Ashley Store — Local services in Chicopee

I want to express my disappointment in Ashleys Furniture and Cardi’s sales practices and return policy.

Over Memorial Day weekend 2023, I went shopping for a mattress and adjustable frame at the Ashley Furniture store in Chicopee. MA. My salesperson was Jeffrey. After viewing the mattresses over three days, I picked the Beautyrest. Jeffrey informed me that I had 100 days after purchase to decide if I wanted to return the mattress. I was also informed that if I didn’t like the adjustable frame there would be a 300 dollar restocking fee. There was no mention of any additional fees/return policy on the mattress other than I had a 100 days to try it. I purchased the Beautyrest Black and an adjustable frame. Sadly, the mattress was very uncomfortable. I called Jeffrey on Sunday at 1PM and informed him I would like to return the mattress. He said ok and would arrange pickup. I then received a call from Mark the store manager who tersely informed me that mattress can’t be returned and that it would impact store profits if they accepted a return. He continued to say, did I know how they had to deal with it after it was returned? How they have to be recycled and how costly that is for them? He said I should have read the back of the sales receipt (after purchase?) and that there was a sign in the store that I should have noticed (I said I noticed no sign). There was no concern for myself as the customer or my lack of satisfaction over the purchase. When I protested that the sales person had not shown me the policy, in writing or verbally except for the 100 day returns, Mark the manager then said I could do a one time exchange for a mattress. I rejected this prospect as he said it would cost me the same price even if it were a cheaper mattress or greater if the price was greater and there were hardly any the same price. Later I checked the Cardi’s receipt. It says “comfort assurance” policy in a small section on back of the receipt—again not seen until AFTER I paid. I had to search for “* See website for details” which is listed at the bottom of the page. Cardi’s website said the return had to be of equal or greater value (customer pays the difference) and a 10% fee as well as an additional $99 fee would be charged, and in addition that the delivery area for the mattress must be in their “red zone” delivery area. Which I have no idea what that would be. ­I would not have made a purchase if I was informed of the sales return policy either by pointing it out as the discussion ensued, pointing to the return policy sign in the store (wherever that was posted) or on the back of the sales receipt before actual purchase. The manager did emphasize that what they did was, and I quote “totally legal.” FYI, donations are accepted in Massachusetts so he was incorrect that the only option was to recycle. Cardi’s apparently isn’t much better with their draconian return policies that require a customer to go through so many hoops and spend so much more money that why would anyone do that? I’m sure most people do not because “comfort assurance” is anything but. Simmons Beautyrest the company, actually does do a 100 day return/refund policy on it’s website but only for website customers and that their authorized dealers “may” have a different policy. There are many mattress companies out there that will honor what I consider a real “comfort assurance” policy, put their customers first, and not tout their bottom line as a reason to not allow you to make a return of a mattress. They offer full refunds as well. Ashely Furniture in Chicopee is actually part of Cardi’s which was not known to me when I shopped there until I got the receipt. Upon some research I have found that Cardi’s is not accredited by the BBB however I found many complaints on there which they have responded to. It doesn’t mean in and of itself that the company is bad, but it does mean that they didn’t take the extra care to become accredited. My issues in no way reflect on the Cardi’s delivery team which were more...

