Ashley Furniture Homestore

Product was delivered to the outside of the house (other companies deliver into the house). We would have paid the extra fee had we known, but nobody told us delivery did not include brining it into the house. The product came wrapped and we kept it in the original wrapping as we were doing some drywall repair/painting. I took off the original wrapping 4 days later and found three tears. I e-mailed the next day, never heard anything back. Two days later sent an online complaint, got an e-mail saying, too bad you reported the damage in 4 days but you only have two days to report. I called customer service and the store manager. They were not willing to repair (wanted us to pay $300 for materials to repair the brand new sofa we bought from them), not willing to replace or even offer a discount. The material (supposed to be a leather sofa) is thin and such poor quality at the area or the tear. When I was appalled by the poor customer service and that we payed a lot of money for damaged furniture and they took no responsibility, I wanted to cancel the rest of the furniture that we didnt get yet but they told us they would charge a 10 % restocking fee. I have never had such bad customer service before. I will never purchase form this company again.

Where do I begin with this joke of an organization/company. I want to make as many people aware of this company and to take everything I'm about to tell you as the absolute truth. Back in March before COVID we had gone to the Stoney Creek location (since closed and moved to Hamilton) to buy a new living room set to include large coffee table, couch, oversized chair and ottoman with some other accessories to match the look. We spent over $7500.00. We bought the extended warranty as well and was told it would be two to three weeks before arrival. Within that timeframe the furniture arrived. Keep in mind it's now COVID time. We received a call from the drivers saying that because of COVID they would not be allowed to unpack the furniture and set it up for us as per the new rules. They said they could bring it into the front door and place it all there which we were fine with. Guys arrive, drop furniture and leave. My wife and I unpacked all the furniture only to find a variety of things wrong with EVERYTHING we ordered from poor stitching, rips in the dust cover, panels not matching up beside the next one on the couch and on and on... On Monday I contacted Ashley to explain the situation. The snarky girl on the other end said the furniture should have been reloaded at that moment instead of waiting this long (it was three days after the delivery. Anyways, she said to take pics of everything and to email them to their customer service department (Customer cares) what a joke that name is. Oh, we can only send one pic/email or their system won't accept it. So, 35 emails later all pics were sent. I called back the next day and was told the pics are being reviewed. I said based on your policy the cost of the furniture can be refunded at full cost if the customer isn't happy within the time frame (three days) Needless to say the girl said yes, you will be refunded but will be charged a 35% restocking fee!!! WTF is that about!!! Without going through a day to day play out they eventually came to "repair" the furniture back at their warehouse and we'd have it back in 10 business days. Note... as they are loading our beige furniture the one guy had grease on his gloves and covered each piece as he was loading it with this grease and then said "it's not from me, it must have been there before. The other guy looked at him and said look at your gloves, sure enough there was the grease. So, more pics were sent to Ashley with the pieces now covered in grease. Fast forward SIX WEEKS LATER, we received a call from them saying our furniture is on it's way back to us on said date. They show up and started unloading the furniture. I told them to leave it and we would unpack it as the guys that came this time stuck of body odor so bad it was making me gag. Sure enough we unpack the furniture (oh, to mention, this is now September) and the god damn furniture is still a mess. They packed the back cushions so tight it was stretching the material and it was so hard you couldn't even relax into the back cushions. So, I call again and explain with pics sent AGAIN and the girl said "oh I'm so sorry this has happened" I told her I'm sick of you guys apologizing for this and demanded to speak to a manager and was told, no, we have to try to resolve this first and if we can't then it will be brought to the manager's attention. I said fine, I gave you people the opportunity to fix this mess and you didn't so, now I want my money back and I'm not taking no for an answer. She calls me back later and said they will come out and fix the furniture again. I said no, that's not what I asked for and was told that is the only offer I will see. So, now I've contacted my lawyer and we will be suing Ashley furniture and will be naming everyone on the invoices from the sales rep to the manager to the girl who took our money and they will be sued individually along with Ashley including the President and CEO of the company located in the US. I'm not afraid to spend money and in this case it will be worth every penny.
If I can offer anyone out there reading this novel some advice, make notes of every conversation, who you spoke to the time and date. I did and in my case I've had 89 conversations from March to Sept 28th.
AGAIN, no not buy from this company

It brings me no joy to write this horrendous review but after being patient, giving Ashley's the opportunity they asked for to correct the problem and (2) phone conversations with store Manager Gigi to do "the right thing" we were told "were on our own".

My wife and I have enjoyed flipping houses over the last few years and have furnished (4) homes with Ashley's ($35-$40,000 furnishings) - no issues everything was great until...

In October 2019 we once again went back to Ashley's for LR furniture (6-pcs) for our new home in Vineland. On the day of delivery one of our two brand new love-seats had damage to one of the arms. It was noted on the bill of sale at the time of delivery and was told that their customer care would be in touch. Rather than waiting to be contacted by customer care we contacted them a few hours later, explained the situation and said we wanted a brand new replacement love-seat. We were told was that their customer care department wanted the opportunity to order a replacement arm and to come out and replace it. They went on to say, if that didn't solve the problem to our satisfaction a new love-seat would be ordered. We obliged and said OK let's try that first. We waited 6-7 weeks for the new arm but instead a fabric sleeve arrived to be installed.

Immediately I noticed this attempt at a repair didn't match (as you can see by the pic). Even the installer who took my new love-seat apart to fit this replacement sleeve on agreed this wasn't a match so much so he took pics and contacted his supervisor.

