Ashley HomeStore | Burlington, ON L7M4M9

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.

Good delivery. No Problems and the Boy were very courteous.

Great Service from start to finish, including delivery and set up. Very happy.

Terrible, the rep gave me the wrong price for the product, then delivered the wrong product, I sent it back, the rep phones me and asked me to hang tight, he will try and work something out, he then cancelled my entire order the next day without telling me, leaving me expecting furniture that was never coming. This left me without furniture I needed to host company over Christmas . To top it all off, he cancelled my order without refunding my deposit. This was at the Burlington store. I have never seen a simple transaction so poorly executed.

We were very happy with our experience. The sales guys didn't pester us, they informed us of the special offers then let us browse in peace. We found a living room set that we are really happy with and the deals made it even better! We will definitely go back for further purchases. The selection is lovely with so many beautiful items to choose from.

Me and my husband had a great experience today at Ashley Furniture. They offered the sectional we were looking for and the sale representative provided excellent customer service. Thank you Al! Delivery feedback - 4/5 The team of delivery workers were helpful; the sectional did not fit down the stairs as originally planned. We did keep the sectional and moved furniture around to accommodate; however, 2 things I will share as part of this review. It is winter and I had to ask them to bring in blankets and remove shoes. This should be automatic - or bring shoe covers. Secondly, whilst in my home the team spoke to each other in their foreign language which I understand everyone has their "first" language; however, English is my first language and to understand what is being discussed is part of the transaction. It is also important when 3 strong men are in my home I feel safe. When speaking another language I have no understanding of what is being discussed amongst them. To improve interactions with other customers these items should be addressed. Regards