Ashley Furniture Industries Reviews 

If you would like to pay for low quality and poor customer service, Ashley is a good choice.

If it was possible I would give no stars at all. The sales staff were great, however customer service failed miserably. I plac3d my order and 6 weeks later STILL NO FURNITURE! They canceled 4 times so far and I have yet to receive any confirmation of a delivery date! I will NEVER purchase ANYTHING from the Dufresne Group of companies which includes Ashley Fine Furniture!

I shopped for a mattress at the Waynesboro, VA store and was assisted by Will Norman, Store Manager. He offered immediate service and showed me everything there was to offer. Once I had made my decision, he offered all the discounts he possibly could, and I found the perfect mattress at an outstanding price! He was So Helpful from beginning to end and I could not be happier with the service I was provided and with my new mattress! 😊

If I would have zero rating option, I would select zero rating.

They have very worst ever return policy and very miscommunication.

If you are 100% sure that you won’t return the item then buy it otherwise be aware and understand their return policy to avoid roam around over call with customer care and store to return your item.

Don't ever buy anything from this store...it's all cheaply made..you buy an extended warranty and they do nothing for you....their warranty department tells me its not covered because of wear and tear..its literally the frame broken and made of partical board...they lost a lot of business

Jennifer was a great sale person

Horrible quality. We bought a 4k sectional. Upon delivery 2 of the recliners were damaged and didn’t work correctly. They were replaced. After 3 weeks 2 of the face plates on the control panels fell off. I had the super glue them back on. After 8 months the recliner I sit in most started getting a bulge in the seat and is to the point that looks like a rolled up towel is under it. Not comfortable. I sent pics with serial numbers etc as they requested. They sent tech out when part came. After he got it half way apart The part was the wrong hand. So he partially put it back together recorded parts as he found the mechanism was bent as well. They are trying to give me a 15- then 20% discount to keep it and ignore it. I can’t get comfortable in it. They say parts are back shipping 2 months. So now I’m uncomfortable for who knows how long. Don’t but Ashley junk.

I purchased a warranty and it was not honored for the cleaning had 3 company one finally came and said onr thing and reported another i hv more

Last week we purchased a bedroom set from Ashley Furniture. We are past customers who purchased DR, LR and BR sets. We were informed that we would receive a phone call and/or text to confirm the date and time of delivery the day prior (yesterday). That did not happen. I did receive an email with that information from an AI Chatbot. It instructed me to reply with YES to confirm delivery. I did so and have documentation to validate this. Today was a no show so I called the store and unfortunately received customer service overseas. They informed me that the order was canceled or rescheduled but could not confirm who or why the order was canceled. When I finally got the store, I could not get through, nor had the option to leave a VM. My impression is, I got your money now I don't care about how things turned out after the sale or your future business. Needless to say, their standard operating procedures are lacking to say the least. And, their delivery follow up is flawed. Thanks Ashley. You saved me two grand. I just received a call from Ashley Furniture and they did not address any of my comments or complaints and simply asked me when did I want to reschedule. The follow up caller was insensitive and clueless. This company is the worst!

Never Again!! I actually posted a review at the Ashley Furniture site few months ago expressing the importance of examining your furniture purchased before the delivery drivers leave your house because different pieces started to fall apart soon after. I bought a bedroom set, a dining room set, and a desk. Long story short someone from the store contacted me to make it right. That didn't happen... After several visits to my house, replacement of furniture, and repair of furniture the end result is a joke. Example: The desk I purchased was cracking in spots all over. I was told I would get a credit to use to make a different purchase within 72 hours. Needless to say I had to go to the store to activate my credit and wait over an hour before I could actually use the credit to make another purchase! Once I found something it actually exceeded my credit by $30. Instead of just deducting the $30 I had to pay it! Then minutes after leaving the store I get a credit for $10 emailed to use towards another purchase! The sad thing is it wasn't about the money for me. I paid cash for my original purchase in hopes that I would receive quality furniture which didn't happen. I wished I would have read other peoples reviews beforehand. I would have been better off going to a thrift store instead of spending thousands of dollars for 2nd hand furniture! Just know that you don’t get the furniture that you purchase.

Sales staff was solid and upsold us on everything. The delivery and installation is where this experience fell apart. They claimed the headboard was missing parts, and i spent all day calling customer service trying to resolve and they promised they would be back out the same day to install. That never happened. Went to home depot and bought the missing screws for $21 and my pregnant wife and I ended up assembling everything. F this place with the wrong side of a shovel. Stay away - Buyer Beware.

I’m extremely disappointed with my experience as a customer of Ashley. After purchasing furniture, I found their customer service to be completely unresponsive when it came to addressing damages. Even worse, they refuse to take back brand new items if it’s been more than 48 hours, which is unreasonable and very frustrating.

There seems to be no accountability or willingness to help once the purchase is made. Trying to get support feels like a waste of time, as no one follows up or provides real solutions.

