Ashely HomeStore

Purchased new furniture (couch, chair, ottoman, 2 and tables and a coffee table) at this store on July 6, 2019. Was told all my items would be available on August 16, 2019. On August 12, 2019, I got rid of all my furniture in anticipation of my new items being delivered. I was notified that my delivery would be August 19, 2019 but one item would be in on August 20, 2019. I was fine with everything coming on the 20th. I had reached out to my sales associate who told me my delivery was actually the 21st. This date would go on to change to August 23rd only to again be changed to September 3rd. My delivery date would be confirmed only to change without any real explanation. My end tables were pushed back to September and my coffee table to October 1st. At one point I was told my coffee table was no longer available, than it was changed to October 26th, than October 8th. My sofa, chair and ottoman were confirmed for September 4th for delivery. Only items that came were the chair and ottoman. Customer service claimed item did not make it in the truck and next delivery would 12th. Which than changed to the 19th. After contacting the store numerous times to complain, was told I would receive sofa, 2 and tables and coffee table on September 29, 2019. I received a text 2 days prior confirming all items would be delivered. On my delivery date, in checking status of when the delivery truck would arrive, I noticed the only item showing for delivery is my sofa. I have no information as to when my 3 tables will be delivered or why they didn't come. Ashley has failed to keep me informed of the status of my delivery constantly changing and has never been consistent in providing an accurate date for delivery.

Poor sales and customer service issues

There was a sales order error made my the store on my order number *** on July 13, 2019. Upon delivery we noted the error and was told we would be refunded for the error on our credit card/bankcard. After several days we called to store to inquire about the issue and was told by the sales rep that the error was our fault for not working directly with her, she was going to escalate the issue to the store manager and will respond. She never responded and once again we had to reach out to the store and customer cr for information. needless to say we have had several calls with Ashley furniture on our refund due and all calls resulted in a run around of promises broken. In August we escalated the issue again to the customer care team and requested that the issue be escalated to the regional director/manager. On August 16th we were once again promised that the refund would take place and a ticket was created for the refund request. O have since called several times and was told the check was cut on 8/29 and it was coming from Canada and needed to go through appropriate channels for approval. As of today 9/19/19, we do not have the check and upon calling to check the status I am told that an adjustment was entered into the system updating the amount and they are unable to address where the check refund is or if in fact the check was ever processed for payment.

I feel that this is now bank/credit card fraud on behalf of Ashley as they have charged me and taken funds for a product that was never received by us and they have made it impossible to get this issue rectified. I would like to report them for this financial fraud. I simply only requested that the adjustment be made to my credit card for the error in July and they have refused to place a credit and thus has created this issue for us. It is shame that this company who has a mission statement on customer satisfaction is so poorly representing themselves to us consumers. My reimbursement was for $225plus taxes

I am a 91 year old woman in a wheelchair who recently moved into a small assisted living apartment so my furniture was too large for the space .

On August 18th my daughter drove me to Ashley Homestore in Geneva to purchase a power loveseat and drop leaf table, which I was told would be delivered on 9/6/2019 and that I should remove my current furniture so it would not interfere with the delivery. On 9/5/2019 Ashley called to tell me the loveseat was backordered and would be delivered on 9/13. (I accepted delivery of the drop leaf table on 9/6 as scheduled). On 9/12 Ashely called to tell me the loveseat would be delivered on 9/20. I called their headquarters on 9/13 to complain, and was told delivery would be even later, on 9/22. Today my daughter called and was told the loveseat would be delivered on 9/24.

My daughter then asked the "Guest Experience Manager," Bridget B for our options and they are:

1. Just wait for delivery, although no date is ever guaranteed and the loveseat may come later than 9/24 and Ms. B can't name a final cut off date for delivery. (The paperwork we received on the day of purchase says, "Due to circumstances beyond our control the date that you've been given is tentative," so Ms. B asserts that we agreed to wait for delivery with no known final date).
2. Get our money refunded, although there will be a 10% "restocking fee" even though Ashley's stated reason for the delay is that the manufacturer has not manufactured the loveseat yet.
3. Come into the store and select another loveseat and a salesperson will check the computer to see if it is in stock for sooner delivery. Since it is difficult to get to the store in my wheelchair, if I go on the website and choose several models I can call in and someone will check each one on the computer for me. When asked if a list of available loveseats could be compiled, Ms. B said she was too busy to spend time doing that -- she has other customers. If the only loveseats available cost more than we have already paid, we will owe the difference.
4. The only concession Ashley is willing to offer is a refund of the $149.99 delivery fee, which my daughter requested they put through right away.

