Ashley HomeStore Brampton

my couch cost$4500 on January,on February present problems we call the store and they sent a technician that couldn't fixed because he doesn't have the proper tools and he find out the problem was for manufacture , he recommend to call to pick up and delivered to the warehouse to be fix, after a few weeks they brought it back and my couch look worse then before and we call again for fix the same problem and they took it again and happens the same and continuously for 3 times more my couch after 2 months still in the warehouse .
we talk to customer services and we were treat badly for several times, one of the customer services was specific said "that furniture that is in the showroom its not the same product that clients get ,they have a standards products and we must to take the couch in the way it is now if not they are not responsible for losing the couch in the warehouse and we are losing the couch and our money."
all customer services that we are spoken said to us according to their internal policies they can not offer a replace for new piece.
Ashely furniture offer a 125% excellent quality and guaranty of their products but we when to the store for 3 times we face a different picture of the services; and one of the manager apologizes to us for what is happening but he was very clear that is out of their hands to help clients after they pay for the staff or furniture they can not help no one when products presents manufacture damaged even when Ashley is a one company is different department that deal with this kind of issues.
finally we tried to returned the whole furniture because present a manufacture problems like the model :***-XXXXXXX
*** CORNER CHAISE EXC
have a broken arm ,loss back of the chaise
a internal fabric side rip of
legs not properly protected for hardwood floor
and they tried over 3 months to fix it but the condition is getting worse and we pay with a lot of effort for a brand new couch, and they denied to refund our money and we still wait for the promise that they contact us to resolve this problem, unfortunately still not have an answer.
we really appreciate in advance your help to us to resolve this problem.

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*** crescent
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Brampton -Ontario

On Sept 30th we went to the Ashley's furniture store and purchased a king mattress, king frame, and an adjustable base. The sale agent *** was extremely helpful and attentive. He confirmed that our items would be available on our requested delivery date of Oct 5, 2018. WE took time off of work to be home for the delivery & were told that we had 24 hours to cancel or change our mind. On Oct 3rd, 2018 we received a call from the post install dept letting us know the mattress was not in stock and would not be delivered. WE advised that upon purchased the inventory was checked and available. The person said, we would not get the mattress until possibly oct 9th and that was not guaranteed. WE went back and for with Ashley's post install dept and the Ashley's store secretary as both people kept saying no one can help us. WE finally agreed that we would change the delivery date to oct 13th, as we can not take any more time off work to accommodate their delivery delay. Oct 13th arrived and the delivery team dropped off the bed frame, the mattress and a base model of the adjustable base that we did not agree too upon purchase. it took 3 hours on the phone with the post install team as well as the store. Finally, at 6pm a mattress cover was dropped off to my home as I insisted on having that to ensure that my mattress warranty was not voided. The next day (Sunday Oct 16th) we went back into the store to speak with the sales agent about the base of the bed that was received. after 2 hours of discussion with that said our sale agent was extremely accommodating we agreed that we would upgrade the base and would pay $150 more for it as well as it will be delivered on Wed Oct 17th as it is in stock. On Oct 15th around 8pm we received a call saying we would not be receiving the exchanged base until Sunday Oct 21 due to stock availability. Ashley's policy only gives the customer 24 hours to made a decision to cancel or change your mind and only after that 24 hour laps do all the issues arise. You can not speak to post install since the order is still open, you also can not speak to a store manager because no one is available this entire process is draining and we want what we have paid for immediately. The store sees stock available and the delivery team can not fulfill the order on the expected date. We are not only looking to have our item delivered as per the WEdnesday date we agreed too, but we are also looking for compensation for the amount of time lost going back and forth to resolve this issue and our inability to have our bed in our home. Specifically we want the $150 difference of the base we will be charged to be credited back to us since we know we can not just cancel and send the products back to Ashleys and purchase from another furniture store without being penalized.

We bought furniture from Ashley and they said part of the furniture will be delivered on May and remaining in June. Day prior to June Delivery date they changed date to June 16, I was fine with it and on June 16 no one showed up. I called their call centre and they said we dont have furniture in stock so wait till Aug, if we will have in stock we will send you in Aug. What kind of service is this I paid them the full amount and I still dont have furniture.