Ashley Store Springfield, MO

Ashley Store

(417) 447-0580

1715 E Independence St

Springfield, MO, 65804

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Store hours

Open today: 10:00 AM - 09:00 PM

Monday 10:00 AM - 08:00 PM

Tuesday 10:00 AM - 08:00 PM

Wednesday 10:00 AM - 08:00 PM

Thursday 10:00 AM - 08:00 PM

Friday 10:00 AM - 09:00 PM

Saturday 10:00 AM - 09:00 PM

Sunday 12:00 PM - 08:00 PM

About Ashley

The Ashley Store in Springfield, MO represents the largest furniture store brand in North America and one of the world’s best-selling furniture store brands with more than 1,000 locations worldwide.

Store Details

Great style doesn't have to be expensive! The Ashley Store cuts out the middle man by building, transporting, and selling its own great furniture. This allows us to bring stylish furniture, created by the largest furniture company in the world, to the people of Springfield, Missouri at a price that other companies cannot compete with. The Ashley Store has exclusive agreements with premium bedding companies like Tempur-Pedic, Sealy, and Stearns & Foster. We sell the best mattresses in the world, with incredible incentives and financing terms that ensures that the customer leaves with the best deal possible! You can find us on E Independence St, near Thompson Cadillac Springfield. We look forward to being the furniture store that helps you fill your home with memories, and hope to see you soon!

Ashley Store Springfield, MO

In-store offers

What our customers say

4.3

(4793 reviews)

76%

11%

FILTER Star Ratings

Joe King

Mar 26, 2025

We purchased a lift char on Mar. 8, from Jason…as I had broke several ribs, from a fall. My husband took much time in checking the numbers on the actual chair against the chair on the order form. He picked it up from the warehouse the same day, and drove 35 miles to our home with it. A few days later, ( when he had someone to help him unload it, and set it up), he realized that it was not the chair he had picked out. After several calls to customer service, and then 3 calls to the salesman, nothing is done about it. We had even helped his Mom pick out a chair there 2 months earlier…never again will we recommend that store.

Patrick shute

Mar 26, 2025

Very good nice deals

Mari Benson

Mar 25, 2025

Greg Krattz was very helpful. Good guy. However, charging $269 delivery fee is outrageous.

Terence Kellner

Mar 25, 2025

After 4 other estimates with 4 different solutions Josh took far more time studying the problem inside and out, to get the right answer for our attic condensation issues. Would be my first call next time I need a roofing solution.

Brandon Klingler

Mar 24, 2025

The employees were welcoming, and patient as we made sure of our selection and stuck with us throughout the entire process

Dustin Aust

Mar 24, 2025

Complete nightmare! Sales person entered the wrong information for the table I was supposed to get which caused me to get billed an extra 400 dollars. I still haven't received my refund. Then to top it off my delivery date has been pushed back an additional 3 weeks.

lori tuepker

Mar 24, 2025

Very knowledgeable salesman who did everything he could to make our sale!

Jose E Aguilar

Mar 23, 2025

Jeronimo Cruz

Mar 23, 2025

The sales associate Wyatt Biggs was a tremendous help in finding what I needed/wanted and was very quick to help me and was very informative about their products

Tyler Hazelrigg

Mar 23, 2025

Great purchase experience, was a quick and easy process. Both Louis and Dante were great!

Gary and Kris Wright

Dec 07, 2024

UPDATE #2(1/15/2025) I'm so DONE with Ashley HomeStore. This is the nightmare that won't end. If I could give them ZERO stars I would. After selecting a replacement piece on 12/19/2024, I was ASSURED by Jason that the furniture was in stock, but the delivery schedule was full until 01/04/2025 I accepted that. 1st Delay - January 11th; 2nd Delay January 18th; now "maybe" it will be ready to deliver January 25th. I'm not holding my breath. I STILL have a horribly defective loveseat that nobody can sit on because it's ROCK HARD. I will NEVER shop at ASHLEY again and I will make it my mission to tell everyone I speak with to avoid Ashley at all costs. I don't know if I'm ever going to get my furniture because I've been lied to over and over. UPDATE #1 (12/19/2024)...After some wrangling and back and forth Ashley stepped up. They allowed us to do a reselect and we picked out a different style. They will deliver new set and pick up old set simultaneously. My faith in Ashley is better. My husband and I purchased a lift chair, and a power reclining loveseat which we spent a lot of time sitting on prior to purchase. It was very comfortable. Our purchase was delivered on October 12th. My husband's Lift Chair is very comfortable and works for him nicely. Unfortunately the very expensive power reclining loveseat has been a nightmare. Almost immediately I noticed the cushions were rock hard and the furniture was extremely uncomfortable. After a week I contacted Ashley and was told to let the cushions break in and it would be more comfortable. After 4 weeks nothing had changed except for the fact that this uncomfortable furniture actually aggravated my pre-existing arthritis condition. For the past 3 weeks I have been trying to work with Ashley to exchange the furniture. I wasn't asking for a refund I was asking for an exchange. My issue has reached the escalation Department at Ashley where no additional progress has been made. I'm hoping that Ashley will make this right, but I'm ready to throw this furniture off my second floor balcony. I actually went to the store and spoke with the salesperson who said yes we've had many complaints on that set because it takes 3 to 4 months to break the cushions in. This is horrible customer service and if Ashley doesn't make it right I will be shouting from the rooftops

Ann Crow

Sep 25, 2024

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 understatement.

Stephanie Cruz

Aug 09, 2024

I’m not one to leave a review but I hope this helps for future reference. I purchased items 7/11 and payed for the White Glove Service (delivery+setup). My items were supposed to be delivered 8/10. I got a call Thursday from a 3rd party (delivery team) letting me know that he saw I purchased the “White glove service” and that he could not assemble one of the items due to how it’s stated as a non-assembled item. I called my salesperson Cody that day and he was only able to bring down the delivery price to $50 keep in mind I payed $199.98 for them to assemble the items. I told him I would let him know Friday 8/9 to see if I wanted to go forward since I was never told that it was going to be an issue and neither does my receipt show that it is stated as an un-assembled item. If I wanted pick up or choose door service I would have chosen those but I payed for the White Glove service for a reason. I called Friday as I told Cody 20 minutes after they opened and Cody was not going to be there until noon but she was going to relay the message. I waited and received no call. I called them back at 1 and I was able to speak with Aaron which he stated that Cody was with costumers and he would relay the message. I told him it was urgent because I was going to miss my confirmation deadline at 2. Long story short my delivery got canceled for 8/10 and now I was needing to reschedule and never did I get a call back from Cody. I was able to get ahold of a costumer service representative over the phone after 6 hours of trying to reach them due to the fact that Ashley’s furniture store was no longer answering any of my calls. Neither was costumer service able to get ahold of them as they were trying to figure out what went wrong. Don’t waste your time because they DO NOT care about you as a PAYING costumer. I’m waiting to see if I could get a full refund from costumer service , give your money to who appreciates it. Save yourself from unnecessary stress.

Renee Brown

Jul 23, 2024

Pros: we got the mattresses and bases we wanted Cons: they did not remove our old mattress and box spring, because of mild staining, citing that they donate mattresses to children. The alternative was for them to charge us $40 to take them to the dump, even though their website says they take and recycle mattresses free of charge and our city has a recycling program. Also any restrictions on what could or could not be picked up were never mentioned when arranging for them to be taken away Somehow after making our order, the delivery of our bases was changed to pickup. I caught the error due to an automated text system, but the texting system did nothing to fix it and when I spoke to the sales people they just blamed the texting system for causing confusion. But then they said that our bases had actually been changed to pick up, but they got them changed back to delivery. In the store, they told me the mattresses would be delivered two weeks before they were actually delivered. I think this was due to a mixup in the ordering process which happened while we were in the store, but the change of delivery time was never mentioned until I called on the day I expected delivery and looked it up in our paperwork. The “sleep expert” didn’t understand the mattress sizing difference between a split king (twin xls) and a split California king. All of the paperwork was completed for twin XL’s even though I had said split California king from the beginning of our conversation. I caught it in the paperwork, but it wasn’t until I insisted on measurements a few times that he realized that he was misinformed. He apologized and honestly that didn’t bother me as much as the sales guy who chuckled when I raised the issue and suggested I should just google mattress sizes if I wanted measurements. I don’t know if it is just this store or all Ashley stores, but I doubt I ever purchase from them again or recommend them to anyone. I had to be an absolute harridan to just buy what I wanted to buy.

Nathan Everding

May 19, 2024

Very unpleased with my most recent experience. Went in for a mattress. Knew our budget before we entered the store. Upon our initial greeting, the salesman brought over the TemperPedic specialist. We immediately made clear we were not interested in that particular brand or the price point. The salesman still made his pitch for the sale and wasted much of our time. We had three children with us ranging from 2 years to 10 years. Even as a potential buyer, we are parents first and had to keep watch over our children. This was not important to the salesman. When we finally made the decision on a different brand, now began the up sale for a very expensive mattress protector and new pillows. Upon our choice to purchase a protector, we were then given instructions on where to sign. During this process it was made clear to me that I had 48 hours to cancel my order. I asked a few questions and continued on. When finished, I grabbed my family and went to our vehicle in a downpour of rain. Along with me, we took the mattress protector as well. After the evening, to take more time to consider the necessity of the protector at the price point we paid, we made the decision to return the protector to save money and buy one for ourselves elsewhere. The next morning I returned to the store to return the protector. I was told by the salesman that had me sign the documents that it could not be returned once it left the store. I said “excuse me?” “You told me we have 48 hours to cancel our order, that’s what I’m doing with this protector.” She then says again that their policy is that it cannot be returned after it leaves the store. At this point I leave very upset. I called the store later that day to speak with a manager about the lack of knowledge about this very unfriendly customer service policy. Of course there was no manager available. I then called the store operations number and voiced my concerns to her. I was told she would email the store directly and have the manager contact me. Three days passed and I never heard a word. I called the store operations line a second time, gave my story again and was once again told I’d be contacted. Same experience. Never received a call, email, text, apology or anything. I am extremely disappointed in my experience. I have spent thousands of dollars spanning over a decade. After this experience, I will no longer spend my hard earned money at Ashley Furniture. They have lost my business over an absurd and unfriendly customer service policy. This needs to be looked into for future customers. I will never go back!

