Ashley Furniture Reviews

Ashley Furniture has the worst customer service if there’s a problem with the furniture. I’ve been waiting over two months to get my new furniture fixed!! New furniture should not have to be fixed. We paid for a new furniture, but now our furniture has been worked on twice and still having issues. I wish we could just take this furniture to the store, give it back to them and never go back again but we paid good money for it. We will never buy from Ashley Furniture again. The only way we will have Ashley furniture again it would be for free.

If I could give zero for a rating I would! I had one good experience at the store which brought me back. My second experience is hell. They sent the wrong bed. Their delivery team carried it in and left. I paid to have the bed put together. I called Ashley for weeks and got ignored. I finally made it into the store and they're unwilling to right their wrong. This is terrible!

I wanted to return the coffee table and end table. Luckily, I called. You have only 72 hours to return. Even if you decide to drop off the furniture you have to pay for restocking fee. I paid for pickup and they didn’t give me a courtesy call like they have for my previous drop offs. I work 15 minutes away and they did not wait. Now, I’m told I have to keep the items. I can‘t even pay for another pickup. You get all the grace and glory when you purchase but treated terribly when you don’t want the items. I have spent so much money in Ashley. So shamefu!

Beware, do NOT buy anything from this store. They managed to screw up every step of the way. The floor sales person recommended me the wrong type of mattress, the delivery service first sent the wrong mattress and had to return a week later to bring my correct order, their customer service team was incompetent on solving my issues and ultimately the delivery crew did not removed the old mattress even though the invoice requested the old mattress removal. Took me almost a full month to purchase this mattress, unacceptable. Save your time/money and shop elsewhere!

Had a great experience at Ashley! Victor ** was so helpful and he made my special order an easy, fast process! I’m looking forward to the delivery of our new chaise lounge. I’ll be shopping at Ashley again!

I bought a whole house worth of furniture, I spent four almost $5,000 on a sofa sectional, bought extended warranties for every piece of furniture I bought for my house. The reclining sofa Electric broke after 3 months they have sent parts to fix it. Technician came out put it together and could not fix it told me that's all they can do for me. I would never recommend that anybody spend any money at Ashley and even less by their extended warranties they're pathetically useless. The warranty company is extend, I would be better off not have purchased anything. I strongly suggest you do not buy anything else from Ashley. Quality of workmanship from their suppliers is crap.

I am absolutely livid. I placed an order worth $1500 for this bed and mattress for my kids. Then paid $69 for someone to come attempt to put it together only to get the wood out of the box and discover no hardware. After calling to complain I received you will be contacted in 3-5 business days. I’m returning it all. This is the biggest inconvenience especially since I am a single mother currently going through a divorce. I moved these heavy boxes all on my own. I am not giving Ashley’s a penny. Refund and return ASAP!!!

4/21/25 went to Ashley’s in Melbourne and got some furniture from Acima which Ashley’s uses as a contractor. At the store they informed us that we had 90 days to pay without any interest, it was a LIE, as soon as you made commitment they added more taxes and fees to your final payment, it’s a scam. The sad part is that Ashley’s uses these people and know that they deceive many customers that come in. Ashley’s is responsible for their actions and should be held accountable for deceiving customers. Shame on you Ashley’s!!!

If I could give 1 star, I would. I ordered multiple pieces of furniture on 3/23 (desk, 2 bookshelves, a chair, and a rug). Furniture to be delivered 4/7, rug to be FedEx's 4/22. All items were damaged, a tech came out and fixed the bookshelves and chair, but the desk was damaged beyond repair and was reordered. The new desk was also damaged, and a tech had to come out to fix that. My rug was never delivered on 4/22. I have placed 7 calls to ask for updates and I keep getting different information. 4/24 - created a ticket and was told someone would contact me in 72 hours, no one called me back.

Ordered three pieces of furniture from Ashley furniture, sofa recliner, and the dining room table - which was on the showcase floor and was supposed to come with the sofa and the recliner today, April 29, 2025. The dining room table was not on the truck. We contacted Ashley furniture in Waldorf and was advised that whoever schedule the delivery did not send an email letting the drivers know that they needed to do a flyby which means to go past the store to pick up the dining room table. Ashley furniture didn’t do nothing to rectify the inconvenience of me and my husband taking off work today, all they did was suggest a delivery date for May 1, which was unacceptable.

I am beyond disappointed with Ashley HomeStore. As part of a recent furniture order, they delivered two soaking wet chairs — yes, soaked through, as if they had been sitting outside in the rain. When I contacted them immediately about the issue, I expected a prompt resolution. Instead, I was met with dismissiveness and refusal to replace the damaged chairs.

I purchased a sofa from Ashely three years ago with an extended warranty. During the time of purchase they said the 5 year warranty will cover the rip and tear. We paid lot of money on warranty. We called the customer service few days ago to send someone for repair. They just took our information and haven’t heard back from them. They didn’t call, they didn’t reply back nothing. So we again called them and asked what is the status and their customer service lady told us, "We don’t fix any rip that’s against the seam," and was not very responsive. I suggest people who buy from Ashley please please please please be careful before buying any products and also their warranty… They just try to purchase you the warranty but don’t repair anything when it comes to repair.

Purchased a fair quality couch, loveseat, recliner w/ tables & protection plan. From the moment we walked out have had a negative experience, delivery service, damaged, switches stop working after 1 yr and be so careful how and explain your claim and timing, be sure to follow all small print requirements or they deny even the smallest thing! Example: a USB port failure post 30 days from discovery!

If I could put no stars, it would be nice Absolutely Horrible Experience – Never Again. I purchased a pullout couch from Ashley’s Furniture in April 2024, just before undergoing surgery. Within 2-4 days of receiving it, I discovered that the pullout mattress was covered in mold. I immediately contacted the person who sold it to me—only to find out shortly after that he left the company, apparently realizing there are better furniture stores out there.

This company does not uphold its manufacturer's warranty or the extended warranty. Saving a few hundred shopping here ends up costing at least $1500 because of a broken power couch. Avoid and save yourself a nightmare.

I received a decor cabinet from Ashley Furniture infested with wood-boring beetles. They will not provide any resolution to the issue. I paid over $600 for this product. Now I am stuck with a piece of bug-infested furniture.

I purchased the double deal 7 piece sectional in early March 2025. I finally got it delivered on May 7. The delivery and set up was totally unacceptable. It was not put together correctly. The wedge piece is not even sitting on the floor! The other pieces are not aligned properly. And they didn’t place the sectional properly as the corner wedge does not align with the corner of the wall. I expressed my concerns to the delivery guys about how poorly they set this up. They just looked at me and said we never put one of these together before this is our first time. Any question I asked these guys they responded by saying I don’t know. And when they were setting this up, they were digging their knees into my brand new furniture.

Will never shop at Ashley furniture again. Not only is the furniture c***, I've had many pieces replaced. It's made very poorly. They charge you a lot of money and when I overpaid on a payment, it took over 2 months to get my payment back. This is ridiculous. I would not recommend to anyone! Shop somewhere else!

We bought a loveseat recliner at the Ashley store @ Britton Pkwy. There is a Memorial Day sale of 25% off of everything for the month of May. Chase was our salesperson. He was helpful and there was no pressure to buy. He was very honest and trustworthy during our experience. I hope we will be as happy with the sofa as we were with Chase and his professionalism.

Still waiting for my delivery, they lie to me every time I call asking for my table. Never call me when It arrived, I bought it almost five weeks ago, they didn't know it was in store till I call them, it still at the Calexico store. It is a special order already paid.

