Woman orders new couch on Ashley Furniture for $3K. Then she sees what they deliver: ‘The entire couch is covered in it’

Choosing a new couch is a big deal. It is the focal point of any living room, and it is a key leisure spot where a family spends a ton of time.

It has to be comfortable, which means many do not mind shelling out a bit more to make sure they get it right.

One woman says she spent around $3,000 on a new Ashley Furniture couch. When it arrived, however, she says she realized within minutes that she needed to return it immediately.

Nina Alexander (@shesninaalexander) recounted the story in a recent TikTok video, which got over 96,500 views.

What Was Allegedly Wrong With The Ashley Furniture Couch?

“I’m literally shaking right now,” Alexander says at the start of the video.

According to her, she had owned the same couch for eight years before she and her family finally decided to get a new one. She says they went to Ashley Furniture, picked out a couch, added couch removal and insurance, and expected the delivery on her birthday.

Instead, Alexander says it came two days later. “Not a big deal. It is what it is,” she says.

The issue, according to her, was the condition of the couch once it arrived.

“I was sold and delivered a used couch from Ashley Furniture,” Alexander says.

She says she has recorded phone conversations where Ashley Furniture representatives allegedly agreed that something was wrong with the couch.

“Even their representatives said it’s clear that I was given a couch with a tag on it, in plastic, in a box, covered in white German Shepherd dog hair,” she says.

Alexander says she recognized the hair because she worked as a vet tech for 15 years.

“I can name any dog from their hair if you gave me a piece of it,” she says. “Covered. The entire couch is covered in it. The pillows are covered in it.”

She says she first noticed the issue almost immediately after the couch entered her home.

“I had owned the couch less than two minutes,” she says.

When she sat down to test it, Alexander says the couch broke underneath her.

“I hear all the staples break,” she says. “You could put your hand through a hole through the base of the couch.”

According to Alexander, the couch also had stains, dog hair, and a color discrepancy between the loveseat and sofa.

She Says A Replacement Option Also Broke In The Store

Alexander says Ashley Furniture agreed to an even exchange and told her to go back to the store to pick out a new couch.

She says she asked someone from corporate which couch they would choose, since employees would presumably know which ones are better or worse.

Eventually, Alexander says she found a sectional option in brown leather, oyster white, and a dark green chenille-style velvet. She did not love the options, but she thought the brown leather might work.

Before agreeing to take it, however, she says she asked the sales associate to stand on the base of the display couch after removing the cushions.

“I will get this leather sectional if you can jump up and down on the base of it,” she recalls telling him.

According to Alexander, the couch broke underneath him, too.

“The wood goes flying everywhere,” she says.

She says she has photos of the display couch breaking.

“He broke it,” she says. “He turns bright red. It’s not funny to me at all.”

At the time of the video, Alexander says she was on the phone with corporate supervisors and was considering threatening litigation over the roughly $3,000 order.

“The point of this video is I hope Ashley hears it,” she says. “And I hope someone who’s considering getting Ashley Furniture [decides] to not do it.”

She Is Not The Only One Complaining About Ashley Furniture

Several other customers have also come forward online with complaints about Ashley Furniture’s quality, customer service, installation teams, and delivery issues.

One customer filmed the floorboard of her $1,000 bed, showing that workers had allegedly only placed three pieces of support under her mattress and had not even tightened the screws on either side.

Another more serious complaint came from a woman who says her elderly mother ordered a $15,000 Tempur-Pedic mattress from Ashley Furniture that was not only installed improperly, but also more uncomfortable than what she previously had.

A third woman described a cycle of never-ending back-and-forth with Ashley Furniture customer support after her $6,500 order arrived incomplete and impossible to put together. She was so frustrated, she put together a WordPress blog to document exactly what happened.

Commenters Share Their Own Bad Experiences

In the comments, several viewers said Alexander’s experience did not surprise them.

“I used to work for a furniture store that sold Ashley furniture,” one commenter wrote. “They are about – if not – the cheapest furniture you can buy. When customers would look at them I would tell them that it will only last up to one year if your lucky but the cushions will sink within a few months.”

Another person claimed they had an even worse issue.

“I think I got bedbugs from them!” they wrote. “They were in the couch….horrible horrible company.”

A third commenter said their couch was damaged during delivery.

“I bought a new couch, and upon delivery, it was dropped from the truck,” they wrote. “Heard a loud crack. they just left it in the building lobby, even though I had asked for it to be brought to my apartment. so I had to wait until my son got back from work. he sat in it and there was a huge crack. he’s average weight. I called Ashley’s and was pretty much told ‘too bad’. never again.”

@shesninaalexander #ashleyfurniture #ashleyhomestore #horrorstoriestok #newcouch #sectional ♬ original sound – Nina Alexander

The Mary Sue has reached out to Ashley Furniture via email and Alexander via TikTok messages for comment.

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