Bought a full bedroom king size set recently, showed up to get the bed, which wasn't dissembled so had to do it myself and lug it out myself might I add. Whilst I'm in the middle of this they're asking me to sign the paperwork. So we get it home and as I'm putting it together, we noticed that the head board frame was not built properly from the manufacturer. So I called the company and spoke with a customer service rep who wouldn't help me out at all and even tried to get me to pay for missing pieces! We forked out over $5K for a set which was missing pieces and they DID NOT help us sort this out! I will never buy anything else from this company again! read more

Ashley Store - This is the headboard that doesn't line up and missing pieces - Furniture Stores Near Me - Burlington, North Carolina

After ordering a mattress and first day of fifth week it had not arrived despite me contacting them multiple times I finally asked for a refund. Staff are very friendly however no communication was made to me throughout the process regarding the extended delay. read more

Carmen and Orlando Sean, the sales rep was very helpful, patient and informative. We truly recommend his assistance when looking for furniture. read more

Ok, I finally got my furniture and have had it for a couple of weeks now and paid everything off. Here is the complete experience: Pro; Online ordering was relatively easy Con; NOTHING you may want is in stock Pro; the sales prices are really good Con; NOTHING you order will be in stock The customer service reps range from helpful to so less than. The online chat is a joke. I had asked for the ENTIRE couch be delivered and they still delivered in stages weeks apart (I ordered a sectional). This whole expert has really put me off Ashley which is a shame since the majority of my furniture is Ashley. It really is nice furniture that lasts. The problem is actually getting it in a timely fashion. The first delivery had really nice guys who wanted to make sure I was happy. The second delivery had guys who were ok with exposing my brand new furniture to rain and we're very careless about my apartment. I do like my new couch..which is why I'm giving it 3 stars. I just didn't like the experience. read more

Desperately needed to replace my sofa that I purchased a few years ago from this location. Josh Freeman helped me use my credit from my warranty and set up an exchange sofa for delivery. I was in and out in 30 min. 10/10 customer service. Now to wait for delivery Update 10/7/21 - Still waiting for my couch. It says in stock online but no attempt to contact me to set up delivery. They are saying it's still backordered. I get a text every couple of weeks "thanking me for my patience". The couch is also now on sale for $299 back to the original price. Not the inflated Covid price of $619 previously $589 read more

I don't think I have ever had an experience with retail that is worse than this experience with Ashley!! The crazy part of it is this is the 2nd time we made a purchase with them and both experiences were so out of line I'm seriously mad with us!! Our story with them...we made a couch with chase purchase back at the beginning of August right hand chase, we were told we get it within 2weeks. That was great for us and true to their word we got it. But this is where the nightmare begins, we got the wrong couch...ok so no problem they keep the one u have we will bring out the correct one and since it's our mistake we will take care of delivery and set up Well once we opened it up we found many areas where the couch was not completed or areas that would be bad down the road...we sat on the couch and within the first 2days we realized the couch was made right when we sat down the foam was very flat what in the world!!!.....so when they came back to give us the right one I looked it over and said no I don't want this it will be a problem down the road...customer service was called photos taken and couch was sent back...it would take 4 more times for them to try and deliver the one that we would take that was not defective....we voiced our concern to management at the store and customer service how this is totally unacceptable and we were offered a $25 gift card for the time off from work we took and the inconvenience and the incorrect items basically it was for all the horrible encounters with Ashley we were having....how disrespectful!!! This has been shortened for the review there is so much more And I will say that every delivery person that came to our home was very pleasant and friendly the only good part of the entire thing!! So if I had to tell u anything don't waste ur money and ur time Ashley is apparently going down and they don't care about their customers...we won't ever buy from them again!! Signed Very disappointed read more

I just moved to NC and needed to purchase a couch. When I went to Ashley I was assisted by Glenn who could not have been sweeter! He was super helpful and I didn't feel pressured at any point to go with the more expensive option. Overall had a very pleasant experience and I am super excited for my new couch to be delivered :) read more

we had a sales rep who was fantastic. He is very knowledgeable, patient, and informative. His name is Esteban. Ask for him if you need some guidance in selecting the right product. read more

One of the rudest stores I ever been in by a employee name Judy very disrespectful, may need to upgrade your staff

