If I had read the reviews on this site, I would have never purchased furniture from Ashley. I was in the store with a friend that was shopping and saw a dresser that I absolutely loved. It was perfect for my bedroom. When it was delivered, there were several problems the delivery said I should contact Ashley to get it taken care of. On the mirror frame there were 2 places that turned out to not have any finish. The tech Ashley sent out sprayed those 2 places and said when it dried, the finish would match. It didn't have the same luster. Also, on the dresser, the edges of the drawers were rough and unfinished as was the frame around the drawer. Again, he spray painted (the finish was espresso) and said that would take care of it. I said it wasn't the quality I would have expected for the price I paid. He said my expectations were too high. He told me they used to finish those edges, but they stopped doing it some time ago. They sent the tech out again because I wasn't happy with how it looked and he came out and told customer service that it was within standards. They sent me a message that as the dresser and mirror were within standards, I would not be able to get a replacement or any further repair. Their standards are very low! I do NOT recommend them! read more

I went to Ashley to buy couches, with my husband sales person Tommy was not pleasant , he was very PUSHY

We were greeted by Matt Brown who was extremely helpful without being pushy and overbearing! He was very knowledgeable and answered all our questions- They have a huge variety and we saw quite a few pieces we loved and will go back when we are ready to purchase them! read more

I purchased the Keenelyn Sofa Chaise item # 3710518. BUYER BEWARE!! This couch fabric began fraying within 4 weeks! I contacted Ashley Furniture and was told that they had to send out a technician to look at the couch. A nice gentleman (overly agreeable) came to the house and despite using language like "excessive fraying", Ashley Furniture Customer Service is taking the position that "pilling" is not a manufacturer defect. I've asked for store credit, so that they would, at least, still make money off of me, but they have refused. Instead I was told to "buy a sweater shaver to help solve the problem". Do not waste your money on this product and, better yet, avoid shopping at Ashley Furniture because their "warranty" practices are dishonest and non existent. read more

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Extremely disappointed in Ashley's customer service May 9th: delivery of new sofa and loveseat June: reported to salesperson there was a mechanical issue with our 1 month old couch reclining seat June 20th: appointment made with technician June 22nd: technician said a part needed to be ordered June 30th: part delivered July - November: numerous messages with AI bot & Ashley Prescott Store trying to schedule appointment to get sofa fixed November 20th: technician came & discovered wrong part was delivered November 20th: part ordered to arrive in 7 to 10 days January 8th: no part, new date of January 13 arrival 9 months & no resolution read more

Recliner electric chair started to rip on the front of the arm rest in 7 places before a year. It was then followed with a major tear on the left arm rest. It appears the material is dried out , thin and rips. If indicative of Ashley avoid at any cost .Major DMK USAF (R). I have pictures which I posted on yelp. Your salesman when contacted in a cavalier way told me I should have purchased an extended warranty. He told me to hang on for a manqger. After 20+ minutes no answer simply hung up. 5100 W sinagua Lane Prescott Az. kelleydennis48@gmail.com read more

Be sure to read the fine print on your Ashley Terms and Conditions. Once you take delivery, it is yours, no ifs or buts. They will not consider taking returns unless damage. The sofa I purchased is too big for my space, I thought it was at the time of delivery, but decided to keep it , because sometimes a change in a room takes a little time to get used to. within 72 hours I contacted the store and was given Corporate # to file a claim. Each time I called to follow up, I was told I would have decision and would be approved within 8-10 hours I would get an e-mail. 5 days later, I called the store and was told under no conditions would they take it back, even with a restocking fee, store credit, or pickup cost. I also purchased an expensive mattress , which I am very pleased with, so it was a sizable purchase and not a single item purchase. I feel their return policy is archaic at a time when stores and companies are bending over backwards to please their customers to keep business. It is much more expensive and difficult to get a new customer than to keep one. I am not one to casually make purchases and return, most especially large items. I had been in retail business over 30 years and have never seen this level of disregard for customers. read more

