Dufresne Review

I've purchased furniture from both Ashley HomeStore and Dufresne here in Winnipeg (this company owns both of them) and was pleased with what I received.

Two part review.

Part 1: The original purchase.

I purchased my very first memory foam mattress from the Ashley Home Store in Red Deer, AB. It was a very positive experience, I'd rate it a 5/5.

Part 2: The warranty claim.

Now onto why I'm actually taking the time to write a review. I found out during the warranty claim process that the "Dufresne Group" of Ashley stores does not operate in BC. BC stores are in fact, operated by a difference group of franchise stores.

My 10 year mattress warranty is about 8 years in, and my warranty claim was approved through the Dufresne group due to a 1.5" dip that developed on one side of the bed (I only weigh 155 lbs, so it wasn't a weight issue). Once they found out I was expecting to pick up the mattress from my local store, only 5 minutes away, they told me I'd have to arrange a courier/pickup to bring the old mattress back to Red Deer, AB (From Langley, BC), and courier/pickup the new one back home. Mind you, this would be 100% at my own expense.

This was obviously unacceptable, and I told them as much. Both the corporate division of the dufresne group, as well as the store level sales and store manager in Red Deer, were/are unable to help me officially as of today (5/08/2020). I submitted my original claim with them on 28/05/2020. It took over two months for them to tell me tough luck.

It has been a horrible experience and I do not recommend Ashley Home Store for anything that you may want to make a warranty claim for, especially if you are moving "out of their service area."

If you do decided to shop there, or any Ashley Home Store location, make sure you ask about the warranty process, as well as there serviceable areas. This was not made aware to me until it was too late. I knew I would not live in Alberta for long, and would have purchased a mattress somewhere else.

It was a costly mistake as now I may have to purchase a new mattress completely out of pocket unless I can get Sealy to directly deal with me. Either way, it has been a terrible experience, and their policies regarding cooperating with different Ashley Stores needs to be reviewed. Your business wouldn't exist without customers like me, and you just lost one permanently, and perhaps more as I spread news of this to everyone I know, including as many review sites I can post on.

It's unfortunate because I feel this will fall on deaf ears, but perhaps this will inspire them to makeup a business model between corporate divisions to enhance customer experiences, but I doubt it.

0 stars.

Kept telling me a time my product would be in, and they kept changing it. Even promised me in writing it would be delayed anymore...and it was

Excellent furniture store. A bit more expensive but very good quality. Also their social media account is on point!

I find the Dufresne stores to be very customer freindly...I find this family owned business really cares about their name on the building...they will take care of any reasonable request.

STAY AWAY IF YOU WANT GOOD SERVICE......If I could give a negative rating I would. My experience trying to get service for my warranty has been deplorable. They took 3 months to service my bed and then they came with the wrong parts and now I have to wait another month or more to have my bed fixed. I have not been able to sleep properly for the past 3 months and lets add another month minimum to that. This is unacceptable. Every time I call them they keep saying they are trying their best. I feel the best thing for me at this point is to go buy a new bed because I will walk out of this experience with serious backpain, insomnia, and high blood pressure. Anyone I know I am telling them run from this company. Absolutely disgusting. I will never again buy furniture from there.

I have just 2 simple question-
How many services are needed to get the unit replaced? Technician has done service on the fridge more than 5 times in a year and still I cannot get my unit replaced.
Why do we buy an extended warranty and spend more money?

I wish there was a 0 star as well for rating. Worst customer service ever. No after sale customer service. Good luck to get the appliance replaced with them. Luckily I bought 5 years warranty and still struggling to get the unit replaced.
I bought kitchen aid fridge in Jan 2018. My fridge been giving me problems after 3 months of purchase. I call service team and they send a tech to look into the issue but issue was never resolved.
Tech tried his best to fix the issue not once not twice not even thrice and it s been 5 times my refrigerator has been serviced in 1 year.

I am so frustrated and stuck in a loop. Every time techs works on it , fixes it temporarily and tell us that if the issue repeats they will replace the unit.
On complaining next time every single service rep keep telling me that they will send out a technician again and in order to replace the unit , they need a technician note.
Such a bad experience with after sale service as neither a technician is ready to write a note that unit is damaged and should be replaced and the service team keeps telling that this cannot be replaced until a technician can t fix it.
It s been almost year and half and I am still complaining Dufresne service centre every 2 or 3 month about the SAME PROBLEM hoping this defective unit will be replaced and if I have not bought an extended warranty they will not even service it.

