Ashley Store — Local services in Newnan

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I went in first last week to shop around a bit. Devon gave me his card when I was in first. He was helpful and pleasant. When I came back in June 6th, I had shopped the other furniture stores in the area and decided on what I'd wanted to buy. Austin was going to assist us.

Austin was pleasant, but I don't think it was his day. He told us first that all the items would be delivered and included on the protection plan. Then, it turned out one of the set pieces had to be delivered at the end of the month. Okay, but my wife asked if it would still be covered by the protection plan, which I'm glad she asked. It would not be had we proceeded with that option.

This was taking awhile, but we finally got to the point where we concluded that as long as I pick up one of the pieces myself at the warehouse in East Point, I can ensure they're all included on the protection plan and on the same ticket. Okay. I'm somewhat annoyed by now, but fine. I'll have the main two pieces on the 11th, and I'll have the last one at the end of the month.

The paperwork process was painfully long, exacerbated a bit by Austin forgetting to collect my down payment until we were done with the first set of paperwork. So, we redid that portion. I see in my paperwork after-the-fact where it says the delivery could be delayed due to product delays (poorly communicated Ashley Furniture), but I was assured those couches would be here today in-store. The word "definitely" was used. Either way, we almost made it out to the car before Austin and a manager caught us in the parking lot to sign paperwork we'd forgotten. Two hours later, we finally made it to our car. Okay. Great. Done.

Yet, today is the 11th, and the couches won't ACTUALLY be here until the 13th. Again, I get product delays. But I was not told that was even a possibility. I read it in the paperwork, maybe shame on me. But now I have no couches, as my old couch is now gone in preparation for today's new couches.

TL;DR: All to say, if the process had not been done and communicated so poorly, I'd be a lot less frustrated with my lack of delivery today. Having to call customer care to discover what's going on is a poor process for communicating with customers. There's no other way to track. And having to have basically audited what Austin was doing in store as it was happening to ensure we were actually getting what we were told we were paying for (and paid for) has left me with less trust that I'm getting what I paid for now that it's the day I was told I'd "definitely" have what I paid for and do...

We live in Bermuda and had built a home in Georgia. Went with Ashley since they are the Largest. Huge mistake. Being the largest means 1 thing. Customer service is not going to be a priority. Although the folks at the Newnan store were great, that’s where the positive review ends. They seem to cater to the needs of their warehouse and not the customer. We moved in to our home on the 11th of August and slept on the floor until our furniture was delivered. There is definitely a disconnect between the store and dispatch.

We ordered and paid for approximately $40,000 worth of furniture in June and only 3 pieces were not in stock. By the time we moved in we needed 4 separate deliveries the last of which was the 1st week of September.

All during the delays, I called customer service and they were absolutely no help. Promises made by your stores are ignored by customer service and your delivery team.

This was absolutely the worst experience I have ever had and will never purchase from them again. I’ve given other reviews on email requests but this is truly last I want to discuss this. Purchasing a home is stressful enough with out be given the amount of aggravation we had to endure from your company.

After looking at the responses from your customer service department to other negative reviews, it seems your company doesn’t get it. Doing something for a customer after a negative experience with you should be automatic. An apology and stating please email us back if there’s anything else you could help us with is very shallow.

Now to add to the level of disappointment with this company, we paid for the protection plan. We just figured if we were going to spend 6000 on a sectional we should cover it. The reclining portion of the sectional broke. We called on Monday and was given a technician arrival date of 9/30/22. We were also informed that we would rec a call with arrival time 24 to 48 hours prior to the 30th. When I called today the recording says “We see you have a technician appointment scheduled for 10/7. How is it possible that this company has stayed in business with this terrible customer service...

Well, things seemed to go very well the first day we were there. We decided on a new living room furniture set, new coffee table, and a new rug. It turns out the coffee table and the rug were discontinued, so they would not sell us the coffee table unless we took two end tables, which we did not have room for, as well. They gave us the rug at a discount, but we were told we would have to come pick it up ourselves within three days. Never said anything about a time other than the regular store hours. So the only day we could make it with an adequate car was the third day, and as we were leaving the house, we spoke to a woman at the store who said it had to be picked up by four pm. This was news to us, since no one had ever relayed any information like that to us. We thought that as long as we got there by the store closing, we were fine. So the woman in charge of pick up had to get the delivery guys to leave it at the front of the store before they went home and we had to rush over there to try and make it by five - from Carrollton to Newnan at rush hour.

Also, the 1st day we were there, our salesperson asked if my boyfriend wanted to run his credit to save time the next day, if he decided to finance the furniture. He gave her his information and was approved, but made sure to ask before we left if he could still just put it on a debit card and not finance it. He was told yes, that's perfectly fine.... and that's what we ended up doing. Paid in full the next day on a debit card, AND HE STILL ended up receiving a letter and credit card in the mail for his new account from Ashley furniture that he did not approve or request. NOT HAPPY. His credit is fine, but he paid in cash on purpose because we are still in the market for a new mattress, and he wanted to finance that.

So in summary, lots of discontinued items sitting out on the floor, lots of miscommunication about pick up times/days, and if they run your credit, expect to get a credit card in the mail, whether you asked for it or not. Oh, and our furniture won't be delivered for a month, so...