I am a senior citizen, am not very good ordering online, therefore I went to the Ashley HomeStore located in Mesquite Texas,, I spoke with a salesman name David **. I told him of my situation, and ask if he could help me out, not only did he assist me in ordering online then, he was so great at his job, I went back several weeks later to order more furniture, he assisted me again. David went above and beyond his jobs in assisting me he didn't have to but he did. He was so professional, and very knowledgeable of the products and his job, I spoke with his supervisor and informed her of my experience and what a great job he did, and that they had a great employee. I would recommend Ashley HomeStore to anyone. Sincerely Mrs **

The worst experience buying furniture from Ashley Furniture online. The sofa was too big, so I told them I wanted to exchange it for the loveseat the same day it was delivered. But two weeks later, they say I can't return it because I didn't complete the return process within the first 72 hours, but I did it in less than 24 hours. I'm furious because they won't come pick up the sofa, and I can't order the loveseat because I don't have room to put it. I'm asking for a quick solution!

I have purchased many items of furniture from Ashley. Both indoor and outdoor furniture. All items have been crap. Horrible quality and overpriced. They do not stand by their products. You have to spend even more money on warranty. They will not do anything to help you if the item starts to break over a short amount of time. I will never purchase from them again. Do not trust their good Google reviews.

I would not recommend Ashley's to anyone, in fact I will ask friends not to buy from them. While I understand all sales I final, asking for an exchange of a more expensive item was handled unprofessional and without listing what my concern was. Good luck speaking with a manager too. Apparently they need 24 to 48 hours to call back. We spent 9k, and I couldn't be more mad at myself for ever stepping inside that store. I should've known when sales person started adding warranty fees without approval. She didn't like it when I pointed out, I fact commented on how I don't believe in warranty were made. My fault for not refusing delivery, however when you spend $9000 customer service should be better. Manager told me it looks just fine!

1 STAR BECAUSE I COULDN'T DO A ZERO. I bought a sectional for $ 4000 in November (5 months ago). A tear started to form along the back top. The furniture has not moved, I have no kids or pets and it's in an area where no contact is made, I was told. "Thank you for reaching out. Your claim has been received and unfortunately as tears and rips are considered a cosmetic defect and is only warrantable if reported within 48 hours of taking possession of the item- as this landed in home on 10/24/24 was reported on 04/29/25 this would not be warrantable." STAY AWAY, YOU'VE BEEN WARNED

I never shopped at Ashley Furniture. For the past number of weeks they have been bombarding my 2 Gmail accounts with 4 to 5 emails each a day. I try to block and report them each time to stop getting emails and nothing works. They also have no place to unsubscribe to emails on their website. Stay totally away from this very deceptive company. Worst company I've ever had to deal with and I haven't ever bought anything from them. They invaded my privacy without permission and I can't get them to go away.

Don't do it! Buy some place else. Terrible customer service. Terrible management. Incompetent staff. Hey Ashley, ever hear of customer service? Returning phone calls? Finding someone who knows the difference between a sale and a return. 1 returned phone call would have saved me months of stress and hours of time.

I purchased an Ashley Mattress and adjustable base. The U bar at the bottom of the base is so short that my Mattress has become deformed because the U bar at the bottom of the base has deformed my mattress because I said it is a lot. I keep going back-and-forth with Ashley Warranty and the adjustable base company about the warranty and I get nowhere they just send me back-and-forth to each other and nothing is ever resolved. Mattress is obviously too heavy for the U bar at the end of the bass and sags over a lot this can be seen in my photos.

While a frequent shopper at Ashley Furniture over the years, a recent experience with the purchase of a sofa is leading me to never trust a purchase at this store again. The purchase was not only of a sofa with a chaise lounge, but also elected to add the protection plan. Experienced a tear on the seam of the chase lounge cushion. Figured that the protection plan would cover such damage. Contacted the Greenville, SC store where the purchase was made only to learn that the item is no longer stocked. It was only purchased 2 or so years ago.

What a lousy experience and joke this company and its service team is. We received a bedframe that did not come with all of the parts. I’ve called three times now because they’ve ordered the wrong parts after explaining in detail and sending pictures on two different occasions. We paid $5000 for a leather couch that came scuffed up and when calling to tell them about it, they sent us a replacement cover with no direction of how to put it on and it looks like it needs to be sewed in. I told them they can come get the section of the couch entirely and replace it or pick up the entire couch and give us a full refund. I’ve had to call this place more times than my kids call me in a day.

The beachcroft rocker looks nice but built poorly. The base of the rockers are garbage. Ashely should be ashamed to put out such a poor quality base. After paying $700 per rocker we are having to spend another 100-150 for new bases after 16 months. They of course don’t have replacement parts so you have to go to a third party and “make it work”. Better products are out there.

I purchased a lift chair from Ashley with no problems, they are extremely eager for my money. I paid a lot of extra money for inside delivery and setup. That part I really don’t understand other than greed. The delivery driver showed up at the door, asked me where I wanted the chair, I told him that I needed my old chair removed, and the new one and the same place. Words out of his mouth, “We don’t do that.” I bought a lift chair for a reason, I am not able to do any type of the work to move the old chair. I looked at him and said, "Do you see that wheelchair beside you? You get the picture of how the rest went." I told him to take it back. This store has absolutely no concern about anything but the almighty dollar. Sorry, Ashley’s for the bad review but it’s on you and not me. All I wanted was a lift chair for disability reasons.

EXTREMELY unhappy and disappointed in Ashley Furniture of Sioux Falls SD. We specifically worked with Shawn, and when finalizing our purchase he agreed to extend our payment terms to 18 or 24 months (I don’t recall which, but when making our payment plan ourselves, we planned to pay off in full by or just before the 18 months to be safe). On the 13th month of our financing, we received a bill with a large interest charge included, even though we’d been paying above what we needed and were nearly complete in payments. I called into Ashley Furniture to discuss and get this resolved, the first woman was able to assist, noting had found some notes or an email from Shawn alluding to the extended financing, but that he hadn’t fulfilled that on the order; she would work with management to get that resolved and call back.

I will never buy from them again. I went to the store sat in the chair I decided to purchase. They did not have the sofa in the store. What I received is nothing like what I sat in. After 4 phone calls to corporate all directing me back to the store, I talked to Lionel the manager who assured me he would talk to his supervisor and get back to me by the end of the day. I could probably return as I just wanted to get an in-store credit to purchase something else. This was 5 days after delivery. This is so uncomfortable that no one is even sitting on it! Here we are a week later, no call. He is unavailable the 6 times I have called, and the 2 times I have gone to the store. The customer service is the worst!!

I always see reviews that say, I wish I could give 0-ZERO stars, and now I understand why people say this. 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 this store. After the fact I learned the following. They 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. So, my mother and father both in poor health went back to the store and were told by Logan the store manager that they could have the store floor model which would have been an acceptable solution. They tried to make arrangements to have this transaction take place and it never happened.

Worst experience I have ever had buying a piece of furniture. I purchased a dresser from the online Ashley Furniture website. Delivery was two weeks and had to take a day off work to wait for the door delivery. After opening the box, the dresser was busted out at the bottom. No damage to the card board box that it came in. I called customer service and had to file a warranty claim for a product that just needed an exchange. Sent pictures with claim. Wait a week with no communication. Called back to customer service. They said that they could get me a $48 dollar discount to keep the dresser. I asked for an exchange. They said I would have to wait till a repair person could determine if it could be repaired.

I purchased a sectional in July 2024, the cushions did not fit, they protruded beyond the chair and had pooling. Technician came out and took pictures, I received a new set but with the same protruding issue. When I contacted customer service I was told that was the way they were made. I was skeptical but what could I do? Now they are wearing unevenly, 2000.00 may not be a lot to some people but it was an investment I thought. I will never purchase from them again!

