Ashley Furniture Homestore

My previous issue with this store has been resolved. Thanks to head office customer care. I appreciate their fast action on the matter.

They mislead there customers and are completely dishonest, they don’t care about customer satisfaction. Honestly I can’t believe people get away with taking money and making you wait 8 months for your product

On 15/Jan delivery man came to my house for product delivery.

In my invoice its clearly mentioned that they will disassemble my old furniture and assemble new furniture. I confirmed twice with Sales Person - Jacob and one lady who scheduled for delivery date and time. So I kept my furniture as it is.

When They came to my house they became mad that they have to remove my furniture. And told me its not their headache how to remove the old furniture. They said it's their 16 number delivery , so they don't have time to disassemble old furniture. instead they offer me that if I can disassemble my self then at best they can move old one to my garage, if I can not then they just assemble the furniture beside the old one. They were shouting all the time. I surprised that they shouting at my property inside my bedroom wow!!!!!!.

I disagreed with them then they told me to reschedule for delivery. I asked their name and they refused and ask me why they give their name?! I told them you are inside my home for delivery and rude with me then I have right to ask their name. Then they went outside of my house and shouting outside. I took one small video just to record what type of behavior they did. I closed the door and they bang my door to delete the video and shouting outside. I thought of calling 911 but then they left. When they left my house, I called ASHLEY HOME STORE to describe the situation. She also noted all my points in paper.

I am living in good neighborhood and such attitude is not acceptable at all at any cost. I have little kids and they became mentally stressed when they banged my door.
Should I expect these type of behavior and service from ASHLEY?

Is it my concern that I am16 number customer ? I am stacked for couple of hours too for receive the delivery to get my new bed and become blank to get these behavior from ASHLEY!!!!!!!! This is my first time purchase experience with ASHLEY and it was so horrible.

The salesperson was so attentive to my needs when it came to placing the order and giving me a "deal".

However, once I placed the order, I received notice that the delivery date was postponed by 3 weeks for 4/5 parts (module sofa) and the 5th part would be coming 4 months after the order was placed. I still haven't received the last part. Will update this post if it comes even later than expected.

When the salesperson called me to tell me this bad news, shed also already understood that by the time the 4/5 modules would become available, I would have already moved to my new place (2 hours out of town) and not had the moving truck anymore (which I was planning to use to go pickup the items from their Toronto warehouse). So the salesperson's best suggestion was that I go with having the sofa shipped to my new address. I agreed to this but she'd indicated that there was a cost for delivery. It was $299 but she was going to have it reduced to $99. This was for the "white glove" service that has the delivery people drop off and setup your new furniture and they leave with the garbage.

I had to convince the salespersons to convince her bosses that I shouldn't have to pay $99 or any amount for this because it's their mistake. She called me back a day later to confirm that they will cover the cost.

What she didn't tell me is that since they had to absorb the cost, I was downgraded from white glove service to having the delivery people just drop off 4 huge boxes on my front lawn and driveway and leave me to deal with it from there.

The sofas are nice and in terms of quality of the material and comfort, they are pretty much as expected.

However, I was also told (by the salesperson) that these modules are too heavy too slide and separate from each other (even without a carpet underneath). But just in case, she looked into if there was an option to purchase and install hardware for the modules to lock together and came back with confirmation that there was and she would be throwing it into the order at no extra cost.

The modules did NOT come with the connecting hardware and severely slid apart. I had to go out and spend nearly $100 extra at a hardware store to buy the anti-slip rubbers for each foot.

The only other complaint I have so far is that 2 staples have already fallen out of the underside onto our floor. This leads me to expect more to come out and eventually require me to re-staple the underside myself. What's more worrying is that we have a 1 year old running around and if they were to find a staple on the ground......

Well, I would bring up the last complaint with customer service but what actually lead me to write this review is everything leading up to the staple issue.

When I received the 4/5 pieces and noticed there was no connecting hardware and I was downgraded from white glove delivery, I'd immediately emailed the salesperson I was dealing with the whole time. Up until the sale was completed, she would respond to my emails (and even text messages) at even the oddest hours of the evening (right up to midnight). I sent her my complaint email on December 13th 2021 and never heard back. Followed up on December 21st and didn't hear back. Followed up again on January 1st and didn't hear back. Followed up one last time on January 7th (this time I also cc'd their Canadian service email address) and got no response. So here I am with this review that I promised I would leave if I didn't hear back.

This whole experience (plus reading all of the other negative reviews) has me scared about what will happen IF one of the modules ends up coming apart in one way or another and I ACTUALLY need customer support.

NEVER EVER shop at Ashley, you are not saving money and getting okay build quality and the WORST post sales customer experience.

Beware of buying anything from Ashley HomeStore
We purchased a Brand new bedroom Porter Series bedroom set, definitly not a cheap set.
Ill be nice and start with the Dresser was perfect, came properly packaged in the original manufacturers box ... Now I'll go on to the headboard.
That piece came in a kitchen table box, not properly packaged, scratches and dings from one end to the other, too many damages to post all pics. I wiped it with a white rag, it was completely filthy. My best guess this damaged headboard came from a corner in the warehouse and made it back into their inventory system when it shouldn't have. Now they keep trying to repair the damage, it was at their repair shop, came back and didn't even make it off the delivery truck, driver said it had sustained further damage.so back for a second repair.. All we want is a NEW headboard, which is what we paid for.

