Ashley HomeStore

So, furniture is fine so far. However, sales and services is another story. First thing the sales rep tells us when we walk in is that she's working on commission. Great start. I'm in sales and would never imagine even mentioning this never mind that being my opening line. Second was the 'white glove' delivery service that I paid for but never received its 'value' I assumed would come with such an aptly named offering.
'White glove service' means a whole different thing to me in my industry. Horrible delivery experience and sub par sales experience.

Kevin with the score and Shawn with the assist! Ashley Furniture once again exceeding expectations with seamless service and customer experience! We loved the conversation, the knowledge they had, and the furniture we will soon enjoy for years to come!

They were earlier than I expected, but other than that they did a great job getting everything unpacked and set up

Terrible Customer service
Jessica Manager from the online store.
Product came defective. I am being told that I have to pay 25% fee if I want to return it. Like, if a product came defective, I do not intent to keep it. She told that 25% restock fee is going to be deducted because I am returning it. Is this how this company makes money? By sending a defective product and asking restock fees if the customer doesn’t want to keep the defective product. Not only she was rude and unable to understand my request, she hung up the call and when I called again, the staff said she says she ended the call as the conversation ended, I said I would to continue the conversation, to which I was told that she is on another call. So Jessica hung up my call to cater to someone else. Whoever is the higher management in Ashley, I would like the refund of the product. Please take away the product as it has already brought bad luck to me! Anyone purchasing from this store, please go to LEONS, Bad Boys or Structube. Far better customer service than Ashely’s Furniture. Do not fall for their advertisements about products. Poor customer service. There are scratches all at the base of the furniture.

We bought most expensive Tempur-Pedic king mattress and most expensive base. The delivery guys were so rude. They just put the stuff in and refused to remove the old mattress. We were told at the time of sale that they will instal and put the old mattress on the curb. Wrong mattress was delivered. We are running around since then. The manager is on leave. Sales person moved to another location. No one is there to take the responsibility. We have been calling the store & the customer service. Absolutely horrible experience. We have been customers with Ashley for almost 15 years. Not again.

Al was great he let me walk around on my own which gave me a chance to focus on what i was looking for. Once i needed him he was very helpful and knowledgable. Truly enjoyed working with him i would highly recommend Al to family and friends. Lindsay

Emily was great helping us with our sectional purchase. No pressure at all. Also gave us an amazing demonstration on a possible new bed. Thanks so much.
Mike J

RUN! …. Run, run, run from Ashley Furniture. Do not buy from them. Once you walk out the door, they want nothing to do with you should issues arise from your purchase. They refer you to the Customer Care. READ THE CONTRACT. CAREFULLY. Of the 3 pieces of furniture we ordered, 3 pieces have defects. Screws through the wood, broken parts, no instructions, damaged upholstery, misaligned chairs, etc. They send you replacement parts and then you have to arrange a technician to do the repairs… could be a while. Reported issues with the dining room server which came in a Queen size headboard box… but hey, the server was in there. No instructions…. Except for the Queen size headboard instructions (which I did not purchase). The sideboard had a broken piece just barely attached, the backing screw are through the paneling on the backside. There appears to be some type of sticky substance from end to end on the back as well. The wife and I want to send this back to the store now… nope, call Customer Care. Think you can get a refund? Wrong. A technician will come to look at the issues and order replacement parts or replace the server if it’s bad. But if I want to except it as-is, customer care will knock 10% off for you. Really? Another thing, if you don’t use the extra coverage for 5 years, and I purchased, you’ll get it back to purchase more Ashley Furniture…don’t forget that if you make a claim you lose that option and if you have my experience, you’ll be calling customer care faster than you can run downhill. Luckily, my friend was gonna head the the store for a purchase but once she saw our experience, she bailed and will look elsewhere. Our worst Furniture purchase ever. I know they’ll probably leave a response below but I don’t see how they can right this wrong. I’ve had Ashley Furniture for many years but the quality of workmanship in my latest purchase has changed my mind.

Finally bought a new couch and interacting with Heba the salesperson was the most enjoyable experience! When we're in need of anything else, we are definitely seeking her out specifically again. She was extremely knowledgeable about all products and super friendly and personable.