I have always appreciated Ashley Homestore and Ashley furniture - UNTIL I ordered a $1000 chair online and had to return it. They provide a 72 hour window for returns and I called no less than 20 times over the course of those 72 hours. I never got through, I kept being put on hold and then disconnected, or I'd speak to someone who would transfer me, and I'd get disconnected, or I would simply hear a recording that they have higher than normal call volume and then - you guessed it - I'd be disconnected. I finally found the number for and called their finance dept - who transferred me to customer services again, who told me too bad, you can't return it, it's been over 72 hours!!! I went to the BBB and made a complaint which led to Ashley accepting my return. Then, after not hearing from anyone for 6 months, I get a letter in the mail that they sent my $129 deliver fee to a collection agency - a fee which they NEVER BILLED ME FOR. Now, after having paid the $129, I'm being called and emailed today by 2 different departments asking for the $129. This is an incompetent and dishonest company who scams and harasses their customers. read more

I love this store. My whole house is from Ashley homestore in Burlington nc. The staff there listens and helps put my rooms together. If I have any concerns they handle it professionally. I will continue to go there for all of my furniture needs. read more

Pros: Staff is friendly. Can sometimes find good deals. They will price match. Cons: We purchased 3 pieces of furniture. Two out of the three arrived damaged. One was replaced in a timely fashion. The other was not replaced as the replacement was more damaged than the original so we refused it. We were told an undamaged piece would not be available so we were offered a discount. Unfortunately instead of actually documenting this and following through with the discount the delivery person just went ahead and marked the replacement as completed so now we have to follow up with customer service. Also, the sales process takes an extremely long time. On both occasions we made purchases it took well over an hour for them to process the sales paperwork. An additional hour was spent in store discussing the damage issue which still remains unresolved. I wish I had more good things to say but unfortunately we have been very disappointed in the service provided. read more

Classic example of how to lose your customer. Called store after having furniture delivered to have the set it up. Was told I had to pay a second delivery fee. ? Spent almost 5k at this location and they couldn't even take care of me to complete the task I already paid them for....sad read more

I purchased a sofa from Ashley last March, delivered in April it is now September of the following year. I live by myself and during covid had less than 10 people visit me, so not many people using my sofa. I'm an average woman with a full time job, so I'm not using my sofa 24/7. All that said my sofa has collapsed in the middle, it's bowed in the back; basically trash! Of course, I called Ashley and they said I was out of my warranty window. Then I was told I had purchased the additional warranty but that it states there had to be a specific incident that caused the damage. The product is garbage! Now I am stuck with a broken sofa and out over $800. Do not buy from Ashley!! I don't know what I was expecting from them. I guess I thought business integrity was important and that they would at least offer a fix Customer service in store was good - of course it's not their fault the furniture quality is horrible. I called the store where I purchased the sofa and asked for a number to corporate; they gave me a distribution center number. All around bad experience:( read more

Diane Kyle Smith is AWESOME! I can't think of a better person to work with when you are buying furniture at Ashley furniture! Thanks for always being helpful Diane. read more

Our experience at the store was great. That is why they get 2 stars. We purchased $11,000 worth of furniture after discounts and sales were applied. That was the end of the good experience. We have had a total of 5 pieces of furniture damaged during delivery so far. All original orders have been delivered from 2 months ago but we are still dealing with the nightmare of repairs and replacements. Post sale customer service is just as important as it is before the sale. Absolutely horrible experience after the sale and it's not over yet. I just moved into a new house and have more furniture to buy but it will not be from Ashley Furniture. read more

My wife and we're very impressed with the level of service Preston provided to us. We were able to purchase exactly what we needed and plan to shop here again! read more

If I could give less than a 1-star review I would. The experience with this company has been nothing but an incredible aggravation. Started the day we purchased from them where first the sales rep (Preston M.) promised us 25% off the entire purchase, only to be told later by a floor manager that they weren't honoring what we had been told but they'd only charge us $100 for the delivery. We were also told by the same sales rep that our items would be delivered the following week. This also was changed by the Mngr on our paperwork to 10 days out from our purchase date. Since then we have been TEXTED 3 times that our delivery date has been pushed out. Last notification I received stated today as a delivery date. Still, no delivery. I reached their customer care line after trying for 2 days, only to get some ignorant rep that proceeded to blame me because I didnt reply to an automated text as the reason to why my delivery was canceled, but it wasnt their fault that no notification of cancellation was provided. So here we are, rescheduled yet again. After that I was also notified by this rep that I would get a call sometime this week to confirm my delivery date again, but if I didnt answer my delivery would again be canceled without any notification, after which she kindly just hung up on me. PRICELESS!! The best part, even after all of this, if I cancel this order I will be charged 25% of the total purchase price as a penalty. The reputation this company has may have been relevant at one time, but that is LONG GONE now. My advice to anyone reading this, spend your money elsewhere! A place where the customer is valued, not repeatedly lied to, and they stand behind their word. read more

