Winnie Murugi
Health and Beauty Expert

Ashley Furniture is the largest furniture manufacturer in the U.S. that offers trendy, stylish furniture at affordable prices. Still, the consumers arise the question: Is Ashley Furniture good quality? 

Thus, before making your order, you must ensure the company is reliable. For example, do they deliver on time? Is customer support easy to reach?

We looked at Ashley Furniture reviews on PissedConsumer to establish their reputation. Here is a summary of our findings:

Ashley Furniture logo

Number of Ashley Furniture reviews – 3.6K

Ashley Furniture rating* – 1.7 ⭐⭐

Claimed losses – $2.2M

Successful calls – 7%/2.5K

Resolved issues – 17

We also researched the company's website, niche forums, and PissedConsumer reviews to answer the following top consumer questions and figure out if Ashley Furniture's ratings correspond to its services and products.

  1. What is Ashleyfurniture.com?
  2. How to contact customer service?
  3. Return policy
  4. Warranty policy
  5. How to cancel an order?
  6. What are the pros and cons?
  7. Customer reviews
  8. FAQs

1. What is Ashley Furniture?

Ashley Furniture Industries, Inc. is the parent company of Ashley Furniture and is owned by a father and son team: Ron and Todd Wanek. Carlyle Weinberger founded Ashley Corporation in 1945 as a sales organization in Chicago. In 1970, Ron Wanek founded Arcadia Furniture in Arcadia. Ashley later developed a transportation fleet, and in 1979 Todd Wanek was hired as an employee in the company.

In 1982, Ashley Corporation and Arcadia Furniture merged to become Ashley Industries. Since then, the company has become one of the world's largest furniture manufacturers and distributors.

The company has a strong presence in the United States, with over 700 stores nationwide. It also has over 1100 stores worldwide. In addition to the Ashley Furniture outlets, there is an online store where customers can shop for furniture and have it delivered to their homes. 

The company is popular for its wide range of products at affordable prices. They include sofas, recliners, love seats, accent chairs, ottomans, coffee tables, side tables, beds, bedroom sets, dining table sets, bar furniture, bookcases, desks, and many more.

Below are some interesting facts about this company:

  • It supplies furniture to over 20,000 furniture storefronts worldwide.
  • The first store was opened in 1997 in Alaska.
  • Ashley Furniture Corporation has a non-profit known as Hope to Dream that donates beds, mattresses, and bedding to children.
  • Ashley HomeStore was previously referred to as Ashley Furniture HomeStore, until 2016, when it was rebranded.
  • Since 2022, Ashley HomeStore goes by the name Ashley.
  • Ashley Outlet has lower prices and different items than a regular Ashley HomeStore.

Where is Ashley Furniture Made?

Some of the furniture is made in America, while others are made in China. The company's primary manufacturing plants in the U.S. are located in Mississippi at Wisconsin, Arcadia, and Whitehall. There are also numerous Ashley Furniture warehouses in the U.S., China, Canada, and other parts of the world.

What is Ashley Furniture Price Match?

The company guarantees customers the lowest prices in the market. As such, they offer a price match. Whereby if you find a lower price for an identical product in stock, contact Ashley Furniture customer service, and they will match the price. 

However, they provide specific criteria for the price match as follows:

  • The product must be identical – in size, model, color, and brand.
  • The product must be in stock on the online retailer's website and Ashleyfurniture.com.
  • Only items sold by Amazon.com, Hayneedle.com, Wayfair.com, Target.com, Overstock.com, or Walmart.com are eligible for the price match.

2. How to Contact Ashley Furniture Customer Service?

PissedConsumer reviews indicate numerous Ashley Furniture complaints regarding difficulty contacting customer service.

As such, one of the top customer questions is how to contact Ashley Furniture customer service. Most customers want to know if there is an AshleyFurniture.com phone number to call or an email address they can write to directly and whether customer preventatives are responsive. 

According to their customer care page, there are several ways to contact Ashley Furniture, including via phone, Twitter, live chat, and help center.

Phone Number

The Ashley Furniture phone number for online customer support is 866-436-3393. It is open Monday to Friday, 7 am to 7 pm, and on Saturday and Sunday, 9 am to 5.30 pm central time.

Ashley phone number

For in-store purchases, call Ashley Furniture through the provided store phone number. Use the store locator feature on the website to find the store. The outlet's phone number will be provided in the store details.

Ashley store locator

Live Chat

Another way to contact AshleyFurniture.com customer support is through the live chat feature on their website. It is easily accessible from the home page through the Live Chat icon at the top or bottom right corner. Before being connected to a virtual assistant, you will be asked a few questions regarding the issue you want to resolve.

