Ashley Store — Local services in Stonecrest

Do Not shop at this Ashley Furniture store or any. I purchased a bedroom set and a sectional sofa. When I ordered my furniture, Ashley stated it will take 2 weeks to build then delivery. Two weeks came, I received 2 nightstands with 1 damaged and not functioning properly, dresser damaged, sectional sofa that was fine, and NO bed frame which they stated was on backorder. I had the delivery guys take the dresser back and I told them to take the 1 nightstand. The delivery guy stated I should keep the nightstand because Ashley is only going to fix it and send the same 1 back. The biggest mistake I ever made was keeping something that was damaged. Two weeks go by, I am expecting my remainder of furniture to be delivered since Ashley gave me another 2 weeks. Received a call 2 days before expected delivery, the representative stated she was sending someone out to repair the 1 nightstand and did not mention on the call about delivery of other furniture until I proceeded to ask. She apologized and stated my bed frame was still on backorder. I told the representative that I did not want anyone coming to fix anything at that time and that everyone should come on the same day as delivery since I have to take off work to be there. After a few weeks, still no call from Ashley to confirm my delivery. I called and furniture still on backorder. After 3rd failed expected delivery, I called Ashley to request a refund on everything except the sectional sofa. Ashley customer service claimed that the Ashley store in Stonecrest had to start the refund process. I spoke with the Stonecrest store, they claimed someone in business would have to contact me to start a refund on another day. I waited a few days and called back. They claimed there was a case number, and I had to wait for their call. The next day, Ashley proceeded to call me to tell me that they can deliver all my furniture on September 4, 2024. I informed them that I was in the process of getting a refund on furniture I never received and returning furniture received that was damaged. They stated there was no need for the return since everything was ready. I told them I am not accepting anything, and I was already upset that I have spent thousands of dollars on furniture that I have not received or was damaged. The next several days Ashley kept sending me many texts, calls and emails stating furniture is ready for delivery. I spoke with someone at Ashley warehouse and told him that I will not be receiving any furniture. The warehouse person informed me that a message was placed in the system that I no longer wanted the furniture. I finally got someone on the phone at the corporate office a few days later that told me my case is still pending on refund. I called corporate again a week later and this time someone started my refund on the furniture I refused. I asked about the nightstands. I wanted a refund since I did not want to keep them if they go with a bedroom set, I don't have completed. She stated that the case is still pending since I accepted the furniture in my home. It has been several weeks now, I called corporate again today 10/1/24 to speak to someone. He proceeds to tell me there are no returns from any Ashley stores except for online purchases. I told him if that was the case, why do I see on Ashley's website that I can return items within 30 days if not satisfied. Mind you, I requested the refund within the period and the representative proceeds to give me a case number. Throughout this 2-month period, I have learned a valuable lesson that I will not purchase anything at Ashley’s furniture. I believed the Ashley's store in Stonecrest knew before I confirmed my order that items were on backorder. I believe the salesperson was only thinking about making a sale and he could care less about the inconvenience placed on the customers. I will tell every family member and friend to spend their money somewhere other than this company. I have had the worst experience for a 1st time home buying who wanted to splurge on some new furniture. Still waiting to...

