Ashley Furniture Industries Reviews 

Ashley online customer service is an absolute joke! After i made it through the bot to an actual person, I spent one hour 30 min chatting with a customer service rep who maybe answered 4 sentences. Kept replying let me check and then just ended the chat. No answers. I have never spent this long on a chat to try to get a resolution. Just so very annoyed and po at how they treat their customers. I guess it is worth it to Ashley furniture to treat customers this way knowing that once this happens, we will NEVER buy a thing from them again. So, i hope it was worth it Ashley!

If I could give Ashley Furniture zero stars, I would. After paying a large sum of money for leather furniture, which included four recliners and other pieces, we stupidly bought the warranty for $500. Three months ago one of the chairs stopped working. After multiple calls, a repairman finally came out and said it was the switch and he would order one. We never heard back from them. After numerous calls to somewhere else in the world (where they do not speak proper English) promises were made repeatedly, but never fulfilled. After 10 weeks of this craziness and not being able to use one of the recliners, my husband bought a switch off of Amazon for $20 and we repaired the chair ourselves. By all means, DO NOT fall prey to this horrible company. Their customer service is horrendous!

If I could leave a zero star review I would. Worst customer service. No communication after store cancelled my order 3 times. Will never buy from them again

I bought a recliner, and paid for delivery!! After they left I sit in it and my legs and feet were hanging off of it!!! I tried to get a refund and they said I would have to pay 25 percent restocking fee!!! So I paid 641.00 dollars with delivery fee and taxes! They want to give me 350.00 dollars back!!! They don’t tell you when you sign that you got your furniture, you are signing that 25 percent restocking fee!!! I will never buy from Ashley furniture again!!! Im ripping up my Ashley credit card!!! And we have spent a lot of money at Ashley furniture over the years!!!

The salesman was fine but they gave us a date to pickup said they would call. Well they didn't call so i called them and waz told it did not come in i ask why and was told the salesman would call back, well no phone call so 2 hours later i called back and ask for coach the salesman only told that he stepped out i told the lady my name and was told that told that my chair was in after being told earlier it wasnt on the truck, and still have not got a phone call from anyone at ashley furniture, i will not be buying from ashley furniture again

Great salesmen, worst customer service ! I cannot get through to the store I bought my furniture from directly.! I keep getting a call center. I am beyond frustrated.. I will NEVER buy from Ashley again. Period.

I purchased furniture 3 years ago and was conned into purchasing their extended coverage for my purchase. While in the store, I asked 10 different times as to whether the extended coverage covered pet damage such as cat scratching or dog chewing and was told YES every time. My husband was there and witnessed this. I went to use the coverage only to be denied due to the damage being caused by a dog and not from them pooing or peeing - which is easier to clean then bite marks! I spent just over 10K for the furniture and delivery and then 1300 for the warranty and even though I am NOT getting the coverage I specifically questioned if it was covered and was told yes- I am stuck with a damaged headboard from a pup. I am beyond upset and will NOT EVER purchase from Ashley Furniture ever again! This is their last time. I had tried them 20 years ago and fought for 6 months to get my couch fixed that broke 6 months after purchasing. never AGAIN!

I will never buy or recommend anyone to buy anything from Ashley furniture. I have been waiting 4 weeks on my refund which I paid cash . They are very dishonest they just say anything to get you off the phone. Do not put anything on layer way they will give you the run around .about your money. Very disappointing!!!

If this review helps even one person avoid what I went through, it's worth writing.

I spent over $1,500 on a bed that completely broke after just two years of normal use. When I contacted Ashley, I was told that because the one-year manufacturer's warranty had expired, my only option was to buy an entirely new bed. There was no effort to offer a reasonable repair solution or stand behind the quality of the product.

You can buy furniture from many places. Based on my experience, Ashley would be my last choice. The lack of customer support and willingness to help after such a short product lifespan was extremely disappointing.

I purchased Ashley outdoor furniture and was very happy with it at first. The furniture did wear faster than I anticipated or hoped for.
I ordered replacement cushions, which were expensive ($1,700) but still a cheaper option than replacing all of the furniture.
Their parts department is a scam. I purchased the cushions in March and I have called the parts department multiple times to see where they are. It is now July and they are telling me that the cushions are back ordered once again until September. They keep the cushions stocked in the store, but will not just send them directly to you. The customer service in the parts department is nonexistent and when you call Ashley customer care no one can give you an answer because they are separate from the parts department. I don’t recommend shopping at Ashley.

