Ashley Furniture Industries Reviews 1,121

I am just trying to get through to customer service with a very simple question: I just want to get assembly instructions for the Jesolo Manual Reclining Sofa item# 8670588 before making a purchase decision. The web page for this item states clearly there are assembly instructions.

1) a phone call to their main customer service
number got nowhere. They would only
answer questions related to an existing order.
2) I tried to use chat. Their chat system simply
did absolutely nothing.
3) I tried calling a local store, no one answered,
and I was re-directed to some central
call center. After a few minutes, a human being
responded, but eventually she just told me
that there no assembly instructions. I asked
for a supervisor. She then said I could not
be referred to a supervisor without an order
number.

This is terrible customer service, and it is was absolutely infuriating that you can only ask questions *after* you've made a purchase.

This is insane.

Absolutely the WORST delivery experience I have ever had! First I paid for “white glove delivery” where for $299 we had the pleasure of the rudest delivery guys coming and delivering furniture, leaving screws all over the carpet (what should those have been in anyway?) and bringing a broken end table. They stated that they took pictures and would have someone come fix it. That’s when the real nightmare started! Ashley sent a repair person to my house with no notice when I was 700 miles away. From there I have called, chatted and angrily spoken to 7 people requesting a full refund since they can’t fix it and I didn’t pay for broken brand new merchandise. I have had two appointments they scheduled and then cancelled with no notice, a mysterious package show up with what I assume is the part to fix it and 100% disappointment and lack of resolution. I plan to load it up in my car and go into the store personally and see what I can get to happen… or at least save some other folks the same experience by steering them to literally any other place to buy furniture… even Goodwill. 0/10. Highly do not recommend!

I received great customer service at the store, however, I did buy the "good" warranty and was told if ANYTHING happens to any piece of the couch it will be replaced! My dog DIED on the one piece and the warranty people told me they would not cover it because of:
"6.1.37. repeated incidents of human and Pet bodily fluid/waste stains"!!!!! Um he died ONCE! What a shame for Ashley furniture, I used to love their stores, but now I will NEVER go back there. Not only did I lose my best friend, but couldnt even replace 1 piece of couch that costs them $50 made from a Chinese kid!

It was memorial Day weekend 2025. My wife and I were looking for a mattress for our basement bedroom. It had to be something that would come in a roll. At the bottom of the stairs it is to tight and narrow to fit a box springs. We did our best to find a mattress that would work, we purchased the firmest one we could find. When we got it home and tried to sleep on it we found that the mattress would surround your shoulder if you sleep on your side and won't release you to move and you can't roll over, this not being able to move gave me a backache across the center of my back, similar to one you get when rowing a boat . I ended up with the ability to only get a couple of hours of sleep a night on it. I called the store, they said they would try and find a solution, but in the meantime give it 30 days. I finally quit trying to sleep on it and went back to our bed upstairs. Ashley wouldn't address the issue. I finally got a yoga mat and put that under the mattress cover and slept fine. My wife and I were in town by the Ashley store and decided to stop and see if they had any solutions. The sales clerk found our information on file and said their executive team would try and find a solution, because a yoga mat wasn't the proper way to fix things. It is now 08/20/25. Two days ago Ashley called me and basically said they weren't going to try and help. Click the phone was hung up and that was it. In the mix of all this because we thought they were going to find a solution. We ordered a headboard, dresser, and desk. The headboard holes didn't line up with the frame even though the sales rep said they would. When the technician came he did what I was going to do and drill new holes in the headboard. The dresser on the right hand side has a large gap between the kick plate and the bottom drawer, the technician didn't know what to do about that. The desk, the middle drawer sticks out beyond the others the technician said, "I hate these." then he left and said he was going to be back. That has been nearly a month now. I would not recommend Ashley furniture to anyone.

BUYER BEWARE!! If you buy anything from this store make sure you don’t move out of state for at least a year. Because even though there is nothing contractually in the paper work you signed. When their crappy furniture breaks (and it will) at less than a year old they will do NOTHING to honor the warranty and help you out in any way shape or form.

No refund no ability to ship a simple piece of furniture in 2025. I purchased an entire bedroom set which was delivered to my home on August 17, 2024. As of June of 2025 my king rolled slats are warped and misshapen and I am unable to sleep comfortably and since it isn’t even a year old it’s under warranty. I HAVENT HAD A BED IN 2 MONTHS.

I moved from Texas to California in March and apparently that has led to complete and total ineptitude for the entire customer support staff to wrap their minds around. And I’ve spoken to around 8 different people over the last two months and NO ONE has been able to help me. Instead I was shipped the wrong pieces twice. Then when we finally got to the bottom of the actual piece of furniture that I need to be replaced they told me they don’t ship to California.

I called the corporate office and nothing can be done and no one will help in any way. DO NOT GIVE THEM YOUR MONEY!!! It's not worth the inevitable headache you'll have.