Heba was an excellent sales person. She was helpful honest and we are truly happy with our families purchase. Update.furniture delivered and broken having an awful time dealing with US customer service and still don't have a functioning couch 6 weeks later. Do better

We really appreciate the service you have given us with no delays in receiving our furniture and the punctuality of delivering it.
Thank you Ashley

I purchased two new swivel arm chair from Ashley three months ago with extended warranty
Since received, the chair cover looks very much depreciated though it’s barley used and there this is a sound in the chair

After so many calls and delayed replies an inspection they said they cannot do anything because it’s not covered by the manufacturer or the warranty I purchased.

I am regular customer to Ashley with more than 5000 dollars purchases and they even refused to transfer to a manger

Ashley has very bad customer service and worst manufactured furniture.

I am not going to waste my money at Ashley anymore

Very nice with a large showroom. Scott, the staff whom we dealt with, was extremely good and helpful, He was very patient and knowledgeable. He was was quick to check if an item was on sale. Surely, we would certainly recommend Ashley Furniture for one’s furniture needs. Nothing less than
5 Star.

The sales associates make false promises of delivery while they have no communication with the warehouse it seems which makes no sense.
All the delivery people are extremely rude and unprofessional. Was the biggest headache getting my stuff delivered on time and all at once despite having ordered it 3 months ago. They would bring in one thing at a time and someone would have to stay home to receive it every time and were often late with no consideration to others schedule. Extremely extremely inconvenient like we have busy schedules of our own while they're acting like they're doing us the biggest favor for delivering our stuff as if I did not just pay thousands of dollars for it.

Such a wonderful experience of shopping at Ashley Burlington on this family day. This furniture store has a great collection and designs beds dining tables, TV stands, couches and what not. The sales professionals are super friendly and very knowledgeable. Mr. Shakir was very helpful and friendly and he understands what we needs and gives us excellent recommendations. Went to buy a Queen and ended up buying a King bed set with dressing table with mirror, side table and dining table set. Got the 30% offer on family day and an additional $500 off as the order was above $2500. The Ashley delivery team is absolutely professional and impressive.

We were assisted by saima at Ashley store. She is very nice. She had the knowledge, test and sincerity to give us the right advise. She was patient as we changed our minds many time. It was a wonderful experience.

Extremely disappointed. Very bad customer service, guest service person was extremely rude. Furniture with scratches and stains and mind you it claimed to be new furniture. When requested guest service person to put a return and its ok I will take the loss for re stocking fee but won’t get something repaired she start becoming extremely mouthy, upon asking for supervisor she blatantly refused and keep arguing and telling that I am stupid to claim something which is not correct. Spent money thinking Ashley is a good brand and stands behind their product. Guess what I was very wrong, rest assure won’t come back and give business to Ashley and make sure spread the awareness as well about the bad experience I have had with them. Wish could give them negative stars.

June 8th second delivery of the remaining items. Came with broken bench with a short legs and dirty seat cloth with stain. Just like the other. Will never go back to Ashley.

The sales people were great. Very patient and helpful. Unfortunately we purchased a large bed which did not fit. They arranged to have the bed picked up and gave me a refund. This certainly helped me out of a jam. Very grateful and we will continue to shop at Ashley Home Sense.

Good quality and good sales persons but very rude customer service and poor after sale services. I had a bad experience with Very rude and impolite customer service and guest care representative. They send me a desk without the screws or the hardware and they were not able to install it.they do not want to take the responsibility of their mistake. They refused to commit a time frame to solve the issue. When I insisted they give a wide time frame but they follow their words with “ but we cannot promise “. And when I requested a return and refund they told me if I return it they will charge me. They refused to promise a date to solve the issue and were very rude.

I had previously purchased a dining table from the store and was very happy with the purchase the next time I went in for a bedroom set and placed an order for it in December. I was given an estimate delivery in April thereafter I checked on the online chat for delivery timelines it said July. Now I recently received an email from the store for August. I am really disappointed with the delivery timelines and not sure if would receive it by then also. I can still understand a delay in 15-20 days but not months.

