Ashley Furniture Industries Reviews 1,121

UPDATE: TWO WEEKS LATER Received $1100.....we spent $2182. This is absolutely unacceptable!! The store blocked my number from calling, but was able to call from work no issues?? I have filed a complaint with the BBB! I have also contacted two TV news stations to do a story!! I want the remaining amount!!!!

.....I was so excited to purchase the Maggie sofa and ottoman and another rocker/recliner. The items were delivered to our condo on a Thursday and the two delivery guys absolutely refused to even attempt to get them up the outer stairway. They stood the sofa up on it's END and said, "See, it won't fit". My husband even tried to tell them if they turn it on the side, it would fit and he even offered to help. They got agitated and again said, "It won't fit".

We were furious and told them to just put them back on the truck and return to the store. The next morning, we went to the Clearwater Florida store to complain. All they offered was a replacement sofa and to try again. We were upset at that point and just asked for a refund of the total amount. They told us we'd have to call customer service which I did. And guess what....they said we'd have to wait 7-1o days for a refund.

UNNACCEPTABLE!!!!! We are still without living room furniture as we wait for a refund so we can go somewhere else to purchase. Never again!!!! Day 10 still no refund.

This review is based on my experience with the Fairfax Ashley Store.

Extremely disappointed with my experience at Ashley Furniture. The entire process was filled with poor communication and unacceptable customer service.

The administrative office made an error and refunded the wrong credit card. When we brought this to the attention of Deka, the manager on duty, she did absolutely nothing — no apology, no acknowledgment, no effort to correct the mistake. Completely dismissive and unprofessional. She actually laughed when we mentioned the issue.

On top of that, the delivery coordination was a mess. After the store emailed us to schedule delivery, we promptly replied on May 27. Despite sending three follow-up emails, we received zero updates until I finally had to call the customer care line on June 9. To make matters worse, once I finally reached someone, they pushed the delivery date even further out.

This has been one of the most frustrating and poorly handled customer experiences I've had. I will absolutely not be returning to Ashley Furniture and strongly caution others.

The only bright light of the experience was Asha - she listened to our needs when we were exploring which couches we were considering and was patient and pleasant.

all was good until the leather headrest developed a 3 inch tear of course it was out of warranty by 2 months . Ashley just blew me off. Buyer beware! Apparently poor quality material. Their recliner was made in USA I was told. This was a lie as when I looked for the serial # for a claim it was made in Vietnam. I guess Ashley arte shameless in several ways.

In December 2024, I purchased a sleeper sofa from Ashley Furniture. On May 9, 2025, my girlfriend suffered a cut on her leg caused by exposed metal in the sofa’s pullout frame—sharp enough to slice a tomato, which we demonstrated on video.

We discovered multiple exposed edges throughout the product, posing a serious safety hazard—especially to children or pets.

Despite providing photo/video documentation and months of communication, Ashley Furniture only offered $500 and denied any responsibility. Their product caused a real injury. They refused to treat this like a valid product liability issue and instead tried to quietly close the matter through insurance.

We’ve filed a safety report with the Consumer Product Safety Commission, documented this with the Better Business Bureau, and are now pursuing legal and public action.

Full evidence (photos & video) upon request.

Consumers deserve safe products and accountability—not deflection.

One of the worst customer service experiences in my life. Even after confronting the manager at the Tempe AZ store, they just blame other departments and can care less how the customer is treated. Do not buy from this poorly run company.

Extensive showroom.Helpful associates and great delivery service on the date promised..Cannot ask for more..

Great Sales Experience, But Everything After Was a Nightmare

I want to start by giving credit where it’s due — William Williams, the salesperson who helped me, was fantastic. He was professional, helpful, and made the buying experience feel smooth and positive.

Unfortunately, everything that followed has been an absolute nightmare. After spending nearly $14,000 on furniture from Ashley Furniture, the service I’ve received has been beyond disappointing.

