I have, by far, had the worst delivery experience with Ashley, and I WILL NEVER BUY AGAIN. I have been waiting for 3 weeks for a chest that I purchased off the floor. Was supposed to be received today, scheduled and ready, only to receive a call that "It didn't make the truck", all nonchalant with an "Oh well" attitude.. I can't believe I am still dealing with this 3 weeks later. I've been calling Customer Care all morning. Was on hold for 47 min only to have my call answered in Ft Lauderdale. I quit. Customer Serivce is dead with Ashley read more

so far so good. Zishun was great but have not received furnit ylet so more review to come.

Andre was awesome and super helpful and did not pressure me in to buying anything but shared his own personal experience with each piece of furniture.. read more

Me and my Wife went to buy a bed from Ashley Furniture on Laburnum in Richmond Va and we explained to the salesman that were buying a mattress and boxspring for her apartment could we get it delivered to our house and he said that is fine. We purchased it on 8/23 .We told the salesman she doesn't move in until 9/23 and he said that was fine. Well we received the bed in a box,so it had to expand for 24 to 48 hours. We let it expand for 36 hours, It was a 12 inch bed but only expanded to 10 inches by the third day. We call the week of the 21of September and first told its only 2 inches. We proceeded to email a case manager. Sent pictures. Later was told the warranty was voided because we moved it from one house to another. This cost us 1000 dollars total. Never will do business with them read more

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So far, so good. walked in on a saturday not planning to purchase anything but ended up getting approved and found the perfect sectional for my new living room. Mr Andre walked me through the approval process, very knowledgeable in the furniture and overall had really good customer service. He said that delivery should be taking about a week/ 2 weeks. so we shall see :) I'll have an update in about a week or so UPDATE* Got the furniture delivered on 7/15, which was perfect because that was my move in day too. They came @1pm, which was right on time. Put the furniture together, i was able to thoroughly inspect it before singing anything. They also had me personally speak with a customer rep for ashley delivery just to insure that everything was done to my liking. Thought that was neat. But all in all, the furniture has added a beautiful touch to my new living room, I get tons of compliments on it. This process was almost searingly seamless. I was expecting to go through a hassle based on previous reviews. I'm actually impressed! Thanks Andre & Ashley :) read more

No accountability! GM HUNG UP ON ME. Finally get in touch with GM Eric and he hangs up on me!!! Kim is admittedly avoiding calls. Please don't do business here. Likely will sue for my monies back. Record all calls also! Waiting on communication regarding delivery post $2500 purchase. Would love to give great reviews however leaving with no formal receipt or order number, having monies withdrawn, and zero info on delivery has made me weary of my choice. Will update review with communications from company and sales rep. As one must be available for delivery to give work a heads up is a must. Was told I would be contacted that evening with delivery date and two weeks has elapsed with no further updates. To cancel order will be next move and certainly won't recommend unless or until I receive communications and an order number. As of now Ashley has $2500 of my monies and my product is ... who knows. Not courtesy update from Ashley (Eric GM). Please address difference in cushion height. read more

Ashley Store - Difference In couch cushion height? Breaking in won't fluff. Address please - Furniture Stores Near Me - Richmond, Virginia

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I had the worst experience at the Laburnum location. I ordered a set of furniture and was told upon calling to check on it that the delivery date would be delayed by almost two months. At that point I decided to cancel, which I was told I could not by the Associate I originally dealt with. She told me I had to go wait for a call from the manger in order to cancel. I never received any communication and then furniture was being delivered to my home. There were several calls to Customer Service and many people "passing the buck" that were involved. This was my first and LAST time dealing with them and Ashley Furniture altogether. The headache was not worth it when there are more reputable companies with better quality furniture. read more

As soon as we entered the store George greeted us and took excellent care of my family and I. He saved us from endlessly searching the store and instead helped us narrow down my search and ultimately helped me get the best bang for my buck. He was very knowledgeable and in then made me feel at ease. On top of excellent service the sales were amazing! I will definitely be coming back to this location. read more

