Ashley Store — Local services in Kennesaw

If I could give this place zero stars, I would. Back in March, I purchased a bed set from Ashley Furniture at the Kennesaw location. The sales lady in-store was kind and professional, but from the moment I walked out, the experience has been the absolute worst I’ve ever had when buying furniture.

I hired movers and spent hundreds of dollars to clear the space and make sure my bedroom was ready. When Ashley arrived, I found out—only then—that the chest I ordered was on backorder. If I had known that in advance, I would have planned things differently and only taken one day off of work.

Then the rails for the bed arrived without any hardware. I had to send them back. The delivery crew didn’t want to haul anything back downstairs and pressured me to let them return after their shift with the hardware from the warehouse. I didn’t trust that and decided to call customer service while they were still there to make sure I was rejecting the right items. They didn’t wait for me to finish my call—they just abruptly left, saying someone else could come back to put together the nightstand. While still on the phone, I noticed the dresser they delivered was damaged. I tried to get the team back, but customer service said there was nothing they could do. To make things worse, they left debris and hardware in my driveway.

Later that day, Ashley Homestore called me. I explained everything to a supervisor who was completely dismissive. They scheduled a technician for the dresser and supposedly rescheduled delivery of the rails—though I honestly lost track because I had to call so many times.

I took a second day off of work for the technician, who was supposed to come on a Saturday morning. Midway through the window, I missed one phone call—no follow-up, no second attempt, no voicemail I could return. I couldn’t get in touch with anyone. Later, my backup contact—someone who shouldn’t even be on the account—got a call saying the technician was stuck on the side of the road and I’d have to reschedule through customer service.

I had already missed a morning of work and still had to wait the entire afternoon for another delivery window (1:30–5:30 p.m.). I specifically asked them to arrive before 3:30, because my son was walking the baseball field at the Braves Stadium that day. They assured me they would try to accommodate the timing. I waited until 5:30, missed my son’s event, and the delivery team still didn’t show.

When I was finally driving to the stadium, they started calling—six times. I asked them to stop calling because I was unavailable, but they kept calling anyway.

On Monday, I received a text from a random cell number claiming to be someone directly from Ashley (not a third party), promising follow-up. That was nearly a week ago. I’ve heard nothing since. When I called customer service again, they said no delivery was scheduled and that a technician would come this Friday instead.

I’m a single parent working multiple jobs. My weekend job has already told me I can’t keep missing Saturdays, and I don’t have flexibility during the week. I asked about a refund—but because I didn’t reject the entire set initially, I’m now stuck with a headboard leaning against my wall, an unfinished nightstand, a damaged dresser, and no usable bed, even though I paid $2,000 for a full set.

Lesson learned: if anything is wrong with your Ashley delivery, reject the entire thing. I am now reporting this experience to the Better Business Bureau.

I’ve had better customer service from Amazon, Walmart, and IKEA—not to mention other big-box furniture stores like American Signature, Rooms To Go, and Macy’s. It’s been over a month, and I’m still sleeping on an inflatable mattress.

Spend your money...

