Ashley Furniture Reviews

"Anytime you want the couch and love seat cleaned, you can." NOT TRUE. Don't waste the extra $300.

Update to my original review: Unfortunately, the customer service experience has continued to deteriorate. After I filed a complaint with the Better Business Bureau, Ashley Furniture’s official response stated that they would issue my refund and that I should work directly with the Richmond store’s General Manager, Eddie **. I immediately emailed Eddie. He replied that I should receive the refund within 2–7 days and that he would verify whether any additional information was needed. After that, he never followed up and ignored two additional emails requesting an update. When I was finally able to speak with Eddie by phone, his explanation changed. He said the corporate office was still reviewing the matter and that the store could not issue the refund.

Extremely Disappointed – Terrible Customer Service & Warranty Experience. I am beyond frustrated with Ashley Furniture's customer service and warranty process. I called simply to find out how much warranty credit I had remaining on my furniture, and the experience was unacceptable from start to finish. First, I was hung up on twice. Then I was placed on hold for over an hour, only to be told that my warranty service had already been used. When I asked for details about what repairs or services were supposedly completed, they couldn't provide any notes or documentation. They had no record of what was actually done.

Purchased a chair last year had major problems. Eventually ended up with a chair that I did not order a previous year's model. Because after five attempts with customer service, it got old and tiresome. The store itself does not follow through and help the consumer. I reached out yesterday regarding a new purchase. And once again, furniture came damaged that I do not blame the store for that, I blame delivery. People who don't inspect furniture before putting it on the truck.

Terrible experience with Ashley Furniture in Gaithersburg, Md. I saw a sectional that I liked on sale online, called the store and spoke to a salesman and told him I would be in to look at it and got information that it would be the same cost as advertised online. When I went to the store a few days later, the salesman showed me the sectional. I was not that happy with the two colors offered and when he pulled up the total cost with shipping and delivery which is an extra $475 or so. I was not so interested and I told him I would think about it and left. He called my cell phone a couple of days later and said they were having a “VIP event” with free shipping and delivery. I went back to the store. And met with him, tried out the sofa again, he then pulled up the total pricing and it was THE SAME PRICING AS WHEN I WENT TO THE STORE BEFORE THEY PROMISED FREE SHIPPING AND TAXES!

The $1K sofa bed I bought (when you included the shipping fee) was of questionable quality at best, it looked great for the first few months, but quickly after that the seat inserts went flat and I had to add material to help, then the arms made cranky noise as well as the bed mechanism made some squeaky noise when I sat. After 3 years I already had to dispose of it as it looked really bad. But what makes everything worse is that I posted my review about this on their website and they never punished it, so I tried posting another one and they told me that they already had my review... So basically they're manipulating their website reviews and are very upfront about it.

I strongly recommend avoiding Ashley Furniture, no matter how attractive the price may seem. We purchased two Bradney swivel accent chairs that took more than a month to arrive. I took off work for a Tuesday morning delivery, but Ashley changed the delivery window three times and then never showed up. We heard nothing for two days. When the chairs were finally delivered, that window was changed twice as well, and they arrived in a rental truck because we were told the Ashley truck had broken down. The chairs were left sitting in our driveway, out of their boxes and wrapped only in torn plastic. When we unwrapped them about a week later, we found poor craftsmanship, missed stitching, loose threads, and a puncture hole.

My name is Rick **. I purchased a $7,000 sectional sofa from Ashley Furniture approx. 4 months ago. April, 2026. Because of a past purchase with another company I was very cautious. We were told by the sales person that the fabric was leather everyplace our body touched. He lied to us. Eventually all the fabric had peeled off. A horrible experience. We decided to try Ashley which just opened near our home. I made it clear to the sales person about our last experience and I did not want that to happen again. We looked at several sectionals that looked nice but was not leather and I knew they would peel. Finally we looked at the most expensive sectional in the store and was assured it was leather and would not peel. $7,000. It was beautiful. We purchased it and in two weeks it had been delivered. My wife was happy and we showed our friends. Very pleased.

Please do not buy from Ashley! They kept my money and not delivering. I bought furniture whole living room and bedroom for my nephew! They are not delivering and not compensating. Big time cheat!!!!

Absolutely amazing experience! Blake was friendly, knowledgeable, and made finding the perfect mattress quick and easy! There was no pressure, just patience and honest advice. I couldn't be happier with my experience and highly recommend shopping at Ashley, specifically with Blake! We will work again with him in the future!

