Ashley Furniture Reviews

We were greeted by Kristine (I think I remember that properly; it may have been Kristy), who was very pleasant and a natural, confident presence: she gave us the basic information we needed to navigate the displays on our own for a while, and assured us that she'd be around shortly to "bug us." I can't say enough about her sense of balance and confidence in her communication with us.

I come from a background in sales, so I always pay careful attention to soft skills. I'm sensitive as a pilot light when it comes to pressure, too, and there was none of that. Throughout our first visit, and when we returned the following weekend, she was able to help us work through our purchasing decision without even a hint of pressure. She provided all of the pertinent information, answered all of our questions, and walked with us through our design vision until we had the best scheme we could possibly come up with for our living room. She was beyond competent, genuinely helpful, and a natural sales professional.

A 3-day return policy cannot legally or ethically apply to a latent manufacturing defect that causes physical bodily harm. The recliner is in pristine, brand-new condition, but it is an active biohazard to my health. I am requesting that Ashley Furniture immediately arrange a complimentary pickup of this item and issue a full reversal of the charges to my Synchrony Bank. I am prepared to escalate this matter to the Better Business Bureau (BBB), the Consumer Product Safety Commission (CPSC), and Synchrony Bank's executive fraud and dispute division if this is not resolved immediately. Thank you for your prompt attention to this health and safety matter. Evelyn ** Order # **

I then did what any reasonable customer would do: I contacted Ashley. And contacted them again. And again. And again. For more than a year. I was repeatedly told someone would call me back, someone would follow up, and someone would help resolve the issue. Yet somehow, the phone calls and emails they supposedly kept making never resulted in an actual resolution.

Now Ashley has the nerve to tell me they can’t help because it has been more than 60 days. Are you kidding me? IT HAS BEEN OVER 60 DAYS BECAUSE ASHLEY FAILED TO RESOLVE THE PROBLEM WHEN I REPORTED IT! You don’t get to ignore a customer, drag an issue out for months, fail to follow through, and then turn around and use the time that passed as an excuse to avoid responsibility. Meanwhile, my thermostat is STILL damaged. I provided pictures. I provided evidence. I repeatedly contacted the company. What exactly was I supposed to do—call every single day for a year begging Ashley Furniture to take responsibility for damage caused during THEIR delivery?

After 15 years of spending my money with this company, this is the treatment I receive. Absolutely pathetic. The lack of accountability, communication, follow-through, and basic respect for a longtime customer is embarrassing for a company this size. I will NEVER look at Ashley Furniture the same way again. If this is how they treat a customer after 15 years of loyalty, people should think very carefully about what kind of support they can expect when something goes wrong. Ashley Furniture, stop making excuses, take responsibility for what happened in my home, and fix the damage your delivery caused. This should NEVER have taken over a year to resolve.

Later, my husband and I were able to properly inspect the bed and discovered significantly more damage: vinyl peeling off the footboard in multiple places with exposed glue, a large chunk of wood missing, and additional scratches and marks. We then had to spend even more time making calls and physically returning to the Sterling store to get the situation addressed. After WEEKS of poor communication and trying to get Ashley to address our overall experience, a representative named Sharon finally offered us a $200 check. What absolutely floored me was that Sharon then told me that because of ME, another customer had to wait longer for their king bed foundation. She repeated this AGAIN during another phone call.

Let me get this straight: Ashley repeatedly failed to answer its phones or return our voicemails, delivered damaged furniture, required us to spend hours trying to resolve problems we did not create and then blamed ME because another customer supposedly had to wait for a foundation? Ashley’s inventory management and fulfillment decisions are not the customer's responsibility. We had planned to purchase the rest of our bedroom set from Ashley. After the unanswered calls, damaged furniture, disrespectful delivery experience, countless hours wasted trying to resolve everything, and finally being blamed for another customer's wait, we have completely lost confidence in this company. A $200 check does not erase this experience.

On Thursday 09/24/26 I got rid of all my old furniture since delivery had been confirmed for the 26th. Later that same day (24th), They canceled my delivery on me because a piece of sectional was not ready and gave away my delivery window with no actual conversation about delivering what was ready. Now I have no furniture and no delivery: the sales person worked to get me a partial delivery on Monday 09/28/26. So, everything came except the piece that was not ready which was then scheduled for Friday 10/02/26 after the Monday delivery. Keep in mind I can’t have anything delivered before 2:30 as I work and stated this At least 20 times during all the fiasco.

