Ashley Furniture Industries Reviews 1,121

We ordered a dinette set, and sofa set (sofa and loveseat) on Oct,27, 2025. Picked up the dining set about a week later. The box that the dining set came in had what looked like box cutters cuts in the box. They said they would send someone out to fix the cut in the table. So far nothing. We have made 18 calls so far to Ashleys requiring about our sofa set. Not one time have we gotten the same person, NOR has any of them called us back after saying they would. Where is our sofa set? No body seems to know anything, about our order. Some say it's not here, and one person said the set was in and ready for pickup. We drove 120 miles one way to pick it up, and SURPRISE, it's not there, and nobody knows where it is. On person said it was at the distribution center about 4 hours away and that is where we need to pick it up, but that was another lie. So we still are calling to find our where our set is. One said it was being delivered to Ashley store on the 19th, that was great. We called to verify it was in so we could go get it, and another surprise, no it is not there, and it is on back order to MAY OF 2026!!!!!! What the heck is going on? We have talked to supervisors, complaint dept, and everyone talks a good game, but no one knows where in the heck our sofa set is. Romeo our sales guy was so nice when we were in the store making a purchase. But now it's who cares, no one calls us back, no one knows where our furniture is, no emails, now it's Dec. 20, and don't know if, where or when it will ever come in.

I would not advise anyone to deal with Ashley. I went into the Macon store on the day after Thanksgiving. I ordered furniture. My furniture was supposed to be delivered 3 weeks later. On the day of delivery. They came and did not have all of my furniture. The drivers contacted someone an I also contacted mu salesperson. They were unable to resolve the problem. I requested for the store manager to call me. The store manager never called me back. So the next day I drove to the Macon store which was over an hour away. The manager was there. He was very rude an acted as if he didn't care. He stated he did not have anything to do with the delivery part. He did not try to find out anything about my furniture. After telling him that this was very poor customer service, he said he would call the warehouse an would call me tomorrow. Its over a week now an he have still not called me back. The salesman that originally sold me the furniture has blocked me from his phone. I have called customer service to speak to a supervisor over the store. I was told a supervisor would call me. A supervisor still has not called me. My furniture is supposed to be delivered this Saturday. If it is not right I will just cancel the sale an get my money back. Its been almost a month now. My goal was to have my furniture before Christmas. I have never experienced this poor customer experience ever in my life. I will never deal with Ashley ever again. Think twice before shopping with them.

We purchased a $3000+ table from Ashley furniture November 14, with delivery set for November 29/25. The table was delivered without any hardware. The delivery guys called the warehouse and store and told us the hardware to put the table together could not be located and would need to be ordered. We heard nothing further from anyone at Ashley. We subsequently contacted the store and customer service multiple times to ultimately be told the parts were estimated to arrive January 13/26. We requested to return it so we could purchase a useable table before Christmas and were told we’d been sold a floor model “as is” and couldn’t return it. We weren’t informed of that at the time of purchase, nor is it stated anywhere on our invoice. Customer service was non-existent, everyone said they couldn’t help and it wasn’t their problem. We were left $3000 out of pocket with an unusable table and a completely ruined Christmas in a new house we bought so we could finally have space to host Christmas dinner. I’ve never experienced a worse or more heartless customer service in my life. Ashley furniture is an atrocious company.

Scammers don’t use them.
They use bait and switch tactics.
Promising you can return the product if you don’t like it but when you try to return the overpriced crap they send it isn’t possible because you selected the wrong option upon purchase.

We went back and the returnable option doesn’t appear.

Scammers buyer beware

They only shipped one half of my sofa. I called to see if it was left on a truck, but it was never shipped. When I called the lady on the phone told me I needed to schedule the delivery for the left side of the sofa. I didnt call in to schedule the delivery on the first half... why was it my responsibility to call and schedule the delivery of the rest of my couch? Unbelievable. I wont be buying from them again. Back to Wayfair for me.

Ordered a bed (queen headboard/footboard and side-panels/rails). The side-panels were delivered and were clearly damaged, but usable. The Headboard/Footboard was never delivered. After a few days beyond the expected delivery I went online only to find out the delivery was damaged during shipping. No call from Ashley or the shipper. Spent 30 minutes on the phone with Ashley customer service and they asked if I wanted to a refund. Yeah, please give me a refund because all I really wanted were side-panels for my mattress. They finally shipped a replacement, but no apology or expedited shipping. No acknowledgement that someone messed up. Worst customer service I've ever experienced. PS-if their product is constantly damaged in shipment, they may want to use a shipper other than FedEx.

