Ashley HomeStore | Woodbridge, ON L4L9C3

Good experience

$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.

Very polite and knowledgeable staff.

The sales associate Frank was wonderful! Very helpful and knowledgeable, giving us the space we needed to explore our options but always ready to answer our questions. A very positive experience.

Excellent very helpful

If you’re a teen in here trying to browse the furnitures, they’ll kick you out. They only allow adults in here which is weird. As me and my cousin left, the entire staff team gave us dirty looks. IKEA would’ve never done that to their customers and I prefer IKEA and their products anyway. They would’ve been so nice and helpful.

Very attentive yet not pushy. Allowed us to browse at our own leisure. No pressure yet were extremely helpful