Ashley Store — Local services in Buford

THEY STOLE MY MONEY! READ THIS BEFORE YOU BUY FROM ASHLEY FURNITURE!

If you value your money and time, I strongly advise against doing business with Ashley Furniture. The quality of their products is comparable to IKEA—but honestly, even IKEA offers better quality.

I purchased the Hennington dresser and two nightstands for $3,000, expecting the promised high-quality furniture. When the items were delivered, it was scratched, the drawers were wobbly, didn’t soft-close as advertised, and actually required slamming to close properly. I immediately filed a complaint, and Ashley Furniture agreed to exchange the items.

For the second delivery, instead of the three men from the first delivery, they sent a man and a woman. The man nearly fell down my 17 steps of stairs while carrying the dresser. This is a 200lb dresser that wound have crushed this man and caused a fatality in my home. Out of concern for their safety, I had to get my father and brother to help carry both the old and new furniture.

Unfortunately, the replacement set was just as aweful. The drawers don’t open all the way, the furniture is scratched, it doesn’t soft-close, and it’s still wobbly. After months of back-and-forth with their customer service, I told them I was fed up. It has been four months since my purchase, and I still can’t use my furniture. I’ve been living out of suitcases while waiting for a resolution. Their solution? They told me to keep the defective furniture and offered to refund what would be the taxes I paid ~$600. When I tried to escalate the issue and speak to the manager of this store, the manager refused to speak with me. This company has wasted my time and money. If you want quality furniture, go anywhere else—yes, even Ikea would be a better choice. Save yourself the frustration and avoid Ashley Furniture at all costs. I'd also like to add that I have NEVER written a bad review, but I am so fed up with their scams and nonsense. I don't wish this poor customer service on anyone.

UPDATE! THEY STOLE MY MONEY:

I have been dealing with this nightmare for over six months, trying to get a refund for some poor-quality furniture that was absolutely not the “luxury, high-quality” product I was promised. The drawers didn’t close properly, they were scratched and damaged on arrival, and they kept getting stuck. After three exchanges, each one just as bad as the last, I decided enough was enough. I was able to get $2,438 refunded to my Synchrony account, but I paid a total of $2,756—meaning I am still missing $318. I have been calling non-stop for two months trying to get this resolved, and NO ONE picks up. I’ve even gone to the store in person three times, and every time, I’m met with employees who have no idea what they’re doing. All they say is that they’ll “send an email to HR” and that there’s nothing else they can do. It has been over two months, and I have not heard back from anyone. When I asked why the $318 was missing, they told me it was the delivery fee, but the delivery fee was only $250 To make matters worse, the actual delivery experience was a complete disaster. It was so unsafe that one of the delivery men almost fell down my stairs with a 200lb dresser on top of him. It was horrifying to watch, and it just goes to show how little care and professionalism this company has. This entire experience has been a joke. They took my money, wasted my time, and refuse to take responsibility. If you’re thinking about shopping here—DON’T. Save yourself the headache. I will keep being vocal about my experiences until this gets resolved, so I can hopefully spare someone else from this absurd business.

UPDATE AS OF 03/31/2024 STILL MISSING MY MONEY!! The email is full so the emails won’t go through. They don’t pick up the phone either. Corporate customer line isn’t of use as they say it’s a store problem and I need to contact the store. Calling the store doesn’t help because they don’t answer and going in person doesn’t help because all they say is “call corporate as it’s a corporate issue”. Again, don’t do...