About a week before the scheduled delivery, I got a call informing me that one of the beds wouldn’t be delivered on time — it would arrive a week later than originally promised. Then came the initial delivery, which was a mess:
• The delivery crew had to be reminded multiple times to assemble the items, remove the packaging, and take away a defective chair — which they repeatedly tried to leave behind, suggesting I have a tech come fix it instead of taking it back.
• They damaged my wall, leaving a visible hole and a sizable gash underneath.
• I reported the damage right away and was told someone would follow up. I received emails from both Ashley Furniture and the delivery company, but no one has responded to any of my replies.

Today, I received a call from the owner of the delivery company, who told me she’d just “send over a guy she knows” to patch the wall. When I said I’d rather use my own contractor, she offered to “Zelle me some money” to go toward the repair — incredibly unprofessional and not at all reassuring.

To make matters worse, my second delivery has now been delayed again, and I’m still sleeping on a brand-new mattress on the floor because of it. I was told today that all sales are final unless the items are damaged, so even if I wanted to return everything out of sheer frustration, I’m stuck.

For such a large purchase, the customer service and follow-through have been unacceptable. Ashley Furniture’s “back office” keeps promising to review things, and then I hear nothing. This has been one of the most frustrating and unprofessional experiences I’ve ever had.

Buyers beware — the service ends the moment you swipe your card.

Bought a Signature recliner. Didn’t work properly from day 1. Nothing like coming in and collapsing in a chair that that you just bought and it refuses to work correctly 90% of the time.

Absolutely appalling experience with Ashley Furniture – avoid at all costs.

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

I reached out on June 1, 2025, to begin a warranty claim and was immediately bounced back and forth between Ashley Furniture and ProtectAll. I followed up again on June 2 and June 3, during business hours, and still couldn’t get a straight answer from either party aside from "we made note and someone will call you back." But no word over WHO was responsible. On June 11, Ashley informed me it would take over six weeks just to get the part needed for repair and another month after that to schedule a technician. A 10+ week delay is absolutely unacceptable for a couch under warranty.

On June 12, I contacted the Toms River location directly, and while I was told a regional manager would contact me over the weekend, what I got instead was a call on June 13 from a rude customer service supervisor telling me Ashley Furniture no longer wants to work with me regarding this issue—despite the warranty still being active and the defect clearly falling under its terms.

This company has shown zero accountability, offers horrendous customer service, and refuses to honor their warranty. I’ve since filed a formal complaint with the Better Business Bureau and am pursuing further action.

I paid good money for what I was told would be a “worry-free” piece of furniture, and instead I’m left with a non-functional and unsafe couch and no support. Buyer beware

Sell the bad furniture as well as fraud protection company.

Do not trust this store, I have been just scammed. As expected Ashley again sent me a damaged and defective dining room set. This is 2nd time I see the damaged set. First on 28th May they have brought Rencott dining set which was damaged, immediately I have asked them to take it back and bring in a new set. I have dropped a review regarding the same. But to my surprise I have got a reply from the store owner stating that I have placed an order for a clearance item and they do have different policies for delivering clearance items, I was shocked to see that review. Nowhere I have placed an order for a clearance item. I HAVE ORDERED A BRAND NEW RENCOTT EXTENDABLE DINING ROOM SET WITH 8 CHAIRS AND A BENCH. Today it's 7th June and they bought a dining table set which was again damaged and ripped off set. Same mistake was repeated twice. Our valuable time, money and patience went in vain. We just feel like we got cheated. We clearly know the difference between a brand new item and a floor piece or clearance items. I have spent $2000 on this table set. Why do I need to accept an apology for the mistake which we were nowhere part of and the same mistake which was repeated twice. Ms Katrina contacted us and she stated saying on a courtesy note we can again exchange with new item. What if the new product does go beyond and above $2000. Will they take responsibility for paying off everything? Will they bring back the precious time I have already spent on deciding to buy this dining set?

This place is a bunch of Con artists. Once you purchase something, you are on your own!! The furniture is cheaply made junk!!

I have received absolutely HORRIBLE customer service. I placed my order with a virtual assistant and was informed the couch I wanted was not available. She suggested another couch and upon delivery not only was the couch damaged but it is not comparable to the original couch I wanted. I went to the store and was able to place the order for the couch I wanted. Now I have spent over 4 hours calling customer service and they will not except the return of the couch or refund. This is the worst customer service I have ever experienced in my life. If it were not for the virtual assistant being persistent that the couch wasn't available we wouldn't be in this situation.