I purchased a couch and 2 bedroom sets in March 2025. For delivery end of June. We were moving across country with nothing so needed everything and on time.
The day before delivery after everything was already confirmed I received an email, not even a call, the couch was delayed by 2 weeks. Thankfully a long phone call and some call backs fixed that.
Then 2 months later the couch became sunken on side, like any padding was just gone. On that same side when you recliner and then stop it will just kind of go a little further/fall/jump. It's hard describe but I emailed the warranty company, they told me it wasn't covered.
Brand new couch and I purchased an extended warranty.
Go to the store becaue this is not acceptable.
Store gives me a phone number. I call the number. Talk to someone for a long while describing the problem. Then I was given yet ANOTHER number to TEXT.
So I do all and also submit pics, which wasn't all that simple because these arent really things you can see in a picture.
Then I'm told I'll receive an EMAIL soon. At this point I'm already frustrated as all get up.
This was on October 2nd.
I dont hear back until October 16th. Have to go through this whole take picture nonsense again and describing the issues again, done this 3 times now. Which is also really difficult because the camera doesn't show the falling back or just how nonexistent padding is when you sit on it.
Don't hear back, so then Oct 22nd I email again.
Oct 24th I'm told claim received, 72 hour turn around time.
Its been about 3 weeks now so I reply AGAIN to point this out and that this is insanely ridiculous.
October 26th i get an email that parts are order. What parts? No one has even looked at the couch. They tell me the tech or someone knew what was wrong so the ordered parts. Parts will be here in 2 to 4 weeks I'm told. So I express that isn't really acceptable because no one has seen the couch, but basically that's my option and only one.
Well its been 2 months now and still absolutely nothing.
The parts being ordered without anyone actually ever even seeing the couch makes me think that they know they are selling a defective couch and just dont care. The couch is now pretty much unuasabel on one side. Thos wasnt a cheap couch. And I am really wishing I had just returned it and everything when the couch was supposedly delayed.

Worst experience ever. Unprofessional service and bad quality. I definitely do not recommend this place.

The worst experience ever had.
They refused to make a refund on an order that wasn’t delivered.
They are no punctual and their custome service is not helpful at all.
The store people claim that they don’t have authority for a deci making.
Their chat team is not worth the time you spend in chatting with them.

That’s what I received from them by email:

“Thank you for contacting us regarding your order. Please note that we do not offer refunds”

If there is a ZERO RATING, I won’t hesitate in doing so.

The delivery and sales experience at this location has been extremely disappointing. When provided with a business card, both listed phone numbers routed to an overseas call center, making it difficult to obtain clear or timely information. Delivery dates were repeatedly changed without notice, requiring me to visit the store in person to get assistance.

I want to acknowledge that Myles, now at the I-10 Ashley location and formerly at Live Oak, was the only employee who provided effective help. Outside of his availability, attempting to resolve issues between Tuesday and Friday proved unproductive. Staff were unable to process a simple credit card refund and appeared unwilling or unable to provide straightforward answers.

If you encounter similar issues, request the 1-855 customer service number directly from the desk and call while you are in the store to ensure you reach someone competent.

Overall, this has been the poorest furniture-buying experience I’ve ever had. The operation feels more like a high-pressure used car lot than a professional retail environment. I will not be purchasing from this store again.

Company booked a delivery date for 12/9/25, They rescheduled the date to the 12/12/25 without telling us. I didn't find out until contacting customer service. I already tossed my old furniture away and now have nothing because of this. They offered me 25 dollars.

Save yourself a lot of headache! Purchased a queen bed that was delivered October 3. It was damaged. They replaced the damaged part, only to have discover more damage. We returned the items--it took 2 weeks to have them picked up. Since being picked up, I have had to contact them multiple times to get the full refund. They never do what they say they will do and then I spend inordinate amounts of time on the line, being told "I am still checking." They are a joke!

Never again. Spent 30 minutes with customer service agent on the phone to get specific measurements of a sectional before ordering online. Explained that if any piece exceeded a certain dimension it would not go into the room it was intended for. Was assured 100% that it was fine. It was dropped on my front porch. When tried to get one of the pieces into the room it became wedged to the point that the people helping move it couldn't leave the room. Had to break it to get it and the people out. Now Ashley and Synchrony bank gave me a 50% refund because half of it fit into the room. The broken piece had to be thrown out and they are trying to make me pay for the half that wouldn't fit (they picked up the other half). Insanity. This applies to Synchrony Bank as well.

