Ashley HomeStore | Kitchener, ON N2C 1X4

Guess walking in wearing a hoodie meant I was not worth assisting. Went in ready to buy a new couch, and was ignored by many staff, including the ones I made direct eye contact with. Guess I'll take my business elsewhere.

Excellent service from Mae. She was so helpful and made buying a breeze!

Excellent service , very happy :)

Great service at the store. Thank You

Dennis was friendly and very knowledgeable on the product and options.

Update: Following my original review I was contacted by the company (not the store) and offered a decent apology as well as a credit should I choose to use it. I still think it’s despicable that it took a public shaming to get a response from them, but at least they seem to have things together at a regional level. I still won’t be returning to the Kitchener store but I would consider going to a different location now. I was specifically asked after being contacted to reconsider my review and while I won’t change anything I wrote in the original review I have added this update and changed the rating from one star to two. If I do make it to another store I will consider a further update. I have also only received a partial refund (one of the two charges I paid) to date. Proceed with caution - - - My experience with Ashley actually started out really well. I found a sectional I liked, it was a fair price and the sales person I was dealing with seemed great. I asked if it was possible to get the sectional with a chaise on both ends rather than just one. He said sure no problem. We worked out the added cost, it was still fair, and I proceeded to move forward with the purchase. Here's where it goes wrong. I wasn't shown any paperwork in the store - I should have asked to see it before I paid and I did not. That's on me. After leaving the store I was looking at the invoice and it seemed as if something had been missed. I had a left chaise, a right chaise, and two armless loveseats. So what's connecting the corner of the sectional I wondered. I figured he just missed the corner wedge piece when he rang it in. So I called the store to make sure this was corrected only to find out there was no corner. The man sold me two half sectionals with no possible way to connect them. Who in their right mind would do that? What am I going to do with two partial sectionals that drop off to an empty corner? Anything for a sale I guess. Commission employees with no ethics is what you get when shopping at Ashley furniture. Thank goodness I noticed this before it was delivered. So I asked to be refunded right away and they agreed, but here was are a week later and I have still not received the refund. I have also not received a decent apology or had anyone make any attempt at reaching out to me to rectify the situation. It's been kind of an "oh well" response from management when I spoke to them. No attempts to help find another product, no offers of additional assistance to retain my business, nothing. Truly horrific customer service, I am so floored by it. I think it's pretty clear that if I ever do get my money back from them I'll be shopping elsewhere now.

I’ve spent over $10,000 on furniture from Ashley and had a generally good experience—until recently. I ordered a coffee table and a side table, and on two separate occasions, I was told the items were ready for pickup. However, when I arrived at the Kitchener location to collect them, I was informed only then that the marble tops had been broken during delivery. This kind of delay and lack of proactive communication is extremely frustrating. It’s unacceptable to notify customers of damaged goods only after they’ve made the effort to come in. A simple call or update before my visit would have saved time and avoided the inconvenience. After being a loyal customer, this experience has really impacted my trust in the service quality. I hope the store takes steps to improve communication and handling for future orders.

Michael was great. Helped me find the perfect couch for my space.