Horrible experience. Received 1 of 2 boxes. Contacted customer support and was told to respond to an email which they said would take 5 business days for reply. Once I received the second box it was a torn up box horribly taped together and everything inside was firewood and not protected in any way.

So disappointed, we purchased an expensive sectional just over a year ago due to a recommendation from a friend. We replaced all the seat foam and had back cushions refluffed under the mfr warranty less than a month ago and now the sectional already it looks like we've had it for 10 yrs, we call and get transferred back and forth or straight lied to. Not a very happy customer. I would not expect a high end, expensive piece of furniture to fail within the first year and then a month after service is done it's doing same thing and am being told extended warranty won't cover it again??!!

I bought a couch through Ashley furniture in Frisco. When I received my furniture yesterday, it smelled like wet towels that you left on your floor for a week. The mildew smell was repugnant. I turned the cushions over and they have slight stains on them that smell like mildew. I’m guessing that either in storage or in transport somehow they got wet and now they smell like mildew. I called and spoke to Angel ** who is the escalation department supervisor, who explained to me after I sent her photos, but obviously all I could do is tell her about the smell who told me that that is normal for my couch to smell like mildew for 10 days and that there would be no replacement or return on my product. I called the manager Paulo at the Frisco store who never responded.. The sales agent did try and help, but he could only do so much so now I am left with a couch that I can’t use because it smells like mildew.

I will never purchase anything from Ashley online again. Bought a sleeper sofa and it was delivered. The sofa doesn't fit and wanted to return it but because it's over 72 hours, I can't return it. I'm out $900. I need an attorney.

I purchased two sofas from Ashley Furniture in Mesa Arizona at 6233 E. Southern Ave Mesa Az 85206 on 4/05/2020 at a cost of $2952.58 with tax, setup and 5 year warranty! To which we were talked into. The sales guy said, "If you don't use it you get your money back in CASH!" $319.99. Now 5 years later, 6 phones calls, 2 in store visits and the Manager ** said they denied the refund due to the changed warranty company's. I was also informed that he has to call 20 other people to deny them also! I want some kind of resolution.

Beware!! When buying from Ashley that basically they have a no-return policy. Apparently they will only take damaged items if discovered within 72 hours of delivery; under no circumstances will they take anything else. In our case we ordered a table just before my daughter moved, then drove to her new state of residence. Once we got keys to new apartment and the sofa as delivered we realized the room was smaller than expected and there was no way the table would fit. This table was in an unopened box, a week after purchase. Their customer service was quite abrupt in saying that we were stuck with a $200 table that won't fit.

I wrote a review about my dining room table and that I DO NOT RECOMMEND BECAUSE IT'S PURE JUNK. My table that we only use 3 times a year and chips just from cleaning it when dusting my home!!!! The furniture is made from very cheap wood. They sent me an email saying they would be reaching out to me soon. And still NOTHING. They did not even have the correct address on here.

We purchased a sofa and upon arrival was damaged. Appeared to be dropped as the wood framing was shattered. The delivery team (that we paid extra for-Ashley policy, for them to deliver, set up and take the trash) refused to take the item back, we were unable to refuse delivery and because the couch could not be set up due to the busted frame it was left in our living room in packaging. I have been in contact with Ashely every day trying to get this returned. They want to send a technician out to review the damage and see if it can be repaired even though we sent clear photos that it is not repairable. ALSO it is a brand new sofa, why would we want to repair a brand new sofa??? They still have yet to return the item.

Bought 2 chairs, had Ashley out once. Put in stuffing, did again! Extended warranty won't cover. Ridiculous! They want to sent Warranty people out who will charge to fix and service charge! Crazy.. Wanell **

We recently purchased a new sofa and oversized chair for our tv room upstairs. I am very pleased with the quality of the items. HOWEVER, we paid the $230 "White Glove" Delivery fee only for the delivery to go very poorly. Within 2 minutes of being here I was asked to remove the door to the room (which I gladly did) and then told that our stairwell was too tight to get the couch upstairs. We have moved multiple large items up and down the stairs - it is not easy, but possible. I was told they were going to leave with the furniture OR I could sign a liability waiver for them to move the furniture up the stairs. I signed the waiver, which was blank in the "list the obstacle section".

Recently I purchased sofa set from Ashley Furniture. Such a bad delivery services. After delivery they throw trash in my garbage can. Also the damage sofa I while delivering. The delivery guy told they will call and replace sofa. They never called me. I call them, they never replace. Such a bad customer service. I will never recommend to any of my friends and family to purchase from them

I decided to buy a rug from Ashley in store on 4/9/25. It’s was told to me that it would be delivered 4/15/24. Today is 4/16/24, no rug! Called Ashley customer service, and of course they sorry for this issue, and then said it was out of stock when I purchased in the store, but now it in the warehouse now and will be delivered tomorrow 4/17/24. I should have listen to my family member that told not to shop from Ashley because of this and their product are not of good quality workmanship. Well, today I have learned. I still awaiting my rug. I will be canceling this order by tomorrow 4/17/25, if not received. Because of this, I will no longer shop Ashley’s anything, on sale or not.👎

I purchased a mattress and headboard over a month ago which was delivered. The mattress was stained and looked like it may have been a return with a stain and fingerprints on the bottom of the mattress. Ashley said they would come out and clean it. They also installed the headboard incorrectly and made several holes on the board that damaged the legs to the headboard.

Buyer beware, I purchased 10 in-stock pieces of furniture and paid 100% upfront after losing all my furniture in the hurricane. Ashley ** and John ** gladly took my money, and now they will not deliver the whole order or fix the broken items they offered. It has been 60 days. Customer service will take your call, document a case, and schedule a delivery, but they will not show up. I have taken off work 4 times to wait for their delivery, and I was stood up every time. Customer service is a bot or an agent cutting and pasting responses on repeat.

Be very careful and get everything in writing or better else, go somewhere else! My delivery men were very nice and noticed that one of my end tables would not close. He took pictures and said he would submit them and they would bring me out another - first lie! My salesman, Chase, told me after I said I would wait and check a couple other stores for my swivel rocker recliner, mentioned that I had 30 days after delivery and if I decided I was not happy with it all I had to do was call and they would come and pick it up for a return or replacement - second lie. After talking to customer service, they said that per the contract I only had 3 days. They also told me there was no comment in the delivery notes about the faulty table. She scheduled an appointment for repair and I asked if they would give me an afternoon appointment since I worked and she said she would make note of that. My appointment is for today 9:00 to noon.

Zero stars. We purchased a split king mattress with adjustable base. AT DELIVERY, one of the bases was missing the “grommets” for the stabilizer bracket at the end of the bed. Because the mattress was placed on top of the base we did not realize the base was not functional until we made the bed two hours later. We immediately called and sent pictures as instructed. The store 100% refuses to replace the base. We have been attempting to get a new base sent for over two weeks and we have been told they will not order us a new base because that “costs money”. We spent nearly 10k dollars and Ashley expects us to accept a bed with missing parts. We will need to involve lawyers at this point.

I recently completed an Airbnb design project in the Palm Springs/Joshua Tree area that was severely delayed solely due to Ashley Furniture’s incompetence. I will never purchase from them again. Every single item we ordered from Ashley arrived damaged—yes, every one. They tried to blame the delivery company, but it was clear the issue stemmed from the warehouse. The quality control was appalling. We had to deal with countless redeliveries, and every time, the items showed up broken or flawed.

Called customer service 4 times. As I write this I’m on hold 28 mins. They have no answers and keep coming back to the phone. I never seen worse customer service in my life. This is before they deliver the furniture.

