Ashley Furniture Industries Reviews 1,121

Worst business ever! chairs don't match and one is broke! insisted on replacement so product matches and they only want to fix. Chair is 2 days old. What an absolute joke the entire Ashley chain is!!!!

Extremely disappointed with the quality. The furniture had a strong chemical odor that took months to dissipate—I had to air it out, which should never be necessary. The smell upon arrival gave me immediate headaches and nausea. The technician who came to the house admitted other customers have experienced the same thing, but had no authorization to clean the furniture after I was told a technician would come to the house and clean it, claiming customer satisfaction. This did not happen. The most frustrating part was the customer service supervisor's experience. I requested a simple cleaning, not a return, and was met with resistance and a runaround from the customer service supervisor, who seemed more focused on avoiding responsibility than resolving the issue. If Ashley is going to advertise premium fabric products, they need to ensure their vendors meet quality standards. This company keeps getting awful reviews and does nothing to turn it around. Unfortunately, this experience has made me a first-time and last-time customer. Buyer beware.

Delivery mishap first, followed by the worst customer service and run around. Took two weeks to get an inexpensive item. Also $100 fee for white glove delivery ? When never arrived on first date and second date no put together or packaging… insane. I’ve never experienced something so awful.

We purchased an electric recliner and was told it would arrive in 4-6 weeks and 8 weeks later we received it with a promise of white glove service. These guys brought it and dropped it and was ready to leave but my husband informed them that they needed to set it up and show him how it works. They did then left. 3 days later screws started falling out of it underneath. we called and it took almost a month for someone to show up. they took the entire chair apart then realized they had the wrong parts. This was a month ago. The store we got it from never returns calls and the salesman is never available or on vacation. They promise to have a manager call us several times and not one time has anyone called us. The repair guy is the only one who answers his phone and agrees with us how ridicules the whole experience has been. We want this recliner picked up or replaced.

Save yourself the headache, the money, and the inevitable disappointment. Do NOT buy from Ashley Furniture. You'd be better off buying used furniture from a garage sale – at least then you'd know what you're getting. This company is a prime example of poor quality and even worse service. Avoid at all costs!

We purchased a living room set from Ashley Furniture HomeStore in early April 2025. It was a clearance item sold “as is,” and we understood and agreed to that, even signing paperwork with the salesperson noting minor damage (only some loose threads on the stitching).

However, what was delivered was NOT what we agreed to in-store. The chair had a stain on the arm that wasn’t on it in the store when purchased. The sofa arrived with a broken arm that wasn't broken in the store. The sofa had a tag that said "I fold out into a sleeper" — which was the main reason we bought it — and it is not a sleeper sofa.

We contacted the number given to us by the delivery team immediately. After sending photos and following their instructions, we were told a ticket would be submitted and we'd hear back. We didn’t. I followed up at least six times over the next month by phone and email. Every time I was passed around or told someone else would handle it. Eventually, I was told that because it was an “as is” item, they wouldn't do anything — despite the fact that what we received was clearly not what we agreed to purchase.

Even after escalating the issue to supervisors and visiting the store in person, all we got were more runarounds. Store staff told us to call the number. The phone reps told us there was nothing they could do. No one takes ownership or provides a resolution.

Ashley Furniture cannot hide behind “as is” disclaimers when the product delivered is materially different from what was shown and sold in-store. This is unacceptable and deceptive. They need to take responsibility and make this right — not pass customers off from person to person and hope the problem disappears. I expected honesty and basic customer service, and received neither. Until Ashley takes ownership and corrects this issue, I strongly urge others to avoid doing business with them.

I need to start off by saying that the customer service in store is great in both the Hamilton Mountain store and the Brantford store. When buying they were accommodating and worked with us on a price as we bought multiple items for a significant amount of money. In total we bought a large couch, a recliner couch and a large dining table with 6 chairs. We also paid for the ‘white glove delivery service’ ($269.99), the 5 year protection plan ($999.99) and with taxes the total came to just shy of $9,000. By far the most I have ever spent on furniture.

Paying $269.99 for what Ashley refers to as a “white glove delivery service”, we expected the delivery to be a professional smooth experience. We couldn’t have been more wrong. 2 men arrived and began bringing our new furniture inside without a care for our property. We have just spent $19,000 dollars on new wooden flooring. They dragged furniture across our floor and were not in anyway careful with the furniture they were delivering. Upon taking half of the couch out the truck they realized that it had a huge tear down the side. So we currently have half a couch in our living room. After they had left my partner noticed that they had damaged the dining room table, the leaf to the table had been damaged when being manufactured and one of the dining room chairs appeared worn in 2 places.

My partner contacted customer service and was told that to submit a claim you have to use their text service which is basically speaking to an AI robot and uploading pictures so it can be dealt with at a later date. The text service only allows you to upload 1 picture for each claim which does not work when you have multiple issues to report. Their customer service department may as well be non existent.

So as of right now we have a ‘technician’ coming out to do glue and touch up on a brand new dining room table that was damaged during the delivery process. When we complained about that we were told “this is the process”. I can assure you that we aren’t going to accept this.