My new delivery time came for the third attempt on 10/02/26 and is scheduled automatically for 11-2, a window I can not accept: NOW have to reschedule a fourth time it tells me: So now, after purchasing on 09/05/26 I will not have all the pieces until 10/10/26. I was able to get another Saturday and not have to worry about time. But over a month after purchase. So if you need it fast this is not the place to go. So disappointed and stressed over this entire transaction and I really wish I had gotten my money back after they canceled my first confirmed delivery on me. Customer satisfaction is a 1. Customer service as a whole 1. Delivery service 0. Customer service from my sales associate 10. He was fantastic!

Upon completion of the visit at the store, I was followed out onto the sidewalk in front of the store by the sales rep, she commences to talk about how Jesus Christ died for our sins. Being raised in the church I was willing to enter into a conversation of philosophical enlightenment. I explained yes he did however he did so much more than die. His teachings left behind were as important as his death. I was talking to a rock. She continued to brow beat me insisting that Christ died for our sins and demanded that I acknowledge that before she would leave me be, never hearing anything I had to say. I will never buy from Ashley again.

I was not happy with this because I paid for white glove delivery to have a brand new couch that I paid $800 for and to be unwrapped in my house. I need everything to be hypoallergenic because of my severe allergies and cannot accept something from somebody else's house. They can have fleas, mites, mold or bacteria, who knows! They’re done came back two hours later with the couch from somebody else’s house after I told them I would not accept it. They then said they would go to the warehouse instead and get another couch that was not brand new but pretty close to it they said for the same price and everything.

Also, I was working from home today and assume that the delivery process would only be 20 minutes max and because of all this mixup and having to deal with customer service for 2 hours 6 times over 3 days and waiting on my couch and trying to figure everything else out I'm missed out on crucial work hours and missing meetings. I had my old couches carried out to the curb the night before and was sitting in a house with no couches. After being promised multiple times that I would receive a phone call back I never did. Finally I was able to talk to the manager and she said that my couch would come in three weeks. I was outrage! She offered me only $54 for the hassle. The worst Company ever!!! DO NOT buy anything from this place; they are a nightmare!!!

However, we know what we looked at in the store. Additionally, we did research on the web for a description of the product using the search terms “Ashley Furniture 4Z-Serenity Zone Power Lift Recliner and usb port.” The AI description from the search reads: "AI Overview: The Ashley 4Z-Serenity Zone Power Lift Recliner includes a built-in zero-draw USB port that only uses electricity when you are actively charging a device. [1, 2].

Key USB Port Details:

• Convenient Placement: Built right into the one-touch power control panel on the side of the chair for easy access. [1, 2]

Chair Overview & Specs:

• Comfort Features: Power lift assist to help you stand, 4-zone heat and massage (head, neck, shoulders, lumbar), and a zero-gravity reclining mechanism.”

We also scanned multiple websites that sell the Ashley Signature 4Z-Serenity Zone Lift Chair recliner. Here are links to the descriptions on six of these websites. **. As you will see upon visiting these online stores, all say that the recliner we bought comes with a zero-draw USB port.

Now, we have asked the local people at Ashley furniture to remedy this classic situation of “bait-and-switch”. We speculate that they have attempted to pawn off old inventory that does not have the USB port feature. We like the recliner generally and do not want another model. We simply want what we saw in the store, and which is advertised online at other outlets. However, they are saying it does not exist, even though from the above evidence we know that it does exist.

We asked for a refund so that we can purchase the item from another furniture outlet. However, they say that they will not do this, but that we can select from other recliners in the store. The problem for us is, we like the recliner and don’t want to select from other recliners in the store. So, what would satisfy us from most to least preferred?

4) Discount the purchase price so that we can somehow add USB port features to adjacent furniture.

About an hour after leaving the store, I finally had time to check online and discovered that the **same products were approximately $200 cheaper EACH online** than the prices I had just been given in the store. On top of that, they originally wanted to charge me approximately **$300 for delivery**. What makes this even more surprising is that I found **the exact same Ashley-brand products being sold through other retailers, and those retailers offered FREE delivery**. So I could purchase the same Ashley products elsewhere, have them delivered for free, and in some cases pay less.