This is hands down the worst company I have ever done business with in all nearly 40 years of my life. I wish I had read the reviews before purchasing anything. There are not enough characters to explain all that occurred. In short, they signed me up for a $400 protection plan I never was even asked about, made 3 failed deliveries of a dresser, each time it was damaged, the driver on one occasion tried to hide the damage. They could not delivered an undamaged dresser so I had to send the matching chest back as I bought them together.

WARNING ALL CUSTOMERS!!! Don't buy furniture from Ashley because they sell extended warranties that get denied. I bought a recliner from Ashley and purchased an extended warranty my claim was denied. Ashley is responsible for supporting a warranty company.

We purchased a couch and ottoman from Ashley in Greenwood, Indiana. When it finally arrived 12 days later, there were numerous holes in the couch. We refused the delivery. We called the store. We were told a refund would be put on redit card within a week. The refund sat in pending until today when it completely disappeared. Now they are saying it will take another week. I am so sick and tired of lousy goods and service! I will never shop or recommend Ashley to anyone ever again! They have our money, I paid the credit card off the next day after the purchase!!

Everything arrived in perfect condition, exactly as described, and even better in person. The quality is top-notch—sturdy, comfortable, and beautifully designed. Delivery was smooth and on time, and the customer service team was super helpful and responsive throughout the process. Highly recommend to anyone looking for stylish and reliable furniture!

I've had my furniture from Ashley's signature collection for over 15 years and my youngest living room set is 11 years. Still in great condition like new. The only thing is that a couple of my pillows with the leather are crinkling now. I just scraped my chaise from my sectional moving last week but that's my fault but it still looks new. Ashley's and homeline are the only furniture me and my family and most of my east coast friends will buy. Everyone always think I just bought it. I misplaced my extra mirrors to my bed set and it seems it's no longer available. If anyone knows how I can get parts replaced please let me know. MRP02978 I'd love to keep this set if possible it's in immaculate condition. Thanks. 😊

Never buy from Ashley Furniture.... 7 days after a purchase I reached out to initiate a return only to be told I had 72 hours from delivery. The online return policy states 30 days but they are not standing by this. Extremely poor customer service.

I purchased furniture a month or so ago. I made an online purchase in the store with Benjamin out of the Buford, GA. Office. He said if I do not like it I could return and get something of the same value. When I received the furniture it was super firm and very rough. Call spoke to Keyanna W. I was on hold for close to an hour. I thought I started a claim. Was waiting a couple days to get approval to move forward. I did not a call or email.

Do not purchased furniture from Ashley. Their customer service SUCKS. We purchased a new dining room table and chairs, sofa, bedroom suite in November 2024. All had issues when delivered. Each time they deliver replacements the replacements have flaws. They will also say they do not do refunds. Warning Will Robinson! Warning!

I'll apologizing advance because this might get ugly. I just spent the last half hour on the phone trying to get past the gauntlet of automated messages that repeat and repeat and repeat. Gave them the same information three times. 15 minutes into the conversation the young man tells me the information I told him at the beginning of the phone call, asking for an update. They wasted literally 30 minutes of my time to say, "I'm sorry. I apologize for that inconvenience." At least 20 times I heard that. I got different information from two different associates when the first phone call wouldn't take my review after the associate was finished. I called back to ask to speak to a supervisor and it took me 10 minutes of answering their questions to get transferred. It's ludicrous!

Purchase leather sofa and loveseat and spent $3000, I wasn't at home to receive the sofa and loveseat. I noticed that the quality is not leather or has that distinct leather smell. I'm so unhappy of what I received and customer complaint cannot help my situation. I wished I never bought from Ashley.

We received the wrong item and tried to have it replaced by the store. The Customer Service people and Manager at the San Diego store were extremely unprofessional: not helpful and rather insulting. Avoid that store!

You better be ready to open your delivery on arrival, don't order and let it sit for even a minute. Delivery of a bedframe came mid-week and did not open until weekend when ready to spend assembling and set up. Only to find box was damaged and the quality was less than mediocre. We called that day to initiate return, talked to a somewhat helpful person who started the process, only to be met with an email the next day of sorry not eligible for return, no options, no help and no response. This company is ridiculous to deal with. You better love the item you order, know the quality you are dealing with and be happy with what you get, because if you go one minute over the 72*... you are stuck with the item. So unfortunate. This was our first experience with this company and most certainly our last.

We are extremely disappointed with our experience at Ashley Furniture. We purchased a sofa and chaise, and the very next day, we noticed that the online price was lower than what we had paid in-store. We immediately contacted the store to cancel the delivery, but were told that the items must be delivered first, after which we would receive a refund of $249.

The swivel stools I ordered were cut wrong. Nothing lined up when assembled. The cut of the pieces were wrong and left them looking off and when I tried to make it work they broke off in spots. Very disappointed with them.

Bought living room furniture 3 weeks ago. Delivery men damaged love seat. Told me was easy fix and someone would call within couple days to come out and fix. I refused to sign delivery form until noted damage. Then received emailed delivery form with damage notes removed. Didn’t receive call. I called third day and texted bad delivery review and why. Received text back to send pictures and info. Did. Response was would look into and contact back. Then message closing out chat. Then another text to send all info to log a claim. Then message that there was issue opening to resend. I resent pictures and info both by text and email. Same response. Went to store next day, spoke to manager who apologized, took all info and said he would expedite this.

At purchase time they give you the best customer service, once they have completed the sale and something goes wrong with the delivery they become the worst. I had my furniture delivered about 3 weeks ago and till this day I have incomplete delivery, and damaged product. They told us 7-10 days to fulfill the reorder and they still haven't delivered. Called and spoke to there customer service manager named "Justin" and he was completely rude and had no customer service whatsoever. They even laugh at my fiancé while on the phone. I would not recommend anyone to shop at this store in Long Beach town center. I try contacting Ashley direct number but it directs you to a store. Not happy with the customer service they provide.

I had viewed these chairs online prior to trying them out in the store. They are comfortable, very attractive, and the quality is better than expected at this price point. They go well with my existing dining room table. Very happy with my purchase.

Ashley Furniture of Abbotsford is an amazing showroom set up with a positive flow staffed by professional, compassionate, and kind staff that do their very best to accommodate your purchasing wishes. Being this was the first time I had shopped at Ashley furniture I can honestly say it will not be my last.. Thank you to all those that help me. An extra thank you going out to my salesperson “Mike” who went over and above to make sure my purchase and delivery worked for me.

I bought my theater seats in December 2023, Before I could pay it off in August of 2024 it started splitting on the arm rest when you reclined it hard too make the foot rest to hold Very Disappointed Never believe this.!!! This is in a different room from main room. Never used everyday.

I purchased two bed frames in-store on January 2, 2025 — a Queen frame and a Full frame with a box spring — and nearly three months later, I'm still dealing with the aftermath. The Queen frame arrived with a cracked headboard, scuffed footboard, and was damaged further during installation by the so-called "white glove" service. These "professionals" left multiple scuff marks and stains on my new house walls and cracked the frame further during forced assembly because the pieces didn’t even fit together properly. After seeing the damage, I asked the installers to take the entire Queen bed back. It took three separate calls and two weeks to finally get a refund issued to my credit card.

Great customer service.

I ordered 3 bed stands online. I knew which ones to order since I was at the store a few weeks back when I ordered the beds that went with them. I had no need to go to the store and order these bed stands since I had obtained the sku numbers. I did not know that they did not offer assembly or white glove delivery until I placed the order. (This was important to me since four to age I cannot move the unassembled box into my home. I live in a tri-level condo and my bedrooms are in the top floor so there was no way for me to handle this physically).

