Ashley Furniture Industries, Inc.Reviews of ashley.com

I ordered as a first time customer. I paid EXTRA for white glove. I got this Rocker recliner sku 2420425 that is not as described, doesn't rock as it should, and I asked to return it. I was advised I should have told the delivery people when they were here. I did not know that! The delivery people dropped the furniture off, took some photos and said sign here. They did not mention anything about checking the furniture to make sure that I liked it or make sure that it was okay and not faulty, which it is, it doesn't rock right they never mentioned that at all I'm thinking it's cause I was the last delivery of the day and they probably wanted to go home, typically drivers of deliveries like this do not take furniture back while there in the middle of delivery typically they tell you to contact the company, however I was severely upset to find out that Ashley Furniture said I broke the T&C because I didn't say anything to the delivery drivers. They NEVER ASKED ME TO INSPECT IT BEFORE THEY LEFT, NONE of thr updates I got told me to check before they left!! When I contacted customer service and I told them the chair was not rocking properly I want a refund. They told me I have to keep it. They did escalate it for a claim 11202597 however. I PAID extra and because I paid extra for delivery they are telling me I can't return this item that does not neet description per the website and doesn't Rock properly. What kind of sales practice is this company operating on, I simply want to return this item and get my money back. The website says 30 day returns!! I am absolutely appaled as a first time consumer and will not be recommending Ashley to anyone. I work in customer service and exceptions are made in cases where items are faulty and the consumer can return.

I ordered a couch from Ashley online. They gave me a delivery date of yesterday from 4:15-7:15pm. We ended up waiting all the way until 10pm then they only delivered HALF of my couch its supposed to be a L shaped sectional but all I have is the I part due to the other half not having a zipper holding the stuffing in so it was all popping out. So now I have half a couch I got a hold of someone via chat, they told me that they cant do anything I am going to have to wait for someone to reach out to me??

If I could give zero stars, I would. Ashley Furniture is hands down the worst experience I have ever had with a retailer. Their furniture is absolute garbage—cheaply made, flimsy, and falling apart within just a few months of normal use. It’s clear they don’t care about repeat customers because their entire business model relies on first-time buyers getting duped by their showroom displays, only to realize too late that they’ve purchased overpriced junk. And don’t even think about expecting decent customer service. Once they’ve got your money, they couldn’t care less about making things right. If you have an issue (which you will), prepare for an endless runaround, excuses, and dismissive responses. They make the return and refund process as painful as possible, likely hoping you’ll just give up. When they do finally approve a refund, expect to wait a ridiculous 60 days to get your money back. But if you financed through their Ashley Synchrony credit card, buckle up—because Synchrony will then make you wait another 15 to 30 days just to issue a refund check. So what does that leave you with? A BBB complaint, NO couch and no money to buy a new one for up to three months. It’s beyond unacceptable. The lack of accountability, the awful product quality, and the atrocious customer service make Ashley Furniture one of the worst companies I have ever dealt with. Do yourself a favor and stay far, far away.

I deeply regret purchasing from Ashley Furniture. My experience has been marred by repeated failed delivery attempts, poor communication, and subpar product quality. What began as a promising in-store experience quickly devolved into a frustrating ordeal once payment was made. The delivery process has been chaotic and unreliable. My furniture delivery date was postponed multiple times without explanation or apology. Despite receiving confirmation emails, delivery dates were repeatedly cancelled. One automated call even claimed my delivery would arrive in two minutes—only for it to be rescheduled yet again. To date, I have faced three failed delivery attempts, and the ongoing confusion has made it impossible to plan around their promises. The furniture I did receive as part of my order was of disappointing quality, including a noticeable defect in the armchair—a far cry from what was expected when I made this purchase. Communication with Ashley has been equally unsatisfactory. It feels nearly impossible to reach someone who can provide meaningful assistance. The post-purchase experience starkly contrasts with the attentive in-store service, giving the impression of a bait-and-switch tactic. I would strongly caution anyone considering Ashley Furniture to think twice. Their inability to fulfill commitments, paired with substandard customer support and product quality, makes shopping with them an unnecessarily stressful and disappointing experience. I would encourage others to explore alternative furniture retailers to avoid the frustration I’ve endured. Ashley Furniture simply isn’t worth the risk.