My couch was a quick delivery, likely because it was on sale and the last on the floor. My lamps and a dresser were another story. 6 weeks for 2 lamps!!!!!! I cannot fathom who the hell Ashley uses for deliveries, but they must be completely inept. Not impressed at all although they are very nice lamps. If you can't deliver, what good are they!!??

Customer service sucks and parts missing. All the hardware is missing from the box and they will not give out new hardware. they said I signed a paper that I was accepting the box. The box was opened and damaged when I went to pick up because they kept delaying my delivery. So I picked it up myself. We asked about the opened, damaged box and they said everything was in it but when we got home the hardware was not there. I called and they were rude and said basically too bad, we are not going to help you. Now I cant even put my bed together and use it. I do not recommend buying anything from Ashley Furniture store, especially in Safford Arizona. i also find it ridiculous that they do not have a way to file an email complaint with management.

We bought two beds sets for our house - Lavington and Porter and set of coffee tables. Frankly speaking - the quality, design and appearance are very nice but everything else was absolute disaster.
1. We made an order in February, delivery date was designated in April and they did not gather full set of products by delivery date. Two month was not enough to collect 7 pieces at one place for delivery.
2. Even when they collected everything in one delivery they confused products and brought wrong set of coffee tables.
3. Finally I realised that nightstands for Porter set were too big for bedroom and wanted to replace them for smaller ones. Impossible because of strict 48 hours refund period. I was absent on site on delivery date and called Ashley 4 days later after delivery date. No chances. They declined any circumstances and their customer service is useless.

Result - Ashley lost us as a customers. For sure. Forever.

Eric completely changed my view on shopping for furniture. He was patient and sincere. He did not pressure me into buying anything. He encouraged me to come back another day after I thought about my purchase. He encouraged me to compare their prices. I would recommend working with Eric at the Algonquin location to anyone looking for furniture at Ashley furniture. The following day I came back to make my purchase. He at no point pressured me into financing my purchase and understood that buying a new house in the next few days would prohibit financing anything. A few days later I came in to purchase the items.

We decided to buy a bed frame last year from Ashley Furniture and while we had to wait a longer period of time for delivery, we had already been waiting to buy one so decided it would be fine to wait.

The delivery occurred over a month after the order was placed and when it was delivered set up went fine. It is darker in our house than outside so I notice there was damage on multiple parts of the bed frame soon after. Some issues were due to poor quality during manufacturing and other damage occurred after at some point. We reported this and was told that a whole new bed frame would have to be delivered. A delivery attempt was made within the next week or so and the bed frame foot board was damaged so I declined to take it. A redelivery was scheduled again and they brought back the exact same damaged foot board on the "new" set two days later! At this point we realized that Ashley Furniture was disrespecting us and likely would not ever make the issue right, so I accepted that bed frame from the last redelivery attempt because it looked the best. Customer service would only take $60 off our bill and would not let me speak to management about it. No one seemed to care about wasting our time or there being a reoccurring issue with delivery at that point. We took our complaint higher up and was given $300 in-store credit that we were not able to use on the first order.

Six months later I decided to use some of that credit and bought two lamps. I did get them on sale and was informed that I would receive them via FedEx/UPS within two weeks or less because they were not manufactured by Ashley. Here we are a month later and just received the delivery of the two lamps. I was hopeful...but in the end I saw that both lamps had paint flaking and one had splatters of paint where it should not have been and the cord was sliced. I was going to deal with it and repaint myself until I saw the damaged cord.

Reluctantly, I reported the issue to Ashley Furniture knowing how this was going to play out and found that the woman who took my call was rude which was even more upsetting. While they will likely replace it within the next 3 weeks, it's not worth it to ever buy anything from Ashley Furniture again. They're not respectful of our time and I truly believe that this company makes so much money now that they don't need to try their best to provide top notch service to every customer. We are only account and order numbers and they only seem to care about the money they can get out of us before we learn the truth.

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 a 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 shameful!

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!