Complaints

This profile includes complaints for Ashley Furniture HomeStore's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ashley Furniture HomeStore

  1000 St. James St Winnipeg, MB R3H 0K3

  
• 

  Ashley HomeStores

  1663 Trans Canada Hwy E Frontage Rd Kamloops, BC V2C 3Z5

• 

  Ashley HomeStores Ottawa

  530 West Hunt Club Road Ottawa, ON K2G 7B5

• 

  Ashley Furniture HomeStore

  88 Heritage Gate SE Calgary, AB T2H 3A7

• 

  Ashley HomeStores Espanola

  613 Centre St Espanola, ON P5E 1H4

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a couch on Friday June 27. It was delivered Wednesday July 2,2025. I paid $**** plus $*** for delivery. When it was delivered the stitching in the back pillow was coming out. I immediately informed them about this and I had to use a virtual assistant to send pictures and they were to get back to me in 48 hours. How convenient since they have a 48 hour clause for returning something. I assumed incorrectly that they would replace the couch. Instead they want to recover it in our basement! That's not what I paid for. I paid for a brand new couch and that's what I want! They can bring me a new undamaged one and take this one and do what they want with it. I have never had such bad service from a company. I told them I do not want a repair I want a replacement and they said it is too late to return because you only have 48 hours. I would gladly keep the couch if it was in brand-new condition which is what I bought. You don't expect to repair something the day it was delivered to you. Who dropped the ball on inspecting it? And it's not my fault it was damaged so I should not be the one who has to pay the price for it by getting the couch recovered in my basement. ** *** *** **** ***** ***** ** ****** ****** * **** *** ** ************ *** ** ****** *** * **** ** ******* ******** ** ****** 

  

  Business Response

  Date: 17/07/2025

  We have replaced the sofa sleeper with a new one. Per policy that is signed at time of sale, when something is delivered and accepted we do attempt service 1st. If we cannot service then we will replace. Guest was approved for replacement and item exchanged on 7/12/25. No issues. This is closed. 

  Customer Answer

  Date: 18/07/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Chrissy ******

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase date of sectional from Ashley Furniture February 10, 2024. A few days after I got it, I noticed that there was some noise coming from right inside of sectional. Sitting or standing it makes a sound such as rubbing, quite loud. Cushions were losing shape very fast. Male technician from Ashley Furniture came to my home, he said he has 20 years' experience with them. Told me he would get his tools to add / adjust wood to my brand-new sectional. I didn't agree wanted to see if other options were available. He told me he would make his report on all he seen & recommendations for all new stuffing. To this date I have only received 2 stuffing for 2 cushions when in fact there are 5. Those are now falling apart. I called early in 2025 to get an update, told nothing on file. It was mentioned to me since I purchased extended warranty, they would send me all the new stuffing for all 5 of my cushions (the good quality that the original is does not come with). I was told to submit video / photos of the issues which I did. When I called today July 4, spoke with Terry, he said that they have no record of me being approved to receive extended warranty stuffing, need to send videos / photos again. He mentioned that a technician came to my home in May 2025 but this is not true. I purchased this sectional because I was in love with it in the showroom. Once I got home with the sectional, I was very disappointed with the purchase & expressed the concerns but nothing I do seems to be done properly. I can't get any straight answers from Ashley Furniture. I had asked for a full refund was told not going to happen. I have asked to speak with supervisors / managers but denied told that once I speak with one person, I am not able to be escalated to a higher superior.

  

  Business Response

  Date: 17/07/2025

  Guest is out of the 1 year warranty. Per tech report on 10/31/2025 tech requested both cushions for both chaises to be ordered. Ashley has a 1 time core replacement policy as the sagging, of cushions are considered normal wear & tear but we will replace once as a courtesy under the 1 year manufacture warranty. We ordered parts. We do not cover pilling/fraying as that is not considered a manufacture defect. The guest is now out of warranty and must reach out to her extended warranty for any other issues a we have completed what we can on our end. Once items are in guest possession all sales are final we do not offer refunds/returns. There is nothing more we can do. This is closed. 

