Ashley HomeStore — Local services in Toronto

Our experience with Ashley's have been one of the worst experience's I have ever had with any retail store.

It started us going to Ashley's back in mid December where we wanted to buy a specific bed frame. Our initial experience was great. We were met with Jewel who was one of the store sales rep. He gave us great information. At that point, we just closed on a new place, and move in date was January 28th. So when trying to purchase this bed, Jewel mentioned to us that the bed would not be delivered till March. Fair enough. We said thats fine, but we will shop around then and see what else is available. Jewel then asked us to wait a moment, went to talk to someone, then came back and said we can get it delivered first week of February. Great! Thats what we wanted so we decided to purchase. We also asked if we can finance it after January 28th since we couldnt take on any additional finance plans due to our mortgage application. He mentioned yes we can.

Shortly after this trip, this is where things just started to take a downwards turn. Literally a week after our purchase, we get a text message saying our bed was ready to be delivered. We are still in December. I am confused, I thought they couldnt but now they can? So we let them know hey we cant receive this yet, delivery will have to wait till first week of February. They said thats fine.

Then we get another text beginning of January saying they are ready to deliver. Ok so clearly no one is communicating amongst each other. So we told them once again, that we need this first week of February. They said fine and they will reach out after Jan 20th. Great. Around Jan 22nd, we realized we actually didnt get a call from them to set a delivery date. We did mark it in our calendar to expect a call from them but no calls were given. So we decided to give them a call, only for them to tell us that the slats of the bed we chose was damaged and the delivery wouldn't happen until end of February. At this point, nothing makes sense. Ashley keeps calling us to deliver ahead of when we requested but couldn't even bother letting us know that what we ordered was damaged and delivery will be late?

Then we proceeded to try and understand when the delivery would happen. That is when we were just thrown from one rep to another, each unable to give us any concrete information. Until we finally got in touch with this one woman, who was extremely rude to us. Literally saying for word "what do you want me to do about it? I dont have parts to replace your broken slats, what do you want me to do about it?" that was really frustrating as most of our communication with Ashleys have been professional until we got in touch with this woman who had ZERO sense of customer service.

After ton of back and forth, we finally were told that our bed will be delivered Feb 2nd. Finally we are making progress. We decided to pay for the white glove service, which costs another $140 and they essentially deliver it and build it for you. The alternative is they will drop it off in front of your building and its your responsibility to carry it upstairs to your condo. So we said we will pay for it and have it delivered.

When the bed came, the two gentleman who was delivering it, bought it up to our place, built the bed and everything was going smooth until the very end. Turns out Ashley forgot to provide the screws to nail in the slats. The two gentleman told me that we would get it in 3-5 business days. They said call customer care, they will ship it out to you. We called customer care right away, and their response was 1 day to 1 month. That was Feb 2nd, and we still dont have those screws. Also, there was two lights that is suppose to be installed on the headboard of our bed frame. When I asked them why this wasnt installed, they told me "oh you can do it, its super easy". Great, I am glad the $150 i spent on this "white glove service" was really useful.

The white glove service is overcharged and designed to bully you into purchasing it. DO NOT SHOP AT ASHLEY's. HORRIBLE HORRIBLE...

WORST EXPERIENCE EVER, all guest care will say is as PER OUR TERMS AND CONDITIONS and offer NO ASSISTANCE to you as a customer after spending thousands of dollars in the store.

I ordered a couch from Ashley’s , provided the floor plan of my home to ensure that the couch would fit my space.

Originally the delivery team was sceptical about the item fitting due to the height of the stairway to the living room. We told them we would re-select but they were very push and insisted they had to try and bring the couch because of their team lead which told them the had to do it.

The delivery team then bull dozed threw my house to try to get the couch in causing extensive damage throughout my BRAND NEW HOME. After causing MULTIPLE DAMAGES they then stated the couch would not fit and we would have to re-select.

Upon contacting guest care, right off the back I was approached disrespectful. The guest care agent Donna stated that there is nothing that can be done and if I had read my terms and conditions correctly I would see that returning and item that is already in your home warrants 10% less then the price you paid and receiving a refund for them item you would receive 25% less than the price you paid. When I requested to speak to a supervisor , she proceeded to tell me “NO IM NOT GOING TO TRANSFER YOU TO ANYONE ELSE BECAUSE I AM CAPABLE OF DOING THE SAME THING” and to “HANG UP THE PHONE AND CALL BACK IF YOU WANT TO SPEAK TO SOMEONE ELSE” because they are going to tell me the same thing and it is unnecessary to transfer me to someone else.

Finally I was able to talk to a supervisor. Although she understood the issues that I was having she offered no help and just kept referring to the terms and conditions and saying she can offer feed back to other sales reps as a learning experience and at the end of the day I had the final say in the purchase that I made.

I decided to call back since I was unsatisfied and speak to someone different. I spoke to a guest care agent Andrea. When she originally came on the phone she was very nice and willing to try to help rectify the situation and find a solution. She told me she would consult with another person and come back with a solution.

Upon coming back on the phone her energy and attitude changed. She was very rude and began to repeat the same script as the other sales reps prior. She even went as far to say “THE COUCH YOU ORDERED WAS NEVER GONNA FIT ANYWAYS” in a mocking tone and brushed off the situation like it was nothing, and basically blaming me as a customer for what happened to my home and that nothing could be done.

I WOULD DISCOURAGE ANYONE FROM SHOPPING HERE. Because you can spend thousands of dollars and will be disrespected, gaslighted and offered HORRENDOUS custom service if a damage or...

Terrible experience with shopping here and dealing with the sales rep, manager and delivery services.

When I first arrived I saw a sofa that was to my liking and negotiated a slightly lower price with the sales person, the sofa was about 750$. When I received the bill it was over 1000$! She tried to tack on their product protection plan without notifying me. I said I didn't want it and so the final price ended up being about 900$ with delivery and taxes. I didn't purchase it that day but went to my condo to book the elevator for the delivery first.

I booked the elevator for a 1-3pm window on a very specific day. When discussing with the sales person and manager back at the store they assured me that the delivery would be within the window I instructed (as there is a $500 deposit for booking the elevator, I could afford to book the entire day/more than one slot). They then attempted to back pedal on the price that was given to me, stating that discount would only be given in I purchased the product protection plan! Well that wasn't described to us on our first visit and I made it known to the salesperson that we even calculated the price together with only the product + delivery and she had no issues with giving me the negotiated price then. She went back to the manager and relented.

On the day before delivery I was sent my delivery window which was NO WHERE near the booking time for the elevator. They had booked me for a window between 9am-12pm! I called the customer service and they stated they would get in touch with the delivery service and call me back. Well the email confirmation gave me until end of business day to confirm my delivery slot. By 4pm I still had not gotten a call back, I didn't receive a call back until 6pm! The team member basically told me there was nothing we could do and HUNG UP on me when I tried to ask questions. I had to go to my property management office and basically beg them to allow me use the elevator during that time (that time slot is not one of the time slots our elevator is available for booking as the loading dock is shared). I was lucky that the front desk and property management were kind enough to accommodate me and I was lucky that there were no deliveries for the building slotted during that time, but I also had to cancel an important meeting at the time slot. The tracking system used by the delivery company was also inaccurate. It stated that they would not arrive until ~10:30am, but I received a call at 10am stating they were at my building!

Complete liars who never live up to their agreements or customer requests. Only buy here if you want to be subject to headache...