Ashley Store + Outlet — Local services in Janesville

LET ME BEGIN BY SAYING I AM NOT ALLOWED TO GIVE ZERO STARS. ABSOLUTELY RIDICULOUS, MISERABLE AND PATHETIC CUSTOMER SUPPORT I HAVE EVER SEEN IN MY ENTIRE LIFE. IN STORE AND THEIR CENTRAL SUPPORT.

Bought a swivel reclining chair from them in January 2025. The cord to the swivel n recliner ripped off in a few weeks after purchase. First instance they just gave me an extension cord which helped solve the reclining problem but the chair won't swivel. Called them again bringing the problem to their attention. Was told some parts will be sent to fix the issue. A month later when the technician came to fix it he was expecting the parts to be directly shipped to me but to everybody's surprise I was told they were not even shipped. Another 3 weeks go by parts arrive and the technician came and was told that it's the wrong part. 22nd April TUESDAY was the third time them trying to fix the problem. The repair guys don't even take time to figure out what the problem is, I insisted and helped them to finally do some effort on trying to figure out THE ACTUAL PROBLEM. Now I was in no mood to fixing the problem but needed a replacement which I requested to their MISERABLE CUSTOMER SUPPORT. I was told that the matter was under review and they will call me with an answer. Never heard back from them until Friday so I called again and again their PATHETIC CUSTOMER CARE had no answer and was told in latest by Tuesday will have an answer. Haven't heard from anybody until today May 5th. So I called them again and to my surprise no decision had been taken and they will get back to me by end of business today. Finally got a call that they have ordered parts and I have to wait 4 more weeks for the part to arrive. May 30th is when it is supposedly going to get fixed. They declined to replace my chair. Went to the store to talk with the manager MIKE but he has no authority to take a decision of replacement. He offered to replace my faulty chair with the in store on display chair but they never offered to deliver/swap the chairs out as a courtesy. That if I choose then I have to do it myself. CUDOS CUSTOMER SERVICE. AFTER 4 MONTHS OF PATIENTLY WAITING FOR THEM TO FIX MY PROBLEM THEY DONT EVEN HAVE THE AUDACITY TO EVEN OFFER ME A COURTESY SWAP OUT FROM THE STORE & MY HOUSE. When I asked what of if the problem is still not resolved by MAY 30th. No answer, CANT EVEN PROMISE TO GIVE A REPLACEMENT FORGET ABOUT DOING ANYTHING OUT OF THEIR WAY TO MAKE AN ANGRY CUSTOMER HAPPY. FIRST AND LAST TIME MAKING A PURCHASE FROM ASHLEY. THEY ARE A JOKE WHEN IT COMES TO CUSTOMER SUPPORT. And by JOKE means putting it VERY...

This is Ashley HomeStore’s version of white glove service, an unpredictable delivery time, and I assembled furniture. If you are lucky you will even receive all of the furniture that you bought.

My Ashley HomeStore experience:

The delivery men were expected after noon. They showed up about 5pm. I was not happy I took the day off of work to wait around all day long. They arrived and brought in a kitchen table, 4 of the 6 chairs we ordered and one stool that goes to the buffet that was still in the box. The delivery guy said it would take him 3 hours to assemble the buffet, I asked him to at least bring it into the house. He brought it in and left it in the living room and left.

We called to find out where the rest of our furniture was. The person on the phone apologized and said that they will deliver it on Saturday. Saturday came and after sitting around most of the day I recieved a call informing us that our delivery would not be happening today since the delivery guys had called in sick. Great. Another day wasted.

The new delivery date is now Sunday. We were home all day because we had no clue when they would arrive. We had given up hope that our remaining furniture was going to show up, then around 8pm a truck arrived! They dropped off our chairs and stool then left. By this point I had given up on hopes of them assembling the buffet like they were supposed to. We were just happy to finally have all of our pieces.

After our experience I can NOT recommend Ashley HomeStore or Appliance and Furniture Mart. You might as well order it from BoxDrop or Wayfair and save yourself a bundle of money, after all you will likely end up assembling it yourself and moving it into place when your done. We have had much better experiences buying furniture from The Comfort Shoppe, they are right around the corner from...

I would not recommend this place to anyone and I will never buy anything from this place again! I spent $4762.25 one 2 items a mattress and a tempurpedic adjustable base. I paid for everything and left thinking everything was under control, but then I get a call saying the adjustable base is discontinued and would I mind getting a floor model? I agreed as long as it was the exact same one and everything worked on it. I was assured it would be and the warranty would still be the same as a new one. Delivery day was a nightmare, communication has been a nightmare. When I finally went to set up my tempurpedic smart base, I found out they gave me the wrong model and it was not the smart base, I thought I ordered. Also, while setting it up I had to do a google search on how to do it because there was no manual included with the floor model. I contacted the person who sold it to me and was offered the part that was needed to make this into the model I thought I was getting, which this person had won. I got a whole $300 off of a 5 year old floor model that was not the model I ordered. They had no problem charging me the whole price for the new and improved model minus the $300. When I went to go pick up the sleep tracker, the manager was there and told me he would relook over my account the next day and give me more of a discount and they would give me call to make sure I was able to install it myself. No call, no discount, nothing. Plus, the sleep tracker that was given to me was also not the correct one, it is supposed to be the Sleep Tracker AI which monitors your sleep and then if it detects you snoring it is supposed to automatically raise your head. I feel totally ripped off on this deal and they do not care at all about their customers, just how much money they can make. Run from this place and do...