Ashley Furniture Industries Reviews 

We purchased a mattress with my bad back in mind. The salesperson knew my back played a huge part in deciding on which mattress. We had the mattress delivered 8/6/26. I spent 4 nights on said mattress. It was not good enough for my back issue. I returned to the store and told them I needed an upgrade because the mattress we purchased wasn’t good enough. They asked if we had purchased the 90 day protection/ mattress topper??? I said I knew nothing about this. I asked my wife and she said nothing was brought up. I was told there was nothing they could do. Nothing they could do??? How about help us out with a better mattress!!!! Absolutely unacceptable. Not even try to help us out. Just the response, nothing we can do.

Submitting my review for Starmore-Exclusive Panel Bed (King size). I bought the set (bed frame, chest of drawers and night tables) in December 2025. The bed frame broke a couple weeks ago. I was shocked to discover simple plywood on the frame. At the time of purchase, Ashley's rep told us it's made out of mango wood. When I asked the customer service, why I have been lied to? The answer was pretty much: we can lie to you, it's totally your responsibility to check on the website what it's made of. I would encourage everyone who is shopping for this bed to go in person, ask them to remove the mattress and inspect the frame - it's such a weak frame for this bed. My old ikea bed frame (which was the fraction of the price of this bed) is a way better quality. The central "leg" are very flimsy and made out of thin wood sticks, it's ridiculous. Even my old ikea bed has normal metal central holders. Very disappointed in quality. Yes, it looks nice, but the quality is horrendous. I was refused the return, they are just going to repair it. They also dared to call this "cosmetic" issue while on the phone with me. Anyways, I would encourage everyone to spend their money somewhere else.

I'm so angry. This company should be called trashley furniture. My wife went and bought a few pieces from this dump online. Engineered wood. Garbage. I had no idea she did it and I had to put it together. This crap scratches so easily even when you're trying to be careful.!I hate it and if I bought it I would be dumping it in front of their store and refusing to pay for it. Ashley you dodged a bullet because if I paid for it you would be hauling it away in the morning from the front of one of your stores.

We purchased a sofa and two recliners for a little over $5,300.00. These were higher end items for Ashley. Four years after purchasing the leather is deteriorating on one of the arms on the sofa. The leather is extremely thin in this area. I expected better quality.

I'd give less than 1 star if possible. The most UNHELPFUL customer service. Go somewhere else to buy your furniture - after the sale - they don't care.

Great on variety, but they don't stand behind their warranty. Furniture well designed for function, but when it breaks: good luck. I was disappointed in their customer service AFTER the sale.

We ordered a dining room table & eight chairs also a matching hutch. We waited for it to come in & today was the delivery day. When the truck pulled up the guy said they didn't order the 2 piece hutch set & 2 chairs was missing. So we called the delivery center they put a trouble ticket in & advise Ashley never ordered the second piece of the hutch & the 2 remaining chairs were on back order until the middle of September. Nothing was ever said to us that the chairs(2) were on back order. My husband went to the Ashley store with our complaints there was never spoken once I'm sorry or what can we do to make you happy!! Plus the wanted to charge us more money for the bottom of the hutch that they made the mistake on. So my husband just cancelled the hutch & 2 remaining chairs. I remember the sales man talking bad about Bob"s but I ordered living room furniture from them & a bed & everything came no problems. So if you are stupid enough to order stuff from Ashley re-check your order twice. I will never do business with them again.

