Ashley Homestore | St. Catharines, ON L2N 2E9

Ok so let me start with this is not exclusive to the St Catharines location, but to Ashley furniture company (Dufresene company) as a service provider. First however I will comment on this location. I went in shopping. Was welcomed, got reasonable service. Signed up for the email list like they want you to do. Soon after I received a confirmation email of my appointment booking based on the furniture I liked. Well I never made an appt? Not sure if the sales person receives a commission or something for emails and confirming appointments, but I never made one?? Shady to say the least. Next I was at another location in Brantford. The sales people were great. Welcoming. Friendly and helpful. They found what I wanted and arranged an order. I was to wait 3 weeks plus but whatever its the furnitre we liked. Upon check out they had "system issues" resulting in me waiting. I was ok with that however as they were decent to deal with. I get system issues. They happen Then when it came to delivery, the Ashley company was good with communication on when to expect my delivery. Even frequent updates through the day. Well now to the delivery. They didnt ship my entire purchase. The delivery driver too was confused. Asked how many pieces I was expecting. I said 2....he was like oh oh. And by the way, its can't be hard to confirm 2 pieces??? So then I am dealing with the customer contact number. No resolution to my issue after a couple hours on the phone. Only excuses and why they can't solve my issue. Eventually I get a supervisor. (Who isn't that high up in the organization). They do the token apology and offer to try solve my problem. Eventually they make a deal they really can't commit to but it was to get me off the phone I am sure. They said I would recieve my missing item 3 days later. I tried to compromise and confirm it was a window I would be available for. (Keep in mind they had 72 hours in advance to plan it). Next day I get my email on delivery....go figure outside the agreed upon window. Shocker. I grew to expect that from a call centre that is not empowered to solve customer issues. Today I spent more hours on the phone trying to arrange delivery in the window I need. A 6 hour window for the record. Not unreasonable considering they are 72 hours or 3 days late with my item?? So when asking customer service staff apparently there was no one higher than the person I dealt with to reach out to. I find that hard to believe. So I researched the ownership group and have now reached out to the CEO. I will see what that response is like. My guess....their assistant or someone MAY reach out, but even that is a stretch based.on what I have experienced with their wsrehouse/call centre. I dont have high hopes. So I canceled my existing outstanding furniture and have asked they come pick up/refund the piece they did deliver. I mean why would I want that when I now have to go elsewhere and purchase something else. The call centre person tried to lie and say there is no return policy. I went on their website. Clearly their is. More lies and terrible service. Anyway....stay away from this company as a whole. Honestly integrity and customer service should be a normal thing to expect. Other than the sales people at the Brantford location I saw none of that, and never got what I paid for. Next let's see how bad the process of a refund will be. My guess is will be back writing another bad review.

I purchased a bed and mattress about a month ago in preparation to moving into a new house. I got a really good deal on some floor model pieces and was initially very happy. The sales rep Heidi was very helpful & kind. I received the mattress and bed May 8th after move in day, and the bedframe was shipped damaged, missing the headboard, and the hardware package was torn with missing hardware. I loved the style of bed, but is discontinued so they cannot ship a new model. The other option was to have a technician come and make repairs to the damaged felt under the bed. I was speaking to the sales reps, who are unable to do anything regarding issues. They are only there to take your money and cannot assist you any further & send you to their help line. I was told to come in on a day where the manager was there, only to find out she was not in and wasted my time. Further wasting my time, I was required to call multiple customer service lines where I had a week of back and forth from multiple parties, explaining the same story over and over, sending pictures etc. Always speaking to a new person each time which caused more confusion. They finally located where the missing headboard went, and is supposed to be shipped by next week. I am told the missing hardware can take up to another 2 - 4 weeks. After I receive this, I am required to call the help line once again, and schedule a technician, which will probably take even more time. This back and fourth has wasted so much of my time, and I am extremely frustrated. By the sounds of it, it will probably be at least another month until I receive a bed. I am in my new house sleeping with a mattress on the floor and I still have to wait another month! Thankfully I am not elderly or do not have any severe back issues. I am told that I will receive compensation, but I will have to call AGAIN after all repairs have been made, not that I even want to give these folks any more business after the hassle I've gone through. I cant believe how much time I've spent to make this right. Completely unacceptable and a waste of time. Unfortunately I will be back after I receive compensation credit. Brutal.

Efficient and friendly service.

Very professional and attentive to my needs and will return. High quality products that are worth it.

Robert is absolutely the best. I came in looking for a love seat and I wanted to think on it, and never once did I feel pressured or dismissed. He was so friendly and chatty, and showed me lots of options within my budget when I brought it up, with zero judgment like I’ve seen from other furniture stores. I felt really heard and validated, and it gave me so much more confidence in making a choice. He spent so much time with me answering all my questions as a new furniture buyer with so much patience and was so easy to talk to. I’ll definitely be coming back to see him when I’ve decided! Thank you so much Robert!

All the staff was very honest , helpful and friendly..couldn’t have asked for anything more then that..thanks to all of you ⭐️

Excellent quality products Wonderful sales person who was very knowledgable and helpful Thank you

I was happy to find the chair I have purchased but was disappointed that it wasn’t in the show room to try before making purchase . Your add said it was in stock at the store on Geneva St in St Cathrine’s and it was not . Your purchase policy says I loose 10% if I get it home and don’t like it . Well this could have been avoided if the chair was on display like it was advertised and then I would know how it feels and wouldn’t have to take a chance that it is to my standard !