Ashley Store — Local services in Alpharetta

Buyers beware if your purchase requires customer service attention!!

I purchased a bedroom set on July 9, 2023 and was excited to learn that it would be delivered the following Saturday, July 15. My experience with the salesman was great, he even wrote down his cell so that I could reach out should there be any questions or issues (thank God because attempting to have a dedicated point of contact beyond that is impossible!).

The delivery drivers actually showed up early that Saturday, which I viewed as another positive, but here is where things took a turn.

Let me preface this review with this: I fully understand that Ashley Furniture could not control the actions of their delivery team that day, but what they could control was how they chose to rectify the situation that ensued, and here is where they have failed. The sheer lack of communication and disorganization has been appalling to me.

The delivery team brought to my attention that they were unable to assemble the bed, showed me how there were 2 of the same panels, when there should have been opposites for each side of the bed. Made sense, out of their control, right? I was bummed, but he advised that he had taken pictures and made a phone call to his supervisor and that a service technician would be coming out to fix the issue. He said, "it could possibly even be as soon as today if you call customer service." So they went on their way, leaving incomplete furniture and the included tool kit for assembly strewn about the room. I tried the Customer Service number only to learn that they operate Mon-Fri. So then I called my sales rep, and he told me that the notes on my order won't be added until the next day, so there's nothing to be done.

3:30pm that same day, I receive a standard customer service follow up call to confirm that I had received my delivery. When I shared with her that actually, no, my delivery was incomplete, she was shocked and proceeded to tell me that there was no note of this on my file, she would need to reach out to the delivery driver to understand what happened and would call me back.

Never received a call back.

Fast forward to Monday, I call Customer Service and am told that because there are no notes, they do not know which parts were incorrect, so now they need to send a service technician out to identify what is missing.

The delivery driver knew what parts were missing! It's a simple fix with COMMUNICATION! So frustrating! And, by the way, for some reason, the delivery team decided to take the incorrect parts with them on the truck.

So now it's 9 more days until the service technician can come, nobody communicated with me on day or time when it was scheduled so of course he shows up while I'm in work meetings. He tells me what I already know: the incorrect parts aren't here so he to make his best guess on what parts were needed. He also couldn't believe the state that the delivery team left the room in. He said he had spoken with a supervisor and someone would be contacting me within 24 hours.

Never received a phone call.

Now I call Customer Service again and demand to speak to a supervisor. I hold for 25 minutes and am connected with Coralee. She advises that the best option is to issue an exchange so that they can bring an entire new bed with the correct components. FANTASTIC! Better yet, she follows up with me as promised the next day and confirms that the delivery will happen that weekend, Aug 5.

By Aug 4, I hadn't received my automated call letting me know delivery window time, so I call and learn that my delivery is now scheduled for Aug 26.

What?! Again, never received a phone all or any communication.

So here we are, I had reached out to my sales rep on Aug 4 as again, he is the only person I can speak to live consistently, and he assures me that he's sent my info to the GM of the store, Brad Pitts, and that he will reach out to me that day. If I don't hear from him, I should call the store.

I SHOULD NOT HAVE TO HUNT DOWN CUSTOMER SERVICE! Call me back and talk to me about how you're going to...

I purchased a dining table set from them more than 3 weeks ago. When it got delivered to my house, the delivery person couldn’t put it together because the table was defective - it has multiple issues with it and can’t be put together. He left the table in my house (unassembled on the floor as you can see in the picture). That’s when the nightmare began. I called Ashley furniture and they said they will send someone out on a specific date between 3-7 pm. I waited all day. The person never showed. I called Ashley furniture. After multiple attempts, they sent out another person. This person came with nothing and told me my table was defective (he accomplished nothing). Since then they sent me an email saying they will replace my table (even exchange). 2 more people came out and each time they came out with wrong items and never brought the replacement table. Despite 4 people coming out to my home, I still have a defective, unassembled table in my home. The latest customer service person keeps telling me they want me to wait 2 weeks so they could deliver some new hardware (screws) and then I have to call them again to schedule someone to come out to fix the table. The issue is: the entire table is messed up - it’s missing pieces, the holes don’t align properly, the screws provided were incorrect, etc. Getting screws alone isn’t going to fix this. They know that. They already sent me an email letting me know they approved the exchange of the defective table for an entirely new one. However, due to their incompetence, they never send their people with the actual table. All they do is schedule people out who have no idea what they are doing. And I am back in the same situation. At this point I’ve had 4 people come out to my house and still no resolution. They refuse to take the table back. The customer service people refuse to allow me to cancel. They keep forcing me to reschedule. I went to the store where I purchased the item. They said their furniture has a no return policy. I explained to them the situation I am facing. They told me it’s going to take several days to give me a refund. I have lost trust in this process. I don’t know if they are telling me the truth or just stringing me along like Ashley furniture has been doing. Thank God I purchased this with my credit card. I am obviously getting my money back because I am going to dispute this - there is no way I should have to pay an insane amount of money for a defective table. But I am drained. I have never had a worse experience with any company in my life. I implore everyone to review this experience and think about shopping with Ashley. I will continue to share my experience with everyone I know. Not a single person I have dealt with at Ashley Furniture has been willing to help me. Even my salesperson who seemed so nice to the day I was buying the furniture wouldn’t even spare a few minutes to help me despite this horrific experience. I am appalled at how this company thinks any of this is ok. So I googled Ashley Furniture and I realized that a news station covered a story about Ashley Furniture’s lack of customer service. This is happening to many people. I should have googled them before I bought...

Beware before purchasing the WARRANTY FROM ASHLEY

We bought a table from Ashley and the sales person sold us the 5 year warranty plan. She said that if ANYTHING happened to the table, then the warranty would cover it and you even get one full replacement during the 5 year time period if the table is completely broken.

Fast forward 2 years, we put a claim in because the top of the table was flaking off. A man from the warranty company came to the house and said he has seen this multiple times from the same table and that the table was not built properly. He said the table wasn’t made with enough primer before they put on the colored paint. This is causing it to flake and come up. He said they would have to replace the entire table top.

2 weeks go by and I still didn’t hear anything since the visit from the warranty company. I called the Ashley furniture claims department and asked for an update. The lady on the phone said the claim had been denied. I was shocked. She said that since it was a manufacture defect, it wasn’t covered in the warranty. I asked what was covered and she said if we had a stain or a scratch, then they could cover it under warranty. That is not what we were sold in store. Typical car salesmen mentality.

I would highly advise against buying furniture from the company. Almost all furniture we have bought from Ashley has had problems when we have put it together or wear and tear. For example, drawers with mild use coming loose. Fortunately, we have always been able to fix it ourselves. This is the first time we have utilized the 5 year warranty package and have been shocked at the scam we have been sold. You would get the same quality and better service if you bought from Ikea and even pay less.

I’ve purchased a full kitchen table set, complete bedroom set, 3 piece couch set, and bar stools. The barstools screws they sent were the wrong size. Drawers on the bedroom set are falling apart already. (Pictures attached) Everything has had little defects but I figured well the warranty will cover it. I was wrong. I feel scammed. And we have been sold the same scam multiple times for different products we have bought from Ashley over the past couple of year. If this is the few salesmen I have had, or their company policy to teach them these filthy sales tactics, something needs to change.

I will warn those reading this, the furniture looks great when you buy it, but does not stand up to time. Spend more on better quality furniture elsewhere or go to ikea and know exactly what your getting. And most importantly find a company that stands behind their product LOL…

As for us, Ashley has lost a customer. What would have cost Ashley less than 100 dollars to replace/repair has now cost them the thousands we would have spent...