Ashley Store + Outlet — Local services in Cheyenne

I am revising my initial two-star review of Ashley Furniture Warehouse to a four-star rating in light of recent developments. After posting my original review, I was contacted by the manager, who extended a sincere and repeated apology for the experience I had. She and her team took full accountability for the situation and provided a partial refund as a gesture of goodwill.

More importantly, she expressed a genuine commitment—both personally and on behalf of her team—to learning from this experience and ensuring that similar issues do not occur in the future.

It is important to remember that businesses are operated by people, and mistakes are inevitable. What truly sets an organization apart is how it responds when things go wrong. In this case, Ashley Furniture Warehouse demonstrated integrity, professionalism, and a willingness to improve, and I deeply appreciate that.

My brother and I were excited to visit Ashley Furniture Warehouse, and we quickly found the couch we wanted. After finalizing the purchase with a professional sales associate, we were informed that the couch would arrive at the warehouse within 1 to 3 weeks, followed by delivery within 1 to 3 business days.

After waiting the full 3 weeks, we received confirmation that the couch had arrived at the warehouse. However, when we contacted the store, we were informed by a front desk representative, Ashley, that the delivery would be delayed an additional two weeks. We were told that the sales staff was not well-versed in the delivery process and had provided inaccurate information. While this was disappointing, I understood and scheduled the delivery for two weeks later.

On the scheduled delivery day, we received a call from the delivery driver informing us that half of the couch was damaged and unusable. I asked why we had not been informed of the issue sooner, and the driver explained that the salesperson had been responsible for notifying us but had forgotten due to being overwhelmed with other tasks. Frustrated by the lack of communication and professionalism—especially after spending over a thousand dollars—I went to the store to request a full refund.

At the store, I was met by a front desk representative named Ashley, who appeared irritated by my request. She stated, “I don’t see why you came in. We can do refunds online and you're wasting time.” I then asked to speak with a manager. The manager, to their credit, was calm and professional. They showed me the undamaged portion of the couch and explained that I could keep and use it while a replacement for the damaged half was ordered. I agreed, and the partial couch was delivered that same day, with an estimated wait time of three weeks for the remaining section.

Four weeks later, I contacted the store again to inquire about the status of the remaining half. I was told it was a high-demand item and that there was no clear timeframe for its arrival. Ultimately, it took nearly three months from the date of purchase for us to receive the complete couch.

While I understand that certain delays can be outside the control of staff, the overall lack of communication, repeated misinformation, and poor customer service were unacceptable. A process that was initially promised to take no more than three weeks extended to nearly three months. Based on this experience, I cannot recommend Ashley Furniture Warehouse to customers seeking timely, efficient, and...

I recently purchased a couch from the Ashley Furniture store in Cheyenne, and I cannot express enough how incredibly accommodating Maia, Dan, and the entire team were during my experience.

I bought the couch shortly after my father passed away, making the process very stressful. The first couch didn't fit despite matching the online measurements, so I had to exchange it. They were extremely helpful throughout the exchange. Although the new couch fit, it didn't quite work for my space. Due to travel, I missed the 72-hour return window by a couple of days because I was traveling. Initially, I thought I was covered by Ashley's 30-day guarantee, only to find out that stores offer just 72 hours.

When I reached out to explain my situation—my recent loss, travel, and the missed return window—Dan, the owner, showed an incredible amount of compassion. Despite their strict 72-hour return policy, he made an exception and allowed me to return the couch. This level of empathy and understanding is rarely seen in companies these days. So much so, it brought me to tears when speaking with him.

Maia, Dan and her team went above and beyond to accommodate me, even though they didn't have to. Their willingness to help, especially in such a difficult time for me, speaks volumes about their customer service and commitment to their customers.

If you're in Colorado and considering purchasing from Ashley Furniture, I highly recommend the Cheyenne store. Their exceptional service and willingness to go the extra mile made a world of difference for me.

I just got my couch picked up and had to add that Haiden and Anthony were amazing and another example of the exceptional staff at Ashley...

I want to start off by thanking Madison, I hope that is her name. Please contact me if that is not, and I will edit and give her the recognition she so deserves. I contacted Madison, about replacing my current theater seating sofa. I presented several types I liked and she returned with the three that Ashley had ready to go. She even arranged to have the previous sofa removed. I told Madison it was a tie between two sofas and I couldn't decide. I told Madison to pick one, I trusted her, and not tell me which one she chose. Well when the guys unloaded it and assembled, she chose well. It was beautiful, the pictures don't do it justice, comfortable, supportive, the fabric is unreal, just like leather but, it's like kinda stretchy. So Maddison set all this up with removal of the old sofa, and picking a sofa for me, that I totally love (it was like my birthday). The two guys that brought it, Donald and Jaylen, they arrived at my house right as I got the fifteen minutes text. Donald asked me to show him where I wanted the sofa. Donald and Jalen took out the old and into the new. They were polite and friendly and busted it out in twenty minutes, that's with showing me how it works. Great experience all around. From Madison to Donald and Jaylen. That's why I buy local, good people, good service, good product.

Edit: I am all about keeping my word. I stated if I got Madison's name incorrect I would come back and give credit where credit is due. The fantastic sales professional that made this happen like clockwork is, in fact, RYNNA! She is absolutely "Johnny on The Spot" with getting your furniture dreams to reality. Give Ashley...