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 15th, 2025 I purchased a new table, bench and 4 chairs from Ashley furniture on St. James for a total of ******* which included the cost of the furniture as well as "white glove service".
  
  On June 24th the furniture was delivered at 10:03. My wife noticed the damaged corner of the table before the delivery men even got back to their truck. I was texted a message from Jenny that the furniture had been delivered. I sent her a return text stating the table was damaged and she proceeded to tell me that she was sorry to hear that and to please file a damage report.
  
  I immediately filed a damage report along with pictures using the texting claim system they recommended. They emailed a request to have us call to book an appointment.
  
  My wife called and was told they would pick up the table and try to repair it and if unable to do so they would replace it.
  
  I did not purchase a scratch and dent item. I purchased a NEW table and chairs. They wish to remove the table from my home for a full week before returning either a repaired one or a replacement table.
  
  I want only what I paid for...a new table set without damage. My old set was removed when this was delivered so I am to go without a place to sit while I eat for a week?
  
  I want the company to deliver me a new undamaged tabletop when they pick this damaged one up. Why should we be forced to deal with a repaired set before it's even sat at?

  

  Business Response

  Date: 17/07/2025

  Spoke to Mike today. Guest informed of the issues with the delivery and damage of the table. Per policy we do offer service once something is accepted and if we cannot service to standards of the manufacture and customer then we offer a replacement. Guest was not given this information at time of sale, which is to be gone over as they are signing this document stating the policy, Terms & Conditions. I have offered to replace the table (only table) as a courtesy since the guest states the repair is not up to standards. Guest agreed. 

• Initial Complaint

  Date:25/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought furniture worth $ ********* from Ashley Homestore * ********* ***** *** ********** ********** ** ******* out of which a three seat sofa was poor quality discovered by me after delivery. I have reported to them online and by email prior 48 hours that I need it back with refund including a matching single recliner. They insisted to send technician after 10 days (June 25) who supported my claim. Today I called their customer service denying my claim that the technician reported no issue. I respected their conditional timing the right to return and refund but they flat out rejected me despite even buying more furniture's at the time. I need to return and refund the poor quality supported without further selection from them.

  

  Business Response

  Date: 27/06/2025

  I left a voicemail for *** ******** and emailed ********************* today.

  Customer Answer

  Date: 08/07/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. They refuse refund,  but agreed to swap replacement sofa I was able to choose different model. Delivery to my place anticipated by July 16.

  Hopefully, this will close my claim.

  Much obliged and grateful for your intervention and support. 
  
  
  
  Sincerely,
  
  
  
  Ahmed *****

• Initial Complaint

  Date:24/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my deep frustration and disappointment regarding an unresolved issue with a promotional $** ********** gift card I was promised upon purchasing a sofa in April 2025 from the Ashley HomeStore ** *********.
  
  At the time of purchase, the salesperson informed me that I qualified for a $** ********** as part of the promotion, and I was told to expect it in the mail within 1–2 weeks. However, it has now been over two months, and I have yet to receive anything.
  
  I contacted the ********** company directly, and they confirmed that no request was submitted under my name or information — meaning Ashley never initiated the process. Despite contacting *** ********* ***** *** Ashley’s head office more than 10 times, I’ve only received vague responses such as “it’s on the way” or “we’ll check and get back to you,” but no one has ever followed up or provided a clear resolution.
  
  This level of service is extremely disappointing and unprofessional. This experience has left me feeling misled and ignored.
  
  I would appreciate it if someone could resolve it immediately. I expect the promised $** ********** gift card to be issued and mailed without further delay,

  

  Business Response

  Date: 01/07/2025

  I left a voicemail for ***** ******** and emailed ************************ today. 

