Ashley HomeStore — Local services in City of Langley

My wife and I shopped at the Abbotsford Ashley furnature store. The sales service was fine and the bed we purchased seems good so far. Our problem stems with the delivery and customer service we recieved afterward. When the bed arrived we had already removed the original bed to make room for the new one, the room was clear and if there were any scratches on the floor we would have seen them very clearly. The bed arrived and the setup guys brought it up to the room. I did stop to watch them but not 100% of the time. When they had finished putting together the bed frame there was a concideralbe amount of dust and such on the floor from the setup. I decided to vacuum the inside of the bed frame and get out of their way. They finished up and we signed off on the delivery and they were gone. My wife went up to continue vaccuuming. It was then she noticed six 6" long , 3" wide scratches on the wood floor beside the bed frame. We immediately called the Ashley store and were told to call their costomer service number. We were in touch with a woman by the name of Jean. She took our information and told us to take some pictures and email them to her, which we did right away. She got back to us saying the pictures could not tell the size of the scratches,asked us to find a way to prove the size of the scratches and send pictures again, well, we did again, this time we put down a $20 bill beside the scratches before we took the pictures , we thought this time she would have nothing to pick on, an idiot can see the scratches and tell the size of them.When she finally did get back to us she said that her guys said that they didn"t do it and that we should have noticed the scratches when we vacuumed the inside of the bedframe. When I explained to her that bed frame was tall and blocked the view of the scratches, she then tried other points to deflect thier responsablity. When we finally reached the end of our patiance we asked her to send someone here to see for themselves. That visit was a week later. The guy came in and took 2 pictures. 1 picture of a scratch that was about 6 ft. away and 1 picture of what is a manufactures blemish (they are literally scattered throughout the house). The guy started to and continued to defend the previous assessment and that we must have created them ourselves. He left and I called Jean again. she totally dismissed our claim, said that they were not responsible and that there was nothing she was going to do about it. To be honest, from the start i didnt expect them to pull up the floor. All we expected was for them to own up to the problem and applogize , even if just bring out some color markers to help hide the damage. What we got was a total disregard for thier workers handling of the setup. A company man to come investigate a customers complaint and a customer service rep. that failed at the real meaning of her job title. I can guarantee we will never be shopping at any of thier stores...

I had the most horrible experience at Ashley’s Langley location. We have been customers of Ashley for many years. Have bought multiple items from them but mostly other locations. We were dealing with the representative called Sam. We finalized a purchase of a sectional, Sam told us that if we do 0% financing we could get additional 5%. We told her we don’t need the financing but would love to have the additional 5%. She mentioned that we can only get 5% if we do process of financing. Sad to see that they are encouraging people to take on debt even though people don’t want it so technically no incentive of paying upfront. She recommended us to do the financing for 0% and paying it off the first month. So to take additional 5% we agreed to take the financing with the intentions of it paying off right away. According to her it was as simple as just filling out the information and getting financing. After she inputted the information she told us we were declined. I further probed and asked questions if there was a credit check to which she said yes and never explained in detail before she completed all this. After probing she shared that the store deals with an outside company and she has no idea what their process is. She gave us a 1-800 number to call and the person on the other end told us that our name had to be entered as shown on the credit cards. Then this person on the phone went and corrected information and said she approved us. After we hung up the store told us now we are approved for a card with 31% interest instead of 0%. And to begin with we wanted to pay up front but got caught up in their 5% discount offer. I mentioned to the store rep Sam that if she could have explained what it entails to get that 5% off we wouldn’t have gone through this process. We decided to go ahead and make the purchase with paying without financing as we had already wasted almost an hour on this. What shocked and surprised me is the manager Gurmeet said to us at the time of us paying that I was disrespectful to Sam and he didn’t like our interaction with Sam. I asked him how was I disrespectful in sharing my feedback that Sam needs to be more knowledgeable about what she’s talking when it comes to their products and offer. Gurmeet comment was that Sam is a young girl who is learning and we hurt her feelings and saying that she should have better informed us about the process was accusing her in someway. Gurmeet was rude and loud while there were other customers about how he’s not happy that Sam was upset. I am shocked and appalled to see that this manager had the audacity to come and lecture us because we shared feedback. Gurmeet is definitely in a wrong profession and is doing disservice to Sam by coaching her the wrong model of customer service. We definitely walked out not purchasing the sectional and will never return...

EDITED Since I’ve been contacted by Someone (Rose) who knew how to deal with this situation in a professional manner Thank you for sorting out a resolution for us and trying to keep a good relationship with your customers!”

I am SHOCKED by this brutal costumer service. We purchased 4 dining chairs from the Langley Ashley location. Our sales rep was obviously new as he seemed unsure about a few things/ was learning which we can understand. But, we were told the return policy allowed us time to match the colour of these chairs to our table which came 2 weeks later. We wouldn’t have purchased them at that time otherwise. He said that if we decided we wanted to return after picking them up from the warehouse within 48 hours we would get 100% money back but in 2 weeks time when our table would arrive to see if we liked them that we would only get 90% back and 10% store credit which we didn’t love but we were fine with. 2 weeks went by and they don’t match at all, I call the Langley store and get whoever the manager is on the phone who tells me “the return policy is 48 hours with 90% back/10% store credit.” I said “that is absolutely not what we were told when we purchased. I’d like to speak with a manager because there was an error on your end we were told false information.” He said “I am the manager 48 hours is our return policy here is costumer service line.” I’ve now had 3 separate calls in 3 weeks with costumer service who have put in requests to managers at the Langley store to call and resolve this. I’ve received zero calls from anyone. I’ve been in costumer service my whole life, that is not how a company should be running its business. We have purchased a lot of furniture for our new home on a budget because money is tight. Now we have a $1200 purchase (including tax and protection plan) just sitting in storage while we wait for nobody to call us back like this ..makes us so disappointed. Keith Remellard was the person who sold us these chairs, I’m hoping someone could actually discuss this confusion with him and figure out what steps to take to resolve this because it is not our fault that we were told false information about the return policy. We expect WAY more from the management at this store, especially for such a big company you think you would have better costumer service skills. We still expect a resolution here. We took our business elsewhere the last 3 weeks after being treated like this which may have been a different story if someone had called me back to...