Ashley Homestore | St. Catharines, ON L2N 2E9

Don't buy from here, I will not be giving this store and company anymore of my business! I was all excited to purchase an adjustable base and new mattress. I was set on the temperpedic (which they also push for sales). I distinctly asked about their sleep guarantee and the conversation had between the sales woman was not very direct or clear. I was given the impression that as long as it had a mattress cover on it I would be fine, which I do, I have my own and even bought a new one elsewhere after receiving my mattress. I was not explicitly told that I had to buy one with my purchase from Ashley! After a few weeks on the new bed and then a broken foot injury, turns out I cannot sleep on that thing, I hate it! When called customer service I was told policy policy policy and I couldn't do a one time exchange bc I didn't buy the protector with my order. I proceeded to call the store directly and spoke with the sales woman who also told me the same thing and that I was sure about that mattress, and they can't guarantee I've had a cover on it. To which I pointed out that everyone is sure at first or they wouldn't purchase it, and sleeping on a mattress daily is totally different than testing it out in the store a couple times. I also pointed out that even if I had bought a protector they still cannot guarantee it was on the bed, so there's holes in their "policy ". I even offered to show photographic proof there's a cover on the mattress and my receipt from Amazon. I was also told that an exchange has to be equal or greater value, to which I asked and suggested could I not get a credit for the difference as there's other things in their store I like and may wish to buy at a later date. I was told they'd have to speak to the regional manager. This was over a month ago and noone has gotten back to me! Also what happens if i don't like the second choice? No matter what I may be stuck with something I can't sleep on and not happy with!???? Now my 100 days are up in less than a week! I know what they'll say about that next. Thousands of dollars purchase and a first time customer and my experience is that they don't care about customer satisfaction, repeat business, only about taking your money! I've been the retail customer service industry for a long time and never have I seen or worked for a business that doesn't do something to resolve issues and complaints.

Maha, Was a great help In purchasing my new sofa.

Unparalleled customer service

I purchased an expensive couch from Ashley Homestore and even paid an additional $200 for their white-glove delivery service. The delivery experience was absolutely unacceptable— the drivers were extremely rude, unprofessional, and threw our couch off the Ashley truck into the pouring rain onto our driveway. Then they drove away! They did not reposition our old couch and we had to figure a way to get our new couch up to the 5th floor, and reposition our old couch ourselves. We do have an elevator but I am disabled and cannot help carry a couch! Trying to reach Ashley Homestore afterward has been a nightmare. The moment they have your money, they become impossible to contact. We’ve called the store 4 times to get the delivery charge removed, (and we believe our couch is damaged), we've reached out to the salesman, and left multiple messages, everyone keeps passing the buck. DO NOT purchase from Ashley Furniture. Their customer service is nonexistent, and it’s clear they do not care about their customers once the sale is complete. We will never purchase anything from them again.

Excellent customer service !

Owen provided me with great service today while looking for a dining table. He was attentive, knowledgeable, and not pushy. Even though I didn’t make a purchase this time, I was impressed by the level of service and really enjoyed my visit. I’ll definitely be back when I’m ready for future furniture purchases!

Great service!

The sales team is fantastic at this location. Armando took all the time with us to ensure we had exactly what we were looking for. There was no pressure to buy something we didn’t need. All smiles delivery expected in week.