Ashley Furniture Homestore

Where do I begin with this joke of an organization/company. I want to make as many people aware of this company and to take everything I'm about to tell you as the absolute truth. Back in March before COVID we had gone to the Stoney Creek location (since closed and moved to Hamilton) to buy a new living room set to include large coffee table, couch, oversized chair and ottoman with some other accessories to match the look. We spent over $7500.00. We bought the extended warranty as well and was told it would be two to three weeks before arrival. Within that timeframe the furniture arrived. Keep in mind it's now COVID time. We received a call from the drivers saying that because of COVID they would not be allowed to unpack the furniture and set it up for us as per the new rules. They said they could bring it into the front door and place it all there which we were fine with. Guys arrive, drop furniture and leave. My wife and I unpacked all the furniture only to find a variety of things wrong with EVERYTHING we ordered from poor stitching, rips in the dust cover, panels not matching up beside the next one on the couch and on and on... On Monday I contacted Ashley to explain the situation. The snarky girl on the other end said the furniture should have been reloaded at that moment instead of waiting this long (it was three days after the delivery. Anyways, she said to take pics of everything and to email them to their customer service department (Customer cares) what a joke that name is. Oh, we can only send one pic/email or their system won't accept it. So, 35 emails later all pics were sent. I called back the next day and was told the pics are being reviewed. I said based on your policy the cost of the furniture can be refunded at full cost if the customer isn't happy within the time frame (three days) Needless to say the girl said yes, you will be refunded but will be charged a 35% restocking fee!!! WTF is that about!!! Without going through a day to day play out they eventually came to "repair" the furniture back at their warehouse and we'd have it back in 10 business days. Note... as they are loading our beige furniture the one guy had grease on his gloves and covered each piece as he was loading it with this grease and then said "it's not from me, it must have been there before. The other guy looked at him and said look at your gloves, sure enough there was the grease. So, more pics were sent to Ashley with the pieces now covered in grease. Fast forward SIX WEEKS LATER, we received a call from them saying our furniture is on it's way back to us on said date. They show up and started unloading the furniture. I told them to leave it and we would unpack it as the guys that came this time stuck of body odor so bad it was making me gag. Sure enough we unpack the furniture (oh, to mention, this is now September) and the god damn furniture is still a mess. They packed the back cushions so tight it was stretching the material and it was so hard you couldn't even relax into the back cushions. So, I call again and explain with pics sent AGAIN and the girl said "oh I'm so sorry this has happened" I told her I'm sick of you guys apologizing for this and demanded to speak to a manager and was told, no, we have to try to resolve this first and if we can't then it will be brought to the manager's attention. I said fine, I gave you people the opportunity to fix this mess and you didn't so, now I want my money back and I'm not taking no for an answer. She calls me back later and said they will come out and fix the furniture again. I said no, that's not what I asked for and was told that is the only offer I will see. So, now I've contacted my lawyer and we will be suing Ashley furniture and will be naming everyone on the invoices from the sales rep to the manager to the girl who took our money and they will be sued individually along with Ashley including the President and CEO of the company located in the US. I'm not afraid to spend money and in this case it will be worth every penny.
If I can offer anyone out there reading this novel some advice, make notes of every conversation, who you spoke to the time and date. I did and in my case I've had 89 conversations from March to Sept 28th.
AGAIN, no not buy from this company