Ashley HomeStore — Local services in Edmonton

I have ordered 2 couches through Ashley before and everything was as I was told. The recent transaction I had was a total mess. If I can give a zero, I would. I bought a full sectional for my house the month prior to my move in date to ensure that I will get the product on the right time as I know I am expecting my whole family in the first week of August. I was told the delivery date is on August 4 at the store and I specifically told them that I needed it by the first week of August as I will have visitors in. At first, I got a call from guest care that the delivery is moved to Sept 26. I went into the store itself as no one was answering the number given to me in the calling card at the store. The manager told me that for some reason, the assigned couches were given to another customer and that the earliest he can give me is August 8 with 4 parts of the couch only and the remaining is on August 15. Come, August 14, there was no communication from Ashley so I phoned guest care and it turns out it will be delivered on the 4th of Sept. At this moment, I have already cancelled a shift for the 14th to ensure there was someone in the house to receive the product. Today, guest care phoned and scheduled the delivery now to September 5th. I asked the representative I was calling how come and he just brushed me off. He is very rude too! I tried to reach out to my salesperson but there was no answer. The last I heard from him is that he is looking into it. The process is ridiculous and I am sick of it already!!!! I have lost a whole day of salary from their inefficiency. If I were you, do not order from Ashley NW Edmonton and save yourself the stress and hassle. My visitors was not able to enjoy the couch and I ended up asking some of them to sit on the rug.

If I would have known that the delivery process was this, I would have not ordered from them. If management is reading this, I would suggest you think of better ways or be honest and upfront to your customers regarding the delivery expectations. Do not leave them hanging in the air all the time just in order to sell a couch. For a $6500 dollar couch paid in full, I should have been given better service. The rest of the things I ordered from another company was delivered on time and thank God I did not order my beds with you or I and my visitors for 6 months would have ended up sleeping on the floor for 2 months.

I don’t mean to rant but this might be the best way to reach any of you.

Anyways, thank you for the stress you have given me. Some of the couches delivered was really great but the service was really terrible to the...

Our experience was terrible. We ordered a sofa and loveseat on June 10. Sales rep said both were in stock and would arrive by the end of June. After many stalls with delivery the loveseat arrived on July 26. No sofa. The loveseat appeared unaligned, seat backs different heights and scuff marks on the back material. We requested a new loveseat as that was what we had purchased. We were told a new loveseat was not possible. The company help desk offered that a tecnical person would come to our home to do repairs. But that turned out to be not possible because we were outside the boundary for this service. I explained that boundry was about 20 minutes from our home. But no budging on that rule. We still had no sofa, so back to the helpdesk to try and arrange a date to pick up the loveseat for repair and deliver our sofa. The date determined was August 4th. I checked this date with the help desk as it was a Sunday of a long weekend. I was given a guarantee it would happen on the 4th. On the 4th after several checks with the help desk, we learned at 5 pm it was not coming! We were very upset at that point and wanted our money back. We never heard back from anyone about that request. The help desk provided the date of August 13th and the truck arrived bearing our sofa They were also picking up our loveseat to take for repair. Upon looking at the loveseat before loading the two crew men made a suggestion that it could be possible that the the loveseat had not been assembled properly which would mean the seats would not line up it correctly. They checked and tried this and sure enough the loveseat backs were now level. They also knew how to remove the black marks. We were very relieved not to have to go through any more discussions with the unhelpful help desk. The delivery drivers were the only good experience with this Ashley furniture store and we wouldn't ever recommend this store to anyone. A tip to the company would be to extend the technical service boundaries in reasonable circumstances. This would have saved months of stress and numerous phone calls as well as us being misled and losing an opportunity to see family on a long weekend.The two stars are for the delivery service gentlemen. They were so helpful and...

I'll start with great praise for Darren S and his manager, who were lights out good to deal with on the sales floor. They accommodated my girlfriend and I as we spent an hour or so walking the floor, and picking out furniture for a living room. I was treated very well here, through to sales and payment. Part of this deal was for delivery, which was also paid for and date agreed upon.

One day prior to delivery, Ashley Furniture's delivery people send me a text telling me my order has been canceled. I replied to it asking why cancellation? Recieved another text in reply to call their number. I did this,which put me into an automated answer service, and after listening to A number of prompts, and pressing the right number, got me to a live rep.

The rep was matter of fact, my delivery hS been canceled, and the earliest possibility would be at least a weeks delay. He then told me that two drivers/delivery people walked off the job yesterday, which was the reason. There was not any attempt to look for a solution, no attempt to hire in a truck to help me, no offer that If I picked up myself, an arrangement could be made. No offer to resolve at all. He then told me that I'd have to call the store to deal with the issue. I called the store, explained my experience and indicated that I would cancel my order, and ask a full refund. The lady who took my call was great, asked a bit of time to talk with her team and then called me back indicating that the refund in full would not be an issue.

Shop here again, perhaps. I liked the store, the people and the product. The store is not an issue at all. Quite good actually. Ashley's delivery service and CSR at that end- seems like a serious cultural issue in that end of the organization. I can understand why drivers would quit, based on how they treat customers. I couldn't imagine working for them. For the money they charge, calling it a "white glove" service... my expectations were not anywhere near met. No courtesy to call proactively, or suggest an alternate. Instead, they make me chase them, and I get the sense they...