Ashley Furniture Industries Reviews 1,121

I wish I could rate Ashley with a zero. I purchased a sofa, chair and a half, and ottoman on 7/12/2025, paying in full. It was delivered on 7/30/2025 and was defective/broken. I contacted Ashley Furniture on 7/31/2025 about the defective furniture. The furniture I received is not what I purchased in the store; it is defective and broken. Buyers Beware, this is the poorest quality furniture I have ever purchased. The seats pillows go flat and protrude at least 3 inches from the frame which makes the seats fold into the bend of your knees. Two of back pillows are under stuff and one is overstuffed, poor stitching on both sofa and chair, the chair has a nail the sticks up right under the material which of fallen on would cause bodily harm. I am afraid for my great grand kids to come over and I have requested my money back because Ashley has breach my contract the As of 11/16/2025, they still have not picked up their defective furniture. There were no posted signs that say all sales are final,there are not posted signs saying buy at your own risk that you can't return it which they should they should tell you of the low quality products they sell . I paid in full thinking I'm I was getting good quality furniture and they deliver broken/defective furniture and that no matter if the furniture is defective I can't get my money back they force you into my a repair I didn't buy used/ broken furniture they will not honor my contact. Don't believe the hype commercials making you think they have great affordable furniture . Bait and switch. Ashley furniture is the worst mistake of my life research Ashley before you purchase, their customer service is horrible. Run Run Run

This is in regards to the Ashley Store in Albuquerque, NM. This store has the worst customer service than any company I have ever dealt with. I ordered a chair back in October and they have failed to deliver it three weekends in a row now. I have tried to cancel it numerous times because they won't deliver and they keep giving me the run around. At this point, I just want to get my money back and they are fighting giving me a refund and are holding my money, while it earns them interest for their company and I get no product. They were supposed to have delivered it today, and I got a call from their Rotary Robot system saying they need to reschedule a fourth time. When I called them back, they said the chair is not in their warehouse and they don't have the chair. They said it wasn't in stock. The store in Albuquerque will not pick up their phone and I get forwarded to their rotary system every time I try to call. I had to drive up to the store this morning to talk to the manager. There were at least six sales people standing around the front doing nothing when I walked in, and when I talked to the manager, he just said it shows the delivery is pushed out to another week and they have the chair in stock and he would have someone call me. Lies. I've called my bank and filed a fraud claim. I should have read their reviews online before I walked in the store. Please beware before you do business with this company. They will keep your money and not deliver the furniture you purchase!

Ordered a couch and delivery and everything went smooth. As far as the entertainment center I ordered the week after has been awful. They came to deliver and the entertainment center was broken, refused delivery and they said we can have another one delivered in a week and a half, come that week and a half later they texted “unforeseen circumstances have occurred” next day they say it can be delivered in a week. So you mean to tell me 1.5 weeks ago you didn’t order my furniture after you tried to deliver it broken? It should not take almost a month for me to receive a piece of furniture when the website says it’s in stock and can be delivered in a week. After you tried to deliver a broken piece of furniture you should be following customer service guidelines and make it right. Not oh we will get you that piece of furniture 3 weeks after you ordered it because we forgot to order it when your refused delivery came back over a week ago.

Our living room and dining room furniture was delivered on time by two men who could not speak English. As it turned out the DR table and chairs were too large for our dining area. We refused delivery, as we were told was our right, but the men refused to take it back. I don't know if it was due to poor training or the fact they didn't understand English enough to know what was going on. We called immediately (Saturday afternoon) and explained the situation and to arrange for pick-up. Ever since then (now five days later) I feel like the victim of a scam because, after multiple phone calls and texts we keep getting a runaround, or a next step to do. I just received yet another email demanding pictures so we can, and I quote, "receive a follow-up email next steps." Meanwhile WE HAVE NO PLACE TO EAT except on trays in our LR because we're NOT going to risk damaging furniture we don't plan on keeping. Totally disgusted with our experience and I will post this same review wherever I can.

