Ashley Store — Local services in Joliet

I purchased the Charmond King Upholstered sleigh bedroom set, which is advertised as wood on the website and in the store. Upon deliver about 6 months ago after inspecting the dresser, I noticed several damaged areas at the bottom which had been colored in with dark red marker. I immediately contacted customer service, whom stated a replacement dresser was ordered; however, it was not currently in stock. I recently received a call stating the dresser was in stock and would be delivered 8/26/22. I took the day off of work awaiting the delivery for the delivery team to arrive at my home, with another damaged dresser. I paid 3500 upfront, and my clothes are back in a tote, UNACCEPTABLE! I asked the driver can I inspect the dresser, prior to him bringing it in my home, then he reported the Ashley distribution team inspected the dresser, saw the damage but thought I my accept it like that, UNBELIEVABLE! I refused the delivery & proceed to contact the customer care line. All of the customer service reps were rude, the call center manager Rob was the worst. He was very nonchalant, arrogant and dismissive. I called Ashley Corporate Office and was informed, Ashley Furniture in Romeoville is out of their Jurisdiction and they were unable to help me. I was informed by Ashley furniture call center that the escalation team was out of the office. Absolutely no one has tried to rectify the situation or accommodate me on any level. I can't even get a guarantee that I'll receive another dresser this year in a good condition. The manager Rob explanation was, "The distribution center takes the items out the box to inspect them". My response, "Yet they saw the dresser was damaged, and sent it out anyway unboxed on a truck with other furniture, which probably caused more damage. I want my money back or a brand new dresser and need some legal assistance. I rate Ashley furniture zero stars.

Update- Ashley furniture contacted me in an attempt to exchange my damage dresser. They arrived on 9/14/22 with another damaged dresser, see pic below and absolutely no one from the company has reached out regarding another delivery date, nor refund. I requested a call from the supervisor and as of 9/19/22, I haven't heard from anyone

I’ve reported them to the BBB. Their services don’t...

I have bought all my furniture from this store , my last expierence with them was a disaster. We go in to buy a couch and entertainment stand one night . Sale part with kim was great , were in and out . They delivered the couch and entertainment stand , the couch was broken once they brought it in . They took the couch away and said it would have to be delivered again. The entertainement center shelfs were not installed because driver said that they don't install those 2 shelfs for the center. They brought back a new couch the next day . I was told by the store it was going to be at 9am they would be here , that we were first on the stop. Well 8 o'clock at night arrives and they finally arrived . We go to install the shelfs and noticed there both damage , contact ashley and was told new ones would come in 7 -10 days . 2 weeks went by, I contacted the store again , Kathy I spoke with and she said I could come to store and get the display model shelfs , since these ones she found out were ok back order . I get half way to the store and she called me to tell me that she can no longer do that. I called in to talk to the store manager and tried to explain what is been going on and she says she knows what's been going on. The store manager would not let me get a sentence out and listen to what I was trying to say . She was rude to me since moment we started speaking. We both exchanged words after her not hearing my side of the story , I hung up the phone and called to speak with Kathy again. I told Kathy I'm done with this company and I wanted a refund. I was then transferred to the store manager Starr ! Star informed me that I'm not allowed to contact her store , or contact anyone from her store or allowed to be at the store ever again . Sad becuz ever piece of furniture I own is from ashley , but poor manager skills and terrible location . Will be shopping some were else from now on . If I were you I would choose a different location ! Store manager Starr is not a responsible manager and this store location...

No stars if possible... Have purchased from this location on several occasions but was very disappointed with my last experience. Recently bought a new sectional and chaise chair from this store. I am color blind and questioned the sales person on the color of the chaise. She assured me it was a true gray and claimed the color variation on their "poor lighting" (even though the I felt the chaise had brown tones in it I made the mistake of taking her word on the true color) Chaise was delivered, set up in our master bedroom and it definitely had the brown tones that i feared and does not match the gray walls or carpet in our bedroom. I called customer service the very next day, offered to bring it back myself and was told "we do not accept returns" What??? In todays day of age of brick and mortar retailers getting killed by online merchants how is this possible? I told her I reviewed the terms of the sale and no where does it say all sales are final. She informed me of the fine print where its says that "they reserve the right to deny any returns" So basically they have a "blanket policy" to hide behind that sentence and not accept any returns. Horrible customer service.. After arguing she told me she would speak to her manager and get back to me and that possibly I could return it for store credit. I was ok with that and was willing to buy another more expensive chaise in its place. Low and behold one week later I have not received a return call and I still have this chaise sitting in my bedroom with the tags still attached. Good thing I purchased a sectional as well that day because my very unhappy wife has been making me sleep on it. Watch out ASHLEY FURNITURE, employees and policies like this are going to lead to your downfall and closing like most of the other big box specialty retailers. I found the same chaise on an online retailer with free shipping for less money... And they have a no hassle return policy.. I see a future similar to Carson Peri Scott and Sears in...