Ashley HomeStore | Whitby, ON L1N 9L4

Long-Time Customer Deeply Disappointed – Requesting Store Management to Revisit My Exchange Case I’ve been a loyal customer of this store since 2024, having purchased a power recliner last year, and have always trusted the brand for its quality and service. However, my most recent experience has left me deeply disappointed and frustrated. I placed an order on October 12, 2025, for a Sealy King mattress, mattress protector, two bed gear pillows, and a King adjustable base (a clearance floor model). The products were delivered on October 22, and the adjustable base was assembled at its maximum height (15 inches). Unfortunately, I was in a meeting when they left and only noticed it the next day. This was a major concern for me, especially with a toddler sharing the bed. After several calls, the Ashley team came on October 31 to reduce the bed to its minimum height — meaning we couldn’t use the bed for over a week. When the technicians arrived on October 31, I noticed that the adjustable base was damaged which was torn at multiple places and it is mesh built which progresses the torn areas rapidly, that added to the frustration. When I visited the store on November 1, the Manager and Sales Representative offered limited and unsatisfactory options, so I decided to contact Guest Care. The Guest Care representative initially assured me that I could exchange the adjustable base or choose another product of similar value in store. However, I later discovered that a note saying “No Return or No Exchange” was added to my file — without any communication — which completely blocked my ability to resolve the issue. To my surprise, when I went back to the store on November 3, I was told that exchange was no longer possible. This entire experience has been extremely disappointing — not what I would expect from a reputed brand I’ve supported for years. All I am asking is for store leadership or ownership to kindly review my case in good faith and honor the initial commitment for an exchange. I’ve been a loyal and trusting customer, and I sincerely hope this can be resolved fairly. Special thanks to Rose for resolving the issue and much appreciate her prompt response over the phone.

Excellent customer service. Prompt and relevant. Useful advise given. Thank you Mr Khalid for taking us through the well known Ashley experience.

It was a great experience I would recommend

Delivery didn't include one of the major purchases. Only 2 pieces arrived. We were never informed about an item not being in stock. It took us a while to find out that we may get our furniture after November the 8th . If informed earlier, we would either have not purchased these or at least would have asked to receive everything at the same time. Now, we have a really bad mismatch of different furnitures in our house. People at the store level were very nice and this was a repeat purchase but not getting proper delivery or communication is very frustrating.

An Outstanding Experience with Calvin and Talemana My recent visit to the store turned out to be far more than just a shopping trip — it was a truly wonderful experience thanks to Calvin and Talemana. Calvin impressed me with his exceptional people skills, attention to detail, and wisdom, making every interaction feel genuine and thoughtful. He went above and beyond to ensure everything was perfect, turning what could have been a simple purchase into something truly memorable. Equally, Talemana deserves special mention for her deep knowledge of the products, professionalism, patience, and kindness. She took the time to explain every detail, ensuring I felt confident and well-informed with my choices. Together, Calvin and Talemana created a warm and welcoming atmosphere that made the experience more about connection and care than just buying furniture. Their teamwork and sincerity left a lasting impression — a rare and refreshing encounter in today’s fast-paced world.

Delivery guys were professional and friendly. Excellent service. They both were great in putting up the purchase and very considerate of my babies sleeping in the next room. Great job gentlemen 💯.

We bought a beautiful stearns and foster mattress at Ashley’s and our rep was very knowledgeable and nice making the experience smooth and enjoyable. Their delivery communication process was also very well done and right in time with no delays! Great experience

** DO NOT SHOP HERE** Sofa and loveseat arrived end of August. Delivery staff slashed a hole in the back of the sofa taking it out of the plastic it was wrapped in. I found the slash 2 days later and started a complicated claim process. SInce the first of September I have been receiving texts from their "Customer Service" claiming the materials for repair, NOT REPLACEMENT, have been ordered and will arrive in 2-3 weeks, It is now Nov. 5th and I STILL have not gotten this problem rectified. Stay FAR away from this business, CROOKS!!!

I just wanted to add some photos of my beautiful furniture from Ashley We renovated our entire home and everything in here is from Ashley furniture