Ashley Store — Local services in Dundee Township

We recently made 2 purchases from Ashley in Algonquin. I’ve hesitated to write this review because I don’t like to be negative but I feel other potential customers should be aware of my experience. While we were moving, I saw an ad run by Ashley for 30% off your purchase if you spend over X amount of dollars. Once we closed, I called Ashley and spoke with the manager. He said the sale was about to end but he would honor it for me if I came in by a certain time frame and said he would make a note for his associates. When I went in, I was greeted by a woman and told her about the 30% discount. She immediately dismissed me saying they weren’t running it anymore. I explained I spoke with the manager and he was going to leave a note but she made no attempt to verify that and shut me down quickly. I called my husband and told him what happened. He told me to leave - they work on commission and shouldn’t be rude. I told the associate I would come back when they were running the sale because I need furniture and was prepared to buy it all tonight so I was disappointed. Suddenly she was able to honor the sale. I walked around and selected several things. I got a great deal, they were even able to match/beat the online prices on a few pieces. I left feeling happy I got the furniture I loved despite not a great experience with the associate.

Fast forward to delivery day - the drivers arrive. They explain they are a 3rd party service, not connected with Ashley. Driver mentions they accept tips and asked for something cold to drink. I had a big order so I was happy to give that to them along with a tip since it was a lot of work. After they brought the last pieces in, it was clear the loveseat didn’t fit. I was previously told by the sales associate that Ashley policy is no returns after the drivers leave. If the piece doesn’t fit or you don’t like it, it must go back with them that day or you are stuck with it. I let the drivers know right away it doesn’t fit. They acknowledged yes it’s too big but tried to help us move it around to see if we could make it work. But we couldn’t. I asked them to take it back. They were annoyed, it became very tense in the room. They went into a story about how they don’t work for Ashley and Ashley lies to their customers saying returns have to go back that day when really they have 72 hours. Said it was too hard to put it back on the truck because they had more deliveries that day and insisted we had 72 hrs. The driver even made a note in his system the piece was too big, he said. I accepted this and tipped them and they went on their way. I call the store immediately, the sales lady I worked with isn’t there nor is the manager. The person at the store told me I had to talk to my original sales lady and he couldn’t help me. He also said I could call GRT, the customer response team. I call GRT. They said absolutely no returns unless damaged. The 72 hrs the drivers spoke about was only for damaged items. The couch was now mine. They checked their system and there were no notes saying it was too big, like the driver said. My heart dropped. The drivers had lied to me. And I tipped them. After that, it became impossible to get ahold of my sales associate. I left multiple messages and was frequently assured I would be called back “in 5 minutes” and never recieved a return-call. The sales lady had even given me her cell phone, I tried calling and texting, radio silence. The next day we called GRT and they refused to do anything. They said it was a known problem with the drivers lying about returns. So I pushed and pushed; if it’s a known problem, it isn’t the customers fault and something needs to be done. They finally agreed to let me exchange it. I had to go back in and try and deal with the same sales lady and communication with her was painful. But I got it done.

It was a terrible experience and I will not return to Ashley Furniture again. I love my pieces, I spent a lot of time picking them out but I would be lying if I said I didn’t think about this horrible experience every time I...

Beware of Ashley Furniture’s Misleading Extended Warranty – A Nightmare Experience

Review: Last year, we purchased furniture from the Ashley Furniture store in Algonquin, IL. During the purchase, the salesperson strongly pushed the extended warranty, assuring us it would cover accidental damage, including something as simple as water stains from glasses. Trusting their recommendation, we decided to purchase the warranty for $900, believing it would provide peace of mind.

Fast forward to this year: a small amount of water spilled onto our dresser. We immediately wiped it up and were relieved knowing we had the warranty to cover exactly this type of incident. Unfortunately, this is where the nightmare began.

The extended warranty provider listed on Ashley’s website wasn’t the one we were actually covered by. This led to over a month of delays, countless hours on hold, and ultimately being told by the first company that we didn’t even have a policy with them. When we finally reached back out to Ashley, they said, “Oh, you’re covered by a different provider.”

We contacted the correct provider and spent another month submitting images, descriptions, and paperwork — only to have our claim denied because water damage is not covered, completely contradicting what the salesperson had told us at the time of purchase.

When I called Ashley’s to escalate, they outright refused to take responsibility for their salesperson’s misrepresentation. Instead, they blamed the third-party insurance company and claimed that once a year has passed from the date of sale, they are no longer responsible for anything. I explained that our initial claim was filed well within the year, but they said there was “no way to verify” this and ended the call with a dismissive, “Have a nice day.”

This experience has been nothing short of horrible customer service. Ashley Furniture sold us a product under false pretenses, and when we tried to use it, they abandoned us completely.

