Ashley Furniture Industries Reviews 1,121

Buying a high price bed and electric frame?Is it a difficult process?You want to make sure you get it right.I decided to buy that set from ashley.The people at the showroom were very nice and accommodative.From that point on, it went downhill.They delivered the wrong frame.I had to take another day of work for the second one.It was inconvenience different stories from different people.In the organization, this is an example of a company that sells reputable products.But totally screws it up with horrible service and coordination.Never buy from these people

Horrible experience with Ashley Furniture. I would not recommend doing business with them. The salesperson either misrepresented the return policy or was poorly trained. I paid a premium price based on being told the furniture could be returned if it didn’t work out, which turned out not to be true.

I also paid for white glove delivery and assembly, but due to an incorrectly written sales order, the furniture was simply dropped off. Parts were missing, other pieces arrived damaged, and one item never arrived at all. Months later, I am still trying to get this resolved.

I am out significant time, money, and effort and have nothing to show for it. Easily the worst furniture purchase experience I’ve ever had.

Unfortunately, it takes an entire month to get purchased items delivered even though they tell you it will only take 2 weeks. So they basically lie in your face for the sale. Then after you wait 2 weeks they lie and add another three weeks.
Wonder why they are going out of business in the Philadelphia region.

I am extremely disappointed with Ashley Furniture. My wife and I purchased a bedroom set over a month ago, and almost every item was damaged from the start — dresser, headboard, footboard, and nightstands. It felt like we received an open-box or used set, which is unacceptable for a new purchase.
To make matters worse, the bed support legs were incomplete, deliveries have been repeatedly delayed, and we had to take time off work multiple times to accommodate them. The mattress only arrived two days ago, and the dresser is still scheduled for repair days later.
Customer service has been unhelpful. I even spoke with a supervisor, but they refused to resolve the issue properly, offering only partial repairs and missing pieces. This has been one of the worst experiences I’ve ever had.
I cannot recommend Ashley Furniture and would not even give one star for this experience.

I just want to warn anyone before buying furniture from Ashley. I got my sofa from their store in Canada , ON, Newmarket over two years ago. The quality is appalling. It first looked good and felt comfortable but after 2 years it is uncomfortable and looks very worn. My mom's 25 years furniture looks better ( of course she didnt shop at Ashley) I wish I did more research.

The only reason I'm giving them 2 stars is that the bed I got is probably one of the best beds I've ever gotten. I have chronic pain issues, and my first time sleeping on this bed made me cry because it was the first time I realized that I didn't have to wake up feeling achy from head to toe. However, the bedframe is of the same quality as most cheaper frames found on Temu and Amazon.

These folks clearly work on commission. The person who helped me wasn't aggressive, but you could just tell that they were trying to upsell everything. For instance, there were "included" items that were just billed at retail price. I asked them if I could modify my order to remove the "included items," and was told that once they entered the information, they had to cancel the whole order due to the financing, which would completely change the financing options. The financing wasn't even through Ashley Home Furniture; it is through Synchrony Banking.

Part of my order was delivered, and part of it was purchased and taken while in the store. I tried to return the in-store items, and just receive a credit on the Synchrony bill, but was told they can't accept in-store returns and given the corporate line. The customer service rep stated that once customers accept items, they cannot be returned unless the item has defects. I pointed out that the purchases I wanted returned were items I had taken from the store, but I was told the policy still stands.

I do not wish for the removal of physical stores; however, when your return policy is more draconian than almost all your online competitors, then maybe you deserve the L of closing.

I purchased a sofa from Ashley Furniture expecting quality consistent with the price, but I was very disappointed. The product showed premature wear in less than three months of normal use. The fabric became covered with pilling and looks like a heavily used sofa. The cushion foam also sagged, and the piece appears very worn.