So I wanted to post a follow up review with how terrible this company is with handling customer service complaints (lack of follow up). Ever since I posted my original review I never heard a word back. I even sent an email to contactus@ashleynva.com and nothing. It's very disappointing to spend a lot of money and feel that they do not care when there are issues and they will not do anything to rectify the issue. I will never shop here again and I will not recommend to anyone to shop here unless they feel like being ignored. read more

i honestly do not even wanna give them 1 star they deserve 0! From the first day walking into the store all the way until getting my couch deliver. For starters, my sales associate told me the wrong dates for having my couch delivered, a month in advance from which he told me. the second time i called back to the customer care and another sales associate that so called "fixed" the issue with the first order AFTER i changed the color of my couch just to get something faster.. that couch was even pushed out further of a date. So i thought "hmmm maybe 3rd times the charm right?" yeahhhh no. TODAY my couch came deliver RIPPED AND WITH 2 HOLES. i would never ever give them my business again. do not take your money there. read more

Ashley Store - the ripped area of where the delivery drivers where too careless with my couch. - Furniture Stores Near Me - Richmond, Virginia

I worked hard to save for a quality bed and purchased the brand Porter for it's quality. After delivery May 2, 2023 of both the Ashley bed and mattress which was dropped on the planks and damaged them but further discovery was made that the bed rails were even. Meaning the mattress and frame will never position correctly. I opened up claims, an investigator came out, a. crew came but never replaced the defective equipment to root cause and solve the problem. I exhausting 50 days trying to escalate, send photos, drove to the Ashley laburnum store and showed photo proof to the store manager Cody Fitzpatrick. Ashley CSR team showed no integrity and dishonored me as a long term customer. Defaulted on their own contract which stated they will replace damage goods: bed plank, bed rails or new bed as a whole. On day 50 terribly distressed by this unwelcome experience I opened a dispute on June 16, 2023 with TD Financial,, Ashley lending broker following 90 days period of waiting to present my proof to the assigned investigator I was informed by phone. on or about September 18, 2023 the investigator sided with Ashley and I pending the official written letter in the mail. T.D. Finance investigation represented a loop system bias to Ashley Furniture. Never once was I contacted by the investigator and never once was I able to show that I provided above and beyond proof of photos. Ashley Furniture drop the ball in my specific case. Bottomlline is Ashley Furniture sold me a bed exceeding $1000 dollars damaged and breached their own internal contract clause to replace damage goods. The Trust Honor Integrity Ashley Furniture I once shared it now broken The Porter furniture brand of quality products first impression is now broken. Overall Trust is broken Shame on Ashley Furniture for Fraud & Abuse. read more

They do not call you back or care about you as a customer once the sale is made. No follow up period!

Very satisfied with the sales associate who helped me out picking a sectional for my mom. Anthony was very patient with the process which took two days. Came in on the 11th and walked out with a new sectional on the 12th read more

Great service from Andre when we purchased our new recliners!

Bought a couch over a month ago and it was delivered damaged. Ashley said they will be sending parts to have it fixed and I have not received them yet. Also I do not want a "fixed" couch as I ONLY HAD IT FOR 1 HOUR when I noticed the hole in the side. UPDATE- Ashley is not listening to me and they keep sending computer generated responses. I DO NOT WANT MY COUCH REPAIRED! I want a whole new couch or a refund. This whole process is ridiculous. read more

We visited the store for the first time with a specific item in mind. We were greeted and not pressured in any way. So different than other Ashley store experiences. Thank you to everyone who assisted with our questions and especially to Keasia and Jayde for their time and efforts to help with our special circumstances. They were so pleasant, friendly and knowledgeable. Thank you. read more

Horrible experience. Placed an order on 10/10/20 was told 6-8 weeks due to COVID...understandable. Called multiple times starting mid-December and was told a different date and reason for the delay each time. On 1/28/21 when I was told my order was delayed again until 2/8/21, I requested to cancel the order and my money to be refunded. Instead of a call to discuss my concerns and process my refund, I receive a text on 2/2/21 that my order is ready and can be delivered on 2/5/21, but 1 item was missing from the text confirmation. After being told by the store I needed to speak with Customer Care, Customer care told me I needed to speak with the store...an hour later I am still holding and being passed back and forth. Finally get someone on the phone and requested to speak with a manager and again the store said speak with Customer Care and Customer Care said I needed to contact the store. At one point I was even transferred to the Fredericksburg location. Each time I spoke with someone I was told a different process and referred to a different department. The last Customer Care representative I spoke with continued to repeat a process (with an attitude) but could not answer my question, said the store manager would not get on the phone with me I needed to go visit the store to request a refund. But wait I was told that was done on 1/28/21, as requested, was even confirmed by the store in an earlier conversation that day. I was completely DONE at that point. Until then I had remained polite and calm but at that point I expressed my opinion (with attitude). I'm not sure if my items will arrive Friday and if so, if it is delivered in full. Absolutely ridiculous...you took my money on site with no delays but you can't seem to provide an update or confirm what will be delivered...interesting. DO NOT GO HERE!!!! read more