Brian B

Feb 27, 2024

My wife has brain cancer and it has been a brutal fight. A few months ago she was hospitalized twice for both memory loss and loss of strength. When she was discharged from the hospital her mother and sister chipped in to buy her a lift chair to help her regain some level of independence. By the time the chair came in, my mother in law had returned to her home in Colorado. Because the chair was purchased with my mother-in-law's information and the incompetence of the store and their policies it took me over a week and multiple phone calls. Now, only a few months later the chair is having mechanical issues. I called the warranty department and they decided to send parts and then schedule a repair tech once the parts arrived. They arrived yesterday. I called to inform them of their arrival and to make sure nothing happened in error I asked to make sure that the repair tech was sent to the right address here in Missouri where the chair actually is. Well, back down the we can't do anything because someone bought a piece of furniture for someone else rabbit hole we go. This isn't rocket surgery, the chair is here and if there's any question that this is the same chair, I'm certain there's a serial number on it somewhere that can verify it. I never thought I'd see a private company as incompetent as the DMV but here we are, living that dream with Ashley furniture. Also, o don't know if you only have one person that answers the phone with the warranty department or if you just get too many calls because your furniture is junk and breaks that often but you should consider hiring more customer service reps. I started calling yesterday to inform them that the parts were in but twice had to hang up because I had other things to do a d was on hold for over 30 minutes. Today, I was placed in hold for over 47 minutes and when someone finally picked up they were so garbled I had to ask what they said and was immediately put into an automated system asking of I was satisfied with the customer service then hung up on immediately. After another 30 plus minutes of holding on the second call I finally spoke with someone who really couldn't help me much because what she cited as company policy. All of this because someone purchased a chair for someone else. It shouldn't be this complicated.

Melissa Bagwell

Jan 03, 2024

- Bought TV stand & Dining Table/ chairs in store- were told one item would be available on a Monday, next item available on the following Saturday….. and that we’d get a text 48 hours prior to that as a confirmation. - Never got a confirmation text. SO, we called the Friday prior, and they confirmed items would be ready Monday to be picked up. - Called again Saturday to confirm again- they said everything would be ready Monday to be picked up. - Monday- still no text. We looked online and saw the warehouse was closed on Mondays. SO, we called and they confirmed warehouse is closed on Mondays, so we’d need to schedule another day. SO, we scheduled for Tuesday to pick up. - Tuesday my husband shows up at designated time and had to wait an hour for items. He brings it home, and most of the parts to the TV stand are broken/ damaged. He calls immediately and was asked to email photos of all damaged parts- so he did. The lady says it’s too late to submit the warranty tonight, so it would be submitted first thing next morning and that he’d get a call regarding the status…… - Wednesday- NO confirmation call. I called mid day and was told nothing was ever submitted, but that she would submit it while I was on the phone, and was told she’d request an entire replacement for us, and that we’d get a call the next day with status update. - Thursday- NO confirmation call. I called and the guy told me nothing had ever been submitted and requested photos to be sent! I explained my husband already emailed photos 2 days before!! I asked to speak to a supervisor due to multiple mixed messages, he told me a supervisor would be calling me soon. - I waited an hour and called back….. lady told me we had called multiple times and multiple warrantee requests had been submitted and that it takes 72 hours to get an answer on those. - Friday day a supervisor called me, I expressed our horrible customer service experience. He told me we would be getting replacement parts, NOT an entire replacement, despite already being told we’d get an entire replacement… and to call when we received the parts, and that they would then send out a person to put the TV stand together for us. - Saturday we received the replacement parts. - Monday I called to request someone to come put it together and then we were told “they don’t come put it together when we didn’t have it delivered, and it was originally a pick up…. and that we’d have to put it together ourselves.” When my husband opened the boxes they were ALL the WRONG parts AND almost all were damaged!! - What a horrible unprofessional customer service experience this has been!!

Alison Doran Harris

Sep 24, 2023

We purchased a table and chair set for 8, as well as a sofa and loveseat. We were told it would take a couple of weeks to be ready for pick up at the distribution center in Republic. We called one week prior to confirm the pick up time, and to our surprise, we were told that we would first need to pay for the items before we could pick them up. The surprising part was the fact that we paid for the items in full when we purchased them in store. After several hours, we were called back and notified that the salesperson who waited on us was new and that she didn’t ‘attach a file’ but that they now could see we did pay for the items. The following week we called to make sure the items arrived at the warehouse and were available to pick up, and we were then told our order was cancelled. We did not cancel our order. We were told that we would receive a phone call back from the manager at the Springfield location to figure out next steps. We never received a phone call back, so instead we called the call center. The call center rep was able to locate our order and confirmed it was not cancelled and that we could pick it up. We still have never received a call back from the manager. We rented a moving truck to pick up our order and brought it back to our new house. When we unboxed it, we noticed the table has been scuffed and glued back in on the side. The sofa’s sidearm was not flush with the back of the sofa, causing the screwed in upholstery to come out. When we called the store, we were told to speak with the escalated store operations. When we called the escalated store operations, Susan told us that when we pick up an item from the distribution center, it’s on us. Bear in mind that when we picked up the items, they were wrapped in boxes and we could not see the damage until we opened them up. Susan said that someone would call us back and then hung up on us. Given Ashley Furniture’s track record of not returning calls, we aren’t holding our breath. We will NEVER EVER purchase from Ashley Furniture again, and will make sure everyone we have ever met hears of our experience.

Sarah Worthington

Aug 04, 2023

My sales rep was great. Anyone involved past the point of making the sale could have cared less. Purchased 2 couches, 2 beds & a mattress. Reaching out to the Springfield store directly was near impossible, but luckily my rep gave me his cell number, so he was able to help me & even offered to come in on his day off. Couch was missing a back cushion, so they shipped a replacement to me. Mattress was on backorder, so I was told it would arrive in August (I ordered in June.) I was out of town the last week of July without access to my phone, which is when the mattress came in. I had voicemails beginning July 25 telling me it was ready for pickup & to call to schedule my pickup. I called August 2 when I returned to schedule the pickup. After discussing package dimensions & needing to schedule pickup, the call went blank. The rep wasn't responding to anything, so I hung up. Although I had verified my call back number multiple times "in case the call was disconnected" no one called me back. I then responded to an email from a rep that I had received, letting me know I needed to schedule my pickup by August 7 before they canceled my order. I responded to let them know about the call & let her know I'd be picking up the mattress the following day. The rep responded again, letting me know she would notate the order & extend the pickup window into September since I had originally requested a late pickup due to construction. I went to pick up the mattress, where I was told the mattress wasn't there. The lady at the front desk didn't bother to look into it any further & told me to look up the customer service number and call them. She had zero interest of assisting any further. Couldn't even be bothered to give me the phone number. I called customer service, where I was told the order was still in process & hadn't been delivered to the fulfillment center yet, although I have multiple voicemails telling me my order was available for pickup. I was told it is scheduled to arrive August 5. I drove an hour to pick this up. The representative I spoke with yesterday called me back today to let me know her request to have the mattress delivered to me instead of pickup (since I wasted a trip to Springfield) was denied b/c "after so many days" of me not returning calls, the order was canceled, and I would need to reach out to the store directly again. One week of me not responding to voicemails is all Ashley gives before canceling orders....even though I have an email from an Ashley Rep stating I have until August 7 before my order is canceled. I am completely baffled & disappointed by the level of service, which is next to none, we have received over this order. The only reason I am giving Ashley 2-stars is b/c of the great service Louis provided me. We had every intention of going back for 2 new recliners once construction is done, but this has been the biggest mess.

Terry Thompson

Dec 28, 2022

Bad warranty experience and absolutely awful delivery experience! I paid for a 5-year furniture warranty on my six piece dining room set at the time of my original purchase in Sept/Oct 2018. The set was scratched about three years into the warranty; the warranty covered full replacement. After waiting through all of COVID (they wouldn’t come into homes to work during COVID) and then calling back in for a technician to evaluate the furniture again on 10/24/2022, the technician arrived on 12/4/2022 for a ten minute visit/picture session where he stated they needed to replace the entire set. Finally, on 12/28/2022, their delivery company, DSG, brought out the replacement dining room set - two of the four chairs were scratched (they had assembled them in the warehouse and likely scratched them as they pulled them over others’ furniture in an overpacked delivery truck). They installed the table, the other two chairs and a bench. When I told them they needed to replace the two scratched chairs, their delivery supervisor, Rick, insisted all furniture be returned. At the same time, I had Ashley customer service on the phone and they said only return the scratches products for replacements because they said I didn’t need to go back through the technician inspection process which could add another 6-8 weeks to fulfillment. Rick hung up while the Ashley rep was giving direction. The driver then called Rick’s manager, Derek?, and he told his team to remove my newly installed set from the home; I told him, over the phone, I would keep the good pieces and they could replace the damaged items. He insisted his team remove them; I said no way! He then told his team to leave the damaged chairs, which they had already put back into the truck, in my driveway on a sub-freezing blustery day and pull away from my property. The Ashley furniture customer care rep was on the phone with me through the entire ordeal and said she had never heard of something like this before…she agreed it was an awful delivery experience and assured me she would replace the damage chairs and file a complaint against the delivery company, DSG. At this point, I am still awaiting follow-up for replacement of the two damaged chairs. They have not yet satisfactorily completed the delivery and I have not signed for delivery of the order since it remains incomplete. What an awful warranty and delivery service! I asked Rebecca, the Ashley customer care rep, to request an additional 5-year warranty at the expense of DSG to address all the headaches they created in the delivery; I am still awaiting that outcome as well.