Fell for their mattress warranty deception scam. Bought a mattress got conned with "a 10 year warranty if you buy our mattress cover/protector". Opened the box to put it on and saw how cheap and flimsy it was. I could get a better one for $9.70 @ Target. Since I opened the box, it immediately became unreturnable.
Please don't give them your money!

Staff are extremely rude and will use your personal information to send you rude and hateful messages.I ordered a sofa and it wasn’t the correct colour and arrived damaged.

firstly gave me a sofa which was completely different to what i asked for then when i rang to ask why bridget (the employee who spoke to me ) told me complete lies then when i finally went into the store they said they can deliver me the sofa i wanted but it was $1000 cheaper and they will not refund me and are even making me pay delivery so overall shocking company DONT EVER PURCHASE FROM THERE

A friend bought a new sofa and not only were they waiting over 8 weeks for it when it arrived it came in the wrong colour and without most features promised when they tried to contact the store they were told a lie which was confirmed as a lie when they rang a different location and then the store stop answering there calls so they went to said location and the staff were so rude and they were told if they wanted the sofa they ordered they would have to pay for the shipping and an extra 1000 dollars DO NOT SHOP HERE

I ordered a sofa and clearly requested a specific colour. The company confirmed this was fine, so I waited patiently for delivery. When it arrived, it was the wrong colour entirely.

I phoned multiple times to resolve the issue, but each time I was met with excuses and no real attempt to help. They refused to take responsibility and left me with a sofa I didn’t order.

This has been an incredibly frustrating experience, and the lack of accountability is shocking. I would not recommend this company to anyone — if something goes wrong with your order, don’t expect them to fix it.

I am extremely disappointed with my recent experience with Ashley Furniture. I ordered a sectional and was given a confirmed delivery date with all pieces “available.” I rearranged my schedule and took off work for the delivery, only to have no one show up. When I called, I was told the furniture was back-ordered for two more weeks.

When the order finally arrived, two pieces were missing, including one that prevents me from even using the set as intended. I was then told it would be two more months before the missing pieces would be available.

I opened a case with customer service on August 7th and was told I’d be contacted within 72 hours. It has now been well over that time, I have called four times, and I still have no resolution, no updates, and no alternate contact — just the same promise that “someone will contact you.”

This is not acceptable. I have been patient and reasonable, but I am left with incomplete furniture and no clear timeline or accountability. I would appreciate immediate contact from someone empowered to actually resolve this.

I am sharing this here because normal customer service channels have failed to respond.

Terrible company and very rude customer staff

I bought a recliner but the color I wanted wasn't available. I waited 8 weeks for recliner to be delivered. Not only is it the wrong color, it is the wrong chair. After multiple calls to the store I still have not resolved the issue. The call gets either redirected to another department another person or the person I need to talk to is unavailable who never calls me back. I will never shop at Ashley furniture again.

Awful customer service, total scammers!! The way they are happy to take your money but don’t deliver what you pay for, then make you waste your time dealing with their incompetent and lying customer service is beyond unacceptable !
When I pay a lot of money for a specific couch and you assure me you can deliver what I want, I expect you keep up your promises or be honest with me if it’s not possible, UPFRONT.
But apparently, that’s too much to ask.
Only to find out what I wanted was a lot cheaper than what I paid for but I can get refund and have to pay additional shipping fees coz you didn’t deliver what I wanted the first time??
How is that running a business properly?

DO NOT BUY FROM THEM!!

Recently, I had a deeply frustrating experience with Ashley Furniture at The Curve in Las Vegas. I purchased a sectional sofa based on the price tag displayed on the showroom model. One of the associates spent considerable time with us—over multiple discussions across two days totaling 3–4 hours—clearly explaining that the full sectional was included in the listed price. We also spoke with two or three other team members who confirmed the same.

However, when the delivery arrived, the driver informed us that the middle corner piece—which connects the left and right sections to form the complete sectional—was not included. This was shocking and unacceptable, especially since the item wasn’t marked as a clearance or sale item, and it directly contradicted what we were promised.

We refused the delivery.

Following that, I received a call from a customer service agent who repeated the same claim. After multiple calls, lengthy and repeated explanations, telling that I’m not a furniture expert—I simply trusted the information given to me by their staff. We were assured the full sectional was included, and that assurance was the basis of our purchase decision.

Eventually, one representative agreed to send the complete sectional and confirmed this in writing via email. Yet again, Ashley Furniture delivered only part of the sectional.

This entire experience has been incredibly disappointing. Ashley Furniture misled us with inaccurate pricing on their display model and failed to honor their commitment. I’ve wasted over a month dealing with this issue and missed out on better deals from other stores. Despite all this, Ashley Furniture has refused to make it right. The customer representative opened the case for their management but they didn’t have curtsy to look into it and respond.

I strongly advise others to avoid shopping at Ashley Furniture. Their practices are misleading, and their customer service has been unresponsive and unreliable.

DO NOT ORDER WITH THEM!
In the last six weeks I have had:
- 3 trips to the store
- 9 emails
- 4 phone calls

And still no furniture has arrived.