They don’t even deserve a star. I went to your store on 07/21 because of an AD I received about your new store and current promotion of the 6 years 0% financing. I approached the sale person Anthony Rigali whom we purchased two set of full size mattress with box springs and 3 bed covers. He assured us that we would get the mattresses delivered by Tuesday 07/23 since Monday was already full (even though the slipped said scheduled for delivery 09/01) which I questioned and he said it was a glitch on the system and he wasn’t sure why it does that, but that I should get a call Monday night for the time window for the delivery Tuesday. I called customer service Tuesday at 5:00pm because I never received a call or my items delivered. I was then told that the mattresses were back ordered and it would take until mid-late August to get them. At that point I also mentioned that Tony never told us about the other financial options of 50% off 0% interest for 12 months while we were talking to him, despite us mentioning that we would pay off the mattresses in a year or less. Which was very disappointing for us as customers as our best interest was not considered by this sale person. The customer service representative said she would call the store and have the store call me back. Toni calls me 30 min later and I told him of my disappointment of not knowing about the 50% off sale while I was in store and that I will rather get that. He said he would see what he could do, but the items were processed, and I said well they have not been delivered and I told him I will go to the store. He calls me back and tells me the finance department is closed and that he was unable to fix that for me, but that he would try tomorrow. At that point I said I was still going to the store, but was waiting for my husband to get home in about 5 min. We get to the store and Tony was gone (knowing we were on our way). We spoke to John whom said was the manager and he was very understating of the situation and I returned the unused bed covers and asked to canceled the order. I am very disappointed of the dishonest practice just to get a higher sale number, without looking into the best interest of the client. Even though John was understanding, he did not offer a solution. I did say to him that if they could honor the sale to call me today and I will get the items. As of right now I have not received a call, not even a courtesy call. -Update 07/31 got the mattresses with them since they said they will honored the sale. After I picked up the mattresses, and opened the boxes I realized they had given me the wrong mattress for one of the sets, and also the wrong mattress cover protector. I went to the store and Tony said “mark was supposed to tell you we didn’t have your mattress for one of the sets, it would take 3 weeks for delivery” which was not what Johnnie told me before I placed the order the second time as he “assured me” they had both the mattresses in stock. They do anything to sell, but the worse thing is their lies. I gave them a second opportunity and they continued to lie. I came to find out they only honored the sale on part of my items and refused to honored it on the mattress pads. Maybe filing with the General Attorney’s office and BBB office may fix their...

Wow I should of looked at the reviews before making my purchase 3 weeks ago. We bought my severely autistic son a new bedroom set that he was excited to receive today June 30th 2019. We where told by Laura that closed out order and told us it will be delivered today, that we will get a call the day before to verify delivery. We didn’t get a call so my husband decided to call first thing when they opened and was told (we did not get the name of the person we spoke to we just spoke to someone in option 4 for todays schedule deliveries. That person told us that there are pieces back orders form the warehouse so the delivery date changed to THE 4TH OF JULY! No one had the common courtesy to call us and let us know! my husband said that’s impossible we will not be home, we have booked a vacation out of town months ago. He was told he would get a call back. I asked my husband what they said and when he explained I was confused to I called to get clarification and to ask why wasn’t we told about the back order and change in delivery date. I must of gotten someone else than the one who spoke to my husband and I was told that the order can’t be locked in if Ashley warehouse doesn’t have all the pieces to do order in stock. That when we made the Order the schedule delivery was not locked because it can’t be unless all items are in stock. So we got a delivery date from Laura that wasn’t confirmed or locked in. And that of if today they don’t missing a piece and there is not date scheduled for delivery (different story than the one they gave my husband when he first called a few minutes prior) and she transfer me to a sales manager for further assistance. I was on hold for awhile and they they hung up. When I call back I press option 5 and a guy answers and he says he’s on the floor now and that he can ask Laura why she didn’t call us to let us know. That’s all he had to say. No apology or anything else to try to make it right. He was dryer than a over cooked chicken breast. I asked if it was possible for us to get the display delivered today. And get a delivery today as we were promised. They said they don’t do that. So I then asked for my refund. The guy said that it’s scheduled to be delivered this week and I funny cause the last person I spoke to said there isn’t a delivery date scheduled and that at this point everyone has told me something different and don’t believe what he is saying. He then said asked who I called and spoke to and I said I didn’t get names. He then replies that called are recorded and I suggested he go back and listen to the calls. His answer to that was that there are no notes that I called previously. Welp thank goodness phones these days keep record call log in what numbers you called and duration of calls. So I I have a record of the calls. I was in sure what his point was. But we had to explain to our severely Autistic child that he isn’t getting his new room today and that really sucked! Never again. I usually do lease to own furniture because more convenient to us and house hold Income. But we decided to sacrifice now and cheer my son after a rough school year. And this is the service we get. If the communication was there we wouldn’t be upset. We provided email and phone number and and we got 0...