Ashley Store — Local services in Wheeling

I gave them one star simply because the lady that helped my husband and I upon our first visit to the store was very helpful and attentive to our needs in what we were looking for in furniture for our new house. The whole process after that was a nightmare. We spent around $7000 on furniture which included a dinning table and chairs, custom couch, and a large loveseat which was set for delivery from their warehouse. The furniture was set to be delivered within 2-3 weeks of our purchase which it did but upon delivery day we were told that one part of the couch hadn’t arrived to the warehouse yet and would have to be delivered at a later date, then when they went to put our table together the pieces would not fit together and they ended up telling us they would have to bring a new part out at a later date as well, if that wasn’t bad enough the large loveseat seat has a usb hookup and upon arrival to our home the delivery guys realized the power cord was broke as well and let us know that they would have to bring a new one of those as well. Long story short Ashley ended up coming out to our home twice with 2 different tables because each one had an issue and we had to go to the store in between those times to try and resolve the issues with the table. It is 2 months later and we still have not gotten our cord for the love seat and the last table they brought still did not fit together properly but at this point we are DONE with this store and their warehouse🤬. I DO NOT recommend this store nor will we EVER purchase Ashley...

I recently needed furniture on short notice, and my experience began positively. The salesperson quickly assisted me, identifying models that were available right away. After completing the purchase, she followed up with a delivery date for when the items would arrive at their warehouse. A few days later, I received a call from the dispatch center to schedule delivery.

Upon delivery, however, the headboard was found to be damaged. I tried reaching out to my sales agent, but she was off that day. I spoke with a manager, who instructed me to file a claim. After a week without hearing back, I contacted the salesperson again, and she informed me that someone from the service department would reach out. Two weeks went by without any follow-up, so I reached out once more. This time, the salesperson offered to place a new order for the damaged item.

Despite her efforts, another two weeks passed with no further contact. When I tried reaching her again, she was off, but the manager confirmed that the order had been processed and assured me someone would follow up the next day. Unfortunately, it has now been nearly six weeks since the initial delivery, and my damaged furniture has still not been resolved.

Based on this experience, I will not be purchasing from this Ashley Furniture...

Have to give credit where credit is due. First off, the showroom is massive and has a lot to see. We love the new couch we purchased, super high quality and fits perfectly in our space. Our salesman was extremely helpful and friendly -great customer service.

We purchased a couch on New Year's Eve, 12/31/23 and we were told 2-3 weeks delivery time. So, we're assuming the week of Jan 21st. My wife called to get an update that week and was told it may be a few more weeks. That's certainly a bummer, but stuff happens. We ultimately needed the furniture for our son's birthday party on February 10th. That entire week came and went with no update, so my wife called back, and they quoted her a delivery date of 2/14 - mind you that would be 6 1/2 weeks from the quoted delivery time - but again - we get it, stuff is/can be out of a business's control. Finally, I called and spoke to Jason who was able to find out where the furniture was and promised our delivery 2 days before the party - which did happen! It may have taken a few phone calls and sure the delivery was later than expected but Jason and Ashley Furniture made it right and worked with us to deliver the furniture prior to us really needing it. With all of that being said, I would absolutely do business...