Ashley Store + Outlet — Local services in Proviso Township

FRAUDULENT EXPERIENCE AND HORRIBLE CUSTOMER SERVICE I am contacting you today for help. I hope that you are responsible enough to not only respond but also help me. You were very quick to help me before the sale, to be nice and kind, then took my money. I was promised quality furniture and paid the price for it. My sales person sold me on your quality and assured me that your furniture will last at least 10+ years. That is what Ashley Furniture is known for. Nevertheless, what threw me off was, as I was getting ready to pay, I was asked if I wanted to purchase a 5-year warranty? It was explained, to me, for a small cost, “It is just added protection, just in case something happens during those 5 years. Okay, fine. The Sale agent did not have anything for me to read before deciding but ensured me it will cover everything, as an added insurance. However, said all the info is in the paperwork, which was given to me after I paid. I trusted Ashley Furniture...

Within 5 months, I noticed my table breaking down, there appeared buckling and discoloration. I have been trying since then to reach Ashley for months but it is as you are hiding from me because I want to use the warranty you sold me. Actually, this should still be covered under the original 1-year warranty, but I also paid for the added extra protection. Literally, I am double covered. Finally, you sent a tech out and I am not sure exactly why, but you are refusing to replace it! Your quality is not what you promise. If your furniture falls apart in 5 months, especially because we use it sparingly. You sell me on the quality, then you sell me on this great 5-year warranty, but like you tell other customers, “Oh, Your issue isn’t covered by the warranty.” It seems that no one’s warranty claims are covered by warranty. So why do you sell it to us? Just to add revenue? Alternatively, maybe someone in your organization is mistaken and does not know why we purchase the added protection and/or is trying to look good for your organization and is falsely trying to make his/her guarantee claims department look good. I do not know what it is. It was not until recently, I found a group that can get me to the executive team and other customers who have purchased the warranty and not getting help either. Since you do not want to replace it,

This is my formal request, for a full refund of my purchase. I know I am not the only person who has been lied to about the quality and the Warranty. Do you pay a good bonus when your sales agents sell a warranty plan because it seems like it is free money for you, because it does not seem to cover anyone’s warranty claim. This has been a frustrating experience trying to get anyone to even talk to, but ultimately no help and when I did find a person, they stated that the warranty is no good to me! Talking to other consumers who purchased warranties, we each have different issues; we all are being told that the warranty does not cover any of our issues? That is not right, and sounds like fraud! What do I need to do at this point for proper customer service, a refund and a decent person to help me. I will file a claim with my State’s Attorney General’s Officer or the BBB. I want to give you the opportunity to do what is right! Instead of jumping to any legal action first, you sold what is clearly a “Lemon” furniture and a “Lemon” 5-year warranty... I liked the table I purchased, but you sold me a lemon, as it seems others have too along with a warranty that is a farce! I am requesting a full refund; due to the whole experience, you put me through, poor quality and a warranty that seems to not help us. That is it. I purchased a 5-year warranty for my table that lasted less than 6 months before breaking down when your sales team should have easily lasted 10+ years We want to be happy and feel good for years. I bought this table with the reputation of Ashley’s quality. I was sold on backing up my investment for 5 years. Instead, I feel ripped off and that is not right. Ashley Furniture took advantage of my...

This location is excellent, and (sales person) Ms. Flynn ROCKS! However, Ashley Furniture as a company leaves a lot to be desired. I began shopping at Ashley in 2015 and have purchased from several different locations. In this year alone (2025), I have purchased NINE PIECES of furniture from them.

However, the last item (sofa... 4/10/2025) I purchased was defective, and it took me forever to get a furniture repair technician to my home. I did not notice the defects ("bowing" of the rear support beam, unevenly spaced feet, a slight imbalance in the seating surface) as the sofa was being set-up. However, they were noticed later on the same day as delivery. Having purchased the furniture protection plan, I called Ashley immediately. I was given the run-around, and first asked to send photos, then asked to send additional photos, and then asked to send a video; all separate requests over the course of a few weeks, and I always had to call them back, as Ashley reps never return phone calls. When the Ashley customer service team did send someone out, he was a random "handy man", and NOT a true furniture repair technician. He was very unprofessional, never stated his name (I had to ask), never explained what he was doing, and while he fixed the broken rear support beam in the sofa, he off-set the arms to a greater degree than they were, and threw them out of alignment! I have called Ashley warranty department several times, speaking with Crystal, Christina, and William, only to get the run around. They make empty promises, and they never call you back like they promise. William stated he would close out the first repair ticket, and call me 24 hours later to open a new one for what the bogus handy-man broke, and I never heard from William or anyone else again. I re-order the same sofa, hoping for a non-defective item. Ashley was willing to deliver the new item, yet not willing to move the defective item to the curb! Come on, how are older people, single people, and/or disabled people going to receive new furniture, if the company that they purchase from is not willing to move the old furniture out so that the new can be moved in??? The former delivery teams in early 2025 and years past, moved the old out and the new in; yet the guys who delivered the last sofa informed me that they are instructed to "deliver and set-up only". They even called their supervisor, who confirmed this foolishness to me! This greatly reduces the Ashley customer base. Thus, I returned the item and requested a refund, which I had to call several times to receive. I made what minimal repairs I could to the defective sofa, am enduring it, and I try not to sit on it. I have spent A LOT of money with Ashley over the years. And now I will NEVER shop there again and I tell everyone I know to shop elsewhere.