The other half of the couch was supposed to be delivered tomorrow but we received a text this morning stating the delivery date has been pushed back to August 5th. My partner called them and was informed that once again the sofa was found damaged in the warehouse. We now have serious concerns about the quality of the products we have purchased.

In conclusion, the whole process has been a nightmare. Numerous phone calls, numerous trips to stores and nothing has been done to try to improve the situation. The fact Ashley think it’s appropriate to ‘touch up’ furniture that was delivered damage is beyond a joke. After they have your money, they no longer care about your experience. We’ve had no apology and no solution to the issues raised. Ashley has their way and there is nothing you can do about it. I wish someone would have warned us about Ashley before we spent a large amount of money with them. My advice would be stay well away from Ashley, which is such a shame because the team inside the stores are great and even they have nothing good to say about the customer service department and the delivery department.

I ordered a kitchen table with 2 stools on July 5th. I had an issue with my phone during my order and i received 2 confirmations for the same item with different order #s. I IMMEDIATELY reached out to cancel one of them..literally not 5 minutes later, and was told it was too late, item was being "processed" I then emailed a cancellation request, as well as cancelled the item through the order link. When the item showed up, the box weighed 110 lbs and I am a single woman that just moved and knows NO ONE. I am on the 2nd floor. It took me 1/5 hrs to get the box up to my apartment. 4 days later, another box sitting at the bottom of the stairs..I cried. I reached out to return and after 3 days still have not gotten anywhere on this. AND they mention charging me a FEE to return the item that NEVER should have been shipped in the first place.

The manager of the store doesn't know how warranty's work. She incorrectly redeemed my warranty credit for my previous broken couch and told me that credit could be applied to my new couch warranty. She called me two weeks later asking for a credit card for another $300 telling me the warranty she sold me and that I have a receipt for is invalid. She did not offer to refund the $300 invalid warranty. The Better Business Bureau needs to investigate..

I bought a bedroom set that was supposed to be delivered july 5th/25 they called and said my delivery is being canceled until the 19th of July, but on the 9th they delivered just the night stand and mattress. The Mattress they delivered was not the same mattress I paid for, completely different. It was a Beautyrest .. I called the company that makes these mattresses and read them the model number from the mattress they delivered. The mattress was indeed different from the one on my sales receipt. When I call and explain to the manager that they delivered the wrong mattress, I'm told by the company that makes these mattresses that the numbers on the mattress don't mean anything. Wow. So they called yesterday and told me, the dresser won't be delivered on the 19th, it will be a few days late......... We experienced faulty furniture in the past with this company ,,,,, DO NOT SHOP THERE !!

We placed a large order (over $10,000) with Ashley Furniture before our move, so everything would be ready once we settled in. The sales team was friendly and helpful—before the sale. But once the order was delivered, the problems began.

The delivery team couldn’t complete the bed installation because the slats were broken. The quality was shockingly poor—not even close to what we saw in the showroom. We tried contacting customer service, and it was nearly impossible to get a response. Meanwhile, we’ve been sleeping on the floor with our 3-year-old for two weeks waiting for replacement slats.

Today, the new slats finally arrived. The delivery team installed them, and the bed broke the moment my husband sat on it. The slats were still flimsy and completely unusable. I contacted Ashley again and was basically brushed off. They said we needed to speak to the delivery team, offering no real support or accountability.

This is completely unacceptable. The customer service is non-existent once they have your money. The quality is awful—even IKEA has better craftsmanship and far more reliable service. Save yourself the stress. Do not shop at Ashley.

We spent over $10,000 at Ashley Furniture (Order #0988302254), planning everything so it would arrive right as we moved into our new home. With a 3-year-old child, we couldn’t afford delays—our bed needed to be set up from day one.

The delivery arrived on time, but the bed slats were damaged and couldn’t be installed. The delivery team informed Ashley, but their customer service was unresponsive. We were told it would take 2–4 weeks for a replacement.

After multiple phone calls and an online review, I finally reached someone in the parts department who helped track down the right parts. Even then, we had to wait another week for them to arrive.

When the slats were finally installed, they cracked instantly when I sat down. Some slats were clearly old and worn, and one even had bird feces on it. The bed itself was misaligned and rocked from side to side.

Ashley’s response has been dismissive and unhelpful. We’ve asked for a refund or replacement, but getting a resolution has become a struggle.

This experience has been beyond frustrating. Poor product quality, poor service, and zero accountability. I wouldn't recommend Ashley Furniture to anyone.

I bought a furniture from Ashley store. The furniture is very good but their costumer support and finance department is very poor. They has to refund me some amount which was approve but its more than two months I didn't received it after multiple file follow ups

Ordered and Paid in full over $2,000 for sofa on June 28 2025. Supposed to be delivered 2 Jul to No avail! This store has stolen my money and Not delivered purchased sofa. Salesman and General manager just keep lying about guaranteed delivery! Salesman entered wrong customer information which is Not my problem! STAY AWAY from Ashley Home Store in Spring, TX!! They are dishonest and a SCAM!!!