Meanwhile, I called my credit card company and deducted the $1,479.99 cost of the loveseat from my credit card bill and only paid for the drop leaf table and delivery charges.

Since Ashley told me to remove all furniture that might be in the way of their delivery, I am living in an apartment with just the drop leaf table in my living room, and am unable to proceed with decorating or getting lamps to make my apartment safe and comfortable.

Ordered some furniture that was scheduled to be delivered on 06/06/2019. Furniture came in. There was one single delivery guy bringing up our bed set, kitchen table set, and coffee table up 3 flights of stairs. Furniture got delivered. We moved in about 3 weeks after delivery because my wife and I were not living together yet since we weren't married, so 3 weeks after delivery we got married, moved in, and inspected our furniture. Upon inspection, there was a HUGE gouge in the side of our table, the lift top mount was completely bent, and multiple other dents were found. I immediately called Ashley and they sent out a technician to take a look at our coffee table. ASHLEY'S OWN TECHNICIAN STATED THAT THE COFFEE TABLE WAS DAMAGED FROM DELIVERY, AND THAT THE STORE SHOULD BE RESPONSIBLE FOR REPLACING A DAMAGED PIECE. So, I called the store, only to be told that they will do absolutely nothing for me. So here I am, 3 months later, $400 in the hole with a non functioning, damaged to hell coffee table with zero help from Ashley. If this is not replaced, I WILL GET A LAWYER INVOLVED AND TAKE THIS MATTER TO COURT.

I have contacted Ashley furniture for 3 months for the warranty I purchased on my couch. They sent the items to my home that the repair service needed and since then we have contacted Ashley’s for the repairs more than 10 times. They continuously tell us that the repair service will call to schedule and appointment and no one calls. They won’t schedule it over the phone and they have HORRIFIC customer service. The brand new $1700 couch we purchased is broken and they refuse to uphold their end of the warranty.

On Wednesday, September 3rd my mother and I went into Ashley home store to purchase a bedroom set we were greeted by sales associate Maria ***, she informed us that we could have a delivered between the hours of 10 AM and 1 PM and delivery would be on September 11th. On Monday, September 9 we got a call from the delivery team stating that my mom‘s furniture will be delivered during the hours of 2 PM and 5 PM which I expressed that they may not be able to deliver at the time because her building only allows for early delivery’s nothing after 3pm.I didn’t proceeded I then proceeded to call the delivery team with express they couldn’t change the delivery time, so I reached out to the store and spoke with Rita at the store who informed me that she would email corporate office to let them know what was going on because there was a miscommunication between the store and the delivery team to see if they could deliver early but they were not able to. The delivery team call my mom to let her know that her End tables would not be included in that particular delivery and when they come in they would deliver it with on extra delivery charge. I then called the customer care team to ask them if my mom furniture will not be able to be delivered because of the timeframe with the refund her delivery charge I was told no but they will come back out I told my mom that we were waiting till Wednesday and hopefully they will deliver around 2pm. The delivery team called my mom Wednesday, September 11 at 1:30 PM to let her know that they will be here in 30 minutes but he also informed her that he did not have her bed, My mom expressed she wanted a refund I went to the store to get a refund Rita explained they cannot do it until the following day I then had a hard time reaching the store the next day I had to call customer care to get in contact with the store Rita informed me she did the return and told me it takes a whole month for my mom to get her money back.

The agreement reached with the sales rep. was for 24 months free financing. This was noted on the original, first run of paperwork. Paperwork revised a few times based on negotiations and final paperwork we signed listed 12 months financing. We realized when first invoice arrived about 4 weeks after purchase. Customer Service 800 number said we had to go back to the store. The store Manager and the same sales rep. said that purchase was way back in July! I was there in August so about 3-4 weeks after the purchase ; within a week of first invoice received. Spent over an hour in the store only to be told the GM had to review. Now about 10 days since and no word from store GM. V/M to sales not returned.

