Ashley Store — Local services in Burlington

My husband and I have recently moved and were looking into buying a sleeper sofa. We visited Ashley's on 09 March and was lucky enough to find the Darcy Sleeper Sofa which we both really loved. Our experience at Ashley's HomeStore was perfect, we financed our new sleeper sofa and continued on our way: so simple and easy. We were promised delivery for 19 March; 19 March came and as the delivery drivers were getting ready to unload our item, my husband notice a visible tear on the arm. He was given two options: having someone arrive at a later time for repair or to reject delivery and reschedule for a new product to be delivered at a later time. Obviously, we chose to reject delivery and get a brand new flawless sleeper sofa since that is what we financed. My husband was told that someone will contact us for delivery, we waited a couple of days and nobody ever contacted us. I, then, proceeded to contact Ashley's for delivery information and was told delivery wouldn't be possible until 25 March, they refunded the delivery charge and we accepted our fate. 25 March rolls around and three hours before delivery, my husband receives a phone call stating there was a delay and we will again, not be receiving our item. We let, yet again, another couple days pass and called to find out about delivery since nobody had contacted us for the second time, only to be told we would have to wait another two days, guaranteeing delivery on 29 March. We were also reassured by the representative that there should be no more delays as the sleeper sofa was in stock at the warehouse; she also told us to look out for delivery confirmation within the next couple of days. It is now 1843 on 28 March and I, AGAIN, had to contact Ashley's for delivery confirmation as we hadn't received a call or e-mail. Once on the phone with their customer care, I was told delivery was "manually confirmed on 25 March for 13-1600 on 29 March"... can you guess what happened? Unfortunately, both my husband and I work at that time and will not be available as nobody ever confirmed that window time frame with us. The representative, Alejandra, did her due diligence in trying to move the timeframe but was unable to since the route was already establish and my home would be "too out of the way" to be scheduled any earlier. I was peeved, to say the least and finally, asked to speak to a manager, held and was later transferred to speak to manager, Harley, who did as I requested and looked for special delivery options and/or any further compensation that could be refunded. To my dismay, she returned on the line to tell me there was absolutely nothing she could further do, in addition to being, the highest person with authority that I could verbally speak to. She further explained that delivery wouldn't take place until the following Tuesday (another 5 days of waiting)... I reluctuntly accepted to change the delivery, however, Harley soon returned to tell me that the current delivery order was locked, so she requested the change and we would have to wait for delivery confirmation within the next couple of days...as if we haven't heard that before, huh?

I am completely dissatisfied with the delivery process and furthermore, disappointed at the lack of commitment to your customers. At this point, I am waiting for my husband to get home as I am really considering cancellation of our order, financing and am determined to never give Ashley's Furniture any of our business, starting with recommending our friends and family to consider another Home Furniture Store before resorting to Ashley's. I have never been treated with such lack of concern after a company repeatedly made mistakes and inconveniencing our...

I'm trying to post this review in as many places as possible:

I'm kicking myself that I didn't find these reviews earlier. I've made several attempts to reconcile things with this store via email as well as on the phone with a manager to no avail so I thought I'd come here to share my experience.

My husband and I purchased a living room set on 9/1/14. The home is a vacation home and so before purchasing we made it very clear that we don't live there, so we need to coordinate with a friend to let the delivery guys in. Sure, no problem, I'll be able to schedule a date and time that's convenient. I could not have possibly been told a bigger lie. The first delivery date was set for 9/11 between 2:30-5:30 PM. I told them that I could only do a time window earlier in the day or would need to reschedule for a different day, so we pushed back to 9/18 and asked if I could request an earlier delivery. They said they'd make a note of that, but then scheduled the next delivery for between 2:30-5:30 PM again. Fortunately I was able to find someone else to let them into my house. We did NOT receive a call 30 minutes prior to delivery as promised, they showed up 30 minutes later than the latest possible time, and upon arrival they informed us that one of the pieces was back-ordered. We were not notified of that at all by anyone prior to the delivery. They rescheduled the delivery of the remaining piece for today, 9/25. The delivery was originally scheduled for between 3:30-6:30 and said that I would be the last delivery of the day, so once again I had to inconvenience a friend to meet them at my house. My friend worked until 3:30 so I figured it would be perfect - until I got a call that they were running 90 minutes EARLIER than the window provided and were about to come to my house when nobody was there to greet them. My friend was still working so now we have to reschedule again for next Saturday, 10/4 - more than a month after we purchased the set.

