Complaints

This profile includes complaints for Ashley Furniture Home Stores operated by Highland Home Furnishings, Inc. and Highland Home Furnishings II, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Ashley Furniture Home Stores operated by Highland Home Furnishings, Inc. and Highland Home Furnishings II, Inc. has 3 locations, listed below.

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  Ashley Furniture Home Stores operated by Highland Home Furnishings, Inc. and Highland Home Furnishings II, Inc.

  2074 Mrn Mt Gilead Rd Marion, OH 43302-8989

• 

  Ashley Furniture

  919 S Lexington Springmill Rd Mansfield, OH 44903

• 

  Ashley Furniture Home Stores operated by Highland Home Furnishings, Inc. and Highland Home Furnishings II, Inc.

  2400 Us Highway 68 S Bellefontaine, OH 43311-8907

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:01/24/2025

  Type:Service or Repair 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.

  We purchased furniture on 5/19/2018 at the store. We were told we HAD to buy the "Montage 5 year- complete Premier Choice" warranty, for $249.99. ( Again, we had NO choice.) They said if we didn't use this warranty within 5 years, we could then get a credit to our account for $249.99. I called the store Monday January 20,2025 and told them we didn't use the warranty, I had all the paperwork etc... and would like a credit. The man on the phone told me "that is not a "THING"! He repeated this several times, as I kept explaining the paperwork. He put me on hold and asked someone else, and came back again and said "that is not a THING!" I asked for a supervisor to call me back, and no one ever did.
  On January 23,2025, I called back and picked customer service option#3, and told what I needed. She (*******) knew exactly what I needed and transferred me to the sales floor to confirm this warranty. This time, I talked to "******", and gave him the information I had on my papers. He came back and said, "you have to file for the credit within 12 mos. of the expiration date of the warranty!" NO WHERE is this explained in the paperwork, or mentioned at the time of sale!
  I believe this is a sales SCAM!

  Business Response

  Date: 01/30/2025

  I am sad to learn of your concern.   I myself have been with this company since the beginning, September of 2003.  The GM of the Mansfield location has been with our company since 2014 and the Sales Manager of this location since 2013.  We believe in being the difference for all of our guests and certainly take great pride in this vision.  Our company has three locations in Ohio which have never offered a protection plan with this option.  This is the reason you would have received the responses you did when contacting the store.  The call center you reached is located in Michigan and serves other Sister companies that may have or do offer this type of promotion and this is how they would have been familiar with your request.  I see where you referenced paperwork that states this option, would you mind sharing this paperwork with me to see if it can provide me with some clarity to its origination?  I would be willing to honor the credit of the protection amount once I see the paperwork you are referencing.  I look forward to hearing from you soon.  Feel free to reach me by email at *******************.  I appreciate you bringing this concern to our attention and I am sure we can find a suitable resolution.  My ask to see the paperwork is not disbelief rather simply to understand what is says and where it may have originated from.

  Thank you

  Customer Answer

  Date: 02/03/2025

  After receiving a response from ASHLEY furniture. They asked me to email the five-year warranty that we were made to purchase. I did so, and I also explained to them more in detail, how we did not have a choice to decline the warranty when we purchased the furniture. I also sent them the sales person‘s name and information that explained this warranty at the time. I am now awaiting a response as it was sent to a personal email to the store.

  Customer Answer

  Date: 02/05/2025

  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.

  Please see attached letter from the business.

  
  
  
  
  Regards,
  
  
  
  ****** ********

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Hi I have made2 large purchases with Ashley Furniture ******* **** with protective warranty on everything. I have been run around on my repairs and have had enough. ********* chair would no longer stay raised and my dining room table had gotten white spots from using paper plates and one of grandkids or something chipped a spot on table. I went to store to to get help making claims. Manager *** had salesman that was available place 3 claims 1 for broken chair 1 for paper plate marks and 1 for chip. The next day I got phone message stating claims was closed. I called and have worked with a women for months trying to get these problems resolved. She finally got my chair fabric from years ago resolved ********* hair is in process as its discontinued so I have to reselect but only from that store and very limited. I need good chair as I work from home on claims 10hours a day. All that was left was my table and still not resolved 1st they scheduled a repair for 3-4 months out and I said unacceptable so they got someone else sooner. The repair guy came out with a 40 min window. He told me he was here to repair the white spots and did not have work order for chip. I ask him how he planned on fixing and he told me a couple coats of polyurethane on table and the table is industrial type and not shiny so this would make table shine and to top that he said because the white spots are dull and the part that is not damaged is not dull it would still have color variation but shiny now with polyurethane. I refused the polyurethane repair plus he would put it right over chip. Since no work order for chip repair. I told him I have table inserts to expand table and he said he cant do them since not in table and affected by white spots so they would not match the table. This is unacceptable and the warranty is not sold to say you have to take this s***** job. I want a new table or all my warranty monies back. I tried to have store owner call and it has not happen. Please Help

