Ashley Furniture Homestore

Extremely disappointment with our brand new bed frame because it makes terrible metallic squeaking sounds every time it is used. There is clearly a design flaw as the bed does not have wooden slats and instead just has 3 very thin metallic slats. I had also bought a matching dresser with the bed and now I am stuck with both.
Equally disappointed in the customer service as they simply said "noise is not covered under warranty". I paid for the brand quality, I trusted in the Ashley brand name and I have totally been let down. And the brand doesn't even want to take any action on such a big design flaw.
I don't understand how such a design can pass quality testing. The loud metallic squeaking occurs every time I sit on the bed, move even an inch on it, and get up from it. Basically I am not able to use the bed.

The Journey with Ashley Homestore can be summed up in this one email (rest of story below):

"Hello,

I am writing in regards to a poor customer experience that I wish to voice.

At this point of the delivery process, I am wildly disappointed and saddened with the customer service I have experienced with Ashley at this time.

I had placed an order to be delivered on Nov 4th, 2021 which was a partial delivery. This is fine as I was informed by the sales team that my chest would arrive on a separate date however all my other items would arrive on Nov 4th. This delivery occurred on Nov 4th, 2021. However, there was significant damage to the headboard which was brought to my attention by the delivery driver. I am thankful to him as the product was in completely unacceptable condition. Please see the photos below:

image.png
image.png
image.png

I was very appreciative of the driver giving me the heads up on this issue and he recommended that he take it back to be reviewed, which I wholeheartedly agreed with.

During this time I was told by customer service that I would have to wait until a technician was to review the damage and get back to me. This angered me as a customer. Why should I have to wait on Ashley to assess and 'repair' the damage? This policy is completely appalling. If this headboard is broken it should be replaced not 'filled' with wood?

In addition to this, a second delivery with the 5 drawer chest was scheduled for yesterday, Nov 8th, 2021. This delivery arrived and the driver of this delivery alerted me to damage to the headboard. I was not expecting to see the headboard with the exact same damage in the same location with no repairs having been made? In fact this time it looked somehow more damaged? Please see the photos below:

image.png

At this point, I attempted to speak with customer service over the phone. Most of the representatives are polite and I do not wish to disparage their efforts to assist me. Unfortunately, knowing their role, they are unable to assist me on the level I require. I requested an escalation to a manager. The ticket was placed at 2:52 PST and at this time there has been no call back by a manager. I find this sort of behaviour unacceptable for a company I had spent almost $3000 on. My wife is pregnant and is sleeping on a mattress on a box on the floor. It is abhorrent, that I can not reach a single manager on the phone. It is unfortunate that I have the same furniture piece delivered to me twice with obviously no repairs being made (not that repairing this would be appropriate in the first place). I have taken multiple days off work to accept these deliveries.

I would like to speak to someone regarding this promptly.

Regards,

xxxxxx"

**NO RESPONSE BY ASHLEY**

Short version: Scheduled delivery for a bedroom set, arrived with a partial set, and the headboard was broken. Ashley told me that they will send a repaired version. Was not repaired. Rejected second delivery. Now anyone who can help me is unreachable.

No way to speak with someone in charge or to demand reparations. Abysmal customer service will place you on hold for hours at a time until the call 'drops'. The manager "left a voicemail today" that I never received. Furniture quality seems fine but be prepared for your furniture to arrive in whatever condition it may.

Shoutout to the honest delivery drivers for actually looking at what they were delivering and making a good recommendation to refuse.

They don't deliver on their promised due date (expect at least 6 months to get delivery). Poor customer service where no one returns your call! You're locked into the purchase the minute you walk out of their store. Cancel for 10% admin fee or 25% restocking fee if you get the goods. Admin fee for what!?! You don't even pick up on the calls!

