Ashley HomeStore | Scarborough, ON M1P 5B7

Aisha was a gift, my parents are updating their home and decided to splurge on new furniture and she was so incredibly helpful! We ended up with a sectional, formal dining set and recliner for an amazing price! Cannot stress how great and easy shopping at Ashley was especially when they gave us a great discount which meant we were well-below budget.

$3,000 Mattress, Months of Severe Back Pain, and Absolutely Appalling Customer Service I genuinely cannot remember the last time I was this disappointed and disgusted by a company's complete lack of accountability and customer care. In December 2025, my wife and I purchased a mattress from Ashley for approximately $3,000 while furnishing our new home. We trusted that spending this kind of money with a well-known furniture retailer would mean investing in quality, comfort, and peace of mind. Instead, what followed was months of absolute misery. My wife began experiencing excruciating, persistent back pain that significantly affected her quality of life. We spent months trying to identify the cause, including medical investigations, only to eventually discover that the mattress we had purchased was the source of her suffering. When I contacted Ashley, I wasn't asking for a refund, compensation, or special treatment. I simply requested an exchange for a different mattress and explicitly offered to pay ANY price difference. After everything my wife had endured, I thought this was an incredibly reasonable request. Apparently, even that was too much to ask. For the past MONTH, I have been passed from one representative to another, endured ridiculous waiting times, repeatedly explained the same distressing situation, and encountered nothing but deflection, empty responses, and an astonishing lack of ownership. Not one person has demonstrated any meaningful accountability or genuine willingness to resolve this issue. What frustrates me most isn't even the $3,000. It's that my wife's health and well-being have been seriously affected, and a company of Ashley's size cannot seem to muster the basic decency to take our concerns seriously and work toward a reasonable solution. A customer who spends thousands of dollars should not have to beg for assistance, chase representatives for a month, or repeatedly explain how a product has affected their family's life. Ashley was more than willing to take our money. But when we needed them to stand behind what they sold us, accountability was nowhere to be found. To Ashley's management: Is this genuinely the level of customer service and responsibility your company considers acceptable? Does customer satisfaction stop the moment the payment goes through? I am profoundly disappointed by both the product and the way this situation has been handled. I would strongly caution anyone considering purchasing an expensive mattress from Ashley to think twice. A premium price tag clearly does not guarantee a premium product, and based on my experience, it certainly does not guarantee that the company will stand behind its customers when something goes wrong. An absolutely unacceptable experience.

We went there just to look around for living room and dining room furniture and were not disappointed.; Dam, our salesman was very helpful and professional. We ended up finding what we wanted and loved the experience, will definitely go back. Thank you!

Excellent experience. Would recommend to anyone.

Very good service! So kind and helpful! We will definitely be back! We love our couch!

We had great customer service in the store. Delivery of the couches was seamless. Would definitely recommend Ashley Furniture.

I was walking around looking for a sofa. Aysha came to me and I told her what I was looking for. She took me to the one I fell in love with. Aysha understood what I wanted, she definitely was not pushy, actually, she was very comfortable to be with. She was a pleasure to deal with 👍 I am very much looking forward to receiving my sofa. Thank you Jocelyne

The saleslady, Aysha Alvie, is very friendly, helpful and informative. Her approach helps us make quick decision to purchase the dining set.

UPDATE: Connected with Rose who responded to this review. While it was frustrating trying to book a call with her we were able to arrange a call after a couple weeks. Honestly I was impressed with how she handled the call and how she took the situation seriously and looked to improve my experience and overall service the Ashley’s team provides. She noted she would talk to her manager and get back to me the following week. It’s now been over a month no call and no retuning my texts. I’m beyond frustrated and disappointed in the customer service. Waiting over 2 months just to receive a mattress is completely unacceptable. We purchased it in-store and clearly stated we would pick it up, yet we were incorrectly charged a delivery fee. On pickup day, after arriving at the Mississauga warehouse we were then told the mattress wasn’t available, and it wasn’t delivered until weeks later. Getting the incorrect delivery charge refunded took multiple calls, with constant misinformation and almost no ability to speak to a supervisor. I’m still waiting on a callback requested over a month ago. Terrible customer service, communication, and accountability. We will never purchase from Ashley Furniture again.