I purchased a couch and within 6 months it started to sag. The good news was that they sent technicians to repair my new couch. If I waited longer, they would have left me high and dry. Second, I purchased their service plan, worry free the salesman said, for stains or repairs. Well, what they do is, their service company, 5 Star Service, sends you a kit for you to clean the stains.If I knew I would be removing stains, for $300, I would have bought my own cleaning machine. They lead you to believe that the company comes out at anytime, as many times as you want, to take out stains. That is not at all the case. Five Star does not have the most pleasant customer service either. Finally, going back to the couch repair, for the sagging cushions, they left behind all the extra foam for me to dispose of. They ordered too much and somehow I'm the one who has to throw it away. I am annoyed because my town does not provide pick up bulk garbage.

I ordered a sofa recliner and a oversized chair recliner that were manual from Ashley. The feet part didnt stay up when reclined. Very bad feature in a recliner... Since it happened with both the sofa and the chair I figured this was a design flaw not a damaged item. 2 weeks after delivery I wanted to return them. I was told that I had 3 days only to return and my return was declined lol - I had to do some manufacture thing and have a technician come out etc - wow - so I asked for a supervisor and was told I was speaking to the "highest person at Ashley" lol - yeah looks like I am just out $1,600 for recliners that dont recline - they are beautiful though.

They breeched the contract: We bought a floor model bed with an adjustable base stated to be in working order. The agent said he would find us working remote.

First, the remote was missing a battery cover, so it has to be fixed in shades of trailerpark repairs (tape or tiewrap).

More critical was, it's missing the power supply. NOW they claim it was an "as is" sale and we couldn't expect a fully functioning bed.

HOWEVER, the laws regarding contracts say, we have the right to expect what we paid for, a bed they held out to be in working order.

As it is, we paid hundreds more for a very heavy flat base, but could have used the one from our original bed, saving us those hundreds.

The short of it is, ANYTHING an Ashley agent tells you should be treated as a con, and you should demand every claim be in writing and signed by an Ashley agent.

This is for Ashley’s horrible false advertising and customer service. It states on their website for this product that it will be “delivered right to your door,” which is why I chose to buy from them. I am a petite woman that just underwent neck surgery, and I live up two flights of stairs with no elevator. Fedex ended up leaving it downstairs in the mailroom and did not deliver “to my door” as promised. I attempted to carry the package myself but couldn’t even move it a few feet and strained my neck even further in the process. I had to open the package downstairs and take it up the stairs piece by piece, which was around 10 trips. When I called customer service, all they said was “sorry for the inconvenience,” and that Fedex may choose not to deliver to the door. Sorry but that’s not what your website guaranteed! Your Paxberry chest also has fallen apart, the door keeps crashing to the ground and even on me a few times. I buy a lot of furniture. You lost a customer for life.

I purchased a power reclining loveseat from Ashley Furniture along with a 5-year protection plan that was heavily promoted at the time of sale. Just over a year later, an entire section of the cushions collapsed under normal use. I filed a claim with Extend (the protection plan provider), submitted all required documentation, and was denied within hours — without an inspection.

To make matters worse, when I first contacted Ashley, I was brushed off immediately and told that my issue was “outside the 1-year warranty,” even though this was clearly an issue covered under the extended plan they sold me. The representative was rude and unhelpful, offering no support other than to tell me to “call Extend.”

When I submitted my claim to Extend, I was told to “just pick a date” to get the process started — then was denied for picking the wrong date. I was locked out of the system, had to escalate to a supervisor just to refile, and was denied a second time, again without inspection, citing vague fine print that contradicts the very policy I was sent.

Ashley claims they “can’t override Extend,” yet they sold and profited from the plan, promoted it as peace of mind, and now refuse to intervene when it fails. This is not a one-off issue — the Better Business Bureau of Wisconsin shows nearly 2,900 complaints in the past 3 years, and Trustpilot reviews confirm a disturbing pattern of poor service, warranty failures, and denial of responsibility.

Bottom line: Ashley Furniture sells protection — but when you actually need it, you’re on your own. What was sold as peace of mind turned out to be a complete waste of money and trust.

Ashley Furniture sold me absolute garbage. I ordered 2 queen bed frames and a nightstand under ONE order. They delivered everything separately (without giving me a choice), and when it finally all showed up, the quality was complete trash — flimsy, unstable, and clearly built with the cheapest materials possible.

I tried to return it and got hit with the most ridiculous customer service I’ve ever experienced. One rep told me I couldn’t return the nightstand because it had been more than 72 hours — even though Ashley chose to split the delivery and caused the delay. Another rep said return shipping would cost more than what I paid and just kept repeating, “send pictures of damage,” refusing to understand that the issue is workmanship, not physical dents or scratches.

Both reps gave different answers, refused to escalate me to a supervisor, and clearly just wanted me to give up and keep their junk furniture. It’s obvious they make returns intentionally difficult to trap customers.

This isn’t just bad service — it’s predatory business. Ashley Furniture does not stand behind their products and will leave you stuck with defective items and no way out. Don’t fall for it. Spend your money anywhere else.