Ashley Store — Local services in Schaumburg Township

Buyer Beware!  Yes, please pay attention to one star reviews.

I had previously bought furniture from Ashley in Schaumburg Illinois.  Everything was great and dandy.  So when my fiancée and I needed new couches, first place I went to look, Ashley in Schaumburg.

Found a great deal on (2) big deep couches.  Bought them and had it delivered 2 weeks later.  Wow, not on backorder, couldn't believe it.  Sales person was awesome.

Delivery day, technicians were awesome very professional.  Uh oh, the dust cover on one of them is ripped.  No problem sir, we can have our repair company come out and fix it.  Ok, no worries, just a little dust cover issue, otherwise everything is all well and looked well.  At least what appeared to be to me, a non expert furniture installer.  So I accepted the delivery and didn't refuse it.  Because I thought it was just a simple torn dust cover.

Repair technician came out, about a month later, they have a busy schedule, so do I.  He comes, told him the issue, thought he would be in and out.  Not quite, he noticed something else.  The very reason why the dust cover was sagging on the ground.  AFTER PULLING THE FABRIC UP TO REVEAL THE FRAME, WELL LOOK AT THAT, IT'S BUSTED.  COMPLETE HUGE CRACK ON THE RIGHT SIDE.

I ask anyone buying something brand new and expecting something in brand new condition.  Wouldn't you want to get what you paid for?!

Nope, not in Ashley Furniture's eyes.  The repair technician (not part of Ashley) gave me two options, have it repaired or contact Ashley directly and let them know you want a new one.

Guess who called and got the same story from over 5 different representatives of Ashley. "You didn't call within 72 hours to have it replaced."  How am I, a non furniture expert supposed to know the frame of a couch is broken?  Why is it on me and not the technicians who installed it?  Looking at the couch it looks normal.  Not sagging or anything out of the norm.  Funny thing too, I asked why isn't it on the installers, one rep said, "they won't get paid as much then." I'm not in a relationship with them but come on, RED FLAG.  You think they have the best intentions for you.  Not the case. "You bought it on sale."  WTF does that have to do with anything?  So your sale items are not good quality?  Thanks, I would of walked out of the store and onto the next furniture place. "The technician said its repairable."  OK, he's an expert but I still don't care.  I paid for a brand new couch.  Not a (after they repair it) refurbished couch.

Mind you, I bought the warranty for this too.  These couches are white, not chancing anything with them.

I haven't been mean or anything with Ashley, I simple ask them, really this is how you operate?  The last rep I talked to said, yeah unfortunately there's nothing I can do since they deemed it repairable. Really?!  You can put band-aids on just about anything.  Doesn't make it brand new anymore.

I work for an electrical company.  If something we installed brand new was broken from day one, we wouldn't tell the customer to go pound sand.  We would simply not survive that way.  And we have installed brand new out of the box items and boom, it doesn't work.  Do we charge the customer for a new one, no, we suck it up and install another brand new one no charge.  Sometimes things go wrong with brand new items.  I'm not old but yes, THEY DON'T MAKE THINGS LIKE THEY USE TO.  Also, we certainly don't try to put a patch on it to make it work.  That's not how you conduct yourself as a business.

Last note.  When the repair technician pulled up the felt to reveal the damaged frame.  He also unintentionally showed me the quality of their product.  Cheap, all plywood, nothing looked like it's built to last.  They definitely aren't what you pay for.  It's probably been like this for some time but what do I know.  Even if these other people have great experiences with their purchases, it's not quality.  I thought their products were quality, nope, I...

