Ashley Furniture Homestore

This store has the most ridiculous cs policies when it comes to complaining about the mistakes they made on YOUR orders. They don't get back to you and send you from one bot to the next until you give up!! Do not recommend it!!

March 2023 we bought a reclining love seat from Ashley's located at 333 Matheson Blvd W, Mississauga, ON L5R 3G3. When the delivery people came to deliver our furniture, They dropped the love seat on the front right corner. This resulted in a bent frame and torn material on the kick out when he tried to grab and hold on to it. I informed the driver I did not want the sofa now and wanted it returned. As I went to call the store to tell them, the delivery guys told my wife they had to leave and someone would call leaving this broke piece of junk in my living room. Ashley sent out a tech to change the ripped pad and he left. Once again I had to call telling them it was still not fixed as it was all loose and clunking when you sit in the seat. once more they sent an other tech that tore the back a park to adjust it and after he left we had a gap between the console and right side back you could see the window through and the outer side of the bake was loose and wouldn't lock in. Every call ends in text us pictures in detail and fill out the form. The third time they sent a fellow to change the frame for the one seat only rather than replace the sofa as I continued to request. Their excuse was we have to send a tech every time rather than solving the problem or satisfying the customer. After the third tech we now have a 1 1/2 inch gaping opening on the side they continued to make worse and can now look out our window through the back of the sofa. One again I had to call, Once again was told text us pictures. This time almost 5 weeks passed waiting to hear from them and what they were going to do to fix this, but no call. When I called them I was told a supervisor would be calling me. Finally a fellow by the name of Jason called telling me he was from head office and as far as they were concerned it meets manufacture spec and they were not willing to repair it or do anything for me, so it was now my product, use it and live with it. After spending good money and having them damage the produce I now have to live with a piece of junk that looks like I bought it from the thrift shop. This company does not honour it's obligation to the customer and will leave you with damage goods. I had to shim the bent frame my self to help close the gap they created and left me with. I now have subpar product sitting in my living room that I will end up replace and wasting more money. AThe replacement will NOT be purchased with Ashley. Buy Be Ware!!!

We had a big order with Ashley (South Edmonton Common Location) that included Sofa, Chester, Dresser and other items and it was a material amount for a retail customer.
Here are the reasons for the 2 stars:

1-There were delivery delays: Sales Order was dated 16th July, 2023. The first tranche was delivered in 4-5 days time approximately but the second tranche took forever to deliver (finally was delivered after escalation to the highest level) and there was ongoing confusion. Finally the second tranche was fully delivered on 12th August, 2023.

2-We had requested display items should not be delivered. In the second tranche Ashley delivered pre-assembled Chester/Dresser and so there was no way to confirm they were brand new pieces except verbal assurance. Per the response from Ashley Customer Service "When you get a white glove service some of the items , specifically the items that are going to take hours to build in customers house are built a day prior in the warehouse and wrapped in the blanket as the drive team have the limited time in their day to complete all the stops in their day". We should have been explained this process better.

3-After we did the initial deal we realized a couple of items seemed bigger and this portion was undelivered; Ashley referred me to their 48 hour cancellation policy and were asked to pay re-stocking fee if I proceed with cancellation. I would have appreciated some flexibility since you took a month to deliver. Since we did not want to pay the cost so we were forced to take the delivery.

4-While dealing with various teams there was a complete lack of empathy and the resolution offered was completely one sided and there was no flexibility.

This is my second major purchases with Ashley and our first experience was far better.
I would probably think ten times before purchasing from Ashley unless there is no option available in the market.
Thank you.
Nick Ajmera

I bought a couch for my 80 year old parents and the back part sinks so bad that they can't get up. I keep calling and they send out a technician that claim it is fixed but never is. They have been there 3 times so far. Now I'm calling for the forth time and again i have to send pictures, they set up an appointment, they change the appointment, believe that they fix it and away they go.
This is the absolute worst service I have ever experienced and I highly recommend that you buy your furniture elsewhere.

Concerning the Guelph store, purchased bed frame, box spring and mattress. Mattress was in the store and slated for delivery with the other items, but for some reason was not delivered. Delivery scheduling done from Winnipeg and was changed four times, so cancelled and got refund after couple weeks. There were no responses to either phone messages to the store or emails throughout the whole process .. had to go into the store multiple times to try to get things sorted.
Those at the store were pleasant enough, but coordination between different facets of the business (sales, service, delivery, etc.) seems quite pathetic.
The people at the counter ahead of us during our purchase were demanding money back due to inability of Ashley to deliver their purchase. I guess we should have taken the hint at that time!

Amazing customer service and efficient and friendly staff. Took care of my problem in a timely manner. Would highly recommend this company

My daughter love her bed Aaliya was super courteous , I would recommend Trinity common Ashley

I bought a bed and dresser from Ashley two months ago, and they send me but a part of that was missing and I contacted them, the only way is a number with and a chat box . They send two people to our house every week and find out that they got a part wrong, they are one of the worst and I offered to exchange or return when it is in the air, they said it is only possible within 48 hours after purchase, because you signed this contract. you did I suggest that you never sign the contract and don't get caught like me after two months

My husband and I bought what we thought was going to be an amazing couch set!!! It was exactly what we wanteduntil we got it delivered. 3 pieces didnt even make it off the truck as they were damaged and faulty. Not even an hr after the delivery guys left I noticed my one recliner was also faulty and making a weird clunky sound when reclining and the other 2 pieces had stitching coming loose, staples falling out from underneath. I called customer care and they informed me since its already in my possession that I have to wait for a tech to come out. That was unacceptable as it was jsit delivered. I called the red deer store and spoke to an associate and he assured me yes they would send out a new piece with the other 3 they needed to replace. Perfect. I still was not happy with the experience so I spoke with the manager Peter who didnt seem to care or want tk listen to my issues. Kept telling me that I can have a tech come out. I said no! I didnt pay $8500 for a tech to have to come service or take my furniture and that I wanted a whole new 6 piece set. He was very rude and said he cant do that. I have to pay a restocking fee if thats the route I wanted to go. I said again, unacceptable, I was promised high quality high durable furniture and it didnt even make it off the truck because of damages and being faulty. Peter kept telling me that was policy, and then finally said fine I will put a request in for 6 new pieces and I asked how long that would take. He very aggressively stated I dont know I then again expressed my frustrations and he yelled omg and hung up on me. I proceeded to call back and was informed that he didnt want to talk to me and he no longer was in the building! I continued with calling customer care 5 more times only to be treated with such disrespect there. Every single one was basically reading off a printed script as to what to say. I now have ti pay $840 for them to give me a refund! Every time I called, they tried adding an extra charge on top of it. Their service is absolutely disgraceful, and how they are treating their customers is unreal!!! I tried to fight for my rights and not have to pay the $840 and they refused!! If anyone knows how I can get that money back, Im open to all suggestions!!

I got a new bed in January. The bed had digs out of the wood on head board rails and foot board. You could see all the holes where the nail gun had gone. The sides of the post did not join properly. They brought me a new bed and the headboard and rails were OK. The footboard 6 times they brought me had digs out of wood and nail gun holes. Customer service told me they will bring 1 more time and that's it and the nail gun holes are normal. Then they offered me 15 % off or get a different kind of bed. I told them I wanted this bed and I would continue to send it back till they got it right. I asked to speak to supervisor and she said they would call me back. What a waste of time and money.