Ashley Furniture Industries is an online company. Based on 60 reviews on TrustPlane, it has an average rating of 1.2 out of 5 stars. Last reviewed February 26, 2026.
Bought a sofa that comes in a box by the way. The material was wrinkled and has not smoothed out. They are saying this is not a defect! If I knew I would be buying an old looking couch I would have gone elsewhere! Don't waist your time or money buying here. The company does not care about how the product looks, only if ripped or mechanical issue.
They sell you air—stuff they don't have—items that are not in stock and you would only know about it after you pay when you get a receipt that says "our team will let you know when your item is in-stock". This kind of information should be given before the purchase not after. Should be out of business and not allowed to operate.
I strongly advise consumers to reconsider purchasing from Ashley Furniture.I spent over $4,000 on a bedroom set and paid an additional $400+ for professional installation. The sales process was smooth — everything after that was a disaster.The installers arrived hours late and rushed the job. They broke the headboard, chipped multiple pieces, installed drawer rails backwards, left out screws, and damaged two drawers. One drawer literally falls apart when opened.It took nearly a month for a technician to inspect the damage. Replacement parts took 2–3 months to arrive. On the second visit, they forgot to order the drawers. On the third visit, they ordered the wrong parts.It has now been over six months since purchase. I am still making payments on a defective bed. The drawers remain unusable. The case was even marked closed without full resolution.Their solution? A 10% discount.This does not compensate for six months of inconvenience, poor installation, and defective merchandise. Extremely disappointing customer service and follow-through.
Customer service is very poor. Misinformation Everytime you call.I have been trying to sort a service order for over a month - that has been paid for. You can not speak to a supervisor or manager - they are never available. I will never shop with them again. Spending $3000 on a sectionl, that you would think would last a while.. but nope.
Ashely furniture are the worse furniture made in china very very bad quality don’t buy furniture from them .you will be sorry
Delivered a defective sofa, instead of replacing it, they ordered parts and want to use my livingroom as their repair centre... cannot return defective sofa. Defect was noted immediately as it was unpacked. Basically their policy is you do not purchase a new sofa, you pay for a defected one that they will repair weeks later.
Worst company ever. Salesman will literally tell you anything to make a sale. They hurry you through the paperwork so you don't see that you sign all rights away. My father bought a bed from them and was told WORRY FREE PURCHASE we could return it no questions asked. That was a bold face lie. You have to call some foreign country where they jerk you around claiming to send emails that were never sent only to tell you no returns. Not so WORRY FREE, huh. They pass the buck on to Sealy who is being taken advantage of by a terrible company. I would never buy from them again. Literally go anywhere else. They are liars and cheats.
Took the day off work for a 9-12 delivery window. Received a text at 9:39 am stating that they were 15 mins out and to please secure all pets. Waited for an hour and spent the next two hours trying to find out where the delivery team was at that was "on their way". After 40 mins tracking down the "third party company" that they say they do not have any contact information from they said that at 7:30 am they decided our sectional took up too much room on their truck so they did not load it for delivery and the person who should have called to tell me my delivery is not coming is out sick. So they will be happy to bring it another day and not charge me to reschedule! Don't waste your time with this company. Very unprofessional and has no concerns about wasting your time. If I did not already have the ottoman that was delivered by FedEx three weeks ago I would have just cancelled this order.
A defective dresser was delivered today. When I attempted to resolve the situation through customer service, I was met with entire resistance, and the situation was never even resolved. No one was willing to deliver me a replacement for eight days. And then when I just asked for a refund and for someone to come pick up the dresser, I was expected to take off time from work, in over a week later, and wait for someone to come and pick up the defective dresser from my living room and then process my refund. Which I would then receive in 7 to 10 business days. I would expect that it would want to be resolved in a timely manner, and not in whatever fits in the schedule even after speaking with a supervisor I was met with nothing but disrespect, and a lack of desire to resolve a customer complaint. I will NEVER buy from Ashley Home Furniture after the lack of customer service I received today. I just plan to go through my bank to resolve the fact that I didn’t get an item I expected, in the condition I expected, and I’m contesting the charge.
Furniture store · 5144 Virginia Beach Boulevard · Phone +1 757-499-4041 Had the price, purchase, and same day delivery sorted out. All was set. Store had a floor display love seat and sofa they needed sold to make floor space. Great, I'll buy it. Everything was done, then manager stepped in and refused to sell/deliver it for another 2 weeks. At a furniture store, She didn't have a floor crew to move furniture to fill the space. She is incompetent. She stopped the sale. She robbed Chad from his commission. Guess Ashley is doing ok to pass up $3,000 in a guaranteed sale.
