Ashley HomeStore Gainesville, FL

Very poor customer service. Will never buy another item from this store.

I ordered a Bladen Full Sofa Sleeper, ITEM# - 1200036, for my man cave. It took about 3 to 4 weeks for delivery. Things went sideways the day of the delivery. I had paid with paypal. Unfortunately I had recently moved and not updated my home address with paypal. I had entered my correct delivery address on the Ashley site but old paypal address overrode the address I manually entered. The day of the delivery, I had taken a vacation day and when I got a text saying the delivery was going to happen within the hour, I noticed it was my old address. I called customer service and the first rep said there was nothing I could do but cancel the order and re order and wait for another 4 to 6 weeks for delivery. I asked to speak to a supervisor. I explained the situation to the supervisor. She informed me the first rep was technically correct because of paypal security measures, but she said she would call the delivery drivers directly and see if they would agree to the new address. They did. Long story short, the customer service manager was awesome, the delivery guys were very helpful (the room was a tight squeeze but they got in pro style) and the sofa sleeper is super comfy and looks like a million bucks. Thanks Ashley Furniture for 5 star service!!!

Horrible experience here.

Bought a couch and a master bedroom set w/mattress here. I think they are having their “biggest sale” just about every weekend but I think I got a very good price on my stuff.

This is by far the worst service I have received! Most of the staff that I encountered were not friendly or helped if they weren't the sales rep who approached me upon entry. Every time I call the store or the warehouse I can never get a straight answer on my purchase. I am still waiting on my order from November! I have missed days of work waiting on my delivery only to get a text minutes before arrival that my order is on backorder. I will never spend my money with this company again! Ashley has nice furniture, but since other local stores price match as well as order the same items, I will take their sales that interest me and my business to another local store instead of going through this horror with Ashley's again.

Great experience. Very friendly and knowledgeable staff.

I’m so unbelievably disappointed! I ordered 2 recliners and the first delivery had a love seat. I went to the store, the guy said he changed it and delivery was rescheduled. The second delivery no one showed up, 40 min before the end of my delivery window someone finally called me to tell me one of the recliners was on back order. She said she would personally check the night before to make sure the recliners were both there. On the third delivery attempt I got the love seat again. I called and talked to Karen, she said she would delete the order, reorder the recliners and send me an email confirmation. I know she did not do this because later that evening I was contacted by customer service who put me on hold for 10 min while they called the store and they also spoke to Karen. Karen said all she could see in the order was the love seat. Had Karen deleted the love seat like she said she would and put in the recliners like she said she would, they would have seen the recliners that were supposed to be delivered 11 days ago. Now I have to go back to the store again to see if I can straighten this out and keep my fingers crossed that I actually get what I used my entire Christmas bonus and then some to pay for. They better make this right! I want my furniture or I want my money back.

We want to take a moment to share our exceptional experience with our Salesman, the Floor Manager, the personnel coordinating deliveries at the Store, and the delivery personnel from Tampa. We started shopping for new furniture (for a new house) about 8 weeks before we ordered anything. We visit the Ashley Home Store 4 or 5 times through this window of time and Rod, our Salesman, always made us feel welcome but never put any pressure on us to buy. He recognized we wanted to look without an “escort.” We were so grateful for this as other stores wanted to have someone follow us along and it spoiled our experience with those stores. The Floor Manager, Gavin, checked in with us and made us feel welcome...again NO pressure to buy NOW! We took many pictures and when the time came to order we went in during the Thanksgiving Sale (Black Friday) and with the help of Gavin and the Salesman made our selections for a GREAT price. It was FUN and the Team made it EASY. We were directed to the team that arranges delivery and given AMAZING Customer Service. We were treated as individuals with respect and integrity. The “behind the Counter Crew” are great to work with...they are smart and KNOW their business. As promised, one day before the delivery, we received a phone call and text giving us a window of time when the Delivery Team would arrive. PERFECT! On the day of the delivery the driver needed assistance to find our home (our new home is on a street that is not in the GPS). A woman from Tampa and the Driver called in advance and we were able to help them find our place with ease. The furniture was delivered as-promised and the furniture was efficiently assembled by a GREAT Delivery Team. NO COMPLAINTS! We have made other purchases from Ashley Home Store since the initial purchase and continue to enjoy a great experience. We cannot understate our experience with Rod, Gavin, and the in-store delivery personnel...each individual did a fabulous job for/with us. Even the Delivery Team were great...Thank You! We would highly recommend the Gainesville Ashley Furniture Home Store! By the way...WE LOVE OUR FURNITURE TOO! Cheers, Jana and Brent BlueWaterSailor