Never ever buying anything from Ashley Home Furniture. Salesperson is texting while we talk to her, once your done with the sale, good luck getting the sales person to talk to you. Probably the only store in Canada where noone picks up the phone ever or calls you back after numerous messages. Purchased the Johnelle Dining set.
Update- when you think it could not get worst. The salesperson put in the wrong order and now I am left without a dining table and the chairs are wobbly.
Installers put felt pads to fix it.
This is definitely the last Ashley purchase of my life.
Raised with corporate relations, no return of email.

Bought a lot. Half the things were damaged other half was the wrong items and/or colour. They took no responsibility. Offered a store credit for less than 2% of money spent.

never buy anything from ashley, very bad and unprofessional , there do not care for there customer once there get your money, just get your money and leave you with fallow up with them and no reply, this was the first and last time i got something from ashely furniture, very very bad store,

We bought couches from Ashley because they promised 2 weeks delivery time, however the products were not delivered for 4 months, every time we call back for a delivery time, there is a different estimation but no commitment. Customer service staff are rude and just don't care at all.

Finally we got the couches delivered, one couch was damaged during the delivery, and the other didn't show up as expected. We called within 24 hours to return 1 couch, the staff told us a manager would call us, 4 days later the manager called while I was in meeting, didn't leave a direct line. I called back and each time a different person answered the call and had no authority to handle the refund. We keep calling back, after a week we were told that we can't return the item because the staff didn't log a ticket. It's unthinkable how would a large furniture company treat their customer like this and expect to be in business!

after purchase, told mattress pad had to be on mattress, which costed an extra $250!! Said they would exchange mattress based on warranty purchased, but had to wait, even though I informe them after one nights sleep on product. Informed them my wife couldn't sleep on mattress due to back surgery, they didn't care! We had to wait 30+ days to get exchange mattress, and after being told by sales that we could exchange $1500 power frame for regular bed frame valued at less than $1000, then they changed that and said no way, even though this power frame doesn't work properly! Said I don't want it after one nights sleep on it. Very unhappy, ZERO customer service from this company. Don't go there, they teach sales people to say anything to get sale, then don't back up with any customer service!!! This place sucks!!

We have had nothing but issues since purchasing our couch, ottoman and 2 bedroom sets with Ashley Furniture.
We had a delivery date set up for April 17 for all of our furniture to be delivered, we called in April 15 as we hadn’t gotten any notifications of delivery and were told that the delivery date was not input into the system and the earliest we could get our delivery was April 19. They then informed us that we would only be receiving our couch and 1 bed frame. We paid for the white glove service, and when they showed up on April 19 the delivery guys told us that they were unable to provide the white glove service and to call customer care for our money back(Which we still have not received). We went to set up the 1 bed frame that was delivered and they delivered the wrong rails. It took me weeks and multiple phone calls and a video call to get it sorted out. A month later we finally had the rails. The ottoman was delivered in May with a stain on it and we are waiting until mid June for a technician to come and repair it.

We had a delivery of our missing items on May 18. As they were bringing the dresser upstairs they set it down on our stairs to turn it and scratched our stairs as we were right behind them watching them do it. The delivery guys apologized, took a picture and told us to call into customer care to file a claim. I called in right after they left to put our claim in. After waiting an entire week, On May 25 I received an e-mail to let us know that our claim had been denied as the delivery team told Management that we were the ones that scratched the stairs. I called into customer care and not one person will transfer me through to a manager. I called in to have the claim re-opened.

I am disgusted with the lack of Customer Service from Ashley Furniture. I called in June 7 to get an update on my claim and apparently it was denied on June 3. Not one person tried contacting me to tell me it was denied. The transportation team made up a story in order for them to deny it. Ridiculous. Take accountability!
They twist your arm into paying for white glove service and when something goes wrong they don’t have the common decency to own up to it.

I would never waste my money on white glove service again when the delivery team can’t take the accountability to own up to the damage they have done.

I would never purchase anything from your store again and will be advising anyone I know to save theirselves the trouble and not order from Ashley Furniture.

Absolutely the worst customer service ever experienced! Will not stand behind their product. Called furniture defects manufacturer standard. What a joke! Never again! Please if you value your hard earned money, stay away.