Ashley HomeStore, Mentor OH

Don’t even waste your time or money. The only reason I’m giving one star is because London was extremely helpful when we picked out our furniture. We were told when we ordered (at the end of August) that because of COVID it would be 12 weeks for delivery. No problem. Until twelve weeks came and went. My husband and I kept in contact with the store and miraculously no one was able to give us any sort of update with our things. We had spoken with several store employees that didn’t seem to know what they were doing. One told me that they would escalate our order to corporate. Called back a week later to check and was told by someone else that that isn’t a thing they do. Kept calling back and got the run around. I got ahold of corporate and they told me to call the store. The store kept telling me to call corporate. FINALLY we got half of our order in mid JANUARY. No date in sight when we would get our dining chairs or the other half of our sectional. We asked the manager to be refunded our delivery costs since this was taking forever and NO ONE seemed to know anything nor were they willing to help. Manager said that it would be 7-10 business days and then we would see the money. Called back after 2 weeks with nothing. Spoke to the same manager that “oh I guess I never put it through all the way. Oops”. Then had to wait another month to get the other half of our sectional. Still no delivery estimate for the dining chairs. We JUST got our dining chairs today (March 17th) which makes 6 1/2 months since we placed our delivery. We asked multiple times if we could exchange what we had ordered and were told no.

When I called back to speak to someone about my dining chairs I was told that the reason everything was so delayed was because materials meant for furniture were diverted to making toilet paper and cleaning supplies (what even kind of excuse is that? !). Which again was a flat out lie. I asked them twice to put me as the main contact for deliveries and they said they did but still continued to contact my husband.

So save your time and money and shop literally anywhere else. You will spend all of your time and energy hunting your stuff down on your own because god forbid they do their jobs and communicate with the customer. Absolutely a waste of time.

Nice people, not too keen on the price we paid for our new mattress and base. But, we had to get a new one. The delivery process was a bit frustrating, but delivery guys are always super nice!

Unhappy Customer - paid over $2k for a sectional couch 4 years ago, also added on the "5 year Platinum Ultra-Premium Plan" as extra insurance and while the couch has been okay.pills more than I think it should, cushions don't stay in place, etc, the extra insurance is a complete joke. The company's website doesn't work well enough to use, so then you have to call and talk to a rude person who cuts you off, keeps you waiting for 15+ mins all to tell you basically nothing is covered. Seriously don't waste your money, just go elsewhere.

We ordered a couch November 1,2020. We had a few text messages sent since then to say our order would be 12 weeks.

I haven’t heard anything this month. We are expecting it next week.

After these reviews I am feeling regretful purchasing something so expensive (2,400) and not even hearing a message during the last 3-4 weeks.

I get it— we waited months from another company to get furniture during Covid. I just don’t appreciate being left in the dark for weeks. A simple message this month would be nice.

Our current couch is falling apart— so the wait is a little less bearable than it was before.

I just don’t understand how we can pay in full and not hear anything. You can’t even leave a message on their number.

Disappointing to say the least

The experience of buying the furniture was 5 stars. The delivery was only 1 Star. They were not dressed professional and very rude to my wife. I’m sorry but wearing sweat pants hanging down showing your behind and boxers is not professional. Then they left on 2 pieces of wood on bottom of couch because they said it requires a “special” tool. It was just 2 hex screws on each piece that I need a ratchet and socket, not so special. I’m not sure how this is considered White Glove delivery service as Ashley furniture calls it. Very disappointed as we spent a considerable amount of money and had to wait a couple months for delivery to be treated like this. Ashley furniture needs to be more careful on who they hire for their deliveries.

Worst furniture buying experience of all time! Don’t think I have ever been lied to this many times! Bought a simple sectional in august and it is now February and still no set, plenty of texts saying to be patient but not once has anyone picked up a phone to explain. They have you sign a covid waiver, don’t sign it, all it does is take away your ability to demand an answer as to when will I get my stuff! Now they want to deliver half a sectional, like what am I suppose to do with half a set and no date as to when the rest will be here. And if they deliver half, you have to start making payments even though they won’t give any answers. Please please people, save the aggravation, go to levin, atleast they are honest! My sales lady was Katie, , Katie don’t have a clue, she keeps referring to corporate so she has no real answers, like a robot! DONT GO TO ASHLEYS, TERRIBLE CUSTOMER SERVICE, LIES UPON LIES!