We ordered a bed over 2 weeks ago. They told us one week. The sales associate was nice enough, but I will never go here again when we called all they told us was that it hadn't shipped yet.

BE WARNED!!!

Recently I purchased table and Stools that are supposed to be NEW ITEMS I paid full price for them NOT Assemble, but I just to received this items Halfway assemble in different boxes from other furniture, and missing hardware even to complete the assembly process, I contact customer service let them clearly know that this items look like flor models i send them pictures and ask them to change them but,,,they ask to wait for the case to be review, and then come back to me that everything is within the manufacturer guidelines Even with no hardware.
Today one more call ask them to pick up the items they decided to send me the hardware no exchange.they do not listen to the problem one month after I still have no table only 2 used stools because the table was send all broken IN PIECES not even just scratch or something, I was lead to believe Im paying for good furniture ..THE reality DON'T buy here..the people at the store may be nice but the customer service is miserable... even Ikea is better than this .......

I ordered a chair and ottoman. The chair was delivered, on 10/28/2025, no ottoman. Delivery people said it hadn't been shipped and rescheduled for 11/18/2025 Then they rescheduled again for 11/8/2025. It was not delivered even though I have text and email asking me for confirmation of the delivery and my confirmation. I do not want the chair without the ottoman. They have now rescheduled again. for 11/28/2025. Their communication is terrible and their lack of concern over not keeping their end of the purchase is ridiculous. DO NOT buy from Ashley Furniture.

FURNITURE SHOPPERS BEWARE. DONT'T PAY WITH CASH OR CHECK. Your credit card is your only recourse for protection.
Delivery is beyond terrible. Received and Email stating my item was delivered which never happened.
Customer service is a joke. They could never give me answers about my missed delivery.
Getting a refund for their mistake took weeks. Then they tried to charge for that delivery. My original refund was less the $222.59 delivery charge. I had to take additional measures with my credit card to get my $222.59 refunded which took an additional 2 weeks.
I am a senior citizen and have never experienced such negligence in all my years of purchasing furniture or anything else.
DO YOUR SELF A FAVOR. CHECK REVIEWS ON OTHER SITES. I WISH I WOULD HAVE. IT COULD HAVE SAVED A LOT OF GRIEF.
ZERO STARS IS ALL I GIVE.

I was given a card by a store rep without a phone # on it. So I went online got the store # and never got through to anyone at the store even though the AI asked if I wanted to speak with someone at the location I was interested in.......USELESS CS AS WELL. THEY COULD BARELY SPEAK ENGLISH!!! Worst CS I've ever dealt with...they just lost a sale due to the inadequate customer care.

I purchased Ashley Furniture Online from Coleman Furniture. Which is owned by Renegade Furniture Group, Home Gallery Stores, Furniture ETC and TOV Furniture. I am writing to you directly regarding a severely unsatisfactory experience with my recent purchase, Order # 6370223. I chose Coleman Furniture based on their company's online promise that items are "inspected by hand before being sent out, minimizing damaged furniture and meeting expectations," a commitment that has clearly not been met in this instance.

-On April 2, 2025, I purchased the "Man Den" power recliner sofa and loveseat by ASHLEY FURNITURE, including the 5-year extended warranty, not covered by the Manufacturer’s Poor Quality Junk.

-April 30, 2025 – the items were delivered.

-May 4, 2025, I reported significant manufacturer’s damages and defects, specifically:
+The recliner's wireless charger is overheating and charging slowly.
+Note: Ashley Furniture had a major recall for units catching fire…so this is a major red flag.
+I discovered cuts on a leather and a sharp metal component inside the couch almost poking out.
+The leather is peeling off. This wasn’t even real leather as you advertised. This is Bonded Leather.

