Ashley HomeStore — Local services in Hamilton

Save yourself a headache…

DO NOT BUY FROM THIS STORE EVER

Two poor experiences - see December 2023 edit below.

Overall good experience in store. The sales rep was informative and patient. It was a salesy experience so be prepared for that and be aware of the fine print. We were offered the protection plan, that is in itself expensive, but were ultimately sold on it because if you do not use it during the five years it will be put back on your account as a store credit. Cool, seems fair and reasonable. Until I read on the document at the end that you can only use it toward a $1000+ purchase and within 6 months. I called them out and was ok moving on from it until the finance person gave me the most unsorry, sorry ever. We ended up proceeding based on our experience with the sale person who did apologize a couple of times. But man, the other persons response really got under my skin, especially given this is a beyond expensive purchase. Lesson learned, fine print first.

Purchase Update: the couch were purchased a year ago looks as if it is 5 years old, before a year was up the corners of each of the cushions have frayed, from sitting on it…last time I checked, couches are for sitting on non?

Update: New Purchase - December 2023

Do yourself a favour, do not buy from this store EVER! I foolishly gave this place another chance and what an unbelievable headache and waste of time.

CONTEXT: Current Purchase (kids rooms) • 2 x double mattresses • 2 bed frames w/ foot and headboards • 1 dresser • 1 wardrobe • 1 desk

The wardrobe, desk and footboard all came damaged. Two items were damaged by the people that put it together (paid for this service) and the desk which has a small shelf snapped off and one of the pegs that attaches to the legs is warped.

To report any damage or make a warranty claim you have to go through a nightmare of a process that only enables you to submit one request at a time that is then sent through an AI (Jenny) black hole, only to have you call in to speak with someone to book an appointment for a product review, then a person comes out, tries to refurbish the busted stuff only to bring it back still busted leaving you to go through the entire process again.

I bought a desk that I was putting together (tonight) I lightly shifted it on the floor and the shelf literally snapped off.

Let’s be clear, I wasn’t expecting super high quality from this place, but also wasn’t expecting such trash. It is not cheap in price by any means. It turns out is a complete joke though and I was the butt of it.

I still haven’t had one of the pieces looked at and I submitted the request twice, once in early December and another in mid-December. Apparently I am in the queue to have “Jenny” reach out.

And, now I have to return this desk somehow. Which btw, I asked how I can return everything and was told I am unable to without following their process whereby they take it to their warehouse to be looked at - such a scam created to try to get customers to throw in the towel.

Beyond frustrated. And when I complained to the actual store, they brushed me off and said everything is centralized now. Translation, they couldn’t care less after the sale...

If I could leave a negative star review, I would but since the minimum is 1 star, I have no choice. We bought from Ashley’s based on a recommendation from a friend and I realize what a HUGE mistake it was. We will NEVER buy from Ashley’s again. Initially, we made a purchase in store with Bella (manager), who was very helpful and pleasant. However, after the purchase, everything went downhill. We had multiple issues trying to get delivery dates and times sorted out. Guest Care was no help at all. They kept insisting it was a store issue and I needed to call the store that I purchased from. The store initially told me guest care handled all delivery issues. Overall, it was a back and forth blame game from both sides. Every time I tried calling the store, no one would ever answer the phone. When I finally did get through to them approximately 10 days later, I asked to speak to Bella who then asked me to speak with Helen who apparently took care of delivery issues. She was very rude, abrupt and had snarky responses to all of my questions. If you don’t like your job, find another one! Don’t take it out on paying customers. Definitely would not deal with her again.

Finally got our sectional delivery 8 weeks after the purchase date. After it was set up, I had the representatives take a couple of pictures of defects and wear and tear that I already noticed on the sectional. I even called Guest Care to report the issue within the 48 hour window. I was told to submit pictures to their virtual agent via text which I also did. I got a call 72 hours later from Guest Care asking what the issue was. Isn’t that already in the system from my previous call? And did you not get the 47 pictures I sent via the virtual agent? I explained it all over again to this representative who stated he would look into retrieving the pictures (doesn’t look like their system is set up very nicely if they ask me to do one thing and then don’t follow through on their end).

2 days later, I get a call stating a technician would come take a look at the issues. I explained that there were a lot of loose threads and I didn’t need a technician to come by if all they were going to do was “cut” the threads because I could do that myself. I wanted a replacement of the cushions and pillows that had loose threads because it was already unwinding. Guest care said there was nothing else they could do. I have also emailed Ashley’s. Still waiting on a response from them. When we purchased the sectional, the local store really made it seem as though they were all there to help. But of course, it shows that all they care about is making the sale. To have paid such a large sum of money for this sectional and get this kind of service is absolutely horrible and ridiculous. I learned my lesson. I will never buy from Ashley’s again. I would rather pay more at a small box store and get real...

I wish I had read the reviews on this place prior to my recent purchase. I purchased furniture at this store about 4 years ago and I had no issue so I went back again 3 months ago. VERY BIG MISTAKE.

I purchased approximately $17,000 worth of furniture. Two sales associates assisted us. One item was a power base for the bedroom set we purchased. The sales associate informed us that that particular power base was compatible with the bed. He even showed us the structure of the base and why it's compatible as opposed to the other bases. However, upon delivery, we noticed that the base we received was not the one shown to us at the time of purchase. Even the delivery guy told us that we shouldn't use that base with that partucular bed. I went to the store and informed one of the sales associate that assisted us. I was told that the other sales associate was out of the country and would be away for some months because he had a family member that was sick and they couldn't contact him to confirm. I was further told to call customer care. I contacted customer care and was informed that since it's a wrong item issue, I should return to the store and they should take care of resolving the issue.

I've made several visits to the store and other calls to customer care and still no resolution to the issue. I finally received a call from the store manager who was of no help whatsoever. She acted oblivious to the entire situation and had the nerve to tell me that the item i received is a better quality than the one I was to have received. After investigating the manager's statement I realized that they charged me for a more expensive base. So I paid a lot more money for something I didn't order. I even discovered that the sales associate who was supposed to have been out of the country was actually present in the store upon our visits. He was just in hiding because he knew exactly what was happening. From his own lips, he told us that he saw us when we came to the store on more than one occasion and that we should have asked for him and he would have fixed the problem. As soon as I mentioned that I did ask for him and was informed that he was away for months, he started to change his story.

The sales associates I dealt with are extremely crooked and sketchy. They are friendly and attentive until you have an issue then they avoid you. They are just about the commission. Take my advice and the advice of other customers, STAY AWAY FROM THIS LOCATION.

If you must purchase from Ashley's, go to the Burlington location and ask for Alex. I went there about two weeks ago to purchase a chaise and she was extremely forthcoming and seems quite genuine. I believe she viewed me as a customer she wanted to please as opposed to a commission she wanted to make. I WOULD NEVER BUY FROM THE STONEY...