Buyer Beware! My husband and I went into the Prescott store and we saw the Keenelynn Sofa Chaise, item #3710518. We then ordered the sofa online. Delivery was no hassle and great. Within 4 weeks the fabric on the sofa began to fray. I called Ashley Furniture and said I wanted to return the sofa for a store credit. They sent a technician out to look at the sofa. Despite his very agreeable demeanor and his statement that there was "excessive fraying", Ashley Furniture refuses to refund our money. Instead they have said that "Pilling" is not a manufacturer defect and that I should "buy a sweater shaver to resolve the problem". This sofa is less than 2 months old and it looks like it's 5 years old! Do not waste your money on this sofa. What's worse is the unscrupulous customer care. See photos. read more

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Please Please take these reviews seriously. I am one that usually takes these reviews with a grain of salt, because we know people like to complain! I should have done more homework on Ashley before I decided to buy from them. My furniture was in horrible condition when it was delivered to me, I think the delivery drivers added to the broken items. The delivery guys were just terrible, banging stuff around. The bench to my table was wobbly and the legs were clearly not put together properly. I called the store, they were zero help...told me that the delivery guys said all was good, I pointed out the mishaps, guys documented it, but I guess when they left my house somehow the paperwork was altered. I was directed to the warranty/claims department. The warranty people are those non English speaking people that can't understand you and you can't understand them. Just a terrible company! I swear they do bait and switch because the quality that I saw in the showroom is not the quality I received! read more

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Terrible customer and delivery service! Purchased a sleeper sofa on 6/19/25. Sales support was excellent. We were advised that deliveries to our area are made once a month, and we had a promised delivery of 7/16/25. Received confirmation via text and email, but on 7/14, we were notified by Antonia (Office Mgr at Prescott store) that delivery could not be completed until September. Contacted the store after multiple attempts; store mgr was not available, but finally was able to speak with Antonia who could not provide a reason for the delay. She said she would investigate the reason, but I heard nothing from her until I called back later in the day. After considerable discussion, it was obvious that we were not getting anywhere, and I cancelled the order. The sales people at this store are very good, but service after the sale is terrible. I would not recommend this store to anyone. P.S. We were actually able to find another sleeper sofa from a competitor at a comparable level and price, with a committed delivery to our area. read more

We looked online for a living room and found one that we agreed on, so we went in to actually see it and test it out for us. But then we saw another living room set that we liked even more and tested it out, sat in it, played with the buttons for the power recliner and the massage features. We fell in love, and it was the perfect size for our living room. And it was only $200 more for the power features. SOLD! We did the paperwork in less than 20 minutes. Will deliver to our house which is 50 miles from the store. And we were out the door after 40 minutes!! Loved it read more

Terrible terrible customer service. The sales people are great, but the customer service behind the store is rotten. I've gotten several different phone calls from several different people about scheduling my furniture, all with a different dates. They schedule for one day and then another random person calls back and if you don't answer, then they put you seven days out. To top it off you, can't get anyone at the store. You call the number and a virtual assistant is all you get and she's about as helpful is spitting into the wind. Ashley furniture, shame on you. read more

Delivery delayed by months. Still waiting. Zero communication or customer service. You can't even contact the store unless you go in person. Absolutely terrible. Go literally anywhere else. read more

This is an update to last review. Ashley allowed us to exchange our sofa for a new one. The managers at the Prescott store were very helpful during this process. read more

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Wish I could give a zero to customer service. Not the local stores issue, but the corporate office. Customer service is off shore, poor English and difficult to communicate with, and solved nothing. Kept saying I need to upload pictures for them to send someone to assess it. How can you send a pic of solid hard and cheap material ? We purchased a sofa and love seat. I'm positive, that while it looks like what we purchased, it's not the same at all. I gave it time to maybe loosen up and be soft and cozy as in the store, nope, it's like sitting on boards. We have to replace it, can't use it. read more

This store's policy is Final Sale on all sales. My 86 year old mother-in-law went to the store looking for a recliner chair because her back hurts all the time and wanted a comfortable chair. She tried the leather recliner at the store and liked it. She bought it and cost her more than $1000, including delivery and extended warranty. Two weeks after, her chair was delivered. She did not like it because it's hard as a rock. Instead of helping with her back pain, it made it worse. I called the store and I was told there's nothing they can do. They cannot replace it because all sales are final. I called the corporate number and was routed to the Philippine call center who told me that they cannot do anything because it's a store purchase. My MIL is frustrated, was hurting, and upset over this whole ordeal. We found a rocker/recliner at Costco for $350 with free delivery. We got her that chair for Christmas and she was so happy. Ashley has a great warehouse that entices you to buy their furniture. Please think first before buying here. Customer service sucks. This place is a waste of money. We are never going back to this place again. Go to Costco or Pruitt where it's cheaper and quality is better. read more

