Ashley Store — Attraction in Town of Grand Chute

The furniture quality and selection is great. The sales staff does a nice job and is helpful and engaging (just try getting someone at WGR to make eye-contact with you). I spent about $5K with them furnishing three rooms in a new house. We were very happy, but it all went south when it came to the delivery and really went downhill with the customer service follow-up.

I had to stay home from work on delivery day, no big deal. They delivered everything and were setting up our fancy new dining room table when they realized that they'd left all the hardware to put it together at the warehouse. The delivery guys leave and customer service is supposed to call me, they never do, so i have to hunt down the number and call them.

Eventually I have to miss a second day of work for the guys to come put the table together. They do...but then we discover that the table has a big scratch on it. Now, i'm beginning to get frustrated. I call customer service and tell them right away, they say they can't replace the table yet, a tech has to come take a look at it.

I miss a third day of work for this. The tech fills the scratch as best he can, but its a big scratch - now the table just looks like it has a big scratch with brown marker in it - not looking like a new table.

I call again and tell them that the fix didn't work. They offer me either a $30 discount (on a $750 table) or they tell me that i'll have to wait 6 more weeks for a new table (i bought this thing in Sept 2013 - its now Nov). I want what i paid for so i say let's wait. It's worth noting at this point that not one person has apologized for the trouble.

Table is finally ready 6 weeks later, i miss a fourth day of work. Table is supposed to come at 1PM, so at 4PM i get a call that the delivery truck has an issue and my table won't make it today. (again no apology)

I miss a fifth day of work, get a call that day that the table has been damaged and won't be coming. They tell me I'll have to wait another 6 weeks...again with no apology...At this point, i basically lose it. I asked the customer service manager to write my table off completely for the trouble. They can't do that, yadayada - eventually they offer me $150 bucks and, even though it doesn't begin to compensate me for this, i take it - i just cant stand working with them anymore.

Beyond all the missed time at work, the worst thing is that not a single person ever apologized to me for the trouble through the entire ordeal. Understand that if you buy from them and there is an issue, these guys absolutely aren't programmed to do the right thing.

Good luck and happy...

Good products and fair pricing but Very poor costumer service. We decided to buy a sectional from Ashley furniture. Went into the store to look, salesman was very pushy and walked around the store sitting on furniture with us. We thought it was weird but whatever... we were desperate for a couch. We found a design we liked and ordered it to fit in our living room. On delivery day the sectional came to our house but was completly backwards, did not even fit properly in our living room when all the pieces were put together. This is not how we ordered it either! I called the store 3 times so we could get our couch the correct way. First time i got hung up on, second time i was told the employee that helped us in store was no longer working there so " it's our word against his" as to whether or not we ordered the couch correctly the first time. I was told the manager would be in touch with me in a few minutes. 4 hours later I still hadn't received a call so I called back. Again I was told that the manager was not available to help me so I needed to wait longer. Eventually someone called me back. We were told that it was basically our fault that the employee ordered the wrong couch and it would be another 2 weeks before we could get the correct one and for them to pick up the wrong one. Also we needed to pay an extra $100 delivery fee even though it was not our fault! At this point we were just so irritated with the whole situation we just paid the fee so we could get it over with. Fast forward two weeks to the delivery of the new couch. I got an automated call with a delivery time and confirmation of our address. But the address is wrong! I call the store to tell them the address is wrong and it that the new couch is to be delivered to the same address that the one two weeks prior was delivered to. The lady on the phone had a very bad attitude with me and said that now the couch might not get delivered on the day they said it would. Well I already was off of work for that day so they needed to have it delivered the day they said it would be, it wasn't our fault they got the address wrong! In the end, we did get the correct sectional deliveries by very friendly and helpful people. But wow the customer service by people in the store was so poor it was unbelievable! Will not be shopping there again after this very...

I purchased a sectional couch last November 2018 for my big family. I even stressed that my furniture will be well used. I was told about an extended warranty and purchased that as well. I called the store after one month of receiving my couch because it was starting to look like an old teddy bear. The fabric was and still is pilling. I was told to purchase a fabric lint shaver and it will stop. I have purchased 3 lint shavers and (this is a big sectional couch) spent hours and days on this and it still is pilling.

In April 2018, I noticed a hole in one of the cushions and called the store. I emailed them pictures and they sent me the wrong cover. My mistake was I waited until November to open the package, (I was waiting for the hole to get worse) they sent me the wrong cover. They sent me the corner cover and not the one for the armless couch piece. I called the store and since it’s been over a year, just over a year by maybe a few days, there is nothing they can do for me.

Then I noticed a spring starting to come though and a cushion zipper is falling apart. When I called the store about the wrong cushion, I also mentioned this and they had me call the warranty place. I made a claim with the warranty place and I was told there was nothing they could do because it was not a single situation or incident. Are you kidding me? I paid a lot of money for a sectional couch that is completely falling apart. Plus extended warranty.

Now I am waiting for them to find out how much it is going to cost me to purchase two seat cushions.

My couch that I purchased a year ago looks like I have had it 20 years. I highly recommend not to purchase anything from Ashley Furniture. I will never purchase anything from them again and I am still in the process of replacing all my furniture in my house. Now I might have to purchase another living room set due to the fact that I received poor quality for a lot of money from Ashley and even though I purchased the extended warranty....but doesn’t cover anything! It was all a waste of my hard earned money and totally taken advantage of!

UPDATE!!!

I did receive a call back from Ashley and it is going to cost me $35 for the cover and $30 for the...