I absolutely never would have purchased this set with me living out of town if I had been told truthfully that I wouldn't have any control over the times of delivery. Also, if I had been notified of the backordered item ahead of time, I would have delayed everything so we would only have to do one delivery day.

In addition to the hellacious delivery issues, I feel completely duped about the "Montage 5-year Protection Plan". My sales associate, I believe his name was Matan, told us that it would cover ANY AND ALL damage/scratches/stains that the furniture would incur. When I said I wasn't interested, he strongly pushed the fact that if we didn't make a claim, we would get a full refund of the protection plan's cost. We decided to go forward with the purchase knowing that, but after signing and paying, he presented us with the fine print showing that you don't get a refund, only a store credit to get MORE Ashley furniture that I probably will never have delivered! In addition, all the reviews I've read since state that the plan covers virtually nothing. Fantastic. Really looking forward to that.

Everything I've written here I've also put in writing to this store more than a week ago. All I want is some type of apology, recognition that they haven't done a good job, and perhaps a refund of the delivery fee since it's been a debacle and huge inconvenience to several of my friends in addition to myself. Perhaps they'll see it here and reply, but I won't...

I would recommend never shopping at Ashley Furniture. My significant other and myself shopped here recently and made a purchase of over $2,500 and had it set up to be delivered on 07/31/18. We also ordered some lamps in that we were going to pick up from this store about a week after that. The 31st rolled around and we sat and waited around until late afternoon. We decided to call the store and see if they had a rough estimate on when it would be delivered, and they told us that one of their employees mad a mistake and we would not be getting our order on the day they promised it would be delivered. I honestly understand that people made mistakes, but the lease they should’ve have done is give us a call to tell us that we would not be getting our delivery, so we weren’t just waiting at the house all day. At that point I requested to speak to a manager, I was told that she was too busy to speak to me at the moment but would be sure to have her call me back within a short time, so I could talk to her. I waited a few hours and decided to call back. The manager said she just had no time to speak and would try to get back to us when she had time. At this point I am a bit irritated because no one has communicated what the issue was or even when I would receive my product. I requested to have my information sent to a regional manager, so I could talk to them instead. I was told that they would send my information on up and that I should be contacted within a couple days. I finally got an automated call a couple days later saying that my items would be delivered they next day (08/03/18) but I had heard nothing from customer service or a manager. Later that evening I got a call from customer service stating that they just wanted to confirm that I saw my delivery was going to get to me. I told them some of the issues I was having with they store and basically the CSR just blamed the store and couldn’t really do much except transfer me to the store to talk to them. I requested again to have a regional manager get in touch with me and again I was told my information would be passed up and that someone would contact me within a couple days. The CSR also said that someone would follow up with me on the day of delivery to make sure I received everything alright. I never did get that phone call. I called customer service again and requested to have the shipping charge removed due to the shipment not arriving the day it was promised. The CSR responded that they would absolutely do that (they didn’t, by the way) I was supposed to get a call when my lamps came in, no one ever called. I finally called two days ago (08/20/18) and was basically told, “Whoops, yeah we forgot again.” The way that Ashley Furniture treats their customers is simply appalling and I will make sure to let any potential customers aware of this. Never shop here. It’s not worth it.

Also, you can find their exact products for pretty much half they price sold my other companies, with free shipping and financing and much better...