Ashley — Local services in Burlington

I have used Ashley HomeStore several times in other states and never had any issues. Which is why I went to them this time.

I needed to purchase furniture for a small apartment. Including a bed, chair, and small loveseat.

The problem began with the bed. I felt rushed the minute I stepped inside the store to buy a bed ,I was not sure about. (My fault) I listen to the salesperson, instead of my gut and ended up with a bed I hated. I even bought a base which raises and lowers via remote not realizing that while the bed could be returned after many days, the base only had a 7 day return policy. (Again, my fault for not reading the fine print closer)

The issues with the store includes: 1. Whenever I would go in to speak to someone about exchanging my bed, I would be told so and so management was not in or had just left for the day.( I arrived almost as soon as the store opened)

When I tried to contact the business manager regarding the credit owed to me since I did not finance the bed, I was told the same thing as above and to leave a number and he/she would call me back. No matter how many times I went to the store in person or called, I never could get the Business Manager to return my calls.

The fact that I wanted to return the whole bed and not just the mattress really upset me. I wanted another bed entirely, even if I had to pay more-which I should have due to the amount I paid for the uncomfortable one and base I bought the 1st time. I followed all the rules, even bought the cover for the mattress they suggested. Good thing I did or they would not have exchanged it.

Whenever I walked into the store, the customer service was poor. I rarely found someone to help me. There was only one person on the floor who knew me from the bed issue and would come over when they were in between clients to ask if I needed help. As much as I like some of what Ashley has, this store doesn't have everything available that is shown online, nor do they have it in stock. When my items were delivered, they were brought from Davenport, dropped off in Burlington and THEN picked up and brought to me.

After the 1st delivery of the chair and ottoman, a few weeks later, I discovered a large slash under the bottom of the Ottoman as if caused by a knife. By then, it was too late to return the ottoman.

Positives: service and delivery customer service is easy to deal with and did everything they could to make sure the items were delivered on time.

The gentleman who delivered the items were great. They had an issue where they slid off the road due to the icy weather conditions and I was notified they were unable to deliver. I was more concerned about them than the items being delivered that day. They remarkably called back later in the day,and tried to bring the items. Unfortunately, by the time I recieved the message it was several...

Anyone reading the reviews, do not go to this store. Their service is ridiculous. My boyfriend and I ordered a couch around April 10 and they told us it would take about two months which we were fine with. After it was time to get delivered we heard nothing from Ashley so we called and they avoided telling us that only half of our couch section was ready. They offered to send us the half that was ready or we could wait another month so we decided to wait. Month goes by. Still hear nothing. Call them, they tell us it’s not ready. We decided to get the half that is ready delivered and wait ANOTHER month for the other half. Called them another month later and they danced around telling us that it’s not ready for delivery. Our lady that helped us has been the hardest person to get into contact with to discuss this and does not express any remorse or apologize for our more than unnecessarily long wait. We have yet to receive the other half and it’s been 5 months. I don’t recommend going here to shop for furniture unless your okay waiting half a year to get it. I understand that the furniture factories get backed up but this seems a little ridiculous that we have had to call every time and not be able to reach our person that helped us originally half of the time and can never seem to call back with actual information except to say it’s...

My son and I visited Ashley Furniture’s Burlington, Iowa location looking for a mattress for his new home and we were greeted by Masin. We had already been to several other stores with similar product offerings and the sole reason we decided to purchase from Ashley’s Sleep Shop was because of our interaction with Masin. Masin was friendly, helpful, and inquisitive about my son’s sleep position (i.e. back, stomach, side), preference for mattress type (firm vs soft), time he expected to use the mattress, etc. He genuinely seemed to care about finding a product to meet our needs and was not pushy at all, even suggesting alternative options outside what Ashley had available to offer that we might want to consider. After leaving the store and reviewing possibilities, I called Masin a few days later with some follow up questions about pricing and delivery. He remembered me, including specific details my son had shared about his college plans. Masin and his manager were both great to work with and I was thoroughly impressed by the overall atmosphere of the store and the buying experience. Masin’s professionalism and exemplary customer service were five-star. I would highly recommend this business and working with sales associate, Masin, based on...