  Business Response

  Date: 10/07/2024

  The dining chairs were delivered 7/24/2021 and there was a ticket showing in our system for parts to be ordered and sent to customer on 10/15/2021, with no notes after that. Customer called in on 7/8/2024 stating she never received this fabric. Although it was 3 years later we did take the customer at their word and got this issue resolved internally. 

  The office chair was delivered on 11/23/2022 and the ticket was opened on 7/3/2024 through the accidental protection plan (Furniture care protection). The item was confirmed discontinued and that parts could not be ordered on 7/9/2024 and the customer was communicated about the reselect on 7/11/2024. Ticket was closed on 7/23/2024 once all paperwork was received from Furniture Care Protection to submit to accounting. 

  The dining table was delivered on 7/24/2021 and the customer called our ******************** on 7/11/2024 stating the incident happened on 6/15/2024. Our customer care associate filed the Montage claim on the customers behalf because the customer had been frustrated with the 3 incidences needing handled 3 different ways.

  All of the information Montage required was provided by us, not the customer. The claim was assigned to a technician on 7/23/2024 and originally scheduled for 10/17/2024. On 8/1/2024 Montage reached out to the guest with a sooner service date of 8/7/2024. On 8/8/2024 the technician submitted a report stating the guest refused service in the home and an email was sent to the guest on 8/13/2024 stating she would need to allow repairs to follow the accidental protection plan process prior to a replacement being approved. I've attached the guests plan and the email sent above. The guest then reached out to the customer care center stating they did not want a repair, they wanted a new table or a refund of their protection plan.

  The customer care associate reached out to Montage to dispute the requirement of service on the customers behalf and request a refund of the plan if a replacement was not approved. Again, all information for Montage came from our ********************, not the guest. The guest also stated there was now further damage that was not initially reported or called out by the technician. I've attached Montages "refusal response" as well.

  The claim was reviewed and a replacement was denied. Montage then contacted the guest to discuss the refund of her plan. I've also attached that email. This was sent on 8/20/2024 and followed up on 8/22/2024 and 8/26/2024 with no response. 

  In my professional opinion we have gone above and beyond to try and get these matters taken care of. The process for accidental protection and our manufacture warranty is repair before replace. She was communicated multiple times that if she was unhappy with the repair we would have that conversation, but has yet to allow any repair to take place. We cannot jump directly to replacement when our technicians are able to repair. We also middle-maned this entire experience for the guest so she did not have to deal with Montage on her own. This is not our process, but we did so in an attempt to make this go as smoothly as possible. That being said, I can speak directly to the level of customer service she experienced and I do believe it was more than adequate. 

   

  Customer Answer

  Date: 10/13/2024

  Thank you for responding. I appreciate the recap of events and your above and beyond customer service minus some missing facts. However, I would like to focus on the concern of my table which has not been above and beyond customer service. First, I have searched my email and spam folder and there is no emails that I could find. The one and contact I had with Montage was setting up service call.  I did spend an hour in store or longer get tickets placed and was closed the next day! I was told that Montage was dropped because they didnt take care of Ashley Furniture Customers. I was wished lots of luck dealing with them. I had to have more calls and another trip to store to get tickets placed again. I sent all pics requested for all orders. I did stress that due to my full-time job, care of my elderly father and care of my daughter and grandkids that Ashley furniture FIGHT MONTAGE. Im sorry that you feel that is above and beyond customer service for a warranty I paid you at purchase. Its a shame that this is how things are for your customers. I choose to purchase ******************** through Ashley and trusted you with extra warranty for furniture I worked hard to pay and own. The big picture is missed here. This table was the first big furniture purchase for our family. We had been sitting half of family at a four seat pub table and others on couch in living room. We wanted a table to seat us as family. I financed the table which is focal point of my home as it is first piece you see when entering my home. I have done my best to care for this piece. I wanted it to stay nice so I could pay it off and work on purchase for my living room as I desperately needed seating and entertainment stand. I made that purchase from you and Im currently paying that purchase off. Its a struggle when Im only income for family of 6 which is why even tho I didnt have the money to pay for warranties I did so I wouldnt have to worry. All I think about is my table looks awful and I want fixed. Its not I didnt want fixed but you see if you look at this industrial table there is little to no shininess to this table. They have no work order to fix chip and refuse to make sure table inserts match repair. Who wants to make it worse and be stuck with this mess. I promise even the person responding to this BBB complaint would not want to settle for this or anyone else in this situation for that matter. I have been a good customer and ask that you do the right thing! You know Montage did not provide the service your customers PAID for and that is why you no longer use them! Why should I have to suffer the repercussions of your choice ? I purchase the furniture and warranty from you as I trusted you! Please make this right for me. I want to continue to furnish my home with you and no I dont spend the most monies but I waited 3 years for chair pads and made a second purchase before that. I did also follow up at store level in that 3 yrs they just never made records I guess. When I entered store every time they would ask if my chairs was fixed yet as that was how they remembered me. Please Replace Table and refund my warranty monies that I spent on Montage. Its the right thing to do! *****

