Ashley Furniture Industries Reviews 1,120

If I could give them a 0 I would. My mother and I both ended purchasing furniture from Ashley in Edmonton AB. Thought the young lady was polite and believed the information she provided us with. Well that all changed, all the information was miss information. She has no ideal how to do her job. She just wanted the sales and now we are left to deal with the problems. My senior mother bought a livingroom cabinet with fireplace. When we inquired about the deliveries HARPREET ( THE SALES LADY) informed us that there was 2 types. 1 was white glove where they bring it all in and assemble the items and remove all the garbage. 2nd one was they deliver it but you have to assemble. Sounds simple enough but let me tell you it wasn't. Threw her ignorance and lack of concideration of the customers she neglected to inform us that delivery is only to the front door. I purchased 2 bedroom dressers that were floor models and paid for standard delivery since they didn't need to be built. Comes my day of delivery and to my surprise I am told that they will leave them on my front deck. I live alone and everyone around me was at work. I didn't make arrangements for someone else to help since I had no knowledge of this type of delivery. I was extremely upset and reached out to that person and all she had to say was " of you must have forgotten " shifting the blame of her lack of information given. The delivery guys were very kind and ended up helping bring them into my house anyway but not without some discussion. It was interesting that the guys say these salespeople at Ashley do this all the time, misinform the customers and they get the blunt of it. Fast forward to my mother's delivery today, she paid for the white glove service since she is also alone and a senior and we were told it would need to be assemble at home. Paying the extra money to find out they would not assemble it either when delivered. They would even place the boxes where she needed them to br out of the way. We were lied to again. Surprise Surprise. All I can say is do not shop at this store. I'd rather not have any furniture than buy from them ever again . EXTREMELY POOR CUSTOMER SERVICE. IN STORE AND THEIR MAIN OFFICE

I was so happy with my purchase until I wasn't. I've had many Ashley couches and loved them all til now. I've had so many issues with it just a few months in. It's hard as a rock and every time you go to sit the cushions slide off, they say "it's common" purchase this and that it should help, they added insurance even though I said no thank you. They gave me the total and said Im giving you free shipping so you can have the insurance, so I was charged for the insurance. I tried really hard to communicate my issues, exchange my couch, talk to Ashley, use the insurance but that's a scam because it's there employees that come to your house not a third party so that didn't work out. I purchased and nothing, so im stuck with sitting on a concrete couch that I spend the day adjusting the cushion all day long. NO MORE ASHLEY COUCHES FOR ME!!!!!!

Theywere missing hardware when they delivery to be back next day to finish. It is 6pm and I they was told running tm3 hr ago and got that information when I told they come and get and return it.

I had an appointment scheduled with Ashley Repair and was waiting outside the entire time. No technician ever showed up. I was on the phone with your support agent the whole time and even gave her the PIN code for building access.

Later, I received a message saying the technician waited for 15 minutes — a complete lie. He never called or tried to reach me, just took a photo of the house and left.

To make it worse, the support agent started yelling at me, insisting the technician had waited, and showed no interest in hearing what actually happened. She was aggressive, dismissive, and completely disrespectful.

This kind of treatment is unacceptable. Ashley should be ashamed of how poorly this was handled.

do not buy anything from this company!!!!!!
you will get screwed by the delivery people!!!
we have waited months for a replacement couch after delivery people destroyed ours. they miss all exchancge appointments - ive got hours into being home and they do not show up.
they also bang into the walls and do damage and wont repair or apologize about it.

We regret ever purchasing a Master bedroom set from Ashley Furniture. I selected a set on 02/13/25 and it was delivered on Friday 02/14/25. But my wife arrived after a business trip and determined that the set simply did not fit our new home. And so, I went in on the next Monday 02/17/25 to ask that the items be returned (minus any stocking fee) I was told that I had missed the return date by 1 day. I explained (in great detail) how the set did not work and my wife's displeasure. The Fairfield store manager said understood and that she would discuss the regional manager. I called several times and was told it was under consideration. April 4, 2025, I was informed that they would not accept the 'unused' furniture and nor could we exchange it for another Master bedroom set. Our $3,100 dollars lost because of an uncooperative Ashley Furniture. We are devasted!

The lack of communication between Ashley Corporate and the operations here in Tampa along with the customer service center located who knows where in astounding. All I need is for the repair parts to be "delivered" to my apartment front door. Such a simple seems cannot be completed by your company. I will await the delivery with bated breath.

It saddens me to write this review, but I feel it is necessary to share my experience to help others avoid the same situation.

I recently purchased a mattress from this store, and during the sales process, the manager assured my partner and me that we would have a 30-day trial period starting from the day of delivery. To my dismay, I later learned from corporate that there is actually no such trial period.

Two weeks into what we believed was our trial, we realized that this mattress simply wasn't the right fit for us. When I reached out to the store for assistance, I was directed to speak with corporate. They confirmed that mattresses are non-returnable and that there is no 30-day trial period, leaving me feeling trapped with a $5,000 bill for a mattress that we do not want or need.

