BUYER BEWARE: After all of the tribulations that I have gone through, and all of the money I have spent at Ashley HomeStore Canada do not buy from them! I had my delivery that was only partially received scheduled since early August, confirmed with their Customer Service Department that all of my furniture would be delivered on September 19 for the time that I booked the elevator for. Yeah, that never happened; the days leading up to my delivery, I received a text asking me to call and book a delivery date... Wtf!?!?! I called and spoke with customer service, who were very rude, especially when I asked for my call to be escalated... Oh yeah, did I mention, I have all this recorded. Finally, after working with the store manager, was able to get my delivery date and time as originally scheduled. Now comes the day of delivery... Delivery guys move my bedroom set up to my unit; while we are on way up, I am told that they are a time frame and need to be done by a certain time or they get dinged for being late. I never did get all of my furniture off the truck. They said, without even pulling my sectional set off the truck and making a delivery attempt, was told that they would not be able to stand the boxes on a the proper angle to get into my living. My ceiling is almost 8ft, and again, this is a sectional. They told me I either have to sign a damage waiver or go back to the store and choose another living set.... Pardon me? Yeah, so they took the living room set back to Mississauga. I got to the store and speak with both managers and the dude who sold me the furniture for my entire condo. They read the notes from the delivery guys and measure each piece of the sectional; delivery guys were full of shit, and just wanted to make their next delivery on time. I get a call from customer service saying my sectional is now available for delivery but I can't get it for another 2 weeks! Not acceptable, as I am sitting on freakin lawn chairs! I call customer service again; this time I am told that I can be added to the add on list for cancellations... Boom, I get a call Wednesday night, saying my sectional can be delivered this weekend (Sept. 26), ok awesome! Girl tells me to call back first thing in the morning to confirm my elevator time. I call as soon as their customer service opened yesterday (Thurs.) let them know elevator booked for a certain time, Rep confirms it is the system. 2 hours later I get a text saying that my delivery is scheduled for a completely different time than what I have booked. Call customer service again, the dude that I spoke with confirmed that everything is scheduled for the time I requested...do I not get an email and phone call saying otherwise... Wtf!?!?!! Get back on the phone with customer service, dude says he doesn't understand why delivery planning is not seeing the booked time because it is clearly there, in all of the documents and should be acknowledged as such. He tells me that he is emailing delivery directly with all of the documents showing the correct delivery time frame. Ok, thanks... He was supposed to call me to let me know... I have not heard anything. Today, my delivery is coming tomorrow, I get a call from delivery planning confirming my delivery time for tomorrow. It. Is. The. Wrong. Freaking. Time!!! I said to him, look, I don't know where you are getting this time frame from, but I have confirmed with several people already that you are supposed to be delivering for the time documented in your system, and I don't understand where you are getting this other time from... Dude hung up on me. Now I am left in limbo, don't know when my furniture is supposed to arrive, but I only have the elevator for a certain period of time, and if they come after, they are going to be carrying it up multiple flights of stairs. UPDATE: just got off the phone with Ashley Furniture, and what a slap in the face. I was told that I was reimbursed on my delivery fee - How does someone get reimbursed on something they didn't even pay for?? I was then offered a gift card for $150. Do they really think I want to shop at their store ever again?? I am going to email their head office and cc our ombudsman as well. UPDATE: As you can see from the response below, they have no accountability for their actions or the actions of their stores. I am now working with an advocacy group. https://www.facebook.com/groups/695308394647946/?ref=share read more

Delivery people damage the table they delivered. Ashley Furniture refuses to exchange the table. Ashley Furniture has not resolved my complaint and refuses. I did not purchase scratch and dent merchandise. I should not be left with scratch and dent merchandise. read more

Extremely disappointed on their delivery service. My parents ordered a sofa table in August and have been back forth with the company on the damages done to their 2 year old driveway. The driver backed into our driveway not checking the steepness or angle before hand, causing deep enough scrape marks and a couple chunks along the seam of the cement. The company will not take action in repair or to help compensate for their own doings. Which in my eyes is very unprofessional and not a way to keep customers. My mother saw and heard the noise of the damages and they still won't do anything about it. Not even a discount on the 25lb product 2 men couldn't walk up our yard. We have had many deliveries at my parents house and not once has an experienced truck driver even tried to park on it. read more

See all

I bought 2 recline sofas from Ashley, the London Ontario branch, and after more than two months they arrived at my house, and unfortunately they have manufacturing problems because of the delivery service, which dealt with the sofa in a bad way, as he put them on the street in front of the house and then carried them to the second floor, so it happened that one of the seats was broken from the back and scratched Leather for one of the seats, cutting the electrical wire that occupies the seat, and installing the sofa unevenly for the seats, and also the screw is out of its place, and I spoke with the sales manager and the branch manager to no avail, and I spoke with the customer department also to no avail, and this caused me and my family inconvenience, because I bought a new sofa and it had no defects or problems. But they are a company tired of after-sales services, and they try not to serve the customer clearly, and they do not answer any phone and do not respond to the customer, and all this matter is as if there is no owner for this company. So where are the owners of the company from the behavior of their workers that are not good? I do not advise customers to deal with them. read more

See all

Thanks for the response Ashley, but I want to let you know I actually called the store to tell them this and they COMPLETELY DISMISSED it!! They did not even take my name down and went on to say she is the 'sales manager' and implied that there is nothing they can do about it. I'm pretty certain that's what is going to happen with the email you have given me as well. It is simply going to be ignored and the employee is never going to be disciplined! This is going to continue on..... Us customers are going to be called words along the lines of ''dumb'' and you are not going to do anything about it. Its not going to be long before people start noticing and the effect will be felt. read more