We recently purchased the Acklen Place 6-Piece Next-Gen Nuvella™ Performance Fabric Dual Power Reclining Modular Sectional. While there are features that we do like, we are disappointed with, and in hindsight would not have made, this purchase. Here is why: We previously owned an Ashley sectional that was great. Consequently, we trusted that a new Ashley sectional would deliver this same level of quality. Unfortunately, this has turned out not to be true; the quality in workmanship is lacking; and we are quite disappointed.The sectional must sit in an open area, not against a wall. This means that the backside of the sectional is visible. Normally, a reputable furniture brand ensures that the backside of their sectionals maintain the same quality in workmanship as the frontside. It is very sad and surprising to us that the backside of our new Ashley sectional exhibits very cheap workmanship. The connected sectional pieces are not flush, and the backsides of the chairs have 1/2" to 1" gaps between the connected pieces. Even more disturbing, the fabric coverage on the backsides of the chairs is terrible. The skimpiness and lack of quality in workmanship totally screams too little material and excessive thriftiness. The fabric pieces are not finished out properly and are simply horrible. Snce this is a reclining sectional, it is not feasible to cover up the backside with a table or credenza as doing so would impede the reclining motion. There is no good way to hide this poor quality of workmanship. To be fair, the seating is very comfortable, and the dual reclining function is relaxing for watching TV. The battery pack we purchased through Ashley also works great. We do like the fabric color and texture as well. If you are able to place the sectional against a wall, then the poor workmanship on the backside may not be an issue for you. Otherwise, we do not recommend purchasing the sectional. THIS REVIEW WAS WRITTEN FOR POSTING ON THE ASHLEY WEBSITE, BUT THEY DID NOT POST IT EVEN THOUGH THEY ACKNOWLEDGED RECEIVING IT.
Purchased Larce couch Feb 10th 2025, got it the beginning of March. April chaise lounge was sunk in, 1 month old. Rep came out and changed cushions on all pieces. Said if 5 year warranty is not taken, lesser cushions are given instead of the high density cushion. Had a couch 10 years, gave it to my son as still in great shape and needed a couch. Was a couch from the brick, still in better shape than this couch. Cushion was replaced with medium grade, as we didn't pay the 5 year warranty to get high density. 6 months it was sinking(we are not heavy people. I am 5'6, 135lbs, and my spot. Called again, only way to get the high density cushion is to buy it, 170 after tax, after the 3,700 of already paying for furniture. Ok now have done that, gave us 3 business days 2 weeks ago. Called many times, as their chat site doesn't work. So they recommend texting with pictures to their number. This site now rejects any pictures being sent. Going online, reviews from Canadian Ashley reviews say cheap furniture, bad customer service. Buyer beware, wish I would have known this a year ago.
2 things: I called the store (49546) checking what upholstered benches are in stock. I told the sales person the models I was looking for based on the ones I see on their website. It was like pulling teeth. He did know know what was on the floor.So, decided I'll go thru their website since I see what I want there. After putting the item in the cart they automatically add the Protection Plan ($99.99) on a $150 item. There's a note that say I can remove the protection plan upon checkout!!! Can you tell my blood pressure is going up? The customer should be the one deciding if they want this or not. Not you ppl!! Unscrupulous sales tactics!!!
We had a bad experience at this store. We were interested in the 0% financing for 60 months, when we finally picked something out, we were told that we would not get 60 months financing at 0% unless we paid full price for the furniture. We were not happy and declined, and did financing for 24 months at 0%. The manager Mike kept saying there is a price match available if we find it somewhere less expensive, and that we were getting all the Black Friday discounts. We did not get the Black Friday discounts and specials, and when I called about a price match, he just discredited the website that was offering it, Then proceeded to tell me that if they do a price match, our financing goes down to 12 months. I called Ashley's corporate number to see if they can assist, they told me Mike would reach out again to see if anything can be done, Mike never called. The price online also included a chaise lounge, and was still less then Ashley's price with delivery. Also the people sent to put together the couch, didn't know how to, they claimed a clip was broken, we had to wait for the clip to be mailed to us, upon receiving the clip we called to have someone come over and install the new clip, and he told us nothing is broken, they just didn't set it up correctly.Do not go to this store, search around online and save money.
I've been friends with Hailey Jennings for 6 1/4 years. She is thoughtful, caring & wonderful. I know that her co-workers are very thankful to be working with her. She's absolutely terrific.
