Ashley Store — Local services in Athens-Clarke County Unified Government

We purchased a love seat Item #3990596 and a sofa item #3990587 on 02/19/22 with the extended Premium Protection Plan from Ashley Home Store in Athens, GA. They delivered the items, but the love seat was damaged upon arrival. They replaced it with another. We noticed after the first months of use; the cushions and seat suspension began to collapse and we could feel the side boards in the seat suspension. 02/10. Prior to the one-year warrantee expiring we contacted Ashley Customer Care and received a Claim Case #783-2651. 02/13. We received an email requesting photos and serial number of these items. 02/14. We replied with photos. 02/24. They sent a tech out to investigate our complaints. The two techs, Nick and Ben, confirmed our issue and said that they would have to be replaced. 03/01. We had no response and due to the lack of quality manufacturing of these items we requested by email for a reselection. 03/13. There was no reply and another request for reselection was sent. Received reply from Tammy at Ashley via email. 03/14. We sent an email and tried to reach Tammy by phone with no response. 03/15. We received an email stating reselection could only be done in the first three days after purchase. Obviously, our issue didn’t occur in the three days. Ashley suggested we contact the extended warranty provider. We contacted the company, and they responded back on the same day stating that this was not covered by their plan. 03/21. We contacted Ashley and then they sent a second tech, Shenna, to inspect the items and she concurred the same results. She took pictures and she submitted her report. 04/01. We received a reply from Ashley that they were working on a resolution. 04/05. We sent an email after the second tech confirming the issue and reinstated a request for a reselection. They stated a reselection was not an option according to their policy, we requested them to pick up the units and give a full refund. 04/12. We received an email from Ashley stating they were bringing out another set just like what we had and it was delivered 04/21. The love seat was damaged upon arrival, and they took it back. They exchanged only the sofa. 04/24. We had made it clear we did not want another set just like what we had. We have not received a call or email about resolving our current situation. Again, a request was made to pick up the furniture and refund our money. There has been no response. 05/03. We spoke to Ledford with the Customer Escalation Department, and he said I would be receiving a call from Whitney the Manager. We have not received that call. After all that had been done, we received a request for photos after two teams had already come out and inspected the products. Another request for a full refund was made via email on 05/03/23. 05/08. Stopped at the store where we purchased the furniture and spoke with Erwin, the manager. He stated that he would send an email and try to get a clarification on resolution and call me back. No response from him. I called and left a message and he did not call me back. 05/15. Erwin stated that he had received no response from the corporate, and suggested I call corporate Customer Care and I quote “Raise Holy Hell” with them to get my refund. He stated that he has no authority or input on these matters after the sale. This is an indicator of their lack of customer service. 05/05. Received an email from Ashley Customer Care and they offered $180 credit off original purchase price and in exchange they would process an even exchange for the love seat. 05/18. We responded back to their offer. After another request was made for them to pick up their sofa and love seat and refund our money. 05/24. After several attempts to reach them by phone and email there is still no response. This summary was emailed also and asked to forward to Customer Care. 05/28. We received the same computer-generated message for an even exchange or $180 for each piece or an exchange of another just like we already have with...