We were very impressed with our salesman Breen and his manager, Michael. They answered our numerous questions about mattresses with expertise and patience. Very personable as well. When we encountered an issue with our delivery, we contacted Breen. He then referred us to his manager Michael and the store manager,Nick.They resolved the problem efficiently and quickly and were very understanding of our concerns. Love our new mattress and very impressed with the staff at Ashley furniture store. The owner should consider changing the phone system though. Prefer direct access to the location. read more

If I could give Ashley Furniture zero stars, I would. On August 12, 2023, I purchased a sofa/loveseat set from Ashley Furniture. I took possession of the furniture via delivery on August 26, 2023. After less than a year of use on the sofa and loveseat, mostly the sofa, I noticed that the cushions looked extremely dingy and discolored, with some color transfer from clothing. On August 11, 2024, my odyssey with Ashley Customer service began. I won't belabor the extreme difficulty of being connected to the actual local store by "overseas" customer service, but after about an hour on the phone with "overseas" and explaining the issue, I was told that this was a "store issue". I spoke to an employee, and was told I would receive an email from customer service and that I was to attach photos of the transfer and discoloration in my response to the email. I received the customer service email on August 14, 2024. I attached the photos to the return email. On Thursday, August 22, 2024, at 7:30 am, CHANCE came to my home to "inspect and assess". CHANCE took his own photos and said he would "replace the cushions". I responded that I would like a replacement sofa and loveseat, since replacement cushions would develop the same transfer and discoloration within a few months. CHANCE then said he typically only made replacements for furniture that was damaged in delivery, and NOT for "customer wear and tear". I objected that the discoloration and transfer present on the cushions in less than a year was not representative of "wear and tear", but of defective fabric. I asked CHANCE if the replacement cushions would be treated with a Scotch-guard type process, and CHANCE said "No". CHANCE then said he was going to the Ashley store in Phoenix later that day and would "see what he could do", and that "someone would be contacting me on "Friday or Saturday, latest Monday". No one contacted me on any of the days. On Tuesday, August 27, 2024, I again battled for about two hours with "overseas" customer service and was eventually able to contact the local store, and I spoke to BENNY. At great length. I explained the transfer and the discoloration, told BENNY about the visit from CHANCE, his colleague at the local store, and told BENNY no one had contacted me as promised. BENNY placed me on hold to call CHANCE and "confirm" my account. BENNY came back and told me CHANCE had "closed the case" since I had "refused" the replacement "CUSHION CASINGS". CHANCE also told BENNY that CHANCE had never told me I would be contacted by anyone after CHANCE'S visit. I asked BENNY what type of training CHANCE had received to evaluate furniture damage claims, and BENNY said he "had no idea". I was dumbstruck. CHANCE lied. I told BENNY that I HAD been told I would be contacted, and BENNY said "CHANCE says this didn't happen". I asked BENNY if I could at least get the "cushion casings" CHANCE had alluded to, and I would simply cover the cushions with throws and blankets, less than a year old, which is what I am doing now. At least SOMETHING would happen to address the issue. Again, BENNY put me on hold to call CHANCE and ask permission to reinstate the claim for new "cushion casings", saying he would tell CHANCE that "the customer changed her mind". BENNY returned and said he "would try" to put in an order for "courtesy replacement cushion casings". I received the following email from BENNY: Tue, Aug 27, 2024 at 3:46PM Mosqueda, Benito wrote: Hello Julie, This is Benny from the Ashley Furniture in Prescott AZ. Per our conversation today, I am reaching out to you as requested, to inform you that I have just submitted an email request for 4 curtesy cushion casings to the customer service team. I will give you a follow up call once I get an update confirming if this is possible or not. Thank you, Benny M| Office Supervisor I have not been contacted by BENNY or anyone from the store. I have sent two reply emails to BENNY, and received no reply. What appalling "customer service". read more