We had come to High Point from Durham looking for a bedroom suite for our daughter back in Virginia. When our search there yielded nothing we drove around to about 10 different stores along the highway. When we went into Ashley, we came across Judy. We told her we were looking around this area, but would likely order from back in VA for a cheaper delivery. We simply planned on browsing the showroom to get a better idea of what we wanted. Even knowing she wouldn't get the sale, she spent almost an hour helping us. She was very honest and not pushy at all like other salespeople. She also didn't follow us around the store incessantly, which is something that I can't stand! If you're in the market, ask for Judy! read more

My husband and I went in to quote a price on a couch and a blonde lady that works there was very smug towards us and acted like she did not want to help, probably because we were an interracial couple. Stay away from this one! read more

Judy Bray was absolutely amazing in helping us choose the best options for our new home. We look forward to future purchases with Ashley homestore as long as she's there! read more

I will never buy another thing from here again! Ordered a dining table/chair set 3 1/2 weeks ago. It took 1 1/2 weeks to deliver it. The day before delivery they called to say one of the chairs was damaged in shipping and they had to order a replacement one. It's 2 weeks later now and I haven't received the replacement chair. I have called the store and the call center 3 times and no one can tell me where my chair is or any clue as to when I might expect it!! 3 1/2 weeks after my original order and I still don't have a complete set! read more

This is a Update: First post: We are about 18 months into our Leather couch, love seat and recliner. After about 6 months we started having issues with the love seat. They came out and looked at it and they ordered parts, mailed them to our house and never came back to put them in. Now the couch is having issues. Looks like the frame may have broke in the middle of the couch. I guess we will call again. We had our old leather furniture for 10 years with no issues other than showing some wear. I wish I had just kept it because we will be lucky to get 5 out of Ashley. Update on the furniture: The recliner is now ripped due to a accident. We have the guardian coverage for the furniture but just like last time guardian does everything they can to not fix it. With guardian it has to be an accident for them to fix it, which this obviously is. Guardian quoted something from a 4 page document on why they were not going to fix it and Ashley furniture did not even give us a copy of it. We have all the original paperwork stapled together and all we have is a receipt and a brochure. We paid $300+ for the guardian plan which is a total waste of time and totally useless because they are going to do everything in there power to not help you out and you need something with this furniture because it is junk! read more

Everyone here was so helpful and extremely nice! So blown away with the service and found the cutest bedside tables. Highly recommend to stop in to look for any furniture you need. Thanks Susan, Susie, Tiffany and Judi!!! read more

Delivery guys were great. Showed up on time, were respectful and careful when moving the furniture and setting it up. We feel the furniture is great value for the money. Our 5 year old girl loves her new bedroom! read more

This store has by far the best customer service I have experienced in a long time. They went above and beyond to ensure we were satisfied and happy with our purchase. Shannon exceeded our expectations and embodies the true meaning of making the customer happy. You cannot go wrong with this store and it's remarkable sales people. We would highly recommend them. read more

I purchased a recliner for my mom for Christmas 1 year ago, 850.00 power recliner, now it is broken and they stated it can not be repaired because parts are not made any more for this chair, I contacted the store and they said sorry not my problem , this is not a good way to do business.....I will never buy from there again and I also will tell any body I know not to buy there.... read more

I purchased a bedroom suit at Ashley's in Burlington, NC, it was a floor model $2500+ in very good condition no scratches, when it was delivered there were deep scratches on two of the pieces. When I called to see what could be done, they suggested that I purchase a furniture pen and fix the scratches myself. Sincerely, Not a Happy Customer read more

I recently moved nearby, and was in the market for new furniture! Let me just say that I am just tickled with my new furniture, and that this store has fantastic Customer Service -- which is HARD TO FIND in this day and age! The employees definitely care about helping the customer; they aren't pushy at all, and the experience is very relaxing when dealing with such a friendly and knowledgeable sales staff. I had the opportunity to meet the manager Suze, and she was very helpful in taking time with me to answer all of my questions and help me "create my space." I'll continue to buy my furniture from this store. Thank you for such a positive experience. :) read more