Ashley HomeStore — Local services in Coquitlam

My husband and I went into the Coquitlam store to shop for living room and rec room sofas. We were happy with the selection, and chose 2 sofas. We also paid a very pricey "white glove" delivery fee; $330 plus tax. The delivery people arrived at the promised time, however one of the sofas did not fit downstairs. We instead put it in our upstairs living room, and requested they take back the 2nd sectional (it was still wrapped in plastic on the truck).

The delivery person asked if we could keep it in our garage until the next day (Sunday) and it would be picked up. My husband insisted on getting the number of his manager. After they left, we called to see what time the pick up would take place. We were shocked to find out they do no deliveries Sunday or Monday, so the delivery person lied to our face. Even worse, they did not pick up until a week later. My garage was unusable for a week, and I couldn't access the 2nd fridge, garbage & recycling, etc. It was a huge and preventable inconvenience.

They finally picked it up July 26, 2025. I called a few days later to see if the charge had been removed from our card. No, still there! I called the Coquitlam store and spoke to Sapna on August 5th. She said my credit would appear in 3 business days. It is now August 29th, and we have received no credit. The customer service person told me to go in person to the store.

This is some of the worst customer service I have ever experienced. They either do not know how to credit returned items, or they simply don't care. I have wasted so much of my time calling them, going in person, etc. Completely incompetent and frustrating. Buyer beware; our experience has been a nightmare. (Pictures attached of my overflowing and unusable garage.)

EDIT: After posting my review, I was contacted by a person named Rose who works for Ashley's. All I can say is EVERY business should have a customer service person like Rose! She was polite, apologetic, very professional and listened to all my concerns. Rose straightened out all the issues with our Financing we did through Ashley's, plus corrected our store credit. She generously refunded our delivery fee. She followed up numerous times to check if our account had been credited correctly. In short, Rose is the epitome of excellent customer service. I can't thank her enough for reaching out and fixing all of our issues. She went above and beyond what we were expecting. We love Ashley's furniture and prices, and we can now say we also love their customer service thanks to Rose. We will definitely go to Ashley's for all our family's furniture needs. Thanks again, Rose, you...

Beware! This brand believes in selling junk furniture at a premium price. Please do some research and go through the genuine feedback from existing customers about this brand before making any purchase and save yourself of the harassment which will accompany with the purchase. Their warranty, extended warranty and price match policies are drafted in a way to ensure no warranty or price match claims get covered.

All of their furniture looks aesthetically great but built using the lowest quality raw material. It will start falling apart within 1 month of your use and all of the common concerns you will get are not covered under warranty.

I purchased a sectional from this location 9 months ago. As soon as the furniture was delivered both sections of the sectional furniture were crooked and did not align together. I was told that it is acceptable for the furniture to be crooked according to company policy. I had to waste 3 hours arguing with 5 different individuals on their support line before they agreed to replace the sectional and i was warned that if the furniture shows up crooked the 2nd time as well they won't be able to help me any further.

Within 9 months of use, the sectional i purchased squeaks as soon as someone sits on it. Seat cushions have sagged leaving the seats uncomfortable and unsupportive. None of the concerns above are covered under their warranty.

Within 10 days of the purchase, the price of the item purchased was reduced by 15%. I tried calling the store phone number and their line is programmed in a way that all of the calls are answered by the customer support and customer support is not authorised to deal with such situations but they do promise a call back from someone in authority/store manager which you won't ever receive. I tried reaching out to the sales staff in person at the store who helped me with my purchase (Greg Skeine) and he promised me to call me back within couple of hours. Never heard back from him ever again. Visited the store for the 3rd time regarding the same and when i requested to meet the store manager, i was insulted and informed that he is on vacation and told to follow up on their support line regarding my concerns.

In short - This brand's customer service is zero, when it comes to selling they are very active, their furniture shows up crooked and falls apart within couple of months of use and you automatically become their biggest enemy as soon you try to get a...

Terrible! From the salesman to the delivery to the over priced product....... We had a white glove delivery today of a king bed frame which we bought on the weekend after looking for some time for something which we liked. The bed looks very nice set up!

Firstly, delivery. My wife told me the guys who delivered and assembled were very fast and one of the 2 was friendly, but I guess in their haste to leave, they left sawdust, pieces of Styrofoam, some plastic packaging and a number of white plastic screw caps under and around the bed and some cardboard at the front entry. You can see some of that in the photos. She also advised them we had a wide back lane with a clear wide access path on the same level as the bedroom but the less friendly guy decided to come through the front and up the narrow stairs. Overall, we don't consider this to be a white glove service that we paid for!

Secondly, when we were buying the bed, my wife specifically asked the salesman if there was free delivery and he said it wasn't available with this bed because it needs to be assembled and we'd have to pay for white glove delivery. After reading some Google reviews where I found your email address because I couldn't find an email address on your website, I'm of the understanding that you do offer free delivery. Why were we told it wasn't possible? Were we lied to?

Thirdly and most importantly, we looked over the bed on display and were impressed by the design, pulled out the drawer and were happy with what we saw. What we couldn't see was the slat base under the bed and I can't recall if the one on display had slats or a box spring or similar because we looked at so many. This slat base is not of the same level of quality of the bed itself, and quite frankly, is not fit for purpose. I've attached a number of photos of what I saw when I first pulled out the drawer at the foot of the bed. There is a very thin ply bearer through the middle and wider legs screwed underneath. If the bed is moved even slightly left or right, which it inevitably will, the middle legs rack sideways. This will completely fail in no time and that middle row of legs is essential to hold the slats straight. I would expect (and have experienced) a better quality bed base from Ikea or JYSK, not from a bed I just paid over $2,500 for! Our existing 10 year old bed frame which was a budget buy from eBay and is still going strong, had a far better base...