Ashley HomeStore | Burlington, ON L7M4M9

Very well delivered our furniture to our house

Experience in store was wonderful! Unfortunately my dresser arrived with a broken leg. Delivery people left the dresser instead of replacing it. The resolution from customer service was to order me a new leg instead of providing a brand new and non-defective dresser. Not sure why anyone would accept purchasing a broken brand new product without any compensation. In essence, take your business elsewhere to a more reputable furniture company.

Very knowledgeable and friendly staff. Good experience.

Heba and Magg were so helpful. It as a please to deal with them.

I had a great experience at Ashley HomeStore. After having several negative experiences at other stores, we went to Ashley to buy a mattress and adjustable frame. Our sales person was Zain. We found Zain to be a very friendly and straightforward person to deal with. They offered us a competitive price (we knew the market by that point) and were very helpful in providing advice. We had a couple of minor issues along the way with our bill but each time, Zain investigated and corrected the issue quickly and to our satisfaction. I think that's the sign of a store that really wants to build a customer base - provide excellent service even when things don't go exactly to plan. Would highly recommend.

Worst customer service. Salespeople misled me about the items which affected my decision to purchase. Make sure that the floor model is not a returned item or check the item’s history and before signing any papers make sure that all the information is correct in the system. Salespeople will be so nice until the deal is done. After that if you have any issue no one will care. I received a damaged sofa and no one gets back to me till now. I’m chasing them since the first day of delivery. The floor model item was used for almost a year and returned back to the store and no one mentioned anything about that. I knew about it by chance from one customer service agent (I don’t know her name) when I was following up with them to send the technician to fix the sofa as I was promised many times. In March 2024 I did my first purchase for 2 new sofas and I informed the salesman there about my apartment’s door dimension and he said it is ok and it wasn’t because their estimation was wrong. So items were returned and I tried to get anything that would fit to my place. Unfortunately, the floor model(returned) items were the only option at that time. It would be 100 times better if I refunded back my money and I’m not stuck in this situation. Customer service people are only repeating the policy of the store for the customers even when I tried to explain the situation.I tried to mention what happened and asked them to review the recorded calls and the pictures I sent on the store link to check what exactly happened and still they ignored everything and repeated the same thing ( we can’t return anything after 48 hours). Ok, so how did they do that with the returned sofas they sold them to me??? They are used for almost a year and returned. I think they tried hard to train me too to accept their policy.I also think they are not professional in solving problems and providing incorrect information according to my experience. This was in Ashley store in Burlington. It was really the first and worst experience for me as a newcomer. Samar in customer service tried hard to defend the company policy which is good for her not for me as a customer and when I asked her to transfer the call to the manager she said the manager and the supervisor are the same . How come ???Now I’m waiting for Jason the supervisor to call me back. I hope he will do that. Ashley customer service team and management YOU CAN’T APPLY THE STORE POLICY ON THE CUSTOMERS AFTER MISLEADING THEM BY YOUR SALESPEOPLE OR NOT PROVIDING CLEAR INFORMATION ABOUT THE ITEMS. I SUGGEST YOU TO TAKE AN ACTION AND AVOID THIS SITUATION FOR THE FUTURE WITH OTHER CUSTOMERS , BY PRINTING A PAPER AND GIVING IT TO THE CUSTOMER TO SIGN IT TO MAKE SURE THAT IT IS INFORMATIVE AND CLEAR FOR THEM BEFORE MAKING ANY DECISION. I believe that I did my part as a customer with a proof in your system.

Immediate welcome from Al, gave us lots of time to browse and very helpful. Very friendly, really felt welcomed.

Very pleasant experience with our sales rep Arjund: he was patient, knowledgeable, good communicator...not at all pushy.

Heba was knowledgeable, helpful, and extremely personable, The best sales rep ever! The Manager, Magd was also very efficient and helpful. Delivery was fast and efficient… very pleased with the service.