I am disputing a purchase in the amount of 3,294.40 made on 6/10/023 due to the following reasons. We purchased a Firm Stearns and Foster Cal King mattress on 6/10/2023, the tag on the mattress on the store incorrect as it had the incorrect model number that we did not know about. When the mattress was delivered on 6/16/2023 we noticed it was extremely firm and not like the floor model. I went to the store the next day on 6/17/2023 and checked the mattress on the floor and noticed it was way softer. I typed the model number listed for the cal king model and lone behold it was for a Ultra Firm even though the tag said it was just a regular firm. After filing a claim (claim #08262705) with Ashley and multiple follow ups with the store they finally approved an exchange on 6/21/2023. The new delivery date for the correct mattress was 6/23/2023. When the delivery team arrived they removed the incorrect mattress first then brought up the correct mattress. When they laid the new correct mattress down the mattress was defective. It sunk down on the right side and bottom right corner. It was very obvious and I attempted to reject the delivery but the driver stated that he has no room on the truck and that this was an even exchange so I would have to accept it and file another claim. I made him take pictures of the mattress and note the delivery. I filed another claim (claim#08277313) the same day and after multiple follow up attempts for over a week Ashley sent someone out to inspect the mattress. On 7/4/2023 the Ashley technician came out and immediately notice that the mattress was defective, he took measurements and submitted his report. On 7/5/2023 another exchange was approved, I was contacted a few days later by Ashley to set up delivery for 7/11/2023. When the delivery guys came I made them open the new mattress downstairs to avoid issues. When the plastic was removed off the mattress there was obvious defects on it that even the driver noticed. At this point I am on 3 delivery attempts going on 4th to resolve the matter. I filed two BBB complaint on 7/17/2023, one for the Burbank store location and one with the corporate office. I also called Ashley furniture on 7/17/2023 and finally spoke to Nikki from the escalation team at the corporate office and advised her that I had filed a BBB complaint. She stated that she would verify with her team and get back to me which she never did. BBB sent me an email message on 7/20/2023 with a response from Ashley Furniture on BBB complaint ID# 20333330 which I have attached to the documents of this dispute. The response is that they would return the mattress and issue a refund to the original form of payment and that the pick up of the mattress was scheduled for 7/22/2023. I would typically get a pre-text the evening before to confirm the delivery/pick up but I did not receive one. I called Ashley Furniture at (800)240-3440 at 10:40AM and was on the phone for 16 minutes with a customer service representative who stated that this pick up was never scheduled and that he would try to call the delivery team to see whats going on and call me back. I never received a call back that day from anyone. On 7/24/2023 I called the same phone number at 9:07AM and spoke to another customer service representative for 6 minutes who stated that we have to schedule the pick up again since there was an error with the first date of 7/22/2023. The associate confirmed the new pick up date will be 7/29/2023 and that I would receive a pre-text the evening before to confirm. On 7/28/2023 I received no pre-text so I called the same phone number again at 4:51PM and spoke to a customer service representative who stated that they have no pick up scheduled yet again. At this point we think Ashley is doing this deliberately to not pick up the mattress which they agreed to on the BBB resolution email. Please help us, we are lost at this point as we are exhausted dealing with Ashley Furniture and their lack of communication. If we try to schedule the pick up again they will just do the same thing over again. We have attempted twice to have this mattress picked up so they can issue the refund back to our Discover card but they have failed both times. I was also contacted by the Ashley Home store in Burbank on 7/30/2023 asking me to schedule an exchange for the defective mattress. I advised the associate that I have written documentation from the BBB and Ashleys Corporate office stating that this is a return and full refund but they stated they have no documentation of it. They put me on hold for 15 minutes and came back to say that they spoke to their manager and regional manager and that they don't have that the refund information available. I advised them to call their corporate office and figure it out as I have written documentation of it. I have filed a claim with my credit card company and have provided all call logs from the dates provided as well as the letter from the BBB/Ashley corporate. read more

Ashley Distribution Services - Transportation Near Me - Arcadia, Wisconsin

It's a great company to work for Nationwide the staff is very helpful and willing to help .. read more

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