Try to deal with this company is a complete joke, according to their terms and conditions any piece of furniture that comes damaged will not be replaced, only repaired.
So here we are holding the bag on a piece of junk that could have been picked up at a damaged outlet at a far cheaper price that what we paid for it.
Innitially I had to deal with their auto system which was difficult and glitchy, had to indicate on a picture where the damage was located and all that would come up was a picture of a couch, lol not sure how you show headboard damage sites on a pic of a couch. Ive dealt with so many customer service people on this, some nice, some not so nice. But the end result is always the same, according to their terms and conditions no replacement, only repair.

So, my advise is purchase your furniture elsewhere, this company grabs your money and runs. Great customer service DOES NOT exist here.

Don't buy from here. Once they have your money that's all they care about. The brand new couch we received had a rip and they refused to fix it. Not worth spending your money on. Better to spend a little more with a better company who cares about their customers.

Never buying from Ashley again. We bought a well-reviewed bed, but had it break at the joints within a couple weeks. It was a fight with customer service to get them to fix it which took weeks. About a year later, the same issue happened again. It seems they use cheap tiny screws with particle board.

Extremely disappointment with our brand new bed frame because it makes terrible metallic squeaking sounds every time it is used. There is clearly a design flaw as the bed does not have wooden slats and instead just has 3 very thin metallic slats. I had also bought a matching dresser with the bed and now I am stuck with both.
Equally disappointed in the customer service as they simply said "noise is not covered under warranty". I paid for the brand quality, I trusted in the Ashley brand name and I have totally been let down. And the brand doesn't even want to take any action on such a big design flaw.
I don't understand how such a design can pass quality testing. The loud metallic squeaking occurs every time I sit on the bed, move even an inch on it, and get up from it. Basically I am not able to use the bed.

The Journey with Ashley Homestore can be summed up in this one email (rest of story below):

"Hello,

I am writing in regards to a poor customer experience that I wish to voice.

At this point of the delivery process, I am wildly disappointed and saddened with the customer service I have experienced with Ashley at this time.

I had placed an order to be delivered on Nov 4th, 2021 which was a partial delivery. This is fine as I was informed by the sales team that my chest would arrive on a separate date however all my other items would arrive on Nov 4th. This delivery occurred on Nov 4th, 2021. However, there was significant damage to the headboard which was brought to my attention by the delivery driver. I am thankful to him as the product was in completely unacceptable condition. Please see the photos below:

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I was very appreciative of the driver giving me the heads up on this issue and he recommended that he take it back to be reviewed, which I wholeheartedly agreed with.

During this time I was told by customer service that I would have to wait until a technician was to review the damage and get back to me. This angered me as a customer. Why should I have to wait on Ashley to assess and 'repair' the damage? This policy is completely appalling. If this headboard is broken it should be replaced not 'filled' with wood?

In addition to this, a second delivery with the 5 drawer chest was scheduled for yesterday, Nov 8th, 2021. This delivery arrived and the driver of this delivery alerted me to damage to the headboard. I was not expecting to see the headboard with the exact same damage in the same location with no repairs having been made? In fact this time it looked somehow more damaged? Please see the photos below:

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At this point, I attempted to speak with customer service over the phone. Most of the representatives are polite and I do not wish to disparage their efforts to assist me. Unfortunately, knowing their role, they are unable to assist me on the level I require. I requested an escalation to a manager. The ticket was placed at 2:52 PST and at this time there has been no call back by a manager. I find this sort of behaviour unacceptable for a company I had spent almost $3000 on. My wife is pregnant and is sleeping on a mattress on a box on the floor. It is abhorrent, that I can not reach a single manager on the phone. It is unfortunate that I have the same furniture piece delivered to me twice with obviously no repairs being made (not that repairing this would be appropriate in the first place). I have taken multiple days off work to accept these deliveries.

I would like to speak to someone regarding this promptly.

Regards,

xxxxxx"

**NO RESPONSE BY ASHLEY**

Short version: Scheduled delivery for a bedroom set, arrived with a partial set, and the headboard was broken. Ashley told me that they will send a repaired version. Was not repaired. Rejected second delivery. Now anyone who can help me is unreachable.

No way to speak with someone in charge or to demand reparations. Abysmal customer service will place you on hold for hours at a time until the call 'drops'. The manager "left a voicemail today" that I never received. Furniture quality seems fine but be prepared for your furniture to arrive in whatever condition it may.

Shoutout to the honest delivery drivers for actually looking at what they were delivering and making a good recommendation to refuse.

They don't deliver on their promised due date (expect at least 6 months to get delivery). Poor customer service where no one returns your call! You're locked into the purchase the minute you walk out of their store. Cancel for 10% admin fee or 25% restocking fee if you get the goods. Admin fee for what!?! You don't even pick up on the calls!