Complaints

This profile includes complaints for Ashley HomeStore's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ashley HomeStore

  2901 Lakemont Blvd Fort Mill, SC 29708-0137

  
• 

  Ashley HomeStore

  11320 Carolina Place Pkwy Pineville, NC 28134-6323

  
• 

  Ashley HomeStore

  233 Airport Rd Arden, NC 28704-9404

  
• 

  Ashley HomeStore

  3932 E Franklin Blvd Gastonia, NC 28056-9298

  
• 

  Ashley HomeStore

  9632 E Independence Blvd Matthews, NC 28105-4628

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received my mattress 2 weeks ago. I called Ashley Furniture **************** to advised the mattress is too hard and it hurts my back. I was told I had to wait 30 days to see if I could break the bed in. After the 30 days I could swap it out and pay a $99.00 fee and pay difference if it was higher. I was told this by 3 supervisor. I asked if they could do an exception and swap it out earlier. They advised me to email We Care, I email them and now they are advising my mattress could not be swapped out. I immediately reached out to customer service and they are saying it can't be swapped. I told her look at the notes and see where I was told I cod after 30 days. She said I understand that but we can't do anything for you. I am upset because I am in pain. Not helping my knee pain already going to physical therapy.

  Customer Answer

  Date: 08/20/2022

  Ashley Furniture 

  230 ***********

  ******** ** 29229

  Business Response

  Date: 08/27/2022

  We have reviewed the account for the customer. It is correct that the mattress she was asking to exchange does not qualify under the terms and conditions for the comfort guarantee program however it was documented that employees did in fact offer this option to the customer previously. Taking that into consideration we have offered the customer the option for a reselection exchange with the standard restocking fee in addition to any price difference her new mattress choice may have. She has agreed to this and has been advised to work with our Sleep Manager at her local store location. Our Sleep Managers have more experience with our sleep products and assist in running that department of the retail store. Her new reference number for the pending exchange is **********.

  Customer Answer

  Date: 08/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased furniture May 16th - issues started with the salesperson who did not enter the correct address and phone number. Promised delivery date was not met. After multiple phone calls and text messages, I was finally given a new delivery date. Furniture delivery was attempted to the home I had already sold. Thankfully the current homeowner was nice enough to stop them and give my new address. Furniture was then brought to my new home. Both the bed and dresser were delivered damaged. I was told a replacement footboard would be delivered and at the same time they would repair the dresser, so I did not refuse delivery of the broken furniture. In July, after multiple phone calls (AGAIN), I finally spoke with someone who scheduled for the updated delivery and repair to happen. Each time I called, I discussed the concern about my address and phone number being wrong. I was told it was updated on each call. Once again, the delivery went to my old, sold address. This team refused to come to my new address at that time. They also shipped the repair parts to the old address. I finally had a really nice delivery guy come out who replaced the broken footboard, BUT he wasn't allowed to work on the broken dresser. I was told repair wouldn't be available until 9/17/22. After much complaining, I finally spoke with a manager who approved to replace the dresser instead. Today, they arrived 45 minutes before the delivery window and refused to wait. I've spoken with support who told me it was my fault for not being available outside of the delivery window. I also found out they were supposed to call to let me know they were on their way...they did not. This order has been the worst experience I've ever had with a company. I am beyond dissatisfied. Safe yourself some misery and DO NOT order from Ashley Furniture.

  Business Response

  Date: 08/19/2022

  Good morning,

   

  This was purchased through a licensee Broad River Retail LLC

   

  Thank you,

   

  ********************* | Online Customer Care
  Ashley Furniture Industries, Inc.

  Business Response

  Date: 08/20/2022

  Hello ****************,
  
  Thank you for providing this information regarding your Dresser and Bed.  
  
  The delivery teams are not Craftsmen and are not able to service merchandise.  Additionally, all time windows are estimations, but we should provide a 30-minute call ahead to make you aware the team is on the way to your location.  We apologize for any miscommunication given. 
  
  We are happy to hear that we have created exchanges for units and have resolved the issue with your bed.  The dresser exchange is scheduled tentatively for August 23rd.   You will receive the assigned estimated three-hour time window two days prior.  
  
