Ashley Furniture Industries Reviews 

Bought a chair from this company online July 3rd the chair is not showroom quality have to wait over a month for parts and they sent the wrong part they sent a foot pad I don't think the foot pad is going to straighten out the chair because it's bent and it came that way not happy with Ashley's furniture they're coming on the 26th of August to fix it let's hope they get it right because if not this could be a story for the news and I don't think Ashley's furniture wants a newsworthy story on a product that they're selling customers and then you have to fight with them to try and make it right

I have ordered from Ashley Furniture twice, and both experiences were full of logistics and customer service failures. Fool me once, shame on you; fool me twice, shame on me. There absolutely will not be a third time.
Order 1 (The Couch): I ordered a sectional couch. On the initial delivery, they sent two identical sides ( two rights) instead of a matching set. I had to wait weeks for them to deliver the correct side.
Order 2 (The Dresser): Hoping the first time was a fluke, I ordered a dresser. On the scheduled delivery date, I received zero communication. After proactively reaching out to ask about the delivery window, I was informed it was back-ordered and delayed by another two weeks. When the dresser finally arrived, it was missing hardware to install the handles, making it completely non-functional. I have now been waiting an additional two weeks just for the screws needed to install the handles. To make matters worse, the delivery is delayed because customer service entered my address incorrectly into FedEx.

Save yourself the headache and do not order from Ashley Furniture. Their customer service and delivery infrastructure are terrible.

I wonder if anyone from Ashley reads these reviews? I suspect not! If I had read them before buying my $400 Hamlyn Desk Chair I would have run a mile! 3 months to deliver....then 3 years later, the leatherette/vinyl seat has cracked all over. Ashley's response? "The material is only warrantied for 1 year, but here is the address of a local re-upholsterer" So another A$200 to rectify faulty materials? My advice - steer well clear of this furniture retailer.

The store is a a rip off, their quailty is trash and their return policy is a joke. They lie, do not tell you the full story of what it is you are getting when you purchase something, and then say well you didn't ask. I would never recommend any one to go to their store to purchase anything. As I stated before what yo usee in the store is not what you get delivered in your home.

Bought a $500.00 table 3 months ago. The wood is peeling already. They denied the claim. Their furniture is TRASH. DO NOT BUY!!

Run away from this company as fast as you can and do not buy anything! Purchased a sectional and some end tables during Ashley's black Friday sale. We were told they would be ready for pickup on 12/7/25. 12/7 came and went and I heard from no one so I sent a message trying to find out the status. First I was told that everything was backordered and would not be in until 1/25. I later found out that only the end tables were on back order and the sectional was available. I was okay with waiting for the end tables, but obviously communication is not their strong point. I scheduled a day to pick it up from the distribution center but then had to reschedule and chatted with them and had it rescheduled to Monday, 12/15. The distribution center is an hour away from my house and we drove down there pulling our trailer and found out when we got there that they are closed on Mondays. Luckily, someone left the door unlocked and I as able to get a man to give us our order. After a long wait, they loaded it into the trailer and when we got it home and unloaded it we found damage on 3 of the 5 items. We were very unhappy and just decided to wash our hands of this entire thing and return it. Apparently, in store purchases are not returnable, even it they are damaged. You cannot even call the actual store and speak to the manager there and are sent to some call center. I am beyond upset with this entire process! They did tell me they will send someone to fix the items, but after hearing about others awful experiences with that, I am just done with Ashley. I had them cancel my end tables and will not be doing any further business with them. Pay attention to the canned reply from some robot following my review telling me to call an 800 number to get it resolved. Awful customer service and products. They even give people fake email addresses in their replies! I tried the email they provided and had the email return undeliverable.
After having this piece of furniture for seven months, I can tell you that the quality I already knew to be horrible has continued to deteriorate. One of the pieces of my sectional that hardly ever gets sat on now squeaks whenever someone sits down on it. There are other edges of the furniture that are ripping when no one’s touching them or even getting near them. The cushions on this couch smashed down after only seven months worth of use and they provide no support whatsoever. It’s just extremely uncomfortable and impossible to sit in. Ashley has informed me they don’t cover rips or tears under their warranty and can do nothing about my cushions smashing down because that’s just normal use. $3000 for a couch to become uncomfortable and smashed down after seven months is normal? Just run away!

