Ashley Store — Local services in Downers Grove

On June 25, we ordered a custom couch from Ashley furniture. An associate helped us design the dimensions and assured us multiple times that it would fit the space.

When the couch was delivered, it was missing legs for one section of the couch. The delivery driver shared the warehouse made a mistake and called his warehouse manager on the spot. That manager assured me they would deliver and assemble the couch legs that day, ensuring the couch was complete. The delivery driver also shared I needed to provide an e-signature in order for him to leave my home. I provided my e signature because I didn’t want strangers in my home.

The warehouse did not come that day, requiring me to call Ashley multiple times to get the legs shipped. It ultimate took 10 days for the legs to arrive, leaving a section of the couch flipped upside down in my house the entire time.

After the legs were finally delivered and the final assembly was completed (requiring another service scheduled), it was clear that the couch was not properly designed, and was too narrow to be functional.

After seeing the poor couch design, we called Ashley again to request a replacement. All we wanted was to swap two pieces on the current couch for a different one that would fit better due to the original associates mistake when ordering the original couch.

Ashley shared that since the delivery was more than 48 hours before and we signed the form from the delivery driver, we were not guaranteed a replacement. Keep in mind that the delivery driver would not leave my home without a signature and the assembly delay was due to multiple service failures by Ashley, not any delay from us.

They also shared that we would hear back about the replacement within two business days. We didn’t hear from them for over 6 business days, requiring us to drive to the Ashley store to speak with an associate.

We met with the store manager, who acknowledged the multiple service failures and submitted a replacement request to the Ashley corporate office. The manager shared that although she would do her best, replacements are not guaranteed (even in the case of egregious service failures) and could take up to 6 months to resolve.

10 days after speaking with the manager, I received an automated text from Ashley requesting a time to come back to our house. I thought they were sharing a time to finalize the requested replacement. I called the Ashley store to confirm, only to find out it was not a replacement, rather a repair request to assemble the legs of the couch. Keep in mind, they had already assembled the legs weeks before.

I shared this information with Ashley’s automated service and the manager. The manager asked that I continue to wait. A few days later, I received another automated text asking to come into my home. Again, I asked what they planned to do. The automated Ashley support said that my replacement request was in fact denied, but they could come back to assemble my legs.

Given Ashley furniture had messed up every service request throughout this month long process, it is clear that they are either incapable of managing simple service requests, or are fine taking customers’ money without fulfilling their obligations.

Either way, it was the absolute worst customer experience i have ever had. I spent hours proactively dealing with this issue and Ashley Furniture could not even keep the order straight, let alone resolve my issue.

I will never order from Ashley furniture again and would strongly advise all others to do the same. This is an incompetent and unethical organization that only cares about taking customer money without fulfilling their own service...

Please, spend your money elsewhere.

First experience with Ashley and surely the last one. One year ago, September 6th 2021, we made a big purchase that included a table, a bench, 7 chairs, a bed frame and a mattress. As we entered the store we were informed that they have a discount for Labor Day, once we showed interest in the table, bench and chair set the discount increased. Because we were looking for a bed frame as well the salesperson said that if we're getting that one as well the discount would increase, plus if we're getting a matress the mattress would be $500 off. We would need a mattress anyway so considering that sounded like a good deal to us we tried a couple of mattresses and settled on one we liked. We ended getting all the items mentioned, we paid and just as we're finishing the checkout process we looking at the invoice and everything seemed off. First, the discount % was different than what we were told, second there was no $500 off for the mattress. It was more then $1000 difference in what we were supposed to pay and what we paid. We calculated on paper everything, showed each step of it to the salesperson. He tried saying that everything is fine, just their system shows the discounts differently, meanwhile he wasn't able to justify the more than $1000 price difference. He even tried saying that he didn't mention at all the $500 off the mattress, then he said that it was for other mattresses, then that it was a mistake he made as there weren't any discounts for the mattresses. Also, he wouldn't say all this at once, he would in the back, suppose to speak to the manager and keep coming back and saying these different things. No manager came to speak to us directly. We spend more than half a day in the store, explained the situation to another employee who seemed to understand it all. I mean what's not to understand when we calculated everything in front of them, but no, again the story started, that discount is not available for the bed, not for the table and chairs set because we got too many, blah blah blah, they just kept gaslighting us. In the end they agreed to refund us some money, nowhere near the amount they actually had to refund, but promised to looked further into the matter. No, they didn't get back to us, not even after going to the store a 2nd time and again them promising to look into the matter.

The order was supposed to arrive within 6-8 weeks, written on the invoice as well, assured personally by them that it wouldn't take longer as we specifically told them that we're having family coming over from Europe for the winter holidays. Turns out we spend the holidays without a table.

Finally, the matress, bed base and bench arrived at the end of December 2021, the bench came with scratches and since then we have no updates for the replacement delivery. For the rest of the furniture they keep giving different updates each time we would call. Finally, we received the table and chairs exactly one year after making the order, September 3rd 2022, and each item has at least one issue, not even joking, chairs wobbling, wood frames poorly manufactured, the table damaged in 2 spots. I don't think they have any quality control checks before sending the furniture.

Meanwhile, still waiting for the bed frame to be delivered, don't even know when and zero updates...

I wish I could give this store 0 stars! Do not purchase from Ashley, they're customer service is the worst! They do not honor their one year warranty and make you use your extended warranty for something that is clearly a manufacture defect. I purchase a bedroom set that included a chest back in November of 2023. At first look everything looked fine after everything was put together, but last week when I was clearing out my running clothes to reorganize, I noticed a significant crack INSIDE the chest at the top. Additionally, the backboard to the chest is no longer secured to the chest and I'm wondering if it ever was. Once they put the chest together and put it against my wall, it has never been touched other than putting my clothes in the drawers or on the shelves. So how the backboard comes away from the chest and this large crack happen INSIDE the chest I have not idea. I was told that it wouldn't be covered under the warranty and I have to use the extended warranty. I feel as though they were eluding to my being at fault for this. I went into the Ashley store to get this resolved only to be told I had to call a number. After going through hoops to get pics uploaded and such, and finally getting Angel (because the other two I dealt with truly were not helpful) the so called escalation specialist who said she would be able to help after i specifically asked to speak with someone who can make decisions. She told me she could get the piece back to showroom quality and what she would do is order the parts and get them sent to me, then when they arrive we'd schedule a time for a tech to come out to repair the chest or determine that it would need to be replaced. Never did she say this still needed to go through the approval until TODAY (10/9/24) when she told me the claim was reviewed and they denied it. This is AFTER she said she could get it back to showroom quality. Just a bunch of liars and crooks and it's ashame they are even still in business with all of the negative reviews they have. Check out the BBB if you don't believe me. I will never step foot in an Ashley ever in life and I hope anyone reading this...