Ashley HomeStore

The experience was lovely. Neha was very accommodating and she showed us exactly what we’re looking for. The delivery service they offered makes it worry free for us customers who want to get rid of an older couch, and includes actual set up, assembly and clean up.

UPDATE : The local owner did reply to my review - which is very good ! He suggested that I send an email to his customer service (which i did the same day) - 1 week later not no reply at all!We have purchased a lot of furniture from Ashley’s over the years and we just bought a new master bedroom set. It arrived and some of the drawers a completely different color.I thought that this would be an easy fix. I called the store and was told I need to call the customer service line. They fist suggested I get a small rebate; I explained that having different colour drawers on a dresser looked terrible and a rebate was not an option.They then said they could try and send replacements but cannot guarantee I will get the right colour (really) so I said perhaps I should get a refund, I was told it would cost me a penalty (how is that possible?)I agreed to try getting a replacement, 8 weeks later they arrived and were also the wrong colour.I called back and was told I’m stuck with it. It’s too late for a refund and no discount will be given. So basically I have to buy another set and lose the $2500.The local Ashley store says they can’t do a thing, with the new ownership all customer service is handled by the main office. I know I could take them to court for breach of contract and I would win, but it’s honestly not worth the trouble and I will never buy from Ashley again and no one I know will either

I should have read all the reviews before buying from this store. Initial service was great but furniture was delivered a month and a half after promised date. Communication was poor at best and after some hassles surrounding the pick up, we discussed some kind of compensation with the manager. We have heard nothing and messages are not being returned. I would not recommend purchasing from this store. I do have to say the living room set is very nice and no damage upon inspection. I just hope the warrantee, if needed, is honoured.

We have bought several pieces of furniture recently, and have always been so happy with the service! They are helpful from the sale and beyond, they’ve been so great with any and all issues with we have had and helped resolve them in a timely manner. We have dealt with Glenn in particular - highly recommend!

I love this store and is always my first go to. Neha was a great sales rep who has worked with me on choosing new mattress and frame, pillows and sheets as well as couch over the past couple of weeks. She's gone above and beyond to make sure I am a satisfied customer. I highly recommend.

Lovely friendly staff. The products on display look great. However, we recently bought a sectional which is poorly built. Surprised it even made it out of the Vancouver warehouse. The frame is noisy when sitting on it and the arms lack a solid feel. When pushing on an arm it’s like squeezing an empty plastic water bottle. The material was poorly attached also and had to get a person out to fix. Now waiting 2 months for a second maintenance visit. Just unacceptable. Not the first time either as we bought 4 swivel leather bar stools in the past and they started to fall apart at the 12 month mark. Make sure you you buy insurance as they do t make furniture to last these days!!!

Another DO NOT shop here review. We purchased our couch in June received it in a timely manner in August. It started literally splitting at all the seams in September. We had to wait months for all the parts to come in and then now three more months for a technician. The just cancelled on us last minute today and we are stuck waiting two more weeks again with a couch that is falling apart. Their solution to a defective product is literally to come resew the entire thing in our household. This is a complete joke and their lack of a timely response is just wasting away their manufacturer warrenty. There products are clearly junk and not quality. Spend your money elsewhere and with people who will STAND behind their products and service. This is an absolute joke at this point.

DO NOT SHOP HERE. Ashley home store service has gone downhill in a big way. Three years ago our experience was 5 stars. Now I have a couch sitting in my driveway because I was not informed of or offered “white glove delivery”. I also had to call my sales person to schedule delivery as that wasn’t done at time of purchase even though it was discussed. Customer care was no help either. DO NOT SHOP HERE UNLESS YOU WANT TO BE FRUSTRATED. GO ELSEWHERE!Edited March 22 2023I emailed the provided customer care address 6 days ago and have yet to receive a reply. The customer care phone number I called on March 16 told me someone would call from the store to try to solve my issues. Nobody has called. This response from the owner is MARKETING only and has NO SUBSTANCE. I cannot stress enough, DO NOT SHOP HERE

Glen from Ashely’s in Kelowna was very personable and went over and above to find us what we wanted. The round table and chairs could not be bigger than 55 inches. He remembered there was a table that could fit on the Ashley touch screen. And sure enough it was there. Totally recommend Ashley’s furniture store. What I liked the best was Glenn encouraged us to look around without any pressure. Great shopping experience!

UPDATE: After speaking with my local MP’s office, the advice, and for all of us here experiencing terrible customer service from @AshleyHomeStore is to file and follow up on an official complaint with the BBB. Everyone impacted should do this along with social media.This has unfortunately not been a good experience and I’m truly disappointed and dissatisfied. I spent a lot of time researching the bed that was right for me. Bought it, two days later, the day before delivery, I was notified by the salesperson they couldn’t find the bed I purchased. They offered another bed with a warranty of exchange if I wasn’t satisfied. I explained I felt that bed would be too soft. With a guarantee of an exchange, and the bed I paid for unavailable I had no other choice. It’s been two weeks, it is too soft and I’m having difficulties reaching the care department for an exchange. After 5 phone calls, 2 hours on hold and a trip into the store, I’ve been told there is no refund, and no exchange for 30 days. After 30 days, “if” the bed I purchased is available and in stock I can exchange it. If not, I’m out of pocket $1000. This has been my worst experience purchasing a mattress, ever and I DO NOT recommend purchasing anything at Ashley furniture in kelowna.I am hopeful the store will make this right, and deliver the bed I purchased, take away the one “they chose” that was not adequate and deal with this asap.I am prepared to go public.Is there not a 30 day refund guarantee in BC if a product is unsatisfactory? This is NOT the bed I purchased in the store.I would not recommend this store. This has a total failing grade for service and product.