Rebekah Arwood

Jul 09, 2022

In 2018 I purchased a $2800 sectional, with a $320, 5 year extended warranty plan. I was told that this warranty included damage done by pets. Within the 5 years, I incurred 2 small rips (under 1”) and opened a claim to have the rips repaired. Ashley furniture said it was out of their hands because it was past the 1 year manufacturing warranty, so I needed to open a claim with the protection plan company. So, I did. My claim was denied because of a manufacturer defect with the fabric, so the warranty was voided. So, I spent $2800 on a sectional from Ashley Furniture, on a fabric couch that was pitched to me as “highly resistant to pets” and the fabric is discontinued and considered a defect, so my warranty was voided. All of which is completely out of my hands. I went back to Ashley Furniture and explained the situation. I understand that their 1 year warranty was expired, however, their sales representative lied to me in order to get the sale. He lied to me about the fabric quality and about the extended warranty plan. Because I was lied to, I do feel that it is Ashley Furniture’s duty to rectify the situation, given that their sales rep lied and misrepresented their products. I’m not asking for a new sectional, I am however asking for the rips to be repaired, which can be done for under $200 (I have already contacted 2 local businesses within Springfield that will repair the rips on site). I am extraordinarily disappointed in Ashley Furniture, as I have purchased furniture from them, and so have my family and friends for 30+ years. I will not be back to purchase anything from Ashley Furniture or their affiliates, nor will my family members. I strongly recommend that if you continue to do business here, don’t purchase the protection plan, as it is entirely pointless, and don’t expect anything that they are telling you to be true. If you like the furniture and the price, purchase it for that reason only. EDIT: I contacted the customer support number that was left in response to my review. As it should be no surprise, I wasn’t able to get a refund for the protection plan, nor was I able to get the full cost of repair covered. However, the individual who helped me worked very hard to get me 5% of my purchase price back ($110). Some money back is better than none, as it goes records the cost of the repairs. Once again, I stand by my original statement. “Do not purchase extended warranty plans”. I personally will not be shopping at Ashley Furniture anymore only due to the fact that they lied and didn’t stand behind their product. But I do commend the rep that helped me receive some money back!

Josh Beebe

Feb 11, 2022

Where do I start? Bought my bedroom suite 16 months ago and with the sales persons suggestion we also took advantage of the extended warranty. Was sleeping and the left side of my bed collapsed. Amazed to my surprised nothing was broke. The bed literally fell apart. Quite disappointed, I first called customer service the they repeated several times the bed out of the one year warranty and referred me to the extended warranty company. They let me know they do not cover a bed falling apart. The warranty I bought was worthless. After complaining they referred me back to the store and since there was nothing broken the store would cover the repair. The representative had me tell Ashley something very specific (I do not remember what) , but the representative did not question me and set me up for an an appointment for someone to come fix my bed. The tech would call within 24 hours I was told. After 10 days I called back and spoke to a VERY rude and condescending customer service rep and he told me the ticket was closed the next day and they were not going to fix my bed. At this point, I was lied to about the warranty “covering everything”, turned down by the warranty company, lied to about a repair tech calling me, and then treated like an absolute piece of trash when I was trying to figure out why I wasn’t called. Any body who has only had a piece of furniture for 16 months would be highly disappointed the bed fell apart. No one has reached out to me. All I get is, your bed isn’t covered. I will never buy from Ashley again and I will tell every person I meet and know about my experience. Another large box furniture store who doesn’t care about their customers, only collecting money. The response you see below from the “care team” signed DB is false. They have never once tried to contact me after I attempted the ways they suggested. That is written so people think they are trying to make things right. AGAIN, please think twice before shopping at Ashley! Go to Furniture Row at least their customer service is great! 4/26 Care team did NOTHING. DO NOT BUY FROM ASHLEY. Fair warning!

Sid Whiting

Nov 30, 2021

UPDATE: The Reply left to our review included the canned response "contact us at this email/phone number to discuss further". Precisely what I asked them NOT to do. Make me chase you to solve the problem. *** I share this not out of any spite toward the company, but to provide a factual account of our family experience. We ordered several pieces of furniture near the start of June 2021. It is now November 30th. 6 months. We received about 1/2 of our order just before Thanksgiving. We are aware of the supply chain issues brought on by the global pandemic. Those are understood and to be expected, and are mostly out of the local store's control. We get that. What is not understood are problems with the things a store can control thru proper training and self-reflection. I am listing three tips/training items as a suggestion to improve future customers' experience: 1) Always returning phone calls when promised. Sales people need to be trained to give at minimum WEEKLY updates after the initial anticipated delivery schedule is past. There is no reason why a customer needs to be calling to ask "Where's our stuff you said would be here?" 2) Tell the truth, even when it hurts. Continually saying "it'll be here next week" when the salesperson doesn't actually know frustrates the customer, especially when we hear it week after week for months on end. You can control what you tell your customer. All you have to say is, "Honestly Sir/Ma'am, we don't know when it might show up. It could be next week, or it could be a month or two given how other customer's shipments are moving." I can respect someone telling me the unvarnished truth. I do not appreciate "the truck will be here next week...." told to me a half dozen times. It feels like the store is just trying to hold onto my money and are afraid I'll cancel my order if they tell the truth. Maybe they're correct: I won't wait forever, but I'm also going to remember this kind of slimy "hold onto the money" stalling tactic the next time I decide where to go furniture shopping. Business 101: it's not just today's sales that matters. Think about tomorrow / repeat business. 3) Get the act in gear. When I learned several of our pieces of furniture have been sitting in warehouses in St. Louis and Chattanooga for weeks (months?), my question is, "These aren't stuck on a boat or a dock somewhere: why aren't they being delivered?" Amazon trucks are delivering. FedEx trucks are delivering. UPS trucks are delivering. I work for a Fortune 500 company in our Supply Chain division, and our trucks are delivering in 24-48 hours nationwide. Keeping our customers waiting weeks/months for inventory that were sitting in our warehouse is unacceptable. If your fleet of trucks can't get it done, hire one that can. Or worse case scenario, offer the customer a discount and they can pay for UPS/FedEx to go pick it up. Every review should contains Pros as well as Cons, so here are the Pros: The quality of the half of our furniture pieces that we have received is good. The store itself is clean and well laid out. Sales people are knowledgeable about the product itself and are friendly. At the end of the day though, a retailer's #1 job is getting product from the manufacturer to the customer. That is the only reason Retail exists instead of customers directly ordering from the manufacturer. Talking a good game with a nice store and nice sales reps is only 20% of the job. Failing to deliver, inventing fictional timelines, and causing us to chase you for the product we paid for 6 months ago means 2 out of 5 stars is the best I can give. . To whomever Might respond: I don't need to be given your number or email address to send this concern to, nor do I need to be told "we've implemented a program to ensure customer's get their delivery on time." I've seen that same basic, canned response to every review that mentions the same issues I do, and apparently emailing, calling, and your "implemented program" are not working, so I see no need to waste any more time on any of that.

laura sloop

Sep 24, 2021

In March 2016 I bought a couch and oversized recliner. The sales person offered me the extended warranty for $289. I normally do not buy the extended warranty but she told me if I did not use it in 5 years, I would get that money back. So I got it. Five years later I had not used the warranty so I reached out to Ashley for my refund. The man on the phone said it would be refunded, I would just need to come to the Springfield store and they would give me my money. I went to the store and the man said they would not give me my money back but it would be a store credit. I did not need any furniture or anything else from that store. I was upset and of course felt like they had done bad business. I did see a skinny dresser I liked and decided I could find a place for it and even though I was upset I would get the dresser and be done with Ashley. The salesman said I didn’t pay the difference that day but when it came in. I get a call from Ashley saying I needed to pay for it. Ok, I assumed it was in. So I go to Ashley and they say they had never ordered it because I didn’t pay for it. I had been told not to. Since they had not ordered it I decided I would upgrade to the wider dresser. This was the beginning of October 2021. The woman there said it would be sometime in December but could be mid February 2022. That was really no big deal. The difference was $198, I paid it at that time. After tax the total was $449. I was going to pick it up in Springfield because I didn’t want to pay a $139 delivery fee. I called today (3/10/22) because I have not heard from them. They said that order was cancelled in January. They did not know why. I explain my issue from the beginning and the girl said I had to call the store directly. The number I called today WAS the Springfield store. How do I get any more direct than that? That store has been of no help at all. I’m so disgusted by this place. At this point I want either my $449 back to me (not store credit) or the dresser delivered to me without me paying the delivery fee. This place has the worst customer service ever!

Andrea Richards

May 08, 2021

Summary: nearly 3-month delay from when they say furniture will arrive; manager unwilling to waive 10% cancellation fee; serious communication issues; bottom-feeder level customer service. If you'd like to know why I give such a harsh review, please read on. On January 23, 2021, I entered Ashley Homestore Springfield to place an in-person order. After entering the store, I was approached by Home Furnishing Specialist, Ethan Martin. During my visit that day, Ethan verbally gave me estimated delivery dates for the furniture I wanted to purchase as follows: queen bed base - February 4th, loveseat and chair - February 20th, and the sofa - March 9th. I completed my purchase and waited excitedly for the delivery dates to arrive. As of February 6, 2021, I had not received the queen bed base that was expected on February 6th, so I returned to Ashley Homestore Springfield in-person to get updated delivery dates for my order. Ethan was working that day and was able to give me a written list of the updated delivery dates as follows: queen bed base – February 9th, loveseat and chair – March 2nd, and the sofa – April 10th. On February 11, 2021, I called Ashely Homestore Customer Service and spoke to Josie at 11:25 am. Josie gave me new delivery dates that were, again, different from the ones Ethan had provided on January 23rd. She provided the following delivery dates: queen bed base – February 16th, loveseat – February 23rd, chair – March 9th, and the sofa – April 3rd. On February 21, 2021, I called the company at 12:38pm, only to reach a recording that said the store was closed and to call back during open hours. Then the call disconnected without providing the store hours or allowing me the option of leaving a voicemail message. On April 11, 2021, I called the company at 2:11pm, and was told that the adjustable base was now available for pick-up, but the sofa, loveseat, and chair would be available “the first week of May,” but that could change as the company is at the mercy of the manufacturer. By this point I was no longer interested in completing my purchase with the company and I decided to cancel my order. On April 19, 2021, I called the company at 4:54pm. I reached a receptionist who put me on hold for nearly 4 minutes as she went to get Ethan Martin to speak with me. She returned to the phone to tell me that Ethan was with a customer and asked if he could call me back. I advised that I was entering a 3-hour meeting (5:30-8:30pm) and was not available until after that, at which point the store would be closed. I said I would call back. On April 21, 2021, I called the company at 6:44pm. There was no answer, so I left a voicemail asking for a call back. On April 23, 2021, I called the company at 4:50pm. There was no answer, so I left a voicemail asking for a call back. By April 28, 2021, I still had not received a call back from Ashley Furniture, so I sent an email to their Internal Escalation Team that responds to these negative Google reviews. The email response I got from Brielle with Ashley Furniture on May 1st gave a pat apology for the extensive delay and told me my furniture was now in stock and to contact them to arrange the pick-up. At this point, I am not interested in doing business with Ashley Furniture. Today (May 7th) I spoke to the the manager, Brandon. He offered a discount 9% discount on the sale and free delivery. When I said I wanted to simply cancel my order, he informed me there would be a 10% cancellation charge. Brandon was unwilling to waive the cancellation charge because I had "signed a contract" stating I agreed to the delivery dates as estimates, and he said he can't amend the contract. Do you for one second believe a manager of a store doesn't have the ability to cancel an order and waive a cancellation fee? I sure don't. So, if you read this whole review, I hope you realize the kind of company you are getting into business with by buying furniture from Ashley.