To be fair, the store eventually waived the delivery charge after I told them that I would not complete the purchase if I had to pay an additional $300 for delivery. I appreciated that, but it should not have taken that negotiation in the first place. However, the most serious problem for me was the **extended warranty**. Because the salesperson took so long preparing the order, when he offered me the extended warranty, I specifically asked whether I had to purchase it that day. He clearly told me that it was optional, that I would have to pay an additional amount for it, and that **I could purchase the warranty up to 15 days AFTER my furniture was delivered**. I relied on that information.

Only **8 days after receiving my furniture**, I called Ashley because I wanted to PAY for the extended warranty. I was then told that it was no longer possible because the warranty had to be purchased **at the time of the original purchase in the store**. Customer service made several inquiries and eventually acknowledged that I had been given incorrect information. Yet despite acknowledging that the information provided to me was wrong, I was told that **nothing could be done to correct their mistake**. I could not purchase the warranty, they would not provide another solution, and I could not return the furniture. So essentially, **their employee gave me incorrect information, I relied on that information when making my decision, Ashley acknowledged the mistake, and I am the one who now has to suffer the consequences of their error.**

The warranty was extremely important to me because I have pets, the furniture gets regular use, and the sofas are recliners with mechanical components that could eventually require repairs. Had the salesperson correctly told me that the warranty could ONLY be purchased at the time of the original transaction, **I would have purchased it that day.** And that is what makes this situation especially frustrating: **I am not asking Ashley to give me a warranty for free. I am asking them to allow me to PAY for the warranty that I was specifically told I had 15 days after delivery to purchase. I called after only 8 days.**

Unfortunately, based on this experience, **I cannot recommend Ashley Furniture**. If you decide to shop there, my advice is simple: **check the online price of the exact same product before paying, compare Ashley-brand products sold by other retailers because you may find lower prices and free delivery, and get EVERY promise regarding warranties, returns, prices, and delivery in writing before completing your purchase.** Customers should not have to pay the price for incorrect information provided by a company's own employees.

On August 19, I contacted Ashley's replacement-parts team to find out where the cushion was. The representative told me that Ashley was waiting for imported parts and that the estimated delivery time was the end of September. I specifically asked whether the cushion would actually arrive because I needed it to address the problem and was concerned that I might need to return the couch. The representative assured me that it was "not a question of if but when" and that I would eventually receive the cushion. I explained that I liked the couch but needed the replacement because the existing cushion was continuing to cause me back issues.

On September 15, I contacted Ashley again because the replacement still had not arrived. I was then told that the situation had been pushed back yet again and that the best-case scenario was now the middle of October because Ashley was waiting for the cushion cover to be imported. The representative confirmed that the cushion had been delayed because of overseas parts. This is especially frustrating because Ashley continues to sell this couch while existing customers who have problems with the cushions are being told to wait months for replacement parts.

I also find Ashley's online review process concerning. I submitted a factual two-star review of my experience, but my review was not posted. I wrote the review myself, carefully and factually, and even used ChatGPT to help review the wording before submitting it. It was not abusive, fraudulent, or spam; it was an honest description of my experience with the couch and Ashley's customer service. At the same time, I noticed numerous reviews on the product listing—more than 10 to 15—that stated the reviewers had received gift cards for leaving reviews. I believe consumers should be made aware of this when evaluating the overall rating and reviews for the product. If customers are being incentivized to leave reviews while legitimate negative reviews are not being displayed, that can give prospective buyers a misleading impression of the product and customer experience.

I am not claiming that every positive review is fake. My concern is transparency. Consumers should be able to see legitimate negative experiences alongside positive ones and should be able to understand when reviews have been incentivized. My issue is not simply that a part is delayed. The couch has been uncomfortable from the beginning, the problem affects my ability to use the couch for any significant period of time, and Ashley has now given me multiple different delivery estimates for the replacement. I was first told approximately two weeks, then the end of September, and now the middle of October.