This is the third time we’ve ordered from Ashley, but the first time buying in-store. I guess it doesn’t make a difference seeing as we had the same experience all three times. Initially, when my husband had spoke to one salesman, he had quoted him a price for everything and my husband told him we would come back later to purchase. The salesmen said that he gave all of the information to Elizabeth and that she will have all of the info. We got there, Elizabeth was expecting us but when going back over the order, she had taken it upon herself to take off any discounts and add and extra $1,000 to the price we agreed to pay. Of course, we caught this and told her no. We bought an entire bedroom set, all supposed to be delivered on 12/20. It’s 12/21, and all we have is a bed. Elizabeth, the associate we worked with in-store “assured” us that what happened the last two times with the delivery wouldn’t happen since we were buying from the store instead of online. (This was after telling us we should buy a protection plan because their furniture is “not high quality”). Cut to me taking a day off of work just to be home for this delivery. We received an email the night before to confirm our delivery, everything was listed, all was good, we have a time window. The next morning, we get an email allowing us to track the truck, I checked it, three things were missing. I wasn’t too worried, maybe it was a glitch. They’re “supposed to notify you” if they aren’t going to be able to deliver everything. The delivery guys show up, start setting up, my husband comes home. We find out one of the pieces they were delivering is broken, that’s fine, it happens, we’ll get a new one. The delivery guys then tell us “oh, the dresser and (2) nightstands are on back order, they were supposed to let you know they wouldn’t be delivered”. (The delivery guys were great, by the way.) Cue my husband calling the store to find out what’s going on. We weren’t notified, we were “assured” that what happened the last two times (waiting two weeks for a delayed delivery and getting everything in separate pieces, unable to assemble the furniture until the rest of it comes in.) wouldn’t happen since we bought it in store. Well, here we are, the next day, no furniture, no clue when it will come. The broken one is supposed to come in on 1/2, which is great since this is a Christmas gift that the associate we called in the store said would come on the 23rd along with the other missing furniture, but currently, we’re facing having to take extra time off of work to accommodate this. We find out that the missing pieces are in fact in the warehouse and not on back order. I’m wondering why they couldn’t be delivered in the first place? We have been following up with the store for updates, and every time hear “they are looking into it”. My husband called 3 times with no answer but yet then I call, a number that is not in their system, and magically they answer. This place works so hard to sell you on every little thing they can, but when it comes to following through on a $2,000 purchase, they’re nowhere to be found and impossible to get ahold of. We’ve paid for this furniture, yet we have no idea when or if it will arrive (they made damn sure to take the money from our account before they confirmed the order, though). I’ll make sure to warn everyone I meet away for Ashley Furniture, and will never be buying from them again. Everyone working there should be ashamed of themselves.

Update: my email meant to solve the problem has been ignored, it’s 12/24 and still no furniture. We’ve had nothing but empty promises and people lying to our faces about what’s going on. Still no resolution and zero transparency since the system now shows that we have no order...

I placed an order in store on 11/25/24 and it was scheduled to be delivered on 12/11/24. Upon arrival I was informed that one item was on backorder and I would be contacted for that to be scheduled. Upon assembly of the other items there were missing parts. I was told I would be contacted for those parts to be delivered. The backordered item was rescheduled for 12/18 and then shortly rescheduled to 12/20. On 12/20 during the delivery window I received a call that it was not at the warehouse and therefore needed to be rescheduled. It was then rescheduled for 1/2/25. On 1/2/25 I received a call during the confirmed delivery window that it was not at the warehouse and needed to be rescheduled to 1/8/25. At this point I went to the store to discuss what was occurring. I was informed by customer service that the item was discontinued and it was unlikely I would receive it. The store manager then asked the customer service representative to contact the warehouse and find out whether the item was in the warehouse. I was informed that I would be notified if it was at the warehouse or if a refund needed to be processed. I never received a call back. On 1/8/25 during the delivery window I was informed that it was not at the warehouse and needed to be rescheduled to 1/16/25. I went back to the store to find out what was happening and was then informed by the store manager that the notes actually indicated that the item along with an spare had been at the warehouse the entire time but for whatever reason wasn't loaded on the truck. On 1/16/25 the item was never delivered and I received no call about it. I called store to ask about it and was informed that the notes stated the item was damaged at the warehouse. At this point I asked for a refund. In addition, I never received a call about the missing parts for the other item and when I called I was told the order was never processed and I needed to submit the serial number to have the parts ordered. The next day the items arrived to be assembled, no one called me or informed me this was occurring. I then got an email about which parts were missing, where I then informed them the parts had already arrived. I also noticed that there were additional parts missing from another piece that was assembled. I asked the store about this and they told me I would receive an email within 72 hours to have those parts ordered. I never received the email and ordered the parts directly from the website myself. On top of all this, I was receiving emails to my email to confirm the delivery and then suddenly I stopped receiving the emails and the emails started going to my husband's email, which was not. linked to the account but to my phone number from an order placed over 10 years ago. When I asked why the emails stopped coming to me suddenly (the email I provided when placing the order) they couldn't provide an answer. It has been impossible to get someone on the phone to discuss...