Ashley HomeStore

Do NOT buy any extended warranty! When I bought the warranty, there were no any unfair condition (please see attached warranty card). All the terms are clear on the card. The sales told me I can get full credit after warranty expire. But now, Ashley guest care told me I can only have 25% of the credit. Ashley changed their policy and forced me to accept it. I absolutely cannot accept it! I will keep complaint to Ministry of Government, even small claims court.

It's been nothing but a negative customer experience so far... I'm having a really bad experience with Ashley, bought a dining set, should have been delivered in March, after several calls it was delivered in May. Upon delivery the table corner was crushed, the delivery guy said he will report it and have a replacement sent. After several phone calls with Guest care I'm now advised that the table will not be replaced but repaired. They have to take it away for another week, should be back by end of May. This item will now be considered refurbished. When purchased it was listed as new. The price charged was for a new item to be delivered not a repaired item. I think the right thing to do is replace the item with a new one and also eliminate further delays. This review is just so you know the business practice and hopefully Ashley will rectify the situation. I will update this review...

I just received the delivery of the beautiful sofa purchased for our new house! It is absolutely gorgeous. The delivery was very efficient and quick but I only hoped if one of the people caring for the furniture handling had taken the shoes off for the new carpet we laid out for the sofa.. but they were very nice people honestly. I highly recommend!

Worst customer service ever !! Don’t go by the brand name “Ashley” means nothing after you get damaged products. Instead of replacing with new items they will do patch work!!! All items ordered 3 months back arrived with something broken. And yes the customer service manager will be not be polite when we you request for a brand new replacement. Sales team will take no responsibility after the sales is done.

The customer service was wonderful, the staff were all incredibly friendly and eager to help. We were assisted by Sandy, who was an absolute gem to work with. The prices were quite fair and there are some pretty good finds if you take your time to browse. In terms of shipping, their next availability was quite soon (would wait 2 business days). I can't comment on shipping services yet but will update when the item arrives

If you are buying something from the store, you are okay, I guess. You see, you know and you buy!But don’t let the sales person convince you to buy new items through them. You are better off placing an order online. Once you place a new product order with them, you are doomed. In case your order is not what you expected it to be, they would tell you it’s the delivery team’s fault maybe, guest care will take of you maybe…all in all they have no power, if you are an unhappy customer. I received a brand new sofa with two different coloured seat cushion and guest care first convinced me it’s just the cover. But they are two different seat cushions. The firmness and even the seat depth is a big give away. I had opted for white glove delivery, but they didn’t bother checking this when they assembled the sofa. Now I’m stuck in the customer service cycle. The showroom cannot do anything it’s not from their floor. So if you have a bad delivery, you better have a lot of time and patience on hand.

Worst Customer Guest Care ever!!! They don’t care about the customer AT ALL. Don’t get deceived by the 5 star reviews, they didn’t deal with the customer care, otherwise they would give one star. We bought a coffee table 6 months and when it got delivered, the top was not aligned properly( it’s one of those with moving top). We called Customer Care and video called with a technician and he said the table should be replaced. We waited couple of weeks and another technician called us to say that Ashley don’t replace anything and the just fix the issue. We waited couple of weeks, technician came to fix the table but after examining the issue, he said the surface is curved and it needs to be replaced. OMG we have waited weeks for the same answer!!! Again we waited more weeks for the surface to arrive, the technician tried to change the surface but after two hours he couldn’t and said it cannot be fixed here and he need to take the table to the factory. And while he was putting back the old surface, he broke a leg of the table!!! You could imagine how frustrated we were at this point. Again after one week they took the table to fix it, and today after one week to no surprise the table came back with the top not being fixed and a corner of the table being badly damaged!! I mean after 6 months, hours of wasting time on phone with customer care, the $800 coffee table still has the problem it had the day one plus now it has a terrible dent at one corner. And the worst of all this is that no one, no one take responsibility for what they have done! Take your money and shop from a company that care about you and your time! Ashley is worse. I don’t know what else should happened for Ashley to replace item by new one instead of to try fixing it.

Be careful when you order from Ashley. My parents spent over $25,000 and bought two sofa sets and one dining table set. When we were buying they told us to get the warranty it covers everything. But it really doesn't. All our furniture came in different time frames. We understood and was accommodating since its covid and there are manufacturer delays. We saw a few cracks on some tables and some piling on one sofa set, they ordered some parts to my parents house and we never heard from them. Literally waited for 6 months trying to be understanding customers that they might be super busy. Fast forward, I called them asking for an update and they instead were like its your responsibility to call. Then, when one of the side table wasn't fixable they delivered a new table, the delivery people were like which one are we taking back? I was at work so my parents were clueless and left me super annoyed. Isn't it their responsibility to know what is happening. The communication between the teams is horrible. The sales team only care about the sale. The moment you swipe your card they don't care about you. And the quality of sofa fabric is horrible. . My mom has to put a sheet on top of the sofa so it doesn't scratch her grandson. They said the piling isn't covered. I understand that, I have tried three different methods to remove the lint and still no success. I have owned sofas from Ikea that have better fabric quality. Even for the coffee table, the wood is chipping off. How is the wear so extreme? I will never buy from Ashley. Please don't waste your money. Their service and quality isn't the same anymore.