The salesman, Sam, was nice in the store, but when I had an issue he totally ignored me and that shows what a crappy salesman he is. I will NEVER go back there for any reason. At the time I purchased a sofa and love seat in the store, he told me if I waited 8 days then they would deliver BOTH pieces to me, which I agreed to. Then on the delivery date I received only the love seat, the couch was "on backorder." Communicating with the foreigners from Ashley is practically impossible, barely speak English. Go elsewhere!!! I sure hope I don't have to contact their Customer Service in the future, certainly that would be an even worse experience. read more

If you are thinking of purchasing furniture from here... DON'T!! I repeat... DO NOT.. purchase furniture from this establishment. We live in the town over and came in store to purchase new furniture for our brand new home. We found a beautiful (overpriced but I loved it so much and bit the bullet) sectional. Paid for it right then and there and were given a delivery date. Red flag #1: they do not deliver to our area except for ONCE A MONTH. We do live in a small town, so fine, I get it. No big deal. My fiancé and I arrange for one of us to take the day off to be home for the SCHEDULED delivery on the date that ASHLEY gave us and 2 days beforehand they call and leave us a voicemail informing us that our delivery date is being pushed back ANOTHER MONTH! Mind you, we've already patiently waited a little over 3 weeks.. waiting an additional week is one thing but an additional MONTH! Red flag #2: I am listed as an authorized user on our Ashley account and the lady at the store that I spoke to shrugged me off and refused to give me details stating that she would resolve the issue with my Fiancé because he is the account holder. I have worked in customer service for years and know better than to shrug off a PAYING CUSTOMER.. or at least how to appropriately state the policy that states she cannot discuss anything with me. So I end by asking if she can tell me the cancellation policy and she said she would "go over it with my fiancé" instead of me?? Horrible customer service! Listen to the other reviewers and go elsewhere!!!! read more

My husband and I went to Ashely Furniture about a couple of months ago. We bought a sectional, coffee table and two side tables. First issue was the delivery kept getting pushed back. The salesman seemed nice in the store, gave me his card if we ever needed anything regarding our order. When we reached out to him, he acted like we were bothering him and just no longer answered his phone. Then, when the furniture all came, I noticed right away the color of the tables didn't look good in the living room so I called to start an exchange for the other color right away. The store told me they don't accept returns and we are pretty much stuck with the ones we chose and customer sign the receipt that states there are no returns unless it came damaged. I looked at the receipt and it does not state that, it was on another piece of paper that we were just handed with the receipt while we were leaving, it was not signed. Since having the furniture it has deteriorated substantially. It's just my husband, a young golden retriever and myself. The tables are easily scratched and the couch is pilling all over it, and is looking more and more haggard. We are going to just use it as a lesson not to buy from Ashely ever again and to actually spend a little extra to get pieces that will last more than a few months. But, I want to warn people that it may go fine but there are the cases where the furniture there is just really cheap and substandard. read more

My hubby and I recently bought property in AZ and were in need of furniture. I went online and the buying experience was difficult, due to my purchases being broken up into 3 deliveries. I called the 800# and was connected with a nice women in what I believe to be in the Phillipines. She tried, but wasn't able to help me. I decided to call the Prescott AZ store directly and had the pleasure of being connected with Matt in sales. What a great experience! After reviewing my order, he told me he would text me back right away after he confirmed my purchases and then we texted back and forth a couple of times, since I decided to add to my order. He made my experience, so effortless and pleasant! Ashley Homestore, Matt is great at what he does!! Thank you for having him on your team!! read more

On 12/18/2024 we visited the Ashley Store in Prescott to look for a bed frame / platform. We had specific needs which we told the salesperson. We even showed them a photo of it and they said Ashley "made them". They looked on their system and stated they were out of stock, I said I wasn't in a hurry. Rather than check and consider ordering it, the person switched to trying to sell me something I did not want. That involved adding a box spring which we had already specifically told them we did not want. Just then, that person flipped on the rude & dismissive switch. We have purchased in this store before but I can tell you that I am never going to do it again. I have no use for people like that and to be honest, the product I bought before was overpriced and not of good quality. read more

