Ashley HomeStore | Abbotsford, BC V2S8M9

Everyone was incredibly helpful in aiding me with my purchase. The entire process was very quick and they were all accommodating to my needs.

If I could give a 0 star I would. I bought a couch and they said it would be delivered last weekend. They missed the schedule last weekend and I've been sitting on the floor because I have no couch ! They gave me a new schedule date and they missed that too. Know I have been sitting on the floor for 10 days. They will probably schedule it.again for next weekend so that will be 3 weeks without my couch. This place is full of people that say they will call you back and never do anything it. I will not be buy anything else from this store 😒

I paid for a warranty, now they are in flagrant BREACH OF CONTRACT. I paid extra for Ashley’s 5-year protection plan specifically because it advertised coverage for the type of damage I experienced. On April 4, 2026, Ashley sent a technician to my home. The technician inspected the furniture, attempted cleaning, and determined the stains could not be removed. I was textually told by Ashley that replacement fabric, cushion casings, and foam would be ordered and installed. Over the following weeks, Ashley continued to discuss replacement parts with me. On April 30, 2026, I was told that the foam would be custom cut and that I would receive my service date and time information before the repair appointment. That never happened. Nobody contacted me with an update. Nobody contacted me with a repair date. Nobody contacted me with a time window. Instead, I had to repeatedly reach out myself to find out what was happening with my claim. After approximately 88 days of waiting, following up on my own, and receiving very little communication, Ashley Distribution Centre scheduled my installation for Saturday, June 6. They then canceled at the absolute last minute, and rude phone staff told me to "discuss it Monday." To make matters worse, they are now trying to claim no technician will be sent because the furniture is considered a “biohazard” due to cat urine and blood. This is a blatant breach of contract. If the furniture was an excluded biohazard, why did Ashley send a technician to inspect it? Why was cleaning attempted? Why were replacement materials formally approved? Why were replacement parts ordered? Why was an installation date booked for June 6? Why was I told to wait for service information that never arrived? The damage I submitted a claim for is exactly why I purchased the 5-year protection plan, and "accidental biological stains" are explicitly covered under their terms. Ashley spent months leading me to believe the repair was moving forward, only to pull a last-minute bait-and-switch to avoid fulfilling their legal obligations. By failing to install the replacement parts they already approved and ordered, Ashley Home Store is in direct breach of our paid protection agreement. The lack of communication, failure to follow up as promised, contradictory explanations, and hostile customer service have made this a nightmare. I am currently preparing a formal dispute with the BC Civil Resolution Tribunal for the maximum replacement value of the furniture due to their failure to honor their contract. Do not buy Ashley’s protection plans; they will take your money and abandon you.

Very fast and efficient sales associates Just getting too many emails now

Very friendly staff and have excellent knowledge of their product

I would like to clarify that I have no complaints about the delivery team itself — everything during the delivery process went very well. The text message updates arrived on time, which allowed me to plan my workday properly, and I truly appreciate that. My concern is mainly about the overall customer service and communication after the purchase. Buying the furniture went smoothly, but the issues started when the delivery was being arranged. The first time we were contacted, we were informed that the nightstands would not be available, but nothing was mentioned about the sofa. Because of this, we agreed to postpone the delivery from May 5 to May 20 so that we could receive the entire order together on the same day. Then, five days before the scheduled delivery, we received a text message confirming that everything was on track for delivery on May 20. However, the next day we received another message saying that one or two items would not be delivered — without specifying which items were affected. On Saturday, I visited the store and spoke with the manager who originally sold us the furniture. She promised to look into the issue and call me back either on Saturday or Monday. Unfortunately, nobody ever called back. My question is: why did I change the delivery date if the order still could not be delivered together on the same day? Please train your managers to follow through when they promise to call a customer back. Thank you for your understanding. I would also like to add that after the second failed attempt to deliver the sofa on May 20, we received a message apologizing for the inconvenience and stating that we would be contacted regarding our delivery on May 25–26. Unfortunately, nobody contacted us, and we received no further updates or instructions regarding what we should do next. Because of the lack of communication, we made the decision to request a refund instead. The main issue throughout this experience has been the communication and follow-up from your customer service team. To be honest, based on this experience, I would not even consider giving a one-star rating. Please ensure that your managers and customer service representatives pay closer attention to communication with customers and follow through on the commitments they make.

A lot of selection and salesperson was not pushy. He was very helpful. However… we had cushion issues with our couch and chair only months after it arrived. Customer service was a complete joke. Refused to even entertain a return so they ordered new foam for the collapsed cushions. Had to do it multiple times as they ordered the wrong foams. Each time had to wait for delivery, then call and arrange a tech to come out. Both times the tech couldn’t believe customer service kept ordering wrong foams. They then came and picked up the furniture and took it to their warehouse to fix. A week later it came back fixed. This entire issue took about 4 months to get resolved. In the meantime we had to buy new furniture as the Ashley stuff was so bad we had no choice.

The salesperson i dealt with was kind, informative and not pushy. He was very helpful and I highly recommend them. Thanks Ricky!