• Initial Complaint

  Date:12/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: January 7, 2025
  Amount of money paid: Approximately $**** everything included
  Ashley Home Furniture was supposed to deliver our sofas to our home. White Glove Service.
  What the nature of the dispute was: the delivery people brought the sofas and in the process of bringing it, they damaged our door and frame. They were having trouble bringing the sofas into the house. The sofa couldnt fit in the direction they brought it in and instead of reversing and turning the sofas angle to fit, they kept pushing in to the door and damaged the frame. My dad asked the delivery people, did you do this and they acknowledged and said yes. Don't worry call the department and they will reimburse and fix it. When we called the department and took pictures and sent it in, the delivery department did their internal inquiry and responded to us saying that the delivery people denied it. They responded to us weeks later. We kept following up days after our report and they kept telling us that they had no information for us. But when they got back weeks later they said if we could submit surveillance footage. This in my opinion is ridiculous because, 1) what IF our house didnt have security surveillance 2) most home security footage overwrites after 3-5 days unless you pay for a subscription which we dont 3) the matter wasnt responded to in due time which caused us to not have security footage. We provided pictures of the damage and the delivery department keeps denying that and they wont assume responsibility. The manager at Ashley retail store was extremely helpful and agrees that the matter should be resolved. Unfortunately his efforts werent successful either. We now have a damaged door and frame and its been months of going back and forth and no one from Ashley is assuming responsibility for the damage the delivery drivers caused when delivering the sofas.
  Whether or not the business has tried to resolve your issue: the matter is still unresolved.

  

  Business Response

  Date: 19/06/2025

  We have left a voicemail for Mr. & Mrs. *******  We will have the claims department reach out.  

  Customer Answer

  Date: 25/06/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Ashley Furniture made ONE attempt to call and left a voicemail to return the call to Melanie at **********. We have called and left voicemails and have not received a response. Ashley Furniture has yet to provide a resolution and to contact us. 
  
  
  
  Sincerely,
  
  
  
  Abdul **** ******

  

  Business Response

  Date: 26/06/2025

  Spoke to Daughter of guest on account.  She is wanting to go over the Property Claims Damage. Informed guest that the claims department has already denied their claim, we cannot override their decision. If there was an issue with the furniture we could assist, however there is not. We cannot offer assistance with the property damage as it was denied.  This is closed. 
  

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date Of transaction: May 31 2025
  Amount:*******
  purchased a bed frame on May 31 2025 went to cancel to order on June 1 2025 to get a refund. when the sales rep told us the only way to return the payment was via e-transfer and not the original for of payment which was debit card. On the website it states all refunds will be placed to the original form of payment except cash. The e-transfer process is taking multiple days and no receipt was issued to us to show the return was completed any they would not give us one. so we are unsure if this will actually get our funds return.

  

  Business Response

  Date: 30/06/2025

  I left a voicemail for ***** ******** and emailed *************************** today. 

• Initial Complaint

  Date:27/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 12 I visited Ashley Furniture. A salesperson (Dhaval *****) persistently promoted items & emphasized a 90-day no-questions return policy. Under intense pressure, I bought a sofa & bed. I paid $********. Upon going home & reviewing the receipt, I noticed discrepancies between the quote & the billed amount. Within 48 hrs (April 14), my friend *** **** & I returned to the store to request a refund. Dhaval ***** refused. I insisted on a refund
  due to the misleading pricing. Manager, Ms. ******* ***** persuaded me to keep the items, promising the 90-day return policy if I was unsatisfied. The delivery was on May 9th & the sofa could not be delivered as it did not fit & was returned, I have not received the refund as of May 27. The bed was poorly installed & had a damaged headboard. I reported this immediately & was told they could not remove the items but took photos & advised me to contact the store. Mei **** & I called the store & Ms. ******* assured us that the refund would be processed & the bed issue addressed. On May 21st a technician came & said the bed could not be fully repaired. I was given three options: 10% refund, 15% store credit, or 2nd technician visit. I was told I must choose one in 2 days or forfeit all claims—terms that I find unreasonable & coercive. May 22 I returned to the store & Ms ******* told me to go home, when I refused security came to evict me from the store. * *** **** **** * ******** ****** *** ******** ******* *********** **** ** ****** * **** **** ** *** ***** ** ****** *** *********. They assured me I would receive a full refund within 3-5 days. A second security guard was called and ********** ** ****** ** *** I said I would leave shortly **** * ****** ** ********* ** ******* ** ** ***** Then the police arrived and they compassionately assisted me home. This entire experience has caused me emotional stress and physical harm. * **** ******** *** ********* I am requesting a full refund and the return of all purchased items.

