Ashley HomeStore | Newmarket, ON L3Y 8P4

I had a great experience at Ashley HomeStore in Newmarket, especially thanks to Zarjan. He was very friendly, professional, patient, and helpful throughout the whole process. He took the time to understand our needs and helped us choose the right furniture for our home without making us feel pressured. Her excellent customer service made the entire experience smooth and enjoyable. We really appreciate his kindness and support, and I would definitely recommend asking for Zarjan if you visit this store! Thank you, Zarjan, for making our furniture shopping experience such a positive one

**DO NOT ORDER FROM THIS COMPANY.** Absolute nightmare experience with the Newmarket location. We ordered 2 couches and 1 table, with deliveries scheduled for Sept 17 and Sept 30. The online measurements were INCORRECT, so the first couch didn't fit. MEGAN was dismissive and said we'd need to "come for a re-selection," which cost us an additional $850. The replacement couch arrived Sept 21 (from the original Sept 17) WITH A HOLE IN IT, and the "white glove" delivery guy never mentioned it. I found it myself after he left. Their claims process is the worst I've seen. They promise contact within ONE BUSINESS DAY, and nobody called. I had to chase guest care myself, resubmit the claim with clearer photos, and was told it counted as a *new* claim, so the clock restarted. Then they wanted a video call with a technician during the workday. (because everyone is conveniently sitting in their basement ready to take a video call) Megan said she'd escalate to the district manager. She didn't. She also takes 24+ hours to reply, tells me to call guest care after I've explained everything repeatedly, and calls at 8pm. Even the delivery drivers told me the staff only care about commission there, and they were right! The Sept 30 delivery was a disaster too. The office was closed for Truth and Reconciliation Day, and I got a text saying "delivery unscheduled, Have a great day!" Nobody answered when I tried to reach anyone. This couch ended up coming on October 2. On a Friday at 7:45PM they left a voicemail asking me to call back about my claim. I called immediately and was told they were closing in 5 minutes. When I asked for a manager, the man LAUGHED and said "that's not going to happen." The next day, guest care wouldn't let me speak to a supervisor. I heard that managers don't talk to clients, that they only call after everything is resolved, and even that one agent has no supervisor (lol). After 25 minutes of begging, I was finally transferred to Aniruth, who answered with no introduction. On a 1 hour 10 minute call (Oct 5), he promised a refund for the white glove service "this afternoon," plus a customer appreciation gift card. The refund was NEVER processed. Six business days later, another manager told me there were no notes on file and no refund in progress. Michelle (Megan's manager) then claimed she could see the refund processed. It was NEVER processed. The technician's "solution" for my $2,500 couch was to order a part (2-6 weeks) and then have me call back to schedule a repair. I paid over $7K and expected a brand new couch in proper condition, not a repair of something THEY delivered damaged. After I got very angry, Michelle said she'd request an exception for a replacement, apologized repeatedly, and promised to call Friday. She never did. Six business days later, I spoke to Fidelia, who kept cutting me off with "sorry about that" and clearly wasn't listening. She also found no notes from Aniruth and no refund sent to accounting. I demanded confirmation while on the phone, and she said she'd send it, giving yet another timeline (5-7 business days). Turns out "customer appreciation" doesn't come to you. I have to call AGAIN to ask for it. She never sent the confirmation or order ticket, so I called back. Chantal put me on hold for 25 minutes, then transferred me, and I waited another 20 minutes for a supervisor. Finally, Cheryl, the only pleasant person I've dealt with, told me Fidelia never actually SUBMITTED the refund. So thats the 3rd “supervisor” I spoke with who did NOT do what they promised me to. She sent me confirmation and a ticket number. We'll see if it ever goes through. I've spent over 6 hours on the phone with this company. Would not recommend them to anyone.