Fishin' In Scrubs

Jan 13, 2021

What a frustrating buying experience. I bought a loveseat and couch on August 4, 2020 for a little over 3k dollars. I was told to expect delivery in early to mid December due to the pandemic. Come December, I call Ashley. They inform me that the loveseat is in the distribtuion warehouse, but the couch has been delayed to Christmas week. I call Ashley again during Christmas week. They tell me that the couch has been delayed to December 28. I call Ashley on Jan 9, 2021. Customer service tells me that the loveseat was never in the distribution warehouse and is currently in transit. The couch has now been delayed to April 2021. Mind you, Ashley never calls me to tell me any of the delays. It's always me initiating the conversation. I tell Ashley to cancel my order. Customer service tells me they can't cancel the order. Only the manager at the regional store can cancel the order, but that they will put in a ticket. I give Ashley a few days. I try to call the regional store several times, but they never pickup. If you call the regional store and keep waiting, eventually you will get transferred to corporate customer service, and they will tell you to call the regional store. I text my salesman to help me. He is very slow at responding to my text messages, but tells me that the store manager will call me. One day passes. No phone call from the manager. The next day, I text my salesman again. Finally, another store manager calls me. She apologizes. Tries to give me a discount to keep my purchase. I politely decline and explain how frustrating this has been. She proceeds to cancel my order, and informs me that my refund will appear in 7 to 14 days. I get that the pandemic has caused delay and supply issues. But I think 5 months is more than enough time for them to deliver. I don't think their quality is worth waiting 8 plus months. Moreover, what vexes me the most is their lack of communication. They never called me once. Never emailed me. Never updated me of any delays. Customer service was below average. The experience has been so off putting that I will never buy from Ashley furniture again. On another note. Why does Ashley charge me the full amount for furniture they knew wasnt going to be delivered until December by their best estimate. I think something reasonable would be pay 50 percent of the total upfront and the remainder a week or two before scheduled delivery. I essentially gave Ashley furniture an interest free loan. Awful.

Will Carneal

Dec 30, 2020

DO NOT BUY FROM THIS LOCATION, THEIR WORD IS NO GOOD. I went in to purchase furniture around 3 or 4 months ago. They informed me that everything was on back order. I had absolutely no problem waiting the time we agreed on but when that 6-8 weeks was up I never heard from them. I called Ashley, spoke with someone in sales, they said “we will have your salesperson call you back in an hour.” That hour turned into a day. I called back the next day, same thing happened. I had already realized this place was a joke so I thought I’d wait and see how long it would actually take for them to call me and give me an update. (At this point I’m testing their word) I waited another month and called them back and once again they said “oh we will have your salesperson call your right back.” I waited around all day and when I sat down for dinner (on the lawn furniture in my living room) I get a text message and this is what it says......hey this is *hidden name* with Ashely Our phones here are complete garbage and don’t work half the time, so I am texting you. Idk if they have to raise a calf or what but your loveseat is pushed back to the end of next month” I’m spending close to 7000 on this furniture. For some that may not be a lot but to me it is and I’m not trying to get jacked around for 5 months straight. I already had to cancel all the holidays at my house due to not having furniture. I would have been more than happy to cooperate if they had stayed in contact and kept me updated. But if a company can’t return your phone calls and the conducts business through text, I don’t need them. I ended up replying in text to go ahead and just cancel my order I’m done with their nonsense. The only response I got was, “okay I’ll let the manager know.” This is a prime example of the loss in value of a mans handshake and word. This is a prime example of businesses not taking care of their customers. I have bought 3 sets of furniture from Ashley over the years and I will never be back.

P5 Fun

Nov 19, 2020

*Update* Emailed the address below as requested. Got a quick reply from someone asking what had happened. I replied back, feeling hopeful, explaining everything & they disappeared. I’ve emailed them three additional times & have not heard back from anyone. This is absolutely insane!!! Absolute WORST customer service!!!! Purchased a couch & recliner online in April, the order was fulfilled through the Springfield warehouse. Within two months the couch had a hole where the stitching had come undone in one of the the seats & the recliner wiggles & feels like it’s going to fall apart anytime we sit in it. We have a high risk newborn & didn’t want to let anyone in the house or have to go anywhere to deal with it so we waited until August to deal with it. Contacted customer care via online chat & set up a technician to come make the necessary repairs. They send you the supplies and you have to hold them in your home until all of the supplies are received. Then you have to contact them again to schedule the tech to come out. (None of this was told to us until waaaay after we started this process) Well we started receiving the parts (several huge cushions & boxes) and I thought we’d received everything (they never told us what items to expect or when to expect them) so I contacted them to schedule the tech. Had to re-explain everything that was happening because they apparently don’t keep tickets or information on customer accounts & was told they never ordered the fabric that was needed so we would have to wait for that as well. Finally received the fabric & contacted them again to schedule the tech. Had to re-explain everything AGAIN! Additionally, every time I contacted them I was transferred back & forth to different people & different departments “who would be able to assist” and had to re-explain the situation every single time. The tech couldn’t make it out for two weeks which was annoying, but whatever. So we had most of our kitchen taken over by their random sh*t for months. We live in a small townhome & seriously don’t have the room for this. The tech came out yesterday (a company contracted out by Ashley) they took one look at what needed done & said “this is at least a half a day job & we were only contracted to work two hours” they said they also didn’t have all the parts needed to make the repair. So now, they have to let Ashley know what happened, order the additional parts (I guess?) then reschedule. They said it would be another few weeks before this would all be completed. When I call the store they ask “is this for an online or in store purchase?” Then since it was online in given another number to call. I’ve waited on hold with this number for upwards of 45 minutes over twenty different times & have yet to speak with anyone. I am absolutely livid & wil never recommend or purchase another item from Ashley Furniture!

Aaron Henry

Oct 15, 2020

I'll start by saying that Ashley has great furniture. I've been a loyal customer for nearly 10 years. The quality is above average. However, my recent experience will likely result in me never returning to Ashley in Springfield, MO. I understand that there is supply issues due to Covid, causing 4 month or more delays in furniture delivery. What I do not understand is the atrocity in customer service and continuous excuses for furniture not being delivered. First, good luck calling the store. You cannot speak to anyone. I have called numerous times to get an update on why I only receive a part of my order and you just ring and ring. I've been in the store to discuss my issues and have watched the phones, sitting around, ringing nonstop, and NOBODY even pays attention to them. Secondly, I was in the store to discuss my issue and a new customer was signing his paperwork to buy his furniture. That customer asked his salesman if he was going to get the same runaround I was getting, in which salesman responded "probably, we are in a pandemic." I mean good grief. Thirdly, I have been told numerous times my furniture was being delivered. Delivery calls on the day of delivery and they tell me they don't have most of my furniture (this is nearly 4 months after my order). After calling and calling and trying to speak to someone, I went in and was told the rest of my order was in the warehouse and should have been delivered. Couple weeks later, next delivery calls to schedule delivery and tells me several pieces are missing. I call...no answer...no help. I come to the store and am told ALL of the furniture is being delivered...they even show me the delivery schedule. Next day, delivery comes and you guessed it...missing pieces of my order. I talk to Ashley again and they tell me oh, the furniture did not make it Springfield to be delivered, after telling me it was in the warehouse and on the delivery log. They apologized and told me they would schedule me for delivery tomorrow. I have yet to get a delivery call/text/email, so I'm not overly optimistic I will see my order delivered. Ashley has not been overly apologetic. They have provided very little customer service, especially when you are spending a lot of money on furniture. They charge you for delivery, yet it does not get delivered when they say it will and they do not tell you anything on why or when to expect it. They have not offered to resolve this issue or attempt to make me a satisfied customer. I have waited to post this hoping they would attempt to at least try and salvage the relationship, but they have not. They have even told me they would call me back with updates and then never contacted me. COVID does not cause lackluster, non-existent customer service. You get people to spend thousands of $$ and then care very little about follow-through. I'm sure DSG Feedback will respond to this review. Please know that I reached out to DSG Feedback last week to get this matter resolved. They responded that they would figure out exact timing of delivery and have not followed up. So their generic, apologetic responses to negative reviews are more for show than an actual attempt at assistance. Good luck if you go here. You're just commission and a number to this store.

