Ashley HomeStore | Kitchener, ON N2C 1X4

Update: Following my original review I was contacted by the company (not the store) and offered a decent apology as well as a credit should I choose to use it. I still think it’s despicable that it took a public shaming to get a response from them, but at least they seem to have things together at a regional level. I still won’t be returning to the Kitchener store but I would consider going to a different location now. I was specifically asked after being contacted to reconsider my review and while I won’t change anything I wrote in the original review I have added this update and changed the rating from one star to two. If I do make it to another store I will consider a further update. I have also only received a partial refund (one of the two charges I paid) to date. Proceed with caution - - - My experience with Ashley actually started out really well. I found a sectional I liked, it was a fair price and the sales person I was dealing with seemed great. I asked if it was possible to get the sectional with a chaise on both ends rather than just one. He said sure no problem. We worked out the added cost, it was still fair, and I proceeded to move forward with the purchase. Here's where it goes wrong. I wasn't shown any paperwork in the store - I should have asked to see it before I paid and I did not. That's on me. After leaving the store I was looking at the invoice and it seemed as if something had been missed. I had a left chaise, a right chaise, and two armless loveseats. So what's connecting the corner of the sectional I wondered. I figured he just missed the corner wedge piece when he rang it in. So I called the store to make sure this was corrected only to find out there was no corner. The man sold me two half sectionals with no possible way to connect them. Who in their right mind would do that? What am I going to do with two partial sectionals that drop off to an empty corner? Anything for a sale I guess. Commission employees with no ethics is what you get when shopping at Ashley furniture. Thank goodness I noticed this before it was delivered. So I asked to be refunded right away and they agreed, but here was are a week later and I have still not received the refund. I have also not received a decent apology or had anyone make any attempt at reaching out to me to rectify the situation. It's been kind of an "oh well" response from management when I spoke to them. No attempts to help find another product, no offers of additional assistance to retain my business, nothing. Truly horrific customer service, I am so floored by it. I think it's pretty clear that if I ever do get my money back from them I'll be shopping elsewhere now.

I’ve spent over $10,000 on furniture from Ashley and had a generally good experience—until recently. I ordered a coffee table and a side table, and on two separate occasions, I was told the items were ready for pickup. However, when I arrived at the Kitchener location to collect them, I was informed only then that the marble tops had been broken during delivery. This kind of delay and lack of proactive communication is extremely frustrating. It’s unacceptable to notify customers of damaged goods only after they’ve made the effort to come in. A simple call or update before my visit would have saved time and avoided the inconvenience. After being a loyal customer, this experience has really impacted my trust in the service quality. I hope the store takes steps to improve communication and handling for future orders.

Michael was great. Helped me find the perfect couch for my space.

Excellent service. After visiting all major furniture stores I finally found what I was looking for at Ashley. I found most furniture items to be more modern and elegant.

My husband and I purchased a sectional from Ashley Furniture last year after retiring our well-loved couch of 20 years. We visited several stores, but ultimately chose Ashley because we liked the look of one of their sectionals. After waiting several months for it to be built and delivered, we were extremely disappointed to find that within just a few days of light use, the cushions began to sink significantly, offering little to no support. It quickly became uncomfortable, and hard to sit on for exstended periods of time and shockingly, it looked more worn than the 20-year-old couch we had just replaced. We contacted Ashley Furniture immediately, and were told our only option was to use our one-time extended warranty to replace the foam cushions—after owning the couch for just one week. We were shocked that this was being suggested before even exhausting the 1-year manufacturer warranty. Customer service did send out cushion under the 1 year but like they said it happened again and within a week the new cushions were shot to. We declined the extended and tried to find an alternative solution, but our calls and messages were ignored multiple times. After several attempts, a representative finally acknowledged the issue and said the seat decks needed replacement. Parts were ordered, and a technician came out a few weeks later, only to tell us the decks were fine and that replacing them would not resolve the problem. He also mentioned that a majority 90% of customers he sees are dissatisfied and would never purchase from Ashley again due to poor product quality and lack of support in the cushions and from Customers Support on issues. We are now stuck with a $4,500 sectional that remains uncomfortable and poorly made. Ashley Furniture continues to avoid accountability, insisting we use our extended warranty for a temporary fix that doesn’t address the core issue. To make matters worse, when we returned to the showroom, the floor model featured higher-quality, high-density foam cushions—something we were never offered or told about in the store at our time of purchase. Ashley Furniture has sold us a substandard product and failed to support us as customers. This experience has been deeply disappointing, and we will never purchase from them again. Buyer Beware!!!!

Had positive experience purchasing at this location and sales person Nav Kaur. She was very responsive.

…Was awesome

They have high quality items and lots of options. I would recommend checking the place out if you're looking for furniture.