The written chat transcript records document this timeline. I purchased this couch expecting a comfortable, quality piece of furniture from a major furniture company. Instead, I have spent months trying to get a replacement cushion for a couch that I have been unhappy with almost from the day I purchased it. Potential customers should know what they are getting into before purchasing this couch. I strongly recommend researching complaints from multiple sources rather than relying solely on the reviews displayed on Ashley's website.

In my 39th week of pregnancy they wanted me to either choose an alternative bed by visiting their store. When they do not have proper commitment from their manufacturer how come they are continuing business with them. They have given and still giving me lot of anxiety and suffocating me. I made multiple calls to them, they said they will get back to me by pushing the manufacturer to give exact deliver date, till now no response from Ashley. This Ashley company people are big time scammers and liars. For getting money they go to their office limits and throw the customers under the bus once they get the payment.

Today is my baby's delivery and I still do not have a bed for my baby's room. I have just put a bed on the floor. Ashley knows how to shatter the customer's dreams and happiness. I just feel like Ashley Furniture in Brooklyn, Cleveland should be closed as they are cheating customers for everything. This is not the first time they did this with us, we had other issues with other furniture deliveries too. Ashley is a big time scammers and if ever I had an option to give minus ratings I should have given them a minus score. The trauma I'm going through right now is unimaginable. I do not want anyone to go through this phase so I'm writing this review which might help others before trusting this Ashley scammers.

At the same day, I called the customer service number. They asked me to send a picture of the dresser to the link and told me that I would get a message with a response within 1 day. 4 days went by, and nothing. I had then to call the number again and asked what happened. They told me that there was a delay and that they would contact me in 24 hours.

Again, nothing. I called the number again and this time the agent told me that she would text me a link within 30 min to schedule a repair. 4 hours went by and nothing. Called the number yet again. And the agent told me that my number had been blocked by their own system. This time they scheduled the technician visit for Sep 14 (3 days after my last call). On Sep 11, I got a text message saying that I would have to call the customer service once more because the previous agent had scheduled my visit wrongfully.

I called once again the customer service number and, to my surprise, I was offered an alternate day to Sep 28 (17 days in the future and 22 days after the initial complaint). The fact that I had to call the customer service over 6 times is beyond absurd and insulting as a customer. I will await the next visit of the technician, but I am making this statement to make sure that other buyers are aware of the level of disrespect that Ashley Homes treat their clients.

Since then, my husband and I have spent TWO WEEKS fighting to get our $4,557.29 back. During that time, I have personally spent approximately 15 hours on the phone dealing with transfers, hold times, repeated explanations, conflicting information, and escalations just trying to get our money returned. That is what has made this experience so unacceptable. Mistakes happen. Furniture can be damaged during delivery, and products can be discontinued. What matters is how a company handles those problems. Ashley took an already disappointing situation and turned it into an exhausting ordeal.

A customer who spends $4,557.29 should not have to spend hours upon hours chasing down a refund, discover on their own that part of their order was discontinued, and repeatedly advocate for themselves just to resolve problems they did not create. It should NEVER require this much time, effort, and frustration to get your money back after a company delivers damaged merchandise and cannot fulfill the rest of your order.

I was furnishing my home and fully expected this to be an exciting purchase. Instead, it became an exhausting experience that completely destroyed my confidence in Ashley Furniture. After this experience, I will not purchase from Ashley Furniture—or any of its affiliated/sister companies—again. If you choose to shop here, I strongly recommend keeping every receipt, documenting your delivery, inspecting everything immediately, and being prepared to advocate for yourself if something goes wrong.

Instead the driver called to very nicely tell me it’s just not a big deal to finish the assembly myself. He told me he had no idea what the extra parts were for or where the shelf pegs would be but he wasn’t returning. He felt we could just handle it. I contacted the store requesting a partial refund of my white glove delivery since I had to now finish the assembly myself and did not get what I paid for. I asked for Gus the store manager to please return my call since he was busy when I called twice. He did not return my calls. In my opinion, the white glove delivery was expensive and not as sold.

6 phone calls later and the Kennesaw store manager Meredith, who was so pleasant to deal with, called to tell me the company wouldn't be taking any further action as the discoloration was considered " normal wear and tear." This is the most ridiculous thing we've ever heard. Please see the photos. We have NEVER spilled anything, used any unusual skin care products. Our home is air conditioned with no excessive sun exposure. So basically we've thrown away $5000. We are still considering litigation.