Ashley's Furniture Complaint - Defective, sinking, humps, poor quality mattress, terrible customer service.
NEW BRAUNFELS, TEXAS -- I want to warn everyone that Ashley’s furniture sells defective, sinking, humpy mattresses, and they have terrible customer service! Their customer service employee’s give their customer’s the run-a-round. They are very frustrating when they give appointments. They can never tell you if the furniture will be delivered in the am. Since they can’t am appointments, and I work pm. I had to schedule the delivery on Saturdays and still wait until that morning for the driver to call with the ETA. They sell mattress that don’t hold up for 3 month’s. I purchased a Sealy mattress from Ashley’s, and bought the 10 year extended warranty, just in case I needed it, only to find out they have loop holes in their warranty. They refused to exchange my mattress nor will they refund my money. My mattress had been in my home for about 2 months when I notice what I called a sinking area, around the area which I slept. They sent a tech out to inspect this sink area, took some measurements (after placing a string across the bed and pressing his fist into my mattress), took some pictures, and filed his report, only to show that my mattress was not considered to be defective. While he was here making his report, I asked him if would get into the bed so that he could feel the hump in the middle, only to be told that he could not get into the bed. To keep from sleeping in a sinking area while this problem was resolved, I rotated the mattress around, and started sleeping on the other side of the bed. About 30 days after that, the other side started sinking in. I reported this to Ashley’s customer service, only to start the entire process over again, making arrangement for a tech to come out inspect this new sinking area, only to be told this is still now defective. Now there are two sinking area, on each side of the bed and a very large hump in the middle of the bed. I asked the tech what would he recommend that I now do, because he was still showing in his measurement, not to be defective. He then added insult to injury by telling me to try to sleep in the middle where the hump is. That was it!! How dare him suggest to me to sleep on the hump! I called back to Ashley's customer service department, to ask for a refund on this mattress, because I am tired of all of it. They refused to exchange it nor will they give me a refund. I requested talk to the one of the customer service managers, after being told by another customer service representative (Mary Sandoval.)that she would make arrangements for me to go to another Ashley's to select another brand of mattress, because Ashley's no longer sold Sealy mattresses. Mary told me that I could continue to hold or she would call me back after she makes the arrangements. Since, I had been on hold for so long, and needed to leave for work, I said okay. I tried to reach Mary all day the next day, left messages, only to get no return call. I kept calling until Mary finally answered. I refreshed her of our prior conversation, only to be told that she was so sorry, she made a mistake, but my mattress was not eligible for an exchange at this time. I then requested to speak with her manager, she transferred me to Damon Leleux, and I told him everything that happened with this sinking / humped over mattress, and what Mary had said 2 days ago. I asked him to please just refund my money or exchange it out. He said that he could not, because the mattress was not defective. I told him that I was very unhappy with this mattress and everything that I had been through with the mattress, and asked him if he could please exchange it or refund my money. He refused to allow me to exchange it nor would he give me a refund. They are forcing my to sleep in a sink hole and when I try to get in the middle of the bed, it's like climbing up a hill, or rolling over a speed bump in the road. I am telling (warning) everyone that I can about Ashley's customer service department run-a-round, conflicting decisions/answers, poor workmanship / mattress quality of their over priced sinking and large humps in the middle of a now less than 6 month old mattresses. Save yourself some grief and stress, don't buy from Ashley's, unless you enjoy getting the run-a-round and like sleeping in sink holes or rolling over speed humps in the middle of your bed. Don't do it!! Ashley's customer service really give you the run-a-round after they sell you a mattress that will not hold up for 4 months, and then they make you wait 90 days before they will do another else. Buy from some other store, reduce your stress, get a good night sleep and save some money too.
Unhappy & Stressed