Ashley HomeStore

Alicia C 

on BBB

3 months ago

Ashley Customer service line is terrible! They do not understand how to quickly solve an issue. I bought a bed and nightstands and the bed was defective. The sideboard didn’t click into the foot board and the footboard needed to be replaced. Everytime we called, they didn’t seem to understand our request to simply have a new footboard delivered. They wanted to send out a technician, then decide how to fix the issue all while I didn’t have a bed to sleep in. The whole process would have taken 2-3 weeks. We had to go to the As... read more

Cynthia N 

on BBB

4 months ago

Extremely disappointed with Ashley HomeStore’s handling of a warranty claim and billing error. In December 2023, I purchased furniture worth about $****** from the Ashley HomeStore ** ** ******** **** *** ********In September 2025, I made a claim for one damaged bed. I was told the bed could not be repaired or replaced with the same model, so customer service instructed me to go into the store and select another queen-size bed. At the store, I was clearly told my claim value was approximately $*****, and I selected a bed wit... read more

Parul N 

on BBB

5 months ago

I’m extremely disappointed with the customer service and warranty process for my mattress. A coil is protruding from inside the mattress, which is a serious safety hazard—especially with kids at home. I have submitted photos and evidence multiple times and spoken with several representatives, yet the claim keeps getting denied with the explanation that they “cannot see any warrantable issue,” even though the coil is clearly visible in the pictures. I’ve followed every instruction, uploaded all requested photos repeatedly, an... read more

Lynette A 

on BBB

6 months ago

On Sept 25/25 our power-reclining sofa that we purchased from Ashley was delivered damaged. After several phone calls, photos and videos a technician was finally sent out on Oct 17. The technician determined that the recliner mechanism was bent and ordered a part. On Oct 31 a new technician was sent only to discover that the wrong part had been sent. A this point I called customer service and demanded to speak to a manager. She was unsure if parts could even be ordered to fix this issue and that she would have to call the di... read more

Maryam M 

on BBB

8 months ago

We purchased our furniture set back in August 2025. It’s been only a month that we’ve had our new furnitures but they already look like we’ve had them for years despite the fact that we have no kids or pets. The quality is so poor that second hand furniture shops are superior comparing to these. I called the store two weeks after receiving them to see if possible to exchange them for another set. I also offered to pay for re-stocking fees but they said they can’t do anything about it. * ***** ********* ****** ********* *****... read more

Donna H 

on BBB

8 months ago

Purchased a leather sofa. It came damaged. They sent out 3 more all damaged. Now they say they wont send anymore even though they have proper ones available. They claim the damage is WITHIN STANDARDS ! The guy at guest care JASON is rude *** *********I asked where we should sit when they take this sofa back since we are seniors and have a very limited small home. His reply was NOT MY PROBLEM ! The guys at the store are fantastic and have tried everyting to fix this problem *** *** ***** ******* ** *** ********* ** ********* ... read more

Jeff C 

on BBB

9 months ago

We purchased two leather recliners on July 19th 2025 and they were supposed to be shipped to our location in Winnipeg. It is now August 23rd and still no word of an expected eta . Just excuses and cancelled delivery dates . We tried numerous times and spoke to customer care with no one knowing anything. Missasauga to Winnipeg is not 35 days away . Totally not acceptable. 

Archie L 

on BBB

9 months ago

I purchased a wooden dining table set from Ashley Furniture, delivered on July 5, 2025. On the same day of delivery, I noticed that the table had visible scratches and immediately reported the issue to Ashley’s customer service team. Instead of offering a proper resolution, Ashley only offered to send someone to “re-touch” the furniture. However, the only available repair appointment was on a Thursday, which does not work with my schedule due to work commitments. When I requested a refund, Ashley refused, claiming I had exce... read more

Kelly D 

on BBB

9 months ago

Purchased a lift recliner June 21.(paid extra for the White Glove Service), for my elderly mother, who lives in a care home. Was told delivery would be July 6. Hadn't heard any confirmation for delivery, and was then told delivery is now July 20. Upsetting, because my mom was without a chair this whole time. Was then informed that delivery would be July 26. It's impossible to get to talk to someone in the store, because when I call the customer service line, it gets sent to a call centre, and there is no customer service ema... read more