Ashley Store — Local services in Ocala

We purchased a console from Ashley Furniture in Ocala, FL for our television at our new house and set up delivery for a couple months later since the house was under construction. At the time we gave the salesperson our new address but explained that it was not 'active' as yet due to home on that particular block were all being constructed. Plus we advised him that it was located inside a specific gated community in Ocala and one had to be specific in adding 'Road' to the end of our address. This was because there is another numbered address on the same named street - ending in 'Place - and if the delivery people went to that location they would wind up with 20-minute drive on a dirt road finding a vacant lot! As the closing date was approaching I contact three tradesmen for work at the house and also confirmed delivery of three separate items - including with Ashley Furniture. On a Tuesday morning we closed on the house and all of the workers who were hired to be there arrived later along with along with two of the three deliveries being made . . . except for Ashley Furniture! About 11am on that day my wife received a telephone call from a female whose English was hard to understand - but I got enough to know that she was with Ashley Furniture and the driver of the delivery truck was having a hard time finding our house. We did confirm that the address they claimed to be at ended in 'Place Road.' We specified the name of our new community and heard her relay this information to the driver - and she was told 'that's a big place' and wanting to know what end I was on. Three separate calls were 'relayed' from the driver to us back-and-forth and we even asked to have the driver to call us directly. We were then told that one-to-one communication wasn't allowed! At the end of the final call (to me) I told the driver a landmark where to go and I would wait there for the truck and lead them in. I then drove down to the site and waited approximately 25 minutes - until my wife called and said that the Ashley Furniture representative had said the driver was over his allotted 'time limit' for our delivery and he was moving on with his pre-arranged route. She was told that we would have to contact the Ocala store to make arrangements for another delivery date/time. Needless to say I tried to call the store and received no answer after the routine 'auto' voice asked me 20 questions in order to simply route my call through to the store itself. I heard it rung once and then the call was cancelled! With everything going on getting 'things' done at the new house I finally got time to make another call to to try and speak to anyone at the local store but, if you call the local store number, it routes you through to the customer service toll-free number and you have to put up with the automated voice and the same questions as before. I then drove directly to there store and asked to speak with a manager. I explained the situation to 'the sales manager' and asked if anything could be done by Thursday (it being Tuesday) to have the tv console delivered. After checking on the soonest possible delivery (Saturday) he pulled up the order on his computer and read the written documentation concerning the delivery debacle and said to me 'it looks like five people were involved' and that no one knew what the other was doing! After talking to HIS manager I was told she would call me back after her 'lunch' within the hour. Ninety minutes later I got to play 20-questions again and finally speak with the 'big boss' at the store. She said there was nothing to be done as delivery comes out of Tampa and is already per-set through Friday! Arrangements were made for the Saturday delivery and it did, indeed, come out okay within the specified time frame. If someone is considering purchasing furniture from Ashley Homestores - think long & hard about doing so because their customer service (and policies) following the sale truly suck! One need to rely on positive follow-up after the sale and their company is truly lacking...

I previously submitted a 5 start review but now changing it after the experience I had with the other works at this location and I wish there was a 0 star. Hannah is still very amazing and has been trying her best to help this situation for us. We ordered a couch and 2 picture frames the beginning of March was told we could have it delivered on 3/28, we asked them to push it to 3/29 as we would have someone home that day to accept the furniture. The night prior to 3/29 we got rid of our couch as Ashley Furniture stated that we need to have to area cleared so the install could go smoothly which we did. The next day comes and we get and update that the furniture should arrive between 3-4 PM, the delivery guy shows up with 2 picture frames and says our couch is on back order. Mind you this is the FIRST that we are hearing our couch is on back order and that we would not be receiving it on the day of delivery. I call the store to find out what’s going on as again we hadn’t heard from ANYONE, to our knowledge everything was going to be delivered that day, so the store says the couch was delivered to the warehouse today and the soonest we can get it to you is on 4/3. My spouse calls and they tell him sorry it’s on back order and we don’t know when we will have a date for you, so they provided us 2 different answers and we didn’t know which was true. I asked to speak to a manager and he was to busy for and said he would call back. Never called so my spouse called and spoke to a sales manager by the name of Travis and said there was nothing he can do. We then texted Hannah and even though she was not at work she still made the time for us to answer our questions and apologize. They stated they don’t deliver on Mondays so we asked for Tuesday and they said sorry the soonest we have is Wednesday. The least they could do is fit us on the schedule for Tuesday as we have NO COUCH. I get things happen and we would’ve been okay as long as it was communicated either the day prior or the morning of as the supposedly to inventory “48 hours prior” but now it is Easter weekend and we have no couch for our friends and family to sit on and or for us to sit on. We have to use lawn chairs in our living room, again just a little communication would of avoided all of this and or doing something for us to make this situation better. Ashely Furniture and their staff (besides Hannah) made us feel that is was our fault and like it was not a big deal. Very inconvenient and I don’t think I’ll ever shop here again and if I do I’ll make sure to not be prepared and give away our furniture until after we receive our items and they will just have to deal with the room they have when delivering as that is how we are being treated with...

We walked into Ashley Furniture this evening intending to purchase a new living room set before we left. We are lifetime customers of Badcock Furniture but found a set that we liked at Ashley Furniture that had a better price point than Badcock. We did our research and decided to give Ashley a try. We were greeted (Not sure if I would even call it that because he never actually introduced himself or gave us his name) at the door by a salesman. We told him the name of the set that we wanted to see (Navi). As he walked us to the back of the store, a different set (Maimz) caught our eye. We finished looking at the Navi then asked to see the Maimz. At this point, we fully intended to make a purchase before leaving but were unsure of which of the two we wanted. We wanted to see the Navi one more time so that we could make our decision between the two. As we were looking at it, my husband made the remark that he wasn’t sure that he was ready to “pull the trigger” on that particular couch. The salesman asked us what other furniture stores we’d considered, and my husband told him none, as Ashley Furniture had the most reasonable prices. He cut my husband off and said, “Then why wouldn’t you pull the trigger today?” My husband explained that we wanted to purchase a living room set, but we were no longer sure that we wanted the one that we’d originally intended to purchase. He asked to show us another model that fit the exact description of what I told him I did NOT want. We were obviously unimpressed and started to walk to the front of the store to see the Maimz, as we had pretty much decided on that set at this point. As we were walking to the front of the store, the salesman turned and went to the right. He didn’t say goodbye or that he’d be with us again in a few minutes, just walked away from us and down a hallway. We looked at the Maimz again and decided that we’d just go home and order online since we were apparently no longer going to receive help from an employee. As we walked to our vehicle, I looked over and noticed our salesman in front of the store, leaning against the building on his phone and eating a snack. I gave the store a two star rating, but only because we did like the furniture that we saw this evening, and we also liked that Ashley seemed to be a more affordable option than other furniture stores. However, we’ve ultimately decided to purchase a living room set with Badcock Furniture, as I would rather pay more at a business that I know will treat us...