  Business Response

  Date: 10/16/2024

  *****,

  Thank you for taking the time to speak with me yesterday. As we discussed, I'll be submitting all the information to our internal technician about if this table is eligible for a repair or if he does believe a replacement is necessary. If he states he is able to repair we've agreed that that would be the option at that time and that he'll fully explain the way it would be repaired. I understand your concerns are making sure the leaves match, the table does not end up being shiny, that we address the chip in the top and that the table doesn't end up a bunch of different colors. 

  If you have any further questions prior to me reaching back out please call me at ************ opt 2. 

  Customer Answer

  Date: 10/24/2024

  Thanks for reaching out to discuss my concerns regarding my table.  I have been awaiting a callback from you. I have not heard back from you. I did however get a message from your team to schedule a time to pickup my table for repair. I was not aware this was/ or is the plan. It is almost Thanksgiving/Holidays and I usually host so this is not the best option. The other issue is if they bring back and Im not happy then what is the plan? I will be waiting for new table well past holiday. This just continues to be a nightmare. I think the best solution is replacement. I would like ticket to remain open until I have my table issues are resolved please and thank you
  FYI, the emails attached from montage are not in my email anywhere. I believe these were sent directly to Ashley Furniture since they had been in regular contact with them and not myself. Please resolve sooner than later!

  Business Response

  Date: 10/29/2024

  *****, 

  As we discussed in our last call the customer care team was calling to discuss the repair we are able to perform internally and then schedule you if it was something you'd like to go forward with. We've also already discussed that the best you and I can do is gather all the information possible to decide whether repair is going to be the best decision for you or not. Our technician has stated it is eligible for repair, same as the Montage technician before. I've reached out to our technician again to get an explanation of repair to make sure we aren't missing anything, but to be clear, we are not choosing to replace this table. If you're still open to discussing repair please call me at ************, but I don't want to provide any false hope.

  Customer Answer

  Date: 11/07/2024

  I have received your message and needed a minute because I visited the local Ashley Store where I have made these purchases.  I am extremely upset and furious to find that my table has now been discontinued in this 6 mos that you have chosen to drag this anlong and unavailable. Makes me extremely furious and if that was not enough bad news. The office chair that was suppose to be credited in July 2024 and in for reselect at this store has no record per Manager ***. How is this above and beyond customer service that you say has taken place. I actually went into store to see about purchase of the table only to have in time for holidays since you have treated me so above and beyond. I would hate to see worse. The option to purchase the table is no longer an option. I guess youre happy. I WANT MY TABLE that is why I purchased this one! I discussed with Manager and called your repair team today 11-7-24 1033am and left message for *****. If this table is not repaired to my liking then you better have a way to get me this table in time for holiday This is unacceptable c*** for being a loyal customer Im done playing !  That ****** chair and ****** for s***** warranty better be in store on my account asap

• Initial Complaint

  Date:06/27/2024

  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.

