Ashley Store — Local services in Edwardsville

I placed and order for over $6000 in furniture on 7/5/21. Our sales associate was very nice and helpful. We were very clear that we only wanted furniture that was going to be available by 24 July. Every piece (with the exception of a coffee table) was in stock and scheduled for delivery. About a week after the purchase, we received a text that our order was going to be delayed. As upset as we were, we understood. Our new delivery date was set for August 10th. As we approached the end of July I received another text message saying that it was going to be delayed again. At this point I had had enough. After a little work, I was finally able to talk to someone on the phone. The employee helping me was very respectful and tried to help me. She was able to compensate me back $200 for the changes and eventually found a way to keep the 2nd delivery date of August 10th. As we approach that date, I received 2 different text asking me to choose between 3 delivery dates. August 10th wasn’t an option, but August 11th was. Shortly after I confirmed August 11th, I received a voicemail stating asking me to call back to setup my delivery. I called the number back and was informed that my delivery wasn’t going to delivered until after August 11th. The lady on the phone wasn’t able to give me a date and wasn’t very helpful. I asked to speak to someone else and she refused to transfer me. She eventually hung up on me. I called the store back and spoke to the same employee who scheduled my August 10th delivery. She was able to explain why my items were not getting delivered and gave me another ballpark delivery date.

I have bought from Ashley Furniture my entire adult life. I have never dealt with a situation that had me more frustrated than this one. I was very clear when we bought our furniture of when we wanted it. Had we known this was going to take this long I would have looked else where. I am very disappointed with the service I have received and will not be ordering again.

8/9- Received an updated text message saying that the rest of my order was going to be able to be delivered on the 17th of August. I haven’t received any of order yet? Supposedly my entire order will be delivered on the 17th.

8/17- Just received a phone call that my 8/18 delivery (literally tomorrow) is cancelled. Apparently the transfer from Chicago did not happen. This is the 3rd week in a row that the transfer hasn't happened. I spoke with the store manager and there is nothing they can do about or anything they can do to make it right.

8/19- Received a text message saying my order was ready for delivery. I assumed this was the rest of my order, so I selected a date. I received a phone call from an warehouse representative. They called to confirm the date I picked via text. When I asked exactly what was being delivered, they told me it was my entire order. You can imagine my surprise as I thought my entire order was getting delivered tomorrow (8/19). She informed me that it was not getting delivered and it was on backorder. This would have been really great to know seeing that I made plans to receive my order the next day. I told her I wanted to speak to whoever was in charge and she said she would have to send them an email and have them call me.

8/23- I never received a call from the supervisor, but they went ahead and scheduled me for 8/25. At this point it has been pointless for me to talk to anyone. I reached out to the representative that commented on this post, but they just apologized and said I was scheduled to receive my order on 8/19. When I reached out to them about that being cancelled, they told me to call them. Full disclosure, I don't own a furniture store or warehouse. If I did, I surely would not ask my customer to call me whenever I have royally messed up delivery, communication, etc. Needless to say, if I do not receive my order on 8/25 I will be going furniture shopping...

Revised 08.15.19 After writing this review I received a call from Ashley Furniture, and this time they were very understanding of the issues and wanted to make it right. They offered an exchange and a credit as well as a gift card. the woman I spoke with at the corporate office, Linda Wilson, was every bit of nice and empathetic. I enjoyed speaking with her. Some of my initial sentiment still stands...read the fine print, check online, and know the limitations. However, it is comforting and encouraging to know they are willing to and want to turn a bad experience positive.

If I could give this negative stars I would. BUYER BEWARE AND READ THE FINE PRINT!!!!

We purchased 2 loveseats, 1 sofa, and 3 end tables from Ashley Furniture on July 21, 2019. It was finally delivered today, August 10, 2019. There are 3 things that we are unhappy with regarding the purchase. The primary issue is the furniture does not fit in our living room. When we made the purchase we measured our living room several times, and had a print out of the digital measurements of the room. We measured the furniture several times in the store at Ashley Furniture, and knew the fit for the set up we wanted would be tight, but based on the measurements given from the store it would work nicely. One of the things we established with the sales person was that we were concerned about needing to pull the furniture out too far from the wall in order to make the fit work since it all reclines. We were evaluating another set up at a different store that hugged the wall. We were assured that we'd only need a couple of inches of space which is what we allocated. The furniture was set up in an open space so it was hard to fully judge. When it was delivered the furniture requires at least a full 6 inches of space in order to fully recline. This means that it will not fully fit and is unsafe for our 1 year old daughter who I just watched crawl completely behind the furniture like a tunnel. Now we have to move it close to the wall and will not be able to use the reclining functions.

The 2nd issue we have is the way they advertised to us and the hard and dishonest sales tactics. We went in several times that week, but were told to wait until our purchase date because they were having a 30% off one day sale which was "THE BEST SALE THEY'D EVER HAD." We believed them and made the purchase. However, when we got home something felt off. I looked online, and the online version of the store the total cost was significantly lower. At other stores, we would have saved appx. $650 on the purchase and delivery. This means that the sale they were advertising in stores was a direct lie. DON'T BUY IN THE STORE AND CHECK COMPETITORS FOR THE SAME PRODUCTS!!!

The last issue is that when we approached them with these complaints we were told that they "order the furniture specifically for us" and therefore it was nonrefundable. We did not order custom furniture and therefore it's not "specific" to us. Immediately after ordering we would have had to pay a 10% restocking fee, and once delivered, it was completely non returnable. Even airlines, whose policies are horrible, will refund your money within 24 hours. NOT ASHLEY! The details of the contract were explained to us as we ordered, and we initialed. These details were never mentioned as we initialed the contract. Had I known about either policy I never would have purchased from this store.

I will never spend another penny with these people. Not in store. Not online. Worst customer service once they get your money, hard sales tactics, and...

So my wife and I just moved into a new house and we wanted to replace our old living room furniture. We went to a couple of other places before going to Ashley's and they had a variety of selections but whatever was worth buying was waaaaay out of our price range. So, it felt like we were lowering our standards to accommodate what the other stores had to offer with our budget. We almost caved in and bought from one of the other competitors but we didn't AND my wife and I are 💯 that we didn't! The next evening we drove out to Ashley's in Edwardsville to see what they had to offer and listen to me when I say that they have WAAAAAAYYYYYY more options to choose from and their options were WAAAAAYYY more comfortable! They also have reasonable prices that definitely compete well with other competitors. Unlike the other stores where you have to spend hand over fist to get anything worth while, Ashley's has the understanding that they will have customers of all income ranges coming into their stores and they seem to do their best to accommodate. The only ding that I will give them was the lack of speedy service. My wife and I were in the store for about 15-20 minutes before we even had an associate come to talk to us. To their defense, I believe that they were helping other people and may have been low staffed, plus it was later in the evening. However, the manager did find his way over to us and personally helped us himself. So with that said, I'll leave the rating at 5 stars 🌟.

Side note... they offer a bunch of financing options to help the customer AAAAAAAND they're having a BLACK FRIDAY SALE now!!! So if you're looking for whatever furniture you need, I recommend going to Ashley's!

I will continue to use Ashley's for my home furnishings and will recommend them to family...