Ashley Furniture Industries Reviews 

Terrible customer service. Multiple calls to get a part that costs 50 cents. Customer service goes a long way if you ever buy from a store again. I will not be purchasing from here again. They failed on multiple levels.

we are return customers to your Naples store. Our sales associate was Gabriela O'Reilly . She was not only friendly but very helpful in finding just what we needed. We highly recommend her and this store for our furniture. Delivery is great fast and professional. Thank You Gabriela O'Reilly , Cece Drake

Worst experience I have ever had with a company. There is no customer service to speak of. Forget getting anyone to answer the phone if you try to call and get answers about Jenny, “The AI BOT” who texts you to say your delivery has been cancelled for no apparent reason. When they finally arrived to deliver part of our order, they had the wrong size mattress on the truck….they left it anyway and it took me four days to get someone to come pick it up…as of this review, they have still NOT credited my card back for the cancelled order…almost $6000! DO NOT BUY ANYTHING FROM ASHLEY FURNITURE.

Made the mistake of going to Ashley furniture. As a repeat customer from previous purchase paid $2300 for a mattress and adjustable frame. When the bad was delivered.received, a call that a drawer was broken and a repair person would have to come out and fix it; however, after the delivery people left the bed was way too high and I called to get them to adjust it. was told that they don't do repairs or adjust the bases. I would have to go through a manufacturer at that point I said I wanted to return it, they said that they couldn't do it. It would have to transferred back to the store when I was transferred to the store They said, oh, no customer care can take care of it. And I told them what customer care had told me. And they said they would have to ask like this to the store manager and give me a call back. I don't expect a call back, but either way. I would not recommend Ashley. They don't service. It should be customer. Just received a call back from Ashley. With stole, they were going to send an email to get a technician to come out. But could not tell me when to expect a call back. All they could say was sometime today. So we shall see

Less than a month after buying it, we had six different repair people come out to try and repair the recliners. Did not work. They took the furniture back and we spent $2000 more to upgrade the furniture and it is worse than before.

The LOGISTICS Team and whoever scheduled the stops did an absolutely terrible job! Did they even use a map?? The calls, texts and emails this week never stopped, maybe you could have put more time into how many stops and the order in which they should be done. Our ‘window’ was 2:30-5:30 but the first text this morning showed est 1:30, then we continued to get changes constantly until we got the final text: 30 minutes away which would be a 5:42 arrival but they did not actually arrive until 6:30. The DELIVERY guys on the truck were great the rest of you did such a poor job that I will be sharing this exact text on all my social media AND ASHLEY’s. Totally unacceptable.

If I could rate them in the negative I would. I purchased a $3000 couch and it was delivered with a damages and deficiencies. I was told to use their "chat" to start a claim which I have several time and got no where. I finally contacted customer services and someone sent me an email to send pictures which I did. I emailed them twice after the initial email, no response. Then I received an email from someone by the name of "Jenny" that said "hi there" and nothing else in the body of the email. I responded twice, no response back. I called customer service again, spoke to 2 different people, both said that they did not receive the email and one asked that I email her directly. I did, was on the phone for 32 minutes and all she kept saying was "oh my god". Not sure what god has to do with this. She did not get the email and after 32 minutes, I got disconnected, no return call. I calmed myself down, called the next day, spoke to another INCOMPETENT person, then decided to email the chat "existing claims" and after going back and forth for over 10 minutes, I was told that they do not replace damaged furniture and to send pics AGAIN. I finally called our sales person and he was great but not confident this is going to work out. I thought the Brick was bad, Ashley's takes the cake. Good thing my American Express does chargebacks because that is my next step. I will also process with contacting the Better Business Bureau and the Ministry of Public and Business Service Delivery and Procurement department.