Ashley kept us updated on delivery status. Upon arrival the team was courteous and friendly. Assembly was completed and they cleaned up all materials a very pleased with the service

Very poor post sales support. The promise of standing by the products they deliver is superficial.
For raising issues, they use a weird BOT that needs all pics through mobile messaging service (no emails or web support). Then the guest care representative are unable to take any action on the claims raised. They are rude and high headed as how a single customer can impact brand like Ashley. So if you say that you will not recommend Ashley to anyone, they blatantly say its your personal opinion. Sales reps are out of picture post sales, so no follow up on the poor products received.

Glen, at the Burlington store near Guelph Line, was great helping us find what we needed. He also followed up to make sure we would get the soonest delivery date there was available. The buying experience was very good!

BUYER BEWARE! While the furniture might be decent the customer service for delivery is atrocious. Twice our delivery dates were moved. We received confirmation that all our furniture was coming on a given date. 5 1/2 hours after the latest delivery time we received a notice that there was an emergency in the morning yet no one contacted us by text or email. The manager even told us at 6: 15 PM that our furniture would be there in half an hour even though the latest time it was due was 415. Their left hand doesn’t know what the right hand is doing. I’ve emailed both the sales rep and manager leaving messages and yet you still have to follow up as they don’t! If you expect to have your furniture on the date they tell you I would not order from them. We have had to cancel multiple family gatherings due to their lack of communication and level of service. Read the reviews about delivery. This is not a new problem and yet it does not get corrected.

Friendly and helpful staff. They were able to price match without hesitation. Would recommend visiting Ashley furniture in Burlington if your in the market for new furniture.

I recently purchased a sofa bed from Ashley and when it came to delivery there was a problem with its size. The Ashley staff went above and beyond to find me a suitable sofa bed that would fit and within a time frame that was suitable. I can't thank them enough. Both the sales professional Jacek and especially Kristan were so helpful.

It’s really great place to buy your furniture, I did online, great quality and delivery, very good options for small places. Also in show rooms they give you great ideas for your setup and decorations. Thanks

The people are very polite. The main issue is the product availability. In few words they sale things they don't have. May be 5 months waiting time. Product quality looks good and prices are average when they are on sale.

Wide selection of couches and bed frames with outstanding discounts. Ask for Syma, she was glad to help and very knowledgeable!

Knowledgeable kind staff. No pressure to buy. Comfortable relaxed atmosphere. I really enjoyed my experience, had all my questions answered and if my rep did not know, she would go and find out for me. Will shop there again.

We were very happy with the service provided by Ashley home store Burlington, we ordered a couch that didn’t fit down the stairs upon delivery and the store followed up to ask about our next steps within 15 minutes. We easily visited the store and selected an alternate couch. Our only hiccup was that we were told our replacement couch clipped together (3 piece sectional including love seat, chair and chaise) to find out upon delivery that it did not. All in all we are very satisfied with the service! They were very attentive and communicative.

I dealt with a customer service representative named Kim, she was great. She answered all my questions and concerns with professionalism.

Ashley Furniture in Burlington were fantastic! We purchased our couch and so pleased with service and products!

I went into Ashley today for the first time. I love the way the store is mapped out by style. Emil was so friendly and helpful. He was very knowledgeable on all the different fabrics and makes of the living room furniture as well as the mattresses. I was extremely impressed. I ordered my couches and can’t wait to get them. Thanks Emil!

Well laid out store, and helpful staff that made for a positive sofa shopping experience. Will visit again.

We purchased 2 rooms of everything we wanted and more, the sales rep was very helpful & even gave us some beautiful suggestions! I would definitely recommend going here. We will be back

Very nice clean store. Helpful staff. Orders always come faster than expected. I love their chenille couches. Great for pets and kids.

Walked around for about 20 mins, noone came to greet us or offer help. Two associates looked out way but never bothered to get up and come over. Maybe it was break time, not sure.
Furniture was nice, comfortable.
Based on the other reviews here, it's hard to know what kind of service you'd get.

We purchased at the Burlington location. Our sales assistant was great at his job and let us look when we needed more time. He prepared our order and ensured we had looked at all options. I was happy to return when I made my choice to purchase and kept his business card.

Home and kitchen furniture and decor, all beautiful! Loved the customer service and will definitely be back for more decor!

