Reviews
This profile includes reviews for Ashley Furniture HomeStore's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 153 Customer Reviews
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Review fromLaura H
Date: 02/07/2025
1 starPurchased a sectional from the local Penticton Ashley home store. Was originally told delivery would be June 21 at the very latest. Delivery day came and went and when I called I was repeatedly told a few more days. I was then promised delivery for July 3. When I reached out to the Penticton store to check if that was still a go I was told next week. I contacted customer service hotline which told me July 25. This will be almost two months after purchase..... if it even shows up then. So I would have just been told it would be another week next week. When I called ***** ********* in Kelowna they told me they ordered same couch two weeks ago and have it. Ashley is clearly not prioritizing thier shoppers *** **** **** ** ******* ***** ** ***** ******Review fromAraceli C
Date: 08/06/2025
1 starAraceli C
Date: 08/06/2025
I was charged for my order but didn’t receive all the it**** ******* ******** **** ** *** *** ********** ** ***** **** ***** *** ***** *** ********* ** ******* ********* ** **** ** ****** ****** ** *** ******** ******** **** **** *** ***** ** **** *** *****.
This is unacceptable. One month ago......
Here is the message from customer service.
Hello Araceli,
The case number ******** for your cancellation request for the following items; item#******** , PR BUNKIE BOARD FULL and item#*******, Twin/Full Under Bed Storage.
Ashley Furniture HomeStore
Date: 30/06/2025
Hi, we’re so sorry that your experience did not match your expectations. We hold ourselves to a higher standard, and we want to make this right. Please send your order information (purchaser's name, phone number, the store location, and order number) to us via texting us at ************, or you can email us at ***************************. Once we receive your information, our team will be in touch to determine how we can provide you with a solution. We value our customers’ opinions and would like to thank you for bringing this to our attention.Review fromSarah S
Date: 02/06/2025
1 starSarah S
Date: 02/06/2025
Delivery drivers would not take our sofa out of the truck and said the only way we could fit it in the house was up on the balcony which they would do if we tipped them well. Left a huge gash in my floor and left our couch in our backyard. Customer service would not let me speak to a manager initially. Waiting on damage claim to respond but not sounding promising.Ashley Furniture HomeStore
Date: 30/06/2025
Hi, we’re so sorry that your experience did not match your expectations. We hold ourselves to a higher standard, and we want to make this right. Please send your order information (purchaser's name, phone number, the store location, and order number) to us via texting us at ************, or you can email us at ***************************. Once we receive your information, our team will be in touch to determine how we can provide you with a solution. We value our customers’ opinions and would like to thank you for bringing this to our attention.Review fromMike O
Date: 29/05/2025
1 starWorst experience I Have had in a long time. Purchase a total of over a ******** dollars, which was posted to my credit card. Delivery date set. Received a call saying my order was cancelled, but no explanation as to why. Called the store. They could not explain. Called customer service 3 times. One said the order was not cancelled. One said it was. Now I am left with a disputed charge on my credit card, and 2 hours spent on the phone trying to figure out what happened.
All I got was I am sorry. **** *** *** **** **** ****** *** **** **** ****** ** **** **** **** ****** **** ****Review fromPhilip P
Date: 28/05/2025
1 starRequest a return and full refund for the 3-piece sofa set I purchased. Upon unpacking the items, we discovered that they were damaged, and I promptly submitted a claim with supporting photographs.
Today, I received a piece of fabric in the mail along with instructions to conduct the repair myself. This is unacceptable given the circumstances. Additionally, I am aware of your return policy, which states that I can return items within 7 days or 48 hours after reporting a problem. Since I acted quickly after noticing the damage, I believe I am entitled to a full refund.
Furthermore, I reached out to their customer service department today and requested to speak with a supervisor. However, I was told I would receive a call back in two days, and the call was abruptly ended. This lack of communication and support is extremely disappointing.
As I haven’t purchased new furniture in almost 20 years, I expected a much better experience. I would like to arrange a return of the sofa set at your earliest convenience and receive my refund.Review fromRohit B
Date: 01/04/2025
1 starRohit B
Date: 01/04/2025
* ******** ********* ******** ****** *********.
I purchased a Queen and a Full bed frame with a box spring in-store on Jan 2, 2025. After nearly three months, I’m still dealing with unresolved issues.
The Queen frame arrived with a cracked headboard and scuffed footboard. The "white glove" installers made it worse by forcing pieces together, causing even more damage. They also left scuff marks and stains on my brand-new walls. I had them take the entire Queen bed back. It took three phone calls, a long back-and-forth with customer service, and two more weeks before I finally received a refund.
The Full bed frame came with warped wooden beams. I returned just the damaged parts on the first delivery, hoping for a quick replacement. It’s now been over a month with no replacements, and I’ve been told it could take another 2–4 weeks. Meanwhile, the box spring and mattress are leaned awkwardly against my guest room wall because the frame is still unusable.
When I requested a refund for the Full frame, I was told it was outside their 48-hour return window, even though the product was incomplete. That logic makes no sense — it’s like delivering a chair with three legs and claiming it was fulfilled.
Delivery was delayed twice, customer service was robotic and ineffective, and support via text felt like a loop with no resolution. On top of working full-time, I’ve spent far too much time chasing down responses, sleeping with a mattress on the floor, and staring at an unfinished room.