Can’t even being to explain how bad this entire experience has been. We bought a new home and chose to use Ashley’s to furnish it. We bought several thousand dollars worth of furniture for our home. We ended up having to pay in two separate transactions. Could get most of our items very soon, but supposedly a small portion could not come until later and because of this, we have to do these two separate transactions. At this point, I have no idea why that was necessary because since then we have had to reschedule delivery dates more than a dozen times because everything is on back order and they keep messing up our order; trying to deliver the wrong items several times and even trying to pick up items we never requested a return service for multiple times. The customer service center is absolutely terrible. It’s somewhere out of the US and none of the callers ever know anything about what’s going on. They don’t pull up your order or your account to look at everything that’s been happening. It’s all come down to six chairs that we’ve ordered for our table. We were told two were on backorder and four were on the way. We ended up getting the two that were on backorder and the four we thought we were getting never came. And then the warehouse marked the four chairs as delivered so we then had to spend months trying to correct that issue to get our chairs. But alas, we are still missing one last chair. Finally got in touch with someone from the store. She promised I would hear back by the end of the day which I never did. However, we did get a delivery scheduled notification saying our last chair was finally coming. But guess what? IT WAS THE WRONG CHAIR. Shocker right? I’ve since called back, trying to get this sorted out. Got with the same store associate again who again told me I’d hear back from her by the end of the day. But you guessed it right, never heard back from her. That was a couple weeks ago at this point and I have not had the time nor the energy to follow up with it yet. We ordered all of this furniture in November 2024…. Over 5 months to get some furniture from a department store? Bit excessive. And let’s not forget that every delivery, there has to be an adult over the age of 18 present at the house to accept said delivery. So that’s a dozen or more times having to take off work or find someone else who can be at the house for you. Does Ashley‘s care? Of course not. So please explain to me the need for two separate transactions so we could get two different delivery dates. Mind you we also agreed on a specific payment that day at the store when we made our deposit, but of course that’s not what we actually pay. We also bought under a promo and what they don’t tell you is that there’s an additional fee when you buy under this promo. So the first few months you’ll see additional costs on your bills that don’t make any sense and if you call and try to ask what this is none of them have any idea. And they tell you to contact the bank so you contact the bank and the bank tells you that they don’t have any idea so they tell you to contact Ashley‘s. But of course you’ve already done that so now you’re being charged money that no one apparently can tell you why or where it’s coming from. To this day, I still have no idea why we were charged these fees on our first couple bills. My best guess is that the promo we bought under was like no tax or something like that so they charge you a fee which essentially covers the tax so it’s pointless. But again, I already made the phone calls trying to figure this out and no one could give me an answer, and I had just simply ran...

Great Sales Experience, But Everything After Was a Nightmare

I want to start by giving credit where it’s due — William Williams, the salesperson (Kennesaw, GA. location) who helped me, was fantastic. He was professional, helpful, and made the buying experience feel smooth and positive.

Unfortunately, everything that followed has been an absolute nightmare. After spending nearly $11,000 on furniture from Ashley Furniture, the service I’ve received has been beyond disappointing.

About a week before the scheduled delivery, I got a call informing me that one of the beds wouldn’t be delivered on time — it would arrive a week later than originally promised. Then came the initial delivery, which was a mess: • The delivery crew had to be reminded multiple times to assemble the items, remove the packaging, and take away a defective chair — which they repeatedly tried to leave behind, suggesting I have a tech come fix it instead of taking it back. • They damaged my wall, leaving a visible hole and a sizable gash underneath. • I reported the damage right away and was told someone would follow up. I received emails from both Ashley Furniture and the delivery company, but no one has responded to any of my replies.

Today, I received a call from the owner of the delivery company, who told me she’d just “send over a guy she knows” to patch the wall. When I said I’d rather use my own contractor, she offered to “Zelle me some money” to go toward the repair — incredibly unprofessional and not at all reassuring. I am not even sure why I am dealing with the delivery company directly… I understand they are contracted but they are contracted by ASHLEY FURNITURE! I paid Ashley Furniture the $500.00 for the “White Glove” delivery service (nothing about it was white glove), therefore Ashley Furniture should be dealing with the delivery company!

To make matters worse, my second delivery has now been delayed again, and I’m still sleeping on a brand-new mattress on the floor because of it. I was told today that all sales are final unless the items are damaged, so even if I wanted to return everything out of sheer frustration, I’m stuck.

For such a large purchase, the customer service and follow-through have been unacceptable. Ashley Furniture’s “back office” keeps promising to review things, and then I hear nothing. This has been one of the most frustrating and unprofessional experiences I’ve ever had.

Buyers beware — the service ends the moment you swipe your card.

** Update to my original review above:

Unfortunately, things have only gotten worse. My second delivery just happened… and for the second time, the chair had to be sent back. This time, the delivery crew unwrapped the chair in the street and wheeled it across my lawn on a dolly. When I pointed out there was a stain on the fabric, the delivery guy asked if he could try to clean it off with a paper towel and water… seriously?

Then, when I went upstairs to check on the bed being assembled, I walked in to find the team attaching the headboard and footboard upside down. I honestly couldn’t believe what I was seeing.

What’s even more frustrating is that no one from Ashley has proactively reached out… not after the first bad delivery, not after the second, not even after I left this Google review. The only “response” I’ve gotten was the below comment asking me to email them… which I did, and of course, no one has followed up.

At this point, the poor communication, careless delivery, and total lack of accountability is beyond disappointing—it’s...