I have washed my hands of Ashley Furniture in Romeoville, Illinois. This last experience was something else. How did we go to the store pick out an item, scan my bank card ro make a payment and the payment is lost in outterspace. I received a document that was marked "payment didn't go through" as of it was lack of funds on my end, but my bank account transaction was marked as pending. Called the bank while in the store and the bank stated it was not on our end, it was the store. Left with no chest and payment posted to my account by Saturday. No communication from the store, so I drove there 30 minutes on Sunday and was told "I sent and email 30-40 minutes ago to the tech team regarding the issue. You would think someone would reach out to me so I am aware of what's going on, nope.
No communication with the store on a resolve until I went in and the the managers attitude was unsympathetic and then told me I can BUY another and wait for this issue to be resolved. I was truly insulted and angry. I declined and felt communication would have been key and a small apology. What makes this even crazier, the store manager John C lied to my face about what happened and he wasn't even there when the transaction happened. I asked him to bring over the manager that was there the day this happened and he told me there is nothing she can do, I just have to wait. I asked for corporates number and he said they don't have one. I told him at that point I dont know if I even want the chest and requested a 20% discount for my inconvenience once this is cleared up, he said he doesn't know if he would be able to do that. Got home and was called 40 minutes later to say, oh we found the money you can come back and pick up the chest (3rd trip) to finally pick up.

What happened to customer service and what did we do wrong. Went into the store made a purchase and that was it. Just say Ashley's system had some issues, apologize and get to the bottom of the situation. Don't lie to my face!

Ordered a specific Nectar bed frame. A different item was substituted without our knowledge. Store manager had no interest in resolving and corporate had no interest also. Had to go back to credit card company and file Attorney General complaint.

Jose Andrade at the Capitol Blvd store in Raleigh NC offers 5 star customer service. Jose went the extra mile making sure I got the furniture I was looking for, and at a discount I didn't know I had coming! Thanks again Jose!
T. Sharp

We paid $2000 for a sofa. When we received the sofa the reclining mechanism did not work. Called Ashleys’s they set up a virtual meeting with my 82 year old mother with dementia. She had no clue how to join a meeting and we received no instructions so they marked it as we didn’t come to the meeting. They then set up a meeting with a different company to send a technician to look at it. He arrived 1.5 hours late at 8:00 pm and said the reclining mechanism is bad. Now he says we have to order a part which will arrive in 7-10 days and then call to schedule another technician to come install. I guess that means another 3 weeks before we can use the sofa. Also, the original people who came did not even plug the cord to the other end of the couch. Asked about replacing the entire couch and was told no, that the will not do this until they try replacing the mechanism. Is there anyway we can make Ashley’s take this couch back and either replace or refund our money

I bought a sofa for nearly $2,000, and the fabric has torn and is covered in pilling. There are just two of us no children yet the fabric is clearly defective; meanwhile, they only want to repair the specific section that tore. How does that make sense when the fabric on the entire sofa is shoddy? Do they plan to repair a different section every month? It’s absurd. I’ve already requested an exchange for a different model, but they simply ignore me, despite there being numerous complaints about this same sofa. It has been a terrible experience with both the store and the product

I had a very disappointing experience with Ashley Furniture and would strongly caution others before purchasing from this store.

I purchased a couch and TV cabinet from Ashley Furniture, and my salesperson was Kristopher Crummett. Before placing the order, I specifically asked him to confirm the delivery date because I was moving into a new home and timely delivery was extremely important to me. I was assured that my furniture would be delivered on August 5th.

Unfortunately, the delivery was delayed, and there was no proactive communication from the salesperson. I only found out about the delay because I repeatedly contacted him. I called multiple times, and each time there were different explanations involving family emergencies. Further updates about delays were generally communicated only through text messages.

The furniture was eventually delivered on August 13th. The couch was assembled, but the TV cabinet was left in the box, completely unassembled.

I immediately contacted Kristopher. He himself said that the situation was “ridiculous” and told me he would speak with the manager and arrange for the TV cabinet to be assembled. He also texted me that the manager would refund me for the trouble caused.

After a few messages, however, he stopped responding to my texts and calls.

After waiting several days, I went back to the store in person to get the issue resolved. Unfortunately, the manager's response was just as disappointing. Rather than taking ownership of the situation or trying to resolve it, she was extremely indifferent. I was told that Kristopher was “new” and had miscommunicated with me regarding the furniture assembly and refund.

Being new may explain a mistake, but it does not excuse the complete lack of follow-up, accountability, or customer service.

As a customer, I paid for my furniture and trusted the salesperson's representations when making the purchase. What I expected was simple: accurate information, timely communication, and someone willing to take responsibility when something went wrong. Instead, I had to repeatedly chase the salesperson, deal with delays without proper communication, and ultimately visit the store myself just to get someone to acknowledge the problem.

