The Popular Furniture Chain You Might Want To Avoid In 2025, According To Customer Reviews

Buying new furniture for your home is often a long-term investment, which means quality and longevity are imperative. Before you choose your next sofa, dining table, or bed frame, consider the company you are buying your furniture from. Customers often give feedback that can help you decide whether a certain merchant is reliable, and you might be surprised by which national brands have a slew of criticism. In fact, the furniture chain with some of the most scathing reviews is Ashley Furniture. If you're looking for where to go to get the best modern furniture and decor that doesn't break the bank, you might want to look elsewhere.

Is Ashley furniture any good? The truth is, some homeowners warn against purchasing from this retailer, as their quality and customer service have gone downhill. They currently hold an average 1.6-star rating on TrustPilot, with several reviews echoing the same complaints. One of the most common issues is buyers receiving the wrong color or model, and Ashley refusing to offer a refund. One customer shared on TrustPilot: "I bought a recliner, but the color I wanted wasn't available. I waited 8 weeks for the recliner to be delivered. Not only is it the wrong color, [but] it is the wrong chair. After multiple calls to the store, I still have not resolved the issue." Another reviewer encountered a similar issue, explaining, "I ordered a sofa and clearly requested a specific color... When it arrived, it was the wrong color entirely. I phoned multiple times to resolve the issue, but each time I was met with excuses and no real attempt to help."

Beyond Ashley sending the wrong item, another frequent complaint is about the protection plan and warranties. On their website, they offer product protection for an additional price through Extend as well as a protection plan through Reguard. One customer wrote on ConsumerAffairs: "I filed a warranty claim, thinking this is exactly what the plan is for, but Ashley denied it. They said structural issues like wobbling, cracking, and loose screws are not covered. That is absurd." Another customer noted, "I took a protection plan by paying an additional 15% on top of the furniture. [The] protection plan is a scam; they don't cover any damages; they create stories and reject claims." There are countless reviews citing the same objections. This is just one of the major downsides to buying big-box brand furniture.

Beyond the complaints about the warranties and lack of returns, the quality of Ashley's pieces has also come into question. One customer wrote via the Better Business Bureau: "I bought a bedroom set from Ashley Furniture around six years ago, and it has totally fallen apart. The first thing to go was the footboard, which cracked; they did replace that. Then the nightstand cracked about 2 years later." Another customer noted to be wary that they don't use solid wood: "This company is ripping people off, selling furniture at expensive prices that's not real wood." Last but not least, a disappointed buyer complained that their Ashley furniture chest was infested with powderpost beetles, which are bugs that hatch inside your furniture after lying dormant in the wood.