If I could give negative stars, I would. Delivery on merchandise is awful. Furniture purchased and paid in full on August 1, 2019 and as of September 19, 2019 only 1 item has been delivered. Multiple calls to customer care and corporate are not helpful. Would not recommend this location at all. Update: Be wary of salesman pitch. Alvin verbally promised dates of 2 weeks delivery and it's been 7 weeks. read more

We had excellent service from Andre Buckingham. A very knowledgeable salesperson. I would recommend going to see him.

UPDATE: originally posted this on the wrong location. This location is where I was lied to by the staff. I still have not received the table I ordered the first weekend of September! Despite the fact that the employee told me the item was in stock and available, which was a lie to trick me into buying, they don't allow returns and I was still charged a delivery fee. Overall bad practice and very poor customer service! If I could give less than 1 star I would. I ordered furniture over a month ago and was told it would be delivered on the 21st of last month. I was then called and told it would not be in until the 13th of October. I called today to check on the progress and was told the earliest possibility is now the week of the 18th of October and they can't tell me when I will actually get it. Turns out the sales person lied to make a sale. When we told him that we needed the furniture by a certain date he said we would get it, knowing it wasn't available. I will not shop at this store again, the customer service is terrible. No other furniture stores in the area had issues providing products and the furniture is better quality elsewhere anyway. read more

I purchased a sectional with the ottoman 4 months ago, because the ottoman was not delivered as promise I told the store that I longer wanted to purchase it. I was told that the ottoman was removed from my bill several times. The delivery company had contacted me several times to deliver the ottoman and I was telling them that they should contact the store. The finance company sent me a bill with the ottoman included so I contacted them and explain to them that the ottoman was not purchase and they should take the ottoman off my bill. They told me that an investigation would be done. I received a letter from them stated that Ashley does not have any information pertaining to me not receiving an ottoman and I still had to pay. I have called Ashley customer care for the past week and I have been told we will get back to you or place on hold for hours. Please have someone contact me. read more

No stars. Do not purchase anything from this store!! it would be the equivalent to throwing your money in the trash. Their is no customer service to speak of. Try to get a store credit, in your dreams!! after Many hours on hold, multiple disconnections and the best is when they pick up the phone and hang it up without eveanswering. That happened up to 6 times in a row for me. When you buy, assume it's final, because you'll never get anything from their customer service. read more

This store stole my money and will not refund me. Do not shop here. They are liars. Go anyyywhere else.

I ordered 2 barstools from Ashley, that were on sale just after Thanksgiving. I was told they'd be in Jan. 9. I came back Jan.9, or shortly thereafter, and I was told Jan. 21. I came back Jan.21, and I was told that they wouldn't be in until April. I asked if I could get 2 barstools that they had in stock, for the same sale price, and they would not accommodate me even though they were practically the same regular price. I asked to cancel the order, and for a refund. By this time 1 had come in, not both but just one and they charged a "restocking fee" of 10%. I ordered the same barstools from Amazon and got them in less than a week. Moral of the story is don't get anything from Ashley Furniture unless it's in stock. I will not be doing business with them anytime soon. read more

I am changing my review from 5 to reflect the service I've received since I was in the store yesterday. Kelle was an amazing sales rep - she worked extremely hard to write up a ticket with all of our furniture at a price we agreed on for a set. After walking out of the store, I realized that one of the pieces from my order was missing on the receipt. I revisited the store and was told that yes, somehow there was an error, and they will work to correct it. Today I was told by the manager that I would end up having to pay about $1K more for the piece that they missed. At that point I asked to cancel my entire order to which I was told that I signed an agreement (after my payment was processed) that said, no cancellations or returns. The set I'm looking for wasn't in stock and wasn't set to be delivered until March. Plenty of time to cancel and refund the original purchase price. I would recommend that everyone reviews their order very carefully to ensure that what they order is reflected and accurate before signing. I have called the corporate office and they mentioned that it is up to the manager refunds are at their discretion. What started as an enjoyable experience has not ended as such. read more