  243 ********************************************************************** now reflects your account.
  
  We know this is a lengthy process, and thank you for your continued patience.  We look forward to delivering your merchandise.  If you have further concerns, need to reschedule, and for compensation once delivery is complete, contact ************* at ************.
  
  Kind Regards,

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17734589
  
  I am rejecting this response because:
  The company states they called me 2 days prior to schedule a time for the exchange. I have not heard from them. I do not know when they will arrive TOMORROW August 23 to deliver. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/30/2022

  Hi there!

   

  Thank you for reaching out to us. 

   

  We have fulfilled your exchange on 8/23/2022 for your DRESSER/*******/LIGHT GRAY (B733-31). If you have any further questions or concerns, do not hesitate to contact ************* at ************.

   

  Kindest regards, 

• Initial Complaint

  Date:08/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased furniture from Ashley's Furniture and financed the purchase through Acceptance Now and ************** Services, both offered by the sales rep ***************** at Ashely's Furniture. She finalized the sale and scheduled the delivery of what I thought I was purchasing, table, chairs, bed frame, side table. It wasn't until recently when I canceled the table because they kept changing the delivery date and soon after returned the chairs that I realized that they also were billing me for an additional table that I did not request. When I returned the chairs they did not communicate with ******* and they kept billing me. Acceptance Now was billing me for table that I never received and had cancelled months before. I am on fixed low income and have paid nearly $700 on a merchandize I never received. To top it all off, I was under the impression that the Acceptance Now charges was for the bed frame and side table that I did accept in the delivery. After many calls back and forth between Frotiva, Ashley's Furniture and Acceptance Now, they realized that the order for Table was never delivered and I have been patiently waiting for them to correct their mess. They are very disorganized and I want my money back for something that I never received. We spoke to the Acceptance Now rep by the name of ******** and she said that she is doing everything she can, but that has been waiting on her supervisor to approve the refund since AShley furniture, ***************** cannot find the sales order- she cannot find it because it was never delivered or made.

  Business Response

  Date: 08/20/2022

   Hello, *************************

  Thank you for reaching out to us. We truly apologize, for your overall experience. We have reviewed your account and submitted the corresponding refunds for your canceled items.  When the orders were canceled there was a system error and a refund was never submitted. We have corrected this matter and submitted refunds back to the finance company, Acceptance Now, for the canceled orders. We have also sent a refund request over to Fortiva for the 4 returned chairs. This process can take up to 1-2 billing cycles to process. This will help to prevent any further billing. If there are any additional refunds due for overpayment to either financing party they will provide the refund to you directly. We have listed a breakdown of the refunds being applied below and which financing institution it's going to.    
  
  ********** Refund ****** ANOW
  ********** Refund ******* ANOW
  ********** Refund 1201.16  Fortiva
  
  Warm regards,
  Ashley HomeStore

• Initial Complaint

  Date:08/15/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a protection plan on a recliner and was told if we do not use it we could use the cost of the plan on any merchandise in the store . The amount was 119 and now that it is due the rules are you have to buy 499 to use . This was not told to us and we laughed when we bought it with the salesperson because you cant buy furniture for 119 and was told we could use it for accessories. I don't want anything extra just what I was told when purchasing the plan . The customer service department has sent me to at least 15 different people and no one has the ability to help us with this problem . One of the employees were so rude and told me to go ahead a file a report his name was **** . I would like to resolve this with the company as we have purchased many items in the store . We have purchased 3 sofa in the last 2 years and was told we had to use the credit at the store we purchased the program or it was not ready to used because it has to be 5 years . But never told about the 499 ! Well after researching that it is not true we have learned since . The problem lies with the salespeople not knowing or not telling the truth . However the only person that suffers is the customer . Thank you for helping with this problem .

  Business Response

  Date: 08/15/2022

  Thank you for forwarding the guest's concerns to us.  We are pleased to confirm that we spoke with this guest by phone and are processing a $150.00 Ashley Cash Card which she can apply towards a new purchase at any of our stores within the next 6 months (and which does not require a $499 spending minimum on the purchase).  The guest graciously accepted our offer and we advised her that processing should take **** business days before it is mailed to her home.  We appreciate the opportunity to correct this for the guest and apologize for the previous inconvenience.

