Ashley Store — Local services in Gurnee

So, my wife and I come in with a swarm of 4 children to shop for a new kitchen table. Right away, Charlie AKA Top Gun, swoops in like an F-22 Raptop fighter jet. He is the most relatable sales person I've ever worked with. There was no cheesy sales guy type banter. Charlie was honest, straight to the point, saw we had a lot going on, and demonstrated that he valued our time. He worked with us on price, and everything was taken care of quickly while my children sampled ever couch and chair. We met with manager Craig (AKA Craig Mac as he is called endearingly by his colleagues), and he also ensured we had a great experience. Very cool guy, and he's definitely done a great job creating a very personable and relatable sales team. Hang on, I know all this because the story evolves...

So the table arrives, we offer to assemble it ourselves, and somewhere in that exchange... we did not receive any bolts to attach the legs. Called customer service, they say it'll be awhile to ship new ones because of course it will be, but what can ya do? All joking aside, this is not the Ashley store's fault at all, this was a shipping mistake! That could be the end of it and I'd still leave a great review for the store... but again, hold on... there's more.

Now, knowing that Top Gun Charlie has never steered me wrong, and Craig Mac was so eager to help last time to ensure we were satisfied with our experience, I decided to drop back in to the Ashely store. I wisely brought the table leg with me in order to see if they, per chance, happened to have any spare bolts that would fit my table. Unfortunately, I didn't consider how menacing I probably looked with a table leg resting on my shoulder like a baseball bat... so when Lori (another sales lady, super sweet, very kind) and I locked eyes while training a new sales rep, I imagine a lot went through her mind. She handled that with such grace, and found it hilarious once she knew I meant no harm! I found Craig and Charlie, asking if they could help me out if this perdicament. They also had puzzled looks, but after a swift explanation, we all had a good laugh. They were so cool, we all chuckled about this entire mishap as well as the optics of me walking in with a makeshift club in my hands. Craig and Charlie searched the entire store, even though this was not their mistake, and though they could not find any nor offer me any off a showpiece, I am very grateful for their efforts. In addition, almost the entire sales team was very apologetic and even took the time to ask me about myself. Again, just above and beyond to be kind, personable, and just genuine people.

Overall, it was just great to shop at a store full of people who were just nice, relatable, and well-humored. They treated my kids, wife, and I so kindly, went above and beyond, and I would definitely shop there again! Thanks again to Top Gun Charlie and Craig Mac! I'll definitely be back, and next time I'll just bring the bolt instead of the...

My boyfriend and I went to look at sofas as we’re about to move out but we were just looking for ideas and not planning on buying anything that day specifically. When we first entered and began to look around, one worker (Hispanic with a very thick accent) was very aggressive with his selling style, trying to get us some credit deal to buy something. We tried to politely draw a line and say that we were just looking and eventually he left us alone. (Key word: eventually)

Later we were looking at mattresses because a bigger bed may or may not be on our list of things to buy once we see how everything fits in the new place. A man in a lab coat very nicely offered any help which we refused but then my bf questioned “why is the mattress vibrating?” The man was very cool and did a demonstration on the particular mattress, afterwards handing us his business card and walking away. That is how somebody should sell.

Later as we were about to leave, we saw some goofy accent chair that had holes in the backside right across from the door and I wanted to see if it was comfy. My bf sat in it, hated it and then assessed it by sitting on it backwards and putting his legs through the holes. He did this because we were genuinely confused as to what kind of chair looks like this and what would you possibly do with it.

The same Hispanic man then started yelling at us to get out, “leave! Goodbye amigos!” and waving us out. We were both astounded at the actions and attitude he held towards us… just because we refused his service to sell us something when it was just never in our intentions in the first place that day. As we walked out, telling him that “we’re on our way out anyway,” he proceeded to STARE us down as we walked out.

There’s probably some things I’m missing or can’t remember because even my Hispanic boyfriend couldn’t understand his accent, but aside from the workers who respected us we were not very happy with our experience. Wish I got...

My husband and I bought a Power Lift chair because I was having hip replacement surgery on July 6, 2025 and needed to have this chair for my post op care. The chair was delivered on July 2, 2025 and we paid $169 for "white glove"delivery service. They delivered the chair to my family room and plugged the chair in. On July 8, 2025 I came home from the hospital. I sat in the recliner and when I hit the button to forward it to a nearly standing position I heard a snap. And the chair stopped working. My husband took a look underneath the chair and saw that the wiring and a white tie strap with a little bag was wrapped around the chair spring. The delivery men never cut the white tie strap from underneath the chair. Because the wire snapped 6 days after the chair was delivered instead of 3, your customer care center said the return policy was void because a defect has to be found within 3 days of delivery. The chair was not defective. The chair broke due to the negligence of the delivery person. It took 3 days for someone to contact us back and they do not want to give us a new chair, due to the return policy, which again is not applicable in this situation because we did not receive the proper "white glove" set up for which we paid $169. My husband showed the pictures to the store manager at the Gurnee, IL location and the manager confirmed proper set up was not done. The store manager said he thought we should receive a new chair with the proper white glove delivery we paid for. However, the store manager did not take any additional steps to help us rectify this situation. It's been 7 days since and we still have a broken chair in the house with no one contacting us on how this is going to be resolved. This is shameful!! It is quite apparent that Ashley Furniture does not give a damm about their customers once the furniture is paid for...