The service is horrible as is the communication regarding delivery. Made a purchase 6/30/26. No one contacted me regarding my check. No processing, but couldn't tell me why, I had to call to follow up on delivery. Set up delivery with store manager. The delivery person called to say it can't be done on that date. The salesman and the delivery team do not communicate. No matter how good the products are I will not do business here again because of the service. Never had this issue with Home Furniture. I should have stuck with them.

Had Ashely deliver my couch in October. The driver hit my power line. Ripping the meter from my home. Instead of taking care of it. They blamed the power company. They did almost $5000 of damages to my home. They forced my to take them to small claims court. Which I won my case. Contacted their insurance company. I was met with rude hostility. I guess I need to talk to the courts to find out were my money is. Big hassle. I advise not doing business with them.

Hi, my 9 year old son and I went into the Tacoma store to find a new twin bed. He just broke his arm and had surgery a week ago, so he is wearing a full arm cast and a sling. Anyway, we were looking at a tall twin bed, way too tall for him and he said he wanted to see what it was like to sit on it and before I could even say anything, a sales associate tried to pick him up and put him on the bed.

Everyone that works at the Richmond Indiana store are really great and help.

If I could give a negative star rating I would. Purchased two OUTDOOR couches 1,500 each. Placed them under a covered deck once delivered. The cushions began to mold after just two months. Ashley customer service determined the molding is due to the environment. So, the couches are made for outdoors and they are sitting outdoors not in the direct elements but under a covered area. I have other couches 8 years or older from Ashley placed in the same type of environment with no signs of mold. The material on these couches is falsely advertised for outdoor use. As they cannot be placed in an outdoor environment without molding. After being a customer for many years I will never make another purchase from Ashley again. False advertising and do not stand behind their products.

We purchased a charcoal color sectional. They delivered us was a light gray bluish sectional, I called Ruben from Rock Hill SC. We sent him the picture of the sectional in our home and what they displayed online and he agreed in the the same color. He gave me the phone number to customer service and they are declining to come and pick it up because we should have declined the furniture upon the delivery date but we couldn't be there so my mother in law was there. She was looking for damage not color. We spend 2400 dollars on a wrong color sectional we are not happy with. Whatever happened to making sure the customer is happy. Not with this sorry excuse for a furniture company, this is not over.

My husband is 145 pounds. I am 125 pounds. The bed broke in a few months. We can't afford another one. We spent thousands and never had a bed break until now.

COMMUNICATION!!! I purchased a recliner and sectional sofa from the Baton Rouge Ashley HomeStore. I took delivery of the recliner the very next week. The delivery guys were very efficient. No problems. The salesperson was very helpful and understanding that the recliner was to be delivered to my personal address and the sectional sofa was to be delivered to a different address on a different date. He made sure to obtain all the information regarding the second address and delivery date for the sofa so there wouldn't be any problems for the delivery guys. This is where the problem starts! I get a text from JENNY!

I purchased close to $4000 worth of product at Ashley furniture in mid May. One of the items was a set of decorative pillows worth about $100 plus tax. I was informed that Ashley doesn’t carry the pillows that are in store as they are for marketing purposes only. That was fine. I ordered them and as of today, June 2, 2026, having ordered the pillows on May 13, 2026, I still haven’t received them. I have made numerous calls to both Ashley customer service and to store management trying to ascertain the disposition of the order. Every time I reach someone, they appear to cower in fear. I don’t know why. Is it because they can’t resolve the issue, which no one will take responsibility for, or because they just don’t know.

Would prefer to leave zero stars. Received the white upholstered headboard/platform bed (Melanie) on 6/30. Opened the box, and smelled mold? musty? I started putting it together (took almost 4 hours) and the smell kept getting stronger. The entire headboard smells moldy. I immediately "chatted" with Ashley and was assigned a case # and was told I'd receive an email. 23 hours later, I chatted again as I hadn't heard anything. They said I'd need to wait 3 days. (While this unhealthy product was in my home) I did finally receive an email with instructions on how I should clean the headboard, and make sure I wore an N95 mask. It's white upholstery. The smell is coming from within the headboard.

