Public Mediation

My Claim vs. Ashley Furniture

M. H. vs. Ashley Furniture Home Store
Dufresne Spencer Group, 460 N Thompson Ln, Murfreesboro, Tennessee, 37129-4310, United States
Amount Involved: Other terms
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Ashley Furniture Home Store
    • Claimant Seeks: 1 non-monetary items.
    • Claim #: 1588058
    • Amount Involved: N/A
    • Filed On: Feb 11, 2016
    • Posted On: Mar 05, 2016
    • Complaint(s):
      • Bad business practices
      • Problem with a product
      • Customer service runarounds
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Statement of Claim
Complaints Involved (4) - View
Claimant says:
"I purchased a Sterns Foster mattress set from Ashley Furniture. The mattress set was delivered on a Saturday (11/17/15) and on Monday I went to the Ashley store to verbalize they made a mistake in that the mattress that had been delivered was extremly firm which is not what I ordered. The manager at the counter, Sherri said they do not usually exchange mattresses but I could contact Customer Care department in Memphis which is the franchise headquarters. When I bought the mattress I told the sales person, Chandra Kirksey, that I needed a new mattress because my old mattress was too hard. I called Memphis who stated I would have to sleep on the mattress for a month before a technician would come to evaluate the mattress. I followed their instructions completely. The technician eventually came to my home in January 2016 and said it was an extremely firm mattress and if he slept on the mattress it would also hurt his back. Technician's name was Sam and he works for the SAW company. I spoke with several frontline phone complaint people and supervisors in Memphis but none of them would admit Ashley had made a mistake by sending me an extra firm mattress. I then filed a complaint with the corporate office in Wisconsin. They said they do not oversee the policies of their franchises and they referred me back to the Ashley franchise office in Memphis. Memphis said they do not exchange mattresses and never admitted it was their mistake in sending me the wrong mattress. I went back to the Ashley store in Murfreesboro and spoke with the Guest Response Manager Sherri Floyd. I explained to Ms Floyd it was Ashley that had made the mistake not me just changing my mind. Ms. Floyd said she would look into the problem and call me. She never called me back and the only conversation I had with her was initiated by me. Ms. Floyd referred my problem back to the Memphis office and eventually they phoned me saying I had ordered a pillow top mattress and that what was delivered. I never complained to anyone throughout this ordeal about the mattress not being a pillow top. That was never the issue. The issue I have said through these past three months is that I didn't select an extra firm mattress but one was delivered to me. All I want is the firmness of mattress I selected. I can only sleep on this mattress for a few hours at a time because it hurts my back. I am sleeping most of the night in a recliner because of joint and back pain caused the mattress. I have sought a resolution of a mattress exchange in every way I know how. I have never filed a complaint before on any business or agency before. I hope you will look into my complaint. Thank you."
...
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Additional Communication Between Claimant and Ashley Furniture Home Store Hide
  • Feb 16, 2016, Ashley Furniture Home Store (responding party) added:

  • Researching the Guest complaint, there is nothing wrong with her mattress. We have sent out our technician to inspect and there is nothing wrong with her mattress. This mattress is not in the line up for our comfort exhange mattresses. Therefore we are only able to work through our Sealy Partner and honor their warranty. At this time there is nothing wrong with the mattress, therefore we are unable to assist. If at any time our guest feels the mattress is not up to mfg. standards we will be happy to service the product for Sealy.

What Claimant Wants Hide
What By When How Much
1. Replace: mattress set Feb 26, 2016 N/A
Non-cash: 1 items
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)
Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the Terms

    ""

This claim will remain posted until resolved.

  • 0
Do you agree with the respondent’s Response?  (If you are a party to this claim, click here.)
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