Buyer beware when purchasing extended warranties from Ashley Furniture Glendale Arizona.
My wife and I purchased a couch, loveseat, and bedroom set along with an extended warranty. At the time of sale, we were told by the salesperson, and the manager who approved the purchase, that if we never used the warranty during the five-year period, we would receive our money back.
After five years passed and we had never made a claim, we contacted Ashley Furniture and were instructed to complete paperwork for a refund. Over the next several months, I called four different times and was repeatedly told that they could see the check in the system and that it would be mailed out.
On my most recent call, however, I was told that prior to 2025 Ashley Furniture did not offer refunds on unused warranties and was asked if it was written in the contract. While I admit we should have reviewed the contract more closely, we relied on the information provided by the salesperson and manager when making our purchase.
It’s disappointing that customers can be told one thing when buying a warranty and something completely different when it’s time to honor those promises. We trusted Ashley Furniture and feel misled by the information we were given.
Has anyone else had a similar experience with Ashley Furniture and their extended warranties?

Purchased a table and chairs online and initiated a return. I have received my money back after much arguing with the chat system (the person I encountered on the phone was unintelligible) was finally refunded the money for the chairs but the table they refused to refund me for until it is received at the warehouse. Unfortunately they decided to send it to the wrong warehouse and now it is ping-ponging around the Midwest and there have been no further updates on FedEx tracking since June 15th.

A very sarcastic chat support person calling themselves "McBert" said I was crazy. That rudeness was the final straw.

If I could review with zero stars I would.
I ordered 2 planter boxes w/trellises from the Ashley Furniture website. I live in CA and was shipping them to my daughter-in-law in UT. The day after I placed the order I got an email that said that my order had been declined. I called their customer service line and the representative explained that their system didn't allow for drop shipments. What? She did explain that the system could be overwritten if I called 1-877-313-1205. I called and gave a brief explanation of my order and that why it had been declined. The very rude rep told me that I was trying to commit fraud and of course they wouldn't except my order. What? Why is buying something using a credit card from one state and sending a gift to another state fraud?

Ashley Furniture does not stand behind their warranty! We boat a 3 piece reclining set of furniture with an extended warranty. Less then one year the love seat headrest material started flaking off! We called Ashly and they gave us the run around! We drove to the Fort Wayne distribution center and a young woman explained to us that she would replace the recliner but we would have to pay for the delivery and the repair!!! I have called the main company and have not been able to get above the complaint department. No one speaks English!!! This is what are head rest looks like!! I do not know who or how to get hold of a person at Ashly Furniture that will comply with the warranty I bought and fix my furniture!!!! I will never buy from this furniture store again!!!!

My husband bought the Next-Gen Dura Pella power lift recliner for me as a surprise as I was scheduled to have hip replacement surgery and needed a good recliner that I would be able to sit in and sleep in for 2 weeks. This is the most uncomfortable piece of furniture we have ever bought. It is almost like sitting on a piece of furniture made of stone. The foot rest is not long enough for me and I'm only 5'2 so my feet hung off of the end of it. I could not sleep in it, I could not sit in it, I could not move in it. We wound up renting a hospital bed just so I could get the rest and support that I needed. I was very disappointed and I would not recommend this piece of furniture for anyone.

Never again, I’m done. When I bought the $3500 mattress I asked if delivery was free, Yes. I asked if they would take the old mattress with them, Yes. But when the delivery guy arrived they wouldn’t take the old mattress away. They said there was a stain on the mattress and it also needed to be wrapped in plastic. WHAT! I asked where the hardly visible stain was and it was pointed. out. Old stain from iced tea that had seeped through the mattress cover. It was NOT body fluids. So they left and now I need to drag the old mattress 175ft down the driveway for pick up. I’m 82 years old. Nothing about stains or plastic wrap was ever mentioned when I originally asked my questions. I do not need this kind of drama. Why do they care if there are stains? Are they going to resell it? :)).

Add me to what seems to be a very long list dissatisfied customers.

If you can give them a no star that is what Ashley Furniture would receive from me.

For those that are looking to buy furniture from Ashley Furniture, all I can say is good luck.

I would never recommend anyone buying from them, and after reading reviews we should have known better to even go there.

We purchased a complete sectional 2 months ago. They have cancelled delivery 4 times, and each time they cancel it’s because a different piece of the sectional is missing. This means instead of fulfilling our order they keep taking a piece from our set to give to someone else.