Do NOT buy anything from this company!
This is an update on my latest purchase that is still going on.
I wish I could write back and said they corrected the problem but as of today they have not done anything! All I get from them we will review and refund the item back to your account but never happens, and had to pay my synchrony bank account dues again while, I DO NOT HAVE ANY ITEM FROM THIS COMPANY IN MY HOUSE.
They came and took the recliner on 20th of December and they acknowledged this transaction saying” we picked up the item and it is back in our warehouse
They send me many email before they arrived and after they pick there damaged item that I did let them know, first hour after it was delivered to my home, I gave them many chance to come and fix it and they gave me 2 appointments but never showed up!
I demanded a return and refund and they excepted it after many correspondents between us
As of today, they have their recliner but I don’t have my 800$ still showing in their account on my credit card
We have many many emails phone calls to prove, they are keep saying, we will review the case and refund it
Each phone call gives me case number, it ends up with they saying” give us 1-3 days it will be refund it”
IT NEVER HAPPENS! Math doesn’t add up
They gave me a damaged item and I gave them chance to correct it
I bought it for the purpose of my husbands needing recliner after his bypass so he can sleep as in certain position that requires
My husband never got to use it so now why would need it after the fact
I don’t have their item it has been picked up 20th of December, today is 10th of January and I still don’t have a refund while I have many, many correspondence between us showing that was the deal
What would you call this act? You don’t have a product but you get charged for this product?
It is a theft and a fraud!
Do not buy anything from this company
Their customer service doesn’t mean anything because they will answer you but no resolution in the end
It is just a headache!
I will update you with the latest, if they take care the situation.
Thank you

Today is 13 th of January, I got a text from Ashley furniture
They are letting me know that I have a delivery from them on Wednesday
I never consented to this! This is a zero customer service
They got the recliner from my house 20th of December
They were supposed to deliver a new recliner on that day
I got emailed saying they are doing refund as soon as recliner was in the warehouse ( 20th of December chair made it back to warehouse)
Never got a refund neither replacement same day as it was promised
I called and they said there is no item showing for me and no orders for delivery at that time
I called 3 times so I took it as they honored my request for a return/ refund as the email says
Today suddenly they decided they want to send me a new recliner that I will decline
I want to close my account and not to buy anything from them again as soon as I get my refund
That is all i want but this will go on because they don’t want to do the right thing

I purchased a furniture warranty through Ashley Furniture, with ProtectAll as the warranty administrator. The warranty was presented as offering meaningful protection, but in real use it did not deliver.

When I attempted to use the warranty, the coverage proved to be extremely limited and resulted in no meaningful resolution. The process involved poor communication and denials that made the protection effectively useless. The warranty did not function as it was represented at the time of sale.

Although Ashley Furniture sold the warranty and ProtectAll administers it, the overall experience reflects a lack of transparency and good-faith service. A warranty should provide real coverage when needed, not technical barriers that prevent any real benefit.

Based on my experience, this warranty offers little value for its cost. I am sharing this review so other consumers can make an informed decision before purchasing this warranty through Ashley Furniture., or even buying furniture from them

Horrible customer service, phone numbers don’t work and their customer service agents have been made aware multiple times yet they transfer you to and provide disconnected numbers.

Worse further store EVER!!! Just recently bought pillows from them that were total garbage-flat and useless after a week. Tried to return them,but nope,super hard.
Their quality is a joke. All their products,furniture and rugs are cheap quality and dont last even a few weeks. Had similar experience with their bed frame and mattress. All their stuff falls apart easily.
Customer service? Forget about it!!! You either get some Indian or philipina, that absolutely clueless about their return policy and useless in resolving any problem ( I'm in Canada btw).
Do not waste your time and money. 1/10 would not recommend.

The delivery process was extremely disappointing, as the scheduled day two weeks prior was not honored. The subsequent cancellation and refund further exacerbated the dissatisfaction. I will not engage with this service again.

New Mattress and Bed Frame. Right Mattress, wrong frame. Story of Asley Furniture's life. Give you that great in-store service and then completely stop caring. DIsgusting

I WILL NEVER BUY ANOTHER PRODUCT FROM ASHLEY OR CITY FURNITURE SOUTH FLORIDA AGAIN!
I PURCHASED A COUCH WITH A 3-YEAR PROTECTION PLAN. I AM AT YEAR TWO AND MY COUCH CUSHION IS DENTED AND WORN. I PUT IN A CLAIM, HOWEVER THEY WILL NOT SERIVCE MY COUCH BECAUSE I NO LONGER LIVE IN FLORIDA! I HAVE CALLED CUSTOMER SERVICE 6 TIMES WITH NO RESOLUTION AND NO LESS THAN 4 HOURS OF MY TIME!!! I EVEN WENT TO A LOCAL ASHLEY FURNITURE STORE IN NJ TO SEE IF THEY CAN HELP ME. I AM TRULY DISGUSTED WITH THE LACK OF HELP AND DISREGARD FOR CUSTOMERS. I WOULD NEVER EVER RECOMMEND ASHLEY OR CITY FURNITURE TO ANYONE.