I urge potential customers to be cautious when doing business here. Make sure to verify all the details provided to you before making any purchases or signing up for their in-store credit card. This experience has shown me that customer service and transparency are not priorities for this store, and it’s disheartening to see such practices in place.

This is not how you build trust or gain returning customers. I hope my review helps others make informed decisions.

We went to the store today, and it appears that the store is working with us to resolve our issue. If fully resolved, I will update and fairly review that experience. Though we were unhappy, the store personnel were kind to my parents

To Whom It May Concern,
As a native Cincinnatian and the daughter of aging parents, I have an interest in the customer service experience and treatment of the elderly consumer.

I am writing on behalf of my mother who is in fragile health and my father in early Alzheimer's. This elderly couple purchased a recliner from Ashley furniture store on Colerain Avenue. After the fact I learned the following: My parents received a cheap, defective version of the store model that was crooked and off balance. My sweet parents went back to the store the next day and were told by Logan the store manager that the defective chair would be replaced by a new chair. THIS NEVER HAPPENED. My parents made several calls trying to determine when the new chair would arrive and were told that they could not have a new chair. My mother and father, both in poor health, went back to the store once again, and were told by Logan the store manager that they could have the store floor model which would have been an acceptable solution to my parents. My parents were not contacted about receiving the store model, so they tried to make arrangements to have this transaction take place and again IT NEVER HAPPENED. Logan then told my parents that they had the chair in their home too long to return it, and their only option was to have the defective chair fixed and returned to them and they would be responsible for the delivery charge to return the chair to them. You probably have concluded that Logan made promises to this elderly couple and ran the clock out on them running them in circles as they tried to resolve their issue so he could say they had the chair too long to return it. NOW, my husband, myself, my brother, my sister, and my brother-in-law are not happy and are involved. I called the corporate office and was told that they could not assist me and would have to deal directly with the store. The corporate office said they would connect me to the store but could get no one to answer the phone at the Colerain, Ohio location. I inadvertently called the TriCounty location and spoke to a manager Jonah who was helpful but could be of no help because the transaction did not occur at his store. I contacted the Colerain location where the chair was originally purchased, and Diamond, store personnel indicated that Logan would not come to the phone, but she would try to have Logan call me. NOW, my husband, my brother, my sister, and brother-in-law all need to take busy time from our schedule to go down to this store and try to make this situation right. If people value their family, their pennies, their time, and customer service, my experience should give one the idea that they won't want to work with this store. It is too much of a gamble should something go wrong with the merchandise. Most certainly you will have to spend your time, your money and will get little satisfaction regarding the customer service experience. You have a better chance at ordering from Amazon or considering another option. This seems like a Don't Waste Your Money situation, and would be a place that does not respect the elderly client.

Thank you for your time and consideration.

Sincerely,

Elizabeth:



Thank you for messaging me about your parent's issue with Ashley Furniture. They should not have to deal with this.



We do get quite a few complaints about Ashley’s customer service.



Unfortunately, due to the volume of consumer complaints we receive every day (more than 30 calls and emails each day asking for help), it is just impossible to look into or resolve every complaint.



Right now the station wants us to focus on issues such as online scams, inflation, high grocery prices, etc, that affect everyone.



So we have had to cut back on the number of “troubleshooter” types of reports we do the past couple of years.



So I am afraid I am going to have to refer you to contact some agencies, that have entire staffs of people to resolve problems.



Here is what I suggest:



1. Contact the Cincinnati Better Business Bureau at 513-421-3015 or at bbb.org. They have 20 people whose job it is to resolve disputes with businesses.



2. Call the Ohio Attorney General (800-282-0515). They also work like the BBB, but in addition, they have the ability to file charges against a business.



3. Post your complaint on their Facebook page: This is fast and easy and often gets results when other people see it.



Sorry I can’t help personally!



John Matarese

Dont Waste Your Money Consumer Reporter

WCPO TV/ Scripps News

Like on facebook: John Matarese Money

Follow on X: @JohnMatarese

I hope this expert advice can help other shoppers out there.

Unsatisfied by the services. The furniture i ordered took more time to arrive than expected. Started losing it colour the very next month.Not A good choice for any individual!!!

Don’t buy here please broken furniture overseas customer service and now today there were supposed to pick up this cheap furniture which they didn’t allow me to bring back. Its been two months now and they give me a window of 3-7pm and the come at 12pm Everyone please use rooms to go my experience has been wonderful.

I placed an order with Ashley Furniture back in October for a couch that cost over $2,000. When it arrived in the first week of November, the chaise cushion was completely defective. One side was significantly higher than the other, making it visibly slanted and uncomfortable. I immediately contacted customer service and submitted a claim to have the defective part replaced.

What followed was months of frustration, lack of communication, and zero accountability.

