Ashley Furniture Complaint - Horrible Customer Service
E. FARMINGDALE, NEW YORK -- I bought a king size mattress from Ashley. Before delivery I measured staircase in my home & was concerned that it wouldn't fit, i promptly contacted the store regarding this concern advising them I was willing to exchange for queen to not compromise the king. i was assured it would be fine.
On delivery, it was folded completely in half for it to fit, bending the frame. a problem. i gave it some time but there was a hump in the middle of bed & the sides caving in. iwas also waking w. terrible back pain. i called Ashley re. damaged mattress & I'd prefer to switch to a queen as I originally wanted to.-told technician must come & ck first. waited almost 4 wks for a tech.-claimed he clearly saw the hump, it was evident mattress frame was compromised on delivery & would indicate so in the report that would be ready in a wk(which was a holiday, no report was done)
Spoke to diane, customer serv over 7-10 days-told it was being processed & an exchange would occur, store in farmingdale knew. went to the store, told they were waiting for an email from customer service I call the rest of the wk, told being worked on. 7/19 3 calls to contact them, on hold 10 minutes or more each time. finally get through on 7/20 & am told that nothing is wrong w. mattress & there will be no exchange. only thing they could do was send another tech. I don't know how the store, customer serv, & the tech were all agreed the mattrees IS damaged & that an exchange the clear resolution & it changed in 1 day.
I don't want to suffer w. mattress anymore, its not right I have to lose a day at work, wait another month for a tech from the same comp. to lie & say they see the problem but report otherwise. left a msg w. k&b quality (the tech company)-no return call. spoke w. diane -told that this is all that rob from the Ashley in farmingdale is willing to do.
I just want a full exchange from the king mattress for a queen mattress of the same price. they were paid I should get a quality undamaged product.