Ashley Store — Local services in Douglasville

UPDATE Brian did deliver the product with his personal vehicle to ensure my mom got her mattress. My hat off to Brian for doing what the company should have done to ensure my mom received what was paid for and agreed upon terms. I still would not recommend any Ashley store as their corporate environment attitude resonate total lack of care for customers. Original post My mother purchased a mattress in Douglasville store on August 1st 2020 to ensure she is comfortable for upcoming chemo treatments. It was supposed to be delivered on August 21st and after it failed to show up, she contacted customer service. They claimed it was to be delivered on Aug 28th. After my mom explained she was starting chemo and needed it as promised it was arranged to be delivered on Aug 23rd. After truck failed to show up on Aug 23rd she contacted customer service. Customer service confirmed it was on the truck and truck was running late. Then on same call she was told it was out of stock and would not be available till middle of September.

We were able to speak with sales rep Brian on Sunday August 23 2020. He informed me that she would be getting an upgraded mattress and it would reach her prior to August 26 if he had to deliver it himself. I was told I would get a follow up call on August 24th because getting her the mattress was Brian’s and Derick the store manager top priority.

After going around with customer service manager Jay for days and she fully understanding why it was important for the mattress to be delivered as promised she finally got the store manager to respond. Jay also promised to follow up never did to only blame the store and ask if we contacted the store. Problem is you cannot call the store it goes through customer service number.

Derick the store manager finally gets involves August 24th after many attempts of reaching him. Derick the store manager and Brian the sales rep both swore up and down she would get her mattress prior to starting chemo even if they had to deliver the mattress personally. Derick even provided me with his personal cell phone number on August 24th. August 25th I get no follow up call as promised by Derick and when I call his cell it goes unanswered multiple times. Truck did not arrive on time and I spent long hold time with customer service to be sent to Brian and he tells me he is going to get it to me and hung up.

So my mom is still waiting on a mattress and day prior to her chemo 24 days after paying for it and I can not get anyone to commit to...

I was disappointed with my experience. I purchased bedroom and living room furniture. The delivery dates were going to be longer than I wanted on my original selections so I had to chose alternatives. They were coming in at different times, so there were going to be two deliveries. The living room furniture was going to be later than I wanted, but I made the purchase anyway. I then got a call pushing the delivery out further. I got a second call saying that it would be pushed out at least another 10 days. I was not willing to wait that long.

I called the store and spoke with a manager who said that she would work with the sales person that I had originally worked with to see if they could find a comparable set that could be delivered in the same time frame. I asked for it to be done that same day. She said that she would and that she would call me back. By the end of my work day I had not received a call so I went to the store and got a refund.

In the midst of all of this going on the bedroom set was delivered. The knobs to the dresser were not present and I was told that they would be ordered and would not be in for 10 days. I called and spoke with another manager and he said that there was nothing that he could do to get them sooner. I asked him if I could take the ones off of the floor model. He said that I could not, and that he would check on another option and call me back. He never did. I am assuming that he wanted the set on the floor to be aesthetically pleasing, but felt that it was alright not to be that way in my home.

Overall I am pleased with the quality of the furniture at Ashley, but they have work to do to make the process more seamless. I purchased several rooms of furniture from another location approximately one month prior to all of this and also had an issue with delivery. Everything was delivered quickly, but the dining room table was missing a piece, and one of the dining room chairs was not level. I almost had to go through the ordeal of sending it back and having it re-delivered. Luckily the delivery driver supervisor (who does not even work for Ashley) was able to come out the following day and take care of the issues. We spent a substantial amount of money with this company, but just to avoid any further headaches, I do not know that I would order...

November, 2024 I purchased an oversized chaise from Ashley furniture in Douglasville. After having it 2 days I noticed it was starting to develop a curve where I was sitting on the middle front edge of chaise. I called the store and was told they would send someone out to check out the piece. When the technician arrived the curve was noticed and I was told that it might need to be tightened and they would check the warehouse to see if there was a replacement pillow. I stated I bought a new chair and do not want a refurbished or repaired piece of furniture. I was told I needed to go in the store and talk to them. On that Sunday I went to the store and was told corporate was closed and that she would let them know that following Monday. I have yet to hear back from that young lady or corporate. If they had found a pillow what would make me think the replacement wouldn’t do the same thing. Few weeks go by and I hear nothing. Another call is made, spoke with a manger and was told computer said I refused to let them correct the situation (which was not true). So they sent someone else out. This technician turned the chaise over tightened the tension straps underneath and again said they would check warehouse for another pillow. It is now February of 2025 and I have yet to hear from Ashley furniture about this $900.00 item that now has a 4 inch dip down the middle. It’s hard to get out of the dip once you sit. If you try to sit close to the arms you end up leaning right into the dip in the center of the chaise. Two people could easily sit on this piece but the dip makes that impossible. I told them I want them to come and get it and was told Ashley has a no return policy. Even if they can’t/won’t refund my money give me a store credit so that I can get something else that is useful and makes sense of the money I paid for this piece. This was not my first piece of Ashley furniture however it will be my last. I’m highly disappointed in the lack of concern to make my purchase worthwhile. If I could give 0 stars I would. Customers beware.

UPDATE: The store issued me a store credit and picked...