Ashley HomeStore

I am really disappointed. We are newlyweds and we chose Ashley to buy furniture for our home. We placed a simple order at the store. We wanted an L-shaped couch, a fireplace, and a TV stand. They said it would be delivered within 9 days. The couch arrived, but despite showing them the measurements of the room, the L-shape was in the wrong direction. We sent an email, and they said they would get back to us within 5-7 business days. Ten days have passed, and we haven't heard anything. Today, they delivered the fireplace. It is completely different from what we wanted. It has shiny stones instead of wood. Out of the three things we bought, two were wrong. It shouldn't be this difficult. We want exactly what we showed them. We want these items to be taken back as soon as possible, and we want our correct orders to be delivered. We have been truly victimized. We are looking for someone to talk to.

I am writing to express my extreme disappointment with the customer service I have received from your company. I ordered a dining table and four chairs from your Kitchener store and the delivery was on May 30th, and when the delivery arrived, I was informed that three parts were missing. I called customer service the same day, and they told me that they had sent an email to the warehouse and it would take 24 hours to get a response. I called again today, and they said it would take 48 hours to get a response from the warehouse team. No one has been able to give me an estimated time of when I will receive the missing parts.I am also very frustrated that I have not been able to get a hold of anyone who can give me a straight answer. I am very disappointed with the level of customer service I have received from your company.I have a party scheduled for Friday, and I am now very concerned that I will not have my dining set assembled in time. Unassembled stuff with missing parts is laying in my living room.

Update: They don’t check their email/ you need an order code to use the phone number otherwise you get a bounce back. I still don’t think it’s worth commenting on what happened at the store here, but considering how this company seems to be operating (tons of facebook group horror stories), I would say that I am the very least of their concerns.—————I shared my experience at this location on April 4th by contacting the email that I had found through these reviews directly, as I felt like the matter should have been dealt with privately. I have yet to hear back about the inappropriate behaviour from staff that I experienced and this was almost 2 months ago. I’ve sent a follow up email so hopefully it can be addressed soon.

Their white glove delivery team installed the bed headboard panel upside down and a dresser that was delivered is slanting backwards which they had to support with packing underneath so the drawers don’t fall. Called their customer care team and a technician is being sent a week from now. Once the sales is done they don’t care about their customers.They talk to you like it’s no longer their problem and they deal with it at their snail pace.

We purchased a king bed frame that we paid for in cash. The invoice is showing the correct method of payment yet it was sent to fairstone for financing. It’s been 3 months that we have been trying to clear this up and all I get told is that it’s a dispute between the accounting department (that they won’t transfer me to) and fairstone. Every time I call the manager is not in or says that he’ll call me back and doesn’t. When I call the 1-800 number the customer service reps say they don’t “deal with account issues” and refer me back to the store. Horrible experience and the issue is still not solved.

Had an absolutely pleasant shopping experience being assisted by Priya - such a lovely sales staff. I came in not knowing what couch I really wanted - I thought it would be easy. Priya was patient as I tried all of their couches, narrowed it down to 3, then tried all 3 again. I was super indecisive but she was very patient. Also great experience talking about mattresses with Kolby (I hope I got the name right). He almost convinced me to buy the mattress (only my wallet stopped me).I just got my couch today and it goes so well with the rug i picked from their store too. Really happy with my purchase. :)

Huge catalog, quick, effective and pleasant delivery. They were careful not to damage my product or condo.

Literally just purchased the livingroom set our dreams today!!! My husband and I had the best experience dealing with Sheila and Tim they were both fantastic. Very knowledgeable, friendly and worked within our budget. We really appreciated the time they spent with us every step of the way they honestly went above and beyond for us. So excited for our furniture to arrive this week! ⭐⭐⭐⭐⭐Big thank you to Sheila and Tim !

I wouldn’t recommend this store or Ashley in particular to anyone. I had a horrible experience purchasing furniture from this store. I got a defective furniture delivered and the delivery person gave me a hard time to take it back. They also mentioned that if they take it back, they will fix it and it might be more damaged the second time and re package it as a new one. If I end up returning again I will be paying the restocking fees. When I reached out to the store in person, the store manager was very unprofessional and racist in my experience. He kept repeating that they are there for sale and won’t do a thing about it. The whole experience was an ordeal to say the least.

Kitchener locationWent with my husband for the first time tonight to buy a dining room set. Sales associate Khushi introduced herself gave us the summer sale info .. we said we're going to look first to see what they had and we would find her if we needed her. She followed us around and by the 4th time she asked us if we needed help I had to ask her to leave us alone. My husband got up and left. We were only in there maybe 15 min. So annoying.