Ashley Store — Local services in Bradley

Worst customer experience of my life!!!!!! I purchased a mattress 6 years ago with a 10 year warranty. My mattress has been having some structural problems so I decided to submit a claim. The store that I has originally purchased it from had closed down so I called the manufacturer (who were amazing). The manufacture told me that I had to go though Ashley. I called my local store for them to tell me that they can't do anything for me and to call customer care. After 7 attempts at trying to call ( it rings, no one would answer and then it would ask me for a survey) I finally got a live person. The live person told me that they could not find me in their system and then hung up. I called my local store again and they gave me a different number. This time it took 8, yes 8, attempts to get a live person and when I finally did they told me that there was only a 1 year warranty not 10 which I knew was wrong. They denied me to speak to a manager over the phone. So I took to the online chat I was transfer multiple times to different representatives before I got a manager. When I did get transferred to Nicholas I waited an hour and a half for him to reply. When he did reply he did nothing and just transferred me to another person. I was at my breaking point after 6 hours of being tossed around and treated like I was nothing. I ended the day with the manufacture telling me that there is a 10 year warranty regardless and that Ashley told me the wrong information. I will never...

My wife and I purchased a set of couches from this store at the end of May 2023. Within 6 months the back of one of the couches started making so much noise no one wanted to sit in it. It was so loud it would wake our newborn. One side began caving in. The center seat is just a block of wood covered in fabric, and due to the seat next to it caving in, my wife hurt her knee when attempting to get comfortable to breast feed our newborn. We purchased the couches because we needed something comfy to sleep on rotating nights with our newborn as well as our moms to sleep on when they came to help. My wife went through a ton of calls, getting the run around, and finally just talked to the repair company who were more help than any single person from the store or corporate. FedEx dumped 2 massive boxes of parts on our front lawn in the rain and the store never let us know anything was coming nor the decision of what was to be done with our couch. A repairman finally came, added a new back part, and stuffed the seat. Within 2 days it started to cave in once again. The store has been zero help as usual, the repair company told us we could stuff it ourselves!!!! Now the other side of the couch is caving in. $1800 we are expected to pay in full to either be ignored or given half information we should know about damaged products we bought. Steer clear of this store!!! Luke the manager has yet to reach out to my wife nor...

Just had to send back 5k worth of furniture I've been waiting weeks to have delivered to my home because their movers refused to listen to me on how to maneuver the couch through the front door. Upon arrival the 1st thing the mover stated was he wasn't gonna be able to fit the couch through my door. They attempted to move the couch ONCE through my door. I repeatedly asked them to rotate the couch and attempt the move from a different angle. They refused. Next thing the mover does is take pictures and called who I assume is his boss and said they can't move the couch in. I explained to the boss that his worker attempted to move this couch once and refused to attempt any other maneuvers to get the couch in. Boss just apologized and did not offer any type of solution to the problem. I told them pack it all back up and take EVERYTHING back for my refund. This wasn't some oversized sectional couch or giant elongated piece of furniture. Standard couch and love seat plus a dining room set and the entire front room end table collection all sent back because they refused to problem solve for 1 couch. I'll take my business elsewhere. We just moved an entire house through the same door, but they couldn't fit 1 couch in.

UPDATE* Clearly you don't read or listen to customers. Not once did I mention I had an issue with getting a refund. The issue is your customer service and...