Ashley Furniture Homestore`exchange or refund policy!

This review was posted by
a verified customer
Verified customer

On Nov. 17,2007, purchased a simmons mattress set from ashley furniture for 1091.00. The sales rep never informed us that there was a no exchange or refund policy on the mattresses. On Nov. 24th our mattress set was delivered and there were no problems with delivery. My husband and I slept on the mattress that night and woke up the next morning very dissatisfied and with back pain. This mattress was not like what we had tested out in the store and the sales rep didn't inform us that ours would be much firmer until we slept on it for a while enduring more back pain. We went to the store that day and inquired about exchanging for a different mattress, not trying to get our money back. Our sales rep checked on it and told us there is nothing the store could do. So we were out of a 1000.00 dollars on a very uncomfortable mattress. The store manager never came to talk to us about resolving our complaint but was told we could call customer service while in the store. I did this and got the same answer. Their customer service sucks and they have deceptive return policies on their mattresses. I have contacted the B.B.B. in Fl. Even if we get this resolved, I will never shop there again. There are tons of complaints against this company.


  • Ti
    Tigrenok Oct 03, 2018
    This comment was posted by
    a verified customer
    Verified customer

    Call Al Ghadban, Sr. Regional Manager, [protected]
    Gary Donovan, Regional Manager: [protected]

    0 Votes
  • Cu
    Customer124 Oct 02, 2018

    Do not buy from Ashley!!! BEWARE they will tell you that there is a return policy and then try to charge you!!! The furniture quality is horrible and not worth it! Customer Service is rude and they clearly do not care about making the customer happy!!

    0 Votes
  • Za
    Zarina Carrillo Jul 15, 2017

    Not one of those sales associate will first notified you of the return policy, , none .. until you have an issue .. like we all had, , very upsetting. I'm not going to say much due to possible Taking legal actions . I took a video to share, , however I can't upload it ...

    0 Votes
  • S3
    s3smith Aug 21, 2011

    The last week in July, my 80-year-old mother bought a Sealy mattress from Ashley. When it was delivered, the surface was not level. At the foot of the mattress, there was a considerable hump, almost like a foot rest. My mother noticed the uneven mattress immediately when it was delivered and told the delivery people that the mattress was defective. They assured my mother that the clearly perceptible lump was "just air" and that the mattress was fine. They left very quickly after they set it up even though my mother protested. The next day, my mother called Ashley's in Gastonia, NC, where she had purchased the mattress, and they said that they would send a technician to evaluate the mattress in about two weeks' time. My mother asked if she could get a refund if the mattress proved to be defective. She was assured that she could. The technician who came to the house did in fact agree with my mother. So when my mother went to Ashley's again asking for a refund, she was told that it was not their policy to refund a customer's money for a defective mattress, that they would order her another. It is now the third week in August, and my mother still does not have a mattress. I feel that they have tried to take advantage of her and that they clearly substituted a substandard product, one much different from what she had seen in the store, and that they are dragging their feet in trying to make things right. I--and anyone in my family--will never shop at Ashley's again.

    0 Votes
  • Re
    ReallyDisappointed Feb 23, 2011
    This comment was posted by
    a verified customer
    Verified customer

    I just bought a mattress from Ashley in Quebec, Canada. In the store, the sale rep told me that if I bought a protective cover at the cost of 90$ (which by the way is grossly overpriced) I could exchange my mattress free of charge and if the next mattress did not satisfied me, I could exchange it again. So I bought the protective cover and I bought a latex mattress which we found really comfortable. The problem was that I was really hot and ended up waking up in the middle of the night sweaty and my t-shirt soaked! So I exchanged the mattress for a spring one and the sale rep again told me not to worry, I could always exchange it again if not satisfied. I was really pleased, thinking they had a really good customer service so I didn't pass too much time deciding and went with an expensive spring mattress that the sale rep recommended. To my horror, this mattress was so uncomfortable I woke up at night and couldn't fall back asleep. But worse of all, when I got to the store, I was informed that I could only exchange once and now too bad for me. THANKS FOR TELLING ME THIS NOW!!! So as I see it, it is a big scam, the sale rep pushes you to take a really expensive mattress telling you not to worry because you can always exchange it later if you buy an overpriced cover at 90$. The 90$ is actually a fee for exchanging the mattress. They don't tell you the truth. It is misleading.
    It was my first time shopping there and it will be the last.

    1 Votes
  • Nu
    nugget1 Apr 20, 2010

    Do NOT buy from Ashely furniture. I'm stuck with a 2000.00 mattress (Sealy Spring Free Trade Winds) that I did a lot research on prior to purchase. When the delivery truck arrived, I happened to be outside of my building to let them in the gate and saw the mattress in the back of the truck. Much to my horror, the latex mattress (again, a 2000.00 mattress that I saved up for) was doubled in half! Folded over by a strap. They were embarrassed that I saw this (what if I had not?). I told them it was unacceptable and called customer service. They told me they had no more in stock and I could wait an indefinite amount of time for a different one, but would be charged a 30% penalty. What?! After an hour--and hour--of trying to negotiate and getting nowhere (and working with the delivery guys to keep from leaving) I foolishly decided to accept the mattress (I had been sleeping on the floor for a week already).

    The short of it is: Read the fine print. If you're comfortable buying something without a return or exchange policy, you'll be fine (I thought I was since I did a lot of research on the product prior to the purchase--I just didn't expect it to be gravely mishandled in transit). And, go outside to see the furniture in the truck and TAKE PICTURES if something isn't right, before they take it off the truck and before they realize what you're doing. If I had my iphone with me, I could have captured this and I'm convinced I would have won the case for an exchange (which is all I wanted).

    Better yet, go to any other retailer, like Sears, Macy's, or even Ikea (who has spring free latex, by the way) and allows for mattress exchange.

    I'll never, ever buy from Ashley again. Stupid is, is stupid does.

    4 Votes
  • Ms
    Ms. Broadway Jun 30, 2009

    I purchased a Simmons mattress from the Ashley Home Furniture store in Indiana after testing it in the store. The mattress was delivered on a thursday and was not the same one I tested in the store. I called the store to have the mattress exchanged and was informed that there was a no exchange store policy. I was NOT informed of the policy prior to purchase and was told that it was a state law against returning mattresses. I am not opposed to adhering to policy, however, I am opposed to being deceived and misled. I will never shop at Ashley's again and I will pursue this matter with the Attorney General's Office.

    2 Votes
  • Lo
    LOTD = SCAM Nov 02, 2008

    I worked for Ashley in Wesley Chapel durning this time. All customers are made aware of the store's guidelines. There are no exceptions to this guideline so it's not like they took matts back at some time before this customer bought their product. Matts have a break in period like shoes. What does this customer think a company should do with a matt they have slept on? Would they pay full price for a matt someone else had slept on even for 1 night? This customer changed their mind & wanted the company to eat their mistake. Why should they? Nobody held a gun to your head when you bought this matt. This company takes care of its customers but can't eat ever mistake people make. Again, why should they have to?

    -5 Votes

Post your comment

    By clicking Submit you are agreeing to the Complaints Board’s Terms and Conditions


    Unhappy consumers gather online at and have already logged thousands of complaints.
    If you see dozens of complaints about a certain company on ComplaintsBoard, walk away.
    One of the largest consumer sites online. Posting here your concerns means good exposure for your issues.
    A consumer site aimed at exposing unethical companies and business practices.
    ComplaintsBoard is a good source for product and company gripes from especially dissatisfied people.
    You'll definitely get some directions on how customer service can best solve your problem.
    Do a little research on the seller. Visit consumer complaint websites like ComplaintsBoard.