Ashley HomeStore — Local services in Ontario

Ok Google review people here is my story. It's a long one. Before you read this please understand our family are nice, easy going people (I swear!) But this was hands down one of the worst customer service experiences I've had. Ever. Here we go.

My mother in law went to purchase a dining set in February.

Fast forward a couple of weeks, the delivery guys arrive to set up and install for an additional fee. My father in law was there to let them in. Ok so first off, at the store they said the delivery/install team would be able to move one piece of furniture to the basement for us. Well that didn't happen. When we asked them to move it, they got upset, started swearing, acting so unprofessional we actually had to ask them to leave. It was that bad. So they left and we had no table. Called customer service.They apologized and set up a new delivery date a week or so after that.They sent a new team to come and install.It was some young guys, they had no instructions and slapped it together and left. When my father in law got home we noticed the table was so wobbly we had to take it apart because we have a young child in the house it was dangerous. Upon further inspections , the table was scratched, missing pieces, and the chairs weren't even upholstered properly. Now the fun begins. We call customer service and explain to them the situation. They say we have to send email with pictures, they will send someone out to inspect In a couple of weeks to see what they can fix on the spot and what they will send to replace. So this is my thoughts during this time - can't you just send us a whole new set?! We paid top price, this isn't second hand Sally's here, we went to Ashley's which is supposed to be top stuff. Back to the customer service. I kid you not, myself, my husband, my father in law, my mother in law probably called them 50 times to explain, re explain , beg, plead, whatever we could to get them to just send us a new set. We were patient, we understand these things happen....but it felt like we were getting cheated, like they wanted to make it tough so we gave up. My husband eventually went to the store to talk to the store manager. He explained that they would make this right, unfortunately they can't control what happens once the sale is done but they got him in contact with his boss to try and get something moving. They said they would get someone out asap. So that didn't happen, NO ONE SHOWED. So I go to the store, and ask to speak to the manager. Now I know there are two, I can't remember his name, but let me tell ya, I knew because I was a woman I was bring treated differently. He sits me down, and asks me in the most condescending tone " your husband was happy....are you SURE understand the whole situation? Are you SURE you understand what your husband told you?" So I tell him to just get me on the phone with the boss my husband spoke to. And he tells me " he doesn't have time to repeat himself over and over " My jaw dropped. Like , does it matter if you have to repeat yourself?!? Clearly I didn't "understand" so explain to me what was said and promised ?!? He said ok and brought me over to the front desk and then just disappeared in the back never to be seen again?!?! Lol. So the front desk lady, who was really nice, looked at me and said "ummm how can I help?" I think I wanted to cry at this moment. So I re explained the whole situation. I said all I want is a brand new set , that's it, just replace the damaged set. So she got on the phone , talked to the manufacturer , they said no problem they would sent it in a couple of weeks. They show up, with only the table. We call customer service and they said the note was only to change the table. I re forward the emails with the pictures of the chairs and The girl admitted that the staff doesn't always take the best notes and this has happened before. Eventually the chairs get fixed. After three months of this they said they would give us a gift card for our troubles...we have never seen it.

I give up....

Me and my husband decided to visit the Ashley’s store as we are looking for new furniture and after browsing for a while and considering our options we asked for assistance. We were so pleased with the service we received from Mike, he was nothing short of amazing in assisting us during the whole purchase. He answered every question we had, and even gave us great recommendations we hadn’t previously considered. He was very patient during the whole time (we took almost 3 hrs to decide and to make a purchase) and was extremely knowledgeable. He went up and down to get us some discount. He was even more friendly with our 1 year old daughter. The store manager was too kind as well. All in all i would say this was the best customer experience I’ve ever had. Definitely will be buying more furniture from Ashley’s in future because of people like him. Thanks for being short of amazing, Mike. Great service, great quality would recommend without hesitation.

I have to re-rate my opinion with other purchase. The sales lady who assisted us with our new purchase towards king and queen beds along with 2 twins and 1 queen boxspring didn’t give us full info. So, the boxspring comes in 2 sizes (high and low profile) and we didn’t know it and without asking us or giving this info she placed order for high profile ones. When it got delivered and we placed our mattresses on top of that the height went to 40 inches which is super high and when i browsed the internet i came to know the one i got is high profile ones. Unfortunately the lockdown initiated next day and i wasn’t able to reach to the store. Then i found out today only the number where i can contact and when i asked the customer representative for assistance she was super mean and rude. She said i have to pay full money for all of them for exchange process( like i brought for $400 all boxsprings and i have to pay $400 again). When i asked what does that phrase mean 48 hrs exchange policy and then she started giving me teachings and all. What is my fault if lockdown initiated or if i am the first time furniture buyer. And then what is the difference between online and instore purchase if no one guides or gives you complete info. I have to pay from my pocket for someone else’s mistake. Such a worse experience and i am never returning back to this store. Me and my husband were planning to visit again and buy some more furniture for our new house. But now we will not and will also advise to the buyers like us never go to this store if you don’t have complete knowledge or if you are looking for good service. You guys are completely different persons in terms when we are buying and when we are asking for after...

Moe Alawie was the sales associate at the Ashley Windsor Ontario store. He worked his magic and got me the best deal on an adjustable bed with a tempur-pedic mattress. He was very knowledgeable about people’s sleep styles and what mattress and pillow worked best for me. He took a year long course on it! He was very kind to my sister and I. I highly recommend going in and talking with Moe about your sleep needs. I also highly recommend the Ashley store in Windsor Ontario as the many staff that I came into contact with were genuinely happy people and you can tell it’s a great company to work for. The whole experience was stress free! Update: I really thought I was getting a great deal, an unbelievable deal. The deal was supposed to be so great that the sales person told me that his bosses were angry that there wasn’t a profit made off this sale. Well… I paid 999$ for a twin tempurpedic medium firm mattress. I went online to make sure I was getting the right base for my bed (adjustable) and that’s where I seen the price of the mattress I didn’t even check the price of the base. I was concerned that this sales persons bosses were upset with him. Tactics? I don’t know. I had previously bought a bed at Leon’s and the sales person wanted a copy of the receipt (twice) but whatever. I asked about the delivery date and was told a date of April 17 was made. A week later I called to confirm this date and found out there was never a date of delivery even set nor was I told I had to set the date myself. White glove delivery? Guys were nice enough but the delivery never went down like the video they show you says it should. They did not take out my old bed (twin) out of the room.

I did not like to be made to feel guilty about the price of the bed I bought and I did not like the fact my old bed wasn’t removed and i especially did not like being told I was getting the deal of all deals when in reality I really wasn’t…. I was getting a sale price that they were already having.

If you are going to shop there make sure you are being told the truth and don’t let anyone make you feel guilty for the price you’re paying from something from their store. I had to wait until to edit this review because I was afraid somehow my bed wouldn’t get delivered on time…. The delivery guys had to go to London to pick up my mattress and they didn’t really seem to happy about it. Probably why they didn’t take the old twin pallet bed that was in the room out of the room. My name is Cynthia Peterson not William I just happen to be using my sons account to write this review (not on purpose) I won’t go back to Ashley for the dresser I was...