AshleyFurniture.com live chat

Email

There is no email address provided on the official website. According to PissedConsumer.com, consumers can reach company representatives via the following emails: 

fanfeedback@ashleyfurniture.com

ecustomercare@ashleyfurniturehomestore.com.

Help Center

AshleyFurniture.com has a comprehensive help center that answers questions and addresses common issues that customers encounter regarding:

  • Delivery tracking
  • Order history
  • Store locations and hours
  • FAQs
  • Order cancelations
  • Customer privacy
  • Replacement parts
  • Pre-delivery tips
  • In-store appointment scheduling
  • Credit and Financing
  • Delivery rescheduling

Social Media

Ashley customer support is active on Twitter @AshleyHomeStore, where community managers respond to customer questions and complaints promptly. Although @AshleyHomeHelp is indicated as the official customer support page, there hasn't been recent activity on the page since 2020. 

Ashley social media customer support

3. What Is Ashley Furniture Return Policy?

The Ashley Furniture return policy stipulates a 30-day return period for online purchases. That is items purchased on Ashleyfurniture.com and delivered by standard shipping. If your Ashley home furniture is delivered damaged, you can return it within 72 hours of delivery. 

Note that refunds will only be on the cost of the item, excluding shipping fees. You will also be required to pay return shipping fees.

The company also accepts curbside delivery returns for items received damaged or with Manufacturer's defects. There is a 72-hour return period after which the Manufacturer's warranty applies.

The Ashley Furniture return policy for instore-purchases varies from store to store. Therefore, contact the Ashley HomeStore you purchased from for their terms and conditions for returns and refunds.

Mattresses and foundations are only returnable if they are delivered damaged or defective. If that is the case, call the phone number provided in your emailed order confirmation. If you discover the defects after the 72-hour return period has elapsed, check if the Manufacturer's warranty covers the items.

For items to be eligible for a return, they must be in new/unused condition. All the parts and accessories must be packed in the original packaging unless it was removed by the No-Hassle Delivery + Assembly or Free Doorstep Delivery. Clearance items cannot be returned.

Once the company receives the returned items, they inspect them immediately and issue a refund. Allow 7-10 days after the receipt of the items for a refund to be issued. You may also opt for replacement, exchange, or credit. 

Ashley Furniture return policy

How to Track Your Order?

You can track your Ashley Home Furniture order on the "Track Orders" page, where you must provide your order number, phone number, and billing ZIP code. Another way to check your Ashley Furniture order status is to sign into your account and view the order’s details. Alternatively, you may call Ashley Furniture to confirm your order status.

Ashley order tracking

4. What Is Ashley Furniture Warranty?

The Ashley Furniture warranty stipulates different warranty periods for various items as follows. For example, frames for upholstered and leather products and power foundation frames have a lifetime warranty. Other products' warranty duration is 1 to 5 years, except for the top of a bed, which is only 30 days Almost all the furniture and other items bought from Ashley have 1-year labor coverage. 

To ensure top Ashley Furniture quality, the warranty covers the various items against the Manufacturer's defects. The lifetime warranty only applies to normal and reasonable use of the products.

To make a warranty claim, call the following Ashley Furniture phone number for warranty information: 1-800-477-2222. For in-store purchases, contact the HomeStore you purchased from with the product serial number and original bill of sale. Note that the warranty only applies to the original purchaser.

Ashley warranty

Unfortunately, despite the clearly stipulated warranty policy, complaints on PissedConsumer show that customers get a run around when they attempt to make a claim, as evidenced in Ashley Furniture review #3880201:

"Purchased a recliner from a store connected to Ashley and it stopped working it is still under warranty. I’m getting the run around concerning the next steps."

Ashley Furniture Protection Plan

In partnership with GBS Enterprise, Ashley offers a premium furniture protection plan. There are different plans depending on the type and price of furniture. 

The furniture plan starts at $49 for orders totaling $0-$499 up to $1,999 for orders for $20,000-$25,000. The outdoor furniture protection also starts at $49 for orders totaling $0-$499 up to $1,499 for $15,000-$20,000 purchases.

The protection plan covers the following:

  • Accidental stains, rips, tears, burns, chippings, water or beverage marks, scratches, and gouges on wood and hard surfaces.
  • Motor and associated components failure, including parts and labor, upon expiration of the Manufacturer's warranty.
  • Breakage of mechanisms for indoor furniture
  • Fading of indoor wood furniture due to exposure to the sun
  • Cracking, bubbling, and peeling of finish on furniture.

Ashley Furniture protection plan

5. How to Cancel an Ashley Furniture Order?

The Ashley Furniture cancellation policy allows you to cancel your online order if it has not been shipped. They provide an online order cancellation request form on their website. The form requires you to provide your name, email address, phone number, reason for canceling, and order confirmation number. Also, indicate if you want to cancel the entire order, some items on it, or the furniture protection plan. 

