Ashley HomeStore | London, ON N6L1A9

It so nice

Great staff and very helpful. They helped us find a new bedroom set that was perfect for us.

Great service and always good to deal with

Found a nice table for a reasonable price, but they carry no stock on-site, thus had to order it and pay for delivery. Their delivery chatbot "Jenny" spams you with repeated texts (7, not including the actual appointment setup) from multiple phone numbers, plus emails (4, not including the receipt) from "packageai.co" confirming your appointment. Then the day before delivery, sends me a "confirmation" that my delivery has been removed from their schedule! "Have a great day!" is the only information provided. I call in and get an option (via voice chatbot again) to reschedule a delivery in a few days. I opt to speak to an actual human instead, who explains that the furniture isn't even available until several days after the bot was going to reschedule me, so I would have had another surprise cancellation. She scheduled me for a delivery (in another 9 days now), but had to put me on hold as apparently she thought she would have to reach out to tech support as it wasn't working (although I don't think I was on hold long enough for that to actually happen, at least). This is a terrible experience. Not just the lack of inventory and delivery system integration, but the mere fact that you get spammed and need to "converse" with chatbot "Jenny" to schedule a delivery. In comparison, I also ordered a couch and chairs from Structube. While they also don't have any stock on-hand, A local person phoned me to schedule delivery. I won't be returning to Ashley in the future, period. I now have a few days to see if I want to find a table elsewhere, and cancel the order.

Had a very pleasant experience with Ahmed. Made selecting the right furniture seamless.

We had a great experience at Ashley Furniture! We recently purchased a reclining couch, and the staff were very friendly, patient, and accommodating throughout the process. They made our shopping experience easy and enjoyable. We’re very happy with our purchase and highly recommend Ashley Furniture!

Extremely disappointing product condition and customer service I am extremely disappointed with both the condition of the product I received and the way Ashley handled my complaint. I purchased an expensive floor-model bed that was sold “as is.” I understood that a floor model might have visible signs of use. However, after the bed was delivered, I discovered numerous suspicious dark spots on parts of the bed frame. These affected areas had been completely covered by the box spring and mattress while the bed was displayed in the store. Therefore, there was no reasonable way for me to see or inspect them before purchasing the bed. The condition was also not disclosed to me before the sale. I contacted Ashley because I wanted to know what the spots were and whether it was safe to place my new mattress on the bed and use it. My mattress and all the necessary accessories had already arrived, but I could not complete the setup because of this concern. Ashley initially accepted the claim, approved replacement parts, and scheduled the replacement for September 2, more than a month away. I declined that date because it did not address the immediate problem. I explained that I could not reasonably use the bed for more than a month unless Ashley first confirmed that the affected parts were safe. Ashley representatives told us that we could use the bed temporarily, but no one was willing or able to confirm what the spots were, whether they were mould, or whether the product was safe to use. We therefore asked for a technician to review the issue. My son spent a significant amount of time dealing with the live-chat service because my English is limited. He was repeatedly transferred between representatives and departments. At one point, he waited for almost an hour after being told that a technician would join the chat, but no technician properly assessed the product. Instead, multiple representatives simply stated that mould was not covered under the warranty and told us to clean the affected areas ourselves. This response was both inadequate and inconsistent. Ashley had never inspected the product or established that the spots were mould. Yet representatives assumed that they were mould and relied on that assumption to deny responsibility. We followed their instruction and attempted to clean the spots, but they did not come off. Even after we reported this, we were transferred again and still received no proper inspection, safety confirmation, or reasonable solution. There is also a clear contradiction in Ashley’s position. If Ashley believed that the condition was not covered at all, why were replacement parts approved and scheduled for September 2 in the first place? Ashley cannot approve replacement parts for the affected components and then later avoid answering the safety question by simply stating that mould is not covered. This is not a claim about mould developing after purchase. It is a complaint about the undisclosed condition of the product at the time it was sold and delivered. The affected areas were hidden from view in the store and could not reasonably have been inspected before purchase. I understand that replacement parts may not be immediately available. However, Ashley should have taken responsibility for proposing a reasonable interim solution. Instead, all the delay, inconvenience, uncertainty, and loss of use were placed on the customer. No one took ownership of the case. No one confirmed whether the bed was safe. No technician properly inspected the issue. Representatives repeatedly transferred us, gave generic answers, and eventually told us to clean the spots ourselves even though the cleaning attempt was unsuccessful. Based on the condition of the product and the extremely poor handling of this complaint, I cannot recommend Ashley. A company selling expensive furniture should provide much better quality control, communication, accountability, and customer service.

I had a wonderful experience today at Ashley’s. Syeda was professional and very knowledgeable. She was attentive but more importantly gave me time consider my purchase on my own. I am delighted with the sofa I purchased and Syeda checked on an upcoming sale allowed me the sale price.

Had a great experience here

Everything was great , product , price, delivery