Ashley Store — Local services in Elgin

Buyers BEWARE! I want to start by saying Vanessa, the operations manager corrected the issue that I did had, and double checked my entire order once I brought my concerns to her so she is not apart of my bad review. I will also say Darius, who I initially met on my first day in the store was a pleasure to work with so he is also not the reason why I am giving a 1 star review. It is because of Calla - one of the store’s managers that I am giving this store a 1 star review and I gave them a 0 star review when I received a text asking me to rate my experience. Initially I came in the store for a living room set, that is where I met Darius. I shared that I would like to shop around more at other stores and he gave me his hours so I knew when to come back if I wanted his assistance. Two days later I came back but he had just left for the day and that is where I encountered Calla, one of their managers. She said that Darius would receive half of the credit for my sale and she would get the other half so I was okay with that. In total, I ordered 3 items for my living room and several items/pieces for my bedroom. The bottom line up front is Calla attempted to fast talk me and acted like a used car salesman. She blatantly LIED to me about not charging me for a furniture protection plan (that I did not want) and she “accidentally” charged me for a king sized mattress instead of a queen sized mattress. With the protection plan she initially stated I really want you to have this so I spoke to my manager and we are going to only charge you half of the amount ($250) then later she told me she’s going to give it to you for free and not to worry that I see it calculated in my total because it just has to be there. -oh and she whispered this like she wanted no one to hear -there was a coworker of hers sitting close to us and her manager a few steps away at the desk. Just know when I recalculated she definitely charged me for it ($499+ tax). What she did to compensate for it (I realized this and so did Vanessa the operations manager) she lowered the sales price on some items. All in all I was OVERCHARGED by $1,000+ tax ($500 for the King bed) and $500 for the furniture protection plan. When I called about the King mattress overcharge Calla changed the prices immediately (and seemed fake shocked). I thought it was an honest mistake but based on her other behavior I see that it was not. Thank you to Vanessa for being HONEST, fixing the other issue immediately, and listening to all of my concerns. Do yourself a favor and do not allow Calla...

I don’t normally do reviews. But I left Ashley Furniture today in tears. It all started back in Oct. 2022. Marcy took care of us and was very nice when we came in to buy our couch. We sat down and I told her several times that I wanted the wicker color couch. She even repeated it. Somehow between me signing in store and delivery (November 2022), it got turned in to another color. It was also filthy. I’ll admit I did not read about the not accepting furniture thing and figured I could just return it and I definitely think that needs to be disclosed each and every time there’s a sales transaction. Anyway, I went up to the store and Expressed my frustrations (because I was also lied to about delivery) with customer care as well as Trey. I verbally told him everything and he told me I would be able to STILL get the couch in wicker when it became available. In the meantime they would replace the dirty pieces. I remember telling him it was the wrong color. But it was not documented. I went in today because all this time I thought I was waiting for a couch but now they are saying they won’t honor the exchange because I signed upon delivery and they replaced dirty pieces. Much of my frustration is the fact that Marcy is saying she ordered it in the right color. She did not. There was a lot going on that day and she must’ve gotten mixed up. I have three children. I do not have time for cream couch. I’m also frustrated because Trey looked me in my eyes today knowing we discussed this but because it wasn’t typed in the notes, we are stuck with a 3K couch in a color I did not want. I wish I would have rechecked the sales agreement before leaving, but I didn’t. For me it’s about integrity. I have no reason to lie. I even still have screenshots in my phone WITH the date I ordered of the wicker couch because that’s what I thought I was getting. They are saying nothing can be done but some CAN be done about it, they just don’t want to. They can own up to their mistake of ordering in the wrong color from the beginning as I owned up to not rechecking the sales agreement. Mistakes happen. I get it. But not owning up to...

After making several trips to both locations over a two week period and looking at MULTIPLE pieces of furniture for our new home, we were finally ready to pull the trigger.

While Sheri was ultimately the associate we ended up purchasing from this time, every associate we came in contact with (Sheri, Ed, Skye) was extremely helpful; never pressuring us into buying. In fact, the first few times we visited the store, we specifically told them we weren't ready to purchase and they were still just as friendly and helpful regardless of the sale. Sheri, however, was fantastic and won our business this go round!

When all was said and done, we purchased a couch, loveseat, chair and a half, ottoman, coffee table, 2 end tables, 4 bar stools, 2 accent chairs, a metal bed frame, a chest and dresser with mirror for our living room, kitchen and bedroom. Woofta...

We also previously purchased our sleigh bed, leather sectional (thank you, Ed) and our formal dining room table and chairs from Ashley and been very happy each time.

We've only ever had one issue with the quality of the furniture and while it wasn't quite satisfactorily handled, due to their old extended warranty carrier, we still have the table and I still love it! We've also been fortunate enough to never have issues with delivery and/or set up.

All in all, our experiences with Ashley and their team have generally been pleasant and we've always been pleased with our purchases.

Looking forward to our new arrivals; which will begin arriving up next week. Fingers crossed our experience continues to be a positive one!

Thank you Ashley Furniture, and thanks again to Sheri for being...