I purchased 2 tv stands, a bedroom set, 2 nightstands from Ashley furniture. While in the store, they somehow made 2 accounts for us by accident, which took an hour to resolve. We were told that we would get our furniture by the 10th of September. On the 2nd, we received both an email and text confirmation saying our delivery would be September 4th between 2 & 5pm. Awesome. I had someone go to my house during these hours to wait while I was at work. At 5pm I called and was told there was no record of any delivery. The next day I called cooperate and was told there was never any delivery scheduled and to send them the confirmation we received. I was told that we would receive our furniture on the 12th. I sent over the email and text and waited 4 days for a call back....nothing. I then called back today and was told I would receive my furniture on the 17th...yet nobody called to tell me, nobody returned my original phone calll...nobody cares AT ALL that I had to have someone sit at my house for 4 hours waiting for an imaginary delivery or that my furniture is getting pushed back later and later.

Purchased bedroom set furniture on 9/1/2019
Partial delivery on 09/10/2019
Called and spoke to Yarid and Kathy at corporate and they could not fulfill my delivery until 9/14
I have a bad back and have to sleep on the floor because my bed frame did not arrive. They were very rude to me telling me "it is what it is" and they wouldn't do anything about it. How do you speak to customers that way. Such a horrible experience, I will never shop there again! Claimed they left me a voicemail that it would be delayed. I never received it! I want some compensation for this. Kathy was talking to me like I was dumb. This is ridiculous. Poor customer service skills!

I ordered furniture from Ashley HomeStore in Naperville on 4/29/19. I ordered a couch, cocktail table, end table, and TV stand. I put the deposit on my credit card, and financed the rest. At that time I was told that due to the availability of the TV stand, I would not receive my furniture until 6/15. I really liked the pieces, so agreed to the wait. However, 6/15 arrived and I only received the couch and end table. I was told that the TV stand and cocktail table wouldn’t be available until August. Again, I really liked the pieces, and though I was frustrated, I agreed to the new date, and added an additional shelf and end table, which I paid for in full on my credit card. My new delivery date was 8/20. The weekend before delivery, I received several phone calls from Ashley confirming my delivery date. At 11:10 the day before delivery, after removing the furniture from my family room in anticipation of the delivery, I received an email stating that only the shelf was available, not the tv stand, end table, or cocktail table. I called the store in frustration and they said it was a manufacturer issue and I would still be getting the shelf. I sat home for 3 hrs waiting for my shelf and no one ever showed up. I called the 800# and was told they held the shelf for later delivery. The new date of delivery for the shelf and end table is 9/14, and I was told today that the end table isn’t available until the end of Oct, along with the cocktail table and the tv stand! I am livid. That’s 6 mos with no furniture! I called both the store and customer service to see how they plan on making this right. I feel I should be compensated for this headache. They said I could cancel my order and pick new furniture, but I’ve already received A partial order, so that isn’t feasible. The other option is a $200 store credit, but I will never buy furniture from this store again. Their customer service is terrible. They just keep passing me from person to person, not offering any real resolution.

1. On August 24, 2019 I went into the Ashley store where I purchased my items to cancel part of my order which had not been delivered. It was a nitemare! They didn't seem to know what they were doing and basically told me they cancelled it (which I had already paid for in full) and they did NOT know when I would get a refund because it goes to corporate..what?? It is now Sept 9, 2019 and I still haven't received a refund for my cancelled prepaid items.
2. I was told at the time of my order on 8/11/19, that all of items were going to be delivered on Sept 7, 2019 and ensured me that they would also be put together. I paid 149.99 for that service. Last week I received a call from Ashley, after I confirmed with them a few days earlier that my items would be delivered on the 7th that parts of my order weren't in to them yet and that I can not receive my items until Sept 12th and they gave me no compensation or anything. Basically, oh well you paid you're screwed!
NEVER deal with this store again and would NOT recommend it to anyone! What the heck kind of business is this??? I'm still again going to continue my refund fight which is taken so much time and energy out of me...just give me my refund! What's the problem?? Resolve my issue ASAP! I'm so done with this *** club store!