Lynn was super helpful. We went in for a sectional and left with a mattress and the couch. She took her time showing us and around. She was very friendly and patient with our 7 year old son. We'll definitely shop here again.

I recently had a very disappointing experience with the return policy and sales associates at Ashley Furniture. I purchased a sectional that turned out to be too big, and when I tried to EXCHANGE it, I was met with customer service telling me the return policy online is different than the store policy and I was stuck with what I had. They were not only unhelpful but also quite rude and dishonest. They told me I signed an invoice that showed it was Final Sale which I definitely did not and they could not provide me a copy.

03/07/25 ordered 2 couches, end table & coffee table. Salesman assured me that 2 couches and end table would be available for pick by 03/21/25. Went to pick up and only couches were available. Called salesman Payton, he arranged to have it delivered. 03/26/25 notified end table and coffee table were out for delivery. Truck arrives with two boxes requiring assembly. Driver says accept, writes on receipt customer customer does not want order and call Ashley. 03/27/28 call customer service and she tells me all items for pick up and white glove delivery must be assembled. Nowhere on my receipt does it say that it comes unassembled. They would not take it back or send someone out to assemble. If we took it back to the warehouse, it was considered abandonment and would receive our money back - per Danielle. Worst experience ever and would NEVER recommend them to anyone.

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.

If I could give a minus I would. I purchased a recliner early January 2025. They took my money and promised a delivery by Feb 14. I had to follow up with manager as sales person neglected to contact me re pick up dates. Then it was promised 3 more delivery date times. Again on the last one which was March 22 today I had to contact the sales person again regarding pick up. Turns out the delivery date has now changed again to March 29. But no one told me???? Very very poor customer service.

By far, the worse customer service! Took me four months to get someone to attempt to fix my furniture. I requested replacement, but they refused. So they literally took apart my furniture, in my home; used my electricity for drills, etc. My furniture is only 8 months old!! I paid for a 5-year warranty....For what??? Maybe it’s time for another class action suit. It’s been three years since the last one! Pictures below are of one chair, totally apart, on my living room floor. Tech left because he didn’t have a part. He’s been gone 45 minutes. He arrived at 7:45 this morning....It is now 9:35 am. DO NOT BUY FROM ASHLEY, especially in MYRTLE BEACH, SC!!

I purchased "Boyington Dual Power Leather Reclining Sofa" for my media room. Extremely disappointed. When you start the massager, it makes a constant buzzing sound near your ear. It makes the room noisy. This constant noise is giving headaches and migraines to my family members as it's constantly ringing in the ears. So it's definitely not suitable for family home use. I would not recommend it for home use and surely not for media/entertainment room. I reached out to their warranty many times, but no use.

We bought a lamp from Spring TX store on 11/17/24. Today is 3/19/25 and still no lamp. They give 4 reasons: shipped by a 3rd party, item discontinued, shipped in February, and I will be refunded. Liars.

The worst shopping experience ever. The sales reps do not know about the products they are selling, will outrightly lie to you to get the sale. Billing errors added another 2 hours to just the billing process. Wrong commitment ton delivery date, even though we booked the furniture 2 months in advance. Not just the sales even service is miserable with scheduling errors and not getting the job done

I’m so disappointed by Ashley Furniture store in Concord CA. I purchased a sofa sleeper that was not able to go in the room that we wanted. Was too high. All the store representatives including the sales person Leonardo ** who was dishonest with providing information about their return policies (that is illegal in California, checked with a lawyer) and store terms & conditions. Through the delivery guys that pressured me to sign without sawing me what I’m signing for.

We bought living room furniture and purchased the extended warranty. We were not told of any conditions regarding the warranty if we didn’t use it. When the store was contacted regarding the credit was told I had had only 3 months to use it and that time had passed. We were never told this. Be wary of any of their promises.

If I could give a zero review I would. I purchased a $15k tempurpedic active breeze mattress and adjustable base for $15k and the installers did not hook the hose up on my side of the bed for the heating and cooling which was the only reason I purchased this bed. Two days later, I heard a pop and the base broke. It would not go up or down. I immediately called the sales person and told him I did not want the bed, it is not heating and cooling like the store model and it was broke. After arguing back and forth for several days he said he would order a brand new mattress and base and have his designated team that only installs these beds come out and install it. After waiting another week the same two guys showed up that improperly installed it the first time.

If I could give negative stars, I would. We bought a sectional from the Daytona Beach Store, it came broken, they sent two wrong pieces, they do not return calls, answer e-mails, and their customer service is a joke. We were promised a refund, haven't heard a word from them. This business should be closed. I have a piece of garbage sitting in my living room that I can't do anything with. We are going to take this crap down to their store and dump it at their front door.

Hello. My name is Shannon **. Me and my husband Joseph ** went to the location in Dearborn Michigan on Mercury Drive. Mr Randy ** helped us get a bedroom set for our daughter but upon delivery Mr ** didn't order the slides for her mattress so the delivery wasn't set up all the way which was on Wednesday the 5th. And we were told someone was going to come the same day and complete the set up which didn't happen and nothing happened the day after we were told Friday. We are very upset with Mr **. He didn't fulfill his job. He claims he a sleep expert but he was just looking for a good commission.

Ordered 2 of the Warrior Fortress recliners online, after going to a brick and mortar store to pick out the chairs we wanted. It was over a month before the first was delivered, and the day before, we were told the second one was on back order and would be an additional week, which turned into 2.5 weeks. The product arrived 5 hours after the delivery window, damaged, and not the same chair as was tried at the store. Immediately contacted Ashley and cancelled the second chair, and requested return of the first, due to damage, and incorrect item, despite the label saying it was the same. Have been fighting with them for a week now, with them saying they will fix the damage. Have told them multiple times, that we don't want the damage fixed, we want to return the chair since it is not the same as the supposed same item in store, and it was not comfortable at all. We had cancelled the 2nd chair because of this.

I bought $1300 in furniture from my store. Changed my mind the next day WAY before delivery. Called customer service to cancel. They said fine. I thought I'd get my money back within 5-10 days but nope. They just kept my money. Now I'm waiting for an escalation dept to call me back. Lord knows when and have to answer every random number that calls my phone.

We purchased a beautiful power Man-Den Gray Leather Sofa, Love Seat & Recliner from Ashley North Branch, Mn. Justin ** was our sales associate. He was very knowledgeable, professional, & most importantly not pushy! He gave us time to ponder & decide which set we wanted. He is an excellent salesman! Our set was delivered by Finest Touch services the next day. The two young men (Louis & D) worked very hard to get everything in place & relocate our old set. They were very professional & kind. My son loved our set so much, he went to North Branch & ordered one also! What's not to love about Ashley! I have been buying from them for years!

Although Ashley Furniture products were really good Their customer service were one of the worst I’ve ever experienced. The communication between CUSTOMER SERVICE and the drivers was practically nonexistent. I had a four hour window for my table to be delivered and it ended up being more than 6 to 7 hours. When I asked CUSTOMER SERVICE to call the drivers, they told me they were unable to do that. This is totally unacceptable And I don’t think I will be doing any more business with Ashley Furniture in the future if that’s how they treat their customers?

*** Do not by from this company *** Sofa broke less than 30 days after delivery. Performance fabric peeling off less than 30 days after delivery. My “New sofa and love seat” have been broken for 6 weeks. Leandra in Customer service refused to allow me to speak with her supervisor. Told me “I am the one making the decision” and not possible for me to talk to anyone else so not only does their POOR QUALITY furniture fall apart but once they have your money they really do not care about the customer. Do not buy from this company.

