Complaints for Ashley HomeStore in Cullman, AL

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
1	Unanswered

2 complaints against Ashley HomeStore

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11/13/2022

RESPONSE: Complaint was not answered Amount in Dispute: $10,435.56 Amount Settled: $0.00

Customer Complaint

10/18/2022

Purchased a bed and mattresses from Ashley store in Cullman., AL on 8/13/22. Still do not have the bed and they won't communicate. Delivery was scheduled for 10/1 but no show/no call. I called the warehouse on 10/3 and the person I spoke with said she couldn't access the ticket but would contact delivery team and get back with me. No contact. The person I spoke with at the warehouse said it looked like no deliveries were made from that truck on Saturday. Contacted seller in Cullman on 10/3 and she was supposed to get back with us the following day. It has not been 14 days . Haven't heard from her and we are 65 out from the purchase date. No one from the company will provide information. At this point, we would like to get our money back and purchase from someone else. Also, as part of the deal of the sale, we were supposed to get $500 worth of extras which included two pillows and a mattress protector which is required to keep the warranty valid. The sales person told us that they couldn't provide the master protector because our bed is a split California king and they don't carry them on their website and she said she was unable to offer anything to compensate for the $200 we were still due as part of the deal. She told me I would have to locate them somewhere and buy them myself. I did find the correct size on the Ashley website and there were options that would have fit the $200 budget that was left in the "incentive". They lied. Resolution Sought Refund.

1/10/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $2,600.00 Amount Settled: $0.00

Customer Complaint

12/17/2021

Awful for the past 4 1/2 months. Ive been overcharged, had wrong mattress delivered, am right now being charged late fees for a bill that TD partnerships never stops billing me for. Overcharged over 80.00 on a pillow. For the 3rd time today told by Ashley at store that its fixed. This is the 3rd manager in store. Its changed hands 3 times during my purchase. Keith refused return or swap of pillow. I never chose the pillow, salesgirl did. Unbeknownst to me it was a promotion. So the bill got padded to a LOT. I WAS BILLED BY FINANCE CO. IIN SEPT. PURCHASE WAS AUG. 20. I HAD PAID DOWN 500.00. I BROUGJT HOME NOTHING THAT I COUID USE UNTIL MATTRESS CAME..... 2 MONTHS LATER ON OCT 27. LATE FEES STARTED IN EARLY OCT. Mattress came BUT GUYS REFUSED GUARANTEED PICKUP OF MINE!!!!! I HAD TO HAVE A NEIGHBORS HELP... I WAS AT A LOSS, AGAIN. AFTER THEY MADE A CALL THEY TOOK MY MATTRESS. NEW ONE IS HURTING MY LOWER BACK. I HAD 30 DAYS TO SWAP. DUE TO OUTRIGHT LIES FROM THE STORE AND THEIR FINANCE CO. the money i owe keeps racking up. I reselected a mattress which they had to do, but it took over 2 weeks for a price. It is now 3600 some odd dollars!!!!! Highway robbery is too good of a description. Bedzz xpress has an actual selection and knows how to cancel a screwed up bill and issue a correct one. This company refuses to do that BUT DOES WANT MORE MONEY. IM ON DISABILITY, AND Social SECURITY WHICH I MADE VERY CLEAR TO THEM. Resolution Sought Refund the money, take this concrete mattress out of here and I can get a bed elsewhere. They were given 500.

Company Response

12/29/2021

I personally worked with Mrs. Lemley when I transferred back to Cullman as the store manager. She was a very tiny lady weighing approximately 100-110lbs not weighing much made it difficult for her to find a mattress soft enough for her. Here is my observation and what I personally encountered with her and what I know about her sale. Customers original order was on 8/20/2021 paying $500 down and financing the balance through TD Bank at 0% interest as long as you are not late on payments or go over your 72 months term. Customer then reselected and chose to do the option with a box spring and no adjustable base same day as original sale. Funding was reduced. Customer had purchased a storm 2.0 pillow for 199.99 and signed for it. Came back at a later date stating it was not the one she wanted so we took $80 off the price of the mattress (due to pillow being billed out) and gave her the pillow she said she wanted. Which was 119.99 letting her keep the other pillow at no charge. Mattress went from 1899.99 to 1819.99 difference $80. So she actually got a 199.99 pillow for FREE. Customer was delivered on 10/27/2021. She states she was delivered the wrong mattress in the complaint however she was not delivered the wrong mattress. It was the one she ordered. Customer then made approximately 3-4 trips to the store to try out other mattresses over a period of 25-30 days spending multiple hours at a time (about 2 hours each trip minimum) in the store being indecisive. On Dec 7th she finally found one she liked better than what she had. Seta Soothing Rest (not covered by comfort Guarantee) and also $500 less than the original purchased mattress. Our comfort guarantee states mattress reselect must be of equal or more value. We allowed her to decrease in mattress price to 1399.99 the Serta soothing rest to make her happy if she ordered the adjustable base at 699.99 difference. She wanted to think about it over night before making the final decision on ordering the new mattress because she wasn't 100% for sure if she liked it. All comfort guarantee fees are 10% restock of the mattress going back and a 99.99 redelivery fee and the 2nd mattress will no longer qualify for comfort guarantee. Our comfort guarantee comes with free delivery on the initial order. She would be charged 1891.90 = 10% of mattress going back 699.99 for adjustable base plus 9% tax (highly discounted to make her happy) 99.99 redelivery fee plus 9% tax (first delivery was free) Total of 290.89 she would be charged in required fees Leaving 209.11 out of the $500 decrease in mattress price. (Not charging her the extra $500 for the cheaper mattress she chose) Adjustable base would add a total of 762.99 (including tax) – 209.11 left out of the $500 she should have been charged totaling 553.88 due for the customer to finance or pay. Which is 7.69 a month according to how she paid. All fees/charges can be added to finance so customer is out $0 out of pocket. Customer then called regularly to get the ok to order the new items but she never would make the reselect FINAL CALL. She never made the call to order new mattress and base. We would very much like to resolve this issue with Mrs. Lemley.

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