-May 5, 2025, the warranty process was initiated. I was advised by your customer representative to call and pay a technician $125.00 for an initial allocation, with the promise of reimbursement. The technician subsequently informed me that he is unable to provide a quote or repair until all the necessary materials are on hand. This repair process has now 7 months, and I still do not have all the materials.
***Important Note***
I did not buy new furniture, so they can deliver Broken/Damaged Furniture and force me to Pay to have it Repaired! I get that they are most likely doing what Ashley Furniture and Todd Wanek wants Coleman furniture to do. I think you need to do your own research about the Ashley Brand! Your eyes will open up, you’ll see just the poor quality junk and broken furniture they deliver to customers every day. This is their scam and their forcing it upon you.

Coleman Furniture continues to refuse to repair my furniture. You refuse to replace and refuse to do anything to honor our Sales Agreement and our warranty. This is Fraudulent Business Practices and this is a Malicious Act. You sell me on a Warranty Service that is meant to cover the furniture for 1 year, included in the purchase. You take my money yet refuse to honor your Warranty. This is a Breach of our Sales Contract and Fraudulent Business Practice.

Crimes and Fraud against consumers are Criminal in nature! You may have thought that I was going to be a push over because I’m a Female, but you’re wrong. Yes, I got frustrated and almost gave up my fight, but I am renewed and refreshed and this time will take it all the way to the top and won’t quit. If I must, I will create Social Media Accounts to show Consumers the Truth about Coleman Furniture, Renegade Furniture Group, TOV Furniture and ASHLEY FURNITURE, Social Media is Powerful. How many sales will you lose? The real question is, how many of those customers will spend money somewhere else? How many $3,000 orders will you lose? How many $7,000 orders will you lose or how many $25,000 orders will be purchased somewhere else?

You failed me! You failed our Sales Agreement! You failed the Warranty you sold me! I have since learned that the Federal Trade Commission has a Federal Lemon Law, known as the Magnusom-Moss Warranty Act, which covers all new products purchased over $15. I’m sure you are aware of law.
The law (Magnusom-Moss Warranty Act)
The Uniform Commercial Code, fully adopted by most states, stipulates that most new consumer products come not only with an express warranty, but also with a so-called implied warranty of merchantability. That is an automatic, unwritten promise that your purchase will perform as commonly expected, including that it will last a reasonable amount of time given the nature of the item. In most states, implied warranties are in effect for four years, although that doesn't necessarily mean a product must last that long. Implied warranties apply to retailers and manufacturers and may be broader than an express warranty.
If you have a problem with a product that you think is the result of an inherent defect, let the manufacturer or retailer (preferably a supervisor) know that you'll take its failure to resolve your complaint as a breach of the implied warranty and breach of contract. If you don't get satisfaction, you may be able to assert your rights through a credit-card chargeback. If that doesn't work, send a letter threatening legal action. You might need to file a small-claims-court action or consult a lawyer.

Ordered a product that ended up being defective and impossible to assemble… cheap hardware and ILL-FITTING pieces. I was told to dispose of it because a new product would be sent AND a full refund issued in the interest of “taking care of our customers” and honoring our pledge to them. The first agent disappeared. The second agent basically told me that no one in their Company would say such a thing. His comments following that suggested that maybe I made the story up. The next two agents stuck to their story and offered me a $50 discount on my NEXT purchase. Imagine that. [We sold you a lousy piece of furniture Now, we’ll give you a discount to buy another.] Need I say more?

I’m extremely disappointed with my experience with Ashley Furniture and their protection plan.

A couple of years ago, I purchased a sectional couch along with the Platinum Protection Plan. A few months ago, the frame on the chaise section broke. The insurance company initially did the right thing and issued a store credit so I could replace that section.

However, when the replacement chaise arrived, it was completely mismatched — it sits about 4 inches higher than the rest of the sectional. The delivery team told me it was just the new cushions that needed time to break in, but after further inspection, I discovered the entire frame design had changed.

Since then, I’ve spent months being bounced between Ashley Furniture and the insurance company, each blaming the other. Ashley says it’s the insurer’s responsibility, and the insurer says it’s Ashley’s problem. Meanwhile, I’m stuck with a mismatched couch and no resolution.

