Business ProfileforAshley Furniture HomeStore of DFW

October 29, 2021, I purchased over $5000.00 worth of furniture (Pro Adapt Med HYB Queen Mattress and ERGO 2.0 Queen ADJ Base) from Ashley HomeStore. It was delivered on 11/05/2021 as scheduled, however after setup they realized the remote for the ERGO 2.0 Queen Adjustable Base did not work. The delivery person made a call and told them the remote does not work. He made a note on the delivery ticket and said they were going to send out another remote. He also showed me how to program it when I receive it. 11/13/21: No remote, not calls from anyone. I called customer service at the Hattiesburg store to inquire about the remote. I let my phone ring for more than 45 minutes before someone would answer it. When customer service answered, and I told him my problem, he told me I needed to call Tempur-Pedic. I said to him, "I purchased this from Ashley, do I need to run down my own remote?" To that he said he's afraid so because they do not make the base and we hung up. I called Tempur-Pedic, who was very sympathetic and called Ashley's Customer Service to try to get the remote for me. After they talked Ashley's customer service called me back and said he would contact the correct source and would have it shipped out by Thursday the 18th. 11/22/21: No remote, no call from anyone. I called Ashley's Customer Service again. After spilling my guts to this very nice young lady, she tells me the entire base needed to be swapped out. She contacted someone while I was on hold on the phone who said the entire based would need to be replaced. She made the right connections and scheduled to have another base and remote delivered to swap out. Finally, the base and remote was delivered on 11/30/21. Want other to know the lack of quality Customer Service with this company. Customer Service should be priority not and afterthought.

Thank you for bringing your dissatisfaction to our attention. We want to discuss this further, and properly address your concerns. Please send your order details (purchaser's name, phone number, store location, and sales order number) to us by texting ************, or you can email us at ******************** and our team will reach out ASAP.