Ashley Store — Local services in Nashua

Beyond Disappointed – Poor Quality and Unacceptable Service from Ashley Furniture

We purchased several pieces of furniture from Ashley Furniture in January 2025, including a dining table that turned out to be a source of endless frustration. On the day of assembly, we immediately discovered two major issues: the table was unstable and wobbling, and the extendable middle section didn’t function at all.

We contacted customer service right away and were told someone would follow up. That follow-up never happened. We lost count of how many calls we had to make just to get a response. Eventually, they agreed to send replacement parts — not because they had identified the problem, but simply as a guess. They had no clear understanding of the actual issue.

We waited for months. It wasn’t until early May that the replacement components finally arrived: two extremely heavy table bases and a metal frame. We had to schedule another appointment for reassembly ourselves. When the technician arrived in mid-May, it was just one person — clearly not enough for the heavy lifting required — and my husband had to help with the process.

The most frustrating discovery? The technician confirmed that the real issue wasn’t defective parts at all. The table had been assembled incorrectly the first time. The metal frame they sent us wasn’t even necessary.

After all this, we were left with heavy, unwanted parts (see picture below). When we asked Ashley to pick them up, customer service bluntly told us they “don’t take trash” and that disposal was our responsibility.

This experience highlighted multiple, serious failures: Poor product quality and inspection. Unprofessional and incorrect initial assembly. No proper diagnosis of the problem — just guesswork. Months of delay and no proactive communication or follow-up. Zero accountability from customer service when asked for an explanation. No concern shown for our experience, even when we expressed our frustration.

Ashley Furniture made us feel ignored, dismissed, and ultimately cheated — of both our money and time. Their customer care was shockingly unhelpful, and the overall experience was far worse than disappointing. We will never recommend Ashley to anyone. It has been one of the worst retail experiences we’ve ever had.

UPDATE, 5/20/2025 I called Ashley customer service again on 5/19/2025 and they promised that they would report to management and I will get a call within 24 hours. Guess what? No one called and no one is following up,again.

Ashley Furniture sells poor-quality products, provides terrible service, and takes no responsibility for their mistakes. Save yourself the money, time, and stress — shop elsewhere.

UPDATE 6/3/2025 — After further communication, Ashley Furniture followed up and resolved the issue. They came to pick up the unnecessary hardware left behind. I appreciate their effort to make things right and want to say thank you for addressing the problem. It made a difference, and I’m glad we were able to reach...

DO NOT BUY FROM THIS STORE. I ordered a bed set and couch set the 2nd of January. I was informed that my bedroom set would be ready in 10 days and my couch set would be in within 2-3 weeks. My experience with the sales personal were great. However, that’s where the good experience ended. I never got a call to inform me that my bed set was ready. I continued to call about the update of my order. I was finally informed that my bed set had been fully in but they hadn’t called to make a delivery date because my couches weren’t ready. At this point it had been over 3 weeks since I made the purchase. I made an appt to have my bedroom set delivered but was told my couches would not be in until the first week in February. Then I would have to schedule an appointment to have it delivered. I decided to cancel the couches due to the only reason I bought the set was to get them sooner rather than later. When I called the representative, she told me that she would call me back. She never called back. The next day I received a call from the manager. I told them the experience I had and that I wanted to cancel my couches but keep the bedroom set. He started giving me attitude telling me that my couches were already in and basically making me feel like I was the dumb one for expecting them to come in before my Super Bowl party. When I told him I didn’t appreciate his attitude, he stated that he wasn’t giving me attitude, he was just stating facts. The rudest customer experience I’ve ever had. Because of this interaction, I’ve decided to cancel my whole order and will NEVER order from Ashley’s again. This is the break down of my experience:

When first looking at couch set, said it would be 6-8 weeks but when I came back to buy my bed set 3 days later, I was informed the couches would take 2-3 weeks so I decided to buy it. Never contacted about my bedroom set being ready so I I’ve been sleeping with my mattress on the floor. Keep calling for updates and one of the associates could not figure out what was going on with my account so had me call the warehouse myself. The warehouse associate apologized because she said that I shouldn’t have to call them to find out what is going on with my order. It was the associates job to give me the update. I call to cancel my couches; associate says she’ll call me back but doesn’t. I receive a call from the manager and he was rude because I told him my experience and because of that experience I was cancelling part of my order. Then he was extremely rude and because of him I’m cancelling my full order instead of half and will NEVER shop at Ashley’s again.

Please...

We purchased our furniture the first week of March. The sales associate never made it seem like it would be a long time to fulfill the order. We were told 3-5 week eta from sale to delivery. It is now 5/11. We got our delivery yesterday. The $2k table and chairs are perfect. The couch is a mess. Wires ripped apart everywhere. Connections missing everywhere on the love seat. It has an electric panel, which I was apprehensive to purchase but my wife liked the amenities it provided. The delivery team was seemingly not competent enough to connect the electrical components for that love seat, so the recliners, headrests etc do not work. The delivery team told my wife it was a "blown fuse" (hilariously inept thing to say about modern TFT displays) and then said they'd send service. I got home to find several stripped wires, and 2 connections not even made, which would seem to be the actual issue, rather than a fuse as if it was some sort of tube amp or transistor radio LOL. The delivery team did not notify anyone of the issue. Upon followup next day, no one knew that it was not successfully installed. Classic! So I wait for 15 minutes on hold with the delivery department, who had to scramble, I'm sure, because of their co-workers carelessness. The repair/service aspect has me confused, because I was told they'd just order some wires and maybe in a week, week and a half, a tech will be able to fix it? Provided they ordered the right parts...I would think diagnosing the issue would be the smart thing to do. Ultimately, this has been a terrible experience. Every call into Ashley Customer service has been responded to with cluelessness and poor responses. Such as "maybe follow up in a week and see if there is a new ETA. We aren't sure why we can't get your couch" and "This shouldn't be taking so long...I'm not sure why that's happening. After delivery, we can talk about refunding you some money" to kick the can down the road... I am sure this is not the fault of the random CSR's answering the phone. They clearly don't have the management support or resources to figure out anything in regards to logistics, within their own network. 3 months of "not sure why we cannot fulfill your order, actually!" with no followup, each time it was us calling. The sales person didn't even know the order hadn't been fulfilled yet...which is an embarrassing thing to admit. Just awful and it would be hilarious if I didn't spend $5k on this stuff. The only positive has been JUST delivery in Hudson, they have all been responsive and easy to talk to, and accurate and transparent. So that...