Ashley Furniture Complaint - Ashley west los angeles branch has BAD customer service! DON'T BUY FROM THERE!
My husband purchased a mattress from Ashley West Los Angeles branch and the salesman told us things about the mattress that were not true when we had started sleeping on it. He told us too, that the $100 protect-a-bed mattress protector prevents liquid stain. urine, water, juice, anything. most mattress companies voids warranties once there is liquid mark on your mattress, no matter how small it is. and if liquid goes through it, the protective cover company will replace it. it's the guarantee that that protect-a-bed company offers, but only if we purchase the mattress protector on the same day and time we bought the mattress. I even asked the salesman if he was sure about the warranty, and he said "YES, ABSOLUTELY." I repeated what he said "THAT IF LIQUID GOES THROUGH THE MATTRESS, PROTECT-A-BED WILL REPLACE THE MATTRESS." and he said, "yes, you heard me right" then when we went home, I was curious about the protector. it seems too good to be true. I called protect-a-bed and the representative told me that they only cover replacing the mattress cover, not the mattress. I called the branch and asked for the salesman. He said "no, no, they will cover the whole mattress. If not, Ashley will replace your mattress" and I asked if if he has anything in writing to show us. He said he has some paperwork that will prove it and he will email it to us after we put down the phone. He never did. Before the store closed, we called him again reminded him of the warranty in writing. He said that he could not find it, but rest assured Ashley will replace it. When I put down the phone, I just told myself "well- accept that you have been lied to." My husband and I were too tired from our move from one place to another and I didn't want to return to return the item especially that Ashley is far from our place. The bed got delivered. It was toooooo firm from the one in the showroom. Definitely a BIG difference. ON the second day we've had the mattress, we called Ashley West Los Angeles branch to get help, and the lady who answered the phone won't let us talk to their manager. She said that the manager in on break. I called again after several hours, she said manager is with a customer, manager left. Since my husband and I are young, we thought that the receptionist might not be taking is seriously because we are a young couple. My husband looks like he is only 16 yrs old. My mom called Ashley and a lady named Giselle/Chuzelle shouted "I TALKED TO THE CUSTOMER AND I TOLD THEM NO EXCHANGE CAN BE MADE AND IT'S FINAL!" and hung up the phone. My mom was not shouting, she was calm, but I guess the receptionist did not appreciate any of us calling. We were not returning the mattress and we have not even talked about replacement/exchange at that point. We wanted answers to our concerns and get helped, we were courteous even if the salesman lied to us from the beginning of the sale, but in exchange, we get an attitude and my mom got shouted at and got ditched over the phone. I emailed we've had the bed for 3 weeks now and it still hurts our back. I have resorted to sleeping on the couch when my back can't take it anymore my husband wakes up in the middle of the night to join me in the living room. But what I'm sad about is the poor customer service that Ashley has. We have been lied to, and the after sales support is GHASTLY. I emailed Ashley furniture about this incident on their contact page, but to no avail. From the lower ranks receptionist like Giselle/Chuzelle (she's so slaaaaang you could not understand a word she says) to the higher ups I guess, they DO NOT CARE. So if you are considering buying from Ashley, DON'T. They are liars and they have super bad customer service.