Ashley HomeStore — Attraction in Burlington

Worst customer service. Salespeople misled me about the items which affected my decision to purchase. Make sure that the floor model is not a returned item or check the item’s history and before signing any papers make sure that all the information is correct in the system. Salespeople will be so nice until the deal is done. After that if you have any issue no one will care. I received a damaged sofa and no one gets back to me till now. I’m chasing them since the first day of delivery. The floor model item was used for almost a year and returned back to the store and no one mentioned anything about that. I knew about it by chance from one customer service agent (I don’t know her name) when I was following up with them to send the technician to fix the sofa as I was promised many times. In March 2024 I did my first purchase for 2 new sofas and I informed the salesman there about my apartment’s door dimension and he said it is ok and it wasn’t because their estimation was wrong. So items were returned and I tried to get anything that would fit to my place. Unfortunately, the floor model(returned) items were the only option at that time. It would be 100 times better if I refunded back my money and I’m not stuck in this situation. Customer service people are only repeating the policy of the store for the customers even when I tried to explain the situation.I tried to mention what happened and asked them to review the recorded calls and the pictures I sent on the store link to check what exactly happened and still they ignored everything and repeated the same thing ( we can’t return anything after 48 hours). Ok, so how did they do that with the returned sofas they sold them to me??? They are used for almost a year and returned. I think they tried hard to train me too to accept their policy.I also think they are not professional in solving problems and providing incorrect information according to my experience. This was in Ashley store in Burlington. It was really the first and worst experience for me as a newcomer. Samar in customer service tried hard to defend the company policy which is good for her not for me as a customer and when I asked her to transfer the call to the manager she said the manager and the supervisor are the same . How come ???Now I’m waiting for Jason the supervisor to call me back. I hope he will do that.

Ashley customer service team and management YOU CAN’T APPLY THE STORE POLICY ON THE CUSTOMERS AFTER MISLEADING THEM BY YOUR SALESPEOPLE OR NOT PROVIDING CLEAR INFORMATION ABOUT THE ITEMS. I SUGGEST YOU TO TAKE AN ACTION AND AVOID THIS SITUATION FOR THE FUTURE WITH OTHER CUSTOMERS , BY PRINTING A PAPER AND GIVING IT TO THE CUSTOMER TO SIGN IT TO MAKE SURE THAT IT IS INFORMATIVE AND CLEAR FOR THEM BEFORE MAKING ANY DECISION.

I believe that I did my part as a customer with a proof in...

I have written a review 8 months ago and I can only edit it.

I bought a mattress from Ashley that decided to collapse on me just 24moths of usage. At first Ashley Homestore wanted me to wait 30 days till they send out a technician to check the mattress before they entered the claim with the manufacture. After I was refused to be transferred to a manager multiple times I finally got a call back from one and they arranged for a technician to come the very next day.

After the Technician entered the claim, customer service (Ashley Homestore Guest Care) failed to submit the claim to the manufacture until I followed up at least 3 times which resulted in us sleeping on a mattress that was collapsed and gave us terrible back pain.

Once the claim was approved and I went and purchased my new mattress, I was told that it would be delivered on the 26th to only find out on the 25th that it will not be because I as a customer felt the need to follow up. I was told that they just received the mattress on the 25th and they did not reach out to me to make the proper arrangements and appointment to deliver the mattress on the 26th like I was promised at the store. So I made arrangements with them to have the new mattress delivered on the 5th of April and I again felt the need to follow up since I did not get a call from Ashley. On the follow up call I discovered that even though I reached out to them to make sure an appointment was made (i.e. I was doing their job for them) that the mattress was not set to be delivered yet and the next appointment would be on the 7th. The guest care representative continued to deny me the opportunity to speak to manager until she exhausted all her options and she had entered a call back with a manager.

I bought my furniture over 2 years ago from Ashley and I expressed the exact same concerns 2 years ago and 8 months ago when my couch started ripping from the inside. They have not only failed to rectify this situation but continue to make the exact same mistakes 2 years later. I honestly have no idea how a company like this can stay in business with this type of customer service. This has now become clear that this experience is just not a confidence or back luck with one order but a repeated offence.

There is no way I would ever recommend anyone to go and purchase anything from Ashley, unless you like to do their work for them and follow up on the items that you have paid for.

I’ve also read all the reviews on this store and many individuals have the same concern as I do. And I find it very interesting that all the positive reviews use specific professional key words to capture the eyes of potential customers which makes me really question the validity of all the positive reivews.

Any penny spent on this...

Very disappointed in this stores policies and how they treat people. My husband and I put a deposit down on black friday for a dining table and chairs. It ended up coming to more than we had left on our Ashley's credit card. The sales associate told my husband if he pays the taxes now (~$250) it would hold the sale price and he could call the credit lender later to extended our credit. He agreed on the conditions that he would get a full refund if we could not get funding or changed our mind. Afterwards we decided to not go ahead with extending out credit and purchasing this set as it was not within our means. We went back to the store this Saturday to cancel our order and they told my husband that were would be a 10% restocking fee. Not wanting to loss all our money, the store said they would call the lender for him to extended his credit. So the lender did. Then the sales person proceeds to tell him that it will not be in stock until next week for pick up. At that point my husband called me into the store and explained the situation. I was confused why we would have to pay a 10% restocking fee if it was not even ordered yet. Then we talk to the manger and he tells me its a 10% administration fee if you don't cancel your order with 48 hours. Of course I did not understand why they would have this and how that makes any sense if they just actually ordered the product today not when we initially put down the deposit. I was told to call customer service as this was Ashley's policy not theirs. After calling customer service and explaining my situation they said yes there is a policy for a 10% administration fee but it is up to each individual store to decided when to enforce it. I then had my husband go back into the store to explain this and they offered him a $34 refund. At this point he took the refund because we did not want deal with this store again. They didn't even give him any paperwork proving that it was cancelled. Luckily, we were able to call the credit lender today to ensure they do not charge our credit card as the order was cancelled. I am very upset that they decided to enforce something that they did not even tell us about initially. Its also sad the sales associate would tell my husband he would get a full refund when clearly that was not the case. Very greedy manager to treat a customer that way when we wanted to cancel an order because we could no longer afford it. I will never shop there again. I have multiple Ashley furniture pieces and how I was treated will make us look...