On January 25, 2025, I went with my wife to the Central Avenue Yonkers store to purchase a mattress. When we got there, a young ** guy, Mariano, helped us. After we agreed on the item that we liked, he told us that there was no interest in the purchase for 5 years. He did not mention any requirement for qualification. He even calculated the payment based on this offering. Sixty payments without any interest- wow, it sounded fabulous. We did agree, and then he proceeded with the papers process. He did not show us any physical documentation; everything was electronic. Sign here, sign here, sign here, sign here. He did not mention anything about the financing process, whether it would be done through Ashley or an independent institution. He asked if it was okay for him to send me the receipt by email.

Don't waste your money on this furniture store. If there is something wrong with what they send you, they will NOT replace it, they will send technician after technician to keep trying to fix it. Even if they technician tells you it is not repairable.

I asked for a refund on items that I did not want. They gave me the run around, even after contacting customer service multiple times and going to the store with multiple forms of ID. It took 6 months, plus contact GA District Attorney to receive my refund. I will never shop there again.

I don't recommend the Phoenix insurance at all. Do not take it even if the store asks you to take it. They only spot clean, not worth the money. I would not have taken it if I would have known that. I am very upset and you can't get your money back either so In my opinion it's a waste of money.

Purchased couch and loveseat November 2024. In showroom it sat comfortably. The set I received is so stiff that it's extremely uncomfortable. Of course Ashley can't do anything about it. Reviewing so no else purchases this set. Item numbers are 5930147 and 5930118. I definitely made my last purchase from Ashley!!!

Do not buy from company. They get your money and take their time getting your furniture. Been three weeks no call. I called to inquire about getting a refund due to no furniture I paid for and no call. They refused to refund my money. Store credit. No more shopping there.

I placed an order online for a mattress on February 17th. My first email I received informed me that delivery would be 1-2 weeks. The next email I received said my delivery was scheduled for March 7th. I then received a text message on February 28th that said to call to schedule delivery. I called on March 3rd and was told that I had to take March 14th for delivery. That is 4 weeks from my order date and one week from my first email that confirmed my delivery date. I will not order from Ashley again. I had to pay for my delivery and I have to wait. Crappy service.

My salesperson was great. Helped me find what I was looking for with a no pressure sales. Everything was treat until my couch was delivered. On about my third pull of the reclining mechanism it completely broke. I called only to be told they could send a repair person in about two weeks. Since I had the couch less than 24 hours I didn't want to wait that long or for a repair. I think it should be replaced. But here I am two weeks later and I can't even get a return email. I will never purchase from them again and I am going to call every day until I get this resolved.. I'm so disgusted with them. At this point I don't even want the couch from them anymore. What a let down.

If I could give zero stars I would. My experience with Ashley is beyond unacceptable and unprofessional. Ordered furniture in October. January 21 delivery scheduled, 2 men to deliver and assemble and entire 3 story house of furniture, they were there 1-7. First day of work and admittedly untrained. Didn’t know how to assemble. 2 Headboards with 12 screws all the way through to the front where you lay your head on each headboard. Couches un-assembled, floors scratched, tables dropped and broken, pieces missing.

3 months now waiting for my missing pieces of furniture. They are unprofessional and incompetent, misleading you on delivery date 3 times. Traveling NY to FL to be told day before - no delivery. Angry.

Bought a couch from them 8/31/24 and it’s a piece of junk! Cushions are already sagging and the one cushion doesn’t even reach the back cushion and doesn’t stay put (see the big gap). I will not buy from them ever again. Not comfortable.

DO NOT SHOP AT ASHLEY!!! The worst experience of my life. Trust me DO NOT SHOP HERE!! I went inside the store in Altamonte Springs, FL July 2024 and it has been a nightmare since! I haven't made a single payment because the Sychrony Bank they make you use is not showing the promotion but when you call the store (and you actually get someone on the phone) they tell you it does show the promotion. Absolute worst experience and I promise you this isn't worth it! I will never, EVER shop here again and tell everyone I know to stay away. My mom just moved and guess where she wanted to buy. Guess where she didn't :)

Ashley Furniture partners with GBS Enterprises to offer the ProtectAll extended warranty, but my experience raises serious concerns about their business practices. GBS Enterprises appears more focused on denying claims than providing the support customers deserve for services they have paid for. It’s disappointing that Ashley Furniture continues to endorse and promote this insurance provider despite these issues, which ultimately leaves customers feeling unsupported and taken advantage of. This partnership reflects poorly on Ashley Furniture’s commitment to customer care.

So, I'm going to say I should have learned the first time. About 3 1/2 years ago, I ordered a living room set. Since I was living on my own again, I had nothing in the way of living room furniture and was told it would be there a certain day/time, which didn't happen and I lived with camping chairs for about a month, maybe a bit longer, which was a miserable experience. Fast forward to now, my daughter has since moved in with me and is now moving back out, so I am going to give her my current sofa/loveseat set.

We purchased furniture for our living room and dining room and add the furniture protection to all the pieces. Once the furniture once delivered and checked, we were pleased with the delivery. It was not until we went to open the leaf on our dining room table that we noticed the screws on one side of the leaf were missing. This was reported to the warranty department and it took 28 days before the replacement parts arrived only to find out they sent another hinge and not the screws. We are still waiting for the screws and tech to arrive and received an email that there was not enough information on the issue to send a tech out. During this time, our lift top cocktail table screws on one side came apart and the top collapsed. We contacted the warranty department only to be told, we needed to contact the store we purchased the table from for support.

They keep changing the delivery day. If you need the furniture for a specific day, buy somewhere else. Customer service needs to improve. If you need to talk to a seller or manager, you must go back to the store. No one answers your calls.

Ashley team assembled bed rails unbalanced without central support which destroyed both mattresses. My mattresses sunk more than 3 inches in overall thickness. Which in result very unbearable to sleep on it. So we are sleeping on floor with temporary mattress for more than 2 months. Initially I did not know the fact. I thought this is defective mattress so I submitted a mattress claim. They sent technicians twice to take pictures and measurements.

Made an online order at 7pm. Realized the cart changed my full size bed to a twin once I submitted. At 739 pm I called the online customer service but they said "We're closed." I called first thing this morning and was told it is not their error and I cannot upgrade my order to the full. Please do not order from this store. There is zero customer service when there is an issue with a purchase. I just wanted to upgrade to a full size bed. Now I never want to order or buy a thing from them again!

This is one of the unprofessional online services I ever seen. I went in the store and seen something that I like and then once I decide I wanted it I went home, went online and ordered it. They send it to me in the box and telling me to put it together for the same price that I could have bought it in the store so then I said it wasn’t assembled. I want to send it back. They also said that I had to pay them to send it back after I paid $179 to get it shipped. I’m just telling y’all for future reference do not order anything online because if you want to send it back, you have to pay and customer service was very rude And I shop in store all the time and never ever had this situation.

READ THE FINE PRINT. Do not trust the sales associates. My wife and I went there on February 9th and bought a sofa and a mattress. We originally had just gone to get a sofa but decided to check out mattresses while we were there. The associate (Ashley believe was her name) told us not to worry that we had 30 days to decide if we liked the mattress we were looking at. She had been showing us one of the most expensive ones which I wouldn't have even considered if there wasn't a trial period. I mentioned the 30 days multiple times and she reassured my wife and I that if we didn't like the mattress we could get our money back in 30 days. Yeah, that was not true. We didn't like the mattress after getting it. It was $3600 on sale after taxes. I called to see about returning it and was told no returns. I was then told I could exchange it for something more expensive or equal value and pay the difference. I told the person that is not what I was told.

