Ashley HomeStore Burlington

My husband and I bought a bedroom set from Ashley, and were told that delivery included moving our existing furniture. The delivery people arrived, told me they could not move the furniture, and stood there watching me move it on my own, while trying to calm my 5 month old baby. These same delivery people asked me for water, spilled it all over our hardwood bedroom floors, and left the mess for me to clean up.

We were also not told that our pieces would come in 2 separate orders. When the dresser arrived a week after the bed and nightstands, it was rust-stained, 4 out of 6 drawer tracks were very crooked, and there was paint all over the wooden top. It looked terrible. I had to argue with customer service on the phone for over an hour before they would agree to exchange the dresser. They wanted to send a tech out to repair it, but I did not want to pay full price for a brand new dresser only to receive a refurbished piece. They told me that "repair over replace" is their policy, which speaks to how many items they ship out that are in need of immediate repair.

The customer service rep also told me that they would make sure our new dresser went through VIP inspection before being shipped out. This is how I learned that they don't regularly inspect their furniture before shipping it out, which explains how we received the first dresser that looked about 20 years old.

We received our new dresser today. One of the handles is installed backwards. We are just going to fix that ourselves because I can't spend another hour on the phone dealing with them.

I will definitely never shop here again, ***. It took us over a month to receive this furniture in the new condition we paid for, and we had to devote (in total) 9 hours waiting for deliveries. In the end all they gave us was a refund for half of the delivery fee.

When you spend close to $4000 on furniture and deliveries, you expect a certain standard of service and quality. It quickly became an exercise in convincing every employee I spoke with to have some basic respect in their work and their product. No one seemed to care very much about the service or quality once they had our money.

We have a good portion of our new house left to furnish, and none of it will come from Ashley.