Ordered a couch for our new home, and paid for the "White Glove Delivery". The walls in our home were destroyed during the delivery, as our couch literally went through the wall in multiple spots. After the delivery people were done joking about the damage, we called Ashley HomeStore who informed us there is nothing they can do, except refund the delivery fee. Now we have holes all over our new house, but at least I didn't have to pay for the holes? The couch was damaged as well (shocking), although Ashley as offered to send someone to fix the fabric (to be determined, nothing confirmed to that regard as of yet). We still have a lot of furnishing to do, and can say with certainty that NONE of it will be purchased from Ashley HomeStore. Recommendation to anyone looking to buy furniture here, perhaps shop around a bit, or load up on drywall before you order! Scary, scary service read more

Hello Dears, I just want to start with: This is the worst furniture store I have ever purchased from. I bought a complete set of bedroom and paid around 4500$ for it plus mattresses- I couldn't attach photos here, but the drawers are misaligned, bed rails are damaged, dashboards are full of scratches and one of them is broken. Their after sales customer service is very disrespectful, and they are taught to treat customers in a disrespectfully so that they stop claiming warranties or report damages on delivery. Long story short: I will never buy anything from Ashley, and I would not recommend them to anyone. I wish that there is a Zero Rating, 1 Star is too much!!!!!! read more

BUYER BEWARE!!!!!! 0 stars I don't even know where to begin with this except to warn you and tell you to take your business elsewhere. The store manager and company have a complete LACK of customer service once they have your money. Please read this review until the end and I will save you the hassle of ever having to deal with this store and their so called customer service. My husband and I were looking for a large sectional for our newly finished basement. We decided to try Ashley Furniture on Wonderland Rd. We found a sectional and ordered it knowing we had a 4-6 week wait for our couch. After 5 weeks it arrived. We were really excited to get it all set up...only to find the chaise portion of our couch had a completely broken wooden frame underneath. It was crushed.The wood was swollen almost like it had been wet at some point. Not even put together. This part of the couch was completely broken therefore the chaise of the couch wasn't even functional. My husband called the store right away and spoke to the man who sold us the sectional. He quickly directed us to "Customer Care" because it was apparently faster to deal with them. My husband spoke with a person who said he could live chat with a virtual agent and show them the damaged furniture and that they would then decide if it was repairable or if it could be replaced. We wanted a replacement piece right off the bat but that isn't their policy. They will always repair over replacement (great customer service when you've just spent a lot of money, right?!). Of course there is no live chat with anyone unless you call a robot a person. He kept getting the same automated responses and eventually called Customer Care back. They said the live chat was broken and to send in pictures which he did right away. No one got back to him. He had to call back and they said after looking at the pictures they would have to send a technician to look at the couch in person. Of course my husband had to follow up on that as well to actually get an appointment booked which took over a week. Technician finally came. Said it's repairable. Says someone will contact you to arrange for pick up to bring the broken furniture to their repair center. After 48 hours we still had no response on that and had to follow up AGAIN. Nothing had been arranged. If he wouldn't have called, we would probably still be waiting. My husband has had to hand hold this process the ENTIRE time. After my husbands follow up it took an additional 10 days to have our furniture picked up to be fixed. Now in between dealing with all this we tried MULTIPLE times to deal with "Customer Care" and the store about getting some money back for sending us a damaged piece of furniture which was supposed to be brand new (not damaged and then repaired). I might add they refuse to send or show you pictures of what they have actually repaired. Just cover it back up and you have to take their word for it. They refused both of our requests to have it left open underneath so we could see how it was fixed and to make sure proper materials were used since obviously they use garbage to build their furniture. We were told by someone in Customer Care that a technician could be sent when our furniture was brought back so we could inspect it and then they could put the dust cover etc back on. Apparently that was a lie. The only thing they will do is maybe some money on gift cards. My husband told them we don't want gift cards. We would like money off because we never want to shop at this store again. But again, their policy apparently states they don't give any actual money back. We also contacted our salesman about getting money off of the ottoman we purchased to try and make things right during this ordeal (might be a nice way to try and satisfy the unhappy customer and have them potentially return in the future). It had gone on sale for $200 off but because it was over the 30 days stated in another one of their policies the manager of the store refused to do anything. Why would they, the company has our money so they wash their hands of you and just keep telling you to deal with "Customer Care." Which I might add again, is AWFUL to deal with. We have never experienced such a complete lack of customer service EVER. They do what works for them and do not care at all about the customer being happy and potentially coming back to spend more money in their store. Our couch was delivered September 1st. And we just got our piece back September 30th. My husband called Customer Care so they could discuss their "customer appreciation" once we got our piece of furniture back. They actually did give us money back instead of a gift card. A whopping $70.00. They made sure to tell him that they typically only give $50.00 per month that you are out your furniture so we were really lucky getting a whole $70.00....as if that is supposed to impress us. If you do decide to shop here, don't say I didn't warn you. read more

BUYER BEWARE: We were in the Ashley Store shopping for a new couch & top mattress August 3rd! We went through the entire purchase process! We were in store for a while! They told us delivery would be end of August, so we cleaned house, got rid of furniture! NOW, when I called to check on the delivery status we were told another 3-5 weeks! Here it is well into September, we have grown adult kids now that come to visit and sit on the floor on blankets and pillow as we are still waiting on our couch to be delivered. NOW, it will be the end of September, beginning of October. Should have gone to Teppermans or Leons. read more

Their aftersales service is not fair to seniors and they don't Honor their own warranty policy also there reviews are not honest buyers beware read more