Ashley HomeStore — Local services in Vaughan

Buyers beware when shopping with Ashley Furniture - 0 Stars

EDIT: It's 'amazing' that after repeated messages a response was received on Aug 22, 2021 stating "This email is no longer active". However I can see responses AFTER that date to customers that have a positive review. So my experience as a customer is NOT valid - as I still continue to wait wait for missing footboard leg estimated to arrive Sep 13th because there was a 'human error' and only 1 leg was ordered instead of the missing 2 legs. Yes, I continue to pay the price in my decision to purchase from Ashley - where my son is still not able to safely use his bed. Picture of response added. Please BEWARE

EDIT 1: I sent email to the one provided in response but still NO RESPONSE as of Thursday August 19, 2021. And having to call "Guest Care" is a disaster - repeated calls to get the missing bed legs for the footboard (same July 23rd delivery). Through these numerous phone calls, I have found out that only one leg was ordered and still waiting to have the required 2 legs so the bed can be used safely. SHAMEFUL....and also still waiting for the Replacement Chest

ORIGINAL: I recently purchased a bedroom set from Ashley furniture store in Vaughan. After waiting several weeks due to COVID, the furniture arrived. I could hardly wait to finish work so we could open up all the boxes.

After opening the products in my doorway I noticed that the 5 drawer chest was damaged with a couple big cracks, splits in the back and a footprint. I immediately started to call Ashley Customer Service to have the driver returned for the damaged product. I had waited 15 minutes to be connected to a virtual call with Richard, their virtual technician. Richard explained they were having technical difficulties that day, which may explain why we were disconnected and I had to go through the whole process again. Pictures of the damaged furniture were sent and I was told that someone would be in contact with me the next day.

No one called me back so on the 3rd day I called again. I was told that they are awaiting approval for an exchange and I would be contacted the next day. When one one called, I again followed up with a phone call. To my surprise they told me they would not be returning to pick up the furniture. In addition I would be responsible to pay a 25% restocking fee for their damaged furniture because it was in my home for too long. I was baffled by this. Why should I be held responsible for damaged furniture? Or I could wait 4 or more weeks for them to deliver a new replacement.

I told them this was unacceptable since I had already waited for the product and now I would have to wait another 4 or more weeks. Why should I be inconvenienced for their negligence? I asked to speak with the manager and was put on hold for a few minutes before the agent came back and said that Kira, Supervisor of Guest Care, reiterated that I was on the hook for 25% if I refused to wait. I was offered no empathy, no apology, take it or pay the restocking fee.

I will never shop again from Ashley or recommend anyone to do so. Their Customer Service is the worst that I have ever experienced and I spoke to several service reps and a supervisor who refused to provide ‘Guest Care’ but would be in touch after the replacement to discuss customer appreciation (what???).

I’m so disappointed, frustrated and unhappy as this new bedroom set was a gift for my son who was so excited for his new furniture. But his new room has now become an eyesore with nowhere to store his clothes topped with poor...

I purchased a couple of things from Ashley 5 months ago and they are now refusing a refund after their customer service representatives promised me one!

I had the "white glove delivery service" come by for delivery. They damaged our floors, cut our couch cushion while opening the couch up, and said for me to contact customer service. I did contact them and got a replacement cushion cover (3 months later) and opened an investigation about the damaged floor. We just moved in a brand new condo, and they were our first delivery, and we saw them scratch the floor in 3 different spots. Customer service said they conducted the investigation and that the delivery company they use denied that ever happened. We had to pay over $700 out of pocket to repair these floors.

Then a few weeks after delivery the back of the headboard broke, followed by the entire thing CRACKING in half when I sat at the edge of the bed (I'm 125lb). I was told they were not going to cover it because I misused the product by sitting on it (has anyone else mastered getting into the laying position on the bed without first sitting?). This was through chat, so I called in to see if there was anything they could do. When speaking to customer service, I was told they would provide me with a refund for the bedframe. I then threw out the bed frame since I am promised a refund and am in a condo so I have no where else to put the frame, and needed to lay the mattress down. The reps knew about this!

Two-three weeks later, no refund. I call back at which point I'm told they don't see anything in the system so its a good thing I asked for an email last time stating that they would provide me with a refund. She said she would put in the notes for me that the refund will be processed.

Two weeks after that conversation, I call back and get yelled at by the customer service rep (Scott SH33). He puts me on hold after asking me repeatedly to hang up, then comes back and apologizes. He schedules a call back with a manager, who then calls a few days later and says they've received other complaints about him treating customers terribly.

She then informs me that I will not be receiving my refund, and that the email states that they will be "covering the bed damage". A play on words and that was their conclusion. I begged her to listen to the recordings as I was told about the refund and to throw out the frame, she said she would. Got an email a few days later saying there are no recordings she can go through. There are only records of phone calls. So she has to go by what she sees in the notes. (There is nothing in the notes I've learned from calling 8-10 times now).

I was excited to furnish my new condo, but after this experience I will no longer go with Ashley ever again. Not with a company that LIES to you. Their customer service is the worst I've ever experienced with reps flat out lying, being verbally abusive, and giving bad advise so the customer is out one way or another. Don't waste...

Still having issues with Ashley furniture... They have Zero customer services...you need to call multiple times and wait on hold for extremely bad customer service... bought a couch that was regularly 6K brought in home in October and now have made 6 or 7 calls to request repair... they were supposed to come Sunday, they did not show up nor give me the courtesy of a call. I had to call back again and was told they could get me in 2 further weeks away. DO NOT SHOP THERE. I regret spending dime one, there and warn you not to.

I would never shop at Ahley again and would never recommend anyone shop there. I ordered a sectional, some mattresses and other pieces totaling $10K. I ordered the sectional in September and when it was delivered in October, the back cushion for the Chaise was not included. We called the store to have the cushion delivered. Two weeks later we called to find out when we could expect the cushion, we were told it hadn't even been ordered, so we would have to wait 4 weeks. It is now November 22nd. Last night I called customer service and was told they would have a customer technician come to "install" my cushion December 2. I explained that this was unacceptable, and asked to speak to a manager. The customer care person refused to let me speak to a manager and kept asking if there was anything else he could do for me. Clearly couldn't care less. Today I called and asked to speak to a manager, and was told I needed to speak to this individual first. So I went through the whole conversation again, spending 25 minutes on the phone, most of it on hold to be told they would deliver it November 27 without a specific time. Under these circumstances one would think they could schedule the 2 minute installation for first thing the following morning. In any event, I asked to speak to the manager and it is over a hour later and haven't heard anything. I called and spoke to the salesman who sold the furniture to me. He says he can only help with sales. At this time, I have been told to call back later to speak to the manager of the store, and am still waiting to hear from the so called "customer care" manager, and have no idea when I will get my cushion. I have been entertaining and hope to continue doing so over the Christmas holidays. I will be sure to let everyone know why I am missing a cushion for my couch.

I gave one star as I was unable to give no stars. Ashley has NON EXISTENT customer service, once they...