Ironically, I bought a bed frame from **** for 25% of the price, assembled it myself the same day, and slept on it that night without issue.
For a company this large, Ashley Furniture's lack of accountability, quality control, and support is unacceptable. This has been one of the most frustrating retail experiences of my life.
Do yourself a favor and shop elsewhere.Ashley Furniture HomeStore
Date: 03/04/2025
Hi, we’re so sorry that your experience did not match your expectations. We hold ourselves to a higher standard, and we want to make this right. Please send your order information (purchaser's name, phone number, the store location, and order number) to us via texting us at ************, or you can email us at ***************************. Once we receive your information, our team will be in touch to determine how we can provide you with a solution. We value our customers’ opinions and would like to thank you for bringing this to our attention.Review fromAdrienne k
Date: 13/02/2025
1 starI have been waiting a month and a half for my seposit back while having to contact head office to be told I needed to wait for the employee to receive his email? Then for him to respond? Which doesn't happen, and still no return of my money. No response back from managers or head office and store isn't open when they are supposed to.Review fromTracy L
Date: 31/01/2025
1 starThe worst customer service I’ve ever experienced. None of the staff know what they’re doing or the return policy. Purchased an item and when I returned it according to the return policy on my receipt, I was told that refunds are not accepted. None of the staff was able help me and neither could the customer support number I called. I was charged full price for the item and they took back the product and never issued a refund. Absolutely disgusted with their behaviour.Review fromAprile A
Date: 03/01/2025
1 star***** ** ******** *******
Visited Salmon Arm for the first time and was desperately looking for a mattress. Thought THIS STORE will be reliable but was absolutely nightmare! Ali and Tina **** ****** Don't ask for help from these two. ********* if you don't want to add stress in your life, DO NOT VISIT any ashley store. Worst customer service ever! ******* lying to us that the mattress that we wanted was available and still giving us the wrong one and not wanting to pay for the returning cost.
We had to travel 10hrs just to return it because they didn't want to pay for the shipping cost! WE HAD NO CHOICE THE BED WAS HARD AS ROCK, we cant keep that one. and we spent around $*** to travel back there for the gas, food and truck we had to borrow, and was promised that they will cover $*** and here I am after a month, they still haven’t paid me. ***. ***** *** ****** *** ** ******* ***** ******** **** ****. ********** ** *** ** *** ***** ***** ***** ** ***** they are just going to give you whatever they have in their back inventory. **** ** **** *** ** ****** they're gonna make you feel it’s yours and they are gonna give you empty promises and you will be calling a thousand times **** *** **** ****, that they are going to call you back. *** **** **** ** *** *** ******** ****** *** **** *** ********** ** *** *** ***** *** ************ It’s our first ever investment and my husband and i are so disappointed and we regret choosing this store instead ** *** ******* ***** ********** Called today, told them I cant keep calling them since it’s so stressful. Told me they can't keep answering my calls too. Then why do they not give me the cost of our return? ** ** ** ******** ***** I was told it’s not their fault i was living far away ***. **** *** ****** *** *** ****** ** **** ***** *** *** *** **** ***** ** ***** *** **** ****** *****Review fromVadym Z
Date: 29/11/2024
1 starVadym Z
Date: 29/11/2024
**** ** *** ******* ***** **** ******* ** ********* *** *** ****** ****** **** ****** * ********** **** ******** ***** ** * ********* *** * ***** My wife and I ordered a bedroom set. When the furniture was delivered to us, the movers damaged the edge of the chest of drawers during installation. The movers said that this chest of drawers would be replaced, my wife immediately reported in the chat bot that the chest of drawers was damaged. We filed a complaint on the same day as the delivery. Within 7 days, we contacted the company, but they did not promise us anything. On November 27, I contacted the store again and we were promised that on November 28, a repairman would come to us and repair the furniture, to which I said that I did not want to repair it but demand a replacement. And I have every right to do so. On November 28, a young guy arrived who, instead of fixing this damage, he simply tore off the veneer, then took putty and painted it with paint. We were shocked. This man does not even have a carpenter's education, before that he worked in construction. He took photos and said that if you do not like my work you can change the chest of drawers and he will report it to the office, ** *** * ***. And our suffering began again. Again, unanswered calls. Today we received a call about our repeated complaint. I demand to replace the damaged chest of drawers with a new one. But unfortunately I did not receive the desired answer. All my efforts to communicate with the company lead to an unanswered abyss. * ** **** ******** ** ***** **** ******* *** * **** **** * **** **** ***** *** ********* **** ******* ** ********* ******* ** **** ********* ** *** **** **** **** *** **** **** ** *********** ******** **** ******** ******** *** *** **** **** **** ** **** *** *** ********** ***** ** **** **** ******* **** ****** ************ *** *** *** ** ******* ** ***** ** *** **** ***Ashley Furniture HomeStore
Date: 01/01/2025
Hi, we’re so sorry that your experience did not match your expectations. We hold ourselves to a higher standard, and we want to make this right. Please send your order information (purchaser's name, phone number, the store location, and order number) to us via texting us at ************, or you can email us at **************************** Once we receive your information, our team will be in touch to determine how we can provide you with a solution. We value our customers’ opinions and would like to thank you for bringing this to our attention.
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