Ashley Furniture Industries Reviews 

I had a really disappointing experience with Ashley Furniture and would caution others.

I disputed a charge with Chase related to a purchase, and the dispute was resolved in my favor. Ashley Furniture also accepted the dispute and acknowledged that no balance was owed.

After that, I received no follow-up from Ashley regarding retrieval of the item or any next steps. Based on that, I reasonably believed the matter was fully resolved.

However, months later, the account was unexpectedly sent to a debt collector. After I formally disputed that, Ashley then sent representatives to my home on two separate occasions without any prior notice or appointment.

At no point did they leave a voicemail, send an email, or attempt to properly coordinate a pickup.

This experience was confusing, stressful, and felt very unprofessional. I would strongly recommend that Ashley improve their internal processes around dispute resolution and customer communication to avoid putting customers in this position.

Absolutely ridiculous. My bed was ordered through jcp but coming directly from ashley. Jcp has top notch cs when it comes to refunding and dealing with damaged ashley furniture. I'm on my 2nd bed order but each transaction has went smoothly with jcp. Ashley on the other hand omg it's been a complete nightmare ordering directly from them. They refuse to put up my review on their website. My dressers are peeling upon delivery. I called ashley and instead of refunding or replacing a woman named ashley scheduled tech service. Mind you this is after i sent her photos. This isn't a motorized recliner that may need an actual tech. Yes, they'll send a "tech" out for peeling veener. Today at no later than 6:15pm was my appt. They don't give a rats behind after they have your money. Good luck getting any help. I expected a text before arrival it's now 7:06, never received one. Yes, they left me hanging didn't send an email, text, nothing, nadda. I called about 5 times today and yesterday to make sure this person is still showing. I canceled my appt to wait for these idiots who didn't have the balls to nor courtesy to say they can't make it. When i call, all i get is scripts and "i'll escalate it". These reps can't even handle the refund nor pickup process. They give you the run around, for all of last mo i tried to do my best and make sure that this tech was going to keep their end of the deal. I called and called, returned the email of a tech (who never responded back) returned emails to their social specialist. Yep she's the one who'll see a review before it's posted on their website and will either deny or approve. Anywho i didn't stop after 10k agents i finally got ahold of a supervisor who i thought was making me a replacement although i haven't received an email yet. Their customer service attentiveness is horrible, they're furniture as a whole is not of good quality like it use to be. This experience has been draining. They have dragged their feet and they don't care to make it right with the customer. I'll post here because they can't delete my review. If you go to their site you'll notice there's a few negative reviews with no depth but more positive ones. They absolutely control what reviews will be posted on the website hence us coming over here. They're overpriced for the products they produce. NEVER BUY DIRECTLY FROM THEM. Go somewhere else. The 1 supervisor out of the many employees sent my replacement receipt. I promise you'll have a very hard time getting an resolution if any of your pieces come damaged or become on down the last. They're 5yr will be useless.

Here it is once sale is complete:
- they will lie, defer, deflect and eventually ghost you
- can't call the store directly
- can't talk to the salesperson who sold you the product about concerns, warranty
- store staff and online staff will delay, pass you to another staff, repeat, mislead about repair items coming ...
- 4 months later my chair still wasn't repaired

Sales “professionals” failed to mention so many things including the delivery charges…got charged twice! Very poor communication. Can’t return item & somehow I can’t get hold of them over the phone. Never again store not worth buying from.

Star Review – Paid $470 for “Platinum” Warranty – Got Lies and No Service
I purchased a mechanical power sofa with head and footrests from Ashley Furniture on April 29, 2023, and paid an extra $469.99 for the Guardian Platinum Protection warranty to cover mechanical failures.
On March 3, 2026, the mechanism completely stopped working. Ashley filed claim #9270125 with Guardian. I spoke with James on March 11, explained it was a mechanical issue (not visible damage), and was told a technician would be sent with a callback in 2–3 days.
Weeks of silence followed. They suggested a useless virtual inspection. Then the claim was closed with this false statement:
“Guardian has attempted to send a technician… however, they have reported that you refused that service… your claim must now be closed.”
This is a blatant lie. No one from Tri County Furniture Service ever called, emailed, or showed up. No appointment was ever offered. I never refused service — I was actively trying to get it fixed.
I called Ashley again on March 18 and March 23. Each time the claim was re-closed with the same excuse. As of March 25, 2026, no supervisor has called back. My sofa remains unusable.
I paid nearly $500 for protection and received nothing but runaround and fabricated excuses. Do NOT buy the Guardian Platinum plan — it’s worthless. Avoid this warranty and think twice about Ashley mechanical furniture.
Extremely frustrated. Fix my sofa or replace it now.

