Ashley HomeStore

On Jan 03, 2020 was at Ashley Furniture Store and found a sofa set in color Pewter . To my disappointment was the correct style (Femoy), but the wrong color, On 1/05/2020 got on the computer to show my family what I had purchase, was not the correct color that was on display at the store. the item on the website shows the sofa in beige and not the Pewter. I called the store, spoke to the sales person and was told I would be receiving the correct color and that the picture on the website was wrong. which was suppose to be the Pewter color. I informed them that If I received the wrong color I would not accept it. Went to the store the following day and complain about not receiving what I thought I had purchase and was told to pick something else. I told them I didn't see anything else that I wanted. Was told by one of the store managers I would be getting charge for canceling the order. MY cancellation fee was going to be 197.00 and would be refunded 303.00. I called to see if they had mailed by refund was told it was in the mail for 269.00. Had to call the store back and speak to the Manager. She told me she would email the office and make the correction, because the cancellation fee should have been just for the product and not include the protection plan. But I requested she send me the email and gave her my email and was informed that it would be done. Had not received or heard from her. I called the store again today and another female manager informed that I would be getting 269.00 refund. there was no notation stating other wise. She was very adamant about it and that my check was in the mail. I have it noted where the other female manager wrote my amount of refund and cancellation fee. my client # [protected]/ customer #[protected]. Please help with this matter. I have been waiting for a resolution since the middle of January. The managers don't seem to care or don't know about customer service. I have been on both sides. I have worked where you help your external as well as internal customers. Do they get a percentage of the cancellation fee?