Ashley HomeStore review: King mattress & adjustable base

On 11/27/22 my husband and I visited the Ashley HomeStore in Eatontown, NJ looking to replace our king size mattress. I expressed my concern to our saleswoman Maryann C. about my platform bed not being conducive with an adjustable base and their policy if we ended up not liking the mattress.

Maryann assured us the adjustable base can still be used without the legs in a platform bed and that the temperpedic mattress would take some time to get use to but, we had a 90 day sleep guarantee if we didn’t like it!

This was a HUGE investment for us but, her guarantee put us at ease and was the only reason we agreed to move forward with the $7,307.98 purchase of a Tempur-Luxe Adapt Soft King Mattress and Tempur-Ergo 2.0 Horizontal King Adjustable Base.

On 12/15/22 the mattress and base were delivered and set up. Approximately 1-1/2 months later, I called the store to request a return/exchange because, the mattress was entirely too soft causing me severe back pain and sleep deprivation and the base made my bed so high that I had to use a step stool to get in and out of bed which became ridiculous and I’m 5’6”! Maryann encouraged us to give it a minimum of 2 months to adjust so we begrudgingly agreed to give it a few more weeks.

Well, our back pain along with the lack of sleep only worsened and my husband started sleeping on the couch! I called the store and Masood said no problem come in and pick out another mattress.

On 2/11/23 we went back to Ashley’s and decided on the Beauty Rest CX Hybrid “Medium” mattress. Unfortunately, the “medium” was not in stock so they had to order it. When I was given the paper work/receipt to sign, I noticed in the description it said “PLUSH”! I pointed this out and the manager Masood assured us that he would order the “medium” and that he just needed to find the correct sku number and would then swap it out before the order was placed. They wanted us to sign but, I was uncomfortable doing so with the wrong mattress listed so, I refused to sign off. We had to pay an additional $150 for RE shipment at this point which we were not informed about during the initial purchase.

Two weeks later, the delivery men arrive at my home. First they refuse to take back the the adjustable base stating it was “NOT ON THEIR WORK ORDER SHEET” and then I find out they delivered the wrong mattress!

I immediately called Ashley and spoke to the manager Musood, who apologized profusely while assuring me that the work order clearly stated they were to pick up the adjustable base and deliver a Beauty Rest CX Hybrid Medium king mattress! Musood said he would take care of this and call me back.

Weeks went by…. I called the store numerous times and kept being told that neither manager, Sal and Musood were available. Eventually I finally got through to Sal who apologized for being so busy and again assured me that they were working on making this right and that Masood would be calling me back shortly with some information.

When Masood finally called me, he again assured me that it was a mistake on their end, that it’s all taken care of and the delivery company would be calling me within 24 hours to schedule the pick up of the adjustable base and delivery of the correct mattress.

Two weeks pass, no call from the delivery company and so I’m back to calling Ashley furniture only to be told every damn time that the managers were “not in”, “not available”, “in a meeting” or “with a customer”.

On 4/27/23 while in a hospital waiting room for a family emergency, I received an unexpected phone call from a Wade in customer service. Wade was extremely rude, blunt and told me that it’s too late for a return and that the mattress and base are mine!

Mind you, I’m expecting a call from the delivery company to return the base and get my new mattress; I had absolutely no clue this transaction needed someone else’s approval!

I attempted to explain how I’ve been trying to return them for months and that the managers Sal & Musood at the Eatontown store are completely familiar with the situation and will confirm what has happened etc. but, Wade kept cutting me off stating “I’m not approving the return because it’s been in my house since February”! Wade made it very clear that he did not want to hear anything I had to say!

Out of pure shock and desperation, I threatened to sue and Wades response was “Go ahead sue, you’re not returning the mattress or base”!

I have been BEYOND patient and understanding with everyone at Ashley Home Store in Eatontown and now I am being told that “I” waited too long by some corporate sales jerk!?!

I foolishly trusted the salespeople and managers at Ashley HomeStore in Eatontown and in return I was taken advantage of, lied to, strung along, stressed out for months and robbed of my hard earned money ($7,300)!

NOTE: Back in 2002 I made a large purchase from Ashley to furnish my entire first home and what a great experience I had back then. It’s so sad to see this company failing it’s customers like it is; reviews online speak volumes. I have never in my life had such a horrible experience like this one. I can’t express enough how disgusted I am but, I do know that I will never make a purchase from any of Ashley’s stores (sister stores etc.) again!