Ashley Store — Local services in Naperville

I would give 0 if it was an option. We ordered 2 couches, a dining set and 2 end tables mid May. The 1 couch was on back order it set to be released June 26th... this is what the rep told u. So we agreed to wait a few extra weeks. June 26th came and went with no couch, we attempted to call for a delivery update and were told that the couch is back ordered indefinitely and the date they had was September 2021!!! We called the store and of course no answer. Went into the store and met with the manager Wally, we were extremely upset and felt as though we were lied to. Wally told us that the rep could not have told us a release date as they did not have one. I assured him we were told it would be in by June 26th. This causes a loud exchange between the manager and my husband. I asked what we can do, we have no furniture in our front room. He just kept repeating himself that his staff does not lie to get a sale, implying that I made up a date and conversation. I asked Wally if there was anything else that would get in its place since we have an empty room. He told me at this point (Early July) a lot of his stock is back ordered due to the great rates and all we have left is out of my budget. At this point I just wanted to cry I was so excited for the furniture in my new house and I am getting no where. Wally said he would call the warehouse and see the exact date it would be in and he would call me back the next day. Well the next day comes and goes… then the following….. I call the store leave a message no returned call. I call again the next day talk to someone who said Wally would call me back, no call back. Finally a week later I call and just ask them to please cancel my order! At this point I have already attempted to call the call center to do that but between hold times over 30 mins, and disconnected calls I have no where to turn. Finally I get Wally, who tells me he can get me the floor model couch, the one that everyone has been sitting on …… but I have to hire and pay for an outside company to pick it up and deliver it. I ask if he can get it delivered since we paid to have everything delivered and put together, he told me no and there is nothing else he can do. At this point I ask him to please cancel the couch I want my money back. He tells me he will have someone from refunds call me back to set it up. Guess What!! No one calls back!!! 2 days letter I call and another associate who tells me he sees the refund order but it was not processed I should have the refund in 7-10 days. Today is 8/27/2020 I still do not have a refund. After calling the store 3 times with no answer, and calling customer service 2 times with wait times over 25 mins I am told there is a credit sitting on my file. I asked why it has not been processed, I am told well the store needs to process it and verify the credit card number and that has not been done! I asked for a refund back on 7/25/2020!!! While I am verifying things with this rep…. I get hung up on! How can a company do business like this? Why is there no communication, and why is it right for a store manager to raise his voice and belittle me in front of my kids. I will NEVER do business with Ashley again, I would say just not this location but the fact that the customer service is so disorganized my business will be going else where. Coming from a customer service background for the past 15 years I do not know how Wally became a store manager. He is completely unprofessional. I know we all have a choice on where to spend out hard earned money, and my recommendation is anywhere but Ashley’s. I do not usually do reviews and when I do on the rare occasion they are to sing praise. This has me so upset that I need to share it with everyone else so hopefully I can help others avoid...

I decided to give Ashley’s a chance even though I heard bad things about them.. HUGE MISTAKE! I ordered a couch & mattress in March & had to postpone the delivery cause of COVID. It was IMPOSSIBLE to reach someone by phone when I was ready to set the delivery back up. I had to drive 30+ mins to a store & wasn't told about any issues with my delivery then. Yusuf (the salesman who sold me the furniture) said to press option 3 when calling to reach the Naperville store directly. I get a text a week before my delivery saying the date had to be changed cause of COVID. I called the Naperville store (surprisingly someone answered) & was told my mattress would be delivered on time & my couch would be a week later & that I would receive a discount for the inconvenience. I asked for proof of the discount & delivery but only was sent another copy of my original receipt. The EVENING BEFORE my delivery, I get a voicemail that my couch was being delivered & that my mattress was back-ordered. How can they have the audacity to call me 8 HOURS BEFORE my scheduled delivery & tell me I won't have my mattress like I was told?! I wasn’t sure what was actually going to be delivered, but I received the couch & no mattress. I called the Naperville store, who of course couldn't give me a delivery date. A lady Patti hung up on me (supposedly she doesn't work at the Naperville store so maybe I hit an option other than 3 but who knows if that's true). I found the same mattress cheaper at Mattress Firm & called Naperville to cancel my order. Yusuf asked me to give him a few days to supposedly get a rush delivery for me & give me additional discounts. Well surprise surprise, no one contacted me, & there was NO evidence of any new discounts or even the 1 I was promised the week prior. I ended up ordering the mattress from Mattress Firm & tried calling Ashley’s in Naperville several times (on different days & at different times) for a whole week. NO ANSWER (I eventually found out the customer service staff is only there on the weekends & on weekday evenings.. not sure why that wasn't communicated sooner). Once I finally I got a hold of them, I tell them to cancel the mattress order. Yusuf said they're going to price match the mattress from Mattress Firm plus an additional discount. Considering the fact I STILL haven't received any proof of the 1st discount I was promised, I didn’t trust there was going to be any additional discounts. He tried to make me pay a 10% cancellation fee & said I'd receive a confirmation email that my order was cancelled either later that day or the next. Well I NEVER received any confirmation, & instead, received an e-mail to confirm my delivery. Yusuf claimed to be responsive via e-mail, so I sent him TWO e-mails within 24 hours & never got a response! I called & spoke to Cleavon at customer service (who btw was super nice & helpful), & he cancelled the mattress order in less than 30 minutes so clearly it wasn't difficult to do. He said he didn’t know why Yusuf said I had to pay a cancellation fee since I purchased the furniture back in March.. probably just trying to get more money out of me. It then took 10 days for the cancellation to go through (once again this wasn't communicated right away to me). PLEASE SAVE YOURSELF THE MONEY & HEADACHE & DO NOT PURCHASE FROM ASHLEY'S!!! If you google Ashley's HomeStore corporate, you will see nothing but complaints. I wish I would've listened to my friends & avoided this mess. While I understand the pandemic has caused problems for businesses, that is NO excuse to have poor communication & LIE to customers! It’s safe to say they will not be getting my business again, & I will make sure my friends & family don't shop...