  

  Business Response

  Date: 26/06/2025

  I called ************ and the number is not taking calls at this time. I emailed *********************** 

  Customer Answer

  Date: 27/06/2025

  *********
  ********** 
  
  
  
  I am rejecting this response because:

  We phoned Ms. ******* at the number provided but received voice mail. We left a message and also returned an email to her with our concerns.

  Regards,

  Dan *******

  ****** ******* ************
  
  
  
  **********
  
  ***** *****

  

  Business Response

  Date: 30/06/2025

  I called ************ and the number is not taking calls at this time. I emailed *********************** ******** Terms & Conditions.  We cannot offer a return on bedding, mattress, etc. I can offer a return on the Bedframe, headboard, footboard and rails, however the is a 10% restock fee, as on the conditions in which are singed at time of sale. 

   

   

   

  ******* *** ************* **************
  *** *** **** ** ****** **** ***** ***** ** ******** ** ******* ****** ** ***** ** ******** *********** *********** *********** *** * **** ******* ***** ** ****** *** *** ******** *** ******* ** ******* ***** ** *********** ** *** ****** ** ****** **** ***** ***** ** ***** **** ****** **** ** ****** **** *** ** ******** **** ** ******* ******* ***** *** ********* *** ** * ****** ** ********
  ************* *** ******* **** *** **** ******** **** *******
  **** *** **** *** ******* ** **** **** *** *** *** ***** **** **** ********* ********* *** **** ** ***** ** ******* ** ** ******* *** * *********** ** ******* ** *** ******** *** ******** *** *** ** ** ******* *** **** ***** **** ******* *** *********** **** ** *** ****** **** ******** ** *** ******* * ****** *** ******* **** ****** **** ** ****** **** *** ** ******** **** ** ******* ******* ***** *** ********* *** ** * ****** ** ******** ******** *** **** ** ******* ** ******* *** ********
  ****** **** ***** *** ** ********************* *** *********** *** ** **** ******* ** ******* ***** ********* ********** *** ******** *** *********** **** *** *** ***** ******* ********* *** ******** ** ******** ********** *** **** ******** **** ** ******** ******* *******

  Customer Answer

  Date: 03/07/2025

  We have responded to the 2nd email provided by Ashley Home Store and requested exactly what will be the value of the refund for the bed portion of the purchase (Head Board, Foot Board and Rails). We do not believe that there should be any restocking fee as suggested nor do we wish to replace it considering the length of time and issues associated with the first purchase. We prefer a total refund (as was promised and is outlined in our written complaint) but can accept keeping the mattress.

  

  Business Response

  Date: 03/07/2025

  I corresponded with guest and offered a return for the king bed frame, headboard, footboard & rails.  Guest is leaning towards that however they want the full refund without the restock fee. Informed I can waive the restock fee and can schedule for this weekend or next week. Guest will get back with me. 

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased furniture from Ashley HomeStore and received it on Saturday. I contacted customer service the same day to report issues and request a return, but they did not reply until Monday morning. After I provided photos and followed up, they delayed again and only responded on Tuesday, stating that the 48-hour return window had passed and they would not accept my return. I believe this is unfair, as I made every effort to contact them within the required period, but their delayed response prevented me from completing the process. I am requesting that Ashley HomeStore accept my return without penalty.

  Customer Answer

  Date: 06/05/2025

  Subject: Additional Information for Complaint ID ******** – Ashley Furniture HomeStore
  
  
  Dear BBB Team,
  
  
  I would like to provide important additional information regarding my complaint against Ashley Furniture HomeStore (Complaint ID: **********
  
  
  I received the delivery on May 3rd, 2025 at around 6:00 PM. Immediately after the delivery, I identified several serious issues with the bed frame and contacted Ashley’s customer service by phone the same day. The representative informed me that it would take 1–2 days for someone to follow up on the issue.
  
