Ashley Store — Local services in Springfield

Most ridiculous company I have seen. Clearly doesn't matter how much money you spend with them, they do not care about the customer experience. This is the second review I'm leaving to inform everyone of their unacceptable customer service. This company is a joke. After spending 10 k with the business the decided to give me the run around for the next 50 hours about my delivery. Their sales guys Louis has horrible training if any. Leading people on with misinformation and false promises. I was told I would get the mattress on Wednesday the 3rd here we are the 6th and still no mattress. They have no inventory of these mattresses and supposedly one got damaged but, to secure the sale I was kept promising tomorrow. Mind you with this money I could have gotten this from another company but I chose to believe this guy. Then today finally after multiple messages back and forth with direct answer some lady named Hailey calls me today that really didn't even know what was going on. Saying well we can't get you a mattress until the 25th. It literally took you guys 50 hours to come up with that and a 2k discount. That I really don't care about I juSt need my mattress to sleep in our new house. I'm not mad about the delay to get this correct I'm mad about the poor training that ashley gives their sales team and sounds to me with talking to him they have had issues before. This is literally because they lead people on for the sale. They gave a disrespectful offer for all the issues in my opinion.i will never buy from Ashley again nor would I recommend this store to anyone. I will be taking it up with my wife but, I will most likely be asking for a refund. If I have to wait that long anyways might as well give my money to a better company. You should really look at your customer service issues. Update finally delivered but no pillows, cases, or sheets. I would advise against using this company the will tell you things to secure a sale that they have no intention on fulfilling. Louis the sales guys at the Springfield location is a snake a a lier. He is most of the issues from this experience. He lied then when customer service reached out to him he lied to them as from what I can only assume is from me calling him out on his incompetency. This place don't care about it's customers I don't recommend them at all. They "reply" acting as they will resolve it but I've talked to 9 employees now and none of them have helped me. I was told today to drive all the way to Springfield to pick up what turned out to be the wrong pillows the wrong size and one pillow case short. Now they are leaving me on hold and or ignoring my calls. They have no accountability in their company. The customer service training is god awful. Do not deal with this company and if you do I'd advise staying away from Louis and Denver in the Springfield location.i have emailed these pictures to try to get this resolved but, it's clearly not going to just hope no one else has to deal with all this. Also be VERY Leary on what they offer you and tell you as seen in invoice they hide things in promos to make it harder for you to prove it. I know lesson learned but, thing to keep in mind while using Ashley. They are now resulting to answering my calls and saying there he is again and putting me on hold. Great customer experience I will update this again with every employee I had to talk to with no resolution. Louis-sales -beginning of issue, ride, incompetent, liar Haley- core operations -Liar as well promise one thing doesn't follow through Lori- core operations incompetent untrained customer service Fide-customer service- no help talks in circles Jade-escalation- talk a big game acts like she will help and fix your problem. Also, unable to do her job and then ignored your calls even though you are told to call anytime. Rachel-customer service- untrained, no conflict management, incompetent. Iliana- escalation- liar, incompetent. They all have to reach out to "managers that don't exist or unresponsive and don't do their jobs either. Probably the worst...

We visited Ashley Furniture on October 12, 2025, to look for a new sectional and recliner. After browsing the store, we found the Acklen Place Next-Gen Nuvella™ Performance Fabric Dual Power Reclining Modular Sectional and matching Recliner in navy blue.

Our sales associate, Yussi Lazim, was friendly and helpful at first. After discussing prices and explaining that we wanted to stay around $2,500, she brought over her manager. He offered both pieces for $2,700, excluding taxes and delivery.

Yussi explained that to receive this discount, we would need to use Ashley’s financing. She asked if we wanted to get pre-qualified, and after entering my information, I was approved for $16,000 in financing. I asked what the monthly payment would be, and she initially quoted around $700 per month for 6 months, which I said was too high. After some adjustments on her iPad, she said she could do $88 per month for 16 months.

We told her we needed to go home and measure our space before committing. She asked what she could do to earn our business that day, but we reiterated that we needed to confirm the fit first. Yussi gave us her business card and said she would email the measurements of the sectional. Unfortunately, we never received that email.

Within an hr, we returned to the store to ask about insurance and the delivery fee. Yussi explained that we could choose a 3- or 5-year protection plan, and if we didn’t use it, we’d “get our money back.” When we asked if the plan covered pet damage (like a dog chewing a cushion), she said no, but added, “just don’t tell them it was the dog and they’ll cover it.”

⚠️ Red flag #1: Advising customers to lie to the insurance company.

We continued asking about the insurance, and this time she said we’d receive store credit, not a refund, if it wasn’t used.

⚠️ Red flag #2: Conflicting information about insurance benefits.

Next, we discussed delivery. She quoted two prices — one for drop-off at the front door and another for full “white glove service.” I asked if she could include delivery for free if we moved forward with the $2,700 total and $88/month financing she had previously quoted.

That’s when things changed. Yussi told us that $88/month would actually be over 60 months, not 16, and that the total cost would be $5,288, not $2,700. I asked for a manager, as this was not what she had told us before.

The manager came over and said Yussi must have “made a mistake” — claiming that because she “has a lisp,” I must have misunderstood her. I explained that we clearly heard 16 months, not 60. Even after that, he said we couldn’t have the $2,700 price with $88/month financing, because that would “remove the discounts.”

At that point, the entire experience felt dishonest — like dealing with a used car dealership rather than a reputable furniture store. We were misled about pricing, financing terms, and insurance coverage.

When a company quotes a price and payment plan, then later changes the terms, that’s misleading and unethical. Based on this experience, I will not do business with Ashley Furniture again and will warn others to be cautious if they choose...

We purchased outdoor furniture at Ashley online in June 2023. We had gone into the store to purchase, but they had very limited inventory. The salesman helping us told us there was more inventory online and they would ship directly to us. We did this and received the three piece set July 2023. We had to assemble, but were expecting that.

We have been happy with the furniture until a month ago, when I discovered that there was a corner of a back cushion at the top that was unraveling. It actually was very strange looking. It was past the one year warranty and we expected to pay for another cushion cover. (The cover zips on the cushion, so we thought this was a simple order fix. This furniture is in a screened in patio with no kids or animals. We are in our mid- 60’s.

I called customer service and after almost 45 minutes of holding and talking, I received 3 emails from him telling me here is the link to order replacement for your problem. It had nothing to do with my cushion cover. So a waste of time.

I then tried chatting with customer service, she asked for serial number/ model number. I gave that and waited 30 minutes with no further response. She never said sorry for the wait or anything. So another waste of time.

Today I took the cushion to Ashley furniture store in Springfield, Mo. The same store we went into to purchase an outdoor set. I walked in and no one said a word to me. They looked at me and then back to doing what they were doing, they were not busy. I went straight to the large customer area at the back. I stood and waited for 15 minutes and no one came to the area. I finally walked to one of the gentlemen that ignored me when I came in. I explained what I needed. He told me they don’t staff that back customer area anymore. I explained what had happened to me so far by calling, chatting, etc. I explained that I just wanted to order a replacement cover. (They are still selling the set online). He told me that they could not help me that the store itself and Ashley Furniture online are completely different entities. I explained that the salesperson before advised us to go online and didn't say anything about them being completely different. He just walked off.

We have purchased at Ashley in the past several times, we will never again. We spent 2500.00 for an outdoor set that now looks bad.

If you decide to go ahead and purchase anything there, be aware that if something goes wrong, getting a replacement is impossible and they really don’t care, they already got your money and are done with you.

Terrible customer service is an...