My experience with Ashley Furniture has been extremely frustrating and disappointing. If you want to avoid unnecessary stress and anxiety, I would seriously think twice before purchasing furniture from them.

The delivery process has been an absolute mess. My first delivery included furniture that appeared used, with visible scratches and damage, instead of the brand-new items I had purchased. During the second delivery attempt, they sent pieces of my bed in different colors. At this point, I honestly don't know what to expect from a third delivery.

What makes the situation even more frustrating is the difficulty of reaching someone who can actually manage or resolve delivery issues. Much of the communication seems to be handled through an AI system called "Jenny," while getting direct access to someone responsible for delivery management has been extremely difficult.
The sales experience inside the store was completely different. The sales staff were professional, convincing, and created a very positive impression of the company. Unfortunately, once the purchase was completed, my experience with delivery and customer service was the exact opposite.
Overall, this has been a terrible and unnecessarily stressful experience. Buying new furniture should be exciting—not a repeated cycle of damaged items, incorrect pieces, delivery problems, and frustration. Furthermore, this situation has caused me financial loss and significant inconvenience. I had to cancel appointments with my own clients in order to deal with these repeated delivery problems, resulting in lost working hours and income. I also had to drive a considerable distance to the store in an attempt to resolve the issue in person. I do want to acknowledge that the store manager made a genuine effort to address the situation and find a solution; unfortunately, despite those efforts, the problems remained unresolved. Overall, this experience has cost me not only time and money, but also unnecessary stress and frustration. Based on my experience, I cannot recommend Ashley Furniture.

I hope Ashley starts taking responsibility for the quality of its products and treats its customers with the respect they deserve.

The salesman Richard was nice. But when I went to pay, I paid with a HELOC loan check where I had plenty of funds to pay for sofa. Another saleswoman took over purchase and asked me to sign the check in the back. I told her I can’t endorse a check I wrote out to your company. Which showed me there first incompetence. Then they tell me that a company they use to verify checks declined mine, even though I personally showed them my account through my bank app to prove plenty of funds are there and that the account number matched the check. Incompetence #2. Then they ask me to use a credit card and I told them “no” you have my check and straighten out on your end. So my delivery that I was suppose to get on July 28th they now pushed it to August 11th because the check needed to clear. So I purchased on July 25th and then I find out that the funds were taken out of my account for the sofa on July 27th. So I called and ask them to deliver sooner and they stated that 8/11/2026 is the only available date. DO NOT SHOP AT ASHLEY!

I am extremely disappointed with Ashley Furniture’s warranty process and customer service.

I purchased this mattress because I was promised a 10-year warranty, as long as I used a mattress protector, which I have done since day one. When I reported the problem, I was told my case would be resolved within 72 hours. Instead, I have experienced repeated delays, poor communication, and no resolution.

I never received the email they claimed to have sent, even after checking my inbox, spam, and junk folders. Rather than taking responsibility, they simply kept asking me to wait longer.

I bought this mattress to sleep comfortably, but instead it has caused discomfort and back pain. As a customer, I expected Ashley Furniture to stand behind the warranty they advertised. Instead, I have spent my time chasing updates and trying to get someone to honor their commitment.

A warranty only has value if the company honors it. My experience has been frustrating, stressful, and far below the level of service I expected from a company of this size. I hope Ashley Furniture improves its warranty process and customer support so other customers do not have to go through the same experience.

