Ashley Furniture Homestore

We had a big order with Ashley (South Edmonton Common Location) that included Sofa, Chester, Dresser and other items and it was a material amount for a retail customer.
Here are the reasons for the 2 stars:

1-There were delivery delays: Sales Order was dated 16th July, 2023. The first tranche was delivered in 4-5 days time approximately but the second tranche took forever to deliver (finally was delivered after escalation to the highest level) and there was ongoing confusion. Finally the second tranche was fully delivered on 12th August, 2023.

2-We had requested display items should not be delivered. In the second tranche Ashley delivered pre-assembled Chester/Dresser and so there was no way to confirm they were brand new pieces except verbal assurance. Per the response from Ashley Customer Service "When you get a white glove service some of the items , specifically the items that are going to take hours to build in customers house are built a day prior in the warehouse and wrapped in the blanket as the drive team have the limited time in their day to complete all the stops in their day". We should have been explained this process better.

3-After we did the initial deal we realized a couple of items seemed bigger and this portion was undelivered; Ashley referred me to their 48 hour cancellation policy and were asked to pay re-stocking fee if I proceed with cancellation. I would have appreciated some flexibility since you took a month to deliver. Since we did not want to pay the cost so we were forced to take the delivery.

4-While dealing with various teams there was a complete lack of empathy and the resolution offered was completely one sided and there was no flexibility.

This is my second major purchases with Ashley and our first experience was far better.
I would probably think ten times before purchasing from Ashley unless there is no option available in the market.
Thank you.
Nick Ajmera