Ashley Store — Local services in Orland Township

Avoid ordering anything from Ashley Furniture. That is the advice I give. Unless you want to take the gamble that everything will go 100% smoothly with your purchase & delivery and you won't need to speak to anyone about anything, because their customer service is absolutely horrible to deal with. We ordered a table from Ashley Furniture. The table arrived broken. They sent us a replacement table. They told us FedEx would not pick up our old, broken table, and we had to donate it to a non-profit. Okay, no problem. The very next day, FedEx showed up at our door to pick up our return... Because this was unbeknownst to us, we didn't have the 145lb table properly taped to give it to them. Had we known they were coming we would've been prepared. I get on the phone with their "customer service" representatives. They tell us FedEx will actually come and pick up our return. Oh, okay. So FedEx shows up again. Asks us if we have a return label. Nope. I get on the phone with their "customer service" representatives again. Back and forth. I must've been on the phone with them 10 separate times. They tell us FedEx is supposed to provide the return label. FedEx is telling us Ashley is supposed to send it to us. Ashley Furniture tells me they will email me the return label. They never did. Another "customer service" representative tells again to just donate it. The three donation centers in my area either tell me they aren't accepting furniture at this time, or they aren't doing residential pick ups. Nice. So now we're stuck with a broken table. Still never received a return label. Around the same time, we had also ordered a couch. We received a phone call from someone at Ashley Furniture asking us if 11/25 is an okay delivery date. We agreed. 11/25 comes and we receive a text message that our delivery driver has arrived. There is no driver in sight. Minutes later, we receive a confirmation text, and a confirmation email that our couch has been delivered. There is even a squiggly mark as my signature stating "I have received my package." AND, a picture that the driver took of his dirty dashboard in his vehicle as confirmation our couch has been delivered. Upon speaking to another genius service representative, they cannot explain to us why we have received all the confirmation our couch has been delivered, all they can tell us is our delivery date is 12/9. First time we have ever heard of the 12/9 date. They tell us 11/25 was never our delivery date. So then how, or why have we received multiple forms of confirmation, on 11/25? I doubt the couch will be here 12/9. After this huge stressful hassle I will never order anything from Ashley Furniture again. Save yourself...

Ashley furniture is the biggest disappointment we ever had to deal with lately. I highly recommend to anyone, save yourself energy and shop anywhere else! Customer service at Ashley is awful, and if you ll need to deal with theme, your issue will most likely be never resolved. People ll point fingers at each other, then at different departments, at call centers they r not even in USA. Our retail nightmare started in January 27 2023 and still continues til today without any solution and solid response, being in the middle of May. We went to the store in January, purchased sofa, paid full price right at that moment and left the store waiting for delivery. Went back to the store around March 15 while not hearing anything from the store. We were told that our purchased sofa was discontinued but noone ever called or informed us, of course noone ever refunded our money. After asking for refund, they tried all ways possible to not proceed with our refund. Later that week being stuck with no sofa in a new house we decided to choose other item from the same store. After delivery, we have issues with the chosen product being very poor quality but even worst having a skin rush every single time, my skin touches the fabric.I tried to sit on the sofa couple times until we were sure that’s the cause. We made multiple trips to Orland store seeking for help, refund, exchange, or anything they could help us with in this situation We end up talking maybe to 4 different people at the store and in the end, end up talking to manager Joe, who told us that Ashley furniture corporate/management took all the responsibilities from theme at the store to resolve issues with customers handing us paper with number for GUEST RESPONSE TEAM. Don’t even waste your energy and times to talk to theme. Those people are call centers outside of United States. No one really cares and no one is responsible to solve the problem. We talked with 5 different people so far from that team the past two weeks.They always give us ticket number they issued and tell us we ll receive call back in 24-48 hours. NEVER HAPPENED!! Not even once. When we call back they ll inform us that the ticket was canceled or closed. HOW WITHOUT LETTING US KNOW what’s the solution is. We are in hopeless circle and I wish every single day that we never step a foot in this store in a first place. WORST CUSTOMER SERVICE WE EVER DEALT WITH IN UNITED STATES OF AMERICA....

Do not buy from Ashley Furniture.

Their furniture is damaged, very overpriced, and the customer service is a nightmare to deal with (no customer service really). Our sectional cushions are already worn out despite us not using it everyday - you're better off buying off of Amazon (probably from same vendor in China).

We bought a rawcliffe sectional sofa almost 2 years ago with a warranty and have had nothing but problems with our order.

First, it was delivered damaged with missing cushions. Cushions were then sent to wrong address. A month later, the cushions went completely flat. We called and complained about it and they agreed to replace because the sofa was already damaged and made us reselect another one.

When we received our reselection, we received another damaged sectional on top of missing an extra wedge. Almost a year later, we are still trying to get this one replaced as we've had nothing but problems with their customer service and always get directed to the customer number with 2 hour + wait times. When we got someone on the phone, they directed us back to the store we bought from.

So we ask Diego (Store manager) for a reselection as instructed by the corporate rep and he said he had to look into our order and get back to us to see what he can do. I've called him numerous times as I have not heard back in weeks - he has no clue what he is doing and just blows us off every time we try to get in contact with the store through other associates. We can literally hear him in the background asking who it is and he tells them to say that 'he's busy' when he's not. When we try to get any other alternatives for resolution, we get re-directed to their customers service or corporate number which are both equally horrendous.

We still have not gotten our issues resolved on top of our warranty being cancelled randomly by this store for no reason.

Their associates do not care, their store manager does not care, and all they want to do is put customers in a loop whenever they come into the store to avoid their issues (google Ashley Furniture customer service, nothing but terrible...