I’ve called, visited the store, and emailed multiple times with no accountability from either side. For the money I spent, I expected much better service and product support.

Warning to future customers: Ashley Furniture does not stand behind their products or their warranty partners. Once you buy, you’re on your own.

Ordered an outdoor sofa online from Ashley Furniture on August 3, 2025. The sofa was delivered on time on August 21st, 2025 but when I opened the box I could tell the sofa had been used and was returned by a previous customer. The thread for the bolts to attach the arms were stiped out. I called customer service the very next day. It's hard to speak with someone who you can hardly understand. Obviously you are talking to someone over seas. I was told I could exchange the sofa for a new one. A few days later I get an email that my order has been cancelled. I had to call customer service to find out why. The sofa was no longer available. I have been trying to get Ashley to pick up the damaged outdoor sofa and get a credit back to my credit card. 20 calls later and still can't get an answer. The response by Ashley is "the return is under review". I don't think I will ever get this resolved. STAY AWAY FROM ASHLEY FURNTIURE. THEY ARE DISHONEST COMPANY!!!! I am out over $1600 for a outdoor sofa that I can not use!!!

Cathy at Ashley Furniture online provided exceptional assistance in resolving an issue with my new chest. While I loved the chest I received, the initial front panel was misaligned, and the replacement panels sent out didn't fix the problem. Upon notifying Cathy, she quickly took action and resolved the issue, making the entire experience seamless and stress-free.

I recently had a very disappointing experience with Ashley Furniture that I feel compelled to share. Initially, I purchased a couch and was excited about my choice. However, I quickly discovered that the pillows contained feathers, which I was not informed about at the time of purchase. This oversight was frustrating, as I prefer synthetic filling and would have never chosen this couch had I known.To make matters worse, after raising this issue, I was sent a replacement couch, but it was the wrong model. I had to scramble to find another replacement from a limited inventory, which added to my frustration. To compound the situation, the store manager was unavailable for four months, leaving me without proper support during this time.At this point, I'm left feeling dissatisfied and would like nothing more than to have my original couch returned to me. The entire experience has been incredibly disappointing, and I'd hoped for better service and communication from Ashley Furniture.I hope this review helps others consider their options and encourages the company to improve its customer service.Sincerely,

I ordered a 5 drawer dresser on9-9-25 and they said I would get it the 22 nd and then they said 26th and i went on the 26th and they said two more weeks im frustrated i asked for money back they said 4 to 6 weeks I paid cash i think I should get my cash back not a check

Do not shop online and Beware if you are trying to return an item. Called to advise that I found a bed frame elsewhere before any shipping info was given, they shipped it anyway. When speaking with customer service on a Friday they advised Fed ex would pick it up by Wednesday, and nothing. I then called back and just told them to send me the label and I’ll drop it off. Guess what… I was turned away at two fed ex locations because they don’t take overside packages. Called again to escalate this because I’m done with the packages and shoddy customer service. They assure me it will get escalated, call again after the weekend and nothing has been done. The customer service Rep ELLA had a bad attitude when I wanted to speak with a supervisor and was talking over me and just left me on hold, she should not be in this line of work, especially with frustrated PAYING customers, because I did keep other items from my order. She said I could not speak with a supervisor, so funny, I’m sure she’s not her own boss. Horrible busines, go to Bobs. 0 stars would be a much better rating.

Actually, one star is too high. After weeks of researching a sectional, I finally ordered from Ashley. They set a delivery date on 9/23/25, 9:45am-12:45pm. I arranged to have someone at the home for the delivery. I received a message at 9:08am saying the driver was at the home. Then I received a message at 9:22am saying they could not complete the delivery. My cameras showed that no one had come to the house and the person at the house verified no one had arrived. I contacted Ashley. It turns out the item is on back order. It was never even on the truck. It was not even at the warehouse. My old furniture had been removed in preparation for the arrival of this new sectional. Ashley sold an item they did not even have, scheduled a delivery date for this imaginary furniture, notified me that the driver had arrived, claimed that the delivery could not be completed and that the driver had left, all the while knowing that the driver never had the item on the truck, that they did not even have the item in their warehouse, that the driver had never gone to my house, and that the item is not even available. I found it unacceptable and very unprofessional. Someone waited at the house based on the delivery date Ashley established and the messages they sent claiming to have even attempted to have delivered the sectional were complete lies. There is documentation to support every word of this review. I can say that I will never again even consider this company for anything and would not recommend them to anyone.

