Ashley Store

Terrible customer experience. Furniture arrived with large gaps in some of the joints and very loosely tightened bolts on one of the stools. Delivery team said they don’t fix such things and that they would have a repair technician come to the house to correct. No follow up and customer experience staff does not return calls. Additionally, we are owed almost $500 in refunds that Ashley has promised multiple times to process but had never refunded. Very bad customer experience culture that permeates the entire organization. If you want to feel valued as a customer do not purchase from them.

Had a good experience finding And purchasing furniture. Once we left the store, it all went downhill. I do not recommend the Ashley brand, despite the in store experience. I received our dining room table set on 12/23/25. The delivery team noticed damage to the leafs, documented and took pictures and said they would advise. I called customer service the next day and followed up. I was told that they would have to send a technician out to verify the damage, even though I sent them pictures and advised them the delivery guys had as well. They said it was policy and someone would be out 1/30/26!! I asked to speak to a supervisor and they advised that one was not available and I would receive a callback within 48 hours. I told them that was unacceptable, but they said they wouldn’t be able to help us until we spoke to the supervisor. At that point, I told them to just cancel our order and pick up the dining set. All of a sudden a supervisor came available and offered to deliver a new set. I advised them it was too late and I wanted to return the damaged set and cancel the sectional couch that still hadn’t been delivered. I was further advised I would receive a credit for the damaged set. It took a month to get the credit, but they won’t remove the delivery charge ($439), even though the set was damaged and I had them pick it up due to that. Also check your paperwork before leaving the store. I was supposed to get 60 months no interest, but upon reviewing the paperwork during this fiasco, I noticed it was sold to me for 6 months no interest. Further edit: Be aware if you return damaged furniture and cancel the order due to bad service, you will still be charged a delivery charge as they state charges are non refundable. So you are gambling the furniture will be ok, because you pay a delivery charge no matter what.

I have only given 3 stars simply because I was not satisfied with the AI bot in charge of updates. The salesperson who sold me the set was exceptional. The manager of the store was exceptional. The item I bought is every bit as lovely as I hoped it would be. Yet the fact the the bot, Jenny, texted me constantly with updates that were wrong led to unneeded stress and aggression. Jenny told me I was getting 5 pieces… 4 armless chairs and one right arm chair. Which was incorrect. When I attempted to get a correction I was told back order they were just delivering what they had. Got ahold of the store and they assured me I was getting what I ordered. Two days before delivery and Jenny tells me I am only getting the right arm chair, left arm chaise, and 2 armless chairs, no wedge. I questioned it again and again Jenny told me the wedge was back ordered and would be delivering almost a week later. At this point I made certain to tell them, in writing, for what I paid for the delivery, if they did not arrive with all the pieces, I would not be paying the delivery charge. Again, the store was very good and did a wonderful job, up to and including telling me that the bot didn’t know what it was talking about.

First time visiting this location. Omar was lovely. He greeted us when we walked in, but didn't hound us as we browsed the showroom. Checked in a couple of times and when we had questions was able to answer them. Was able to present us with several payment options for the living room set we are looking at. Even though we are not quite ready to make the purchase just yet, we were pleased with our experience compared to other stores we have browsed.

Dear Store Manager, I am writing to formally express my disappointment with the customer service I recently experienced at your Joliet store. When my family and I arrived, we were not greeted and walked around for approximately 15 minutes before anyone approached us. We eventually spoke with Mustfa, who assisted me in setting up a store credit account. Afterward, we addressed our concerns about the lack of service with Omar, the assistant manager, who then completed our purchase of a dinner table and four chairs. Unfortunately, the service issues continued during pickup. We were instructed to go to the back door to retrieve our items. Upon arrival, we were met by a red-haired woman who was extremely rude and dismissive. She repeatedly stated that the item was “as is” and that nothing would be wrapped or protected. We explained that Omar had informed us the items would be wrapped so we could safely transport them home, especially since we are women loading the furniture ourselves. She responded that clearance items are not wrapped and that this is simply “not what we do here.” I made it clear that regardless of whether the item was clearance or not, it was newly purchased by me and should be handled with care. Her attitude remained unprofessional and unhelpful. Additionally, when we were taken to retrieve the items, we were told that no assistance would be provided and that there were no materials available to protect the furniture during transport. The entire experience felt as though once the sale was completed, customer care no longer mattered. From the lack of greeting upon arrival to the rude and dismissive behavior during pickup, the service was unacceptable. I am requesting that this matter be reviewed and addressed. Customers should feel valued throughout the entire purchasing process — not just until payment is made. I look forward to your response.