Excused have included:
- you paid in cash so we cant cancel
- your items are out of stock (then why take our cash)
- your items are didn’t schedule delivery yet (they didn’t tell me to)
- your items are not scheduled for delivery - (yes they are- 4 times)
- your items are out of stock again (no they’re not, I have an email that says they’re in stock from you from yesterday)
- you didn’t sign this one form (you didn’t tell me to)

I am writing this review to warn others not to waste their money on Ashley Furniture’s so-called Protection Plan. From the beginning, my dining chairs were wobbly and poorly assembled. I had a technician come out to tighten them, but the screws kept loosening again and again. Eventually, while sitting on one of the chairs, the wood cracked and broke because it was never properly secured.

I filed a warranty claim, thinking this is exactly what the plan is for, but Ashley denied it. They said structural issues like wobbling, cracking, and loose screws are not covered. That is absurd. If a chair is defective and unstable from the start, how is that not covered under a warranty?

Here is the message they sent me after denying my claim:
“Structural failures which include but are not limited to structural cracking, wobbling, loose screws, and metal breakage are not covered under your protection plan and are therefore deemed non-warranted.”

Basically, they sold me a warranty that excludes the most common types of damage that happen to their low quality furniture. To make matters worse, they told me the great news is they know a technician who can fix it if I pay out of pocket. How convenient.

I believe Ashley Furniture knows their products have these issues, which is why they carefully word their warranty to avoid taking responsibility. This warranty is a scam, and buying it is a complete waste of money. Do not fall for it like I did.

I recently had a disappointing experience at the Ashley Furniture store in Brentwood that I feel compelled to share. I visited the store in search of a firm mattress for my in-laws, who were coming to stay with us. A sales representative named Deondre Moore assisted me, but unfortunately, none of the mattresses met our firmness requirements.

When I inquired about a specific mattress I found online, Mr. Moore assured me it was the firmest option available. He also mentioned a 72-hour return policy, stating that if we were not satisfied, the mattress could be picked up from our home at no additional charge. Trusting his word, I placed an order through the store.

The mattress took over a week to arrive at the Smyrna warehouse. After picking it up on August 1 and trying it at home, I found it did not meet the expected firmness. I called Mr. Moore to express my concerns and ask about the return process. He directed me to the guest response team, but when I called them, I was informed that there is no return policy for mattresses, which contradicted what I had been told.

I then contacted the corporate office, where I was again told that I had been misled by the store representative. I requested to speak with a supervisor but was told none were available and that I would receive a callback. Unfortunately, I have yet to hear back.

This experience has left me feeling frustrated and deceived. I urge potential customers to be cautious and avoid making a purchase from Ashley based on any promises at the store. Transparency and integrity in sales practices are crucial, and I hope Ashley Furniture addresses my concern.

Very poor customer service experience. I and my extended family will never shop at Ashley again. Ashley delivered the wrong size box spring that was ordered and I ask them to deliver it to my new residence or refund the $179. They only offered to deliver to my old residence or for me to bring the box spring and they would replace it at the warehouse. I filed a claim case and had at least 10+ emails and calls where the support reps were reading from a script and ask the same questions over and over, with no one that could see I spent over $6K and would make their mistake right. The local store said there was nothing they could do and that it had to be handled from their corporate office. Hopefully you never have to file a claim or you may share the same experience I did. Ashley certainly didn't care enough to lose multiple customers over $179 and leaving a customer with a very poor experience.

My husband and I purchased a bed set from Ashley Home Furniture about a year ago. We specifically chose what was marketed as the highest tier of furniture quality available—the most expensive and supposedly most durable option Ashley sells. We were excited to invest in something we believed would be long-lasting and high quality.

But within just 2–3 months of normal use, we noticed that the wood veneer on the bed frame had started chipping and peeling—without any damage or misuse on our part. It was immediately clear that this was a manufacturer defect. Even more shocking was discovering that what we thought would be solid wood construction was actually a very thin veneer over a lower-grade material. For the premium price point and Ashley’s claims of quality, we expected much more. This only reinforced how far Ashley’s product standards seem to have fallen.

We reached out to Ashley’s customer service team expecting them to stand behind their product. Instead, we spent nearly six months going back and forth—waiting for updates, following up repeatedly—only to finally be told that our warranty claim was denied. The reason? They said the issue had to be reported within 72 hours of delivery. While we were informed of this policy for delivery-related damage, our claim was not about delivery damage—it was about a clear manufacturer defect that only became visible with time. It’s disappointing that Ashley refuses to distinguish between the two or honor their product warranty in cases like this.

We’re incredibly disappointed—not only in the subpar quality of the furniture but in the lack of accountability and customer support from Ashley. For a company of this size to dismiss a long-time customer with a legitimate concern is truly disheartening.

Bottom line: don’t be misled by the price tag or the “premium” label. Our experience shows that even Ashley’s top-tier furniture may be made with cheap materials—and their warranty process is designed to protect the company, not the customer. We won’t be shopping here again, and we urge others to think twice before making a purchase.