I have purchased several boxes pieces in the past. However, I purchased a kitchen table set and within 3 months the slat began to fall. Then the chairs started wobbling. Since I investigated I found screws missing or not tightened. Finally, when I called I was informed it would be 6 weeks before their technicians could come a fix everything. Having set the date and time, they changed it the day before making accept it or having to wait another 6 weeks. I am done with Ashley.

I would not even give one star- to make a long story short. I could not get my issue resolved with a piece of furniture that is part of a bedroom set. Very difficult to get hold of anyone! HORRIBLE CUSTOMER SERVICE- WOULD NOT EVER GO BACK THERE- SHOP ELSWHERE AND SAVE YOURSELF MONTHS OF AGGRAVATION WITH NO RESOLUTION

Horrible experience! DO NOT SHOP HERE! We went into the store thinking it would be easy and then the delivery was a total disaster. They were unable to deliver when they were scheduled to. We had to call to clear it up - it took hours to talk to anyone who knew what was going on. They attached our account to someone else's account. Customer service was horrible!

My issue is with the delivery process but I do have one complaint about the Daytona Beach store. It seems that the sales woman that sold us the couch didn't want people calling her, so she put a bogus phone #on her business card.Now for the delivery complaint. Ashley forces there delivery time on you. No way to change it, no body to call for help. My delivery time was 9am,
we tried and tried to change it. No Joy. When I arrived at the property at 8:30, I found the truck waiting for me. Good thing we got there early. I will never buy anything from Ashley again!

To start, Ashley Furniture charged my bank account with three different amounts. Then you all have credited half the money back, then took it back out, then credited again and then took back out. This has completely screwed up my checking account and my bills. This caused issues with other bills I had scheduled to come out. Second, I paid for delivery and setup of all furniture, and you Fedex the mattress to our house, leaving us to figure out how to get in house. When delivery guys show up I show them the box with the mattress in it and tell them "there's the mattress we bought with the bedroom set" Driver says ok, puts the bed together, sets up the dresser, has me sign the phone and then leaves. Now we AGAIN have to figure out moving the box to the bedroom, unpacking the box and then putting the mattress on frame. This furniture purchasing and delivery has been the worst ever. I will never buy from Ashley Furniture again. I will also not recommend them to anyone.

Terrible customer service does not understand English extend took 3 months to process credit and was disrespectful emailing wrong Ashley took another month to enter the credit and entered it incorrectly took a month of continuously going into store to get them to help. Then they issued the credit for love seat and after emailed itwas approved took the credit away still fighting them had to miss multiple days off work for tech and wasted time and gas they won't compensate for. Hopefully it will eventually get resolved

After waiting 4 weeks and finally on the day of the delivery they call and say 1 of the adjustable basses failed inspection. So you wait until the day it is supposed to be delivered to inspect it? The customer service is absolute Trash. They could care less about any of their customers. All they care about is making the sale. And then tell you when you want to cancel the sale they will give you store credit. This tells you that they have zero interest in fixing the problem. After countless bad reviews regarding piss pore customer service they haven't and don't care to fix the problem. Do yourself a favor and do not but anything from them. You will be highly disappointed from the day after the sale. The local store people were great but that is all a part of the ploy to get you to buy in. After that it is all downhill from there. And again they won't do anything to fix the problem. The problem is simple, their customer service absolutely sucks.

We bought an Ashley Furniture sofa and within one week, one of the wood boards at the back/seat broke. We sent photos and reported this the to Homestyle Furniture in Kitchener who we purchased it through. We have been told that Ashley will definitely not do anything until they have a technician look at it which won’t happen until at least 6 weeks after the fact. We are already being accused of being too rough on how we sit on the sofa so the longer this takes the more grounds they will think they can take to blame it on us. We can’t avoid using it.
Homestyle is saying they would give us $100.00 which is a joke when wi paid over $1000.00 for it. They never call us back, we are always having to call them.
Not impressed in the least with either manufacturer or store.

Close to a year ago I ordered bedroom set from Ashley Furniture Store at 1201 N Central EXPY, Plano, TX 75075.

When delivered some wooden slats were missing. King size bed in the show room had 12 wooden slats, however, they delivered 3. I asked the delivery guys, and they said they delivered what the warehouse gave them and told me to reach out to Ashley customer service. I made my decision based on what I saw in the showroom, and I explained this to their employees I talked to.

I called multiple times. Whoever I contacted told me missing slats could be delivered in 7 to 10 business days.