Prior to purchasing a living room set from Yusuf Galaria, my partner and I asked specifically if we set a later delivery date would our items be set aside or sold in the mean time. Yusuf promised us our items would be set aside. With no alert, no contact, our delivery date was pushed back. I emailed Yusuf, but received no response for several days. While sitting in camp chairs in our empty living room, we called customer service who could do nothing. We opened a ticket with their escalation team and a team member called later the next to and rescheduled our delivery appointment (and offered to deliver the ottoman sooner) and informed us that Yusuf was entirely wrong in his prior promise of set aside items. The team member promised to waive the delivery fee and send an email confirmation of the new delivery date and waiver. No such email was ever sent.

When confirming the later delivery date via automated text, we discovered that the ottoman was not scheduled for delivery. After spending hours on hold with customer service, who laughed at us and refused to let us speak to a supervisor, we were told to call the store because the ottoman was an as-is purchase. Yusuf never informed us we were purchasing the ottoman off of the floor. We made the purchase of a brand new set: there was no discount or any indication the ottoman was as-is. We also would have taken the ottoman home with us that day.

It attempting to track down our ottoman, we spend over 10 hours on hold with CS, the escalation team, and the store. No one was returning calls or emails for days or weeks, if ever. Finally, I spoke to Rose at the store who told us she had someone pull the ottoman off the floor and we could come pick it up at any time. The next day we drove over an hour to the store only to be told by Yusuf he couldn't find the ottoman. Not only did Yusuf not apologize for his earlier mistakes, nor for how we had been treated in the past few weeks, he passed us off to another salesmen, Nick, so he could make a sale with other customers. Nick said there was nothing he could do as the ottoman had been gone for weeks, refused to help, and refused to call anyone that could help us that day. He said he didn't have time as he had to help other customers in the store.

We called the next day and Wally promised to call/email to other local stores to see if they had the exact ottoman in their inventory. Wally also promised to call back, which he did not. We called and emailed the Escalation team, emailed various supervisors and VPs in customer service.

At this point: every department (CS, Escalation Team, and Store) had conflicting information on the location and status of the ottoman we had spent over 20 hours on hold or driving to the store to pick up an ottoman that wasn't available we had been laughed at by CS we had been treated so poorly by Yusuf and Nick in person still waiting on the delivery fee to be waived as promised still waiting for the price of the ottoman to be adjusted to "as-is" still waiting for the location of our ottoman still waiting on responses from CS, Escalation Team, and the Store

We called Rose the next day she was in the store. Rose said there had been a mistake, our ottoman was nowhere to be found, and it was discontinued. Rose promised to call other stores too see if she could find another ottoman.

We have yet to hear from Rose, the store has not picked up their phone in two days, and we finally received a response from Karla (escalation team) saying our ottoman was ready for pickup.

Please, DO NOT BUY from Ashley. Please take these reviews seriously. This has taken up so much of our time and energy just to get what we purchased and we...