This has been a very disappointing experience. After buying the couch in the store, I found the couch listed for 60% less on their website. 60%!! I went in to the store the next day to get the price fixed, and they said this happens all the time because they do not keep their prices updated in the store. DO NOT PURCHASE ANY FURNITURE IN THE STORE WITHOUT CHECKING THE ONLINE PRICE FIRST. Right away, this told me that they did not care about making sure their customers are getting the best deal. If I had not gone online that night to show someone photos, I would have overpaid by 60%. For delivery, it has been a nightmare. We are told you cannot pick a delivery window time, only a day. This is very annoying, but fine - we chose a day.They called us the day before with a delivery window of 12-3pm. We cannot take off an entire day of work to wait for a couch, so we arranged for an acquaintance to be at our house 12-3pm. I get a call the day of delivery at 9:30AM, saying the truck is outside. I said the delivery window is 12-3PM. They said no, it is 10AM-1PM. I have a text message and voicemail as proof that the window is 12-3PM. They said they are leaving my area and not coming back so I can't get my couch today, and they hung up. I called the store, where the customer service associate was not kind or empathetic at all. Apparently, it is all my fault, even though their system glitched. There were no apologies, and when I asked for a waived delivery fee, the answer was no. She said she sent me an email asking for "proof" of the delivery text I received, but I never got an email from her. No surprise there, as it doesn't seem like she actually intended to help me. The only helpful person throughout this entire process was the delivery driver himself, who personally called me to ask if 11:45AM was ok instead. The customer service representative never called me back to apologize or make sure I got my couch. The woman who called from the warehouse did not care at all about the delivery window mix up and never offered an apology, a kind word, or a follow up. I will never buy from Ashley HomeStore again, and will also tell everyone I know in the market for furniture to avoid this store at all costs. This is all unfortunate because I have an entire house that needs to be filled with furniture. I will be looking elsewhere for those needs. read more

Purchased a mattress on Feb 3rd. As of Feb 17th it still wasn't delivered (six re-schedules from purchase date) so CANCELLED the order, went to Gallery Furniture and had the mattress delivered the same day. I guess we should have gone to Gallery to begin with. read more

We bought a bedroom set from this store during the first weekend of September. It is now October 13 and our furniture is still not assembled. They have come out twice over the last five/six weeks and each time they didn't not have the appropriate hardware to put the bed together. This has caused my husband and I to sleep on the floor for that long. Today they put the headboard together with the sideboards, but not the footboard, so we cannot even put our mattress down to sleep on the floor again. We both work and cannot take days off work to wait for a third time for them to try to put our furniture together. When I asked if I could just return it, they do not accept returns or give refunds. When I asked to speak to a manager, I was told she was unavailable to speak with me. I will absolutely never shop here again. I cannot even predict when I will have a bed because the people they need to speak to in order to find a solution won't be in until Tuesday. I have never had such a terrible experience with a furniture store. If I could give zero stars, I absolutely would. read more

