Ashley HomeStore | Barrie, ON L4N 6P3

Ryan was professional, informative and considerate.

Absolutely Horrible Delivery Experience The delivery of our new couch was an absolute nightmare from start to finish. Yes, I live in a basement apartment. Yes, getting a large couch into the apartment is more complicated than a quick, easy delivery. That is exactly why I paid Ashley Furniture for professional delivery. I understand that my delivery may require more time and effort, but I don't expect the delivery crew to treat that as an inconvenience. They started with complaints about the cars outside, then complained about how heavy the new couch was, followed by concerns about moving the old couch because of allergies. While I was waiting for a call back from Customer Care, the drivers pressured me to decide whether they should leave the new couch or take it back because they had other deliveries to get to. I was literally left crying in my living room trying to figure out what I was supposed to do on my own. I ultimately had to arrange and pay for 1-800-GOT-JUNK to remove my old couch because the delivery crew would not move it. Ashley is refunding the delivery charge, which I appreciate, but that doesn't change the fact that the service I paid for was not provided. The delivery crew also left my exterior doors open when they left. I have cats. Leaving exterior doors open in someone's home is an unacceptable safety issue. My pets could have gotten outside. I completely understand that a basement apartment isn't the easiest delivery, but Ashleys knew what I was purchasing, where it was being delivered, and that I was paying for professional delivery. The additional time and effort required should have been part of providing that service, NOT something I was made to feel guilty about. What should have been an exciting purchase turned into complaints, pressure, additional expense, and me being left to solve their problem myself. UPDATE: Unfortunately, the problems haven't ended with the delivery. After finally getting the couch set up myself at approximately 8 PM, I discovered that neither reclining function works. Both controls illuminate and the couch has power, but neither side will recline. I reported the issue immediately. I do want to acknowledge that my sales representative, Robert, has been wonderful throughout this entire ordeal. He has been responsive, helpful, and genuinely concerned about getting these issues resolved. I have absolutely no complaints about Robert or the sales side of my experience. Unfortunately, my experience with Customer Care this morning was another disappointment. I called to report the reclining issue, and when I became frustrated and repeatedly asked to speak with a supervisor, the representative hung up on me while I was still requesting an escalation. I called back and thankfully reached another representative who was helpful and connected me with a supervisor. At this point, what was supposed to be an exciting new couch purchase has resulted in losing an entire day of work instead of the half day I had planned, paying another company to remove my old couch, having my home partially unusable for hours while the new couch sat in pieces in my kitchen, and now having a brand-new couch that requires a service claim because the reclining functions don't work. The delivery fee refund is appreciated, but after everything that has happened, I believe Ashley Furniture needs to do considerably more to make this experience right.

Ryan was extremely helpful in our decision making process and very efficient in his explanation and description of the product we final decided to purchase.

Walked in, Chris Rachiero, asked what we were looking for, listened, only showed what we were interested in. Let us browse, on our own, letting us know he was there to help. Sat in one I loved, asked if it was in stock and bought it. Thanks for your help Chris.

I was told about this park place location due to Patricia one of the sales reps. I came in on Saturday and she wasn’t working. I purchased a coffee table and two side tables by one of the male sales reps. Then was thinking about purchasing a couch but then had other errands to attend to, then further came in on Monday walked in all the sales reps were no where around, and then I recognize Patricia from our previous interaction and asked her to help me purchase a couch for my new living space and she made the entire process very easy she knew every detail about the product and answered all of my questions. I will definitely be back because of her to finish decorating my new living space.

Chris and Ryan helped us. They were terrific. One suggestion: we were buying lamps that allowed 3-way lights. You had the lamp we wanted but we had to go to Rona to buy a 3-way bulb to ensure it would work. It would be nice if you kept one at the front desk just for customers to try.

I originally gave Ashley a one-star review. Ashley contacted me almost immediately and asked me to reconsider my rating while they worked to resolve the problem. I did. I wish I hadn’t. Our sectional developed severe and recurring fabric pilling. Ashley’s parts department later confirmed that replacement parts could not be ordered. We were offered a full-value reselection of $3,766.33 plus tax. During that process, Rose from Ashley specifically asked me — more than once — to increase my Google rating to at least two or three stars while she worked on the resolution. I changed the review in good faith. We then spent months trying to find another Ashley sectional. We made repeated trips to the Barrie store, worked closely with Robert in sales, looked at numerous models and waited for new inventory to arrive. Robert genuinely tried to help us, and I have no criticism of his efforts. During those discussions, Robert also told us that our particular model had been discontinued following continued complaints and that the fabric was no longer being offered because other customers were experiencing similar problems. That conversation was verbal, but Ashley separately confirmed in writing that replacement parts could not be obtained. Eventually, after we could not find a suitable replacement, I advised Rose that we would have to accept the refund she had offered. Her written response was: “I will have a return entered for you tomorrow and will contact you to make arrangements.” From that point forward, I repeatedly referred to the resolution as a full refund and pickup — to Rose, to Robert, and to both of them together. On July 30 I told Robert: “I have asked Rose to process the full refund for our sofa and schedule a pick up.” His response: “I will relay the message over to Rose and she will get it all setup for you.” On July 31 I messaged Rose and Robert together asking that “the refund be processed asap.” On August 5 I again asked both of them for an ETA on “pickup and refund.” No one corrected me. Ashley then proceeded to arrange pickup of the sectional. Only afterward did Rose advise that the refund had not been approved after all and that the $3,766.33 would instead remain as store credit. By that point we had already purchased another sofa elsewhere, relying on the understanding that this one was being returned and refunded. What followed was even more disappointing: repeated unanswered messages, missed promised calls, and me chasing the same representative who had contacted me so quickly when my original one-star review appeared. That contrast is difficult to ignore. I am not claiming to know what authority Rose had internally or what approvals Ashley required behind the scenes. What I do know is that Ashley representatives allowed us to proceed for weeks on the clearly stated understanding that this sectional would be picked up and refunded — and only later changed the resolution to store credit. The product problem was frustrating. The way the resolution was handled was worse. And being repeatedly asked to improve a public Google rating while the complaint was still unresolved leaves an especially bad impression. Everything described above is supported by preserved text messages with Ashley representatives. I regret changing my original review before the issue was actually resolved. And today, I still have no evidence of a store credit, let alone the promised refund. And no one has responded to me in a week. 🤯