Ashley Store — Local services in Vinings

GREATNESS in plain sight!

I had a great experience because of a sales associate named AMINA. She greeted me when I first entered the store with a huge smile and a friendly demeanor. I was about to go searching on my own but I decided to take advantage of her willingness to help me find the items I needed most. She asked me what my needs were and she immediately began punching in data on her computer pad to locate the items that I saw online. She helped me to find those items I wanted most and confirmed that the price would match what I saw online. She wasn’t overbearing at all, instead she was ready to help me at any moment that I needed her expertise. She answered all of my questions and even honored my request to allow me to walk around the entire store on my own to get an idea of what items I actually wanted to buy. She obliged my request and told me exactly where she would be when I was ready to resume speaking with her. She didn’t hover over me at anytime, allowing me to think alone and talk to myself while I pondered what I wanted to purchase; I loved the courtesy that she gave me by allowing me to venture out on my own without any pressure. Once I was done searching and thinking, I looked in her direction where she said she would be located (which she was), she immediately locked on to me and came over to help me, I felt like I was an important person because of her pristine customer service towards me. I made up my mind and proceeded to finalize the sale. She offered me a Veteran’s discount as well as being accurate of my delivery days for the sofa and loveseat. Finally, during the payment process she was courteous and conversed with me the entire 50 minutes that I was in the store. She addressed all of my questions and even offered solutions to many of my concerns. I must admit, it was refreshing and encouraging to interact with a sharp, intelligent, professional, positive, focused and classy young woman. I stress this because I’ve been on the other end of having someone assist me with a purchase and wasn’t passionate about their job, wearing it on their sleeve, on their phone, uniformed, aggressive in their sales approach and had no genuine smile or body language that was inviting! I am contrasting all of this to highlight what true excellent resembles so that AMINA is praised, appreciated, valued and hopefully will be considered for an advancement within the company due to her pristine customer care of me and all the others before me and after. To Mr. and Mrs. ASHLEY Furniture, I’m talking directly to you, you have a superstar in the making, recognize her, understand that she embodies everything a successful company would want to help them stay on top and value in their employee. Again, thank you AMINA for being perfect in your job, your excellence is the main reason that I will definitely visit your store again in the...

ABSOLUTE HELL - incompetence, disrespect and no communication

We bought a 4 piece sectional 1/5, a bed frame and a mattress. The wedge piece was supposedly on back order so the first delivery date we were quoted (which was after purchase) was 2/13. Right before this delivery they pushed it back to 2/15, then 2/18, then changed it to 3/13. 3/13 comes and they delivered the mattress and bed frame but the couches pieces were different colors so the delivery drivers took it back. There wasn’t an option for a different color at purchase. It took 3 separate tickets that Ashley never followed up on, people saying we denied the order, waiting 72 hours after a ticket was created for no follow up to make another ticket to finally get a new delivery date of 3/27. 3/27 comes and no one shows up. We get a call at 6pm saying they will be 45 minutes late then nothing else.

The delivery is then scheduled for 3/29 and they show up… but the couch pieces are different colors again. They return the incorrect color and leave the correct color. We go to Ashley in person this day, with a detailed breakdown of events and a detailed break down of the money we are requesting off the bill for time lost and loss of use. The sales manager tells us she has submitted everything and we will hear from her 3/31. We also find out we are getting the wrong colors because the original sales rep - Olivia Johnson and her manager Brian Williams ordered the couch incorrectly. WE DIDNT HAVE A COLOR OPTION!! She called me 3/31 saying she submitted it to the wrong department and we will hear something in 24-48 hours. We never heard anything. A new delivery date is set for 4/4, I get a call saying the delivery is pushed to 4/8, then a call an hour later saying it’s pushed to 4/22 because more pieces on back order. We go back into the store 4/4 and speak to the same sales manager. She looks into it and there 3 separate cases on our account, all closes and never worked. She calls Evan Johnson the store manager who is irritated we disturbed him on a Friday even (so sorry to disturb you Mr. Johnson but we haven’t had a couch for a month), he offers 10% off. We say that is not enough she calls Monica Dallie who tells her to make a 4th case.

The sales manager clearly incorrectly entered the break down I gave and only entered the top % of what we were requesting off when it was a range. That was denied and they offered us $400 off. That’s less than the 10% the manager offered previously. And that’s where we are at. I don’t know if we will ever get this couch. But I wouldn’t recommend Ashley or a single person that works at this company to anyone. We have been so nice but they are literally forcing us to go above and beyond to get...

To say I'm disappointed is an understatement. My husband and I purchased a few pieces of furniture and some really pretty artwork at this location about a week ago. The salesperson was outstanding. There was an issue with their systems that caused a delay in processing the order so we waited an additional 20 - 30 minutes for everything to be rectified and went home with great expectation. We were awaiting UPS delivery for one item and Ashley delivery for the remaining items. A few days later, we received two boxes - the UPS delivered items - left in the rain on the ground right at our garage door. We did not receive notification that the boxes had been delivered and have no clue how long they were in the rain, but that's not the issue. I put the boxes in the garage to dry. I had been advised by an Ashley customer service rep that the remaining pieces would be delivered the following day and I was waiting to hear back regarding the delivery window. No one ever called, so I reached out to verify with the store regarding the delivery window. I was advised that they mistakenly delivered duplicate items to us and we would not receive the rest of our items until we returned what they delivered. THIS is the problem! The duplicate item delivered was not our fault. Holding my remaining items hostage until I figure out how to get this very large, very heavy box back the store is ridiculous! I paid for what I ordered. Your mistake is not my fault and I should not be held accountable for it. I have no problem with giving the item back to them, but the onus for getting the item back to the store is on the store! I spoke with a manager who was supposed to call me back - he didn't. I have asked for a call from the other manager and I've heard nothing. When my husband called the store, he was advised that the manager would call back, but they couldn't say when. Oh! And my favorite - the Office Manager hung on my husband! The level of customer care leaves MUCH to be desired. If I were you, I'd think twice about...