I wouldn’t recommend Ashley’s furniture to anyone. We bought a new sofa and loveseat & within a month, the cushions broke down & it was like sitting on the floor & the arms had padding in some places, but not others, causing bulges in the fabric. When we called Ashley’s they did send a repair technician out on two occasions to fix the same problem but they couldn’t fix it, & it looked worse after than it did before when they got done. After sending Ashley‘s pictures & video of what it looked like before & then after & they did an exchange & about 2 months after they exchanged it, it did the same thing. When we called to tell him about it, they gave us a hard time and we’re full of excuses, saying that’s how it’s supposed to be from the factory and nothing was wrong with it but what they didn’t know at the time was II recorded the entire delivery when I sent them the recording & made a complaint with the Better Business Bureau & the FCC their story changed instantly & they told me they would exchange the Sofa & Loveseat out with something different. I went to the Ashley store, picked out a Sectional Sofa waited a month for it to be delivered and when they brought it, they only brought 3 pieces of it “not the complete sectional” they said the other two pieces were on backorder & they didn’t know when I would get it. The delivery guys went outside I thought they were going to get something else off the delivery truck but they left after I came back inside & looked the three pieces over I saw why they left in such a hurry. The back of two of the pieces looked like someone had burnt/scratched the fabric & when I called to find tell them about it they basically said I was lying & there was nothing they could do so again I sent him the video & their story changed quick and I agreed to exchange that one out and when they brought this one, they did bring all of it, except the Ottoman, After looking it over I noticed there are small holes in it where the wood is showing, fabric is fraying , thinner in some places looks like it’s about to tear, & finally the cushions are broke down & I haven’t had it a month yet. Ashley’s furniture did admit to fault & said let’s get this taken care of ASAP & that was the last thing I heard from them & that was over a week ago. I don’t like making complaints, but it seems like that’s the only way to get Ashley‘s furniture to honor their policies & contracts. I don’t know what happened to Ashley‘s furniture, but they used to have some really nice, good quality furniture that would last forever if we would’ve known they were like this now there is no way we would’ve bought anything from them. I guess the moral of the story is don’t shop at Ashley‘s & if they’re giving you nothing but excuses make a complaint with the BBB & the FTC.

Quick to sell you something, very slow to get it to you! We ordered our furniture in May a have yet to receive the remaining pieces. I tried getting a straight answer from the limited customer service available but just continue to get the answer that it is back ordered until "next week"... every week; seems a little odd, right? Since I haven't been able to talk to anyone aside from an "agent" I'll just continue to sit and wait for my items and hope that they get here before I move or better yet, just up and die since it may just take that long! Purchase with caution knowing that you may have to wait for your items and get radio silence until they are finally available.

I truly have no problems with the staff. And the stores I have ordered $4000 in living room furniture in the last year. Including 2100 this past visit, and it comes damaged. They deliver it, they tell me to call the store. This is the last time I'm dealing with this company last time. They screwed me on delivery this time. They're giving me broken furniture for $2000. I'm glad I put it on their card. And it will be resolved, or it won't be paid for I can't deal with a company that gives bad customer service and again. It's not the people in the stores. It's the delivery companies and the warehouses and i'm tired of wasting money on the companies that treat you like s*** and doesn't follow through on things do not order from this company

I would say buyer beware.

We were traveling to a wedding and saw the luxe warby cabinet that we loved made by 4 hands out of Austin.

During the purchase, the manager stated that this was a direct ship item and the sale was final. This concerned us, so we called the Dallas store for inventory. They stated that they did not have inventory but could order it for us.

We then asked the store we were visiting if it made a difference if we ordered it from them or Dallas - and the only thing they said to us was an advantage on sales tax by ordering from them (a different state).

This is where they should have said “we are a franchise store” and not a company-owned store so you will not be able to solve a problem if you have one.

Bottom line, the company honors a 7 day exchange that the franchise store does not and were unwilling to help solve a problem that the cabinet would not fit around an interior wall.

