Ashley HomeStore review: Return of furniture that wasn't compatible so delivery couldn't assemble it when salesman said it was

First and foremost, I would like to thank you for taking the time to read my letter as I will do my best keeping it brief as possible. This is a formal complaint that I really didn't want to write but I'm out of options. On 9/9/23 I visited your Ashley Furniture Store located at 11755 Commons Drive, Springdale, OH. I was greeted and helped by Salesperson Keane Warner, he was great. I have only kind words for him. He was very nice and also new, so he got his Manager Kevin Holthaus to assist who then became my salesperson.

I picked out a sectional and purchased it upfront. That process went smoothly. It was the mattress/ Smart Queen Power Base that didn't. I told Kevin that I needed to buy a new mattress that I just came from Macy’s where I purchased a new bedroom set and the mattress was the final item I needed. He directed me to the Tempur-Pedic beds showing me both the mattresses and bases. I told him that my bed frame had storage drawers on the foot. That's when he said, “Adjustable bases aren't compatible with bed frames that have storage drawers, you should cancel your Macy’s order so I can show you our bed frames and Bedroom sets.” I didn’t cancel my Macy's order. I followed him around the store, but nothing was like the “Moss Brook” set that had lights built in the headboard. I told him I was happy with my Macy’s purchase and would rather buy the mattress alone without the Smart Base or just pick out a different one. That's when he said, “Well technically it will work, there is no need to attach the feet to the Adjustable Base, it can sit right on top of the wood slats, and it will be fine.” I was very worried because he changed his story, and my fiancé was standing there with me. We had been there a couple hours so he was very friendly with Keane and Kevin by then so he took Kevins word like I did but I was very adamant and asked over and over if he was positive, it would be safe, it wouldn't break and that the delivery men would set it up. He promised he was 100% positive. Upon delivery I realized this was only about making a few $ off of my sale.

Part of the sectional, the mattress and Smart base was delivered on 9/22/23. The 2 men who delivered it said they couldn’t set the Adjustable base up because my bed frame was not compatible due to it having storage drawers. I told them what Kevin told me. That's when they called their manager and were told the legs are made for the base to sit on and use correctly that they are not permitted to put it together on a bedframe with storage drawers, so they left it sitting against my bedroom wall and took a picture of it before leaving. The delivery man told me to call Kevin and he would have no choice but to send someone out to pick it up and return my money, that this wasn’t my fault, he shouldn't have sold me something knowing this would be a problem. He left me his cell number if I needed any more help. I spoke with him each time I hit a dead end or called the store over and over, but nobody ever answered.

All text messages between me and Kevin have been documented and saved. On Monday 10/2 I texted him and explained what occurred and how the base was left sitting against my wall, that I wanted to return it. His response was “They work with storage beds; I'll get the team to put it on for you. I'm on the phone with customer care now to enter notes to the team.” Nobody came out. In fact, later that evening he called me to tell me he spoke with the GM in charge of furniture delivery. He was told the employees that deliver for Ashley are NOT allowed to put the base on a bed frame without the feet attached. It's a liability. Kevin told me to do it myself and he would refund me some money for the inconvenience. I told him I wasn't sure if I could do it, at that point I felt like I no longer had a voice. Nothing I said mattered. I didn't even attempt to pick the base up. I really just wanted it out of my house and my money back.

I texted Kevin on Friday 10/13 and begged him to send someone out to my house and get the base. I was tired of dealing with it and just wanted my money back and for everything to be over with. I was totally shocked by his response.

“We only offer reselections on mattresses; there is a no return policy on adjustable bases.” I cried.

I texted him back expressing how I trusted him and was let down. I reminded him what I told him in the store that day, the reason behind the purchase. My 6-month-old baby died in my bed, then 14 months later I had to give God back my rainbow baby girl who was only 34 days old. This pain and grief will never go away or get easier, when people say it does, they are lying. You just have to learn how to live life as it is now. Replacing an item that had only bad memories was important to do for my healing process.

On Tuesday 10/17 Kevin sent me a screenshot of a conversation he had with his GM. Kevin said “I've been fighting with corporate and the best thing I can offer is a reselect with those funds. My regional manager is the one who approved it, but you have to return the base, and utilize those funds within 30 days of today since he entered the return today”. Nobody came and got the base; I don't even want to shop at Ashley Furniture ever again. There is nothing at that store that I need. I already spent almost $10,000 that day and regret it.

This “bed shopping" thing was very hard mentally and emotionally. I never thought my first time purchasing new furniture would be anything like this. For the last 6 weeks this is all I think about and want over. I knew I had to write this to get any kind of resolution I'm looking for, but I also don’t want to get anyone in trouble. I’m sure Kevin has his reasons on why the money for this sale was so important that he’d go to this length ending up here. I've learned sometimes we have to sit down and allow God to interfere and fight a couple rounds for us because the devil never stops antagonizing us.

I just want this to be over nor do I want Kevin to get in trouble. I can’t move forward comfortably by adjusting to a new mattress while this matter of the base is still unsolved. I ask that you please pick it up and return my funds. Sales Order #0909330SU65A

Claimed loss: Ergo Smart Queen PWR Base $1,799.0010 Year Queen ADJ Base Protect $199.95

Desired outcome: To come pick up the Adjustable Smart Base that was left unassembled due to the neglect of Salesperson/Manager. I want a full refund no store credit I was not at fault.

Nobody has helped me. I originally sent this on November 7th 2023 and never heard a response from you guys. I've also emailed Ashley Furniture several times and I have not received any response. Please someone help me I don't know what else to do.