Horrible quality, and extremely bad customer service. I will notHorrible quality, and extremely bad customer service. I will not buy again from them.I bought a dining table from Ashley two years ago, and I keep to have tightening the screws every month. I have another table in my basement that I bought from another company (Cheaper) and it's very solid. I also bought couches and bought extended warranty for an additional $599.99 that was supposed to cover 5 years. After two years, I have been trying to get some service for these couches, and been on several calls with Ashley and then service company. The service company tells me they don't have any information from Ashley regarding my extended warranty service. When I call Ashley, they tell me they would send the information the the service company. I escalated the topic many times, and waited on the line for 1.5 hours with Ashley trying to get support from higher management. They keep me on hold until I either give up or they hang up. I will not buy again from them
I spent months fighting with Ashley. Because I couldn't get any type of help or resolution I started posting on their LinkedIn page, all that I could post on. I sent a hand written letter to the CEO, that at least starts Escalations contacting you and they are in the US but still no help. I spent thousands of dollars with them, you get higher quality furniture from Ikea. DO NOT BUY ASHLEY FURNITURE, you will regret it and be out a lot of money. I cannot believe they are still in business, I cannot find anything positive about them. These are the most deceptive, low life people you will ever deal with, especially James in Escalations. My account is still restricted which basically means nobody can help you until that is lifted, but they won't help anyway. If you find something positive it is put up by someone from Ashley, not a real consumer. The BBB is worthless to go to, there is a FB group that seems to have some success. For some reason there is no consumer protection when it comes to Ashley. People need to quit spending their money there.
Ashley let us down, we will never consider doing business with them again. We purchased a sectional sofa and recliner chair in a Florida store @ St Augustine. It was just under 5K for all. Three weeks later it was delivered. The delivery guys damaged the wedge section during delivery ripping open the fabric on one corner and exposing the particle board frame underneath. They tried to hide this and other issues too. While inspecting before signing I discovered this and asked about it. They made a call and put their "manager" on speaker phone. They gave us 3 options. 1. Refuse the section and wait 3 weeks for a replacement (we should have done this) 2. keep it and have it recovered with new fabric 3. If we didn't like the repair, we were told we could get a replacement. We wanted something to sit on so we mistakenly took their offer of repair. this was a very, very bad choice. We figured covering the damage with a blanket would be good enough for now and began the waiting game thinking that we would be taken care of. We placed the furniture in its final position later that day, while doing this I also discovered the plastic leg in the back of the wedge was falling off when you lifted it due to a stripped screw and also the pins down below that join the sections together are falling out and the inserts are stripped. I had to go up to Home Depot and buy new parts to fix all this. Needless to say, this is not what one expects to do with new, “expensive” furniture. Three weeks later a package of fabric arrived at our door and several days later a repair guy came to recover the wedge section. We watched while he did this, after removing the cover and exposing the inner particle board frame we were horrified at what we saw underneath. See my pictures below to illustrate this. The back boards were falling down, staples sticking out everywhere, etc. Absolutely horrible. It looked like a 4-year-old cobbled it together using scraps of wood from a junkyard. My wife turned to me and said, "We paid almost 5 grand for this junk"? Yep, we did. The repair guy even told us the rest of the sections are probably like this too and you should ask for a replacement. He recovered the section and left. The repair does not look like new "factory work", the stitching is off, the stuffing is not the same and there are too many flaws to mention here. We took pictures of this and sent them to Ashley asking for a replacement as we just are not satisfied with the repair. Weeks went by, I emailed and called them every day asking for a solution. When we finally did get someone on the phone, they were rude and told me that we needed to send more pictures and claimed that we signed a document stating that we were stuck now with the repair. Looking over all our paperwork there is nothing that says this and we never signed such a document. We quickly realized this was going nowhere. They lied about our options, they lied about signing nonexistent documents, the delivery guys lied to us, on and on. We now have no choice but to file with the BBB and hope we can get a resolution. We wanted to be nice and try and work with them, the final straw was the rude "customer" service lady on our last call. Talking to them is pointless. Lesson learned: do not trust anything they say and if you get something damaged delivered to your house by them, refuse it without question. The bottom line is that our new 5K couch is basically garbage inside and we made a bad choice by trusting Ashley.
I am writing this with utter dissappointment at Ashley furniture. An year ago i bought a couch from Ashley Home store and bought a 5 year protection coverage. Now the couch already shows lot of issues and we tried to reach out to ashley for a resolution and its been 2 months now the only answer i get is some body will reach out to u in 72 hours which has not happened so far. This is unacceptable and down right fraud.
We bought a sectional sofa in January 2026 at the Westborough Ashley Furniture store and paid for it to be delivered into our home. The delivery service was horrible. The two men were unprofessional. They did not wrap or protect the furniture inside the truck or outside. One of the pieces was dropped in the truck when they were putting in on the lift. After they brought the 3 pieces into the house they left the cushions in a pile on the floor and did not assemble the sectional. When we put the sectional together we discovered a 4 inch tear on the sofa material and immediately called the store. The delivery people denied tearing the material and the store said that since the Westborough Ashley store uses a third party delivery service there is nothing the store could do to help us.You cannot reach anyone at the national level because these stores are franchises. You cannot get help at the Westborough store because the owner will not take responsibility for a hiring a cheap, unprofessional delivery company. And the delivery people are not kept accountable.DO NOT BUY FURNITURE AT THE WESTBOROUGH ASHLEY STORE.
According to TrustPlane, Ashley Furniture Industries has a 1.2/5 rating based on 60 verified reviews as of February 2026. Source: trustplane.app/company/www-ashleyfurniture-com