David Baker

Aug 12, 2020

In store purchase was fine, would even say it was pleasant. Was told 6-8 weeks till it was ready for pickup. Never got a call about it being ready, so I called and never got a real person to talk to. Week 10, I instant messaged online, the company, and got a response stating it was ready at warehouse. Went to pickup my order and was told they had 2 orders of the same sectional, one was canceled, so they returned one and that now they could find my order. After 30-45 minutes they located half of my order, which I took with me. Now it week 11 and I called the store and to my surprise got a person on phone and was told the other half was ready at warehouse. Went this morning to pick it up and the warehouse doesn’t have it and can’t tell me when it will be there. This is the worst experience I can have with a company. One arm doesn’t talk to the other and I don’t think they care to help anyway. First and last time I shop at Ashley Furniture HomeStore. Continuation and conclusion of my story and review..... I was able to get all info, as requested, to Ashley Home Store, in which I got a quick email stating they were “getting to the bottom” of what was happing. I on the other hand went back into the store and spoke to one of the Springfield Manager’s. At first they gave me an October 5th receiving date, which I wasn’t to happy about at all, but then they got on the ball and told me to call back in the morning the they would have a definite date and time. Which I did the next morning and they said they were working on getting it in by Aug. 15. Today is August 11th, received a text that it was ready for pickup and it really was. Got all my stuff and am happy now. Added a Star to my rating for getting it in before October. I know I was really rough on the first part of my review and I will stand by my post. But when push came to shove, Ashley Furniture HomeStore pulled it off, however it cost me more stress and headache then I would care to spend. I will be giving a lot of thought in where I order on next piece of furniture.

Allison Waranch

Aug 07, 2020

MUGGY. I typically don’t leave negative reviews, but no one should have to go through what we’ve been through. My grandma passed away in my house. We wanted to remodel the house so we didn’t have to be traumatized every time we looked around. On the day of grandma’s funeral, my uncles house caught on fire. We knew we were getting new furniture soon, so we gave my uncle ALL of our furniture. We were told it would take 3-4 weeks to get the furniture in. A month passes, so we call to check on it. They say it’ll be another month. That passes, so we CONTINUE to call. It is pushed back every time. We have been told “it is in the warehouse and will be delivered to you by the end of the week” probably 5 times now. We ordered this furniture in MAY, and they are now saying we may not have the furniture until the end of October. They also told us most of our furniture was about two hours away and we could have it soon. Turns out, the furniture hasn’t even been built yet. It’s not in a warehouse at all. You’ll wait on the phone for an hour to talk to someone most of the time. You’ll be profusely lied to just so they can get the sale. They pretend to want to fix your problem, but they have no interest in fixing anything. We were also told our furniture was on hold because some worker put us on a “customer will call list,” meaning they were waiting for us to call and request the furniture to be delivered. Which we clearly never did. A worker decided to put us on this list out of nowhere. They do not call you to update you on delays or any problems. You have to call them. And hope they’ll even answer within an hour. The customer service at this location is absolutely muggy. They care about nothing other than making a sale, and will put on a fake customer service act and lie their way into the sale. Muggy. Muggy. Muggy. Joplin is an hour away. Go to their location instead. It’s a bit of a drive, but you’ll get better care than this muggy location.

Samantha Bishop

Mar 26, 2020

Our sales associate was very pushy. He was not patient either. We had already decided that we were going to get a couch though, so we just did it anyway. He tried to rush us through the paperwork as quickly as he could. I couldn't read very much, if any, of the paperwork with as much as he was pushing us. When he typed up my information for their credit card, he spelled my name wrong. He also typed in the wrong address, so I still haven't received my card yet. I have been trying to deal with Synchrony to fix this whole mess and that has been terrible too. For my most recent call with them, I was on hold for over an hour waiting to speak with someone. The sales associate at Ashley was also trying to get my friend to fill out the paperwork to get a credit card too. She wasn't even trying to buy anything. He entered her information incorrectly too, then he made her call the company to get it figured out and cancel the card herself. I don't know if they get extra commission for having more people sign up for cards or not, but he was definitely pushing very hard. The couch is okay, but I definitely would not have gotten it if I would have known all the trouble it would cause. When I got the text saying that it was ready to be picked up, I tried replying to it. However, it texted me back saying that it only accepts texts of 1, 2, or 3 and to respond with the correct number. It never told what any of those options meant though. I just decided to call someone to answer my question instead. She was very rude and she didn't really even help me and then she hung up on me. We got to the store and had to wait outside in the cold for anyone to let us in. We went to the back of the store like the sign said and tried ringing the doorbell several times, but no one answered it. Finally an employee came out the back door to get something from outside or maybe her car and she let us in. No one even had their radios on, so they didn't even know that the doorbell had been ringing. They looked all over the store for it and then they finally decided that it must be at the warehouse. We got someone to look it up for us to make sure that that was were it was actually at, and they all acted like we were stupid for going to the wrong place. We didn't even know that they had a warehouse though, because the sales associate did not tell us about it or that the warehouse was on the other side of Springfield. When we finally got to the warehouse, they had us back up to the wrong door. The worker was also supposed to load it onto the truck or at least help us load it onto the truck, but that didn't really happen either. Not only that, but the worker also had my brother help him move someone else's furniture onto their trailer. I really wish that I could say that it was a great experience, but I can't. I also really don't like throwing people or businesses under the bus. Like I said, the couch is okay. I think it was overpriced though. If you do decide to buy furniture from them, make sure that it is a really good sale, do NOT sign up for their credit card, and do not use David Yeager as your sales associate.

Kevin Styles

Jan 12, 2020

UPDATE: It’s officially been a month since I ordered an end table and have not received the product AND I have not had ANY contact via phone/text to let me know when I should expect to have it. Was supposed to be ready for pickup on the 28th of December. I would not recommend them unless you are looking for a second job, because you will be doing all the work. Let me start off with the positives. Jamey is by far one of the better salesmen I have encountered anywhere. We were at the showroom for at least two hours and he got our big order taken care of and he and I chatted about music and life in general. That’s where the good review ends. From the time we left until delivery, the customer service was terrible. From changing delivery dates, not having all of the furniture, changing times etc our first experience was not a good one. I went back to Jamey on the 12th of December and ordered an end table that my wife wanted to complete our living room set. He let me know it would be ready for pick up (delivery cost extra) on the 28th. I drove to the distribution center on the 28th and yup, not ready for pick up and was told it would be ready on the 31st. I was told we would get a call when it’s ready. Today, Jan 3 I have not had any calls/email/text about the availability of a simple end table order. We called the “customer service” (yes that’s in quotes because it really should be re-named) and inquired about the product. We were told now it should be ready on the 5th. We asked why we haven’t been updated about anything since purchase and response was “I don’t know”. We asked about speaking to a manager and were told “there was not a manager available”. My wife then vented about our frustration and lack of communication and basically got crickets on the other line with no apology for anything. We let the person on the other line know that we would not be making purchases from Ashley in the future and again no response. I am writing this in hopes that someone from Ashley cares enough to try and make things right, instead of having these types of reviews from a single portion, “customer service “ , that is destroying their business. UPDATE. Today Jan 5th, no call. Still waiting on an end table I was told would be ready for pick up on Dec 28th. UPDATE Jan 10 almost a month since I paid for the end table. I scrolled through the reviews and found an email from a response to another bad review. (Yes, I’M doing the work) and sent an email. Was told I would hear something from the escalation team within 3 days. Surprise, nothing. Still don’t have the product I ordered and feel as if I won’t ever get it.

Garrett Dollins

Dec 29, 2019

We ordered a sectional couch and a dining table and chairs from The Springfield location during their black Friday sale (Nov 24). They scheduled the delivery of the couch, table and 1 of the chairs for December 7th. On Dec 6th at 1pm less than 24 hours before my delivery they called and said that the middle section of our sectional wasn’t going to be delivered tomorrow and that I would need to schedule on Dec 11th a Saturday to have that piece delivered. So now instead of 2 deliveries that I have to take time out of my day for and plan around they want to do 3. After I called and complained and through a fit they magically called back and said they had made a mistake and it was going to be delivered after all. What really happened was they took the piece from someone else’s delivery and moved it to mine. They told me that the rest of my chairs would come in on dec 26th... the day after Christmas! I told them that would not work and so they scheduled it for that Saturday the 28th from 9-12 was my delivery window. On Saturday the 28th at 8:00am I got a call from their call center that informed me they wouldn’t be making the delivery that morning and that my chairs didn’t actually come in. A month after I purchased them and they still weren’t there. I called the store and asked for the manager and he was on vacation until next week and he is the only one who can handle it. I told them I would just pick the chairs up from their warehouse because apparently delivery is something they can’t handle and the sales rep told me that two of the three chairs would be there but one of them was in STL at a distribution center. He told me the earliest I could pick them up would be January 7th 5 weeks after I originally ordered them. He didn’t offer to expedite the shipment of that chair down or offer a refund of any kind. I will never buy furniture from Ashley again. They’re customer service is awful and you will waste a lot of time waiting for items.

B J

Dec 10, 2019

A few years ago, we went to Ashley looking to buy a new mattress. So we meet with the salesman and he showed us what he called the best mattress we could ever buy. A $3000.00 king size Serta icomfort memory foam mattress. The most expensive icomfort model they had. He made all these promises about how the mattress would help us sleep, help with posture, help with my back pain, and was guaranteed to NOT lose its shape in 10 years or Ashley WOULD replace it at no cost to us with this so called amazing warranty that came with the mattress. So we financed the mattress, box springs to match, and a bed frame. Not even a year in and it starts losing its shape. (Currently, when I lay on this mattress, it feels like I’m laying on a recliner because it has sunk down so much in the middle.) So we go back to Ashley to see about the warranty that was promised to us and they tell us it’s no longer their responsibility because they no longer carry those mattresses. They informed us that we would have to contact Serta directly AND THEN THE SALESMAN TRIED TO SELL US A NEW $3000.00 MATTRESS OF A DIFFERENT BRAND!! We went to Ashley trying to resolve the issue with the first mattress, and the salesman, fully aware that we’re still paying on the first one, tells us that there isn’t anything they can do to help us with our current mattress so we should just stop paying the finance company since they no longer use that finance company anymore anyway, and finance a whole new $3000.00 mattress... Seriously?!? So on top of all of that, we did contact Serta and they informed us that first we will have to pay hundreds of dollars out of pocket just to have our mattress “inspected” to see if it is faulty, and then we will have to pay hundreds of more dollars out of pocket to have a new one delivered if the current one is in fact defective. We were promised a 10 year warranty with no out of pocket expenses from Ashley and yet in my bedroom there’s a VERY expensive mattress (that we’re still paying for) that has lost its shape so terribly that we can’t even sleep on it anymore and all Ashley wants to do about it is sell us another mattress.

