Ashley HomeStore Stoney Creek

I purchased a mattress and boxspring from Ashely Home Store on March 09, 2020. At the time of the purchase the sales agent *** tried to sell me a mattress protector from their store that cost almost $200.00. I informed him that I did not want a mattress protector and I had one at home. My mother was with me at the time of purchase and he did not mention at any time that if I did not purchase a mattress protector from their store that I would not be allowed to exchange the mattress.

The mattress was delivered on March 16, 2020. The boxspring was too high and the mattress was too firm. The delivery guys told me that I could contact Customer Care and they would exchange it for me. I contacted Customer Care right away and they told me to go the store the next day and they would take care of the exchange.

The next day I went to the store and spoke to *** and informed him of the situation and said that there was nothing that they could do. I spoke to the Manager ***. A and she also said that there was nothing that she could do and she would not be willing to exchange the mattress.

I contacted Customer Care and informed them that I was not happy with the purchase and I wanted to exchange the mattress. They said that there was nothing that they could be do because I did not purchase their Ashley mattress protector. They stated that it was for hygiene reasons. I explained to them that I have my own mattress protector on it and that is why I didnt want to buy a new one! They said that they were not willing to exchange the matrress and that it was final sale.

It does not state any where on the Bill of Sale, that it was a final sale, nor are there any signatures on it, which legally makes the purchase null and void.

Secondly, in the Terms and Conditions it states that when you purchase the 90 Night Comfort Guarantee you can exchange your mattress within 90 nights from date of delivery. Complete details are included in your guarantee certificate.

Clearly, it does not state anywhere that a mattress protector was requried in order to exchange the mattress.

I want to cancel this order and I want a full refund on this purchase! Since they are insisting that the mattress is now mine

It brings me no joy to write this horrendous review but after being patient, giving Ashley's the opportunity they asked for to correct the problem and (2) phone conversations with store Manager Gigi A. to do "the right thing" we were told "were on our own".

My wife and I have enjoyed flipping houses over the last few years and have furnished (4) homes with Ashley's ($35-$40,000 furnishings) - no issues everything was great until...

In October 2019 we once again went back to Ashley's for LR furniture (6-pcs) for our new home in Vineland. On the day of delivery one of our two brand new love-seats had damage to one of the arms. It was noted on the bill of sale at the time of delivery and was told that their customer care would be in touch. Rather than waiting to be contacted by customer care we contacted them a few hours later, explained the situation and said we wanted a brand new replacement love-seat. We were told was that their customer care department wanted the opportunity to order a replacement arm and to come out and replace it. They went on to say, if that didn't solve the problem to our satisfaction a new love-seat would be ordered. We obliged and said OK let's try that first. We waited 6-7 weeks for the new arm but instead a fabric sleeve arrived to be installed.

Immediately I noticed this attempt at a repair didn't match (as you can see by the pic). Even the installer who took my new love-seat apart to fit this replacement sleeve on agreed this wasn't a match so much so he took pics and contacted his supervisor.

Long story short...the Stoney Creek store Manager Gigi A. after two phone calls, when given the choice, chose not to do the right thing and make this right. She tried to download the issue to their customer care policy. As we explained, we didn't buy this furniture from customer care we bought it from Ashley's retail store in the Stoney Creek store and the salesperson who assisted us. Their customer care suggested we order another sleeve and try the replacement once again and that it was store policy to make three attempts.

Then 45 minutes after speaking with the store Manager again customer care called to say the fabric on the sleeve that was installed meets their "manufacturers standards" they do not guarantee a match and our case was closed.

I remember a day when HONESTY, INTEGRITY and DOING THE RIGHT THING was the cornerstone of a business culture. How too bad that this has been replaced by a well trained culture to do the exact opposite.

I purchased a complete dining room suite and a sofa bed Nov 2017 and had it financed for 0 payments & 0% for 12 months. I was forced to have *** delivery service as that was the only delivery option Ashley's offer (delivery, setup and removal of all packing materials) I also paid for extended warranty for the dining room suite and the sofa bed at Ashley's prompting. When the furniture was delivered they dropped the boxes at my door and left. There's been a lengthy back and forth with Ashley's as the leather sofa bed was damaged and not built properly and the dining room table was cracked and defects. The first time we sat on the dining room chairs, some of the crystal buttons came off and the legs broke. We called to have these issues fixed and followed the directions of sending photos to substantiate our claims. Ashley's then sent out a technician to visualize the damage and then set up a repair appointment to have the items fixed or picked up and exchanged. My husband and I have lost time from work to be home for the appointments. They sent a repair man to completely rebuild our leather sofa in our home. The dining room suite became what seems like a never ending cycle of pickup and replace for chairs and a series of promises to replace our dining table (which never occurred). Our dining room server also went through the same process to arrange a replacement because it was built crookedly. After a year of ***, yelling and begging Ashley's to let me return and choose something else or refund me they finally offered to pick everything up (except the leather sofa) and credit my *** financing account. They said they finally made this offer because they knew that they could not provide a non damaged dining room suite. When I called to ensure the credit was for the appropriate amount, I was told that I would be credited for everything except the cost of the leather sofa bed. I asked about compensation for all the time and trouble that my husband and I had experienced and was advised that they would only offer a store credit. I explained that we were long time faithful customers but this experience left us seriously discouraged from shopping at Ashley's again, the Manager said the store credit was the best option and we could give it to someone else. Upon checking the amount I discovered that I have not been properly credited and I was being charged for *** delivery and extended warranty for everything including the returned furniture. I called Ashley's and was told that instead of paying the $757.55 that I do owe I had to pay $1634.61

. They make it seem like you are getting the best price when really they make people pay more for a bedframe than what it's actually advertised in their store. I'm so disappointed with them. After them saying customer satisfaction is important they still refused to help.