Believe it or not, this is a very short version, the real story is so much longer. We bought an Ashley sleeper sofa in September. We live a few miles from the Gilbert store but were told we had to buy it through the Prescott store to have it delivered in Flagstaff. That turned out to be untrue. They day it was delivered, we tried to refuse the delivery like they said we could. It was a different design than we ordered. The delivery guys said we had to call "dispatch", then they drove away with our old sofa in their truck, while we were on the phone with "Dispatch" which was in fact a call center in the Philippines. It has been over two months, we have spoken to the Philippines most of the time, there is only one phone number for each store which goes to a menu and asking to speak directly to the store has only worked a couple of times. They sent a replacement sofa several weeks later and it was the wrong design again. We started trying to deal with this through the Gilbert, AZ store directly and at first, they were going to fix everything but a couple weeks later they are pushing us back to the Prescott store and saying they can't fix it. Meanwhile we've lost a few months' rent, burned a lot of gas going from Gilbert, AZ to Flagstaff, AZ and I've spent hours on the phone learning that after a 3-week course, including the English portion, Philippine call center workers earn on average $2 an hour, less than $5k a year. There are even you tube videos on how to pass the English test the first time. Ashley is definitely saving a lot of money, Todd Wanek, the CEO is worth $3.1 Billion, but it's a terrible experience for their customers, not to mention the call center workers who take the brunt of the complaints. The latest "resolution" is that they will schedule another delivery next month and I am supposed to go to the Phoenix warehouse the day before to ensure what they are delivering is correct, but we are being told only store managers can call the warehouse, and the warehouse isn't calling us back. We are starting the process of disputing the charge with our credit card to get our money back. read more

The thing that completely turned me off from this place is the sales lady stalked me around the entire store. I absolutely hate that high pressure technique. I can't even think straight when they do that. A salesperson should be available for questions but not follow a customer around the store like a shark. They have a nice, wide selection of furniture. There is plenty of nice items to choose from but they really need to reevaluate how they approach customers. That high pressure crap is not remotely helpful. read more

Run away from these people. The show room "salesman " experience wasn't bad but everything that followed was terrible. Delivery deadlines were reset multiple times without communication, pricing discrepancies between the show room and online, extremely terrible customer service. These people are terrible read more

Alan provided excellent service! The pricing was great & we enjoyed our experience immensely! There was a plethora of incredible designs & we found the perfect pieces for our perfect home! Thank you so much! read more

Came into store December 30. Purchased a sofa and loveseat plus extended warranty in good faith. Was told sofa was out of stock so delivery would be February 8. Delivery was confirmed by Ashley February 4. Sold our sofa Feb 7 to make room (planned a Super Bowl party to show off our new seating). Did not get delivery call Feb 8, so contacted store. Were informed that our set was discontinued and we would not be receiving it. No sofa= cancelled party = very dissatisfied customers! read more

While the sales staff at this location is stellar, the corporate customer service is a nightmar recently made a he store. This was after numerous calls to customer service. PS - the reps I spoke with did not speak undrrstandable English and repeated a useless script. Ashley sent a partial refund to my bank and the next day withrew it. I called corporate and was referred back to the store as they had no answer. My advice, if you need furniture, stay away from Ashley. They do not resolve any isdues you may experience. read more

Poor customer service they don't care about returning customers they dont price match furniture from another competitive store even though it's the exact same product on the floor and the store sells you a B.S warranty customer read the reviews before making a purchase at Ashley furniture read more

Over Priced Rip Off Artist.. This is the second experience we've had in this store in the last 3+ years. The first time we just shrugged it off and told ourselves it was their loss and we will just shop elsewhere.. However, we had the same or very similar experience this time. My wife and I found some Ashley furniture at a competitive furniture store. We liked it a little and thought if we looked at the actual manufacturer we might see better options. Holy shnitzzz! I was just floored at what we were quoted compared to their competitor. The same pieces of Ashley furniture after being "Price Matched"(because they were already almost $2K more). They hose you on their extended warranty. And they would not match their competitor(Of their own furniture) unless you purchased THEIR protection plan(lol). 80's used car lot mentality of running back and forth to someone behind closed doors that is the only person able to make business decisions! We will forever Go with the independent or smaller business that isn't trying to GOUGE their consumers.... Buyer Beware!! At the competitor store the items were $3,700. + $150.delivery and Ashley was $4,900. + $319.delivery.. Again, because they would only match the competition if you bought their extended warranty(same identical Ashley furniture)... read more

