Ashley HomeStore | Abbotsford, BC V2S8M9

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.

Mike was great in carefully leading us to a decision in buying a power recliner. He has been good in following up and updated shipping details Very satisfied

Terrible service

Please read last update! Extremely happy with Ashley HomeStore and the level of care and service we received. ------------------------------------------------------------------------------------------------------- We are / were repeat customers having spent approximately. $6000. over 2 purchases at the Abbotsford location. We were really happy with our first purchase and all our store interactions. Our second purchase consisted of a sideboard / large TV stand and a dinning room table and 6 chairs. When our purchase was delivered I noticed some damage to the shipping box. I had brought this to the delivery drivers attention when I noticed it and was assured it would be ok and if not Ashley would take care of it. Within 4 hrs of purchases being delivered I found the TV stand to be damaged from shifting inside the packing and box. I notified Ashley furniture and wanted a replacement unit delivered and this one picked up. They insisted on sending replacement parts and we went back and forth with pictures and phone calls. I asked for TV stand exploded view and parts list as the order they had placed was or 3 items and 4 were damaged, no part descriptions for parts order and unable to tell what was missing. This request for a parts diagram and list was asked for 2 times but never received. Ashely furniture agreed to pick up TV stand but would only do a refund and not ship a new TV stand that I had confirmed was in stock. I asked repeatedly for a new one to be delivered at the same time damaged unit was being picked up but they refused and would only do a refund and I would have to go back into the store for new purchase. This was to be a full refund but when it came through on our credit card was less than it should have been. I called Ashley Furniture and was informed it was less due to the deduction of a restocking fee and pick up fee. This was never discussed and never agreed to as we wanted a replacement unit and not a refund. This whole experience has been a total nightmare. I have talked to Manager Navneet at Ashley customer service and she refuses to refund the pick up charges of the damaged TV stand. This makes no sense and given it is an issue with the TV stand being received damage should not be the customers responsibility to pay for them to pick it up or a restocking fee. I have escalated this issue further as I am not satisfied. ------------------------------------------------------------------------------------------------------- Update: Received a call from Rose, very nice person who genuinely cared and listened to my concerns and addressed them step by step. I am very pleased and am in the process of getting our large tv stand replaced and will share our experience once received. Thank you Rose for caring and reaching out. Update: New TV stand is arriving May 16th. Thank you Rose once again for all your assistance and assurances that all will be excellent. ------------------------------------------------------------------------------------------------------- UPDATE: We received our new sideboard / large TV stand and it arrived fully assembled, shrink wrapped and in pristine condition. failures happen and sometimes products get damage in shipping, but it is all in how you recover from these service failures. Rose was amazing and the reason we ordered the replacement unit instead of taking a refund. We are so extremely happy with the service we received and would highly recommend Ashley HomeStore. Thank you Rose for making a difference!

We spent a couple days shopping for new furniture for our family room. Thank you to Manjeet Sahota for giving us the space to make our decision and then helping us to get the best deal. We look forward to receiving our new furniture and to enjoying it.