Ashley Furniture Reviews

NEVER AGAIN!!! I would give a 0 if it was an option!! Worst customer service I've ever experienced!! Couch delivered with what looked like a cut from an razor blade on the headrest. The delivery guys were inside my home for less than a minute, which didn't allow me to examine the couch in their presence. Went back to the store 3 days later (first chance I had) and was given a card to call about the warranty and the man who gave me the card said "They may say there's nothing they can do about it because I didn't report the issue within a 72 hours"!!! WTF?!?! I finally had the couch replaced free of charge after several phone calls and a lot of yelling/cursing (by me). I'm pretty sure they just wanted to get rid of me once they realized that I wasn't going away. The store is located in Lexington, KY in Hamburg. BEWARE!! GO ANYWHERE ELSE FOR YOUR FURNITURE NEEDS!!

This was the biggest mess I have ever seen, I emailed you this morning and said I was driving down there today to meet the driver, we live in Waco, which is 3-1/2 - 4 hour drive from where our lake house is, I took off of work early today had to have 2 people cover for me, arranged someone to come to our house in Waco to take care of our pets. Drove from 11:00 am till 3:15 to get to Conroe to accept the delivery, used nearly $80.00 in fuel and $80.00 company back, no one ever called me to tell me the driver was on their way to deliver the furniture, at 5:30 I called the store in Conroe, the first person I talked to said “oh they are not coming today”. There was a delay, I asked so it will be later today. He said no, it will be delivered 07/10 - 07/12.

We bought a sofa and loveseat from Ashley Furniture in October, 2020. The love seat had very light use. We used the sofa as our main seating area. The loveseat started to be used more in January, 2025. All of the sudden every time we sat on it we would hear a noise. It never occurred to us that the frame was breaking and falling apart every time we sat on it until we felt it give way, and break in two. We were in shock as everything seemed to be in perfect condition. We contacted Ashley customer service and sent pictures of the broken wood and other areas it was starting to go. We also sent a full picture to show how well the outside of the loveseat was to prove this was not due to misuse.

I recently made a purchase with Ashley Furniture. The barstools ended up being too tall for my counter. I reached out to Ashley furniture and was advised if I need to send them back, that I have to pay for all the shipping. The shipping is close to what I paid for the chairs. So I’m returning an item and still basically paying for the item that I don’t have. I don’t believe that’s good customer service. I was honest regarding why I was returning them, when I could’ve said it was damaged and sent it back that way. I expressed this to the representative. They basically told me “oh well that’s that”. I will not be using Ashley furniture in the future. Customer service goes a long way and gets repeat business. I don’t feel like that was good customer service more than I was treated like a person rather than just a number.

I ordered a sleeper sofa from Ashley in March, which was supposed to include two decorative pillows. The couch arrived three weeks later, without the pillows. I contacted Ashley right away, and they assured me a service order had been placed and the pillows would be delivered in May. May came and went with no delivery. I then received a text update pushing the date to mid-June. It’s now the end of June, and I’ve been told the new estimated arrival is sometime in July. After finally reaching a customer service manager, I was informed that the pillows are out of stock. Seriously?

UPDATE: TWO WEEKS LATER Received $1100... We spent $2182. This is absolutely unacceptable!! The store blocked my number from calling, but was able to call from work no issues?? I have filed a complaint with the BBB! I have also contacted two TV news stations to do a story!! I want the remaining amount!!!! I was so excited to purchase the Maggie sofa and ottoman and another rocker/recliner. The items were delivered to our condo on a Thursday and the two delivery guys absolutely refused to even attempt to get them up the outer stairway. They stood the sofa up on it's END and said, "See, it won't fit". My husband even tried to tell them if they turn it on the side, it would fit and he even offered to help. They got agitated and again said, "It won't fit".

I will never ever buy a piece of furniture from them again. I paid for their so called white glove delivery where they are supposed to unbox, set up and clean and take away the trash. All I got was a rude man who just dumped it and without a word walked out. When I went to get my money back at the store they wouldn’t refund me there and just gave me a case number. #** They said they had to look into it. They had the delivery guys' pic and my pic so why they looking into it? Then I waited 2 weeks and then I called and was on hold for 20 minutes and gee what do you know. They have to resubmit it because it went to the wrong dept. I want my refund. You stole my money. And you know it.

I purchased two items online from Ashleyfurniture.com, and upon receiving them, I decided I did not want them. I did not open the boxes and called to arrange a return, but I was informed that I could not return items because the return period was limited to only three days. their call center isn't in the states.

I’m an older woman who walks with cane, was targeted asap with aggressive sales tactics, up charged on all items purchased and was told I was lying when I have proof that it was them! Buyer Be Warned!

Please do not waste your time and money on this place. The worst customer service ever. They sent me an ad with a sale price on a piece of furniture. I called to confirm it was available and for the sale price. When my husband got there after a 1.5 hour drive one way, the manager said they could not sell for that price. Very, very sketchy. Stay far away from these crooks.

