Ashley Store — Local services in Atlanta

Here's a rundown of our terrible experience.

10/14: Bought a bedroom set and a couch from this place the Sales rep was great (Stillman) We were told that we would get the couch, bed, and dresser on 11/1 and then the nightstands on 11/20. We agreed that was fine and waited for our order.

11/1: our order arrived and to our surprise, they brought one of our two nightstands but no bed. When we asked about it our delivery driver said "No one called you? It was broken while loading this morning so we couldn't deliver it." that was frustrating but obviously, I don't want a broken bed delivered so we said okay. That night we called Ashley's customer support to find out when our bed would be delivered and we were told they would call us back.

11/3: We still had not gotten a call back so I called our sales rep who calls the warehouse on our behalf (Stillman for MVP), and got the bed rescheduled for delivery the following Friday. They deliver it no harm no fowl.

11/20: We hadn't received any sort of confirmation email so I called Ashley customer support to find out that the item had been delayed till December 20th but no one had called to tell us.

12/19: Same thing no confirmation email so I once again called customer support to find out that it was delayed again and someone in their system had rescheduled the delivery for 12/27 without contacting us. Due to the holidays, we could not make that work so the next available date was January 2nd.

12/30: We got a call (at least we got a call this time) saying your item is once again delayed and it will now be delivered on January 8th. I told the customer care rep that I was upset and would like some sort of compensation to make up for all the time they had wasted. They put me on hold while they called the store but no one answered. I'm told that they will send the store an email as well as file a complaint for me and someone will get back to me in 48 hours (no one ever did ).

1/8: the item is on the truck (yay!) it's supposed to be here around 4 pm and I wait and wait and wait. At 6 pm a Customer care rep calls me to say they will be 2 hours late. 9 pm rolls around the dispatcher for the delivery driver calls me and says they are 30 minutes. 10 pm rolls around the delivery driver calls me and says he can be there in 30 minutes is it still okay to deliver? I say yes. 10:45 pm still no sign of the driver so I called him back, he said "oh my dispatch didn't call you he called me 25 minutes ago saying everything would be rescheduled let me call him and he can call you" (no one ever called).

1/9: 8 am I got a call from an Ashley customer care representative apologizing for not being able to come yesterday can they deliver it today between 10 am and 2pm? I say yes. Okay someone will call you back with details (no one ever called). At 1 pm I called the customer sales line again and asked where my order was and was told "I'm sorry sir it looks like the driver never confirmed that they could deliver your order today." I asked about why I hadn't heard back from anyone, they said they did not know but would have someone call to reschedule the delivery. I immediately got off the phone and drove over to the store to speak with a manager. The manager (I believe her name was Emma) listened and did that fun thing any of us who had been in customer service roles do of uh huh and oh yeah through everything. Then told me the best she could do is mark it as VIP so it's delivered ASAP. I asked about compensation for all my wasted time and was told they would have to send that to there supervisors, I asked if it could be delivered the next day, no it has to wait two days after being on a truck before they can send it out again. I asked if I could take a floor model and the one from the warehouse could be delivered to their store and was told no. She told me she would send some emails and would call me by the next morning at the latest (she never called)

11/10: I got the call saying that it would be delivered 11/15

11/15: it was finally delivered and honestly I'm shocked...

UPDATE (12/28/23): I'm here to update my review because the horrible experience keeps getting worse. As of now, I've been informed that only the chairs I bought will be delivered on Dec 30th. The table won't arrive until after New Year's Eve. This completely ruins my plans for that night, in addition to everything else that has already been affected. Why on Earth (or should I say, in Hell) did Ashley provide delivery dates they couldn't possibly meet? The warehouse informs me they don't have the item in stock and claim there's nothing they can do. The store blames the warehouse for failing to communicate that the items were out of stock. How disorganized and disconnected can departments within the same company be? Ultimately, both departments pass the problem back and forth, and as a consumer, I bear the brunt of it.

I not only feel I'll never set foot in that store again but also strongly advise everyone to steer clear of Ashley. The seemingly attractive prices and smooth talk are not worth the trouble that follows.