On March 27th my husband and I found the sofa we wanted and informed Christian who had greeted us. I needed to check the measurements at home and told Christian I'd be back the next day especially since the item was in stock and could be delivered that Thursday. He asked if we’d be interested in a payment plan, which we were not as we were able to pay in full for our purchase. I came back the next day and told Christian we’d like to proceed and even browsed for more items. Christian and I chatted about how slow his day had been and as I completed my order I stated, “I hope this purchase made your slow day worth it.” He agreed it did and made sure to tell me if I had any questions or concerns that it would be best to call the store or come by in person and not call customer service for quicker assistance. He also stated that I could cancel the order any time prior to delivery, but once the item was delivered there was no way to cancel. Seems very fair to me! Less than 24 hrs later they were having a “Spring Sale” with an additional 10% off. I called the store to get the price match. I held for so long that apparently the line went to corporate customer service. Arshiana was the rep and I told her about the price change, she immediately placed me on hold and called the store to have them update the price and issue a return. She issued a case number and said I should receive an email momentarily from the store customer service. She also stated that if I wanted my refund quicker it would be best to go into the store. I received the email Arhsiana mentioned the next day from Rhea with a different case number referenced and stating that the refund could take 3-10 business days but may come sooner. However, she also stated if I would like to expedite this process to bring the original form of payment to the store and they could process it right way. After hearing Christian, Arshiana, and Rhea state that it would be best to come in the store for quicker service and there being two different case numbers, I decided to make that ride again on the Wednesday before the sofa was delivered. I believe the young lady that assisted me was Jamila. Sitting next to her was Rhea who agreed she’d emailed me earlier. However, another woman who looked to be a little older than them sat behind them munching on something and said to them I couldn’t get the price match until Saturday. They then stated the same thing to me as if I couldn’t hear their conversation. Well, that didn’t make any sense to me, and I asked why Rhea’s email stated to come in the store for expedited service. The older of the three said that’s what would have to happen, and I’d have to wait until after delivery. Once again, that didn’t make sense, so I asked for a complete refund. I’d prefer my two thousand plus over the two hundred if these are the issues I’m going to have. She said that was fine and instructed the young lady to process it. In my opinion she informed them of this because she thought I was on the payment/finance plan. In their words, this would be a “hit” to Christian, so the older of the three called Christian over but went and met him to discuss. Less than five minutes later she was back and once again directing the young ladies like I could not hear their conversation. Christian apparently instructed her to do the price change and give me an additional $100 off. Jamila reiterated that statement and I declined. I don’t understand how something that could not be done less than five minutes prior could now be done with an additional discount. The lack of customer service and assumption made me not want to do business in the store. Christian never came over to greet me again and walked past me twice while they completed the return. I can say Jamila was kind while speaking but the young lady with the faux dreads and light eyes started this issue and Christian solidified it for me. Poor customer service caused the issue but I was able to order my sofa online for $500 less than...

On Oct.24, 2023 I came to Ashley Furniture store located in Lithonia, GA. I had been in there prior to look and was met by a sales representative name David. He told me to take pictures of everything that I wanted and when I came back in we could order the items of my liking and get the process started on purchasing them. I stated that I was paying with cash but wanted to build my credit and David stated to me to apply for Synchrony Bank line of credit through Ashley Furniture. I agreed. My items totaled $29,547.38. I was approved for $2,500 line of credit from Synchrony Bank and David stated not to worry we can get an increase in credit, his exact words. I wasn't approved for an increase. What he also, did not convey was that for an increase they would have to run my credit again. I was very upset about that and spoke to him letting him know that I didn't appreciate that information not being communicated properly because I wouldn't have moved forward with that process had I have known that's what they had to do.I stated to him he was about to lose a customer. His manager Lisa stepped in to assist him because she seen the frustration upon my face with his customer service.They completed my transaction together and stated that I would receive all of my items on Oct. 28th except for 2 Queen size beds they would be delivered on Nov. 9th.David stated Ashley Furniture Store will charge my $550 to deliver my items and he knew of a 3rd party delivery service that would pick my items up from Ashley Furniture Warehouse and deliver them to my residence for $400 cash. I agreed.On Oct.28th I did not receive all of my items as stated. I did not receive my King bed nor one of my Queen beds, my table was cracked and my daughters mirror was shattered. Along with the delivery guy stating that the Ashley Furniture Warehouse employee stated that my order was a big order and he was the only one working and wasn't going to pull all of items by himself. I called David and informed him of the situation of my items and he stated someone from Ashley would be out the same day with my items and someone would contact me. No one showed up nor the next day. I had one missed phone call from Ashley when I called it back it was the automatic system. I reached back out to David letting him know that I was very unpleased about my situation especially when I paid the amount of cash I paid. I stated that Ashley Furniture has my money but I do not have all my items and what was stated to me did not take place and that was unacceptable. As I waited for the rest of my items I was not updated on the status of my order. I went in to the Ashley Furniture Store on Nov. 8th spoke with Lisa and requested a refund for the items that I had not received and some that I had. She stated that I would receive my refund after the items were picked up on Nov. 10th. I went home and after reflecting over my encounter with Ashley Furniture Store I was in dismay. Then on Nov. 9th I received a phone call from an Ashley representative telling me that another Queen bed would not be delivered on the date promised and that was the last straw for me their poor customer service, how the company conducts business overall, their disregard and lack professionalism. I returned into the Ashley Furniture Store on Nov. 10th and requested a refund on all my mattresses and their box springs also. I was told by Tierra that the Escalation department would contact me by Monday Nov. 13th and if not then come in Store on Tuesday and I would be able to get a full refund. I accepted that information and when I came back into the store which today Nov. 14th I was greeted pleasantly but with unfortunate news that Ashley Furniture Store was not going to refund me my money that I spent on the mattresses. I asked why is it that I've received disappointment after disappointment when it comes to Ashley Furniture. I just want to erase this entire experience and return their items for a full refund...