We are glad we did not pay for it at the time of purchase or we would be fighting like hell to get our money back. Customer service offered us a 5% discount after the third cancellation. What a slap in the face!!! After the 4th cancellation for delivery, we finally cancelled the entire order. We were even contemplating buying a patio set from them but that is not even in question now.

Do not shop at Ashley!!!!!!

We have owned this chair for less than 3 years and it has a hole in it. The warranty was denied and I was told it’s only for stains. So the hole with stuffing coming out doesn’t count.

On May 21st my daughter and I went to Ashley furniture, we wanted to find a low profile bedroom set for my wife, who has recently become disabled, we worked with Hayden, when we found a bed that would work for her, we started to ask some questions of Hayden, he was responsive but he did ask who this bedroom set was for, I told him it’s for my wife, he then glared at my daughter, I told him this is not my wife, she is my daughter, his response was, well we do live in Utah and you just don’t know, this did not sit right with the two of us, I told Hayden that I may be back tomorrow, I went to a few other furniture stores to get pricing, I went back to Ashley sense they were the lest expensive, on May 22nd I payed $2675.59 for the set, Hayden guaranteed that everything would be delivered on May 30th, when the driver Erick came at 8:45AM, he only had the box spring and a mattress protector, I asked Erick when the rest of the product was, his response was I don’t know but I will have my dispatcher call you about it, to this day I have not heard from the dispatcher, I went to the Ashley store on May 30th at 10:00AM when they open, I spoke to Spencer who claimed he is the store general manager, mind you this was only a little over an hour from the delivery time, he looked into the situation and said because I did not respond to a text, the product was sent to the next person in line, he made it be my fault, I did respond to the confirmation phone call on the same day, Spencer told me that the full delivery of the missing piece would be on June 4th, on the morning of June 2nd I had an Ashley customer service representative call me, she said that unfortunately they cannot deliver on June 4th due to a shortage on product, but she will set the next delivery for June 6th, I asked is the guaranteed, her response was no we cannot guarantee it at this time, I went to some other furniture stores and found the same bedroom set for less money and it was in stock, the person at that store showed me the Ashley ordering screen and availability of product, the side rails for the bed were on back order and would not be in Los Angeles until June 20th, so it would appear that Ashley was going to string me along until then with false information and delivery dates, I paid for the second set with the new store, I went back to Ashley to cancel my order with Spencer and to get a refund, that Spencer said would happen, this was on June 6th they were sending me an email concerning everything, or so I was told, later that day I went to my email and I had a receipt for $424.42, I went back to the store for a explanation, Spencer had left for the day, I spoke with Madeline who I was told is also a manager, she looked it up, and she said that I was going to receive a full refund of my $2675.59, on June 6th a driver Antonio pick up the box spring and mattress protector, he asked me what was going on, I told him I canceled due to these broken promises, on June 8th I was refunded $2051.19, this is still short $624.40, I figured I would give it a few more days sense Hayden done this on two different tickets, on June 12th I went to the Ashley store to ask about my remaining refund, Spencer was off that day, both Hayden and Madeline were in, I explained all of this to Hayden he had a gentleman named Noah contact a person in California concerning my request, a few hours a later Hayden called me and said I was only going to receive a refund of $424.42, when I asked why he said it was because I did not make contact with Ashley Furniture with in the first 72 hours of delivery, so the delivery charge of $199.98 will not be refunded, now going back I was at the store talking to Spencer, an hour after Erick the delivery driver left my home, so the is not right and is a bad business example, I have received the refund of the $424.42 on June 13th, I will go other avenues in order to get the delivery charge sent back to me, in my second conversation with Spencer, he mentioned that my daughter had called on on May 30th, I am under the impression for both parties that this conversation did not go well, my daughter submitted a review on Ashley, Spencer asked me to talk to my daughter and have her remove the review, because it reflects on him more so than his store, I will not have here remove the review, Ashley just needs to treat customers better.

I am extremely disappointed with my recent experience with Ashley Furniture's delivery service.