  Thank you.

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 21,2021 i purchased a bedroom set from Ashley Homestore in the amount on $1577. The order number was ************. It is now August 12th and i still do NOT have my completed set although it was purchased in full on the purchase date. Broken parts have been left in my home and refused to be taken back to the store by delivery drivers on multiple occasionssee pictures attached. I have been in contact with Ashley ************* about this unresolved issue they continue to provide me with replacement parts that seem to just show up damaged or end up damaged just a few days later. I spoke with a supervisor today and tried to explain to her the amount of times they have been out to my home to try and resolve this issue, how many days i have had to take off work to be here for deliveries where on some days they dont even show ** in hopes that i could possibly just get a full refund for the items purchased. I was told that was not an option and i needed to continue to wait no matter how long the process could take they would do their best to deliver the missing parts i needed. Apparently it is stated in their terms and conditions that once a piece of furniture is delivered to your home their is no option to return just to exchange. I feel it it is extremely unfair that for two months now i have had to sleep on a mattress on the floor and climb over broken bedroom pieces everyday because of a mistakes that are constantly being made on their end but it seems like because they are such a big business they can get away with treating customers the way they want. In all fairness i believe what Ive gone through is unreal. There has been 6 delivery attempts to my home between missing parts to damaged parts to no one even showing up and Ashley hasnt done anything to make the situation better. All i am asking is for a full return so i can go down to the local furniture store tomorrow and buy a bed and be able to sleep comfortably again and i am hoping maybe BBB can help.

  Business Response

  Date: 08/16/2022

  Hello Brianna, 
  
  Thank you for bringing your concern to our attention. We apologize for all the issues you've been having with your *********************************** understand the hassle it's been getting your bed in showroom condition. Even though you feel the terms and conditions of the sale are unfair, it is still a contract. As part of this contract, we must abide by the rules, including the 72-hour return policy. 
  
  Due to all the issues you have endured, we are processing a goodwill compensation for 200$ back to your original payment method. While we know in no way does this makeup for the stress of sleeping on the floor, we hope it alleviates at least a little of the distress. 
  
  Again, our deepest apologies for the delay in getting your items in showroom condition. We are seeking to have the delayed headboard delivered as soon as possible. The tentative delivery date is August 18th, 2022. 
  
  If you have any questions or concerns, please call ************ or email *************************************
  
  Best regards, 
  May 
  Ashley Homestore CustomerCare

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17708787
  
  I am rejecting this response because: Unfortunately i do not feel that $200 is a good enough response as to how i have been treated as a customer. No amount of money is going to fix this problem. I understand that Ashley has a set of terms and conditions as a business that they need to follow through with, but when you run a business sometimes circumstances arise where you have to step outside those terms and conditions to make the customer happy and this may have been one of them. Seeing as they dont care about making there customer happy more then trying to just shove money in my face (mind you its not even half of the cost of the bed that i still dont have) i will not accept and rather i will be taking the next steps and reaching out to Five on your Side. Thank you for help!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase at the ******* store on ************ on July 20th Delivery was set for 8/9 I received a text and email on 8/6 to confirm our delivery window of **** I confirmed the window and someone was there to receive the delivery On 8/9 at 1:30, I received a call that our new window was up to 4pm. We changed some plans and where there to receive the delivery until 4pm. No one showed up at 4pm. We left for an appointment that had been rescheduled to accommodate the above mentioned delivery timeframe. I received a call at 4:45 stating they were there to deliver. I told them we would be back by 5:30. The driver hung up on me and I have yet to receive my delivery nor have my daily calls to customer service been helpful in obtaining a new delivery date/time. Today I was told that not only are they not able to reschedule yet but that I would be charged a redelivery fee. This was shocking to me given that ****** is the one that missed the delivery window. I am baffled that they would charge a customer for their mistake. Rather, I would like to charge them for the 5 hours taken off work to wait for the delivery only to have to do it again at some point when it is redelivered. None of my attempts to reach out to customer care have provided me with any information about when I can get my delivery. Nor is anyone apologizing for this issue. In fact, the blame has somehow been placed on me.