I drove 20 miles to the Ashley Furniture in Mt. Vernon, WA with the intention of buy a new recliner for my bedroom as a birthday present for myself. I walked around the store for 15 minutes and only saw 1 employee who was helping a customer. I saw at least 5 customers waiting for help but no one else was in sight. The 1 employee finally acknowledged me by say "I will be with you soon." He was still with his original customer so I knew that there were at least 5 other people in front of me waiting to be helped. After 10 more minutes and the employee still with the same customer I decided that they were too busy to need my business. I have Ashley furniture in my family room and after a month of continuing calling them I finally got the problem with the furniture fixed so I thought that I would give them another try. I am sad to say that I am still looking for a new recliner but like most of the reviews on this site I will not be buying from Ashley Furniture.

Updated on 07/15/2026: If I could give them no stars, I would. It started with telling the sales manager at Old Brick Furniture (who owns Ashley Furniture as well in Rutland, VT) that we were looking for a sectional couch. We were pointed to where they were in the store. We picked out a sofa chaise and they NEVER said this is not a sectional, it is 1 piece of furniture. Delivery, of course, was not successful as it was too large to fit up the stairwell. They wanted to charge us a 30% restocking fee, which I finally got them to waive, since it was NOT a sectional as we requested. Then, we went to Ashley, and picked out a sectional. Made sure it was multiple pieces. Asked them to ensure it would fit within the size restrictions for the space we gave them. That was not done and another failed delivery.

I ordered a bedroom set from Ashley Furniture online on March 9, 2026. When I began assembling it, I discovered the footboard was missing. Customer service assured me the missing piece would arrive within a few days. Instead, they shipped the wrong footboard. I immediately returned it after speaking with the delivery driver and his supervisor, who both assured me the correct replacement would be sent. A second delivery was then scheduled, but I noticed they were once again sending the exact same incorrect footboard. I called before delivery to explain the mistake, yet the driver still arrived the next day with the wrong part. I refused the delivery.

We purchased a mattress from Ashley Furniture in Corsicana Tx. from day one when we sat on the bed it caved in, I immediately called and made a complaint. They sent a gentleman out here to check out the bed. He placed a string across the bed to determine whether it was. Defective or not, while he said that the bed is defective by touching it, he can’t go by touching or sitting on the bed. He has to go by a piece of string laid across our bed. This is the worst bed we’ve ever had in our life. It caves not only where we lay but leans us towards the middle of the bed. It is not what the store said it was. My wife a quadriplegic and we emphasized to the sales lady that we wanted a bed with little to no give. I laid on it, it was great (I am 280 pounds my wife is 130 pounds).

I wanted to share my experience because this is the second time I have visited the Ashley Store in the Baton Rouge location with the intention of purchasing a sofa, and unfortunately I left again without making a purchase because no one was available to assist. On this visit today, I again came prepared to buy. I had already researched several models beforehand and had my payment ready. I spent time walking through the showroom, looking at different sofas, waiting for someone to assist, and then sitting on the model I wanted. For a while. Throughout that time, there was no indication that another associate was assisting me or had intention to. Several associates were visible in the showroom. Not helping others. I was seen, but no one greeted me let alone offered assistance.

I have never in my life experienced such terrible customer service as I have with Ashley Furniture. I have spent thousands over the years with this organization and now, again for the third time, I’ve experienced lack of warranty coverage, rude customer service, repeatedly misleading my husband and I. For example, we were told during a second inspection that our mattress was faulty and is covered under warranty and asked what we would like to resolve the situation. We asked what our options were and they said they could replace the mattress. For approximately two months after this call, Ashley Furniture proceeded to ignore our phone calls and then tell us later that it was not covered.

The service received from Ashley is atrocious. We purchased a $3,700 sectional from them that has a manufacturing defect and they refuse to honor the warranty. They stated that this is how it was manufactured. Even the rep they sent out to view our claim said that everyone has issues with this piece and that’s just the way it was made. They will happily sell us a new piece but won’t honor the warranty.

Terrible experience! We bought a $4000 leather couch set and they have still not delivered the 3rd piece after a month of rescheduling and sending the wrong color. Now they say the ticket has been closed and they don't know how to open it again! NEVER AGAIN!

I'd give 0 stars if I could. I had no idea the company was so disreputable when I ordered a bed to be delivered and built, so I was shocked when it came with only one headboard post and three footboard posts. The delivery guys said someone would call me that day to rectify, but no such call was made. I had to make it myself, running around with chatbots until finally someone said a new delivery would be scheduled and I would get a call to schedule it. Once again, no call was made and I received a text stating my delivery was scheduled for a day I wasn't available. The link to reschedule was bunk so I had to call again to reschedule. The next available day to deliver was over a week from the original delivery. Not only does this set back my entire moving plans, but I've also been sleeping on the floor.