Absolutely do not buy from Ashley. I expressed my concerns with the agent at the store, in person over my previous experience with Ashley. Lo and behold, I had 2 pieces delivered. One was fine, the other was damaged. I had the damaged one returned but kept the good one - because why not? I expected to get the second one inside of a week and even got a text confirming that. Then I had a new text saying it would be another week. So I have half a living room set, which means I still have the old set taking up room in another room, waiting on this cheap furniture to possibly be delivered bad in 2 more weeks. Avoid this company at all costs. We have purchased twice and been extremely dissatisfied twice. And now that I accepted one piece, I cannot return it. Absolutely wild.

Received defective new furniture. Contacted the store, they refer me to file a claim online. Did so with the promise someone will get back to me in 5 days. Did not happened, waited 10 days and then I had to call. Still no resolution. they promised parts will be delivered, 2 month and still waiting

CHECK THEIR BBB COMPLAINTS AND TRUSTPILOT. If I could give zero stars, I would. Ashley Furniture is hands down the worst experience I have ever had with a retailer. Their furniture is absolute garbage—cheaply made, flimsy, and falling apart within just a few months of normal use. It’s clear they don’t care about repeat customers because their entire business model relies on first-time buyers getting duped by their showroom displays, only to realize too late that they’ve purchased overpriced junk.

Overall I would not recommend Ashley furniture to anyone. The sales rep had NO CLUE what she was doing and sent me everything wrong and when I called to let them know they then wanted me to PURCHASE more stuff. Come get your crap and BYE.

Very disappointed. Bought a sofa, loveseat and chair. The delivery guys purposely hide defects. I had stains and 3 arm cushions for my sofa. The chair was too big for the space so I sent it back which clearly bothered them. Since then it’s been an issue trying to speak to a live human to get resolution. I feel I didn’t get the brand new sofa I purchased but a pieced together of a couple possible returned ones. Not sure how else you get the cushion configuration I received. They sent someone to clean the stains and ordered me the correct cushion (take it off another returned sofa possibly) but it’s not the sofa I paid for. Had the delivery guys not hid the cushion, I’d have sent back the entire set. The only people who call me are the ones asking if I’d like to replace the chair I returned. What do you think?! Of course not. Will not shop here again. Customer service is not their strength.

We purchased a leather recliner sectional from the Ashley Grapevine Store in mid January. Upon delivery there were two left arms to control the recliners vs a left and right. Advised to process an exchange. A week later get a call that the couch has been discontinued, can’t find the part anywhere, advised to call the store.. this is when the client service goes south. Eight phone calls and one month later nothing resolved … Salesperson was useless and Store Manager was annoyed I called him… Apparently not authorized to schedule a pickup of the furniture but no problem selling me a $1200 protection plan on a discontinued item. Escalation process was another waste of time so now disputing the charge - maybe I can charge them a storage fee? White Glove delivery service resulted in a scratched wooden floor - but at least they got back to me.

Ashley Furniture in Buford GA is bad store ever. No one deserve commission and they sold bad item and I been calling them for 100000 time. Never respond. Never help. They got money and pocket so they don’t wanna help. Bad service. I receive damage item and been calling them every day whole day. They moving me around and not giving any right answer. I am filing police report how they treating me and playing with me. I have all recording and all details. Never buy anything from Ashley. Ashley you're going out of business Buford one. Good luck for your bad service.

We purchased our couches in late January. They were delivered in early February. We have not even made our first payment!!!! Our sofa has completely busted! Hardware busted and wood busted from under the cushion. I called to file a claim and was told to call the store, I called the store and was told to do it online. Everyone keeps pushing the problem off on someone else. When I called the store it was a call center and the manager was being a ** about everything. When I tried to file the claim online they want to offer me a $170 gift card. ARE YOU SERIOUS!!??

Updated on 03/24/2025: We purchased a sofa sectional on February 12th, 2025, and the story declines from here. Three weeks later we set up delivery. The crew delivered it and when I came home that evening from work, the power recliner was not working. I immediately made a call. First, the salesman we purchased it from would not return my call. Second, when I got in touch with customer service they told me it would be a "warranty claim." So we are doing a warranty claim on a one day old couch I just had delivered that's defective? Long story short.. I have a log of every phone call I've made to Ashley. No one cares about your issue, no one returns you calls as they say they will. It's now March 24th.... over a month and this is still no resolved. First, they sent parts for a tech to replace the problematic issue.. They sent the wrong parts. Now.. they have photos, they have the serial number.

Ordered a couple lamps on Ashley Furniture's website, and I wasn't happy with the color. I called customer service to inquire about returning them, and was told I had to return them within 72 hours for a refund.... Even though I was shocked at the limited time to return them - mind you this was within a week of receiving them, I explained circumstances that didn't allow for that specific time span, and was told there were no exceptions period - WOW! Terrible customer service to not even make consideration on something that was beyond control.... just terrible!

10/10 Do NOT recommend! I purchased a couch 2 years ago as well as an additional 5 yr warranty from the Flint Michigan location. The finish on the headrests of the couch are now wearing off. I contacted the warranty company "Montage" & they inform me that this is not covered as it isn't accidental damage--unbelievable! They then graciously pushed me off on the store to try and get some resolution. After several conversations with the warranty company and the store they both just point fingers back & forth at each other & refuse to take care of the issue.

Paid over 3,000.00 and still have not received my purchase. I would not recommend to anyone. I was told I would get my stuff in one week. It is a month and guess what STILL NOTHING. I am beyond angry.

Terrible service, I purchased a new couch less than a year ago with a warranty. The couch needed repair within 6 months and needs repair for the same part again. Ashley will not replace the couch, only keep repairing it. I am sorry I purchased a warranty. You do not not get any say on replacement. I will never buy from Ashley again. Don't waste your money with them.

The day of my delivery I was informed by phone that I would only receive half my order. When my order arrived I was also informed that the legs to my sofa were not on the truck. One simple delivery turned into 4 separate deliveries that I had to take off work for. Also when I called the store the customer service lady threatened me. I filed a formal complaint but I know nothing will happen. It has literally been 3 weeks of total stress. Not worth your money or your sanity.

Buyer Beware! Don't buy here!!! Save yourself time, money and high stress! This company does not care a damn about its customers and is not available!!! No customer service. Cannot reach a supervisor, and they don't care. Called several times, spent 2.5 hrs on calls. Tried calling the store, cannot reach anyone. The purchase was not cheap $360. Came in 2 separate shipments on different days. Already past the 72 hrs of return policy. Will never buy from them again. very stressful, time consuming and no one cares a damn!!! And, the same product being sold for $100 less elsewhere. I was told I am unable to return to the store since I purchased online. That someone would get back to me in 3-5 business days. Still waiting. Feel stuck and ripped off. Worst company ever to do business with.

This is a horror story. We purchased a TV stand from Ashley Homestore. The delivery guy from Ashley asked us for $120 to install the TV stand and we agreed on it, even we think it's too much. There was a broken piece in the middle of the TV stand and the guy tried to hide from me. Instead, he used some paint and a tape to cover it and think I will never find out. Besides that, he did a terrible job, the cabinet door wasn't straight and the back piece of the wood wasn't lined up. I found out the problems after he walked away with my $120.

Worst customer service I have ever seen. Tv stand arrived five weeks after ordering (was supposed to be two weeks) with delivery rescheduled and it was damaged. Gouge out of the side and scratched all over the top, no shelving supports included. Called customer service where I submitted a claim, was supposed to be called within 72 hours…. No response. I call four days later and they say the previous person didn’t file my claim correctly. Filed claim again. I asked for a discount and was told no, one girl actually yelled at me and hung up. Called back and talked to supervisor who initiated an exchange. Exchange scheduled for 11-3, drivers showed up at 3:40, no English and smelled so bad like smoke my entire living room stunk so bad. Emailed customer service about how they were late and received no response at all. Never buying furniture there again. They don’t care at all about customer service.

