Ashley Store — Local services in Cumming

I hate writing long negative reviews, but I have no option in this case and as a buyer beware. We have previously purchased multiple items from Ashley totaling several thousand dollars for our home from the Alpharetta store and we had a great experience.

We purchased a powered recliner on 12/10/23 from the Cumming store and it was a terrible experience. I noticed as the delivery truck was pulling out that the cover for the control buttons was broken. It's not really a big deal because it's just cosmetic and easy to fix, but unfortunately the button that extends the foot rest quit working within hours of delivery. I went to the store and spoke with people there including the manager to ask them if they could simply replace the chair. They didn't really seem to care too much and just said that their only option was to enter a ticket with "corporate". I went back a couple days later and asked to speak with the manager again because I still hadn't heard anything. He wasn't there but the people at the desk said they would have him call me. He finally did a couple days later and left me a voicemail saying that they can't do anything in the stores to help me, and that we have to wait for "corporate" to handle it. So now we have a broken brand new chair in our home that the store manager is powerless to do anything about at this point...

After multiple calls to Ashley (with conflicting information saying it would be repaired or replaced) we finally got a technician to come out weeks later to replace the control panel. Guess what, the foot rest still doesn't work! I asked the tech what happens now, and he said we can try to ask to have it replaced or returned, but they will probably fight us on it and will insist that they send someone out again to repair the brand new chair. A few days later a big box shows up from Ashley that is apparently a new motor for the chair and I receive a call saying that they have scheduled a tech to come out in 3 WEEKS to attempt another repair. Finally today 1/24/25 (a month and a half from the delivery date) we finally have a working "brand new" chair. It's truly sad that we had to go through all of this because the store manager has no power to resolve a situation like this. The simple response from Ashley should have been; "We're really sorry about that. We will send someone out with a new chair and take away the broken one", but decent customer service is just not in their playbook. We won't be buying anything else from Ashley after...

I would never buy from this store again. We went from happy customers leaving the store to dealing with an absolute nightmare from start to finish. Don’t bother raising any issues to the store manager Ashlyn, she couldn’t care less.

We loved working with Kyle at first and had planned to come back for more furniture in a few months, but we will never come back. We received half of the wrong couch upon delivery which we were told it was ordered incorrectly in store. Our delivery workers were also so high that the smell lingered in our house for hours and they built my furniture incorrectly to the point it was falling apart when we tried to move it. I attached a photo of how they left my house the first time, couch pieces everywhere, my entertainment center thrown together that nearly collapsed trying to shift it towards the wall, and trash left for me to remove. They didn’t even put the top piece on my center that connects the pillars together.

We had to schedule Ashley Furniture to come out 5 times for various pieces missing, delayed deliveries, unprepared and unprofessional technicians.

Ashlyn at one point said, “I can do an even exchange for the piece because if I order another door for you there is a 50/50 chance that they will deliver the wrong piece.” How can there be that large of a potential discrepancy with furniture being ordered? She was the one who ordered the wrong piece!

On top of all of that, I asked several times about when the payments would start and was told over and over it would be 30 days from final delivery which was not true. It is from the first, which makes more sense. We would have been fine to pay, but they wouldn’t tell us when the payment was and we kept asking for the account number to set up automatic payment and they said the statement would be mailed. It was mailed but not until AFTER the first payment. I called Ashley Furniture for the account number twice and they said to call Synchrony and Synchrony said to call Ashley. So my credit took a hit for missing the first payment because of misinformation and lack of any care to bother helping.

I work in customer service and sales myself and I have never been so disappointed and angry with a group of people. They bragged about Ashlyn being the youngest store manager in Ashley Furniture history when we first purchased our furniture. I can say her lack of customer services skills definitely show that.

Do yourself a favor and do not bother...

Bought over 5000$ worth of furniture a kitchen table 4 bar stools a bed frame and box spring a tv entertainment center two end tables and a coffee table and a pull out couch sectional. Everything was going good on the delivery then the bridge on the entertainment center the employee building it dropped it and damaged it then the guy said the coffee tables are nowhere to be found hill have to check with the warehouse then the worst of it my pull out bed sectional half of it is light grey the other half is dark blue. So he calls me into the room before there done says the bridge was damaged it’s already been noted to be replaced then that the coffee tables when Ashley’s assured everything was accounted for to be delivered that same day is saying it’s on back order then the guy says that he’s got the right other half of the sectional in his truck but it’s behind other deliveries and they can’t get to but would return in a few hours after another delivery in the area but that he’s contacted his boss about the situation and it’s been handled cleared and noted. He said Ashley’s will contact you in an hour to ask about the delivery never heard from them and the delivery guy never returned fast forward a day then two days never received a call an email a text nothing after contacting Ashley’s several times about the situation getting transferred to several different contacts always getting the run around that someone will contact you shortly in an hour the next day etc nothing until the 72 hours for returned items was up even though there site says 30 days for non damaged items we continue to stay in contact that it needs to know be escalated to corporate we’ve had to take pictures of the couches the number correlated to each piece to send in. This doesn’t make sense on how a business is basically allowed to scam people so often with the same type of stuff everywhere you look you see people with the same or similar situation either the company is doing things shady or they need to investigate there delivery and warehouse people this should...