We were given a delivery window of 8:00 AM to 11:00 AM and planned our entire day around that timeframe. By 10:30 AM, having received no updates, we called to inquire about the status of our delivery. Only then were we informed that the delivery team was running behind and that our delivery window had been pushed back to between 11:00 AM and 2:00 PM.

This last-minute change significantly disrupted our plans and obligations for the day and coste $360. What made the situation even more frustrating was the complete lack of communication beforehand. Had we not called, it's unclear whether anyone would have notified us of the delay at all.

To make matters worse, there was no consideration given for the inconvenience caused—not even a reduction or credit toward the delivery fee. Customer time is valuable, and it appears Ashley Furniture places little importance on honoring scheduled delivery commitments.

After reading many of the other negative reviews, it seems that delivery delays and poor communication are recurring issues rather than isolated incidents. Ashley Furniture may have quality products, but their delivery competency and customer service surrounding deliveries leave a lot to be desired.

I hope the company takes these concerns seriously and improves both its communication and accountability when delivery schedules are not met.

UPDATE: after speaking with their customer service line, we have just been informed that the estimated arrival time is 5:30 p.m. which means we will have wasted 9 and 1/2 hours of our day and got nothing accomplished before their expected arrival.
This is beyond atrocious this point!!

I have purchased furniture from this store (Whitehall, PA location) in the past and never had an issue. We went in with the intention to purchase a living room set at about $4,000. We ended up spending about $7,000 on a set and additionally we purchased a mattress for about $4,000.
The manager sold us the living room set and the general manager helped with the sale of the bed. We nearly spent double of what we intended.
The issue is not the price, rather we were lied to about the living room set by the manager. We were told it came with the batteries and we would not need to plug the set into the wall. This was our main purchasing point as our living room has an odd set up. Upon delivery, there were no batteries. I called the store and spoke to the manager with the intention to refuse the delivery. She told me to not refuse the set and that she would credit the account for the cost of the batteries (it would be a few hundred dollars for Ashley batteries). I trusted her and took in the delivery and was never credited as promised. I called the store after a few weeks and never received a call back. I called the general manager directly (on his cell phone)and left messages, left texts, and never received a call back. I called the Ahsley customer service/ care number for this store twice and spent 35 and another 50 minutes explaining what happened and was assured there would be resolution and that it would take 72 hours to hear back from them. Its been weeks and no one from customer service/ care ever called back or emailed me.
Countless attempts to speak to the store manager, the general manager, the stores customer service/ care team and no one will get back to me.
It is so sad knowing that after spending about $11,000, I am treated this way and ignored and or pushed aside.
Though I like Ashley furniture, I will never go back to this store and I will be seeking legal advise, as these 3 batteries are severely hundreds dollars on the Ashley website. I have time stamped phone logs, text messages to show every call, and text I made, including at the time of delivery, which I was on the phone for 20 minutes with the store manager as she convinced me not to refuse the order.

If you are ever told anything from this store before you make the purchase, get it in writing. We were lied to and then discarded by not only this stores management team but also by this stores customer service/ care department.

I truly regret walking into this store.

Every time, i schedule a delivery, it gets canceled due to delivery issue with one of items. Been over 2 months and each time, Ashly cancels and reschedules. Also, my mom is elderly and she had to go to store to have employee go to her home to take out box spring. If it was not taken out, she would have fell off her bed and broke her hip. And, this was after at least a month to schedule a pick up of box spring that never happened since one of her item was delayed. Worst customer service. Dont shop here.

I purchased a Kegler model recliner back in April, this year at the Raleigh Capital Boulevard store and have found this chair to be one of the most uncomfortable chairs I've ever sit in. The only way to get comfortable is to fully recline it all the way back and to find out that my bottom maybe it's slightly better for comfort. Sitting in it with it reclined and upright is very uncomfortable. I have purchased a 2-in piece of foam to put under a chair cover to try to make it better and that doesn't work. I would not recommend this chair to anyone as it is one of the most uncomfortable chairs I have ever sit in. It definitely has been uncomfortable from day one when I brought it home. Don't sell this anybody else if they what comfort.