I purchased a table and server. With three months it started to discolour and formed scratches which later started peeling and chipping. I was told I had a one year Ashley warranty and I also purchased a four year warranty. Ashley claims warranty only covers defects. What I saw at 90 days was cosmetic so not Uber warranty. I am suing them in small claims court. Email me at mybookkeeperdonna@gmail .com.

Had purchased bedroom set and mattress - had originally went to polo park store and then to Nairn store to find a set. A saleswoman at Nairn store a friend of a friend and offered an additional 5% discount. What a way to get commission on another persons work. Of course we bought thru her. In the end quoted one thing charged another. When we questioned the bill outlining the error she said was correct as invoiced however there was not 5 % discount or extra $100 off as okayed by the manager. Because we had spent over $2500 we qualified for $100 off and also $25 for a mattress test - she now said we couldn t get both. Not happy but didn t say anything because of the friend but did post on website not happy. Now the furniture arrives and two pieces damaged - five phone calls later nothing -
Called our saleswoman and was told why should I help you after the negative posts I made. She then continued on to say after all I did for you I gave you 5% off extra $100 - which
We didn t receive. When I told her she did nothing for us we got no discount etc she hung up on me. Is this what you call customer service. What upsets me more is that she now gets commission on the sale anyway. I then called store spoke to a woman who claimed she was a manager- first thing that she said to me was she s a friend of yours right . It doesn t matter who I am I was a customer and spent a lot of money only to be treated like this. I then contacted head office who then passed onto customer service when asked what They could do to make us happy we told them to return end tables as damaged that was all we wanted-to make us happy they agreed but charged us 10% restocking. This is supposed to make up happy - nothing about the poor customer service by the saleswoman. Now a few weeks later furniture goes on sale cheaper so they adjusted accordingly however because they applied the $100 we got because we spent over $2500 on the bed they wouldn t give us the price adjustment. The manager did state that we had already received 30% off and that now we would get an extra 5% off because of the sale (To our saleswoman- we now have our 35% off that you promised but didn t deliver on. )That has nothing to do with it. If we didn t like the bedroom set we would return the whole thing. We will never purchase anything from Dufresne nor would we promote the store to anyone.
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This is the worst of the worst experience we have ever had. The lie continually. I have a leather couch that the seams don t line up. Call and call but nobody answers and not call back. I should take out ad in paper. I will report them to Better Business Bureau. Do not buy here.

I am having real problems with one of the Ashly furniture stores (Edwardsville, Illinois) under this company's control in the U.S. I spent $3000 on furniture that will not fit in the room and the store and the corporate office out of TN. will not make an exchange even though the sales man at the store said we could always exchange it if it did not fit.

Absolutely awful service.

Apparently home delivery means your front yard, sign here and go away. I couldn t believe when Dufresne left me with a 2-piece couch in front of my house, with no way of getting it in.

That is not HOME delivery.

Go somewhere else and avoid this pathetic excuse for a company.

This has been one of the worst experiences we have ever had. I cannot complain about the chap in guest care or the sales agent or the delivery men, but for our delivery to be postponed again and again and again, is ridiculous. Delivery to be December 15th, finally got partial delivery on the 21st of the love seat and the ottoman. The chairs were to come on the 28th. That is now postponed until January 3rd. This is ridiculous. You owe us a refund!!!!! This furniture was bought to be used during the Christmas holidays and now our company has to sit on the floor because you couldn't deliver! The head office people and I mean the guy at the top better get onto this now because if the two chairs are not in our home on the 3rd of January you will be giving us a full refund and you can take your love seat and ottoman back!

Unreal. I purchased a warranty on my washer and dryer. My washer is leaking, so I called for warranty work. The tech came out and deemed it to NOT be warranty work, that there was debris that was causing the leak and he couldn't find a tear or rip in the seal. My washer continues to leak. Today it got bill for $142.00 since it is not deemed warranty work. (Really? How would one possibly know what is or isn't warranty.) I called about the bill, obvious annoyed. I was told that I could get another technician to come out for a second opinion but again if it isn't deemed warranty work then I could expect to receive another bill.
So...I purchases the warranty, get billed $142. and my washer still leaks. This is rediculous.