  Business Response

  Date: 08/12/2022

  Hello,

   

  This customer purchased through a licensee ********************

   

  Thank you,

   

  ********************* | Online Customer Care
  Ashley Furniture Industries, Inc.

  Business Response

  Date: 08/12/2022

  Hello *****, 
   
  We appreciate you taking the time to forward us your concerns. We sincerely apologize that we have inconvenienced you heavily during this process. It is never our intention to affect our customers.

  To avoid any further miscommunication, we are confirming here that you are scheduled for delivery of your RAF SOFA W/CORNER WEDGE on August 13th, 2022. Your COULEE 8X10 RUG is on a production delay. 

  Thank you for being the best part of the Ashley HomeStore
  Kind Regards, 
  Ashley HomeStore Customer Care

  Customer Answer

  Date: 08/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Delivery is scheduled and issue will be resolved if delivery occurs as planned on 8/13
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased over 8K in furniture from the Ashley Home Store located on ********************* in **********, **. Our in store experience was lengthy but it was overall a good experience. The rep told us deliver would take several weeks. At the end of July we received a phone call to set up our home delivery. Items were delivered on Tuesday, August 9th. Delivery guys were very polite we had no issue with them. However, after they go the ***room set and large sectional in our home they informed me that the bolts needed to put our *** together were not included and they would not be able to put the *** together. They then informed me that a piece of our couch was damaged. The fabric was completely torn and the frame was broken as well as the bolts needed to put the pieces that attach to the bottom were not included. I was put on the phone with a rep and she told me she would see the pieces we needed to fix the broken piece/torn fabric as well as the bolts needed for the *** or I could refuse delivery. We have already waited over a month so I told the rep to send what was needed. Meanwhile our king *** sits in pieces all over our ***room (king ********** footboard, rails). Today, August 11th I received a delivery of the fabric to repair the couch. I immediately call to schedule someone to come out and fix the broken sectional piece and put together our *** thats laying in pieces all over our ***room only to find out that it will be another 5 weeks (September 17, 2022) just to get someone here to fix what was delivered to be broken and torn and to put our *** together. Is nobody inspecting furniture before it leaves for delivery? Is no one ensuring that the proper hardware is with the delivery? I have already had to take half a day off work to ensure I would be here for delivery. Now I have to take off work again and wait an additional 5 weeks to get a repair and the *** put together.

  Business Response

  Date: 08/12/2022

  Good morning,

   

  This was purchased through a licensee Broad River Retail LLC

   

  Thank you,

   

  ********************* | Online Customer Care
  Ashley Furniture Industries, Inc.

  Business Response

  Date: 08/15/2022

  Thank you for forwarding the guest's concerns to us.  We apologize for the wait for the service technician, but we scheduled the guest for the earliest available date for a technician on her route; none were available any earlier.  We could schedule a delivery team to come out and reassemble the bed at an earlier date if the guest is so inclined.  Should she prefer that option, please call ************* at ************** at her convenience to schedule a "delivery special" to come out and reassemble the bed at an earlier date.  Unfortunately, we are unable to get the service technician to repair the fabric earlier than the scheduled date.

  Kindest regards,

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17703882
  
  I am rejecting this response because:

   

  I just now received the bolts required to put the bed together today. August 17th. This is not a resolution to this sort of customer service. I have to wait another 4 weeks now just to have my couch fixed and put together. He shouldn't have ever been loaded for delivery with this broken frame and torn upholstery. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/22/2022

  Hello,
  
  Thank you for providing us with this information.  We apologize for the experience you've had thus far.
  
  Our service department is not able to assist with the assembly of your bed.  We have created an order for a team to assemble the bed on August 25th.  You will receive your estimated time window two days prior.
  
  Unfortunately, we can't provide you with an earlier service date for your loveseat.
  
  Call ************ for rescheduling or compensation requests.
  