If I could give ZERO stars I would! I purchased a mattress in Feb 2019 the mattress started sinking. More than 3 inches in some spots. I called in and had to take pics. Pics were sent via email and I was called about a week later and told it was a mfg defect and they were giving me a credit and I could use that credit towards another bed of my choice and I could price match. Found out later that was a lie. I went to another store and was told I had to use the credit on the same exact bed. I didn't want the same mattress do I tried reaching corporate again and the lady stopped answering and helping me. Found out almost 2 weeks later that a mgr at the last store I was at places an order for me for the same exact mattress!!! I didn't authorize this and I didn't choose that mattress. I spoke with Danielle who reassured me that she was going to "inspect " this new mattress herself before delivering, I questioned about the mattress and what if the same thing happened? She reassured me that it would be taken care of. Fast forward....the mattress was delivered and as soon as the plastic came off we noticed an overhang If more than 3 inches on the left side of the mattress and the entire top hangs over the entire mattress. I declined the bed and asked for customer service. The driver called customer care and I asked for Danielle immediately, needless to say Danielle never supposedly got the message. Go figure! Customer service gave us the option to keep the old bed and send the new mattress back. We opted to send the new mattress back. The driver LEFT us with the new mattress! We have FULL video footage of the ordeal and the conversation because he was on speaker phone talking! Thank god for home security surveillance systems!! I called AGAIN and was told to allow 4-6 hours for the bed to fully "inflate" so I called AGAIN after it didn't and was told 48-72 hrs for it to take shape. Keep in mind husband is sleeping on the couch and I'm sleeping in a twin bed with my 2 year old!!!! I finally got Danielle who says "send us pics of the bed so we can submit them " I never should have had to do this because they were supposed to take the bed!!!!! So I took all pics AGAIN and submitted. Almost 2 weeks later I get a phone call that the claim is denied and the mattress was purchased more than a year ago!!!! This is a NEW mattress! I demanded someone come out and look at it. More than a week later I get a phone call from an automated server saying that I was scheduled for service on 4/18/20. The driver called at 10:51am on 4/18 and says he's 30 minutes away. 2 hours pass and still NO technician. I called customer service waited on hold for more than 40 mins and supposedly talk to a male "supervisor " who says he's going to reach out to the tech and call me back. Of course no call back. I call again an hour later and was told Danielle wasn't available and she was going to find out what was going on and call me back. Almost 2 more hours go by before Danielle calls back and apologized for the miscommunication (this is a thing for them....it's always miscommunication) and offers me $50 gift card LOL I think she was serious too. So she lets me know there's only 2 techs and I now have to wait for another WEEK before someone could get to me. Really??????? Another week???? Been waiting since Feb and this chick wants me to wait even LONGER? Woooooooooow!!!!! Smh!!!! Just wow! I asked for the CEO information and the owners and she claims that she doesn't know who they are....is she for real? I'm still without a bed and I'm attaching pics of the "new" bed so you can RUN before you purchase ANYTHING from this company. Check BBB, Yelp, Consumer affairs! The reviews are HORRIBLE! I will NEVER upon NEVER upon NEVEEEEEER buy ANYTHING else from them! Not even a throw pillow!!! Horrible service, terrible quality, full of "miscommunication" and good luck getting passed the customer service dept! Oh and as a "courtesy" they were throwing in 3 pillows that never arrived! LoL this whole ordeal is a joke! I'm going to have to sue them in small claims to get our money back and use our home surveillance as proof in my case! Heed the warnings and RUUUUUUUN far away from this company! As far as Deannie goes you'll never get a call back either just an FYI. Run people run!!!!!! read more

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ASHLEY HOMESTORE, 273 FEDERAL RD, BROOKFIELD, CT 06804. The worst experience I've had with a store. I purchased living/dining room sets and received a partial delivery with damaged items on Dec 23rd. I was told the other items would arrive on Dec. 27, now they are saying Jan 3rd and it's possible the living room will not make it on that date. When I asked for the corporate number, they were quick to give out the owner's name Khaled Al Qudah (if that is even true), however, there is no contact number, corporate office or complaint division. The website for contacts/complaints doesn't even work. It's a shell store. I am livid as I planned around the shipping dates and had an event for New Years, but since I have no furnishings, I will have to cancel. F this store, BUYER BEWARE! read more

I went into the Ashley HomeStore to simply browse a bit. I left with a new set of furniture for my den and a new bed. I was helped by India and Greg they were not only friendly and patient but also very knowledgeable when questions were asked about the products we were interested in, which was greatly appreciated! Even though my husband and I had planned to buy a mattress elsewhere Greg and India were kind enough to let us try out multiple mattresses and gave us information on the electronic bases for the mattresses as well. After going over and checking out mattresses and bases from a store that specialized in custom mattresses, we decided that we would rather come back to Ashley and purchase our mattress there, mostly because of the great customer service that we had experienced. So less than one week after our first purchase l found myself back at the Laburnum store and much to my delight Greg was on duty and just as helpful and patient as the last time. So thank you very much for making it a pleasure to shop at your store. Looking forward to my new furniture! read more

This place sucks. The salesperson was helpful and customer service has been great, but the furniture is crap. The chairs were delivered defective. Now less that a year later, two of my six dining room chairs are falling apart and they want to charge me $75. To fix them because I'm out of some six month window. I've bought cheap furniture from Valu City, IKEA, and Rooms to Go and never has my stuff taken apart like this . Heck my Valu city table and chairs lasted through 17 years and 7 moves with the military. Who knows how long this dining room set will last. All I want is a place to eat dinner. Is it too much to ask for one that doesn't fall apart? read more

