A California woman is calling out Ashley Furniture after she says the company left her elderly mother stuck with a $15,000 Tempur-Pedic mattress that’s causing her pain.
TikTok user Tiffany Loe (@tiffany.loe), who normally posts videos about hair and salon business coaching, turned to her platform for a very different reason.
She posted a video asking for help getting Ashley Furniture’s attention, saying the company had left her mom in tears.
“I need your help,” she told her followers. “My parents went down to Ashley Furniture and purchased a $15,000 mattress… and this is what’s happened to her.”
The video quickly gained traction, garnering over 271,800 views.
‘This is the first time she bought something nice for herself’
Loe began by explaining that on June 9, her parents, who are “almost seventy,” went to Ashley Furniture and bought a top-of-the-line Tempur-Pedic bed.
This was no simple mattress— it came with a mechanical base that adjusts up and down, meant to make it easier for her mom to get in and out of bed comfortably.
“No, my parents are not rolling in dough,” she adds. “Not that it matters. But my mom… was a cancer nurse and has worked her ass off. And this is the first time she decided to buy something really nice for herself.”
But Loe said that when the mattress was delivered three days later, the experience was nothing like what her mom imagined.
What’s wrong with this Tempur Pedic mattress?
On June 12, Loe says, her mom called her on the phone, sounding upset. She asked Loe and her husband to come over. When they arrived, they found chaos.
“The bed had been basically thrown into my parents’ room,” Loe said. “A $15,000 mattress with [expletive] everywhere. Not put together.”
She described pieces of the bed base scattered around the room, the bed frame improperly set up, and the adjustable parts left unassembled.
“When I say [expletive] was everywhere, like the mattress, the base, and everything my parents had purchased so that they would have mobility… was not put together,” she said in a follow-up video.
Her husband did his best to assemble the parts, but the bed was still far from what they’d paid for.
Her mom tried to stick it out
Despite the poor setup, Loe’s mom tried sleeping on the bed. But within days, it became unbearable. “My mom has been sleeping on that mattress for 12 days and came over today in tears because she is in so much pain,” Loe said.
She explained that her mom has a “really bad back” and had hoped this bed would help with her mobility and comfort. Instead, it left her hurting so badly she eventually gave up and started sleeping on the couch.
Ashley Furniture is no help
Loe says her mom initially contacted Ashley Furniture and opened a case. But no one ever followed up. So Loe decided to call on her behalf—and got another shock.
“When I called Ashley Furniture for my mom, they told me there was nothing they could do,” she said. “That all sales are final at Ashley Furniture.”
According to Loe, the store agreed to open a case but told her that her mother would need to wait 30 days before she could even potentially pick a new mattress.
“It’s been 12 days,” Loe said at the time. “My mom is sleeping on the couch because she’s in so much pain… and they’re saying all sales are final. It is so wrong.”
She added that the store manager told her he deals with calls like hers “all the time.”
Rallying support on TikTok
In her video, Loe pleaded with her followers to help her get Ashley’s attention.
“I’m asking TikTok to tag Ashley Furniture, to tag Tempur-Pedic, and to help my mom,” she said. “She does not deserve this… My mom is the person that gives her life to people to make their lives better.”
“This isn’t for followers,” she continued. “This is not for clout. I’ve never done this before. I just want my mom to be heard.”
@tiffany.loe @Ashley help my mom this isn’t right. The woman that this is happening to spent her life caring for cancer children and wants for nothing! She purchase this expecting to help her back and now she is out 15k that she saving helping others. I am asking you to help her. Please tag them. Thank you my friends #ashleyfurniture #ashleyfurniturehomestore #tempurpedic #tempurpedicmattress @Philip_Stylist | Haircut ♬ original sound – Tiffany Loe
Finally, an update
In the days after the first video, Loe posted follow-ups answering viewer questions and providing more context about the bed, the delivery, and her mom’s pain.
Still, there were no updates from Ashley Furniture—until TikTok worked its magic.
In a final update, Loe said she finally heard back from the company.
“They’re gonna come pick up the bed and refund my mom,” she announced. “They called me personally… and they understood. They get where it all went wrong.”
Loe said the response restored some of her faith.
“It’s not really about how you mess up—it’s about what you do when you mess up. And I think they made it right,” she said.
Not the first time Ashley Furniture customers have complained
Loe’s story isn’t unique.
Another TikTok user recently complained about Ashley’s assembly service, saying they “could’ve broken a hip” if they were an older person trying to sit in one of the chairs the company put together.
Across Reddit, customers have shared similar experiences with Ashley Furniture, often describing the company as difficult to work with and unresponsive when issues arise.
On r/homeowners, user JAZ2026 detailed their ordeal after ordering two bed sets. They said the furniture arrived with “greasy hand prints on the ‘wood’” and poor construction, only for Ashley to refuse a refund unless everything was returned in the original packaging—boxes they had already broken down.
Another Redditor warned others in a post titled “PSA about Ashley Furniture.” They alleged that Ashley frequently delivers incorrect orders, ignores customer calls and emails, and leaves buyers stuck between store-level employees and escalation departments with no resolution.
The company holds a 1.2 out of 5 on Trustpilot, 2.2 out of 5 on Yelp, and 1.4 on Consumer Affairs—and even has a Facebook support group created by customers who say they’ve been wronged by Ashley.
Commenters chime in
Viewers flooded the first video with advice, urging Loe to escalate.
“Also call corporate and the Better Business Bureau!” one commenter wrote.
Another added, “File a complaint with the BBB. Once filed the company has so many days to respond with a resolution.”
After Loe’s happy update, people shared mixed feelings—glad for her mom but still critical of Ashley Furniture.
“Glad it worked out for her but in general Ashley Furniture is horrible,” one person wrote. “Purchased a table once and received it in a box. It was broken and they would do nothing about it.”
Another said: “I’m glad they’re gonna refund you because $15,000 is way too much money for a movable bed… even if it gets hot and cold that’s too much money.”
The Mary Sue has reached out to Loe via TikTok direct messages and Ashley Furniture via email.
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