Nicoletta was our sales rep back in June. She was wonderful and provided great customer service. We purchased our furniture on June 26th 2019 and it was delivered by August 6th. We spent $7446.58 in cash on furniture to furnish our new home. Practically everything was damaged except for the dining room set and server. My damaged furniture issues have not yet been resolved. I have been very patient with customer care. A technician was sent out to look at the furniture. He was supposed to order parts for the dresser, chest, bench and nightstands. Three weeks later still no parts. I called customer care and was told I had to wait for the parts to arrive and they will send another tech out to repair the furniture. A couple weeks later I called customer care to inform them that I had not received the parts, the customer service rep informed me that my work order had been closed so she put in another work order. She said someone would be contacting me with a date as to when the technician would be coming out. I did not hear back since so I called back, again the workorder was closed. They put in another workorder then the tech was sent out without notification, so we were not home. I called again and was told someone will call me with a reschedule date for the tech. I didn’t get a call. I have been going through this since August. It has been 3 months now since our furniture has been delivered. Technician did not follow through; my repeated work orders have been closed without resolution. So, we decided to go into store this past Saturday 11/23 hoping we get the issue resolved. I was supposed to get a call with a date that the technician would be coming out to look at our living room set and also a delivery date for the replacements. I called the store on 11/26 and spoke with Joseph he was supposed to call me back, but he didn’t. I called back in the evening and was kept on hold with no assistance for more than 15 minutes so I hung up. I sent the sales rep a text (she gave me her number when we were at the store on Saturday) letting her know what happened. MY PATIENCE HAS RUN OUT! Below are the details and pictures of the damaged furniture. I was not able to post the video of the living room set. By the way I ended up buying another living room set from Rooms To Go. It is obvious that Ashley will not get this resolved any time soon. The drawers on the nightstands, dresser, and chest do not close all the way they are slanted. The chest is chipped behind one of the drawers which we didn’t notice it the tech did. The storage bench doors are uneven and make a lot of noise. When you sit on the sofa and chair you sink in low. The left arm of the chair will sink in when you put your elbow on it feels like there’s a hole. We are two meticulous adults in our 50s not obese. We don’t have any pets or small children living at home. The living room furniture should be in better shape it is obviously defective. The “Stearns & Foster” box spring arrived with two huge holes on the center it was exchanged but the exchange was also damaged has a tear on the end, see picture below. I have received VERY POOR CUSTOMER SERVICE from Ashley’s Customer Care center and most recently from the Buford Store. I am not at all satisfied with my furniture. My experience with Ashley has been a total nightmare. Don’t waste your...

My stepfather passed away suddenly so I had to find my mother, who cannot live on her own, an apartment in a senior living complex and move her in less than a week. I went to Ashley to buy a sofa and four counter stools for her. As soon as we walked in Eli greeted us at the door and made himself our sales person. He seemed nice enough at first, but it became clear that he was either new or just didn’t know anything about the product or how anything worked. He didn’t even know what material the fabrics were made of. Often times he was on his phone and distracted when we asked him questions… Despite him being more of a hindrance than a help, my mother selected a sofa that she liked and the barstools. Eli checked the stock. He said the sofa was in stock an hour away, but we still couldn’t have it delivered for three weeks. He said the counter stools were not in stock, but we could have them on the same date. The sofa was most important so I asked if I could send a third-party delivery service to pick it up at the warehouse. They gave me the contact for two different ones. I told them I would reach out and if I could arrange the third-party delivery pick up for the following Tuesday then I would call back and buy the furniture. They said fine. We were in the store well over an hour because they were so confused about every detail and everything we asked… We had to get the manager Gerald involved. He knew we were calling back to place the order if I could get the delivery settled and he also said this would be fine. The next day I did manage to arrange delivery with one of the services, so I called the store to pay for the furniture. I was then told when I called that in fact, I could not place the order over the phone and I had to come into the store to pay for it. I explained to them that I was over an hour away and did not have time to come all the way back over there because I had my stepfather‘s memorial service and then was moving my mother the next day. I just needed to pay for the furniture I’d picked out - which they said was possible the day before. Gerald was not in the store so I was put on the phone with another “manager”. She was very rude and basically told me too bad too sad. These people are not at all interested in selling furniture. Luckily I happened to be close by the Athens, Ashley location so I went to that store where they were lovely and I was able to purchase the sofa and stools. And guess what!? Turns out the counter stools were actually in stock so I was given misinformation about that by Eli as well. I was able to get the sofa and stools all picked up and delivered when I needed them. That said, it is impossible to get in touch with the Ashley warehouse when you call. I was told I had to call them to release the furniture, but I couldn’t get through. Again luckily the team at the Athens, Ashley location was able to contact them directly for me and arrange it. So the bottom line is stay away from the mall of Georgia Ashley furniture store. They are incompetent and made an otherwise difficult time even more stressful. If you want Ashley go to Athens and...