So buyer beware - find out if you are working with a Franchise store or not.

Believe us that we tried to resolve this in any way possible, but the franchise and the company are not willing to provide any form of remedy for our situation

This is the worst store I have ever seen! Please do not shop here! They lies about getting your furniture to you. They have gave me two different dates!

The buying experience was wonderful, but the DELIVERY EXPERIENCE was horrible!
I'll never purchase again!!!!!
Had delivery date for the 14th and 15th and request the 15th for both, due to missing 2 days of work and I was told it's impossible!
Received a message on the 14th....15 minutes away, after rushing home, received another message 2 hours away. Headed back to work, received another message I'm here! On the 15th (today), I was told I'm the 1st stop, eta 0915, received another message nearby, arrived at 1030.
No delivery system in place, guys are rushed like there's a house on fire!
Foolery!!!!!
Note: This Jenny app isn't accurate and will cause ASHLEY to lose customers!

I received my order bubble wrapped instead of in the actual box. The headboard was scratched/dented and was missing some piece. Since i am missing a leg for the headboard of the bed I can’t install it. Now they have ordered the pieces but have to wait another 2-4 weeks after waiting 4 weeks to get the bed. I then asked to at least have them pick up all of the pieces that I have here so i dont have boxes spread all over my house for 2-4 weeks while I wait but apparently they won’t do an exchange even when the error is on them. So I have paid full price for a “new item” that arrived not in it’s original box, so basically not what I paid for. They ordered 3 new parts to fix it but i have to wait another 2-4 weeks with absolutely no compensation and have to figure out where to put a full extra bed frame in my house. Customer service/ appreciation ia 0/10. First and last time i will order from Ashley furniture

Ashley has a price match guaranteed policy. As long as its the exact match. So I found an item at a cheaper price. It wasnt a brick and mortar store so we couldnt use it. Ok so now I found a brick and mortar store which is actually a few stores down from ashley. They still cant do it because the price is to low. Like seriously. Each time its a different issue why they cant match the price. I have a store credit from Ashley as to why I didnt go to the store with the better price. Ashley and there policies that they pick and choose to follow sucks.

I strongly recommend avoiding Ashley Furniture, no matter how attractive the price may seem.

We purchased two Bradney swivel accent chairs that took more than a month to arrive. I took off work for a Tuesday morning delivery, but Ashley changed the delivery window three times and then never showed up. We heard nothing for two days. When the chairs were finally delivered, that window was changed twice as well, and they arrived in a rental truck because we were told the Ashley truck had broken down.

The chairs were left sitting in our driveway, out of their boxes and wrapped only in torn plastic. When we unwrapped them about a week later, we found poor craftsmanship, missed stitching, loose threads, and a puncture hole.

Customer service was even worse. Ashley repeatedly placed the burden of solving the problem back on us. One representative requested photos and promised to find a solution. Instead, we received an email two days later saying parts had been ordered and that we should call to schedule a repair. This was never discussed with us or approved. Are they really planning to reupholster two brand-new chairs instead of replacing the damaged furniture they delivered?

Ashley also claims damage must be reported within three days, despite its own failed delivery and the condition in which the chairs arrived. I am now disputing the purchase through my bank.

We are stuck with two damaged chairs and no acceptable resolution. The delivery was unreliable, the quality was unacceptable, and the customer service was atrocious. Pay more and shop somewhere else.

FURNITURE COMES WITH PROBLEM ALWAYS! PLEASE DO NOT SHOPPING ASHLEY FURNITURE ! DO NOT FINANCING WITH ANY COMPANY RELATED TO ASHLEY FURNITURE. THEY FAKED MY SIGN SAYING I AM LEASING. I PAID OFF FOR THE FURNITURE BUT THEY PUT ME IN THE CONTRACT FOR LEASE I PAID OFF MY DEBIT BUT I DIDN'T SIGN A CONTRATCT FOR A LEASE. FURNITURE CAME WITH DEFECT! I NEVER EVER IMAGINED TO DEAL WITH NOT HONESTY THIEVES COMPANY. STAY AWAY FROM ASHLEY FURNITURE YOU WILL THANK ME LATER. THEY WANT SELL BIT DON'T GIVE A S AFTER THAT!