A woman says she was left disappointed after a new couch she ordered from Ashley Furniture allegedly arrived with signs of prior use and structural damage. She shared her experience in a TikTok video, claiming the $3,000 purchase was covered in dog hair and broke within minutes of being delivered.
The claims have attracted attention online, with other customers sharing their own experiences in the comments. Ashley Furniture has not publicly responded to the specific allegations described in the viral video.
Order
Nina Alexander, who posts on TikTok as @shesninaalexander, said she and her family decided to replace a couch they had owned for eight years.
According to Alexander, they purchased a new couch from Ashley Furniture for about $3,000. The order also included furniture removal and protection coverage.
She said the delivery arrived two days later than expected, but the delay itself was not her primary concern.
| Order Details | Information |
|---|---|
| Retailer | Ashley Furniture |
| Customer | Nina Alexander |
| Estimated Cost | About $3,000 |
| Platform | TikTok |
| Main Complaint | Alleged used and damaged couch |
Complaints
Alexander claimed she noticed problems with the couch almost immediately after it entered her home.
She alleged the furniture was covered in white German Shepherd dog hair, including the cushions and pillows. Having worked as a veterinary technician for 15 years, she said she believed she could identify the type of dog hair.
She also claimed the couch had visible stains and that the loveseat and sofa did not match in color.
According to Alexander, Ashley Furniture representatives acknowledged during phone conversations that there appeared to be issues with the product. The company has not publicly confirmed those claims.
Damage
Alexander said she discovered another issue when she sat on the couch to test it.
She alleged the base of the couch broke beneath her, with staples coming loose and a hole forming in the bottom structure.
She said she decided she wanted to return the furniture shortly after it was delivered.
Replacement
According to Alexander, Ashley Furniture offered an even exchange and invited her to choose another couch in the store.
While considering a replacement sectional, she said she asked a sales associate to stand on the base of the display model after removing the cushions to demonstrate its strength.
Alexander claimed the display couch also broke during the demonstration. She said she photographed the incident and later contacted corporate representatives to discuss her concerns.
Reactions
The TikTok video generated thousands of views, with many commenters sharing their own experiences involving Ashley Furniture.
Some users criticized the company’s product quality and customer service, while others described separate delivery or installation issues involving furniture purchases.
These accounts represent individual customer experiences and have not been independently verified.
At the time Alexander posted her video, she said she was speaking with corporate supervisors and considering legal action related to the purchase. Ashley Furniture has not publicly commented on the specific allegations made in the video.
FAQs
What did the customer order?
She said she ordered a $3,000 Ashley Furniture couch.
What problems did she report?
She alleged dog hair, stains, and structural damage.
Where did she share her experience?
She posted about it on TikTok.
Did Ashley Furniture respond publicly?
No public response to the specific claims was reported.
Did other customers comment?
Yes, several shared their own experiences online.
