Am sorry to say but with this company you have to physically go in and let your concerns be knowing. Talk only to the store manager. Sad but that's the only way with this company.
There's a callback option when you call customer service which holds your place in line....or better yet I would recommend going into the store (it's what we had to do). I also recommend checking the email you used at the time of purchase, so a search for "Ashley" so it pulls all of their emails to you. They may have reached out a long time ago, but it may have been missed. Good luck!
Thanks! Your answer is awaiting moderation.