Do yourself a favor and don’t shop here! And certainly don’t buy their extended warranty. I feel like I have been completely taken by these people. Buyer beware! How can you give less than one star? I really wish there was a way! They don’t deserve even one star. I ordered a couch and two recliners on March 31. The furniture has immersive sound features. We had them delivered on April 10. The couch and one of the recliners work fine. But the second recliner is defective. And since day one it hasn’t worked. There is a port in the back of the chair where you plug in your immersive sound feature. On one of the recliners there is a small pin in the port that is bent and can’t be straightened. It is impossible to plug it into the TV sound. We did not learn this on delivery day because we didn’t have our new TV yet. We didn’t hook it up until the following weekend.

BEWARE!!! DO NOT BUY A BED FROM ASHLEY FURNITURE UNLESS YOU KNOW THAT IT'S SOLID WOOD. I bought a brand new bed a month ago and was trying to move it away from the wall and one of the rails broke from the baseboard. I filled out a claim and they first said it sounded like a manufacturer defect. Then, when I got my claim back, they said it was a cosmetic defect. I call Ashley furniture and asked them what that meant, she told me it was cosmetic due to trying to move the bed. So they will not fix it or replace the footboard. Guys it is made out of particleboard. They asked me if I wanted to buy the part to fix it. What a joke! I will not be buying from Ashley Furniture again.

I am writing this review not just as a customer, but as a deeply shaken and humiliated individual. What was meant to be an exciting day of picking out furniture for our new home turned into a nightmare that left my entire family—especially my young children—traumatized. On June 16th, we visited the Ashley Furniture store on Miramar Road in San Diego. The store was completely empty—there wasn’t a single other customer in sight. We walked around for about 10–15 minutes and quickly identified three items we wanted to purchase: two chairs and a table. We approached a salesperson named Momo and informed him of our decision. From the start, he seemed visibly displeased that we were only purchasing a few items, despite the fact that we were just getting started with furnishing our entire home. Nevertheless, we proceeded with the transaction.

This review is based on my experience with the Fairfax Ashley Store. Extremely disappointed with my experience at Ashley Furniture. The entire process was filled with poor communication and unacceptable customer service. The administrative office made an error and refunded the wrong credit card. When we brought this to the attention of Deka, the manager on duty, she did absolutely nothing — no apology, no acknowledgment, no effort to correct the mistake. Completely dismissive and unprofessional. She actually laughed when we mentioned the issue.

If I can write a review without one star I would do that! They are a real scammer. I purchased all my furniture for the family room and living room, it cost me over $ 13.000 and they convinced me to buy a warrantee for five year to cover any damage for the furniture and that was $ 1000. Today I was trying to call and file a claim, they didn’t even consider it at all, just because I said I noticed this damages since three months ago, they didn’t honor it cause its more than thirty days thus was on the policy that was written in very small font that you’ll never notice So I suggest everyone not to buy the warranty plan, you really wasting your money, also their furniture wouldn’t last more than one year. Scammers.

I would like to first start out saying that my salesman, Al was absolutely amazing. He did everything in his power to make my shopping experience good. With that said, I will now tell my shopping experience. My girlfriend and I went to the store in Southaven MS, where I had previously bought two different living room sets. We looked around for a new recliner for myself, just having a major back surgery, I needed one that had more support. I ultimately found one that I ended up buying, but I was quoted the price for it, and then we went and looked at an adjustable bed base, which I also ended up buying. When we set down to do the paperwork I was informed that the price had been changed, while we were shopping, and now it’s $100 dollars more.

Absolutely appalling experience with Ashley Furniture – avoid at all costs. I purchased a couch from Ashley Furniture in Toms River, NJ on November 15, 2024, along with their 5-year ProtectAll extended protection plan. Less than a year later, in fact -ONLY 6 MONTHS LATER, the couch developed serious issues with the reclining mechanism and pinching—clear signs of a manufacturing defect and safety concern.

They make their couches with inferior pink foam, not the nice dense white foam that maintains its shape. They fool you by stuffing the cushions with some weird hairy looking material. After sitting on the couch for a few months, that filler starts breaking down and shifting into big lumps in your cushions. Never in my life have I unzipped a couch cushion to see the "bones" of the cushion but I will from now on! If it has pink squishy foam and a hairy filler, run!! It's worthless as a couch.

I purchased an item and when I selected to order it the delivery date stated 1 week from that date. This was 3 months ago. I have been dealing with the worst customer service reps ever. If you like a piece of furniture from here, don’t buy it!! Run and buy something somewhere else like I did. I have spent probably 4+ hours resolving this and they still won’t cancel my order.

