Ashley HomeStore | Scarborough, ON M1P 5B7

They are the absolute worst!!! Their customer service is the worst I have ever experienced. They are rude, unhelpful and follow the script that may as well be designed to con customers. This is how it all started. We ordered a dining table set and a couch with ottoman from Ashley. First the chairs for the dining table delivered were wrong. We had to go to the store and ask them to change it, which they did. However there was one more problem. The ottoman we ordered was completely wrinkled. We complained on the first day when we complained about the chairs but they refused to change that. Instead they sent a technician 2-3 weeks later at our place to fix it. Right in front of me, the technician filled the ottoman with some kind of filling to puff up the cloth and remove the wrinkle. Horrible decision. He made it worse. Now the ottoman made some sound and has an arch which is much higher than the couch. Not only can I put my feet on it but not a single thing since it would just slide down. However the technician wrote in his report that it is not manufacture quality. So we called again. After an hour of trying to explain our problem they decided to send in a new technician. The new tech guy comes after 2-3 more weeks, looks at it and says what the FIRST TECH GUY did was WRONG. So he did his thing which made it even worse. Now it not only had the arch but it was hard. If you put your feet on it, it hurts. The arch was bigger. Guess what, he wrote in his report it is manufacturer quality. LOL!! So we called again. After 2-3 hours of constant back and forth this time, the MASTER TECHNICIAN saw it and said yes, it is faulty and it needs to be brought into the warehouse to be fixed. Contradicting the previous tech guys, obviously. So we sent it. A new part has to be ordered. Two weeks after we sent it, we received a package with a new top cloth in it. They by mistake sent it to us instead of the warehouse. Exactly what we said in the beginning. The stitch of the cloth is wrong, NOTHING ELSE. However after a month they send the ottoman back. Guess what, it is the worst it has been. This time they have filled it in with a lot of paddings, making it rock solid. You cannot put your feet on it. You cannot put anything else on it due to the slant. At this point we just wanted it to go back to the way it was in the beginning because at least the functionality was okay. Now it is higher than the couch, making my back hurt, the material inside is hard, the arch is bigger. Everything is bad. To your surprise, after three months of this we called again. Guess what , it is apparently manufacture standard and they cannot do anything. So they tell me if the height is among 1 inch of discrepancy from the height mentioned on the website it has to do. So I measured and showed them, website says 19 inch, the edge height of mine is a little more than 21 inch with the paddings added above the seam. The arch in the middle is a little more than 23 inch. Like I said I knew it was wrong. But even after that they refuse to help. It has been 3 months we are at it. They cannot say we will get back to you and keep getting back to us a week later. They are not only taking into account our concerns, they disregard us completely since their sale is done. We ordered $5000 worth of furniture that day and they would do this for $500 ottoman. The customer service agents a rude and follow a script, including their supervisor. They said they would let us know after I had a 1.5 hour long phone call with them yesterday. More than 24 hours, no word from them. IT IS A CON JOB. Our last choice would be to throw away this ottoman since it is now just a waste of space in our house. If anyone is looking to buy from Ashley, PLEASE DON'T!!! Leons and Structube will give you a much better service and will not give you such faulty products. I am absolutely disappointed and have no more energy to fight them after doing this for 3 months. They have all the money to co

Terrible delivery service. Do not use if you need anything taken away. They promise to do it at the store but you have to fight the delivery guys to get it done. They don’t do a good job installing too.

Product was delivered to the outside of the house (other companies deliver into the house). We would have paid the extra fee had we known, but nobody told us delivery did not include brining it into the house. The product came wrapped and we kept it in the original wrapping as we were doing some drywall repair/painting. I took off the original wrapping 4 days later and found three tears. I e-mailed the next day, never heard anything back. Two days later sent an online complaint, got an e-mail saying, "too bad you reported the damage in 4 days but you only have two days to report". I called customer service and the store manager. They were not willing to repair (wanted us to pay $300 for materials to repair the brand new sofa we bought from them), not willing to replace or even offer a discount. The material (supposed to be a leather sofa) is thin and such poor quality at the area or the tear. When I was appalled by the poor customer service and that we payed a lot of money for damaged furniture and they took no responsibility, I wanted to cancel the rest of the furniture that we didn't get yet but they told us they would charge a 10 % restocking fee. I have never had such bad customer service before. I will never purchase form this company again.

Wow customer service here is the worst no one will help you ! They just walk right past you like your not even there. Finally had a guy named Mark take the time after half hour trying to find just a price. Order product said it would be ready next day . They would have it at the front waiting. When I arrived was greeted by Aj. Was the worst customer service ever. Said I needed to pay again for my product or else he will not get it from the back. Waiting after another half hour to realize my stuff was not packed so I had to wait for them to package it which they told me they couldn’t do the day before. Worst customer service ever! Don’t think I will be back to this location again.

My mom and I went in yesterday to look at couches and ended up working with an incredible Sales Professional. Donghui was absolutely lovely!!! So knowledgeable, professional and helped us immensely. I told her exactly what I was looking for (a good couch for a bad back and hip) and she took us to the correct items immediately. She was quick to answer all our questions and so friendly and patient. We even had so many laughs along the way while sitting on the couch, which also made the experience fun. It felt like we were at home. Not even half an hour later, she was ringing up the sale...and it was the first couch she took us too. She is amazing and anytime I need furniture now, I will be looking for her. Also, the store is GORGEOUS and your products are just out of this world...along with your Black Friday sales. Thank you again Donghui for such a great experience!!

Excellent experience! Been using them for a few years now, friendly staff and fast service. Special thanks to the salesperson Mr. Hany; he was very helpful and patient with all our questions and inquiries and helped us a lot 🤗

Great collection and great price.

Great customer service