Ashley HomeStore | Toronto, ON M8Z 1V1

I am extremely disappointed with my experience with Ashley Furniture, particularly when it comes to customer service and warranty support. One of the pieces I purchased did not come with a serial number sticker, which immediately made getting support unnecessarily difficult. Despite purchasing the extra warranty protection, filing a claim for extreme cushion sagging turned into an endless and frustrating process. Over the course of three months, I spoke with three different customer service representatives, and each time I was assured that a replacement cushion had been ordered and would arrive within 4 to 6 weeks, with instructions for me to pick it up from their warehouse. Every single time, this turned out to be untrue, including the final attempt. I even rented a truck to pick up the cushion after waiting six weeks, only to be informed that it had never been ordered. It felt like I was being given the runaround, and at times it honestly felt as though they were intentionally trying to wait out my warranty period. Out of desperation, I reached out to the salesperson who sold me the couch, Firas, and received no response. Eventually, the cushion was finally ordered for delivery to my home (surprise, all of a sudden, they could deliver it). Unfortunately, that was only the beginning. I have now tried several times to have it delivered. I even took a day off work to be home for the scheduled delivery. I received a very long automated message regarding my appointment time and replied “yes,” believing it was a confirmation, since I had already been through this process before. Instead, that response automatically changed my delivery date to a different day without any clear warning. When I immediately called customer service to explain the mistake, I was told that the original day, the day I had already booked off work, was now fully booked and unavailable. Between missing documentation, repeated misinformation, lack of follow-through, poor communication, and wasted time off work, this has been one of the most frustrating customer service experiences I have ever had. I would strongly caution anyone considering purchasing furniture here, especially if you expect reliable warranty support.

Great experience with David thank you looking foward to my new furniture

Sakshi Talwar Customer sales representative was excellent to deal with. Very knowledgeable, patient and friendly.

Perfectly smooth transaction! Delivery and customer service is superior, tracking details, and updates were helpful in planing for arrival. Very pleased with my experience with Ashley Furniture!

We had an amazing experience at the Ashley store on the Queensway. We were greeted by Sakshi, who was very friendly and knowledgeable. She put us at ease and made the whole process easy. Looking forward to having our couch delivered soon. Thank you Sakshi.

Mostly positive customers experience that needs to improve on it's way to achieve service excellency. Recommend more detail oriented observations of customer needs and choices made in order to email reminder of all and not just a partial items chosen. Customer requires undevided attention of sales person. Serving multiple customer simultaneously by playing musical chair is not the best practice. Additional delivery charges should have been presented in more transparent manner so next purchase is not planed with of grain of salt. Building a trusted relationship is a key point in order to have many returned customers.

Friendly and helpful staffs

very good service and fast pick-up

Sakshi was extremely knowledgeable and helpful!