Ashley HomeStore | Regina, SK S4V 3B7

I am deeply disappointed with our experience with Ashley Furniture. From product quality to customer service, the experience has been a series of failures. We purchased a couch and loveseat in March 2021. The salesperson we worked with was helpful, and we were hopeful things would go smoothly. We scheduled delivery for the earliest available date and took time off work to be home. On delivery day, we were notified the delivery would be delayed. While inconvenient, we accepted this since we were already home. We had paid for white glove delivery, which included moving our existing furniture within the house. During a call with the delivery team, we agreed to move our old furniture to the basement ourselves to save time and help ensure delivery that day. After we had already done this work, we were informed that the delivery had been cancelled because the driver could no longer complete deliveries and our furniture was being diverted to Saskatoon. We asked to pick it up ourselves and were told that was not allowed. The next delivery date was more than two weeks away, and no accommodation was offered. We were told we would receive a gift card refund for the white glove delivery since we moved the furniture ourselves. That gift card never arrived, and when we followed up in store, there was no record of it. We chose not to pursue it further due to the hassle. About one year after purchase, the couch support system failed. It was repaired under the extended warranty, but the furniture was unusable for over two months while waiting for parts and service. A couple of years later, the loveseat had the same failure and required another warranty repair with a similarly long wait time. Now, with our warranty expiring in March 2026, the couch has failed again in the same way. This time we are being told the issue is not covered and should never have been approved previously, despite it involving the cushion support system. Our furniture has been used normally and not misused. We have asked for documents explaining what is an isn’t covered by the warranty that we purchased showing that this particular issue is excluded and I keep receiving scripted answers that do not answer the question and no documentation showing that this is excluded. Between delayed delivery, unfulfilled refund promises, repeated structural failures, long repair delays, and inconsistent warranty decisions, this has been a very frustrating experience. Based on our experience, the product durability and customer support have not met expectations for furniture at this price point. I cannot recommend Ashley Furniture based on our experience.

We won't receive the furniture until the spring, so I have no comment on the product itself. But top marks to Linda Radke for her help and professionalism in choosing it and placing our order.

Terrible service. Ordered a couch and have been told it’ll be here each week and delivery changes weekly with no confirmation. It’s been 6 weeks of delivery arrangements and still no couch.

Terrible customer service. Spent over an hour with a sales person discussing terms and conditions of a sale. Once we agreed and the item was ordered and paid for, they refused to honor what was agreed upon. Spent the next half hour trying to get me to take the item and not get a full refund. Emailed my salesperson the next day (as she was not at store when she assured me she would be there) and never received a response. Trying to support local stores, but getting more difficult when inventory is as lacking as much as customer service.

NO STARS!!! Boycott Ashley Furniture!!! They are the absolute worst!!! TOTAL NIGHTMARE!! We just wanted a new couch for Christmas and all we have gotten since is lies, broken furniture, run around, more lies, bull crap policies, lies, and just for fun more lies. Here's our customer journey timeline: Nov.30 - we purchase a right and a left chaise lounge that reclines. Merry Christmas to us! Delivery date scheduled for Dec. 16 with promised WHITE GLOVE SERVICE! Dec. 16 - We re-arrange our work schedules for delivery of our new furniture! It will be delivered by 1:15 PM! Then we get a text that the truck is broken at 1:00 PM. No delivery. Rescheduled for Dec. 23 Dec. 23 - We re-arrange our work schedules again to be there for delivery. No delivery. Merry Christmas. Dec. 26 - Went to the Ashley Store in Regina to explain our situation. They said delivery would be Jan.3. Jan.3 - The Truck arrives! Joy! WHITE GLOVE SERVICE IT WAS NOT. They delivered one piece out of the box, one not. The one that was not in a box was completely broken and did not recline. Frame totally warped. Delivery guy said he could not take it back. He also did not inform us that we have 48 hours to make a claim for a refund. We go back to Ashley Store in Regina - they put the blame on us and the delivery guy - saying we accepted it. There was nothing they could do. After MUCH arguing and a phone call with the "manager" who was not onsite... they agreed to send us a new one...at first it was a restocking fee and a pick up fee WE THE CUSTOMER would have to pay. Eventually they said they would send us a replacement chaise on Jan. 10. That night - I HAD A HORRIBLE ALLERGIC REACTION TO THE OFF-GASSING OF THE TOXIC BROKEN FURNITURE! Jan.10 - No new furniture arrives. A Technician does - WITH NO TOOLS OR PARTS to "fix the problem". Technician confirms the frame is warped and it will take 3 weeks to order the part. We go back to Ashley Furniture in Regina. After much discussion - I am put on the phone with the "manager" Anarudh...many customers leave the store as they overhear this conversation. Anarudh promises to exchange the chaise with a new one at no cost to us and no pick up fee. I ask it to be in WRITING - they comply. I have the email. New chaise could come Jan.17 but most likely Jan. 23 Jan. 20 - receive a text that our order is delayed and therefore cancelled. We go to the Ashley Store in Regina demanding a refund. They say a refund is NOT POSSIBLE because we did not ask for a refund within the 48 hour window of it being delivered. NO ONE TOLD US THAT! I called the "Customer Care Line" what I am now calling the Customer Screw Over Line - and after a looooong conversation that no refund was possible. I asked to speak to a supervisor, was told none was available and no one here can give authorize a refund. I asked for a supervisor again. After a lengthy hold...the customer screw over line rep said that Anarudh would call me back within the hour. Guess who did not call me back? Jan. 21 - called the customer screw over line again and they said they do not have the chaise in stock, nor do they know when it will be in stock. Still says the refund is not possible. Still no phone call back from Anarudh... Your move Ashley Furniture...

I had an amazing experience with Kirsten! She made the whole process so easy and was very knowledgeable and personable! She was so patient and helpful, Made me feel comfortable with my decision! Great personality!😊 Thank you for everything!!

We rec’d excellent customer service, Raj Kamesh helped us pick out recliners

It was a very Pleasant experience. Question has been answered Information has been provided. Like the environment of the store.

I’ve been trying to find something positive to say about my experience with Ashley Furniture, but unfortunately it has been very disappointing. I’ve been waiting three weeks for a refund on part of my purchase, and the delivery dates for my remaining items keep getting pushed back. I did speak with someone in customer service once who was helpful, but since then I haven’t been able to reach anyone as new issues come up and my furniture is delayed even further. The lack of communication is extremely frustrating. If someone from the company actually reads this, please contact me.

Reid was great, knew all of the products, and got us a great deal on 3 appliances and a mattress.