Therefore, check your Ashley Furniture order status before filling out the cancellation form. Call AshleyFurniture.com representatives for assistance if your order has already been shipped.

Once you have submitted the duly filled Ashley Furniture cancel order form, the online customer care team will process your request as soon as possible and get back to you via email or phone with the notification of the cancellation. 

The Ashley Furniture cancellation policy for in-store purchases varies from store to store. Therefore, contact the Ashley store you bought from to find out their cancellation terms and if you can change your order.

how to cancel your Ashley order

6. What are the Pros and Cons of Ashley Furniture?

Ashley Furniture's ratings indicate that some customers are satisfied with the product's quality and services while others are not. A close look at the Ashley Furniture reviews on Pissedcinsumer.com show the following advantages and disadvantages of the company:

Pros

  • Wide range of products
  • Numerous Ashley HomeStores across the world
  • Affordable pricing
  • Stylish and trendy furniture

Cons

  • Poor customer service
  • Product discontinuation without notifying customers
  • Low product quality
  • Return, cancellation, and warranty policies are not followed

7. Is Ashley Furniture Good Quality: Customer Reviews Outline

According to Ashley Furniture reviews on PissedConsumer, customers are mostly dissatisfied with the company. It has an overall 1.7-star rating. The top Ashley Furniture complaints include:

  • Poor customer service. There are numerous complaints about bad customer service characterized by difficulty reaching customer service, and when they do, they are unhelpful. In some cases, the customer service representatives are rude and disrespectful.
  • Difficulty making warranty claims. Several customers complained that they were taken round when they made warranty claims. 
  • Product discontinuation without notifying the customers. There have been multiple incidences where ordered items were discontinued, and the customer was not notified.
  • Poor Ashley furniture quality. Several reviews point to some items arriving damaged or defective or getting damaged within a short time of use. 
  • Delivery delays. On many occasions, items were not delivered on the scheduled delivery date, and customers had to call Ashley furniture to follow up. 

One of the online reviews depicts the most common issues customers encounter when dealing with Ashley. We invited Barbra to a video interview to narrate her experience buying furniture from her local Ashley HomeStore. The consumer reports poor customer service, delivery delays, and the issue of product discontinuation without notifying customers.

In regards to delivery delays, one customer's delivery was moved from November to January 18th, 2023, as evidenced in Ashley Furniture review #4203454:

"…I called customer service and was told it would not be delivered until January 4th then received a text today December 9th 2022 and now delivery is set January 18th 2023. Ashley does not mind taking your money but don't deliver no love seat yet…."

Ashley Furniture review

8. Frequently Asked Questions

Is Ashley Furniture Cheap?

It is relatively affordable. However, the different product categories have a wide price range to suit your budget. You can find cheaper furniture options for your home in Ashley Outlet.

What Is the Difference Between Ashley Furniture and Ashley Furniture Homestore?

Ashley Furniture specializes in manufacturing and vending furniture worldwide. On the other hand, Ashley HomeStore is a retail company that exclusively sells Ashley products. Therefore, Ashley HomeStore may be considered a subsidiary of Ashley Furniture. These are franchise stores that are independently owned and operated through licenses.

Do Ashley Furniture Couches Come Assembled?

There are different delivery methods available, with some providing an option for delivery. The no-hassle delivery option includes assembly, while doorstep delivery and free ground shipping do not include delivery.

What Forms of Payment Does Ashley Furniture Accept?

AshleyFurniture.com accepts Visa, MasterCard, American Express, and Discover cards. They also accept Great America Finance, Synchrony, and Genesis Credit financing.

How Long Does an Ashley Sofa Last?

There is no exact lifespan for the sofas. PissedConsumer reviews show that some sofas had defects on delivery, while other reviewers said that their sofas lasted several years.

The Final Word

AshleyFurniture.com offers a wide range of furniture at relatively affordable prices. They have locations worldwide, and you can easily find a store near you through a quick search on the store locator on their website. Alternatively, you can make an order online.

However, the numerous Ashley Furniture complaints indicate that most customers are dissatisfied with the company. Reviews point to poor customer service, dissatisfying Ashley furniture quality, difficulty making warranty claims, and delivery delays, which make consumers think if the furniture manufactured by this company is worth buying.

What has been your experience with Ashley Furniture? You're welcome to leave a review on Pissedconsumer.com.

Winnie Murugi
Health and Beauty Expert

Winnie is a freelance writer and B2C content expert who specializes in health and beauty, cafes and restaurants, fitness products buyer guides and researches. She has been working with international clients since 2012.

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1. While every effort has been made to ensure the accuracy of this publication, it is not intended to provide any legal, medical, accounting, investment or any other professional advice as individual cases may vary and should be discussed with a corresponding expert and/or an attorney.

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