joey harris

Oct 23, 2019

Jay was the sales man that helped us after walking through the store for 15 minutes, we caught his eye and he got our attention, but it wasn't until we settled on a couch alone that he helped us. We then got into the credit process of purchasing the couch where he was non transparent with his number and APR, and frankly uneducated. As an employee of Corwin Ford in Springfield, transparency is key to the best possible customer service. We signed the papers and got sent to finance. We went in thinking the APR was 10% after a 3 month period of paying, where as it was actually 12% across the board for a 19 month financing period. Keegan, the AcceptanceNOW finance representative was the only reason this review gets any stars. She was marvelous in helping us get an understanding of what was first misinterpreted. Discussion of finances are tacky, but the price that was given to us from the get go was ALSO misinterpreted from Jay the sales representative. Over 19 months, with the original 1399 sectional with APR and tax included, WAS ACTUALLY 3600 dollars. Very poor communication on his part, but we got it sorted out with Keegan and we left her desk happy as could be until we got to Susan. Susan finalized the deal and was not helpful, nor educated, on how to properly help a customer with pick up, directions, or any misc. questions. Her reply to every question was "it's on the paper that was given to you". Honestly my dog gives me better customer service, atleast smile and try to even remotely give us some good customer service after spending so much on a couch. All in all, we got the couch that we were looking for, but if you're looking for an easy buying process, transparency, and good service, you're not going to find it in Ashley's sales department. The only great thing they have going for them is the finance department, definitely ask for Keegan if a sales rep can get you that far in the process. Also, if you're looking to get a warranty, it doesn't cover pets. When we were talked into getting the warranty, we told him we had a dog that would be living with us and he did NOT mention that pet damage was not covered until the final signature was signed at closing time. So we ultimately left Ashley upset with no reason to have the warranty we had spent 250 dollars for. Very very VERY poor service from Jay and Susan.

Haley C

Oct 18, 2019

Wow. Where do I begin. I ordered a bed frame, the process went smoothly and I was looking forward to the delivery. On the delivery day, we were given a three hour window for the expected arrival. 30 minutes to the end of the window, we hadn't heard anything, so I decided to give the store a call to check on the status. Turns out, the bed frame arrived damaged so they had to order a new one for me. I was never notified of this and wasted 3 hours of my time waiting at home for something that would never come. But mistakes happen, it was no big deal, there was another one on the way. 2 weeks later, we received the bed frame. My partner and I were leaving for vacation the next day, so we didn't plan on putting the bed together until we returned. We come back a week later, start putting the bed together, and realize we had received the wrong size footboard. Our bed was a queen, and they gave us a full sized footboard. This is where the nightmare really begins. I go into the store, explain the situation. They tell me to call their call center. I do. Call center tells me to talk to the sales associate at the store. Well, I'm already at the store. Apparently the gentleman who ordered the bed for me was on vacation, so the store told me to call back the next week when he would be back. A week passes and I call back. Now I'm told there's nothing the store can do for me since the mistake was made at the distribution center. Again I'm told to contact the call center. I do. Again I'm told there's nothing they can do for me and I have to contact the store. I call the store AGAIN. Eventually they tell me that the sales rep who sold me the bed will handle the situation. Another week passes and I don't hear anything. I call the store again and immediately ask for a manager. I'm told they don't have a manager. WHAT. At this point, I am literally begging the store to help me. What kind of business thinks it's acceptable to make their customers beg them to solve a problem THEY caused? Finally, the manager at the distribution center was contacted. I'm told the correct sized footboard will arrive on my doorstep the next morning. Nearly 3 months from the day I ordered the bed, I finally have it. I was super patient during this whole process, but towards the end I was frustrated, stressed, and appalled at the way this was handled. I work as a manager in retail myself. I would never ever treat a customer the way that this company has treated me.

Courtney Menear

Oct 16, 2019

TERRIBLE EXPERIENCE: My husband and I ordered our furniture 8/28/19 and we still do not have it all. There was no mention of the likelihood of backordered pieces during our purchase. Ashley confirmed delivery of all 4 pieces of our sectional for 10/1/19 (already a lengthy wait). Then someone from a call center called the day before to day 1 part was on backorder and would be in and delivered on 10/10/19. This person also said it was my responsibility to call back after my delivery on 10/1/19 to schedule the delivery of the remaining item. We accepted a partial delivery for 3/4 of our sectional. My husband said the delivery guys were great and so far have been the best part of this process. Again we confirmed delivery 48 hours prior (provided order tracking number) for remaining piece on 10/10/19. The delivery window came and went, no delivery. When I called the person at the call center told me I did not have a delivery scheduled. I gave the tracking number. She then agreed I had one but the piece was backordered until 10/17/19. When I asked to speak to someone else, maybe a manager, she said she could "try to have someone call me back" but did not sound confident. As result of how well things were going I tried calling the store. I left 2 messages, no one returned my call. Due to the lack of response, I went by the store on 10/11/19. Spoke with a member of management. He was very cordial and did his best but had no way of helping speed the process along or telling if we would actually get our furniture on 10/17/19. He removed the delivery fee for our trouble. 10/15/19 (today) should have been the day I confirmed delivery if the remaining piece was to be delivered on 10/17/19. No delivery confirmation. I called the store and was told the date had moved again, and is now 10/23/19. At this point have no faith that this date will not move again. I like our furniture (what we have received anyway) but there are several furniture stores in Springfield, MO. We could have found a sectional at any one of them and been happy. I will NOT purchase from Ashley again.

Mary Roppolo

Aug 08, 2019

STORYTIME. I am honestly in shock with the lack of customer service I’ve experienced over the past several weeks while dealing with this Ashley home store in Springfield, MO. My partner and I purchased a sectional 6 weeks prior to our move. We opted out of monthly payments and paid for the thing in cash on the spot, nearly $1,200. We set the delivery for our move in day, August the 1st. The delivery guys arrive, but with the wrong color of sectional. We ordered beige and they brought gray. Fast forward, my partner talks me into just taking the wrong color, because our move had, at that point, already been stressful enough. It wasn’t a bad compromise and we would have been able to make it work. At that point the movers are attempting to get the sectional inside, and I use that term loosely. They were here for about 15 minutes before stating that they would be unable to fit the sectional inside and they left, keep in mind the sectional needs 31in of clearance. Our appliance guy came by an hour later and was able to fit a whirlpool double door 32in fridge through the door without an issue. The door simply had to be taken off the hinges, Ashley furniture didn’t attempt to do this. From that point on dealing with their in store associates has been a complete nightmare. We have been repeatedly brushed off and left on hold, we’ve been told there’s nothing they can do, we’ve been told our delivery fee would be refunded(it has not). I strongly urge you to save yourself the trouble and take your business elsewhere. It’s to much of a hassle and this company does not value their customers. Dealing with this location was by far the most stressful part of our move if that tells you anything. Now we have to spend our only day off renting a truck and picking the sectional up from their distribution warehouse and delivering it ourselves, due to the fact that they cannot seem to corridinate a time that will work with us for delivery, we work late and simply requested a morning delivery. Their staff can’t even seem to accomplish that simple feat for us. TAKE YOUR BUSSINESS ELSEWHERE I CAN ASSURE YOU THIS LOCATION IS A NIGHTMARE TO DEAL WITH.

Terry Horvath

Jul 10, 2019

Get comfortable, this is going to be long... First impression of Ashley Furniture is that the experience is alot like buying a car. Salesman lined up in what they themselves call " losers row" waiting for the next person to walk in. The ONLY reason I'm giving them even 2 stars is because Greg our salesman was knowledgeable and actually seemed to want to help. But when you find the furniture that you want and discuss financing, you find out the posted prices are going up considerably... So their 0% financing actually costs several hundred dollars more than if you pay cash. My wife and I chose a $700 bed for our son that turned into a $1000 bed, and a $900 dining room set that turned into a $1300 set. We went through with it anyway... Delivery day scheduled a week later. On delivery day they were missing the rails to the bed, missing the entire sleeper sofa, 3 of the 4 table legs were damaged, and 3 of the 6 bar stools are uneven and wobbly. Delivery guys noticed that one stool didn't even have all of the screws in it. They found the correct rails for the bed and came back that night at 2130 to put the bed together. When our son sat on it, the rail disconnected and fell... It hadn't been installed correctly... The sleeper sofa could not be found. Called Ashley Furniture corporate, the store and everyone was sorry, but no one could tell us when this would be fixed. Customer service finally determined a new set of legs would be ordered for me to install and that the sleeper sofa would be delivered in another week. We received multiple confirmation calls, text messages and emails for the second delivery attempt. But two hours before the scheduled delivery time, Warran calls from local distribution center and says the sleeper sofa cannot be found. We knew this a week prior... Not new info to us... We are now being told we will have to wait three more weeks if we want the sleeper sofa. Megan who seems to be the general manager at the store has offered us a 20% discount on the table. They have now offered a 20% discount on the sleeper sofa also. Neither of these discounts even get down to the cash price if the items. And today we received a shipment of TWO table legs. Not the 4 that they claimed to be sending, or even the 3 we need to fix the table. I'm going to take time off work today and we are going to look somewhere else and possibly have them pick everything up and be done with Ashley Furniture. I hope they accept some responsibility and waive the 10% cancellation fee... I think we have made multiple attempts to have them fix this. I've been in retail since leaving The USMC and managed stores that probably did considerably more business and never seen such disorganization and putting off of blame before. Everyone is sorry, but no one can fix anything.