(end of the update 12/28/23)

I recently engaged in a purchasing experience at one of your retail outlets, intending to acquire a dining set comprising a table, chairs, and a sideboard. While your store showcased an array of options, the experience I encountered left me disheartened and dissatisfied, prompting me to reflect on several noteworthy aspects that merit your attention.

Firstly, the discrepancy between the information provided by your sales representative and the actual services offered was disconcerting. Despite initial assurances of inclusive delivery and assembly within the displayed prices, I was dismayed to find an unexpected $199 delivery fee added during the final transaction.

Moreover, the assurance of a specified delivery date of December 27th was altered without prior notice, causing considerable inconvenience. The option to expedite receipt by personally collecting items from your warehouse, as suggested by your salesperson, proved to be misleading, with conflicting information emerging later about the actual availability for pick-up.

This sequence of misinformation was further exacerbated when the promised delivery on the 27th was later rescheduled to the 30th, substantially affecting my plans, including a special celebration for my child's birthday and upcoming gatherings during the New Year.

This entire ordeal has been deeply frustrating, casting a shadow over what could have been a positive engagement with Ashley Furniture. While acknowledging the competitive pricing and diverse offerings, I must emphasize the critical necessity for absolute clarity in communicating service details, availability, and delivery commitments. Relying solely on verbal assurances without written confirmation proved to be a regrettable oversight in this instance.

In conclusion, while I recognize the potential in Ashley's offerings, I am compelled to caution others regarding the need for explicit documentation and clarity before finalizing any transaction. Regrettably, the uncertainties and inconsistencies encountered during this experience have left me hesitant about future engagements with your brand.

Thank you for your attention to these concerns. I trust this feedback will contribute to enhancing the customer experience for others...

I never write reviews but I've had a horrible experience with Ashley furniture overall. My representative, Angela was helpful as she patiently helped my husband and I find the bedroom set that will fit our needs. We just got married and so needed something that will suite our family better. This is the ONLY reason for 2 stars. At the start of delivery everything thing went down hill with service. The techs delivered the furniture but told us the warehouse did not pack the hardware. So they said they had to move on to their next job and for us to call customer service to send someone else out for the set up. Furthermore, when they left we realized they had not added the mirror to the dresser and the drawer to the bed was off track. We made the call and spoke to the person who set us up. My husband called customer service while I called our initial dispatch person who worked with the techs. So my husband got from the customer service line that they would not someone come out until a week later. This was unacceptable seeing that it was an error done by the warehouse or whoever. However, our dispatch lady said she worked it to get us someone the next day. We appreciated her sense of urgency as we had to now go get blow up beds. However, the next day when I didn't get a text with a delivery time I called around 11:30am. I was told again by our dispatch person that someone will call us with a time. Still no call, so by 3:30pm I called again and could not get her even when I gave her name. Someone from the Customer Service line said we were not scheduled for that day, it was the next day. Super frustrated I went back and forth with facts about the situation but accepted that it was now end of day. So today (the delivery date) I called and was told there was nothing on the schedule. I escalated to a manager and was told I would get a call back. The customer service line sounds like it could be with a team in India (and I'm not being funny but didn't think they were local) so I called the store and tried to reach Angela or a manager there. I left message for a manager and texted Angela my frustration. Angela and her manager called me back and said that since my request was made already I had to wait for a call back. I could hear Angela's manager walk away and told her to say to me "someone will call me back". I feel that Angela and the dispatch lady ( I believe her name is Angelica) hands were tied. They tried and I do not blame them for what happened. However, this experience overall has been horrible.Not even management cares about the service delivered to clients. She didn't even take a moment to hear my concern, she simply saw the notes briefly and moved on. Well, in the meantime the customer service supervisor called back and and told me that even today was not on the schedule but has me booked me for Tuesday. She said she can do a $50 credit. I'm sorry but that is nothing compared to everything that has happened and the money we have spent. I told her to please send me the e-mail confirmation b/c both my husband and I are not happy with the service and do not have faith that it has been scheduled. I'm really hoping that something changes internally in the company for all parties to be on one accord. It feels like the dispatchers, retail store, customer service center, and management are all separate and no one really wants to ensure that the...