  
  Due to Ashley’s internal delays, I did not receive a proper response until May 5th, 2025. During this time, I actively provided all requested documentation, including photos, descriptions of the issues, and the serial number.
  
  
  However, the only solution Ashley offered was to order repair parts, which would take 2–4 weeks to arrive. This solution is unacceptable because I am currently unable to use the bed, and I am incurring additional costs as I cannot move into my new home without a functional bed.
  
  
  I would like to emphasize that I acted in good faith and reported the problem well within the 48-hour window. The delay was entirely on the company’s side. Therefore, I respectfully request a full refund and removal of the defective product from my home.
  
  
  Thank you for your assistance. Please let me know if you require any additional documentation.
  
  
  Sincerely,
  Frank *****
  
  

  

  Business Response

  Date: 14/05/2025

  I spoke to Frank. Guest stated everything is being taken care of. He has the legs to be installed. Scheduled for 5/17.

  Customer Answer

  Date: 20/05/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: And today May 17. There is no one show up the whole day. I have serious doubts about this company’s honesty and integrity. 
  All I want to know now is what compensation the company will offer for the losses we’ve suffered during this time.
  
  
  
  
  
  
  Sincerely,
  
  
  
  Frank *****

  Customer Answer

  Date: 24/05/2025

  They originally promised to come on the 17th—or maybe the 24th—to fix the issue, but no one showed up the entire day. This is absolutely unacceptable. The bed has been sitting here unused for over three weeks, and it’s still not fixed. We can’t even use what we paid for. I’ve completely run out of patience.
  
  
  Let me be clear: the reason we can’t use the bed is entirely the company’s fault. It was your mistake. You delivered the wrong parts to our home, and it wasn’t until the installation attempt that it became obvious the components didn’t match. This was a serious oversight on your part, and we are paying the price for your negligence.
  
  
  At this point, I demand compensation for the inconvenience and losses we’ve suffered. I also expect the company to arrange for the bed to be picked up immediately so we can clear the space and purchase a proper bed frame from a more reliable company.
  
  
  *** ****** *** **** *** *** ****** *** ******** ** **** ******* ** **** ******** ****** *** *** **** ********* ******* ** **** **** ** ******* *** ****** *** ****** *** ******** *** **** *** **** ******* *** ******* ******* **** ********* ** ******* ** **** ****** **** ******* *** ***** ***** *** ** ****** ** *** *********** *** **************
  
  
  And don’t even mention the so-called “48-hour refund policy.” It’s outrageous that a company can deliberately delay service and communication, then hide behind a policy to deny a refund after the time limit has passed. **** ** ************ *** **********
  
  
  Your after-sales service isn’t just poor—it’s disgraceful. If this isn’t resolved immediately, I will have no choice but to escalate the matter further.
  
  

  

  Business Response

  Date: 28/05/2025

  The distribution center notated that everything was completed. I believe there was a misunderstanding between the fact guest stated everything was being taken care of, and not actually completed. I have reached out to inform team and get somebody out asap. 

• Initial Complaint

  Date:02/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was into the Ashley Homestore ******* ** **** *** ***** ****** ******** ** *** *** during their March Sterns & Foster mattress promotion and spoke to Sales Associate Johnathan ****** I tested the Sterns and Foster mattresses on the floor and Jonathan explained the promotion, the adjustable bedframe was included at no extra cost to myself and my friend Pat ******* The price of the S&F Zara Medium queen mattress I was interested in was $******* plus taxes. We asked questions about the bedframe that came with it. Johnathon raised the head of the platform with the wireless remote with the advised it was the same as the bedframe under the Zara mattress on the floor that i had tested, the only differnce was that it only had a head riser and not a foot riser. He provided me his sales associate card and we left.
  
  I contacted Jonathan by phone on March 22, 2025, to ask if the promotion was still on for the S&F Zara bed and bedframe, he advised it was not, however, he will speak to his manger to see what he could do. He called me back advising he had spoken with his manger and they were able to honor the promotion. I advised I would come not the St James store the following day to set everything up. He indicated that would not be necessary that it could all be done electronically and he would forward the information to my email shortly.
  
