Ashley HomeStore — Local services in Red Deer

When we purchased a house last year on April 2017, all our living and family room furnitures/decorations such as a couch, buffet server tables, wall fixtures etc. was from Ashley. It was a great experience all though the delivery date was very upsetting but that didn't stop me from being a loyal client. However, when I recently bought a kitchen island just last month of February, the same issues with delivery date incurred again, but it's tolerable, apparently the kitchen island was too large for my Kitchen so I called the customer service and tried to arrange for a return and refund. Apparently, I will be paying a fee so I ended up keeping the item. After a few days, someone from Ashley Red Deer branch called in and asked me if I still want to exchange my kitchen island, told him I don't want to pay for any other extra fees so I'm keeping it, he said he will get an approval to waive the fees, including the delivery of the said item. I was very thrilled when he said that I will not pay anything if I want to do an exchange, all I need to do was to go to their branch and pick whatever item I would like as an exchange to my kitchen Island. And I regret that I listened to that idea as it pays me nothing but STRESS AND SLEEPLESS NIGHTS... The item I chose to replace my kitchen Island was less the price that was charged on my account apparently they don't do refunds, so they put $466 store credit to buy other stuff from them. The following day I went to their store and spoke to the Sales Manager, I tried to purchase patio sectional set and two bar stools, as we went to the cashier, she doesn't know how to access my store credit, she said it was not in their system, so since I am comfortable dealing with the Sales Manager, as suggested, I gave $400 as a cash reservation to the cashier. The succeeding day, due to a very personal reason, I called and spoke with the Sales Manager to cancel the patio sectional set and push through with the bar stools, he said he will take care of everything. Then I went back to the store, to confirm what I've said to the Sales Manager, and use whatever’s left in my store credit, so I brought some stuff to the cashier and I was surprised that the other cashier used my $400 cash reservation to purchase the items, she could have used my store credit and I am willing to pay whatever excess amount that needs to be paid. Tracy was there that time, I guess she’s the Admin Cashier there, as they always mention her name every time they can’t find details in their system, she could have helped the cashier to use my store credit instead. All the inconveniences could have been avoided if all their cashiers know how to access my store credit, regardless of whatever scenario it is/was. Now I have to wait for 10 or more business days before I can get back my $400. It was such a headache most especially when I picked up my items, it was really frustrating that you've waited long enough and when the items arrived, it was not in good condition. And I didn't even get any apology from the Cashier named Tracy instead she thrilled me with her arrogance voice and very sarcastic poker face. I hold my tongue and tried to compose myself as much as I could as I don’t want to create any commotion or scene in there. No compassion.. No sympathy... As the saying goes, it’s not what you say, it's how you say it. I am only waiting for the replacement of my items and will never ever step my foot again in that store, if there’s worse than poor customer service,...

March 7, 2021 was the 1st & last time I'll ever step into an Ashley Furniture Home store. I'm not one to write a lot of reviews or share experiences but this was not only extremly uncomfortable and inappropriate but it also still hasn't been dealt with. I'm going to share my experience from the beginning to now and let you decide. But if you're asking me I would definitely spend my time and money elsewhere. I've put off writing this review for long enough, I think everybody deserves a fair chance to redeem themselves or make a situation right but it seems the Red Deer location could care less. Upon entering their store with my daughter, we we're greeted by a very friendly sales associate, he helped us find the couch of our dreams and we decided to proceed. When standing at the counter the sales associate that had been helping with the sale of the couch came up behind me and placed his hand on my lower back, which made me extremely uncomfortable and during the times of covid I think completely inappropriate. This was addressed to him via email within days of the incident which is why I choose not to use his name I appreciate that he could admit it was uncalled for and move on. What I can't wrap my head around is the lack of care by the Red Deer manager Jessie. I called him and brought up the above situation, along with the fact their delivery drivers entered my home with no masks on March23, 2021, asking to use the washroom and Loudly complained that the couch may not fit. I'm not a confrontational person so of course I allowed them to use the washroom and stated that our sales associate was given the dimensions of the door and the living area, I also mentioned that I was told in store that the sectional would only fit one way and I proceeded to show them how. I deal with anxiety and found this all very overwhelming, so I went into a room while they brought the furniture in. I could go into more detail but I'll just get to the most frustrating points.. when they left, it was set up wrong, both my front door and screen door were left wide open, the screen door was broken and after numerous phone calls to red deer store asking for assistance but getting no where I finally broke down and hired someone to fix it. They stopped answering my calls, I know this because I tried over and over (took a screen shot) but used my daughter's number and they picked up right away. We have 2 out of the 4 pieces ordered. I've not been given any idea when or if I can expect the rest of our order but they have full payment. I feel like I've been played, they took the money and then I got a big middle finger. I even called last week to pre warn of this review, still...

June 28, 2020 my husband visited an Ashley Furniture Store. After receiving poor customer service we decided to just order the TV stand and 2 end tables online. We placed the order same day. I received an order confirmation stating that delivery to the store would be August 14th. On August 14th my husband went to the store to discover that they hadn't received the items. My husband was told by the warehouse guy "what do you expect when you order on line?" August 23rd I received an e-mail with a new order confirmation with a new delivery date of September 23rd., but no text in the e-mail letting us know that there was a delay. Early September we received a call that the 2 end tables were in and did we want them held until the TV stand came in. Not taking any chances we picked up the end tables. September 25th we picked up the TV stand. Upon attempt at assembly we discovered missing assembly hardware and 2 marred pieces. After contacting customer service they ordered the 2 damaged pieces and the hardware and told us that it could be anywhere from 2 to 4 weeks before the parts arrived. 3rd week of October we received a phone call that a technician would be in touch to schedule delivery of the new pieces and missing hardware. Here we are at November 3rd, no further contact from Ashley Furniture or the technician. We just wait... I am beyond frustrated. I understand shipping delays in the early months of COVID, but shouldn't communication have been ramped up to support customer service through all of the delays? In an age where more people shop online than ever before (especially during COVID) shouldn't the digital age aid in good/great communication? Because that's where my frustration begins and ends... poor communication and a lack of adequate customer service. I have bought items from Ashley before, but I won't shop at Ashley again. My husband was reluctant to have me write this review because we don't have what we need to assemble our TV stand and he thinks that we won't get it if I post a negative review, but I'm not sure it will make a difference.

Nov 20, 2020 Update - the day following my review we received a call from Ashley Furniture, to advise us that our new delivery date would be November 30th. Today we received another call letting us know that delivery has been delayed again - new date is December 14th.

This situation has moved beyond ridiculous. Do the executive team at Ashley know what is going on? Do they understand why they are in business? If you have no idea when my furniture pieces will arrive, then tell me that. Be honest with me. Offer me a different piece that you have in stock, offer a refund, do anything......