Ashley HomeStore — Attraction in Richmond Hill

I ordered a bed set (a dresser, nightstand, and headboard) from the Richmond Hill location during the summer of 2020. Right off the bat, I thought the set I received was nice and assumed it would be really good quality since it was so expensive, but I was completely mistaken. As soon as the movers arrived and brought the furniture into my room, it was pointed out that one side of the headboard turned out to be in bad condition. It had to be replaced since it would have broken after a couple of months of use. I had to wait around 2 weeks until I was shipped a new one. Once my dresser was brought in, I immediately noticed that the drawer did not close properly. The whole dresser itself looked strange and the drawers looked out of place. I had to wait another 2 weeks until my drawers could be "fixed". This helped the problem but did not solve it. The whole dresser ended up having to be replaced, and it took even more time for it to be reshipped to my house. The last thing I got was a nightstand. There wasn't anything wrong with it at first glance, but something I did notice (and this goes for the dresser as well) is that the drawers closed really weirdly. I’ve had the nightstand for almost 2 years now, and it still takes quite a bit of effort to properly close the drawers. It's really annoying.

Something else that’s worth mentioning is that there was an outlet in the back of the nightstand, which broke. It ended up having to be replaced. About a month after I got the bedroom set, I noticed a lot of scratches on the headboard. The scratches had to have been there when the headboard was first installed, as there is not any other explanation for them being there. After almost 2 years of having this set, all three furniture pieces that I received have chips on them, and they are all very visible. Customer service is completely useless, and they aren’t helpful whatsoever.

I also bought a lamp with the bedroom set, and when the movers were setting up the lamp, they were so careless with their actions that they hit the lamp. This resulted in a dent and paint being removed on one of my closet doors, as well as the paint being removed from the lampshade. I asked Ashley's if they could replace my lampshade since the movers ruined it, and they replied claiming that they would ask the movers what had happened.

The movers LIED and said that they did not cause the damage. I was in the room the whole time, and I witnessed what had actually happened. The movers couldn't even be honest and take responsibility for their carelessness. It was a LAMP SHADE, not the lamp itself. It is something that would have been so easy to replace, but for Ashley’s, it was too difficult.

At the beginning of 2022, despite my utter annoyance with Ashley's, I decided to order a second nightstand from the same furniture set that I had previously ordered. Ashley’s told me that the nightstand would be delivered to my house on April 18, 2022. I was just notified now, April 22, 2022, that the manufacturer of the nightstand had stopped making it. I was notified of this THREE WHOLE MONTHS after placing my order, which (by the way) cost $300 more than when I bought it a year and a half ago. The worst part is that they didn’t even call me, I had to call THEM. They had zero intention of ever letting me know my order was canceled.

I'm disappointed, angry, and absolutely shocked at how poor the service and furniture quality is at Ashley's HomeStore. If you're thinking about purchasing something from Ashley's HomeStore, save your time and money and just go...

Update: We received our order, but unfortunately, the salesperson ordered a high-profile box for our bed without explaining that there were different options available. The box is extremely high, and as I am pregnant, it feels unsafe and very difficult to use.

When we asked the delivery and installation team, we found out that we could have chosen another option, but this was never communicated to us. The salesperson simply selected it and put it on our receipt without discussing it.

As someone who has worked in sales for many years, I find this lack of care and incomplete information very disappointing. It has been one of the worst sales experiences I’ve had, and even now, when we try to get answers, no one seems to take responsibility. We honestly don’t know when our issue with Ashley will be resolved.

Update: After posting below review, a representative named Rose reached out to us and offered some options to resolve the situation. I appreciate the effort, though the initial experience was still extremely stressful and disappointing.

I had the worst shopping experience at Ashley HomeStore in Richmond Hill.

We bought a bedroom set in July, and the salesperson assured us that delivery could be arranged anytime we needed. Since we are moving in September, we scheduled the delivery for October 1st. Everything was confirmed, our deposit was paid, and even a credit check was done for their financing offer.