I purchased a couch from Ashley Furniture from the store in Roseville, California. The primary issue is that feathers from the seat cushions are sharp and irritate my skin when I sit on them. Additionally, I am forced to clean up feathers from the floor every single day. This situation is unacceptable and clearly points to a defect in the product. I purchased an extended warranty to cover damages or issues like this. However, when a representative came to inspect the couch, I was told there was nothing wrong and that it is normal for down-filled furniture to shed feathers. I strongly disagree with this assessment. I own other down-filled furniture, and none of them behave this way. I expect Ashley to take immediate action to resolve this matter, including the removal and replacement of the defective couch. But till now nothing has been done to resolve this issue.

June 11th - REVIEW UPDATE. While the sales team does a great job, the delivery end of this company is HORRIBLE. I was told we would have our stuff in ONE WEEK, turned into several weeks, with statements of different pieces are on back order, even though in the last call they verified it was there. OR they said, "Oh when we went to put it on the truck, it was damaged, so we couldn't deliver." Then they scheduled a day, and didn't even show up! Today, not anything new. They did show up, but only delivered 2 of our 5 pieces of Furniture. Even the delivery order shows it to be on the truck, but the guys said it must be on back order.

Spent almost $3000 on a online order and the delivery was ridiculous. Asked for paperwork and nobody can produce. Being told all is online and nothing can be done. I'm sorry but did we forget about the elders that don't do online. Very disrespectful and ridiculous as a lot of people don't do online. I ordered w phone thinking I could get a paper invoice and nope you must print yourself. No help no matter what. I will never order Ashley again and to boot I got damaged product and waiting on replacement. I feel for the elder generation as we get no respect or response to anything not online related. Bad business and thanks for caring for the elderly. One day you will be as well.. Also can't verify receipt as I don't have one, just emails. I am a verified buyer however.

Purchased a couch and recliner. I had to arrange for a third party delivery service for the couch for $160. Ashley delivered the recliner which was so obviously broken. I immediately called them so the truck could come back and pick it up. Nope - have to call a different number to have it replaced. Did so and was told they would pick up the broken recliner and bring a replacement on Tuesday. Called on Tuesday to see when they planned to arrive and got the runaround so I asked them to just cancel the recliner and come pick up the broken one that is blocking my front door. Put on hold and then was told okay they could come on Friday. Employees act like they don't care that the broken recliner is blocking my front door and will be sitting through a rainstorm. Terrible customer service, no communication and I am sure I will likely end up taking them to small claims court to get the rip off fees refunded.

Purchased chair and ottoman. Chair lost all support within 6 to 9 months. Warranty expired so we're stuck with a chair that isn't worth a nickel. Will never purchase anything from Ashley Furniture again. We've made sure friends and family are aware of cheaply made products.

Erica at Ashley Furniture in Algonquin, IL is fantastic! Over the course of three visits, she was patient, helpful, and made sure we found exactly what we were looking for. Thanks to her, we made our furniture dreams come true. Highly recommend working with Erica if you’re shopping at Ashley!

I purchased a sofa, loveseat, end table and coffee table from Ashley's in Fairfield NJ. The sofa arrived with a hole in the fabric. I called customer service and was told to take pictures of the damage. I sent 6 pictures as instructed. After several days with no communication, I called again. Even though I sent 6 pictures, she said she needed more. I sent 6 more and finally was told that they would send fabric and a technician would come and replace the damaged area. I had read they had a price match policy. I saw the end table I purchased was $40 less at Amazon.

We bought a recliner from Ashley. Spent a thousand dollars and got the warranty. Within a year the fabric started to ball up and when trying to get help, we got none! Within three years the chair collapsed and looking under the seat we realized that the wood a cheap plywood and the bolts that held the motor to the frame broke. The chair was such poor quality and we truly were disgusted by being scammed on this product.

This place is a bunch of Con artists. Once you purchase something, you are on your own!! The furniture is cheaply made junk!! This company will sell you furniture that you can't even put together it's so bad. Then once you buy it you are on your own.

I bought the new leather couch called "moto" spent over $3,000 on it and they delivered a broken couch and would not come back with another one, what COMPANY delivers broken things and just dumps it off. I am disabled and feel like I've been totally scammed then to top it off, a repair person wouldn't even be coming to fix it for 3 weeks. In the meantime, I'm stuck with this garbage "moto" couch. I was told by the Ashley employee that I should write a review of this crap that they are selling, shame on you Ashley furniture taking advantage of a disabled person! I am not uploading my receipt like they want me to because ALL my personal info is on it.

Purchased 2 recliners 6 months ago at Brantford location. No 2 match with good quality. They are made offshore but their website says furniture made in USA. The components of the chairs are overfilled or lacking filling. Lumpy and bumpy. Poor Manufacturing. Requested a refund after 6 months and was informed that my case has been closed. There is nothing more that they are going to do. I will not be a returning customer! Don't want to deal with them at any time again and I don't recommend them. It's all smoke and mirrors! Customer Care Service Supervisor Jason should read Ashley Furniture Policy. Maybe they all should read it. Then practice it! (Wouldn't let me upload my photos.)