Ashley HomeStore | Coquitlam, BC V3K6Y3

I am writing to formally express my serious disappointment and frustration with Ashley’s products and customer service. Unfortunately, this is not the first time I have experienced a problem with Ashley. Approximately three and a half years ago, I purchased a dining room table set from your company. When it was delivered, several areas of the table were damaged during transportation. I contacted Ashley repeatedly and followed up several times in an effort to have the damage repaired, but unfortunately, the company failed to properly address the issue. Despite that previous experience, we recently decided to purchase a sofa bed from Ashley again. Unfortunately, we are now facing another significant product issue. One section of the sofa does not properly connect to the other because the clips do not align correctly. As a result, the sofa has been completely unusable for more than a month. What is even more frustrating is that, despite contacting Ashley and following up, we are still waiting for a technician to be sent to our home to inspect and resolve the problem. More than a month has passed, and we still do not have a functional sofa. This level of customer service is unacceptable. When a customer purchases a new product, they should not have to spend weeks repeatedly contacting the company simply to get a defective product inspected and repaired. I am asking the manager or Customer Service department to take immediate responsibility for this matter and provide a clear solution without any further delays. I expect Ashley to arrange for a qualified technician to inspect and repair the sofa as soon as possible, or provide an appropriate replacement or other satisfactory resolution if the defect cannot be repaired. I have already been patient for more than a month. I do not believe it is reasonable to expect a customer to continue waiting indefinitely for a problem with a newly purchased product to be resolved. I would appreciate a prompt response from a manager and a specific timeline for resolving this issue.

Good service, the person who helped me in the store was really helpful. The only issue was the delivery option that they offered. The standard delivery is 100 extra dollars and only a few days in the week is available

⭐⭐⭐⭐⭐ → ⭐ I ordered two sofas and several chairs from Ashley HomeStore Coquitlam. When I placed my order, I was told that my furniture would be delivered within 3 to 4 weeks at the latest. After waiting for a full month, I didn’t receive a single message or phone call informing me that my delivery had been delayed. After repeatedly contacting them, I was finally told that the delivery had been pushed back by another two weeks — and again, nobody had bothered to notify me. After even more calls and follow-ups, I was eventually told that my order would be delivered with a 10-day delay. When the delivery finally arrived, the delivery service was extremely poor. To my surprise, only about half of my order was delivered. I was then told that the rest of my furniture would supposedly be delivered the following week. I honestly never expected to experience this level of poor service in Canada. The entire experience has been extremely disappointing and frustrating. It feels like they only care about you when they want you to place an order. Once they have your money, the level of customer service changes completely. I definitely do not recommend buying furniture from this location. Very poor and very disappointing experience.

Great service. Harley helped us. Would refer to a friend.

I bought a few pieces of furniture, and my entire shopping experience was great. We were helped by a Sales Associate named Nasim and she was fantastic. She provided friendly helpful service from the start. It was a pleasure meeting her! Thank you

We had a fantastic experience at Ashley Furniture and couldn’t be happier with the customer service we received. A special thank you to Sales team, Greg, Sadaf and Harleen. They worked together as a great team and were incredibly patient, professional, and helpful throughout the entire process. They took the time to understand exactly what we were looking for, listened carefully to our needs and preferences, and patiently helped us explore different options until we found the products that were the best fit for us. We never felt rushed or pressured, which made the whole experience enjoyable and stress-free. Highly recommend this Ashley Furniture location, and especially this wonderful team. Thank you again for making our shopping experience such a positive one! ⭐⭐⭐⭐⭐

Ashley salespeople are polite but won't assist after payment, whether it's with handling delivery-related damages or failing to meet delivery commitments. The main problem with Ashley is the delivery time; a lot of items are made after an order is placed, and orders are typically not fulfilled according to the timelines promised during payment. The latest deadline for some items that I ordered on August 28th is now October 6th and there are high chances of they calling again, asking for extension. The compensation they offer for delayed deliveries is funny; they add a delivery fee for items that were supposed to be delivered free of charge in a single shipment and waive that off for the delay on their part, which makes it useless for buyers.

Our advisor Harleen has been the most amazing and helpful. She has gone above and beyond to help us shop for our new home furniture. She went out of her way to accommodate and help us. Thank you Harleen.

Good morning. Our experience was very good. Our salesman was very knowledgeable in helping us decide on the brand that was going to work the best for us. Thank you so much for the fast delivery as well. Highly recomend this store.