I ordered nearly $1800 worth --- 2 huge swivel chairs & ottoman in TURQUOISE which few furniture stores have --- to decorate my living room. I've hunted for months, finally found online at Ashley's. Not available anywhere-had to special order which I did on August 6, 2025. Delivery estimate was mid-September, nearly 45 days later. I was willing to wait- I WANTED it! Days passed, no info available on order at Ashley's online so got pretty excited when Sept. 15 approached! Turns out ASHLEY CANCELLED My order Sept 9!!! I called Ashley's online #- the clerk had no information & said she could not access the order so she transferred me to Local Store in Ardmore, OK. Lady's name is Michelle. She claims Ashley's tried to reach me 3 times by email: Aug 9, Aug 15 & Aug 22. Told her no such emails rec'd here & asked for PROOF of their attempt to contact me. Michelle said she would send proof to me but NONE REC'D! Asked why no attempt at CALLING me since they had my phone number on the order. She did not know- just said they "USE EMAIL". Asked why again, since my order "due" Mid-Sept they would have tried to reach me so far ahead of time. She still denied knowledge of why & said there's nothing she can do about the cancellation. I hung up VERY ANGRY since my hopes & desires were totally disregarded by this merchant. No solution & no attempt was made by anyone at Ashley's to attempt resolution of my dissatisfaction! DON"T SHOP AT ASHLEY'S!

Want to post my story relating to this store so others have some knowledge going into their experience here. It's a long one but please do read.

My girlfriend and I have needed a new couch for our place for a while. We looked for a while and ended up here, and low and behold we found a great mattress on sale. Our salesperson, Carl, was very nice, gave us space, gave us information, and we decided to go with the couch. It took us nearly an hour to decide but we go there.

He told us about the white glove service which included assembly of the furniture and offered us a warranty. These were the only two items presented to us.

We went with the white glove delivery but declined the warranty. We were assured it would be assembled in our apartment since we said the hallway to our place was thin and assembly was necessary. Carl assured us this was fine. We paid and scheduled delivery for 2 weeks out. No problem.

Well we get to delivery day and the delivery drivers bring our couch to the door already fully assembled (this was not mentioned to us in any way that it came pre-assembled).

They try for like 5 minutes to get it through the door, then took pictures and gave up. They handed us off to the customer service line where we said it shouldn't have come pre assembled since we paid for delivery which included assembly.

They then told us that the only assembly included (which was never mentioned by our sales person) was the pillows being put on the couch (YES THEY THINK THAT IS ASSEMBLY) and putting the feet on. They then told us it would cost another $180 dollars (for a $700 couch) for "breakdown" service, where they take it back, disassemble the product (it shouldn't have come assembled), then bring it another day.

We told them we weren't declining service, rather they were bait and switching us and we demanded they bring it back disassembled as that is what we already paid for.

We contacted the BBB for a follow up and the representative who responded said we were in fact offered the 180 dollar service in the first place from our sales rep (which we never were, again, we were offered white glove delivery and a warranty for 160, not 180). This is a straight up lie. They also tried to say we cancelled the delivery, which we never did, so again a lie (that's 2).

As of now they still have our money, the couch, and a declined delivery they said we made but never did. If we did cancel the service we shoudl have been refunded.

As of now they have not provided one service, nor the product we purchased for after withholding information from us and claiming they have offered services which they did not do until after the failed delivery where they did not properly explain assembly for that specific piece we purchased.

This store and company should be ashamed of themselves and buyers must beware. Do not fall for their bait and switch tactics. Please take your money and time elsewhere as they will waste both.