American Freight Furniture & Mattress — Local services in Ocala

Leased a washer and dryer. No problems with anything till I got the washer delivered. I called and they explained they would replace the washer, but they would need to wait till a shipment came in which would be about a week or 2. Durning this time the first payment was due, and I ended up just paying for everything in full. Well 2 weeks later and nothing, another week and nothing so I called. They went oh its been here (yet no one bothered to call me). So we schedule for them to come Wednesday. I had to pay someone to make sure that I had someone there for the time frame since I would be at work. We had to move cars out of the way and so on. Well come 7pm I started to call cause I hadn't heard anything and didn't even get a 30-45 mins out call. From 7pm to 7:41pm I called 17 times and not a single person answered the phone. My washer was never brought to me. I called a handful of times the next day and finally got someone to answer. They said they had phone problems which was hard to believe since this was the next day and I was having the same problem and when I called to tell them the washer wasn't working right it took multiple try's before someone answered the phone also. They explained they would have the washer to me that day but it would be on the second round since they had already left. I left work early to be there for the time frame they gave me. Went HOURS past that and got a call saying they were stuck on 75 and hadn't even made it back to get the second load (this was already at 5pm). I told them I would wait and even canceled a work detail I had so that I could be home. They asked about dropping it off Friday as the first-person house and I explained that I had to work. I was told well we close at 8 and if they aren't back by then they cant even pick it up but someone would call me back. No one called me till Friday morning asking for a time frame for in the morning. I explained once again no one was home and wouldn't be till at least 5:30. I was told well the guys will be done by 3 today so ill call you back. No one called me back. I called Monday to find out. They asked when I would be able to have it dropped off. I said any day besides Wednesday, Friday -Sunday. They went well all I have is Friday evening. I said no cause I've already canceled so much and was leaving Friday at noon to go out of town. I was told they could do it Thursday and just push it out to being the last stop. Told me to call Thursday when they opened and they would make sure its on the truck and the last stop since I wont be home till 5:30. Here we are Thursday afternoon and I have been unable to get them to answer a phone. So right now between paying to have someone at the house, leaving work, cancelling a work detail Im out over $400 dollars extra on top of paying for a broken washer and its still not delivered. I have shopped here a few times and never a problem till now and I will not be shopping here again. Washer and dryer bought over a month ago and informed the first time I went to use the washer which was about 2 days after being delivered so almost a month now and still have not replaced it! I understand everything is short staffed but to schedule a delivery and just not show up two times now, try and deliver after I said no one would be home and never answering a phone is not how a company...

I went into the American Freight store in Ocala Florida and ordered the Velocity living room set in the cream color that was out on display. We had someone come over and write up our order. During the payment process when we were discussing delivery the sales person advised that it would be 69 dollars for delivery and that it would be put together. We received the call that the furniture was in and scheduled the delivery for after 4:00 on 8/1. The furniture did not arrive until after 8:00 in the evening while I was at work. I had my mother there to receive the furniture. Once she paid the delivery guys they left. Nothing was put together. When I came home from work I had my 60 year old mother putting the legs on the furniture and moving it around. Not only was it not put together, but the color we received was darker than what we ordered. Since it was delivered so late we were not able to contact the store because it was already closed. As soon as the store opened I called the store and advised them the color was not correct. We ordered the cream color that was out there and that the color we received was not even an option. There was a chocolate color and a cream color. The Assistant Manager advised that I was incorrect and that they have not had a cream colored set because it was out of stock for 2 months and that it could be faded from the sun. Regardless it is not the color we ordered. I explained to him that I have no problem keeping the Mineral color we received because it worked with the rest of the furniture. The part that really upsets me is that I paid 70 dollars for the furniture to be delivered and put together and it was not. So the gift I purchased for my mother ended up having her trying to move around furniture and put it together. The Assistant Manager then advised me that they are contracted and I received a discount on delivery and that it is usually more and it does not cover putting the furniture together but just putting the legs on... which they did not even do that. I explained to him that, that was not what the sales person stated to me and that it would be put together. He then tried to offer me a $50 dollar credit in the store and that is not acceptable to me. The store was happy to take my money. Happy to have me give them a 5 star rating in order to get a free lamp(before I even get my furniture) and leave my mother struggling to put it together once its received and expects me to come back and shop. This is ridiculous to me. The Assistant Manager said he would call me back to see what can be done. It is now the end of business for the day and I have no received a call. I have no problem with the furniture, but is this really how you...

Do yourself a favor and AVOID AT ALL COST!

Purchased furniture and delivery from them to be delivered next day, they delivered everything except my dresser. No sort of contact or information given as to why my dresser did not get delivered as well. Called multiple times over a course of 2 days for me to finally reach someone on Tuesday (5/10/22) who told me they had broken it and was waiting/ I had to wait for the manufacturer to ship another one; and, I should receive it no later than tha upcoming Sunday (5/15/22), and my sells rep (who was Nate) would keep me updated. Fast forward to June 30th, no updates- no dresser, and I had to keep calling for no answer on what was going on. And, finally get a hold of Steve, manager who tells me he can just call another store and ask for the dresser and have it shipped- why didn’t they do that in the first place?! July 1st I have two delivery men bring it to my home for them to be banging doors open, and very inconsiderate/ careless with my home. And, of course they banged and left a dent in a new door frame in my master room. Too busy being rushy, never did they say sorry or even check for if they caused any damages and left. So, I had to call for me to get a hold of Nate, my sales person, who I got to figure out was a manager- Never was I issued an apology, in fact he sounded annoyed by me calling and no empathy, and hung up on me. Called coporate, where I was told Larry the district manager would call me within 24-48 hours. Now it’s August 30th, and nothing!

Avoid thing place; horrible customer service. Sadly, have the time to smile in your face and take our money, but when it comes to handling issues- Good luck. And, I was going to order/ buy more furniture NEVER AGAIN! If I could rate zero...