On 6/15/19, we purchased a bedroom set from Ashley HomeStore. We later (very early July) had to modify our order as our newly purchased home had a much smaller bedroom than we previously thought. Through out these multiple steps, the address on the account was our old address, but the staff refused to update it to our new address (seemingly as it was too much work for them). We set the delivery date for 7/21/19 (also with a previously purchased kitchen table set). On 7/20/19, we received an automated confirmation phone call regarding the delivery; the call confirmed the furniture would be delivered to our old address (which the store employees had refused to correct on our account). We called the store to rectify this and rescheduled the delivery for a weekend later. The day before the next delivery attempt, we received a confirmation call with the correct delivery address. However, 30 minutes prior to the delivery attempt, we received a call that our headboard was on backorder and was not on the delivery truck. We were instructed to refuse delivery of the bedroom set to ensure it all came in. The delivery truck showed up, delivered the kitchen table chairs, and left. Of note, we had previously decided to pick up the kitchen table chairs but only added on delivery when we purchased the bedroom set. Throughout many future calls, the headboard was always on backorder with dates that were further and further in the future. We decided to cancel our order on about 8/1/19 and go with a more reliable company. I confirmed with the company on 8/8/19 that the order was cancelled on 8/7/19. However, as of 8/26/19, I had still not received a refund. I called corporate who stated they had not received a refund request from the store. They contacted the store and stated it was never submitted. They said it would be submitted that day for a total of $1056.77; of note, this is exactly $100 less than my refund should be. The store has not contacted me back to rectify the amount, nor have they refunded my money.

Spent $10k on purchasing a bedroom set and livingroom set. I purchased it in July. I continue to have problems on getting my Sofa Sleeper delivered. It was attempted 5 times and resulted in a reselection. Now I have to wait until October to have it attempted again! I was also told I would be refunded for the full amount of the sofa but come to find out (after we left the store) that the manager isn't honoring what he said. There's no reason a customer who has spent $10k (or any amount of money) should wait more then 90 days for items that have already been paid for. There also shouldn't be a reason I would need to stop into the location more then 7 times to attempt to resolve this. There definitely shouldn't be a reason why the same damaged item should attempt to be delivered 5 times which I feel is trying to get over on me with a used, damaged and or refurbished item when I paid full price for it!

Ashley Furniture in Orland Park says you're furniture is in stock when you buy it, then says when it's due to be delivered we only have part of you're order. Then when you schedule delivery for the following week because they tell you they will have everything in stock than, the delivery Men come with a partial order, and tell you the bed and box spring still didn't come in. So you're left with a frame and no bed to sleep on. This is a half as organization, that does nothing right. The Manager avoids talking to you, and you will have to fight to get you're down payment back. They take your money quickly and don't want to refund it. There are plenty of store like *** Furniture you can go to and not have to deal with incompetence. My advice: Stare clear of Ashley Furniture, they will tell you something is in stock just to get your money, and it isn't. There is more than one complaint about this, it is a regular practice with them. GO ELSEWHERE!!
Product_Or_Service: Bedroom set
Order_Number:

I purchased a sectional and I wasn't happy with the quality of the product. Ashley offered me a credit of $1,830.21 towards a new purchase. When I received my credit card bill they had only given me $1,180.23 credit towards my new purchase. There's still the amount of $649.98 that needs to be taken off my credit card remaining balance since I also no longer have the sectional, they picked that up the day the other item was delivered.

My quality of my sofas was horrible ,leather was fading after 3rd month. I called the warranty and started a claim and didn't respect me as a customer. They said It was past 1 year and the claim was started before,the store cooperation was a discount

MY first complaint was the comfort level of the mattress. During such time I was experiencing some small insect bites. Not being familiar with bed bugs , saw no need to mention when I called into the store to complain. After a doctors' appointment and it was confirmed that the small, red bites were just that...BED BUGS. The bites started soon after receiving the mattress and box spring. One bite turned into many.The gentlemen that came to look at the mattress to check the comfort level(rephrased)it was noted in their summary that said mattress was stained..I was taken aback and didn't know what stains....UNTIL THE EXTERMINATOR POINTED THEM OUT as being the nest,hiding spot for the bedbugs. Since then my entire home had to be treated, courtesy of the landlord. Spending (STILL)an insanely amount of money on laundry and cleaning services. Did not experience this with my ratty 20plus mattress that was thrown out upon the arrival of the Ashley Furniture mattress
Product_Or_Service: Full Foundation, Full Mattress
Order_Number: