Ashley HomeStore | Woodbridge, ON L4L9C3

I would give a minus rating if that option were available. This has been the worst customer service experience we have ever had. We purchased a Nectar Classic Memory Foam Mattress from this store. When it was delivered, we immediately noticed that it felt much softer than the mattress we had tested in the showroom. After checking the label, we discovered that the mattress delivered was the 5.0 version, not the 5.1 newer version we had selected and purchased. To make matters worse, the showroom mattress we tested was manufactured in November 2025, while the mattress delivered to us was manufactured in September 2025,(August, 2024)(Images attached) making it an older mattress. During multiple phone calls, I clearly requested a newly manufactured mattress with the correct 5.1 version(Image attached) and the same firmness we tested in the store. Despite these repeated requests, they never delivered the correct mattress. We contacted customer service several times and spoke with Fidely, Jessica, Herpreet, and Gary. Each person either told us mattresses were final sale, promised to follow up, or transferred us elsewhere. Multiple promises were made, but no one ever called us back. We even visited the store, where the sales representative, Vinesh, simply told us to contact customer service and walked away. We provided photos of our receipt and the mattress label clearly showing the difference between the 5.1 and 5.0 versions. Customer service acknowledged the model versions were different, yet nothing was resolved. The most frustrating part is that the mattress was replaced three times, and every replacement was still the older 5.0 version instead of the 5.1 version we purchased. We were eventually offered a reselection, but we did not want a different mattress—we simply wanted the exact firmer mattress we had tested and paid for. We also received conflicting explanations. One sales representative even claimed that a twin-size mattress and a queen-size mattress can have different firmness levels, which made no sense and felt like an excuse rather than an honest attempt to resolve the issue. We spent approximately $1,000 on this mattress, and the entire experience has been frustrating from start to finish. The lack of communication, failure to follow up, and unwillingness to provide the correct product show that customer satisfaction is not a priority. I would never recommend purchasing from this store and strongly encourage future customers to verify exactly what they are receiving before accepting delivery.

It was a pleasure working with Afsoon Ghadedi at the Ashley Store in Richmond Hill, Ontario. She made our large purchase seamless and spent the time to go over everything with us and provided us with great prices. We must definitely will work with Afsoon again and Ashley's is lucky to have an employee like her. Thanks again Afsoon.

It was a great experience purchasing at Ashley. The team was very friendly and helpful, and I really appreciated that there was no pressure at all - to me, that’s the most professional approach. They helped me choose the sofa and chair, explained everything in detail, and supported me with every question I had. Thank you 😊

I had an excellent experience at the Ashley Furniture store in Vaughan. From the moment I walked in, the customer service was outstanding. Carlos was incredibly friendly, knowledgeable, and patient, taking the time to answer all of my questions without making me feel pressured. He genuinely cared about helping me find the right furniture for my home and made the entire shopping experience enjoyable and stress-free. His professionalism and attention to detail really stood out. Thank you, Carlos, for your exceptional service. I highly recommend visiting Ashley HomeStore in Vaughan and asking for Carlos!

My confusion about payment plan was addressed successfully and I was able to make my purchase. Thanks team Lorena & her manager