This experience has left me extremely disappointed with both the salesperson and the store management. Poor management and a lack of accountability ultimately reflect on the entire customer experience.

I would strongly recommend thinking twice before purchasing from this location. Taking a customer's money is not the end of the transaction—how you treat the customer when something goes wrong is what really demonstrates the quality of a business.

⭐ Extremely Disappointing Ashley Delivery Experience

I am extremely frustrated and disappointed with my experience with Ashley Furniture.

I purchased furniture expecting a professional delivery service that would place the furniture properly inside my home. Unfortunately, the delivery team was unable to put the furniture in the correct place, leaving me to deal with the problem myself after paying for delivery.

What made the situation even more frustrating was the incorrect and inconsistent information I received from Ashley regarding the delivery. Instead of helping resolve the issue, I was given wrong information about what would happen and what the delivery team could or could not do. This resulted in wasted time, unnecessary stress, and a lot of frustration.

When you purchase large furniture from a major company like Ashley, you expect them to have experienced delivery teams and clear procedures for handling difficult deliveries. I should not have to coordinate additional people or find my own solution just to get furniture that I purchased from Ashley into the proper place in my home.

The entire experience has been exhausting. Between the unsuccessful delivery, poor communication, and incorrect information, I completely regret choosing Ashley.

Based on my experience, I would never purchase furniture from Ashley again, and I would not recommend their delivery service to anyone.

Customers deserve much better service after spending this kind of money.

Never again with Ashley.

Sales personnel at Ashley in San Jose were very professional. The problem is
Ashley customer service once furniture is delivered,
Three years ago Ashley closed their corporate offices in Arizona. There were people. That would handle concerns
Ashley now uses AI Chatbot, and if they are unable to resolve the issue, you get sent to customer service in the Philippines. At no time can you ever talk or be given a name or number of anyone in corporate and although the store will email them with the issues, you will not get a call from anyone. We are still trying to resolve issues.
We spent over $10,000 on furniture and the frustration is the furniture we replaced was was we have previously purchased from them.
If we knew about the changes before our purchase we would have gone to some other furniture store.

Buyer Beware

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Ashley customer service and delivery is horrible. I purchased furniture in May 2026 and each furniture item was delivered individually months apart. One item was scheduled and confirmed to be delivered in Aug 2026, then Ashley changed the delivery to Oct 2026.

Bought my Dad a power lift recliner back on Feb 28th and the evening of April 30th it broke. Started the process on May 1st to get this fixed. And nothing has been resolved… ordering part to get fixed. Tech was out and said a different partners to be order and that was on July 14th. Manager called me on August 8th and said he would be calling back on August 11th. We are still waiting and keep getting a run around when you speak with customer service.
DO NOT RECOMMEND this company at all!! Filing complaint with the BBB.

Was told I would get a quote after a high pressure sales pitch. It seems as if you don't buy something when you are in there they can't be bothered with you. Sometimes you need to measure, or think about things, but they don't work that way. I would have considered purchasing if they had sent a quote as they stated. Too late now.

I purchased a couch based off of its comfy cushions. The couch I received Had cushions as hard as a rock. And they have still not gotten to the level of the ones that I sat on in the store that day. I sat on every couch in that store and it was the only one that had comfy cushions. They would not let me return the couches as they’ve been delivered and accepted. And I spent $4000 to get something. I absolutely hate. I will never ever ever again in my entire life purchased from this crappy furniture store. They just look good. But there products are garbage. Never again. Don’t make the same mistake I did.

I bought a dining table and a couch set for over $5000. Even if they lied that all their furniture is made in the USA, i noticed one year later that the dining table is made in Vietnam (it has a tag under). I also bought a REGUARD protection for 2 years, at their suggestion. After 8 months, the table started to exfoliate and the coating went band. I contacted REGUARD and they told me they do not cover that. In other words, I paid almost $400 for nothing. Just donated the money to REGUARD. :))
They have extremely bad customer service.