Long story short...the Stoney Creek store Manager Gigi after two phone calls, when given the choice, chose not to do the right thing and make this right. She tried to download the issue to their customer care policy. As we explained, we didn't buy this furniture from customer care we bought it from Ashley's retail store in the Stoney Creek store and the salesperson who assisted us. Their customer care suggested we order another sleeve and try the replacement once again and that it was store policy to make three attempts.

Then 45 minutes after speaking with the store Manager again customer care called to say the fabric on the sleeve that was installed meets their "manufacturers standards" they do not guarantee a match and our case was closed.

I remember a day when HONESTY, INTEGRITY and DOING THE RIGHT THING was the cornerstone of a business culture. How too bad that this has been replaced by a well trained culture to do the exact opposite.

SHAME ON ASHLEY'S FOR NOT CHOOSING TO DO THE RIGHT THING !

They not deliver the things on time not even after 2 months...very bad experience I had..firstly wait for your order to be delivered then came to know that it’s not right yet(after 2 months) ...n when u going to cancel the order because this reason n then u have to pay 10% of the payment for no reason....

MY RANT! On Feb. 26/16, I purchased what I assumed would be my last couch (from Ashley Furniture in Stoney Creek). I also purchased a. $250.00 combo 5 year warranty which included my dining room set. The headrest where I sit is peeling. The warranty company refuses to do anything for me as it is a manufacturing flaw and not accidental damage. Ashley customer service has taken a report but told me that Ashley gave me 2 choices..they will order parts (at my expense) but won’t guarantee a successful outcome or they would take a report and pass it on with very little chance that the company will do anything for me. Ashely also informed me that they no longer use the warranty company (Montage Furniture Services). I’ll let you know Ashley’s final decision.

Where to begin...
My partner and I purchased an 8-piece bedroom set from Ashley's, along with a couple of lamps. It came to $5000.
It was supposed to be their "Inventory Blowout" sale, but honestly speaking —I work in the business. Their sales are all the same essentially. If the items you want are not on sale, either wait a few weeks until they are, or just shop at the many places that sell Ashley's Furniture. These places will have year-long "Inventory Blowout" prices. Ashley's Furniture itself is overpriced.

Moving on...

Delivery day and Moving Day fell on a Saturday and my partner was the only one at the new apartment. The delivery drivers were rude to my partner, didn't show her any respect, and deemed the steps to our apartment "unsafe". They claimed that the dresser was too heavy to go up the steps —The same steps that the previous tenants carried all of their furniture up & down just days prior!
They made a huge fuss over having to park on the street —which is actually the most convenient spot to park for delivery to us. It's the closest access point to our entrance.
The drivers went back in the truck and I later received a call from their dispatcher claiming it was too dangerous, and the delivery guys sped off. I told him of the situation and the driver's attitudes, and he said the company will give the driver's "a good talking to", and he will try to send someone else out. He said he will call us personally on Monday for an update...

Monday came around —no call.
Tuesday —no call.
Wednesday —no call.
Thursday —no call.
Friday —no call.

It was the end of the week! and we still hadn't received any update! Meanwhile, we had to delay our mattress delivery and also had to buy an air mattress just to get by...

So Friday afternoon I give them a call to see what the heck was going on, and nobody seemed to be of any help. After talking with 3 different people (with 3 different bad attitudes), I finally get on the phone with the Manager from Head Office. I asked her why nobody's got in touch yet! Luckily, she was understanding enough to provide us with a delivery date, and free delivery. After seeing the photos that the delivery drivers took of the steps, she couldn't believe that they refused to use them.

Finally, the new drivers show up on Sunday. We had no issues with them. They were great!
But there were all these little white blotches on our bedroom set. Almost as if they had been painted on. At a first glance, they look like a chip in the wood. I didn't notice until the next day because I was at work during the delivery.
Anyway, A LOT of personal family issues came up in the next couple days, so we couldn't get in touch with them right away because there were much more pressing issues. I figured it was ok because when I asked the dispatcher what to do if the furniture was chipped or damaged, he said "either refuse it, or get in touch within a week".

We got in touch within a week, and apparently we had to get in touch within 48 hours for any "cosmetic" issues. I was never told that! But apparently that was in the Agreement I signed. I don't remember it being in there. I wonder if that was the big book-like contract they had me sign...

So after all that bull crap with the failed delivery, the drivers, the air mattress, not getting in touch, the lack of customer service, etc... They refuse to replace our blotched Mirror (there were blotches on many of the pieces, but the mirror was the worst). We could live with the others, but the mirror is just far too noticeable for us to be happy with it.

So after all that stress, complaining until we're blue in the face, and $5000 later —we're not happy!
We regret doing any sort of business with Ashley Furniture and won't be buying from them ever again in the future.

Like I said —I work as a Salesman for a competing furniture company and I know what they "can" and "can't" do. Ashley's Furniture refused to do a lot more than they could have!

Worst customer service, not helpful at all after they take your money.
Barb in customer service horrible attitude . Not helpful try to return unused mattress pad , gave so much attitude . Talk to me as I'm stupid person.

We purchased 2 of the same couches for our living room about 4 years ago. After maybe 1.5 years they were horribly worn and looked tired already. They offer attractive designs but their build quality is sorely lacking especially against Canadian built competition which I could have had for the same price. I'm shopping again for my new home, and am only looking at the wide variety of Canadian made products, not this off-shore garbage.

Purchased a side table. Ashley's had a good selection of beautiful furniture. Would definitely go back. Prices are much better than Stoney Creek Furniture. Easy and accessible location from burlington.

The staff at this location were great, they did not try to push anythign on me, I was simply looking at one sofa they did not try to sell me the whole store. Very helpful trying to match the new piece to what was existingin my living room.