We purchased leather loveseat and sofa and upon delivery there was a hole in the back of the sofa. It took 4 calls and finally going back to the store and dealing with my salesperson for an hour to get it resolved. We purchased the extended warranty, they had no idea who I was, so wouldn't help me. So getting in the salesperson's face was the only way and they decided to just send me a new sofa. (Cool). After 1 1/2 years the cushions are sinking, even with alternating where we sit. So I called the warranty place (Extend Protect). I sent them all the problem info along with pictures and they DENIED my claim. I PAID FOR THINGS LIKE THIS TO BE TAKEN CARE OF, and they denied it. I will NEVER buy from here again. WARNING their extended warranty is USELESS.

Super bad experience with return. The sofa came in defective. It was a power recliner and won't close. They said they would have to send a technician to fix it which was like 20 days after the delivery and the ticket was raised the same day as on delivery. It's still sitting as-is. DO NOT buy any furniture from them. You would be on calls forever with no action.

I recently had a profoundly disappointing experience with Ashley Furniture. We paid approximately $9,000 for what turned out to be a defective product. The sectional piece we received had a noticeable size discrepancy, with the left section being cut shorter than the opposite side. Despite their technician's efforts to fill in the gap, it was clear that this issue could not be fixed, as the pieces were fundamentally mismatched. What’s more troubling is the complete lack of transparency and communication from the company. The technician acknowledged the problem but reported otherwise, leaving us in the dark and frustrated. We've been bounced between different technicians and representatives, each time receiving false assurances that the issue would be resolved.

We purchased an outdoor sofa set and it’s falling apart after 2 years, the plan we purchased is for 5 years and they are denying the claim without even looking at the damage! I’m getting the run around when I asked to cancel the plan and reimburse me for the amount paid! Never buy from this company!! They are 💯 a scam!!!

Hi I had a very frustrating experience today. I purchased a couch and love seat and a coffee table with Ashley Furniture agent over the phone. I was made aware that if I don’t like the product as long as I return it to the delivery drivers right away my card will be given a full refund. So today when the delivery came I did not like the sofa set and told them, "Take it back and make sure I don’t get charged for this delivery since I am returning it right away."

Hard to believe this big fat Corporation would not make an exchange. THE salesperson told me the item was black due to no floor display. It arrived Brown and I complained with customer service and they were too lazy to call the store and find out that I was telling the truth. Was told I signed for it so I am stuck with it. Was willing to exchange for a lower priced item with no money refunded. Corporate could give a damn about personal service. I'm 70 years old and couldn't see it was brown until the truck left. Policy says once accepted no returns. Never addresses exchanges. Will never shop here nor will any of my friends or family. All humans were like robots who could just mimic their policy which only addresses returns not exchanges. Even if their own fault.

Complete garbage. They used a broken piece of wood to build this couch (check my pictures). They put a bunch of staples in broken wood instead of using a new piece of wood. We haven’t even finished paying this couch off yet and it’s going in the garbage tomorrow. Shame on you Ashley, for selling this trash to the public. You don’t even deserve 1 star. Negative 10 stars. Buyers beware.

My husband & I purchased a dresser & two nightstands, along with a desk for his office. $3,000.00 later the dresser smells disgusting and making me sick, and a $750.00 desk we purchased a drawer does not go in. I called three times, and I was told since I picked furniture up, I had no recourse. Are you kidding me!!!! I could see if time went by, however, the drawer would not go in the desk. They stated it would cost me$150.00 to have someone come out. As far as my bedroom set, still no answer and my chest hurts I am getting dizzy. I wonder what they are going to do when I go to the Dr. on Monday and we file a lawsuit.

We bought a sofa & loveseat with recliners from Ashley. Several weeks later we notified them that the cushions on the sofa was sinking in. They sent a repairman & he ordered new cushions. When he came over to install them it seemed he really didn't know how to replace them. So he began to rip the underlining off the first recliner. It took him about 1 1/2 hours to replace the first cushion. Note the underlining was tacked back but it was attached crappy. The second recliner took him no time. The repairman did state the couch was defected & if the new cushions didn't work, we would get a new sofa.

We bought a $1900 Purple mattress and $120 mattress cover from them less than a year ago, reading their reviews saying that it was an excellent mattress. I have had several back procedures and have back pain so was looking for relief. Well, the Purple mattress is NOT the mattress that they highly recommended. It is defective. We kept thinking it was just my back but it wasn’t, it’s the mattress. You can’t see any defects from the outside, but you can feel and tell from the inside. They had us do a measurement of a divot, but you can’t measure one because you can only feel yourself roll to the middle of the bed. We roll from the outside of the bed to the middle of a king size bed. We have explained this to Ashley Furniture and they will DO NOTHING to compensate us for our useless mattress!!

Horrible communication and service. Let me buy a chair that was discontinued and when the time came just threw what they had in my house and did not give me the chairs I paid for. Terrible terrible customer service. Do better.

ALL AROUND TERRIBLE EXPERIENCE & POOR QUALITY!!! Ashley sold me furniture they claimed to have in stock but they didn’t. It took 2 months to arrive and when it did arrive, pieces were broken, chipped, and cracked. They sent replacements 2 additional times and the items we all damaged. Customer service has been awful; very likely you have to be put on hold or wait in a queued line. Also, delivery men rush putting my items together and handle my items carelessly. DON’T RECOMMEND PURCHASING FROM ASHLEY AT ALL!!!

Worst customer service ever. I called six times and had five different customer service agents blatantly lie to me about the status of my order. Finally, the sixth time I had to speak to a manager, who finally told me honestly what happened with my order. I waited an entire month to get the truth. I would never ever order anything from these people again, their furniture is the worst quality and their customer service is even worse than their furniture quality.

We walked in and found a bedroom set we liked. We looked around at different places and decided to buy the set from Ashley. The purchasing process was fine. We were given a date when it would be delivered. I took the day off and then two days before delivery we were called and told not everything was going to be in so they changed the date of delivery. The customer service people were very rude. When the set was delivered the delivery people were very polite and took great care setting it up. The sides of the bed frame were damaged so they couldn’t set it up.

Never ever buy from this company!! The sales people are liars and the sales managers are unhelpful and unresponsive. You call after they give you their work numbers and never return the call or pick up. Then you go up there to the store to speak with them because there is a problem and they tell you to call customer service! What!?! I am up here because your salesperson made a huge error that effects what I bought, it came unassembled and I wanted and specifically asked for assembled furniture. You are claiming the salesperson made a huge error and you are giving me numbers to call!?! Ok so I call the numbers, they have no idea what I am talking about because they can not find my order number in the system.

I purchased a complete bedroom set from Ashley on November 30, 2024. I had an issue with the dresser, chest, and one of the nightstands. However, my biggest issue is the nightstand. Both of the drawers on one of the nightstands are off track. The glides are defective. I contacted Ashley Furniture and they gave me the run around for about a week. Finally, after a week and a half, I was given instructions on how to submit a claim. Instead of replacing them they sent the items for repair and told me to contact them after I received the package. It took about a week and I received the items.

No one has ever had a good exp here. They tried to not bring a mattress up the stairs because it was frozen and could not be bent at all. They told my handicap father that in a hour it will be thawed but they can't wait, they are too busy. They then tried to take the old bed, and just leave my dad with nowhere to sleep. It was insane.