I was quoted "a couple weeks" for delivery on 5/14/18 on my sofa and so I decided to order it. I made sure it was around two weeks as I have guests coming into town and I currently have no where for them to sit. After looking at my receipt, I noticed that my sofa will now not be delivered until the week of 6/11/18 to the distribution center, not even to my apartment. I contacted Customer Care and was told by Brooke basically "too bad" and I would just have to wait and it wasn't her fault somebody told me two weeks. I was also charged almost $100 more in-store than what the online price is. Overall, I am very dissatisfied with the customer service I've received. If it was going to be mid June before I received my sofa, it would have been nice to know ahead of time instead of being deceived to make a sale. read more

I am very disappointed in the store. They are very unprofessional, and they don't know what they're doing. The general manager do not explain things to the customer nor does the employees. They did not give me a breakdown on how much all this furniture would cost only to find out that I'm paying $600 a month for furniture! This place is a rip off, and I will never go back to the store again! read more

Love this place except don't ever go by the delivery date they print out and communication with me is because I contacted them not once did they call me read more

Horrible Customer Service they were suppose to call me when the order came in I had to call to check on my order. They wouldn't help assist in loading my server. Because they said it was against customer policy. Once I received my order and picked it up they called me just to let me know the order came in and pick up Saturday when I Already had it. I would not recommend this store read more

I am on hold now with Ashley furniture for the 3rd time. I can not get anyone on the phone. I love the furniture but the Service is horrible. I ordered a living room set and a bed, because they couldn't get them in stock at the same time, I had to pay two shipping fees. I had cancelled an order at another furniture store to get this quicker (so I thought) no I was put off for three Fridays in a row, each time missing work until I realized no one was coming with the delivery. The first couch was delivered and damaged. The customer service rep was horrible and did not understand the frustration of finally getting furniture delivered that I paid for and the product is now damaged, ok got through that and then waiting on the rest with the second delivery. Ashley has a no cancellation policy even if they mess up, they do not take the customers concerns serious and now I can not even get anyone on the phone as I found out the bed that I waited over a month to get is now $200.00 cheaper. Is there anything Ashley can do to make a customer happy? Its ok when you take my money but its not ok with me when I am not able to get the service I need when a problem happens. Angela read more

Don't go here. I am telling you, save yourself and go anywhere else! Target, HomeGoods, Goodwill, literally anywhere else. We bought a couch in mid-June. They told us it would be delivered by the end of June. It is now almost September and guess who has been sitting on their floor for almost 3 months? You guessed it, us! They have been dishonest and haven't offered even a discount on our purchase. I am telling you, go anywhere else. All of these terrible reviews are not just a handful of dissatisfied customers. We have spoken to people at work and they have heard just how horrible this store is. Not Ashleys in general, THIS location. DO NOT BUY FROM HERE! read more

I ordered a couch from here 2 months ago. They first said it would be in in 3 weeks. Then a month later. And now telling us in 2 months it'll be here!!! Defiantly recommend going to a DIFFERENT furniture store. So upsetting and frustrating! read more

I don't know if it's just this store or all of them but I had the worst experience ever purchasing a mattress from them! The GM told me to get it delivered to the store rather than online, because "it would get here quicker" Not true at all! It took 4 weeks for the bed to come I had to keep calling for updates just to keep getting the same answer "it's still being inspected" & NEVER CALLED TO TELL ME THE BED WAS IN THE STORE I HAD TO CALL THEM! then I pick the bed up get all the way home and ITS THE WRONG BED! Note: I had to purchase a $50 U-Haul just to pick the bed up and have me and my friend load and unload it BY OURSELVES. So I had to go back up there, Because no one answers the phone, just for them to say bring it back, we will order the right one it'll only take a week....YEAH RIGHT!! I was not going to buy ANOTHER truck to do that all again for a mistake THEY made So I had to keep the one I have. The only upside is I got refunded the difference of the beds after not getting a response about what they were going to do about it and constantly calling them P.s. WILL NEVER SHOP HERE EVER AGAIN! Wouldn't even buy a pillow!! read more