Ashley Furniture has lost a customer for life, and I hope this review warns others:

The extended warranty is not as comprehensive as salespeople claim.

If a salesperson misleads you, Ashley will not stand behind their word.

Be prepared to spend hours dealing with third-party companies and get zero accountability from Ashley.

Save yourself the headache — shop elsewhere or, at the very least, do not purchase their extended warranty.

Update:

After posting my original review, I saw a response from the Ashley Furniture owner apologizing and providing a phone number, stating they wanted to “learn from this” and “make it right.” At first, I was hopeful. Unfortunately, this now feels like more of an arbitrary gesture than a genuine attempt to resolve the problem.

I called the number provided and spoke with a representative who was polite and apologetic. During our 45-minute conversation, they even admitted that this type of damage should have been covered by the warranty. That admission confirmed what I’ve believed all along — the core issue is a lack of alignment between Ashley, their third-party warranty partner, and their sales team.

How can Ashley partner with a company to support their products without fully understanding what will and will not be covered? And why aren’t their salespeople properly trained to clearly and accurately explain this to customers at the time of purchase? In my industry, we constantly audit our partnerships to ensure we’re delivering the best possible service to our customers. Ashley clearly doesn’t hold their partners to the same standard.

The representative even attempted to place us on a three-way call with the warranty company to mediate the issue. For a brief moment, I thought we might finally be on the path to resolution. Instead, as soon as the warranty company joined the line, the Ashley representative dropped off the call completely. Whether intentional or not, it felt like a way to avoid direct accountability, leaving me to navigate the situation alone...

This is a cautionary tale. You might be treated different. I tell it to share my experiences. Give you fellow shoppers an idea of what can happen. Had one of the worst shopping experiences I have ever had here tonight. My wife and I have been looking for a new mattress, a base and some tables for weeks. Takes a lot to lay on dozens, manage prices, look at sales, changing prices, they do free delivery but not for that, can do a special discount but not on 60 months only 36 ect. Money down here but not there. Did we tell you no warranty if you buy this with that... So it's taken a long time. I have been on review sites, good housekeeping, test date all that. Finally we know what we want to sleep on, just need to discuss price and plan. I have talked to a few different reps and had one I really liked and one we didn't. These guys all work on straight commission so they are all HUNGRY. We even had a bet going if we could sneak through store and make it to mattress side without a vulture clinging on to us. We didn't. So we get to them and of course the guy we liked the least was right there. Gave off an uneasy almost creepy vibe. Damn. He's got a little white coat on and I think he thinks he's a medical professional. Locks on to us, he is planning on eating tonight. Bee lines to us we turn away, try to give off a vibe that we arent ready to talk. Hes not having it. Im looking all around, hoping against hope i can spot the head of the man i really came to see over all those sofas and head boards. Please save me. Well in for a penny, I start to tell him what I have decided on and researched and he immediately jumps in on me and tells me how he's a specialist and is trained and has been doing this like 20 years and how he is a master. Going in to coils and pressure points.... I asked him why many personal reviews completely contradict what he said and he brushes me off. Well he says we need to buy his recommendation for about $4,000 more. Which by the way this brands pays him a higher commission and had its name on his bright white dr coat. I begin to wonder if he is an expert on earning more instead of selling me what I want? Now remember we have spent time with him before and my wife even said to him a few times, my hubby has to be ok with this. So he stops talking to me turns to my wife and say "your mom and I have already agreed to what you need. " wow ok that happened. She is stunned mouth open. First you think she looks so bad she is 20 years older than me. Second you think so little of me your saying I'm some 40 yr old guy having my mommy buy me a bed? Third we are shopping for a split king and have told you she likes her side softer than I sleep so you know we both sleep in the same bed. Your saying she's my mom and we sleep in the same bed together? Dude where the heck did you come from that that is ok, or are you really trying to insult us? Never slept in the same bed with my REAL mom as a toddler, not condoning it in my 40's. But im not judging here, do your own thing as an adult if it makes you happy. Wife's jaw still on the floor he says something about having 4 kids, mistakes happen. He tells me they can't sell me the combo I want that the other guy said a few days ago was fine. All kinds of contradictions and games. The whole time giving me a condescending tone. Not listening at all to me. Expects we should just pay $8,000 for the mattress he wants us to sleep on. BTW that's for the mattress, the base is another $4,000. Plus the tables we were buying. Hey Mr. Doc if that kind of money is no big deal, how about you loan it to me??? Any way that's my experience at this store, yours may vary, but don't say I didn't warn you! We walked out went to a different store. the bed I wanted is coming next week. He never even said anything as we left. I think I'm going to hassles from now on. They have...