We shopped at the Gainesville Asley Homestore in August 2019 and in September paid over $15,000 for a houseful of furniture. Matt, the store manager promised a white glove professional delivery and set up of the furniture. The delivery team would personally inspect each piece of furniture at the warehouse before loading it on the truck and after several delays we finally were given a delivery date thus beginning the pre-delivery ordeal. The delivery was supposed to occur in the morning, but the truck didn’t arrive until almost 5:00 PM. The promised white glove delivery in reality was two guys in a truck who had no idea how to put together the Tempur-Pedic bed or other furniture they were there for hours fumbling around. Around 8:00 PM, we told them to unbox the rest of the furniture and leave. My husband assembled the rest of the furniture himself. If my husband hadn’t helped the delivery guys with the unloading and putting the empty cardboard back on the truck, those men would have left it all laying around our small apartment. We ordered chairs for our dining room table but were delivered stools that we compromised on with the store. The feet did not fit into the defective screw holes in the chair. The Ottoman for the chair was missing from the shipment and a zipper on the back cushion of the couch was defective allowing stuffing to come out! Thus, began the “post-delivery nightmare.” Pictures were taken, phones calls and text messages were exchanged with the Ashley Furniture sales team who responded with assurances to make it right. After over 6 weeks post-delivery, they got us another coffee table and end table and the ottoman. Well, we had to go pick them up. Unfortunately, the salesperson Michael Armstrong and the manager Matt have offered us nothing but empty words and feigned indignation regarding the correction of the rest of our order! The chair and couch are still broken. Michael told us to call the furniture protection plan people, who told us it’s not covered because it’s a manufacture defect and covered in the 1-year warrantee. We have been more than understanding. After over 4 months and still being unable to sit on my chair and use the ottoman, we are fed up and frankly very disappointed in the broken promises. My husband even reached out to store office manager, Beth McDeavitt by phone on December 11th and was promised a return call the next day but has received no call to this day We are tempted to just fix it ourselves but that would void the warranty/protection plan. It appears to be one of those “if we ignore them, then they will go away” situations. I paid $15,000 in cash in good faith, made too many compromises and have been more than understanding. We are not getting anywhere with the store, so we are now reaching out with reviews posted with the Better Business Bureau and social media. Buyers beware of empty promises and placation with no fulfillment!

We shopped at the Gainesville Asley Homestore in August 2019 and in September paid over $15,000 for a houseful of furniture. Matt, the store manager promised a white glove professional delivery and set up of the furniture. The delivery team would personally inspect each piece of furniture at the warehouse before loading it on the truck and after several delays we finally were given a delivery date thus beginning the pre-delivery ordeal. The delivery was supposed to occur in the morning, but the truck didn’t arrive until almost 5:00 PM. The promised white glove delivery in reality was two guys in a truck who had no idea how to put together the Tempur-Pedic bed or other furniture they were there for hours fumbling around. Around 8:00 PM, we told them to unbox the rest of the furniture and leave. My husband assembled the rest of the furniture himself. If my husband hadn’t helped the delivery guys with the unloading and putting the empty cardboard back on the truck, those men would have left it all laying around our small apartment. We ordered chairs for our dining room table but were delivered stools that we compromised on with the store. The feet did not fit into the defective screw holes in the chair. The Ottoman for the chair was missing from the shipment and a zipper on the back cushion of the couch was defective allowing stuffing to come out! Thus, began the “post-delivery nightmare.” Pictures were taken, phones calls and text messages were exchanged with the Ashley Furniture sales team who responded with assurances to make it right. After over 6 weeks post-delivery, they got us another coffee table and end table. Well, we had to go pick them up. Unfortunately, the salesperson Michael Armstrong and the manager Matt have offered us nothing but empty words and feigned indignation regarding the correction of the rest of our order! The chair and couch are still broken. Michael told us to call the furniture protection plan people, who told us it’s not covered because it’s a manufacture defect and covered in the 1-year warrantee. We have been more than understanding. After over 4 months and still being unable to sit on my chair and use the ottoman, we are fed up and frankly very disappointed in the broken promises. My husband even reached out to store office manager, Beth McDeavitt by phone on December 11th and was promised a return call the next day but has received no call to this day We are tempted to just fix it ourselves but that would void the warranty/protection plan. It appears to be one of those “if we ignore them, then they will go away” situations. I paid $15,000 in cash in good faith, made too many compromises and have been more than understanding. We are not getting anywhere with the store, so we are now reaching out with reviews posted with the Better Business Bureau and social media. Buyers beware of empty promises and placation with no fulfillment!