TAKE-AWAYS/LESSONS LEARNED Never purchase a furniture protection plan. If something happens to the item, you are much more likely to find a legitimate furniture repair technician via Google, Chat GPT, or word-of-mouth. Ashley contracts with random people who "think they are handy", and who will likely do more harm than good to your furniture.

Wherever you shop, ask what they will and will not do before your purchase anything. Go a step farther and ask if is this a hard policy that all delivery teams follow.

Consider Dania, Darvin, Walter E. Smithe... anybody except Ashley Furniture.

The company as a whole is a BAD JOKE! They lack professionalism, do not stand behind their word, do not respect the hard-earned money that customers spend, and the furniture protection plan is just a way to make more money. Take your business elsewhere to a company that respects you and your money. If I could, I would give them zero stars. DO NOT SHOP AT...

Had to update my review to one star. I’d honestly give zero stars if I could. When we walked in, we were greeted by a sales person but we gave him specific things we were looking for in a bed frame/headboard: tufted but now metal button details. He proceeded to show us some options but all of the ones he showed us had the metal button details so I figured ok they just don’t have what we’re looking for so we were on our way out when we saw the perfect one: TUFTED WITH NO METAIL BUTTON DETAIL. I was confused because being a salesperson myself, I’m aware of what my company offers and I listen to my customers wants and needs and I offer them products accordingly. So when I saw the one on our way out, I was confused as to why he didn’t show us this specific one. Anyhow, I knew I needed to speak to someone to actually purchase it so we had to call him over and let him know we found what we were looking for. Almost so hesitant to give him the “sale” as he really didn’t help us find what we wanted. So we placed the order with him, found an ottoman as well and we did the 6mos financing to take advantage of the discount offer. I was a little confused with how it worked because after everything was signed, he said “you’ll get the card in the mail” I guess that’s on me, I should have asked questions but I didn’t realize it was going to be a store credit card. Having worked retail in the past, I made to disclose to my customers BEFORE they agreed and signed that it was a STORE CREDIT CARD that they were applying for. Sure fine print may say it all, but if you’re talking to a human being you’d think that’s something they would disclose. So we left, happy we found what we had in mind (even though on our own) and I left the 5 stars. Little did I know it would just go downhill from there. So when I placed the order he said estimated date was March 25 for the bedframe/headboard and May for the ottoman. We said perfect our move in date at our new place was March 26 so he said it would be delivered some time that weekend. Move in date came and no delivery. Nothing all weekend either. So I called and I checked on the order and they told me, your new delivery date is April 1. I said ok a little weird that I didn’t even get a call or email to get this update but fine cool April 1. April 1 came and went, no call or update so I called again and they told me April 6. By this point I’m already pretty upset because they keep moving the date and I’m not getting notified. The person I talked to said they would update and make sure I now get updates. April 6 came and went and nothing so I called again and now they said they will escalate to the warehouse and give me a call back. I even called the store and spoke to my salesperson at this point. He called and he said the manager from the warehouse said that it’s on the way, two business days, then they can schedule a delivery for me for the following week, April 14 or April 15. at a joke of a company. So then I get a call to confirm delivery for the bed on Thursday April 15 from someone in delivery. Feeling done, I just agreed and said ok. So I get a text 4/13 saying click here to confirm delivery and guess what’s on my list to be delivered??? Not my bed, lol. The ottoman is on the list. The ottoman they said would be delivered May. So I called shipping and delivery customer service this morning to make sure maybe it was a glitch. Come to find out, thursdays delivery is indeed the ottoman (no one told me the ottoman even arrived) and that the bedframe/headboard is there but no delivery has been scheduled. She then said well we can do delivery for Saturday for the bed. I...