Ashley HomeStore | Coquitlam, BC V3K6Y3

This was my second purchase from Ashley, and unfortunately, it was another disappointing experience. The first time, I faced delivery delays and poor communication. This time, I visited the store intending to buy a vanity table from a different brand nearby. I stopped by Ashley to share my frustration from the previous order, and the sales associate assured me they would make it right with prompt and reliable delivery. I trusted them and placed a new order. Just three days before the scheduled delivery, I received a message saying my order wasn’t ready and would be delayed to an unspecified future date. It’s incredibly frustrating—my entire home has been furnished for a long time, yet the only pieces still missing are the ones I’ve ordered from Ashley.

Excellent staff n manager

Bought a recliner chair from Ashley last week, when we picked it up from the warehouse and opened the box the fabric on the recliner was ripped in multiple places. Clearly they gave us a used product which is the first unfortunate thing. We called customer service asking if we can just bring it back and pick up a new one since they had many but they said no thats not allowed they will FIRST try to repair the item and if it cant be repaired only THEN will I get a new product. I paid a lot of money for this recliner and expect to receive a BRAND NEW product not a refurbished item. Repairing the chair should not be our problem, if it is ripped that bad right out of the box, I should be receiveing a new chair right away and repairing the current one should be Ashley's problem. Then when I asked about returning the item, I was told I only have 48 hours after pickup to get a refund and 10% of the cost will be deducted. BUT I wont find out for another 2-3 days whether it will get repaired or I will get a new product, at which point im outside the return window and am stuck with it regardless of whether I like their decision or not. It is just such a shame that the salesperson Ela and the store manager at the time of purchase did not mention any of this info. It was only until after our credit card was run through that we read on the second page of the receipt of the 10% cut. Needless to say I will never buy anything from Ashley again, I have never experienced such horrible customer service. This should have been a simple exchange.

DO NOT BUY THE PROTECTION PLAN. READ BELOW CANCELLATIONS AND RETURNS You are free to cancel your order, prior to delivery or pick-up within 48 hour of purchase (furniture, appliances, and mattresses). After 48 hours you can reselect your product anytime prior to possession without penalty or request a refund with a 10% administration fee. Appliances and mattresses cannot be returned or exchanged once the product is in the home. Once you have taken possession and you are not happy with your furniture purchase, you can within 48 hours of possession re-select with a 10% restocking fee or return the product with a 25% restocking fee. I picked up a recliner from South surrey warehouse and it has damage. The store tells me they can't do anything about it so you have to contact customer support. The store takes no responsibility whatsoever if you have received a damaged product and the sales person will avoid your calls and keep directing you to customer service. They also don't tell you there is a 10% restocking fee. They also don't tell you that if you have protection plan, and need parts, it takes weeks to get them and no guarantee. I'll never buy from here again. I should have looked at the negative reviews first. Nov 2: call customer service and they say you can't exchange for another one. It only must be repaired. So I paid the price of a new one but they'll give me a refurbished product? Store manager says call guest services. Guest services says wait for a decision. I have only 48 hours from pickup to decide if I want a return but they tell you outside of that time if they'll repair. Store never told me there's a restocking fee. They first take credit card, then on second page AFTER THEY GET YOUR SIGNATURE does the receipt say restocking fee. JESSICA BELOW is a chatbot.

The store is nicely laid out and lots of staff to help you. Nasim was amazing, very patient and understanding to my mother’s needs. I will definitely go back!

The staff was friendly , polite and very helpful. Would definitely recommend them to friends

Isabella our floor sales person was very personable and professional. She was close enough to get our attention, but didn’t hover and constantly interrupt our consideration process. There is nothing I hate more than when I’m trying to think of how something will fit into my decor when I constantly get interrupted by a sales person. Also furniture, coffee tables and dressers we were searching for were always in sets. They were competitive price wise as well with many items on sale but it didn’t feel like a “blow out” sale, today only. I went all a good experience for spending over 2000.

The initial sales experience was acceptable, and we were satisfied with our purchase. However, during the delivery, the delivery personnel left a significant scratch on the top of the dresser. Unfortunately, my wife did not notice the damage at the time of delivery as she was in the middle of a Zoom meeting. Once we discovered the scratch, we immediately reached out to the customer service team. We were then referred to the warranty department. Upon contacting the warranty department, we were informed that because the unit was a final sale and sold "as-is," they would not assist us with the damage. However, it is important to note that we purchased the dresser in perfect condition, without any scratches or damage. The damage clearly occurred during the delivery process, which we believe should be covered under their responsibility. We also tried to reach out to the sales representative who handled our purchase, but we have yet to receive any meaningful assistance or follow-up from them. To date, we have not received any resolution, and our attempts to resolve this matter have been met with a lack of response and poor customer service. This experience has been incredibly frustrating, and I am extremely disappointed with the after-sale support from Ashley Furniture. We expect such company to take accountability for damages that occur during delivery and provide proper customer service when issues arise. Edit: Jessica from Ashley reached out to me and provided possible solutions, will update the process. Appreciate Jessica for reaching out attempting a resolution. Edit 2: Rosemary from the company (assuming from the head office) reached out and helped solving the problem. Even though there were a couple hiccups throughout the process, but I very much appreciate the effort and care afterwards. 5 stars for Rosemary, 3 stars for the sale store manager and sale person. I am editing this review from 1 star to 4 stars.