I am absolutely disgusted with my recent experience with Ashley Furniture. I received a replacement cushion that arrived reeking of cigarette smoke, so strong it immediately filled my house with the smell and gave me a headache. This is completely unsanitary, unprofessional, and frankly embarrassing for a company of this size. There is no excuse for a product to be shipped to a customer in this condition.

Not only was this unacceptable from a hygiene standpoint, but it also raises serious concerns about how Ashley Furniture stores, handles, and delivers their products. Customers should be receiving clean, quality items not something that smells like it’s been sitting in a smoke-filled environment.

Ashley Furniture needs to do better. This experience has completely damaged my trust in their brand. If you care about quality, cleanliness, and professional service, I’d strongly think twice before purchasing from them.

Purchased from Ashley Furniture on 12/25. Called on 12/27 to confirm order and determine delivery date but was told by 2 customer service reps that order never went through and I should place another order. I had an e-receipt. On 12/27 evening they texted a delivery date of 12/31.

Furniture delivered with wobbly chair and bench with wood scuffed. 14 calls on 12/31, they decided to replace the order as the wood on bench is not fixable.

I have purchased multiple items from Ashley furniture in Houma LA and each time it has been a disappointing experience. I purchased a sofa about a year ago and they insisted I buy the extended warranty. The 1st one they delivered had a piece of the arm missing. The 2nd one had dry rotted fabric that kept tearing. When I contacted the warranty company they refused any service. I went into the Houma store to see about a refund on the warranty or another sofa and the 1st manager Mr. Darcy said he would give me the one in their breakroom. It was saggy, faded, and dirty. The other manager Courtney said she would get me a replacement sofa for my defective one. Week after week passed and every time I checked in with her she would make excuses. The last time I went into the store this 400 pound lady sitting behind the sales desk scarfing down a bag of chips lied to me and said Courtney wasn't there but just a few minutes later Courtney called me saying she was in the store and would "check" on the replacement again. Again it was a lie. I am buying a new home with a $10,000 budget for furniture and I will not be going back to Ashley nor will I buy any Ashley product from other furniture stores. They just lost a customer for life.

In house sales were great. Prince was easy to work with.
* Bed Delivered and assembled (Dec 9)
* Scheduling had some confusion.
* Customer service was contacted and scheduled our old bed be relocated to another part of the house - note was missed in sales agreement. (Dec 9)
* Scheduled date for old bed relocation cancelled the night before. (Dec 21)
* Called customer service again (Dec 29) and spoke to ‘Victor’ about why the service was cancelled. Arrogant individual. Had to ask him to quit over speaking me a few times. I advised him that if the service was not rescheduled that we would cancel the order of our living room furniture based on principle. He stated “That’s fine, it will cost you 10% of the complete order.” This would piss anyone off.
* Drove to our local Ashley furniture store and spoke with Prince. He cleared everything up and scheduled what we needed.
* We’ve shopped Ashley furniture for 20 years and my conversation with Victor almost made me not want to shop there again. After speaking with Prince, we will continue to shop there. It just takes 1 bad experience to make people change their shopping habits.
Great product, great polices and a great sales staff. Customer service needs some work.

C. Priest

Ordered a dresser but was missing a drawer bottom, dresser back and all drawer supports. Emailed for replacements and was told they were coming. Never received. Tried customer support and they want me to pay for it!

Beware: don’t buy from Ashley if you need your furniture delivered on time.

Our family traveled from the Czech Republic and we’re now facing the reality of eating Christmas dinner on the floor because Ashley kept moving delivery dates at the last minute.

We placed a large multi-item order in the first half of November (mattress, dining table, chairs, sofa, etc.) and even paid extra for unpacking because we needed everything urgently for Christmas. They promised delivery in a couple of waves. The sofa arrived in December, and the rest was scheduled for December 9. The weekend before, they pushed it to December 24. We called and they promised to at least deliver the dining table, two chairs, and the mattress on December 9, with the rest on December 24, then they changed it again and moved everything to December 24, forcing us to buy inflatable beds.

On December 21 they told us it’s now delayed to January. When we escalated, they promised a manager would call us back and never did. If we hadn’t kept calling, I honestly don’t think we would have received any updates or anything delivered at all. They admitted most items were ready except two chairs, yet they still moved the whole delivery, and then claimed they “don’t have trucks” for December 24 and can only deliver (minus two chairs) on December 26.

Unbelievable experience and zero accountability.