Then, just one week ago, I received a call saying the set was suddenly not available anymore and discontinued. This was shocking, since everything had been confirmed months earlier. I was told they would speak to the manager and call me back on an agreed date, but I never got a call and had to follow up myself.

When we went to the store, they admitted they didn’t know what happened. They first offered partial pieces from other stores (some floor models, not brand new as promised for the same model). Then they tried to offer us other sets, which I didn’t like. As I’m pregnant and urgently need my bedroom set, we had no choice and accepted to go with a brand new bed and floor models for the remaining parts of our favorite model. After checking, they got back to us saying that they could not offer a brand new bed either, and it had to be a floor model as well. After hours of wasted time and stress, we chose a model that they tried to push and promote, which I don’t like that much, but due to my situation I didn’t have any other option and chose that one.

Even then, we found mistakes in the numbers during the paperwork that we had to correct ourselves. On top of that, they suddenly told us that we could no longer use the original financing terms we were promised, and that we had to accept new terms. Only after my husband spent more time negotiating did they finally agree to fix this.

At the end, we ended up with a set we didn’t even want, simply because we were under pressure with my pregnancy and tight moving schedule. If it weren’t for this, I would have canceled everything.

Ashley completely failed in professionalism, communication, and customer care. They wasted our time and caused unnecessary stress during my pregnancy. I had planned to furnish our new home with Ashley products, but after this experience, I will never shop here again.

I only hope the delivery goes smoothly without another issue...

I purchased a Darcy couch from location in Richmond Hill Ontario. I was told the couch would need assembling. Having purchased other couches recently, they came in a decent sized box that were able to be brought up to my apartment or picked up by me down in the lobby of my building. To my surprise, Upon arrival the driver unloaded what looked like the entire couch to our loading dock (the told me the couch would have to be assembled. (Thinking like anything else comes in a box for assembly) My building would not allow me to bring up the couch as I had to book elevator for next day. The building called me early this morning to say they had to get rid of my couch as it was being a hazard being in the way of loading dock. I hired help and managed to talk to Property Management at my building in regards to taking it up immediately. Thankfully, that was sorted. However, upon unpackaging I could not help but notice how thin the foam and plastic around the couch was. I ripped the plastic in the middle and took off all plastic and looked over the couch when i realized 2 holes at least.

I have been trying to reach somoene for the past 2 days within my 48 hour window to return this damaged item and had to call so many representatives to get me in touch with a manager (still no manager) they've been transferring me back and forth and because I have been trying to reach head office with no success (your info on google is wrong for corporate head office number or you do not want customers calling you).

The reason I want to talk to head office is the store level called me and was absolutely useless, rude, not present when the sale or delivery happened, reminding me of terms and conditions, In my opinion, Ashley furniture did not do the following:

1- Properly explain how package and delivery would arrive (I would have not bought this couch) I would have bought another one or made arrangements with my building. The told us it would need assembling. They did not tell us just the legs need assembling. We expected something completely different. 2- Properly secure the package in proper insulated foam (had very thin layered foam maybe 1 layer and plastic over it) 3-Have competent delivery people with clear communication skills. Three drivers showed up all speaking in different language in front of me and I could not properly communicate back and forth with what he was asking me. 4) Poor customer service and communication to let customers know how to get in touch with them.

I am sure no one cares about my time.

It seems to me Ashley Furniture hires people with low skills to sell to the general public with no concern for repercussions that could arise from the sales staff to the delivery to the packaging and finally to the product.

I am requesting someone from Ashley Furniture Head Office contact me about this matter as the store level has one of their sales people try to call to remind me of terms and conditions.

Seems to me they want the time I can do something to expire so they don’t have to deal with this. Isn’t it horrible after they have your $ that proper customer service cannot be reached, and their corporate head office number on google is not accurate - they just redirect you to customer service . Horrible from...