This empty promise with no delivery lasted several months. Customer Service employees would never transfer customers to someone who could act.

Chris, gentleman claimed to be Customer Experience Lead, started to lecture me about Ashley’s policy, that has no importance to my case.

All I called for was to get my missing wooden slats that his co-workers promised me repeatedly for months with no result. They all lied to me when they knew they didn't do it.

I found their email address after a lot of effort and messaged Ashley Customer Service.

They restarted all over again with their empty promises. They said they would deliver by the end of January, then mid of February followed by end of February. Their last email stated missing slats will be shipped beginning of April/26. When the promised date approaches, they push it back repeatedly.
Are they playing some kind of game?

I’m very much disappointed with their poor customer service.

Is this fair business practice for Ashley? Does this bad situation help their reputation in a positive way?

Do not buy from Ashley Furniture! I had been saving for a couch for months. Wasted money with their deceitful practices. They will NOT help you after the product is delivered. It doesn't matter what type of delivery you got (in fact the white glove delivery makes things significantly worse) or extended warranty. When you get the item it is yours forever no matter what. I am sickened by this experience. They do everything they can to make sure you can't see the full details about the couches, they don't say anything about final sales, no returns or exchanges allowed before you purchase. It's horrible. My couch is terrible quality and so uncomfortable. I can't even sit on it without the cushions sliding off. They said they'll offer me a 5% off coupon if I'd like to buy a second couch though. This company sucks. I am so upset. Horrible customer service, horrible company. Don't do it. Spend a little more and go with a different company.

Salespeople were unfamiliar with software; lengthy corrections were required. Floor salespersons were not scheduled to work the next business day if there were questions. Setting up delivery was awkward; there was a long wait for delivery, specifically 5-6 weeks, within the same US state, and the delivery time was unavailable until two days beforehand. Overall, I will not be a customer again. Personnel were polite and friendly, a positive note, and there is a wide variety of furniture, though it seems somewhat overpriced for the quality.

I had been looking for over a year to purchase a mattress and headboard I was very reluctant to speak with anyone but Daniel Martinez greeted me with a warm smile and immediately felt comfortable Daniel’s knowledge was impressive he was able to show me the various styles and explained how they worked and I felt really scared of the more elaborate mattress but Daniel explained things so well and I could understand how they worked Daniel is an asset to your store he is very knowledgable about the products and has a great salesman style after showing me many products in my area of interest I bought a mattress with special features and will be purchasing a headboard on line I can confidently say without Daniel I would not have purchased anything Thanks Daniel you are magnificent!!👍

Bought a small sectional couch within 7 to 8 months half of the couch was totally degraded and had to be replaced by 1 year the c the cushions that came with the couch had collapsed from the foam disintegrating at a year and a half the total couch needs to be replaced I paid premium money for this couch $1,399 I can't believe how horribly made these couches are the cushions are not reversible after washing the covers they completely degrade all the stitching inside the cushions is completely a mess and not cut or clean or or nodded I will never buy another Ashley couch again they have gone downhill and the dependability is a zero deeply depressed with my purchase thank you

Absolutely DO NOT order furniture online from Ashley Furniture. I live In a small, remote town two hours from the closest city, so I purchased a couch online from Ashley furniture. I used credit to purchase it, and included delivery to my house which I had to input the ZIP Code for. This was on February 14, 2026. For the last two weeks I have been hounding customer service trying to figure out what the status is of my delivery. When I ordered it, I was told I would be contacted within five days to schedule delivery and that never happened. I never got an email from the email that was supposed to contact me and I never got a phone call. Every time I call customer service I get somebody that barely speaks English and who can’t help me and promises me a phone call or an email by the end of the day which I never get. I was told by one agent that the couch was on backorder and I was told by the next agent that they couldn’t schedule delivery because I was out of town meaning not in the same city as the store. None of this was disclosed when I purchased the couch. It did not say that it was on backorder and it did not say that delivery would be delayed because of my remote location. I paid $150 for delivery. And I paid for white glove delivery which was $169 and after my order was placed, they canceled that and changed it to drop off delivery for $149. I just got off the phone for the 3rd time and still did not get any answers so I ended up canceling my order. But now I have a hit on my credit for absolutely no reason I have nothing to show for it. If they cannot fulfill orders out of town, then they shouldn’t allow those to be placed. It was an absolute joke to deal with the customer service department.

They will not refund money from an item that was not delivered. I will be placing a fraudulent claim. They keep promising a refund but will not show proof of the refund. I spent hours on the phone and they will not credit the item that was not delivered.