This is the second Time I purchased Items from Ashley's. The first items are still like new from 4 years ago, the associate that assisted me this visit was the same as the last purchase, they listened to me and assisted me with furniture and colours for my new place, they understood my budget and trued to help keep me within a reasonable amount.

Very good customer service. The sales representative that I connected with through chat was extremely responsive to my request.

Our salesperson, Syma was very friendly, professional and helpful with our purchase. Thank you! We had gone to 3 different furniture stores and Syma was by far the best salesperson. The selection and quality and value at Ashley HomeStore far exceeded the other two. We will be back!

Do not buy insurance for your purchases here if you're planning to use it towards buying more furniture after the insurance expires. Its very very complicated to apply this insurance money for the new purchases.

Shakir is the best sales representative! He will go out of his way just to provide that customer satisfaction everybody’s been looking for. Andrea, the manager at Burlington branch is awesome too as she listened to our bad experience with the guys who delivered our furniture. I highly recommend shopping here!

We found the staff at the Burlington store very friendly. They also had the best selection and inventory out of all the Ashley's we've visited, which was very helpful when it came time to seeing things in person and trying out the furniture.

Probably the biggest display Center. The store offers a big variety of products at a competitive price. Mr. Aziz was king enough to help us, even told us that price will be matched if we find the same thing at a lower price at some other store.
The furniture is beautiful

With the experiences we all have had with covid I understand it's hard enough to deal with not only inanimate but in personal business dealings I had the pleasure today of dealing with not only your online but a virtual chat with one of your representatives I'm pleased to say that there are a few things that need a little fine tuning otherwise smooth and personal experience

Ordered a sleeper sectional online with an agent named Andra and they were very patient and extremely helpful! Answered all my questions quickly and was very kind! I was also very happy to know that it was a real person I was talking to, not just an automated response system, made it feel like I was shopping in store! 10/10 would recommend to all my friends and family!

As soon as we walked in a salesman was ignorant to us. Then another salesperson Fernando was nice and asked us if we needed any help picking out a new couch. I politely said we just wanted to look around first than would come get him if we found anything. Not even 2 minutes later the same salesperson followed us around until the end making it very uncomfortable. So we left and bought elsewhere.

Had such a great experience. Staff was so helpful and tried their absolute best to find furniture that suited our needs. Would definitely recommend shopping here.

Simple site to use and options for delivery and pick were good. Unique piece of furniture that matches other furniture.

Andrea (store manager) was very professional and knowledgeable. She answered all of our questions - thanks very much! We are very excited to get our sectional!

Understanding that everything is up in the air with COVID, we understand that there may be delays, but the lack of communication in regards to the deliveries of our couch we ordered beginning of November is horrible. The salesperson told us we would not be charged until delivery but then we were charged anyways, and then no one told us our couch was delayed multiple times.a simple e-mail may have sufficed. We also specifically asked about price matching if the couch was going to go on sale and we’re told they would do this, only to find out that it did in fact go one sale in the time we have been waiting, but that they only do this within 30 days? We don’t even have the couch yet, and we can’t get the discount? Thankfully after 5 phone calls, we received a price match, but no one ever called us back or emailed us when we asked/when they said they would.we had to continuously call. Hopefully we get our couch soon. All in all, pretty disappointed. I would give one star but everyone we spoke to were very nice and understanding.

Good service. Fernando in Burlington store was very helpful and did a good job as a sales person.

Do not trust that the salespeople have your best interest in mind no matter how genuine they seem.

We purchased a pull out couch from this location. We expressed concerns about the couch fitting into our basement. We made aware the door opening was 30 inches and that we were not sure it would work but the salesperson assured us it would fit and that the "white glove" delivery people were very experienced and could make it work.
Long story short it did not fit. The delivery men even said "yeah they told you that to make the sale". We ended up making a sacrifice and having the new couch upstairs and moving our living room couch down. We could have selected a new couch but i am sure we would have to pay another $150 for the so called white glove delivery and the guys said we would be hard pressed to fit anything decent down there.

Pretty disappointing experience. We will not be shopping there ever again.

This was the first time I used Ashley furniture. The experience was really horrible. I purchased four couches, leather recliners were delivered damaged and it took me several months to get them fixed. Also, the couches has safety issue which guest team wasn’t agreeing on. During recline, couches roll over on front. Spent several hours on phone and its still unfixed. They don’t take them back and build quality is too poor.