On 7/6/21 we ordered and paid for bunk beds, mattresses, delivery and setup. We were given a confirmed delivery date of Wednesday, 8/4/21. This was a birthday surprise for our 7 yo great granddaughter. Yesterday I tore down her old bed to make room for her new bed. Today I waited for a call from Ashley about delivery time. At noon I called the store and was transferred to customer service; and was told that part of the order is on back order! Customer service was no help except to say I could call back in a week to see if everything was in stock! If it is in stock delivery would be between 8/14 and 8/21. If it is not in stock I guess it could go on indefinitely! This was our first order from Ashley and could be our LAST order. UPDATE: Went to Ashley in Prescott AZ and explained the problem. They issued a full refund on the spot.. For that reason I upgraded them from One to Two Stars. They still need a lot of work on their inventory, back order, and communication! read more

I am very disappointed in Ashley Furniture. I paid for a couch and oversized chair and ottoman. Paid in full in May 3rd. I have checked the status of my order on their website and no change for 8 weeks now. It just says processing. When I spoke to customer service, they said, would you like to cancel your order then? That was their solution. I understand they are behind but why take our money???? I find myself stuck between a rock and a hard place. They should at least give an update periodically! I do not recommend Ashley Furniture read more

You know, I gotta leave a review for someone who seems to be the nicest, knowledgable, easiest to deal with sales associate. He heard everything my fam and I were looking for. And was funny....we will definitely rely on him in the future. I think his name is Tim Babock read more

I walked into Ashley today at about 5 and was greeted by Tommy at the front door he was super nice and showed me around the place I made a great purchase today if it wasn't thanks for Tommy we wouldn't have gotten the desk we wanted read more

Matthew Brown greeted us as we came into store, asked what we had in mind, then directed us to the area of our interest while adding info on nearby areas so we could easily navigate the huge showroom floor. he was very knowledgeable in answering our questions, but gave us ample time and privacy to discuss our thoughts. he didn't hover, but was available for our every need. I am so appreciative as I can't stand high-pressure salespeople. the store offered a great selection and we were able to find what we hope will be our PERFECT family room with more bells and whistles than we anticipated. I felt they were a little pricey on the add-ones, but overall we ended up with a very good deal. thanks to Matthew for suggesting the no interest financing plan, we are very happy. read more

DO NOT BUY ANYTHING FROM ASHLEY HOME STORE by the gateway mall....they are awful! Horrible customer service. The front desk woman refused to get a manager on the line for me after asking multiple times to speak with him/her. I was completely respectful with all of my questions. She hung up on me on the first call. When you're spending money you should be allowed to speak to the manager and not get "I'll see if he will give you a call back but he's busy and we close at 7". It's not my fault you waited to call me until 6:40 I told her I'm going to call corporate in the morning and she said "that's fine". Classy. Posting this so no one else gets duped by them. No wonder there's no one ever in their parking lot. Should have been a red flag. Note that I asked for a manager so I can get my money back and give my business to someone who will respect it. Lesson learned: BUY LOCAL...or anywhere else! read more

Came in knowing exactly what I wanted to match my bedroom headboard I had already bought. Not one of the three employees that working had an interest in coming to help me. ( judging a book by its cover for sure) gave me enough time to wonder around find what I was looking for and still no one coming to help...I sat for a good 10 min waiting for an employee to no avail. Gave me enough time to find the same set at American furniture warehouse for almost a third of the price they are asking here! Worth the drive to Gilbert to get my item and save hundreds of dollars. I will no longer give my business to this company. And those had price no financing flyers are a joke, they mark the prices up so high!!! You can go to AFW AND GET ALL THESE ITEMS ANY DAY FOR CHEAPER AND THEY AWAYS HAVE GREAT CUSTOMER SERVICE!! read more

Ashley Store - Prices for the same exact bed set. One at Ashley's for a rip off one at American furniture warehouse for wayyyyyy cheaper - Furniture Stores Near Me - Prescott, Arizona

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Update, after much complaining cbs protection plans reviewed the case and honored their warenty and sent me a replacement cushion for my couch This was .an uphill battle including filling a complaint with consumer protection bureau and bbb, but in the end the did replace , therefore I feel I need to update my 1 star review. I would still not recommend purchasing the Furniture Protection plan read more

We've been very pleased with the service at Ashley! All sales people have been personable and helpful. Delivery of our furniture was also exceptional! read more