ASHLEY FURNITURE

Reported to the BBB. - We went in on Dec 13, 2017 to shop for a new mattress due to a failed mattress (also purchased by Ashley 3 years ago). They gave us a $1,187 credit towards a new mattress due to that issue. We were told by Hannah B. to come back Dec 15th because they were having a huge sale and we could get a good deal. We went back and found a decent Tempur-Pedic. Due to the "sale", they were very busy and the entire process took 3-4 hours. We had to wait on the financing folk at the front desk. Finally our turn comes up, and Carlos tosses our paperwork onto the counter and I looked at it and told my husband, "We're not signing that, the credit isn't on there" (the bill is $4181.24). He replied, "what credit?" Really? Isn't it flagged on our account? He blames it on the sales person for not telling him. So we made him redo the paperwork. He finished it and again, I said, "I'm still not signing that, it doesn't reflect the "sale" % off. So he re-does it again. Finally I sign, and the total came to $2800+ roughly. So they hand us the receipt and we leave. About a week later, I check the Finance Company and there it is...looks good. The next week, I check it again and set up payments and lo and behold, I have a $4181.24 bill. So I chat with Synchrony and they say, "Ashely hasn't released the credit. I can see it, but they are not applying it." All I have to do is simply call and tell Ashley to "remove the hold", oh but BTW, they are going to submit ANOTHER charge for an additional $4500. WTH? So I call Ashley and they say, "oh, it's just a mistake, we'll get that taken care of." Except that they don't. Long story short (sorry), I have called 3x's and have spoken with my sales rep, the Office manager, and some other person of no help. We have gone down twice to their store; the most recent being January 11th or 12th, to discuss the problem with Sam, the Office Manger - he said he's get with his Accounting Manger and get it straightened out. Here we are on January 20th, over a MONTH later, and my charge is still $4100. DO NOT DO BUSINESS with these folks. Once the sale is made, they don't give a crap about your credit, their service or you.

I spoke to a customer service representative at the Ashley store multiple times. Following the second visit from the technician, I was again informed that it didn't qualify for replacement under the warranty as it only sagged 1 1/4". I asked if this could be be referred to Sealy. The representative informed me that their Sealy representative was in the store that day and she would talk to her about the problem. After the two spoke, I was informed that the warranty was void because I didn't purchase the bed frame from Ashley. I informed them that I did purchase the frame from them--that it was actually "free" with the purchase of the mattress and box spring. She told me that it was not reflected on the invoice; therefore, they could do nothing for me. I have continued to sleep on this bed because I cannot afford to replace it. I have tried various possible solutions such as an inflatable air bladder that goes between the mattress and box spring, a piece of plywood between the mattress and box spring and a memory foam topper. None of these have helped at all and I continue to wake with a backache every morning. Attempts to go directly to Sealy have failed as they say all claims must go through the retailer. Needless to say, I will not do business with Ashley Furniture or Sealy Mattress again.