Ashley HomeStore | Kitchener, ON N2C 1X4

Excellent experience and service from beginning to end. Thank you to Michael Pools and the store manager for making this such a positive experience.

We are very happy with our new sofa. Dennis answered all our questions and was very helpful. It was delivered when expected. The 2 delivery men went out of their way to get it thru the front door. A positive experience

Thank you Ashley for your great service very excited...looking forward to seeing the furniture in my home.

I received great customer service by Michael Poole and Zahid as well as support with getting the best deal with the couches I purchased today. I will definitely be back for future purchases and recommend the store to my family and friends.

Horrible customer care and return policies. In store people are friendly, but their friendliness doesn't matter even a bit when you've to deal with their customer care. 6 months to return money, after probably 15 man hours spent on call, 7-8 visits into store. Zero for professionalism and company policies, and internal processes.

My first and last purchase ---- Horrible customer care, refund process. I am deeply disappointed and frustrated with the refund process for a sofa and planters I returned after purchasing them in May 2024. While I eventually received the refund for the sofa after much unnecessary effort through multiple emails and calls, the refund for the planters has been nothing short of a nightmare. After months of chasing your team, I discovered only today that the refund delay was due to internal misalignment and the lack of a manager's approval. To make matters worse, instead of issuing the refund as promised, I was given store credit. This is absolutely horrible. Your mistake, and I am the one who has to suffer for it. Why should a customer have to wait for five months only to receive an unsatisfactory resolution caused entirely by your organizational inefficiencies? Adding to the frustration is the lack of email support forcing me to visit the store and call repeatedly and wait endlessly for someone to answer—only to hear the same vague response: "Oh, the accounts team has not approved it yet." This level of service is appalling. The sheer lack of accountability and respect for my time is infuriating. This issue is not just about the money—it is about trust, professionalism, and basic customer service. If your company makes a promise to issue a refund, it should not take nearly half a year, nor should the burden fall on the customer to ensure it happens. This was my first purchase at their store and it has been the absolute worst. I am thankful for the staff at the store that has helped me in figuring out issues with the order and refund.

I purchased a sectional sofa from Ashley, and it’s been a complete nightmare. The sofa started sinking on one side, and the cushions are also sagging. It’s incredibly uncomfortable, and now my back hurts every time I sit or get up from it. This is not only disappointing but also a safety hazard. To make matters worse, a tech appointment was scheduled for November 21st & it’s a month waiting and was cancelled without a reason. Now, I need to wait until mid December for someone to show up. I was denied an immediate escalation to a supervisor and no sooner appointment offered even though it’s a safety hazard for me. The lack of customer service and accountability is shocking. As a paying customer, I expected a better product and support when things went wrong. It’s been a frustrating experience, and I wouldn’t recommend Ashley to anyone. Store team at fairway only care about making false promises and sell cheap stuff and don’t care about after sales service. On the other hand, Jasmine from Winnipeg in guest care an absolute nightmare to deal with - sounds soulless. Edit: Please have someone call me to setup a firm service date. I am tired of calling that phone no or sending emails. I just can’t believe you’re brushing off the issue by asking me to contact the phone no again.

One star is too much. Dishonest.

Zero star, such a bad service provided by Ashley, I purchased 2 beds from here last year, one of the bed has a problem in middle leg, I raised the complaint in June but its not yet resolved, firstly they ordered wrong items and they told me they will order again and customer care will contact me and no body called me. I am still juggling with their customer care department to get this fixed. I bought the most expensive bed from here, I never expected Ashley will have such a bad service.

We bought our new couch at Ashley and the experience was great. The selection was unique from other furniture stores. Dennis helped us and was very informative but not too pushy in terms of trying to upsell us, and a very nice person! We will definitely be back in the future.