6 years ago my husband and I paid a lot of money for a whole new bed set. We were told at time of purchase, if we purchased the Platinum Ultra Premium Protection Plan, and did not have to file a claim within 5 years we would get 100% of our money back from the warranty in an instore credit. So we purchased the protection plan (which it clearly states on our invoice). Now, we called yesterday to find out what needs to be done to claim our in-store credit, which is a good chunk of change, and how strange is it, they have no record of us buying the protection plan. According to Ashley we bough a different 10 year plan, in which you don't receive an in-store credit. Again, thankfully I saved all our paperwork. Drove to Mentor and went in to talk to the store manager, in which she stated she could not help us, and she would give our number to the corporate office. But she also showed in her computer system, we did not purchase a protection plan. I showed her our invoice, and she was confused. It seems the sales person we bought the bed from, changed our invoice after we left the store in 2015. Got a call from the corporate office today, and they also notice the discrepancy, but they at least acknowledge it. But to no avail, my husband and I will not be receiving our in-store credit, only a gift card at a third of the amount we were supposed to receive. Just goes to show a salesman will only do what is best for the store, never the customer. We will only be spending what we receive on our gift card, which is basically nothing, and will not step foot in another Ashley store. Never trust a sales person.

My sales rep Jessica was fantastic! I was there no more than 40 minutes and she was able to help me choose a sofa just perfect for my space. Jessica made the transaction smooth and without any hassel or delay.

Britney was super helpful with the ordering of our sectional. She was friendly but still let us look around, etc. Great experience!

Horrible company from corporate down to salesman, real shame since furniture looks amazing, doesn't last or function though but looks cool

Julius did a great job! My grandmother was very pleased with her service. He was very nice and greeted her as she walked in and even walked her out of the store once she ordered. Delivery was seamless and the delivery men were very kind and helpful. 10/10 would recommend to anyone for furniture! Fantastic customer service and management!

I was here about 2 weeks ago.greeted and helped by Marianne Stone. I can't thank her enough for her customer service.told her what I wanted and she was all over it. MY FURNITURE WILL BE HERE ON THE 27TH. I wasn't even there an hour.she kept my mother and I comfortable from beginning to end.didn't try to just sell us anything. Thank you so much. SEE YOU AGAIN. DON'T FORGET TO ASK FOR MARIANNE STONE

This was my very first time I've ever stepped foot into an Ashley Furniture store.

My sales guy was very friendly and patient. I'm deaf in one ear so he repeated things constantly but only one time did I see him shrug his shoulders but I do NOT fault him at all because I FAILED to tell him and I know it can get annoying when you are constantly repeating yourself.

I did find what I was looking for. They had a very reasonable sale going on along with great financing options.

Love the furniture but we ordered twice, were lied to, waiting over 2 months for furniture, got no calls for delays, and absolutely no customer service. Horribly run business and no care for customers

My sales person was great! She was helpful but not pushy. I purchased a table and will go back

I came in unknowingly about 45 min before they closed. Jimmy was very helpful with all of my needs and stayed after they closed to complete my purchase and explain everything to me. Overall a great experience.

It's a nice place just didn't have what I need I was looking for apartment size furniture they didn't have any.

Couch was worn and pilling within 3 months.we bought warranty which was a joke as well.never again!

I never leave reviews but my experience was so bad yesterday I feel that I have to. Sorry this is so long but I am worked up.

As a new mom on little sleep, I simply went in looking for a new mattress. There was a very hard sell on a $9,000 Tempur-Pedic. The salesman was very pushy on this and asking weird questions like what kind of car we drove (trying to figure out our income I guess?) After convincing the salesman we did not want it, he showed us 2 other mattresses. He said they don’t want people trying out more than 2. Seems unreasonable, but I actually liked 1 of the 2 and the price seemed ok so we had him write it up. It was supposed to be a friends and family sale 20% off so I thought we’d get a great deal.

When he came back with the final price it was extremely high. I knew they had to add in tax and delivery but it made no sense. My husband asked to see an itemized price break down. After a lot of back and forth we finally got the break down. They had added in a $700 protection plan that we didn’t ask for.

It was extremely shady and the salesman pretended like he didn’t know why or how it happened but now that it was removed we were getting a great price. It made my stomach turn. They were trying to shamelessly upcharge us. Because I’m a 31 year old female I guess he thought I had idiot stamped on my forehead and would just allow it to happen?

I felt sick over this so my husband and I immediately left. The negotiation was over. We went back to mattress firm across the street where we originally started. We were able to try out as many mattresses as we wanted, which helps when you’re buying an expensive item that is supposed to last a decade or more. We got the same brand/similar mattress that we looked at at Ashley’s for ONE THOUSAND dollars less than the price Ashley originally quoted us. We did barter a little bit, but it was NOTHING like the ridiculous salesmanship I encountered at Ashley. All I needed was some customer service and a FAIR price.

I have 2 rooms in my house to furnish but I will never ever go back to Ashley, wouldn’t recommend them to anyone and definitely never trust any promotion they are supposidly running. It’s all false and they really just want to take advantage of you.

We had the privilege of working with Stacy. She exceeded all our expectations! She was great to work with! Thank you so much Stacy!