J Luna

May 21, 2019

We bought a tempurpedic that cost us about 6k in Jauary 2018. We were told all Tempurpedics go on sale at the same time so we didn't shop around just bought it. We we're charged $299 for delivery. When I got home I went on the Tempurpedic website. It said $200 off and free white glove delivery. We called the store saying we want to cancel the purchase and save $500. Our salesmen, Jamey Anders, offered us a store credit of the difference. We accepted that as I intended to by patio furniture that spring. BONUS I donated my mattress the day prior to delivery and when the time came the bed didn't. I had to call multiple times before they'd deliver our bed. The ergo base is disappointing to say the least. Fast forward to now. I went in to buy multiple things. They didn't even have to talk me into it. I knew what I wanted with exception of an oversized chair. When it comes time to purchase, they can't find my store credit and have no record of it plus Jamey doesn't remember us. Convenient. Plus, my partner was going to pay by phone with the same card used before and they wanted us to jump through hoops and asked why he was out of town. They said if we do it that way we have to wait an extra 2 weeks for delivery. Yet we could just order online and save the trouble. So I'm treated like a criminal when you guys scammed us out of $500. They offered me 100 off shipping then free shipping the next day which would be $219. So they won't even give back the Tempurpedic delivery charge. Pathetic. I was about to spend nearly 5k this time! I will be calling corporate tomorrow. I'll purchase off the website from now on. Also, now reading the other reviews, it seems the sales team says things they either don't know about or lie. I was told delivery included assembly and a negative Google review says they charge per item, or they wont price match online yet for me they were going to. Various other reviews include similar issues to mine. Seems like an untrustworthy store considering. So even if I did buy there, who knows if I'd wait 6 months to get my stuff. If this wasn't a chain store getting people in who knew the name Ashley, you'd be out of business. Misleading your customers and being purposely dishonest will get you no where.

McKenna Bohannon

Mar 14, 2019

I don't like leaving negative reviews on businesses, but it's gotten to the point where I'm questioning if I'm going to get my furniture! We ordered/bought our furniture on January 25th. In store at the time of purchase we set up a delivery date for March 9th (super far away) because of the fact that they had to order the pieces. Understandable. It was a few weeks before the 9th and we got a confirmation text message asking if delivery of the 5th was correct. Well no, it wasn't because I work throughout the week and can't be home to wait for someone to deliver furniture, and since it was set for the 9th, why would they be asking about the 5th?? We responded to the text with 'no', and a message replied that someone would be contacting us shortly. A week passed and still received no phone call, so I called the actual customer service line in the paper work that we got from them and it turns out that our furniture wasn't even schedule to be delivered to our house at all! How is that even possible!? So the lady I talked to went ahead and scheduled it for March 16th (almost 2 months after we've bought our furniture) and so here we are today, the 14th, and I got my confirmation phone call for delivery being this Saturday, the 16th, and they tell me that my furniture can be partially delivered, but not fully because there is STILL a piece of my sectional (love seat section) that has been delayed, after almost TWO MONTHS. On top of it all, when I asked the lady on the phone if I could have the 'love seat portion' of my couch that's delayed, if it can be shipped to store so I could pick it up, they said they couldn't do that because they don't ship to store anymore. What? How do people pick up from the store all the time then? Not happy at all, and if I don't get this fully delivered within the next week, I will be calling for my money back. I have spent way too much money on a new dining room set and a sectional to have it be delayed this much and to have had so many problems. I should have had my furniture at a MAXIMUN of a couple weeks after purchase. I will be going else where in the future.

Brian Phipps

Dec 12, 2018

I went to this place due to another Ashley dealer raising their prices, and this place was cheaper. The saleswoman (Nicole) was wonderful in helping us pick the pieces for our order and was able to negotiate even better pricing. The atmosphere in the store and the moral of staff was great and left us feeling pleased with our purchase. We were informed that due to the date that they would be receiving our sofa and loveseat would be 12-7-18 and that our 2 end tables and coffee table would not be received until 12-9-18. They said the only day for our delivery would be the following Wednesday, I believe this is due to us living in West Plains, MO. I received a confirmation call today (12-11-18 around 0730 AM) that our order would be delivered between 1:30-4:30 PM tomorrow, 12-12-18. I just got a call at 3:50 PM saying that our order was delayed and that it would need to be rescheduled. They tried to reschedule the delivery, but they said that it was locked and so they would deliver the sofa/loveseat and they would deliver the remaining furniture at a later date. The furniture will not arrive until 12-20-18. I asked what am I supposed to do to get the furniture that I bought almost a month ago. I was told to go to the store that I bought it and see if I could get a refund and buy another furniture set to replace it. I called the store and spoke with Becky and asked to be transferred to a manager. She asked what it was pertaining to, I explained my concern and that I bought furniture before Thanksgiving and that I would not be receiving my purchase until after Christmas. She denied that and said that I would get it before Christmas, I asked whar delivery dates are available. Becky told me the next Wednesday, which is 12-26-18. She then told me that she would place "a communication" with the corporate office to see what could be done about getting it sooner. She was very kind and apologetic to me and informed me that she did not see any notes indicating that the delay was due to damage, but believes this to be a manufacturing delay. I was told to call back tomorrow to see what their response was. Hopefully, I may get the furniture I bought in November before 2019! If you like getting the things you purchased, go somewhere else. Otherwise, great place (reason that I gave this establishment 2 stars instead of 1). This was a $2500 order that I bought 11-19-18. Update 11-12-18 at 09:00 AM: I received a call from Ashley indicating that I wrote this review. She informed me that she did see that the loveseat and recliner would be delivered today and that the remaining furniture has been delayed and will noy be received. She stated that on thr form that I signed that I understood that due to circumstances beyond their control, that the delivery date is tentative. This does include manfacturing delays. I asked why I was not informed that it could take this long. She said in the document that I signed that it should have also been explained that this may take 2-4 weeks for delivery. I asked why no one told me that some of the items that I was sold was backordered - that surely they must have some way of knowing what production timelines are and what inventory on-hand amounts are versus incoming sales orders. She said "we do not have inventory. Everything comes direct from the manufacturer." This leads me to believe that it is a normal day to day practice of selling items that the sales staff truly have no idea when the order will be fulfilled. She said that she would see if she could change shipment order to see if she could get it to arrive at an earlier date. I asked what she meant, I would think if ot is delayed, then it is delayed - I mean "circumstances beyond their control," right? She said that sometimes they can switch trucks around. Rating changed from 2-star to 1-star. If Google allows for me to update this I will in order to maintain accuracy and to preserve this businesses reputation for how they have done business. If not, unfortunately my memory of my shopping experience is detailed as above.

Christie Bogardus

Jun 02, 2018

First I wanted to ask some questions about buying here so I called on a Wednesday afternoon and was told a rep would call me back. On thuThurs no call by late afternoon so I called in again just to be told again someone would call me back. So Friday late afternoon came and I called and asked to speak to a manager to ask some simple questions. My questions were answered so I drove 45 minutes to the store to pick out my furniture ready to get $4,000 worth of furniture with price matching. When I got there a rep ran my credit saying we were seeing if I could get approved bc I wanted to do 6 years no interest and was going to spend the amount required to do so. I was then told I can't price match and do 6 years no interest. I said oh ok I didn't realize I have to think about this a minute. So she said ok well I'll write this up. She went to the back and was gone about 10 min or so. I then went to a manager and said can you please tell my rep I don't want to do anything I missunderstood and this was my issue bc I didn't ask before coming up about combining the two price match and 6yrs no interest. So I left and several days later get an alert on my credit report that I have a new account with Ashley furniture. So I called the store to confirm hoping it was a mistake. After being on hold for about 10 min. The employee confirmed that sometimes they decide to create new accounts and just let us know later we can come back and buy things if we want and I can call customer service to get the account cancelled. So I try to call and nothing. No phone number on the website just a place to put my info and submit. I expected to get an alert about my credit being run. Not an account. I was not told that would be the case. I was told I was filling out and signing an application just to see if I qualify for a line of credit. Needless to say I'm not enthusiastic at this moment......the below response to let them reach out to me turned into another disappointment. Nothing was offered to help keep me or to encourage me to want to be happy with Ashley furniture and I was told that if they run your info at all it opens an account instantly. The reps typically find out how much you want to spend then send your info to several creditors and then open as many accounts as needed to cover what you want to spend. So be sure not to let them take your info unless you are 1,000 % going to buy furniture bc whether you decide to purchase or not they will open not only one line of credit but more than one if they want. I requested for the account to be closed and I do not plan to ever purchase at Ashley again. It's Nebraska Furniture Mart for me. They will deliver to your door and the prices are good. And furniture is good quality.

Donna Hibbard

Aug 21, 2017

I purchase a Beauty rest mattress from Ashley about 2 years ago and I loved this mattress! But about 3 months ago I started not sleeping and noticed that my mattress had started to sag. I called Ashley and they sent a guy out to inspect my bed. I had to wait until they had an opening on a Saturday because I could not take off work. Two weeks later they showed up and inspected my mattress. They another week they called to let me know that there was a spot on my mattress. Which by the way I didn’t see or the guy inspecting it did not tell me about. The spot was about the smaller then an eraser on a pencil. Which if the guy had said something to me I would have cleaned it before he had left. They told me I had to clean the spot before they would warranty the mattress. I ask them to tell me where this spot was because I was did not see any spots on it. He told me where it was and I finally found it cleaned it. Because this was taking so long to get the mattress replaced this time I had to take off work to meet them at my house. The next guy was supposed to just come out to make sure the spot was clean or so that is what I was told. NO this guy was from a different company and he had to measure my mattress AGAIN. Now 4 more days pass I call Ashley had to leave a message, then finally Ashley calls and says they will warranty the mattress. But I have to go to Ashley and pick out a new one because they do not sell my mattress anymore. The closest Ashley is about 20 minutes across town for me. I go to Ashley and one salesman who starting to help me but he had to finish with the couple he was already helping. I get it they work off commission. Ok so I go and start looking at the mattresses, he finally comes over and I tell I him my budget and still tries to get me to buy something that was 1000.00 over my budget. Plus he stops talking to me to help yet another customer. At this point I am extremely frustrated with him and I leave store. But because I had to come back to get a new mattress I went back the next day. The salesperson was really nice and took the time for me to find a mattress in my budget. BUT it is now going on 6 weeks from the time I called to have my mattress replaced and I still don’t have a new one at my house! This is insane!!! A warranty replacement should not take this long to get resolved! I would not recommend buying anything via Ashley.