I wouldn’t recommend myself or anyone to go through same experience.

Another 6 star review being awarded to this store. My last visit was so satisfying that it took me only a week to crave for new furniture. I went back looking for Glen (store manager) and saima (sales). Both of them were off that day and I was introduced to shakir (sales) and anil (store mgr). Its like nothing changed they both worked together and got me another amazing deal. This store rates high on my list of recommendations. These guys truly understand the meaning and value of customer service. Bravo and keep it up. Will shop till I drop at the store
Valued customer
Leo

It took two delivery guys to deliver a table i bought, they left it in the lobby and walked out the door expecting me to take it to the 6th floor all by myself. This was very disappointing nobody said they were not delivering it to my door. Burlington delivery #11 dec/17/20.

We had a great experience buying a mattress and bed from the Ashley HomeStore in Burlington. Shakir and Glen were extremely knowledgeable and displayed outstanding customer service. We will definitely be back!

Staff was very helpful.even helped us switch an ottoman that kept getting backordered and didn't charge us a restocking fee!
The delivery guys were super fantastic!

Our sales person Annette was incredibly knowledgeable and not pushy at all. We were given a nice discount on our automatic leather reclining chair. We had gone to 6 of the most popular high end furniture stores and we were very happy with our salesperson and the incredible service we were received.
I would certainly refer friends and family to the Ashley's Home store in Burlington.

I bought several pieces of hardwood furniture from Ashley last year. However, there is still terrible chemical odor from the dresser (it costs 1800d) even after one year. I think it is toxic. I called the after-sale service several times, but the agent told me that as the furniture is out of warranty, they can do nothing about it. How can you sell toxic furniture to consumers and tell me it's not your responsibility. I will never buy anything at this store again!

Great experience shopping last night. Everything I saw on their web site met my expectations and more. Seeing it up close and personal does make a difference and with their convenient location in Burlington very possible. However, I did see 1 bad review re - delivery which I understand the sales people have no control over so I will re-review after my furniture has been delivered. In the mean time Susan Walker and Ajay Mason went 9 yards for me regarding price and availability of the furniture I selected. They were extremely helpful and understanding and were not pushy at all. They let me browse and only approached when I asked them to. Update - June 5,2019 - delivery was made on June 3rd. Was kept informed about my delivery until it was actually at my door. The delivery men were very friendly and helpful and extremely patient especially when having to move furniture into an apartment building. If and when I need any more furnishings, I will definitely shop Ashley. To sum it up, I will highly recommend Ashley to all my friends.

They have good product line unfortunately after sale service is disappointing.store is friendly and helping until sale is done! Delivered broken bed I regret for agreeing to leave as it is at home. Cant return it as i have to pay 25 % of price.at the mercy of guestcare team for sending technician which by the way ashley home store has no control. Since I agreed to leave the product at my place its considered as delivered.which means no adjustment to payment terms even if customer is not able to use the bed.

Sales people give you space and are not pushy but are very helpful when you need it. Love my new furniture.

I wasn't pleased with the overall service of other Ashley HomeStore locations, but this one did help me out a lot. They were very understanding and did their best to resolve my situation.

The staff are friendly, organized and they weren't pushy. Tracey was great to work with, will definitely be shopping at this location again!

Bought a beautifully made couch at a fantastic price. Great customer service! Would highly recommend Ashley!

I purchased some tables online. I was very happy to get a great deal and the purchasing experience was very simple.

In store experience great delivery ruined the experience. They could not find one of 3 boxes on their truck. They left unable to assemble the bed that they were delivering. We had explained that we would not be around later in the day if they find it so to ensure that it was not on the truck.

One hour later they called to say they found it but we had left our home as we had explained. Two weeks later we received an electronic message to rebook a delivery - no call, no effort to correct the matter as convenient to us. Very disappointing customer service (or lack there of).

I been going to Ashley Homestore at 3050 Davidson ct to get all my household essentials. The staff at this location are excellent especially the management lovely ladies their employees go above and beyond. Special thanks to Laura, Tracy, and Heather they took their time to answer a lot questions and offer great suggestions I will be returning.