After waiting endlessly, they finally sent a "replacement" but instead of a properly assembled cushion, they sent a single piece of foam. In all of my communication with them over MONTHS, there was no indication that it would arrive in parts! Separately, they sent two outside casings, one of which was stained with black marks. Even worse, the inside casing of the cushion with the down feathers (which was the root of the original issue) was completely missing... just never sent.

Now it's April, six months later, and the issue still isn’t resolved. Every time I call customer service, I’m met with vague updates and the excuse that they are waiting on the manufacturer to provide them with an update. When I ask to speak with a manager, they just never respond to my request.

The customer service has been absolutely horrendous, and at this point, I regret ever making this purchase. I’ve now spent months with an uncomfortable couch and HOURS spent on the phone with them. For the price I paid, this is unacceptable. If you're thinking about buying furniture from Ashley just don’t. Save yourself the headache and the money.

I'm not going to be long worded: Basically Ashley does not stand by any of their warranties. If you want to file a claim you have to do it on line (I suspect a AI chatbot). After you jump through all of their hoops and obstacles they will DENY you! They will do anything NOT to send anyone out to ACTUALLY look at the problem. I suppose they do this because they know they sell JUNK! Don't waste your money.

Ashley Furniture is the worst furniture store experience I've ever had. Beware buying from this store. Return policies are not clearly stated online. We bought a piece of furniture online and immediately decided to return. We took it to the local Ashley store and were told they don't accept online returns and we learned each individual Ashley store decides their own return policies! We then proceeded to contact the online returns and were told we were past the 72 hour return window... which WAS NOT STATED ON THE WEBSITE!

Ashley Furniture is incapable of delivering clean mattresses.
Three attempted deliveries now and counting.
The first two deliveries, the mattresses are stained or dirty.
The third delivery the mattress had a hole in the top of the fabric.
We asked for a refund but Ashley refuses to refund our money.
Either they are trying to bring us used, rejected mattresses, or their warehouse is very dirty and water damaged.
Even the truck drivers are finding dirt, stains and holes before we do.
How long will this go on?

When we bought the mattresses, I had to sign some agreement. Since I didn’t bring my reading glasses when we went to the Ashley store, I asked the salesman, (Matthew Caballes) what I was signing. He said “you can contact customer care at this number and something about a white glove delivery” I don’t remember anything about “no refund”.

A “White Glove Delivery”? That was funny. No delivery person was wearing gloves or shoe coverings.
Just dirty, tired drivers with dirty feet.
We have bought many things from Ashley Furniture in the past as well as other furniture and mattress stores and everything was in good condition. Now this is a nightmare. The stress is killing us.
How long must we put up with this.

Ashley delivered furniture and damaged walls by ramming furniture into them, cracked woodwork, furniture damaged. I called repeatedly for 3 months, they ignored me and closed the claim due to “lack of interest”. I have everything documented.

Took 6 months to get my product! Damaged my walls I took day off to receive product and they cancelled last minute then they brought the wrong colour couch they are a mess don’t believe their lies

We ordered a dining table and it had damage on underside for both extension pieces.

When we rang them they told us discuss with chatbot via text and pictures were sent. After a few months nothing happened and we rang again and were told not in warranty and they can do nothing. NEVER buy from Ashleys

I had an extremely frustrating experience with Ashley Furniture online (not the actual homestore), and I feel it’s important to share my story. I initially ordered a living room sectional sofa online, but quickly realized it wasn’t going to work for my space. I called within the required 48-hour window to cancel, and their team reassured me that the cancellation had been processed.
Then, we visited the Regina Ashley store, where we spent nearly two hours with an associate who was very helpful. We chose a different piece of furniture, and to streamline the process, we made the purchase under my husband's name/email, paying in full. Everything seemed fine until the online team intervened.
The online team saw the store order and essentially "seized" it, claiming it was now treated as an online substitute purchase. They then emailed me saying that I now owed for this new piece of furniture, even though we had already paid in full at the store. Confused and upset, I tried calling the online team to resolve the issue, but after a lot of back and forth, we ended up canceling the entire order.
Now, after everything has been canceled, they’re telling me that it will take two days for processing, plus an additional 5 to 7 days for the refund to show on my credit card.
I will say that the Ashley Regina store was fantastic—they did everything he could to help us. Unfortunately, the real issue stemmed from Ashley’s online team and their disorganized handling of the situation, which led to all the confusion and frustration. It really felt like a money grab and poor customer service. If they just would have refunded my original order and left the store order alone it would have all worked out.
To anyone considering shopping with Ashley Furniture, I’d advise to make that trip into the store and not to purchase anything through the online option!

Ordered an item, the next day I attempted to reach someone to cancel before order was charged and shipped. No response. Called. No response. Item finally arrives, I am not there but when I get back, try to request a return pickup, they took a week to tell me I had 72hrs to do that. I was going to exchange for something else, but first and last time I order from here. Not worth the hassle.