  Warm Regards,

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2018 I bought two sofas and a loveseat from Ashley store that located in ******* also I paid for five years warranty for my furniture about two years ago I start having a problem with my furniture so I contacted the owner to company and they said your information is not in the system after I contacted Ashley customer service multiple times one of the associate told me that whoever sold you the furniture from that store did not put your information in the system so thats why you dont have a warranty now I paid the fourth of warranty but I dont have a warranty I want my furniture to be exchanged because all of the The three items of my living room are broken and has rips and holes on them ive been dealing with that for two years it is a very stressful experience and I feel like they are handling that poorly I have the receipt and it says I paid for the warranty Ashley offered a credit the same amount that I paid for the warranty but I dont want the warranty I want my furniture to be fixed or exchanged thats why I paid for the warranty I feel like I got scammed and I really need help to solve this problem I did my part which is paying for the furniture and for the warranty so now they need to do their part which is exchanging my furniture I dont need them to apologize for me because one of the associate from Ashley did not do the job it supposed to

  Business Response

  Date: 08/16/2022

  Hello Bassma, 
  
  Thank you for reaching out about your concern. We truly apologize for all the back and forth you have endured. It is never our intention to affect our most loyal guests in such a way. 
  
  After an extensive review of your account, we have found that your protection plan was not paid for at the time of purchase, leaving an owning balance for the amount of your protection plan. This unpaid balance led to the removal of the protection plan. 
  
  As stated in the voicemail we left, we would love to offer you a 350$ ********************* Card (Gift Card) to use towards new items should you decide to do that. We can service frames with structural problems but cannot fix cosmetic issues such as holes, tears, stains, etc. 
  
  Please let me reiterate our deepest apologies, Mrs. ******* We appreciate your patience during this difficult time. Call ************ or email ************************************* to request the 350$ Ashley Cash Card. 
  
  Best Regards, 
  May
  Ashley HomeStore *************

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought furniture from Ashley with the last two years. I filed a claim online for cosmetic repair i have not heard from their warranty service nor can i get them on the phone directly to speak to a person. I now have to file another claim for something different concerning the same furniture.

  Business Response

  Date: 08/09/2022

  Thank you for reaching out to us about this.  We're sorry to hear that you are having difficulty with your claim.  All claims must be filed directly through the protection plan provider, ************ Plus.  They can be called directly on their ************ Guest Phone Line at ************** to further assist you with processing your claim.  

  Kindest regards,

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/1/2022, my partner and I purchased a Tempur-Pedic Mattress, mattress foundation, and bed frame from Ashley Homestore. The mattress cost $3999.00, the base $138.68, and bed frame $59.43. Ashley Homestore was to deliver and install the mattress, mattress foundation, and bed frame within my home. During the time of sale, Ashley Homestore assured us that the base they sold us was determined by Tempur-Pedic to be sufficient in supporting the mattress. I was informed that the mattress needed to be put on a solid foundation, and that the foundation we were receiving would be safe and adequate to use with the mattress. After a few nights sleeping on the mattress, I noticed some issues with the mattress. The overall integrity of the mattress began to deteriorate. I tried to exchange the mattress for a new one, though they denied the request as we had not completed the 30-day trial period. I proceeded to check the measurements for the foundations' slats, which were approximately 5.5" apart, and .5" wide. I then called Tempur-Pedic, to gain more information. Tempur-Pedic stated the mattress foundation slats did not meet the requirements for their mattresses (foundation slats must be 3" wide and no more than 4" apart) and that the foundation that I purchased from Ashley voided Tempur-Pedics' warranty. I then called Ashley Homestore. They assured us that their mattresses met the requirements, which according to Tempur-Pedic, is untrue. However, they refunded us for only the mattress foundation, and refused to refund us for the mattress. Ashley stated we could exchange the mattress if we paid shipping and a $99.99 fee.As a resolution, I would like a full refund for the purchase, as I was ensured that the foundation and slats would meet the manufacturers requirements. This is untrue, as the foundation has voided the warranty with Tempur-Pedic, and also caused the mattress to lose integrity.Act # ********** Order# **********

  Business Response

  Date: 07/25/2022

  Greetings, we are so sorry to hear about the troubles that you have experienced.  We are happy to inform you that we have waived the new delivery fee and the comfort exchange fee.  You are now able to go to your local homestore to select your new mattress for the exchange!  If you have any further questions, feel free to reach us at ************.

  Kind Regards, 

  Ashley HomeStore Customer Care