  I purchased 2 beautyrest mattresses from Ashley Furniture on 04/01/2019. It was not at any point disclosed to me that I would not have a warranty on them. The bill of sale says clearance/price adjusted per ***. I paid alot of money for these mattresses. On June 5, 2024, I went to the store and spoke with salesman *****************************. I told him that my mattresses were breaking down on the sides to the point where my husband and myself felt like we were rolling out of bed. He informed me that Beautyrest has a 10 year warranty on their mattresses. He checked my purchase date and "put in a ticket" with Ashley **************** for me. ********************** **************** contacted me and asked me to send many different pictures of tags/platforms/measurements etc. I did soon 06/06/2024. Then I was contacted by Ashley again asking for more pictures with "a broom across my bed". I went out to the store because I wanted to talk to someone in person instead of texting. I showed ****** the pictures I had and told them that they are requesting more. He told me that it was "clearly obvious" that the mattresses were falling apart. He called their Beautyrest rep who asked him to send the pictures directly by text him. The following day my answer from them was that the rep had to send them to HIS boss. With a day or two I was contacted by Ashley Furniture **************** telling me that Beautyrest was refusing to honor any type of warranty because I didn't pay full price for them. She told me that "However, I have reached out to your local Ashley Store to see if there is anything that they can do since it was never disclosed to you that you had no warranty. He told me that he did not know that there was no warranty on a reduced price mattress nor did his bosses. He did call me back that evening and said that His boss had to run it by HIS boss, They are just not answering my communication at this point.

  Business Response

  Date: 07/05/2024

  After speaking with ***********************, We have arrived at a mutual agreement to provide the guest a store credit to apply toward a new mattress. We understand that our confusion with our own mattress partners regarding clearance models translated poorly onto the guest resulting in *************************** frustration. We take pride in servicing all of our customers with integrity and transparency and our inquiry with our mattress partner on behalf of *********************** took longer than all parties anticipated. We welcome the new opportunity to provide *********************** a better nights sleep! 

• Initial Complaint

  Date:09/01/2023

  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.

  My experience with this company has been absolutely ridiculous. I purchased a sofa in December of 2022 and it has been nothing but issues since then. Shortly after purchased the sofa was already showing signs of a defect. I contacted Ashley and they sent someone out to "repair it". It was not repair correctly in fact it looks worse than it originally did, and is once again showing signs of wear and tear. At this point i would like it replaced as there is no reason a new sofa should have these issues. I've attempted to make contact because it is unacceptable and have not heard back after leaving a message two weeks ago. I understand they probably get a high volume of calls, but two weeks?! I don't usually leave reviews but I'm completely disappointed in my experience with this store considering the money I spent. I would like a replacement seeing as how this sofa was $1,800 and has been defective.

  Business Response

  Date: 09/01/2023

  Ms. ************ had reached out this morning through another source as well, and we immediately responded to that as well as called her twice at the phone number we have on file for her in an attempt to reach out and resolve this. We had gone to her home on 7/29 to replace a fabric section on her sofa, which at least that day, was successful before we left her house. When we received this new complaint, we immediately searched through our voicemail records to see where we had missed her message to correct the issue of missing her call, and a message could not be found. We must have had a failure in our system or in the transfer of her call into our service department and we fully apologize for that. As stated, we have already given her a call twice, and we also authorized a replacement of her sofa, and that order was sent to the store that she purchased from. We hope to make contact with Ms. ************ urgently to repair our relationship and will continue to try to reach her. 

  Customer Answer

  Date: 09/01/2023

  I accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair 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 purchased a bed from Ashley Furniture in Marion, Ohio on February 15, 2022. The base has a serious problem. Ashley Furniture states they do not warranty the base. I was told to contact the manufacturer of the bed. I emailed the manufacturer and received an email stating Ashley Furniture should exchange the base. When I informed the store I was told NO they do not have a warranty on the base , just the mattress.
  The manufacturer wanted pictures of the base sent to them via their web site. I took pictures and was told my pictures were no help. They wanted pictures of the bed with the mattress off the base. I am 71 years old and in poor health. (Which is why I bought the bed). Ashley Furniture sent out a man to take pictures. I was told they would email me a copy of the pictures. I called the store and was told the man who took the pictures had problems with his equipment (he used his cell phone) I was told that I would get a phone call by 7pm the following day. I did NOT hear from them.
  I don’t know what to do. I am lied to and just given the run around. Please help me. The manufacturer won’t help me and neither will Ashley Furniture that sold me the bed (cost was over $6,000.)
  I am so stressed over the treatment I am receiving. Stress is one thing that is making my illness worse. If needed I can get a note from my gastroenterologist in regards to my health and the reason I need a bed that has a base/mattress that has me sleeping at a 30 to 45 degrees angle.
  Please help me. I can’t afford a new bed. I still owe roughly $3,000 on this one that is broken.