⭐ 1 STAR – ABSOLUTELY DISGUSTED & DISAPPOINTED WITH ASHLEY FURNITURE! BUYER BEWARE! SAVE YOUR HARD-EARNED MONEY AND SHOP ELSEWHERE! Ashley Furniture is an absolute disgrace! Overpriced furniture, poor workmanship, horrendous delivery service, and customer service that is practically NONEXISTENT! We spent nearly $10,000 furnishing our home, expecting quality products and professional service. What we received was nothing short of a NIGHTMARE! Their delivery crew damaged THREE walls and a door frame in our new home, despite being repeatedly warned to be careful! To make matters worse, our BRAND-NEW dresser was also damaged! AND THE NIGHTMARE DOESN’T END THERE! The dresser we purchased DOESN’T EVEN FUNCTION PROPERLY! Instead of doing the right thing and replacing a defective, BRAND-NEW piece of furniture, Ashley Furniture expects us to turn our home into a REPAIR WORKSHOP so their technicians can attempt to fix something that should have been delivered in perfect working condition! EXCUSE ME? WE PAID FOR BRAND-NEW FURNITURE, NOT DEFECTIVE MERCHANDISE THAT NEEDS REPAIRS! Why should customers who spend thousands of dollars be expected to accommodate repairs on newly purchased furniture? REPLACE THE DEFECTIVE PRODUCT! Our home is NOT Ashley Furniture’s repair facility! And does Ashley Furniture seem to care? ABSOLUTELY NOT! They are quick to take your money and sell you on their so-called exceptional service, but when something goes wrong, GOOD LUCK getting anyone to answer the customer service line or respond to your concerns! THE QUALITY DOES NOT JUSTIFY THE OUTRAGEOUS PRICES! In my opinion, the workmanship is cheap, the furniture is grossly overpriced, and customer satisfaction appears to be their LAST priority. What makes this even more infuriating is the complete lack of accountability. Customers should NEVER have to chase a company to take responsibility for damage caused during its own delivery service, let alone fight to have a defective, newly purchased product replaced! ASHLEY FURNITURE, YOU SHOULD BE ASHAMED! For the amount of money customers spend, they deserve quality, professionalism, respect, and service AFTER the sale—not just before their credit card is charged! DO NOT SHOP AT ASHLEY FURNITURE! There are plenty of other furniture retailers that deserve your business far more than this company does. SAVE YOUR MONEY. SAVE YOUR HOME FROM DAMAGE. SAVE YOURSELF THE HEADACHE. I would NEVER recommend Ashley Furniture to anyone based on this experience. ZERO STARS IF I COULD! SHOP ELSEWHERE — YOU’LL THANK ME LATER!

I recently purchased a sofa at the Newmarket Ashley Furniture store, but I waited until I got an email confirming my furniture had arrived. Bahar was very helpful. She was professional, friendly, and very patient. If you go to that store, ask for her; she really knows how to explain the difference in quality between furniture pieces. Thank you, Bahar! Keep up the excellent work. Quetti.

Exceptional! Customer-service, price point, genuine all-around good people to deal with. My sales representative Carolyn was very thorough and kind. I recommend Ashley furniture Newmarket.

Fielding helped us find the perfect couch. Not pushy at all and super patient with all our questions. Would definitely recommend!

I am extremely disappointed with my experience with Ashley Furniture. About five years ago, I purchased a sofa and paid an additional $300 for the protection plan. Unfortunately, the sofa’s upholstery became damaged within the first year. When I contacted Ashley, I was told that the damage was not covered by the protection plan. What makes this even more frustrating is that when I purchased the sofa and the protection plan, I was told that if I did not use the protection plan for five years, I would be able to use the $300 as a gift card toward a future purchase. Based on that information, I kept the plan and waited five years. Today, I went back to Ashley expecting to use the $300 I had paid for this purpose. I was then told that I have to spend at least $1,000 in order to use the $300. This is extremely frustrating and feels completely different from what I was told at the time of purchase. If there were conditions or a minimum purchase requirement, I believe those should have been clearly explained upfront. After spending money on the sofa, paying another $300 for the protection plan, and then being unable to benefit from it when my sofa was damaged, I now find out that I cannot even use the $300 as I was originally told without spending another $1,000. I am very disappointed with the way this situation has been handled. Customers deserve clear, honest, and consistent information about what they are paying for. Based on my experience, I would think very carefully before purchasing a protection plan from Ashley or relying on verbal promises made at the time of purchase.

My white bedroom set arrived without the headboard, so the bed cannot be assembled, it will take another 30 days to receive the headboard from manufacturers, very disappointed ☹️