I bought the Tyler Creek coffee table and end tables. They look sturdy and well built but they really aren't. The finish comes off really easy. It's not solid wood as it appears. It's wood with a veneer on top that is so cheap. I won't be buying anything from Ashley again. $1600 should be get you furniture that lasts more than a few years. The finish was ruined from mild use after only a few months and it's bubbling up in a few places. Garbage.

$3000 new couch. Button control fails. Days and days working with Ashley systems to try and get help. They are a sell and forget you company.

Wanted to spend more for a quality chest rather than going to manufactured wood and assemble. This is my 2nd chest, both of these chest were defective the drawers would not open, bearings laying in the drawer, missing drawer slides/brackets. Original and replacement chest were defective and not useable. Going now on 2 weeks to try and resolve this issue, Customer service is in Philippines, you cannot talk to a person or store in the USA, either chatbot or Philippines those are the choices. Unbelievable. Steer clear of doing business with Ashley furniture poor quality and poor customer service, good luck on getting your money back. Oh, the replacement chest was guaranteed to be checked out by the warehouse before delivering, as you can see no one checked it as no drawers opened even the deliver person was shaking their head, by the way they wouldn't refuse the delivery and take it back !!! Never Again with this company !!!!

Horrible please no one buy from them 6 phone calls the couch looks like its 5 years old it was under a year old and cushion sagged twice already material looks horrible. I have owned this under a year and i have never seen a couch look like this . Two people live at my home not 4 or 5 . Anthony at customer service who said he couldn’t give me his last name was no help he told me this is how the couch wears and i could buy another cushion and fabric . Not even a year old I would not recommended Ashley to anyone . Besides the way it looks took me 6 phone calls . Horrible service .

Ordered a replacement cushion on 6/10/2025 it is now 11/18/2025 and have not received my cushion replacement. I have contacted the store in Cleveland, TN where I bought it 3 times. They tell me they will call me back after telling me a manager would have to get involved but I still have not had anyone contact me from the store. I have called the customer service number 3 times and all they can tell me it that the cushion is in Memphis, TN and there is no estimated time for delivery. Terrible customer service and cheaply made furniture as the cushion only lasted 2 months.

I placed an order with Ashley HomeStore Online on 11/7/2025 for a sofa, an accent chair, and two end tables. The end tables arrived quickly via FedEx with no issues. However, the rest of the experience was extremely disappointing.
The accent chair was marked as backordered, and the sofa was scheduled for delivery on Saturday, 11/15, but no delivery window was provided. Since I had appointments that day, I called Ashley’s Online Store twice (Wednesday and Thursday) to ask for the delivery time. Both times I was told I would receive a text message with the time window. I finally received the window late Thursday afternoon—10:15 AM to 1:15 PM—so I canceled my appointments to be available.
On Saturday, 2:20 PM came and went with no delivery. I called and was told simply to continue waiting. By 5:48 PM, still no delivery. When I called again, I was transferred and finally informed—for the first time—that the sofa was actually on backorder for 3 to 6 weeks. I was stunned. I had spoken to at least four different Ashley representatives, and none of them bothered to tell me this essential information.
On Sunday, I attempted to speak with a supervisor, was left on hold until the phone system disconnected me, and ultimately called back to cancel the entire order.
The customer service I received from Ashley HomeStore Online was unacceptable. The lack of communication, transparency, and basic professionalism was extremely frustrating. I will not be shopping with Ashley Furniture again.

We bought two mattresses and had the salesperson make sure that we had pickup of our old mattresses. The salesperson made a mistake and didn't put the code in for the delivery service to pickup the old mattresses. The delivery service refused to pick up the old mattresses or even move them out to the curb because it wasn't on the ticket. I have gone round and round with the store and customer service to no one solving the problem. Stuck with the old mattress in the bedroom for over a week. Got a call from customer service today after a ticket was opened by the store and customer service said there is nothing they can do. They refuse to send someone out to move the mattresses. I ask for a supervisor and am told that they are on a phone call then later in the same call I'm told they're in a meeting. Which is it? Who is the supervisor. Someone will call you back in 24-48 hours. In the mean time, neither my husband or I can move the mattresses because of health reasons. Customer service is not willing to solve the problem