  Business Response

  Date: 08/24/2023

  We spoke with *** ****** on the phone immediately after receiving this. We went to her home on 8/21 to take photos and we submitted them to Tempurpedic on her behalf. Follow-up to her was promised by us by the end of the week, which would be 8/26. That was mis-communicated as she had understood end of day. That had not been our intention and we did clear that up with her, apologizing for the misunderstanding. The obligation to fulfil her warranty lies completely with Tempurpedic, so immediately after getting off the phone with her, we called our Tempurpedic rep to explain the situation and the frustration *** ****** and us are experiencing in her claim not being handled as quickly as it needs to for her bed to be fully functional. We did successfully contact our rep, and she is trying to speed things along with her warranty department. In light of the frustration *** ****** has experienced, we wanted to go above and beyond to resolve this for her, so we initiated a replacement on her base, and we will be making the delivery and swap as soon as it arrives. This is not the typical order of events, but we wanted to be the difference to *** ****** in improving her situation so we will finalize the warranty claim between us and Tempurpedic while *** ****** enjoys her replacement adjustable base. 

  -***** ******, General Manager

  Customer Answer

  Date: 08/25/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20514512
  
  
  
  I am rejecting this response because: 
  Most of their response is not accurate. My only hold up is waiting to see if they follow through and exchange the bed (power base) I am sorry but I do not trust them. There are Many complaints on the internet about their delivery of different items that they sell. 
  
  ********** ******

  Business Response

  Date: 08/25/2023

  We just spoke with *** ****** to address her concerns. We did place her replacement adjustable base on order yesterday, as we had promised, and are sending the receipt to her as well as uploading a copy attached to this response. *** ****** shared with us that she feels this will not be resolved until the base is in her home, as do we, and we tried to encourage her that is what we are working towards, and we have fulfilled the steps that we have told her we will in our conversations we have had with her this week. We quoted her a timeframe of 2-4 weeks for the new base to be in her home, but shared optimism that we hope to be on the earlier half of that timeframe. As soon as we have received her new base, our delivery team will contact her to set a delivery day, and we will follow up with her once it is delivered to ensure her satisfaction.

  Customer Answer

  Date: 08/28/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20514512
  
  
  
  I am rejecting this response because: 
  
  I am waiting to see if they will exchange the base. I have read quite a few complaints about Ashley Furniture not doing as they promised to do. Just sending me a “order form” means nothing to me. I will wait to see if I get the frame.
  
  Regards,
  
  
  
  ********** ******

  Customer Answer

  Date: 09/08/2023

  Ashley Furniture did replace the base of the bed at no cost to me. I am satisfied with the results. Please delete my complaints.

  Thank you, 

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

• Initial Complaint

  Date:08/14/2023

  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.

  The bed sits lopsided. The base of the bed looks “deflated”. I have called the store and the manufacturer of the base. Nothing has been done to help me. The manufacturer wants pictures of the bed with the mattress off. I am 71 years old and I can’t move the mattress. Please I am making payments on a bed that I can’t use. I could actually roll off the bed due to the uneven frame. Please I need help.

  Business Response

  Date: 08/17/2023

  I spoke with Ms. ****** on 8/14 regarding her concerns with her mattress and adjustable base, and the service required on them. She does have a warranty with *********** which will cover any valid issues or defects. Although purchased through us, the manufacturer, ***********, handles all warranty claims for both mattresses and adjustable bases themselves, as they take any issue very seriously, and personally see to any warranty claim that comes across. We are not able to resolve this ourselves, per the manufacturer. We want to do all we can to protect our guest's experience before and after purchasing, so also on 8/14, my service technician gave Ms. ****** another call to set up a service call at her home. This was scheduled for 8/21. We will be going out to Ms. ******'s home, moving her mattress to take the photos required by ***********, and will aide in helping her finish submitting her claim with them if that is required. 

  -***** ******* General Manager

  *****@ashleyhs.com

  Customer Answer

  Date: 08/18/2023

  The store is sending out a man this Monday to remove the mattress from the base and take pictures that the manufacturer requires. As of now my problem has not been solved
  

  Business Response

  Date: 08/29/2023

  I did send a response on 8/25, sharing details of our last phone conversation with Ms. ******. I attached the proof of us ordering her adjustable base for her on 8/24, and attached it again to this response. Ms. ****** shared both in her response to this and on the phone with us, that she was frustrated from reading the experiences of other consumers online. We shared with her where she can find testimonials of our specific store, as we are locally owned and operated. Our customer service does work completely independent of other stores across the nation. Her adjustable base is still on order, and the order appears to still be coming within her quoted time frame. We are dedicated to resolving this as quickly as possible for Ms. ******, and have followed through on every step we assured her we would take so far. We have also spoken to Ms. ****** on the phone several times, and if she has further questions, we welcome her reaching out to us! The only step still to come is for the base to arrive from the manufacturer, and there are no signs as of yet that it will be running behind.