Burke Furniture — Local services in Lexington

I ordered a couch four custom pillows and waited 8 weeks for them to deliver the wrong couch and wrong pillows and their recovery was beyond poor. At the beginning of April, I spent over an hour in the Burke store picking out two custom chairs and a couch with four custom pillows. I was told 6 weeks, at six weeks I called because I had no update on the status. I was told my swivel chairs would be in that week and delivered but my couch was not ready to ship yet. My swivel chairs were delivered, but I requested a 30 minute courtesy call, and the call I received was when the delivery truck was at my door, and I was 25 minutes away at work, because customer service had not made the note to call like they had promised. I also asked why my couch was taking so long because I ordered the couch off the floor and only changed the pillows. I was told that "just changing the pillows can add extra time to a Broyhill couch". I patiently waited. I received a call 8 weeks and a couple of days that my couch had arrived. I set up a delivery time. The delivery crew came and brought in my four throw pillows first. I immediately noticed they were all the same which was incorrect. I then saw the couch cushions which, were the fabric that should have been my other two throw pillows. I immediately let the delivery workers know, and they called Burke. I was given the run around about how and why this happened. Debbie was not in, but later confirmed she knew I wanted the floor couch with only custom pillows. They then delivered me the couch on the floor with the wrong four pillows. This is after 4 hours. I called and asked to be compensated for having to take the display couch and the hassle it has caused because of my wait, when if I would have known I would end up with the display couch I could have had it weeks prior. I was only give a 50 dollar refund, and the four correct pillows. Mr. Burke had the audacity to tell me "Your couch should have been more because the fabric we delivered is a different grade. Now I have to have an ugly couch on my floor" This quote admits it was their mistake and all he would do was give me $50.00 back on an 800.00 couch. He refused to give that plus the delivery charge after causing me to miss hours of work, and making a customer wait 8 weeks to only give them a display couch. His tone was unprofessional, his responses were rude, and after admitting this whole situation could have been avoided had his employees correctly followed up on my order, would only give me a...

I am writing this review from my daughter's iPhone. My husband and I had sent her in to take a look at furniture for her new apartment while her car was being worked on and when we picked her up she was in tears. She was just browsing and was wearing headphones since we told her to run in quickly to see what kind of selection they had. A salesman had called her rude, a little girl, and told her that when she's in "his" store she should "respond to him" even though she already explained that she could not hear him prior. He yelled at her telling her to refer to him by his name, "Mister Something" (she is very upset and can not remember his name, although she believes he was wearing a gray suit), even though he had not introduced himself. It is ridiculous that he expected her to just be able to call him by his name without providing his name and to go as far as yelling at her about it. She tried to find a manager and found out this man was not even a manager from a woman at a desk, yet he was referring to the store as his. Absolutely disgusting behaviour to show towards a potential customer, even one who is just browsing.

We will NOT be purchasing anything from this store EVER. I recommend that anyone purchasing furniture for their young adult children look elsewhere, as this establishment has made it very clear they do not want business from people in my daughter's demographic. I wish myself or my husband had gone in with her so she did not have to experience what she did in the store, or if the man still would have anyways that we were there to help stand up for her.

To put it into perspective, we are in the market to purchase a new living room set, a bedroom set, and other miscellaneous furniture my daughter may need... We will NOT be purchasing these from Burke's, and I will be warning all of my friends about the treatment my daughter received today. I do not care where you work you do NOT degrade, embarrass, or raise your voice at a customer who simply did not hear you.

We are also incredibly upset since my daughter has congenital heart disease and suffers from seizures, and stressful situations can trigger episodes in her. We are currently having her rest at home since she has been in a tachycardia episode since leaving the store, we are just grateful that it does not appear that she will have a seizure and that we will not have to take her to the hospital for this episode. Shame on your establishment, and shame on the man who insulted and raised his voice at...

I purchased a Bernhardt sofa on sale for $2500 several years ago and noticed one side of the frame was protruding on the front side of the couch. I went to the store and spoke to Lewis Burke, who told me I had caused it by sitting on the edge of the seat, which I hadn’t. I know not to do that and the sofa had been used very little at this point as this conversation occurred shortly after it was purchased. Mr. Burke had the couch picked up and taken in to see if they could fix the problem, which he said was most likely the foam wrapped around the frame that had slipped. I knew it wasn’t because what I felt protruding was the wood frame. The men who loaded the couch on the truck said they had never seen this problem in a Bernhardt sofa before and agreed it was the frame itself. A week or so later Mr. Burke called and said the sofa was fixed and ready to be delivered. When I got it back, though, I could see it hadn’t been fixed. Mr. Burke wouldn’t do anything about it, though. So, I called Bernhardt myself and asked if they would replace or fix the frame. I sent pictures as well. They said of course! All I needed to do was have the store contact the sales rep and they would take care of it. They even gave the name and number of the sales representative and his phone number. I contacted him and explained the situation and he said, yes, Mr. Burke will have to make the arrangements, though. I contacted Mr. Burke again and relayed the information and was told there was nothing wrong with the couch even though the sofa was under warranty for the frame and it would be handled by the manufacturer. I can’t imagine why he wouldn’t, but it was obvious to me he didn’t care about making it right. Now several years later, my warranty is about to expire and it bothers me a great deal that they refused to solve the issue. I called today and spoke to Bill Burke. He told me to call Lewis back and discuss the problem with him and said why would I get in the middle of an issue I know nothing about. He also gave me the name of his other brother David and told me when he would be in the store again. I have no faith they’ll fix the problem but maybe if someone reads this they can avoid the same thing happening. It’s a shame, I like their furnishings a lot but so much if a company won’t stand by their product and honor a 5 year...