Bought a couch online back in December. The color on their website was labeled as taupe and it looked kind of beige which was fine for me. However it came to our place as gray. We tried to return it but we were told by many many people including managers at 3 different Ashely stores we could not return it we didn't buy it in the store. They all advised that the lighting is weird on their website and so things don't always look the way they're advertised. To me, admitting to that shows that it is their fault and so regardless of whether we bought it on one or not we should have been able to return it or exchange it. We drove to three different Ashley's. One was about 40 minutes away to see if we could get a different answer. We've tried everything. So fast forward to now I'm stuck with a gray couch that was almost $1,000 in a country style living room with fall colors and creams. The couch sticks out like a sore thumb.

Terrible customer service. Had to call multiple times to get a 50 cent part sent to me. Disgraceful. Buy from a different store who values your Business.

Why does it take so long for some to pick up customer service at Ashley Furniture? I called up the Georgia location #229-584-8522 (1915 South), two days now I have been trying to speak with someone about my store credit that will expire in 30 days. P.S they say they have an affordable selection but with the prices they charge and the furniture not lasting long, they break down easily with wear and tear. Please stop with the false advertising.

First wanted to say one thing positive which the sales man Ghassan who is outstanding in superior service very very helpful, without him I would not buy from Ashley Furniture. I bought small table for the kitchen and 4 chairs just 2 weeks ago, the delivery guy came and dropped the table, chairs, sofa and another sitting chair for bedroom in 10 minutes. No time to check the merchandise as he said he has multiple stops. We found that one chair has dent so first thing to do is to call customer service.

If I could give negative stars, I would. Shopping with Ashley Furniture Online has been an absolute nightmare from start to finish. It’s no wonder they are consistently rated as one of the worst furniture retailers by Consumer Reports. There is zero post-purchase support. My delivery was delayed and then when it finally did occur, critical parts were missing from the furniture which I told would be promptly ordered for delivery within a week.

If there was a rating lower than 1 I would use! Shopping there was great, professional, helpful. Well it all stopped there! I was dealing with a manager that obviously didn't have a clue. Made promises that were never gonna happen from get go to find out 2 months later! Furniture delayed by a month. No updates till I called a month later after promised date. Furniture arrived at a store 1 1/2 hrs away from me. Couldn't be moved to promised store. Just a nightmare from start to finish. I would never use them again!!!

Ashley charged me for White Glove Delivery, failed to deliver the order, changed it to pickup without my authorization, claimed I returned furniture I never received, and gave me multiple contradictory explanations including that the order was lost, picked up, scheduled for pickup, and returned.

Ashley Furniture is garbage. Don't waste your time or money. Lower prices for cheap poorly made furniture is no bargain. I had a sofa delivered 7 days ago and it hurts my back so badly I'm trying to get rid of it and maybe salvage a little money although I am taking a loss. If the furniture store you go to features primarily Ashley Furniture go somewhere else.

Ashley Furniture is trash and so is their customer service! I have been trying to get my sectional fixed for 4 months now. It’s covered under warranty and it has been a NIGHTMARE dealing with customer support. They have not ordered all of the materials needed for the past 3 scheduled repairs, they can’t get the scheduling figured out, I’ve had to miss work 3 times now because the person I talk to schedules me for afternoon who CB I can do then their automated system overrides it and puts it for a morning slot making me miss work. I’ve been trying to speak to a customer service manager for over a month and no one will call me back. The couch is a substandard product and after only 6 months the cushions deteriorated, the seams have busted, stitching is coming out and the fabric looks like it’s 5 years old!!! Ashley Furniture is the worst company ever!

I ordered online based upon a sale price that said it was in stock at time of purchase. When the item was delivered they charged me $300.00 more than the online site clearly indicated. Kept hanging up on me when I called the number provided. Several times called to try to get this cleared up. They did not want to clear it up. They took my REVIEW but did not post it, of course. Never shopping with them again.

Ashley Furniture sold me a mattress without telling me that their return policy overrides the manufacturer’s trial period. Once I realized the mattress wasn’t right for me, they refused a refund and only offered a costly exchange with extra fees. The lack of transparency and poor customer service was unacceptable. I won’t be buying from Ashley again.