  It was set up as an layaway plan (email attached), I believe to honor the previous promotion, and I paid the full amount on the invoice that day. I am not able to now view the breakdown of the mattress verses the bedframe, however I believe it was $****** + taxes.
  
  The mattress & bedframe were delivered on Thursday April 17, 2025, just before Easter long weekend. The Ashley delivery people removed all packaging, set up the adjustable bed frame and placed the mattress on the frame and left with the packaging. The delivery guy did make the comment oh these legs are not adjustible, L believe because he thought the bed was too high for me.
  
  I was surprised that the height of the mattress and bedframe seemed much higher than that of the showroom mattresses I tested and the remote was wired to the bedframe which was not the case in showroom. * **** **** ***** ******* **** ******** ****** *** **** ***** ** ********* ** **** **** ****** ***** * ** **** ** **** **** ***** **** ****, the more I thought about it the more I realized that the combination of the mattress and bedframe height, 31" was not going to work for me only being 5'1" tall. The mattress was up to my hips! I tried to connect with Jonathan to no avail and ended up send an email to him on April 23, 2025, (attached) which has not been responded to date. I tried to connect with Jonathan by phone **** ********* after sending the email, a message was taken however he did not return my call.
  
  I went down to the St James store on April 25, 2025, I was advised that Jonathan was their but tied up with a client, I was at the store for at least two hours, Jonathan made no attempt to meet with me. Instead store Manager Addis ******* offered me assistance, he reviewed the transaction and the email I forwarded to Johnathan. He indicated there was a 48 return policy which I had not meet, however after some discussion two options were provided. One he would try to find shorter legs for the bedframe and Two he would ask his manager to if they can approve an exchange of the received adjustable bedframe for the same adjustable bedframe I had originally trialed at an extra cost of approximately $******* $******* - $****** = $****** =+taxes. He disappeared several times into the warehouse than returned with shorter legs which he indicated were adjustable, worth $******, and offered to carry them out to my car. I advised I would give them a try however I would like him to follow up on option two, to exchange the platforms, and asked for his card. He provided me his card, indicating he was giving me his personal cell # *** *** ***** and he would get back to me, and asked me to return the original platform legs if this could be done. I looked quickly at the legs provided, obviously used, and left the store. I did another errand close by and then examined the used platform legs he had offered me. I noticed they did not have protective covering on the bottom and were missing some part. I returned to the store to return the used legs and ask to speak to Addis, I was advised he left for the day. I called him on the cell number he had provided, left a voicemail while I was in the store, advising the legs would not work as no protective covering and to follow through with option to the exchange of bedframes.
  
  I followed up with a text on Sunday April 27, 2025 " Good morning Addis, unfortunately the smaller legs provided were incomplete, no protective cover on two of the legs. I returned them yesterday. we will need to move forward with another solution . I am very disappointed that I was originally told the adjustable bedframe was the same as the $******* bedframe, the only difference was, only the head raised not the foot. This was not the case! My friend was with me when this was said so I have a witness! Do you have an update for me as I am not interested in Keeping this bedframe."
  
  I texted Addis again on Tuesday April 29, 2025, "Hello Addis! Please provide me with the name of the manger so that I can contact them directly." Addis has not replied to date.
  
  
  I feel that Jonathan misrepresented the bedframe that he was providing me, the existing bedframe doesn't work for me due to the height, and neither Jonathan nor Addis are now working with me to resolve the issue.
  
  I would prefer to be refunded for the bedframe, $****** plus taxes, $******* However, I would be willing to exchange the unsuitable bedframe for the bedframe I trailed in the showroom with a wireless remote and 14" legs for the difference in price $****** + taxes as discussed with Addis the Sales Manager on April 25, 2025. As the existing bedframe was misrepresented by Jonathan, I feel the delivery /pick up charges should be covered by Ashley.
  
  
  regards,
  
  Kathy Long

  

  Business Response

  Date: 14/05/2025

  I left a voicemail for **** ******** and emailed ****************** today.