Nick Penka

Jul 13, 2017

I want to preface my negative comments about Ashley HomeStore by saying, I don't have any issues with the quality of Ashley Furniture, the prices of the furniture or the sales people. Tevan was great! He came in on his day off to help me get the deal we wanted. My negative comments are about the management at Ashley HomeStore in Springfield, MO. Be warned - the prices you find on Ashley HomeStore online doesn't mean that is the price you will get from the Management at the Ashley HomeStore in Springfield, MO. Two of the five pieces of furniture we bought were lower on the website by $100 but the management at the local store would not "match" the prices from their own website. The manager told me that they are two different companies and the local store doesn't have to match the prices online. It is 2017! Not 1927. There are a lot of businesses out there working hard to earn my business. I can't remember the last time a nationally branded company told me they wouldn't match the prices of the exact same product from their competition, much less their own website. For me it wasn't about the $100. It was about doing what is right for a customer in an era when customers have a lot of choices and a way of letting others know about their shopping experience... Google... ; ) I was about to spend a lot of my money on their products. I could've bought my new furniture anywhere else. All the manager had to say was "of course we will match that price - we appreciate you trusting us with your business and want you to be 100% satisfied with your service". If it wasn't for Tevan, I would have walked away from the deal. Trust me, if my wife would’ve been with me when I went back to sign, she would've definitely walked away and then she'd done a “pretty woman” and bought furniture elsewhere then brought it by the Ashley HomeStore and said “Big mistake. Big. Huge.", however, I work in sales and didn't want the management's incompetence at Ashley HomeStore in Springfield to hurt Tevan over $100. So be warned, Ashley HomeStore of Springfield and Ashley HomeStore online are supposedly two different companies and because of that, the managers at Ashley HomeStore of Springfield, MO won't adhere to the lower prices found on their affiliate online "Ashley HomeStore" website.

Echo Gold

Dec 17, 2016

I get better customer service at Walmart. Wow. (This is not a good wow) We came to this store on Black Friday to kill time. We ended up leaving after purchasing a new mattress and base. The sales associate was great, or so we thought, and we also got a mattress pad and two pillows for free and were suppose to get a free 43" TV. We were told the mattress would be delivered within 6-8 days. Excitement! Now to reality... When the 8 business days were over, and we still didn't have our mattress and base, my husband called. He was informed that they had the mattress, but were awaiting the arrival of the base. They offered to call when everything arrived at the warehouse. A few days later, they called and my husband picked up both mattress and base. The TV wasn't there, so I stopped by the main store again and asked about the TV and the charges I saw on our receipt for all the "free" stuff and "free" delivery that was promised and ask why the charges were on there when they advertised "free" and why it took so long to get our product. The manager got rude with me and acted as if I were lying about being told about the delivery within 6-8 days because she didn't know why anyone would tell us that. They ALWAYS tell customers that it takes a month. She also said that they didn't charge us for all those things, that the sales associate took the prices off our mattress. And that I needed to give them 5 days and then I could call Best Buy about our TV. A week later, I call Best Buy. They have no idea what I'm talking about. My husband goes back into the store while I'm on the phone with the Best Buy representative. The manager at Ashley tells him the same thing she told me. Still no TV. He also asked about the "free" stuff. She said that some of it was taken off the price of the mattress, but some of it, she couldn't give to him for free. So... what I am understanding from my visit to Ashley Home Store is that they will tell you whatever you want to hear so that you make your purchase, because by the time you've realized that they fed you a handful of BS, it's too late. You've signed the line and are stuck with them.

Keenan Vogt

May 28, 2016

On Saturday, March 5th, I purchased an Owensbe charcoal chaise sectional from my salesman Jamey Anders after shopping at competitors such as Sofa City, La-Z-Boy, FFO, and Haverty's. AFTER the purchase, I was informed that my couch could take 4 weeks to get to my home. I would have liked to know that up front, but whatever. I then received a call Tuesday March 8th from Jamey saying that the couch was on a 10 WEEK BACKORDER. He was apologetic and urged that this was a very rare occasion but understood if I wanted to cancel. I was offered no compensation. I thought about it for a few days and asked for a discount on the couch in order to retain my business, but I settled on a credit of my $109.99 delivery fee and 25% off a TV stand that the manager Geri had approved. Jamey promised he would keep me up to date with the status of my couch. May 9th (the 10th week) rolls around, and I have heard nothing, so I call up to the store. Jamey is on vacation, so I talk to the manager (Geri) and she assured me that the couch was still set for a mid-May delivery. I even confirmed with her that once it gets in, they unpackage it and schedule delivery usually 24 hours after they receive it. Even though that meant it being a week or two after I was promised and I was very disappointed, I had already waited this long, so I stuck it out. Wednesday May 18th comes along, and Jamey calls to tell me that my couch will SHIP FROM YOU WAREHOUSE on May 25th. WELL after the original date promised (10 weeks) and even after the manager had promised (mid-May). I bring up to Jamey the fact that the communication in regards to when I will receive my couch has been absolutely atrocious pointing out the fact that he originally told me 10 weeks back on March 8th and the fact that I have now been given 3 different dates. Calling his store out on the lack of communication skills with paying customers must have hit a nerve, because he began getting an attitude stating he didn't know what was originally discussed and basically that I can just deal with it or cancel the order. I told him that attitude wasn't necessary as I am a paying customer, and he promised he would call me when it shipped. Well, you're absolutely right, Jamey. I can either deal with it or cancel, because here we sit and it is Friday, May 27th. I, not Jamey, had to call the warehouse to see where my couch was because I hadn't heard anything about it. Wouldn't you know, the woman who looked up my order stated that it shipped TODAY and won't be to the local warehouse either tomorrow or TUESDAY, MAY 31ST. The woman at the local distribution center said that I would most likely receive my couch on Wednesday, June 1st...13 weeks after the purchase, and 3 weeks after I was initially told which also changed 2 additional times. At this point, it will take an act of God for me to purchase anything from Ashley Furniture again. I am buying a house in a year, and I will absolutely take my business elsewhere and make sure everyone else knows about the trouble and utter lack of care for communication I was shown. I hope someday they make it worth my while to repeat business with them in the future. The way their employees communicate accurately and with a professional manner to their customers would be a good start.

Kadoodle009

Dec 18, 2014

I absolutely love Ashley Furniture. My boyfriend, Jason, and I were not sure when we chose to look at furniture here because we had never bought from Ashley’s before and were unsure of how professional the salespeople were. We did not know if they would try to convince us to buy the first piece of furniture we saw or if they would let us look around at other stores to get prices of different pieces of furniture, think about what we wanted to do and possibly come back in later on to buy the furniture if we were interested. When Jason and I walked into Ashley’s for the very first time ever, we were instantly greeted by a young man named Dennis, who was very friendly and very professional. He was super knowledgeable about the different kinds of furniture and knew where each piece was located. Dennis definitely went above and beyond to provide us with the best customer service possible. He understood that Jason and I were both young and were buying our first piece of furniture together and he understand that we wanted to look elsewhere before making a final decision on the dresser we were looking for. When it came time to buy the furniture, Dennis was understanding of any financial issues and did his best to help in any way possible. The delivery men who delivered our dresser up three flights of stairs to our apartment were also very professional. They seemed to really care about getting our dresser to us without any bumps or scratches. Both Jason and I were very impressed with how professional these workers were and we could tell they were devoted not only to their job but also to providing excellent customer service in any way possible. We will definitely recommend not only the Ashley Furniture HomeStore to others we know who are looking for good quality furniture, but we will also recommend them to Dennis at the Ashley’s here in town. We will definitely be doing more furniture shopping with Ashley’s in the future. Great job and sincere thanks from the both of us.

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0% interest for 80 Months^° - In-Store only

On in-store purchases of $4999 or more made with your Ashley Advantage® Synchrony credit card at participating locations from 3/4/2025-3/31/2025. Equal monthly payments required for 80 months. Down payment of 35% is required on another payment type for in-store purchases. Promo fee of 2% of amount financed will be included in required monthly payments.

†^Not combinable with other offers and discounts. If any down payment is required, the qualifying purchase amount is determined prior to any down payment, taxes or delivery. See a sales associate for details on required down payment. Qualifying purchase amount must be on one receipt. A promo fee, equal to 2% of the amount financed at time of purchase, will be shown as a separate transaction on your billing statement and included in the balance subject to this promo. Any taxes, delivery, or other charges included in the amount financed will increase the related promo fee and the required monthly payments. For example, a $950 purchase with $50 in taxes and shipping costs, will be charged a promo fee equal to $20 and $1,020 will be charged to your account. No interest will be charged on amount financed (including related promo fee) and equal monthly payments are required on promo purchase until it is paid in full. The payments equal the initial amount financed, (including related promo fee) divided by the number of months in the promo period, rounded up to the next cent. Any estimated monthly payments may be shown as rounded up to the next whole dollar (for ease of display) or may be shown rounded up to the next cent. See your billing statement for your actual required equal monthly payment, which will be rounded up to the next cent. These payments may be higher than the payments that would be required if this purchase was a non-promo purchase. During the last month(s) of the promo period the required monthly payment may be reduced due to the prior months' rounding. Regular account terms apply to non-promo purchases. New Accounts: As of 7/16/2024 Purchase APR is 34.99%. Penalty APR is 39.99%. Minimum Interest Charge is $2. Existing cardholders: See your credit card agreement terms. Subject to credit approval.

$1 to Start‡^

‡^“$1 to start” is available for applications online and in select stores, does not include taxes, & refers to the rental period from agreement start date to 1st scheduled renewal payment. On 1st renewal date, regular rental rates, taxes & fees will apply. Rate, term and total cost vary by item selected. This is not a promotion for a specific transaction/item nor an offer for a loan, credit, or financing. See lease for payment amounts & rental terms. Offer will not reduce the number of payments, total amount to acquire ownership, or purchase option amount. Customers in California will pay a $0 initial rent payment and a $1 processing fee to start.

Shop without using credit 5

5 Acima offers lease-to-own transactions. “Shop Without Using Credit” means this is not a loan, credit, or financing. Acima obtains information from consumer reporting agencies during a lease application. We consider multiple data points and regularly approve customers with less than perfect credit history. Acima Cash Price may include a markup over invoice price. Acquiring ownership by leasing costs more than the retailer’s cash price. Not available in MN, NJ, WI, or WY. Not all applicants are approved.

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