Needing a great mattress, 5 visits to the store and over 3 thousand dollars later. I was lied to in the store several times and because of lying to me I’m STUCK with VERY UNCOMFORTABLE MATTRESS. Then calling costumer service for months I was lied to by them many times.
I will NEVER shop at ASHLEYS again. Be careful what they tell you and get EVERYTHING IN WRITING.

A sofa was purchased at the West Covina Ashley's location. The sofa was defective and the return caused many headaches as their return policy stated we had to purchase another of equal or greater value. Since we exchanged it for another of $165 less than the first, they didn't want to refund the money instead we had to purchase something else of $165 or more. We tried to purchase several different items that equal $165 from both the furniture and the website, but we were always turned down for several reasons ex. can't purchase anything that states online, they didn't have it in stock in the warehouse and they can't purchase it from third party vendor. To summarize it was a horrible experience from having to call customer service about 6 times, writing 2 different complaints, being told they would get back to me in 24 hours and they never did, I had to call back and having to waste time and gas going to the furniture store 4 times and the store manager being rude. He tried to intimidate by using his manager title. I would recommend shopping elsewhere!

I certainly would be remiss if I didn’t take a a few minutes to share once again a great experience with Expert salesman Brian Johnson at Ashley’s Furniture Greenville location .
My husband and I were not shopping for ourselves, we were shopping for our son whom was relocating to the area.
Brian was superior helpful and very knowledgeable and mannerisms was a super plus. I addressed numerous questions no agitation was not present. What was more impressive Brian Johnson he didn’t pressure us in making a purchase , Brian excused himself politely to give us time to discuss so we could be pleased with our purchase.
“Hats off” to expert salesman Brian (BJ) Johnson that treated us like a regular customer. We are proud of our son and his outstanding work ethics.
Arto & Deloris Johnson

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Jerilyn was absolutely wonderful guiding us and listening to our needs while picking out our furniture. We will certainly be buying from Ashley in the future. Jerilyn is a true asset to the Columbia store.

The company presents itself as a first class organization with flashy show room rooms while there delivery service and customer service present a very different picture. My experience with them is a late and trashy delivery service and when contacting customer service was a joke all of its own. I contacted salespeople and they referred me to a customer service number and after being transferred theee time by people speaking hard to understand English I was told they only do service calls on Saturday which if I didn’t take it would be another seven days before I could get a technician out for what I think is a simple problem. All I can say is buyer beware

Headboard Fell totally apart like paper. Buyer Beware!!!!! After just over a year, I moved the bed to change the carpet and the headboard cracked and then fell totally apart. I contacted Ashley and they told me there was nothing they could do. It is made out of PAPER!!! NEVER AGAIN!!!!

Gwen from Ashely Furniture home store on 8823 Pulaski hwy in Baltimore was a pleasure to work with. She was very professional and knowledgeable about the products (mattress and power frame) offered and made the purchase process easy for us.

Ashley online customer service is an absolute joke! After i made it through the bot to an actual person, I spent one hour 30 min chatting with a customer service rep who maybe answered 4 sentences. Kept replying let me check and then just ended the chat. No answers. I have never spent this long on a chat to try to get a resolution. Just so very annoyed and po at how they treat their customers. I guess it is worth it to Ashley furniture to treat customers this way knowing that once this happens, we will NEVER buy a thing from them again. So, i hope it was worth it Ashley!

If I could give Ashley Furniture zero stars, I would. After paying a large sum of money for leather furniture, which included four recliners and other pieces, we stupidly bought the warranty for $500. Three months ago one of the chairs stopped working. After multiple calls, a repairman finally came out and said it was the switch and he would order one. We never heard back from them. After numerous calls to somewhere else in the world (where they do not speak proper English) promises were made repeatedly, but never fulfilled. After 10 weeks of this craziness and not being able to use one of the recliners, my husband bought a switch off of Amazon for $20 and we repaired the chair ourselves. By all means, DO NOT fall prey to this horrible company. Their customer service is horrendous!

If I could leave a zero star review I would. Worst customer service. No communication after store cancelled my order 3 times. Will never buy from them again