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| - I came into the store twice before I purchased the Ashlyn Storage bed frame. Both times the friendly associates explained that if I purchased this bed frame I would not have to purchase a box spring or additional support for the mattress, so I would save money- since I woudn't need additional support.
I purchased the frame and a new queen mattress ($600 from a different retailer). I received the bed frame on 1/2/2017 and the new mattress on 1/4/2017. I put the mattress on the frame and tried to sleep, but woke up in pain and discomfort. I was not sure what the problem was- but thought could be the mattress, since the store said that I would not need additional support with any mattress I used on that frame. I then purchased a $50 mattress topper- that didn't help.
On 1/7/2017(within 5 days of receiving the bed frame) I went to the Living Spaces store on Bell Rd. and explained that I was in great pain after sleeping on my new bed. I asked again if I needed a box spring or something under the mattress. They assured me I did not need any additional support and thought it must be the new mattress.
3 associate helped me shop for another mattress on the 7th, but I held off purchasing at the last moment, because my body was sore and bruised from my 2 attempts at sleeping on the bed that it was hard to differentiate what mattress would be comfortable in the long run.
I slept in another room of my home, and I waited several days for the body soreness to clear up so I could test the beds again and make a decision.
On 1/12/2017 I went to the location off McDowell and tested the beds again. I asked the associate if it could be the slats that were causing the discomfort and pain I was experiencing. He assured me that wasn't the case, but at checkout, he suggested I buy a board from home depot and put it under the mattress.
I went home, put the new $1000 mattress on the frame and attempted to sleep. Within a couple hours I had the same discomfort and pain. I started researching on the internet and discovered that foam mattresses should be supported by a flat surface and if there are slats that are more than 2 inches apart, it can cause the mattress to seep in between the slats and make the bed very uncomfortable. On top of this I learned that my bed frame had slats much further apart than 2 inches, and the slats are also flexible euro slats, which bend and move under the mattress- which would also make a foam mattress extremely uncomfortable- Basically- this bed frame is not meant to support a foam mattress, more so a standard coil type mattresses.
I immediately emailed Living Spaces 1/13/2017 in the middle of the night and explained the situation. I received an apathetic response- that their associates are only required to share manufacturers descriptions, and the message suggested trying a "Bunkie board".
I emailed them back pleading to come to resolution, but they did not respond.
I tried the board suggestion, but it did not help. In the meantime, I ordered a low profile foundation support, hoping this would solve the problem (this cost around $150). I ended up sleeping on the original mattress I purchased for $600, on the floor, as the bed frame was too uncomfortable. I received the support foundation 1/16 and put it under the new $1000 mattress I bought at Living Spaces. Now the bed sits way too high, and after a few hours on the bed it is painful and uncomfortable. The flexible slats are still bending under the weight of the mattress causing the foam mattress to not sit correctly, and it hurts me.
I contacted Living Spaces 1/17 and spoke with a supervisor named Laura, who told me they would not do anything or allow me to return the frame, because it was past their 7 day return policy. I called back and spoke with another woman who reached out to the store and they said they "might" get in touch with me and then another Supervisor named Marshae, took the phone from the person helping me and told me a senior manager would call me back in 1 hour. No one called back. 3 hours later I called again, and was told someone would call back sometime today.
All I ask for was the opportunity to return the bed frame, so I can get something designed for a foam mattress. I asked if I could return the $1000 mattress since I am still within the 7 day return policy,- but Laura said they do not allow returns on mattresses.
At the end of the day, I reached out to them within 5 days of receiving the bed frame and made them aware there was a problem. It's clear that I have tried everything to resolve this problem on my end and I have reached out appropriately to the store, the website, the corporate headquarters and this began before the return period was up. I gave them the benefit of the doubt and even purchased a $1000 mattress from them- that ended up being entirely unnecessary. I have spent $2500 all together and am sleeping on the floor. After all this- I only asked to return the frame.
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