10/30/21 Update: My wife and I did not receive a return call as promised. Instead we had to call several times to reach someone from customer service (not how we want to spend our lunch breaks). We were promised someone would come out today to assemble this expensive bed. When the gentlemen arrived today, took the furniture upstairs to assemble only to find out the bolts that came with furniture are the incorrect size. So after five visits and multiple phone calls, this $10,000 bed we purchased for a birthday gift for us is still not assembled. That’s five Saturdays I had to either take off or re-arrange work schedule, that 5 Saturdays my wife and I couldn’t make plans for our 4 year old. We purchased this bed with the promise that it was in stock and would be delivered in 2-3 weeks. It will be 2 months next week and it’s still not assembled. We were also promised it would be a single delivery, my wife I have a young song with immune issues, we wanted to limit his exposure, but you guys came to my house 5 times. The only promise Ashely Furniture made good on was the first payment due date. I should of trusted my instincts when the sales person had to be corrected by sales manager when I finally came in to purchase this bed. I repeat, do not buy large items from here. After discussing this with several co-workers, they report similar experiences. Several of whom are waiting for refunds or items they were promised months ago. This has been a horrible experience for my wife and I and we would prefer for you to refund us everything so we can do business with someone that respects their customer’s time and money.

I highly recommend not purchasing furniture for here. They hire out third party for delivery and there is poor communication between the store and contractors. Purchased a Tempur-Pedic bed with “White Glove delivery service.” Was promised by sales man that it will be delivered by a certain date and that not only will delivery service assemble the bed, they will take the old bed away as well. The delivery service attempted to bring the bed in several separate deliveries. This wasn’t the agreement when the bed was purchased. We contacted dispatch and customer service who promised to the bring and assemble the complete bed at the next delivery, but asked if we can allow the delivery of the bed frame. Fast forward 2 more weeks and they attempted make another partial delivery. Once again had to talk delivery service dispatch and customer service. We declined delivery as there’s no room in our house to store delivery. They apologize and promised to make good the following week. Fast forward today. Delivery service refused to put together the complete bed because there were no notes instructing them to do so. Called customer service who add the needed notes, but delivery service refused to assemble the complete bed because they were running behind and left. I remind you, it was confirmed several days prior to delivery that bed would be completely assemble. Now I have parts of a bed from the previous delivery taking up space in my house, had to give up three Saturdays to make time for delivery of this bed, including taking time off work. I have called customer service several times and referred to to “VIP” service. I was on hold for over 45 mins and still no response. I will attempt to have this bed return and do business with a more competent furniture store who respects their customers’ time and money. I’d suggest you...

I’m giving one star simply due to Wajid’s shady sales/business practices.

We purchased a couch here. Wajid was extremely friendly and helpful throughout the process. But then, he ran all the numbers and showed us the total on his tablet. He said the total included everything - taxes, delivery AND the extended service plan/warranty. We had discussed this extensively. So we agreed on the price. After he ran our credit card and gave us the receipt/paperwork, I immediately noticed the total on the credit card receipt was $400 MORE than the total he had verbally given us and shown us on the tablet.

I immediately asked him where the $400 increase came from, and he said, oh I realized the warranty actually wasn’t included in the original price I gave you. My thoughts are, Okay…….so you just……..added on $400 to our sale without getting authorization from us first? So I immediately requested him to refund the extra $400, because we would NOT have purchased the warranty, had it not been included in the original total he had given us. I also requested the refund because of the principle that I don’t think it’s right for him to just add things on to people’s order without authorization.

He said okay no problem, and assured us that he had refunded us the $400 and we would see the money back on our card in the coming days. Instead of getting our money back, a few weeks later, we received a $400 store credit in the mail from Ashley, basically requiring us to purchase something else. I’m sure he purposely did it this way, to avoid losing his commission from giving us $400 back.

This is an extremely shady way to do business. First of all, you don’t add something to the customers order without getting their authorization. If he realized the warranty wasn’t included, he should have told us and asked us if we were okay with the updated price BEFORE running our credit card. Also, he NEVER said we were going to get a store credit in place of a refund. I specifically asked for a REFUND. Not a CREDIT. This was HIS mistake, so why should we be penalized and forced to spend $400 on something we don’t need, vs getting our money back?

I would never order anything through him again, and I advise prospective customers to be careful. MAKE SURE the total they tell you is the same total when they’re swiping your...