones. My husband and I went in looking for some lamps to complete our bedroom, he immediately asked us if we had been helped and then directed us to the section of the store where lamps are actually on sale. Can u believe that??? Considering that they do make a commission off part of their sale I was pretty impressed. Then after we picked out the lamps we wanted he helped us as though if he was making a big sale. We went with some lamps that weren't that costly so i'm sure if any his commission was nothing. He was very polite and interested in our sale as if it was a big one. In that business and also at furniture stores as anyone knows it usually doesn't turn out that way. I would just personally like to recommend him if you are going to buy anything from there. He is definitely the best sales person they have. read more

If I could give zero stars I would. We ordered our furniture OVER a month ago. It was supposed to be here Tuesday. Got a call Tuesday morning that something was damaged so they needed to reorder everything and it would be another 4 week wait. They finally agreed to a partial delivery since we've had zero furniture in our living room and needed to at least have something. Then when they showed up to do a partial delivery another item was damaged. So we have to wait on that as well. They told me yesterday the rest of our furniture would be here by October 4th. Now they called me today saying it will be October 13th or later. I was speaking to corporate they refused to allow me to speak to a manager. I am at my wits end. We've been given nothing but the run around. No one wants to help us get our furniture here. It's been a complete nightmare experience and I will not recommend them to anyone. read more

Our family recently purchased all new living room and dining room furniture from Ashley Furniture Homestore in Springfield, Missouri in February 2016. Not only was the experience wonderful, but we absolutely love our furniture. It is sturdy, yet comfortable, while also being durable and easy to clean, which is important to us as we have young children. We absolutely are in love with the style of furniture we selected and the wide selection they had available in the store. We have received many complimemts on our new furniture. The customer service we received in store was above and beyond our expectations. The delivery was made weeks earlier than expected, which was a very pleasant surprise. The delivery team were delightful, hard working, and respectful. We love Ashley Furniture and have been customers with them for over 10 years. Their furniture lasts and is affordable. read more

We were shopping on a day when the store was very busy. We were approached by a salesperson, but wanted to look around on our own for a while first. We appreciated not being bothered while we found what we were looking for. When we decided on the furniture we wanted, we found our salesperson. He was very helpful -- even moving pieces from other areas to let us see how things looked together. The paperwork process took a little time because the store was very busy that day, but that was just part of the process. It took a couple of weeks for our furniture to be delivered, as expected. The legs to one piece of furniture were wrong, so delivery person called the company immediately and ordered the right legs. Ashley called and offered to come back and change the legs. All in all, we are happy with the purchase process and love our new furniture! read more

We have been very pleased with everything we have purchased with Ashley's . The people there are usually very pleasant and Nichole was on top of it all. The ONLY thing I could add is on leather tell consumers to put a towel or small blanket where head lays if use daily because the oils will rip it apart. That is why we did not pay for a warranty protection plan this last time since it didn't help us before. Would have been nice to have been told. We were not happy at time but also know we are all human and doing the best we hopefully can. In an age so many are lazy and on assistance if they don't need to be at least these people are working a hard job when it pays by commission and yet most I hope try to respect each other's clients. There's always people aren't always honest anywhere. 99 % happy is pretty darn good these days. Suzanne read more