This is, without a doubt, the worst customer service I have ever experienced in Canada. I would strongly advise others to think twice before buying from Ashley

I’m extremely disappointed with my experience at Ashley Furniture.

My mom recently purchased a recliner that initially seemed fine in-store, but once she actually used it at home, serious issues became clear. When fully reclined, the chair is too short to properly support her legs, and after sitting in it for a few hours over just two days, it caused significant knee pain due to the pressure. This isn’t a minor comfort issue—it’s a design flaw that made the chair essentially unusable for her.

What’s even more frustrating is Ashley’s rigid 48-hour return policy. There is absolutely no realistic way to determine whether a piece of furniture will cause discomfort or pain within such a short window, especially something like a recliner that needs extended use to properly evaluate. We reached out hoping for some flexibility given the circumstances, but they refused to budge.

The company claims to be “100% proudly Canadian owned and operated,” but this experience made it feel like profits matter far more than people. Standing behind your products should mean more than hiding behind a restrictive policy that leaves customers stuck with something that harms them.

I would strongly caution others to think twice before purchasing from Ashley because if something doesn’t work out, you will be out of luck.

Our 2 new Barrelton couches are DENTED after 1 week!
) See photos!
They are also HARD AND UNCOMFORTABLE.
Our daughter in the USA just purchased this
ЕХАСТ COUCH and hers is soft and comfy!
Hence why we bought two for ourselves!
Ours says Made in Vietnam. Her says Made in USA. How could we have known the product would be DIFFERENT???
The frame was built with a DEFECTIVE PIECE of wood, creating a gap. See photos.
All that's been offered is a repairmen to come in
TWO WEEKS. He can't repair the frame. He'll have to document it. We don't want this furniture because it's HARD (our daughters was so perfect and comfy!) plus it's already indented. It's built like garbage. Now we have to fight with horrible customer service to try to return it. Don't buy furniture from Ashley. I'm not the type of person to complain but this time it's more than warranted.
I want to post our photos hopefully I will be able to.

Not only did the saleperson lie about the color because we questioned it, I can't return it for a refund. You are pretty much stuck with what you have And the customer service people don't care they just keep telling you there is nothing they can do. Management keeps saying the same thing. It's a joke

First order: online order to try leather chair first (instead of ordering whole set). received confirm email same day. shipped timely. no issues.
Second order: online order for the rest of the set. no confirm email for almost a week. online chat and phone support not helpful. called credit card co, and it was on ashley to put the charge through. after the time passed and no confirm email, and ashley customer service saying they didn't see it in their systems - i ordered again.
Third order/Next try for rest of set: online order. received email confirm immediately. A few hours later, I receive an email from the 1st try that it was being delivered. (ugh). I have spent hours now back/forth between ashley and fedex to stop the duplicate. no luck. now have all this stuff coming to my house. ashley won't stop the duplicate shipment and now the first order could be delivered without me home.
Super frustrating. Too much time spent on this.

To fix? Upgrade your systems, Ashley. Why did the charge sit pending for so long? Why didn't I receive an email confirmtion and why did the customer service reps not see the order?

Purchased leather sofa and loveseat. Delayed delivery and only loveseat showed up. We discovered to loveseat recliner mechanism was deffective and the store would do nothing, we had to navigate the terrible "customer care" system. This is a bot that ends up offering a *very* small refund instead of resolving the problem. We eventually interacted with a human that ordered parts, with instructions we were to re-contact when they arrived, which we did. I took a day off work to be here on the date booked, and nobody ever showed up. No phone call, nothing.

Called to complain and they said the appointment had been cancelled but offered no explanation as to why we were not notified.

Booked a second repair date (took more time off) and an hour before we got notification that our appointment was cancelled with no explanation.

I posted a negative review on google and someone named "Jessica" posted a VIP phone number for me to contact her. No response for 2 days, and she never called like she said she was going to do.

We complained bitterly when the only third appointment was almost a month away, and they are booked to be here this week.

Have since discovered that complaints about this company are rampant across many platforms.

I will never buy another Ashley item, and I strongly suggest you steer clear. I would be broke if I ran a business like they do.

The absolute WORST customer experience I have ever had. I should have read the reviews before I spent $2200 on 4 items, 2 of which are busted and NOBODY will help me resolve the issue. I could go on and on, but trust me when I say - DO NOT SHOP HERE! There are plenty of other options. Shopping at Ashley will only lead to wasted time, money, energy, and a lot of stress, headaches, and frustration.

Terrible experience using Ashley.com. Charged my credit card as soon as item shipped, but FedEx lost the merchandise.
No solution offered from the representative I spoke with, just wait 6 more business days to see if delivery system finds the item lost. So I have to call my credit card company to file a claim with them.

At the start all was good. Once the sale was made its a different story. They will not honour the price guarentee. They do not return emails. Basically, we have your $$$, go away.
Sales person Mary.