Ashley HomeStore

January 5, 2022 I went the Ashley Furniture Home Store at 2900 Stonecrest Circle Lithonia, GA. 30038. Upon arrival I was met by Taneisha Lester (sales rep) who was very pleasant. Myself and Ms. Lester walked around the entire store as she helped me pick out the items I needed to complete my home. There were a few items on back order which was explained to me as we continued walk around the store and shop. Once everything was picked out, I went threw the financing procedure in which I was approved. Ms. Lester and I then discussed delivery and the best time for to have the furniture delivered. I advised Ms. Lester that Monday January 10, 2022 was a good date for me to have the furniture delivered since those were my off day. Ms. Lester reminded me that a couple of items were on backorder and would be delivered at a later date than the items that were in stock. Ms. Lester then confirmed with the delivery company that the items available would be delivered on January 10, 2022 and the items that were not available would be delivered on January 28, 2022. Ms. Lester also wrote both dates of delivery on an Ashley Home Store printed paper with the number of the delivery company highlighted on that same paper just in case I had any questions. Ms. Lester then advised me that someone would contact me before arrival to confirm the date of delivery.

Here it is January 12, 2022 and I have not received any furniture. Not only have I not received any furniture, no one has contacted me to confirm whether the dates of arrival were still on schedule or not. I had to leave work today and go the Ashley Furniture location listed above to see what was going on with my order. Once I arrived, I was greeted by a you lady whose name I did not get. I expressed my concerns about my furniture not being delivered and what I was told upon purchasing the furniture. The young lady at the desk stated 'Honestly she (Ms. Lester) was kinda new and she should have told you that". I advised that understand but I was really wasn't impressed by the excuses. I advised the young lady at the desk that I was at work at the time (which she could see because I was in uniform) and that it was an inconvenience to me to have leave work to rectify this problem only to return to work after I'm finished. I also stated that I attempt to call the number for delivery and they didn't have my order number on file or my telephone number. I attempted to call the store in which I purchased the items and the phone just rung with no answer. I then gave her the order form and the paper Ms. Lester filled out with the delivery date. She stated that there was something that could be done about the inconvenience. She walked away to speak to the manager (Chris). Once she returned she advised she could refund me half of the delivery fee which was $179.00. I asked her if she could waive the total delivery amount. She explained they could not because someone had to pay for the cost of delivery. I explained I understood but why couldn't Ashley Furniture pay for the total cost of delivery since I ordered the furniture from the Ashley? And it didn't make sense, since delivery had to be paid for are the delivery people willing to take half of the cost? If they can return half of the delivery fee and could reimburse all of it. She stated"Let me ask Chris". She walked away again and when she returned she advised they could give me half of the delivery fee plus a $100.00 gift card. I advised that I was not interested in a gift card meaning I had to spend more money with Ashley Furniture. The young lady behind the desk then began communicated with Chris via walkie talkie. She then stated she could reimburse half of the delivery fee plus ten percent of the two items that were on back order which were item number: D594-60 and item number: 1330216. I was somewhat pleased with this because the ended being roughly 40 to 50 dollars lower than the total cost of delivery. I ask the young lady how soon could the money placed on my card? She advised that she could not place the money back on my card and that the money could only be placed toward my Syncrony account. I advised the young lady that before I left I swiped my visa card to make a deposit. Why cant the money be placed on that card. She advised because Syncrony was a third party company and that's where the payments go. That advised she could only place the refunded money on the Syncrony account. I advised her to cancel the entire order. At that moment she raised Chris on the walkie talkie in which he finally came over to assist. I advised Chris of the issue. Chris stated the same thing the young lady at the desk did in which they could not place the money returned on my debit card. I stated to Chris I understood what he was saying but I didn't pay my deposit to Syncrony, I paid it to Ashley Furniture and they should be able to place money returned back on my debit card. Chris stood there for a minute. Chris then stated" So you're really going to return your order because we can not place the money on your card"? I advised yes because upon buying the furniture I dealt with employees of Ashley Furniture, I paid my deposit to Ashley Furniture, but now that I have a discrepancy, you are trying to the ownership on Syncrony. Like I stated earlier, I called the Ashley Store with o luck as well as the Delivery company number that was provided with no luck.

Once the young lady behind the desk voided my order she put for the reason (Voided due to back order). This is furthest from the truth. I canceled my order because of lack of communication, unreliable information given to the customer, and lack of training. I understand you employees get paid commission from sales and I commend that. But customer service doesn't stop at the sell. You have to see the order and not place blame on others with there is a problem. and ironically, the full deposit amount was placed back on my debit card. I really want the order but the delivery fee needs to be waived.