It's expansive but good quality

Great other than the up sell attempts

Overall, pretty frustrating. My husband and I purchased a few items from Ashley both online and in the Gainesville store. The sales reps with whom we have worked have been professional and helpful. But my last two deliveries have proven unsuccessful and disappointing. The first of the two, was continuously delayed for the item being back ordered, then damaged, then back ordered again. I cancelled that transaction before receipt, but after months of waiting for it. Most recently, this December, my husband I purchased a new bed, mattress, and box spring. The bed came in a box labeled "table" and contained a partially assembled bed, with a few marks (smudges) in places that wouldn't be seen once a mattress was in place and missing the majority of the hardware. Because we had "threshold delivery" we were kind of on our own. I contacted the Gainesville store, and spoke with Karen. She told me a manager was finishing up with a customer and would call me back. 2.5 hours later, I still did not receive a call back. Nor did I receive a call the next day. Nor the next. My husband took a trip to Lowe's and purchased the missing hardware ($20). While assembling the bed, the last piece didn't quite fit (holes were not aligned) and took some work and drilling to make the pieces attach. Two days after delivery, I finally got hold of a manager at the Gainesville store, Gavin, who told me (1) that the furniture I received was not used or previously assembled (basically the markings on the side of the bed were not a sign of previous use, and the partially assembled bed frame was not a sign of a previously assembled then returned bed - really?!); and (2) there was nothing he could do to help me - that I had to contact the Threshold Delivery service number. Anyway - Gavin was patronizing and not at all helpful. As for the Threshold Delivery service - I was on hold for 30 minutes being tortured with the same Christmas song over and over. No one ever answered. Will NOT be shopping at Ashley Furniture in Gainesville again.

Please believe every negative review its true. I purchased over 12,000 worth of furniture no financing. Sales rep called & texted multiple times while trying to secure the sale. Not to mention the sales rep called me on my cellphone because my grandmother came into the store and someone else started assisting her. I requested that my delivery date be moved and the sales rep had me under the impression that he had it changed. Well he didn't i recieved a text message regarding Delivery date being the same. I texted him and he sent me the customer service number (what a joke). I called and it was never changed.Move forward to the furniture being delivered. My dresser is visibly broken. I call the store 3 times in the same day each time being told that the customer service rep would call me back. No one ever called back. I then called the 800 number and speak with a rep who claims to have ordered the part. Three and a half weeks pass no part in the mail. I go to the store on Archer rd speak with a customer service representative and told the part was ordered she would reach out to the parts department and would give me a call in 1-2 days. 1 whole week passes by, no call. I call into the store today a week later and ask to speak with the store manager and told no he's busy on the sales floor. So the customer service representative then proceeds to say so much time has passed that the time frame for a service technician to come out has expired. So you have to order your own part and fix your own broken dresser. I will never ever buy or recommend this poor customer service store to anyone. Go to Walkers furniture.

Great selection and good prices. Our only issue is the obviously sharky sales people. Don't get me wrong, I know you're working for that commission but don't make it awkward for the customer, especially when 2 sales people are fighting to get the sale. No thanks.

I went to store to buy Patio set, over half the sets they had listed online and showing on the cards in store were discontinued. The prices were listed wrong. None of the original set I wanted I could not order. I had to wing it a bit a pick what they had and hope it all fit. The sales person said don't worry we will bring all the pieces out and just keep what you want and we will take back the rest. We placed the order. I called the sales guy person to cancel 1 item. I did not have room. They refused to cancel the one item. I put on delivery to call me when they arrive. I paid them for installation. Ashely showed up left everything in boxes, did not install anything, and still refuses to take back the one item I did not want that I tried to cancel when I placed the order. Bad service. I would recommend one of the other furniture stores here in Gainesville. During a second trip, I stopped by to see about buying a dinning table and patio table. I asked them for a price for the coffee table. They instead went right to selling me the item without telling me the price. I told the sales guy I would have to think about it and that I wanted to look around. I asked him to buy a measure tape to see if the Coffee table would fit. I was told I have to buy the table first before he would let me have the measure tape. He seemed kind of hostile to my childered that was there. He refused to show me around the store, Not Family Friendly place to shop.

Worst customer service ever.

Tracy our sales agent did a great job of explaining to us the details about our Tempurpedic bed and our sofa. The price was very reasonable and on top of that we had discounts. Our buying experience with this store and sales agent Tracy was superb. I would recommend them if you need furnitures. People are so helpful and professional. Will surely comeback to buy other stuff here at Ashley Gainesville, FL. Thanks for a great and unmatched buying experience .

I ordered furniture on November 8 and it was supposed to be delivered yesterday November 23rd. When the time they give you was getting close to being over, my husband called to see where they were. We found out THEY rescheduled my delivery for Nov. 30th!! I have been trying to find out why and try to get my furniture here ASAP! In the process of dealing with Gavin (one of the managers) and several other people at customer service numbers, I find out over half of what I ordered was on BACKORDER! I told them I wanted what they had in stock delivered to me tomorrow. Then they tell me they don't break up the orders for delivery. THEN HOW DID YOU HAVE MY DELIVERY ORIGINALLY SCHEDULED FOR NOVEMBER 23rd?????? And how are you going to make a delivery on Nov. 30th if you don't break up the orders?? Half of what I bought won't be in until December 13th!! NEVER AGAIN ASHLEY FURNITURE. I SHOULD HAVE LEARNED THE LAST TIME I PURCHASED FROM YOU.

Mike the salesman there was great to deal with