Ashley HomeStore — Local services in Mississauga

One star because I can’t give zero or negative. We bought one of their expensive dining table in Dec before holidays and below is what happened: 1st delivery date - defective product was received and we reported in an hour itself and then they said they will try to repair. 2nd delivery date after fix - the product was more damaged than it previously was, so we refused delivery.

We visited this heartland store ( that is where we placed the order) after this happened and the store staff just asked us to deal with service team directly. They were polite but they basically said they can’t really help with anything.

At this stage is when I requested a refund which they won’t give and keep saying let’s try one more time.

3rd delivery date (they never reached out after 2nd issue, I had to chase them down for 10 days to even get an answer and that is when we got 3rd date booked) - we received only table top and no legs and hardware. So white glove team took it back and booked us another date for them to bring all pieces together. But their warehouse called me and asked me to keep only table top at my home, which I refused as its safety issue with little kids in house and I can’t have an open piece of furniture lying in middle of our living room).

4th delivery date - we got a “NO SHOW”, so this one was my fav. I again had to call them to find out what happened and they admitted that they couldn’t find the hardware and other table parts so they will send a replacement table

5th delivery date - we get a message that the new table they were planning to deliver is also defective so they are can’t deliver and will ask vendor to ship new piece.

Since then I have called them multiple times asking for refund, but they keep refusing. I have also tried to talk to the store staff as they are the one who took our order but no help so far, other than kind words and that they understand. But honestly I don’t think they do.

I have asked customer care to refund money and cancel order and they say they are not authorized. So apparently there is an invisible person or department who can refund but you will never get hold of this authorized party so stuck here calling service department day after day and every time I hear below: we understand your concern (which they don’t) we have to try to fix before we refund (I mean who are we kidding after all this).

It’s been 6-7 weeks and we have not received the table we ordered and I have lost 4 vacation days in all this (luckily 5th appointment was on a weekend), so this table has costed us more than double if I account for the time I had to take off for delivery.

I did not sign up for this when I ordered. If you read this till here, please take your...

First, I wish there was an option to give zero or less stars!!

I bought a sectional sofa from Ashley about 2 years ago and paid an extra amount for the warranty. Earlier this year, I had an issue with the seat foams and covers and raised a warranty claim, which was quite a hassle as I was asked to take pictures of serial number stickers on each section of the sofa and then upload them on the chat website. Later, I remained on the phone for an hour or get things sorted out as there were issues in uploading the pictures. Subsequently, it took them couple of weeks to deliver the sofa foams, however, upon receipt of the items, one of the foams and 2 casings were missing. The technician was also surprised and he mentioned that he will raise it in his report.

I called Ashley after two weeks to follow up on the missing items, and to my surprise, I was informed that there is no such request in the system. The agent said he will have to raise another request but he wanted me to go through the whole process again to upload pictures and all. I was informed by the agent that the request is in process and will take 2-4 weeks to be processed.

Today, I called again and I was informed that there is no such request in the system. The agent told me that all items (casings and foam) were delivered to me in the first meeting as per the technician's report. He said he has checked with the supervisor and there is nothing that can be done. I asked to speak with the supervisor and I was put on hold for 10-15min and was informed that supervisor is busy and will call me back. The agent also suggested that I should buy a new foam as Ashley has already delivered the items. In other words, I was being told that I was lying for 1 seat foam and casing which was never received by me. What a shame Ashley!!

Bottom line, do no trust the warranty being sold separately, as you could be a victim. Also, even if you bought the warranty in good faith, be prepared to spend hours over the phone trying to get the matter sorted out. Guest Care service is extremely bad as they have limited information in their system and you will be asked to provide same information every time you call. Technicians are clueless of what is happening. Overall, this is not just waste of time but your money too.

I will definitely be taking up the matter with the concerned at the consumer legal team...

I am deeply disappointed with Ashley Furniture's delivery and services. My experience has been nothing short of a nightmare.

Firstly, the delivery was delayed by several days without any proper communication from the company. I had to constantly follow up with them to get an update on the delivery status, and even then, the information provided was vague and unreliable.

When the furniture finally arrived, I was shocked to find that some of the items were damaged and poorly made. I immediately contacted Ashley Furniture's customer service department, but the response was slow and unhelpful. It took weeks for them to even acknowledge the issue and schedule a replacement.

To make matters worse, the replacement process has been equally frustrating. It has taken several more weeks to receive the replacement products, and each time someone unknown keeps visiting, which is concerning and disturbing for the privacy and safety of my family, especially when we have elderly and female members at home.Additionally, they have sent wrong replacement parts twice, resulting in further delays of the fully-paid product.

In addition to the problems with their delivery and replacement process, Ashley Furniture's policies are also unreasonable and customer-unfriendly. For instance, their 48-hour policy for reporting issues is incredibly short and does not make sense. It is virtually impossible to thoroughly inspect and test the furniture within such a short timeline.

I personally experienced this issue when I reported a problem with one of my beds. The footboard rails and headboard had sharp edges and corners, which posed a serious safety concern. I reported the issue on the next day of the 48-hour policy, but Ashley Furniture refused to take any action or exchange the bed.

It is appalling that Ashley Furniture would disregard the safety concerns of their customers and prioritize their own policies over customer satisfaction and safety. Their lack of accountability and willingness to address serious issues like this is unacceptable.

In conclusion, my experience with Ashley Furniture's delivery, services, and policies has been nothing short of a nightmare. I strongly advise against using this company for any furniture purchases, as they do not even value their customers and their...