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  • Bought an entire house worth of furniture here a couple of years ago. Our mattress was a pillow top and came with a 10 year warranty. Well, it started to sag so we called customer care and a tech came out and authorized a new mattress for us. We had to go to the store to pick one out because they had discontinued our model. We were told to ask for the manager and to give them a reference number so they could look us up in the system. After laying on several different mattresses and not really finding one we liked we saw the holy grail of setups. It was a mattress with an adjustable positioning base that featured a "zero gravity" setting. Wow, we were hooked. The manager even told us about how his wife had been pestering him to get one for their house. He said he would be right back to check on the pricing. When he came back he said, "I'll take care of the difference in price." WOW, we thought could this be true? Customer service was not dead, or so we thought. Fast forward to today and the delivery guys show up with our new bed only it has standard box springs and doesn't adjust at all. We called the store and talked to the manager and he says, "No, I was pretty clear that you were only getting the regular setup." Really? I didn't even lay on a standard setup, we talked extensively about the setup with the adjustable base, and if you weren't going to include the expensive base why wouldn't you at least offer it to us for an additional fee? Well here I am with a new mattress that is ok but not what I wanted. We went into the store to talk to the manager directly and had to coax a halfhearted apology out of him. He really wanted to stand behind his, "I thought I made it clear that you were getting a standard bed." CLEARLY, it wasn't made clear or I wouldn't have been disappointed. Will I ever be back to another Ashley? NO. Will I make sure that everyone I talk to hears about my experience? YES. This guy failed the customer service test and his own delivery guys were not surprised. They were more apologetic than the manager and all they do is deliver the merchandise. Congratulations Ashley, this manager of yours just cost you a customer for life!
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