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| - I purchased my mattress last year through Ashley Furniture in Glendale. I absolutely LOVED the mattress and the customer service was impeccable. After a year, the pillow top began to buckle and the mattress was found to be defective. I was told because Ashley Furniture no longer manufactures with that brand, I would have to come into the store and pick out a new bed. This time, I went to Ashley Furniture in Avondale. I explained to the sales manager that assisted me that day that I wanted something as close to my previous mattress, as I was very pleased with it. He assured me that the bed I chose was comparable to my previous mattress. I also upgraded to a King.
On the day of delivery, they delivered the mattress to the wrong address. I received a call saying that because of their mistake would not be able to deliver until 9pm that evening OR wait until the following weekend. This is after I had specifically confirmed my address with the sales person. I opted for the delivery to occur the following week. I was not present upon delivery, but my boyfriend told me that they technicians were incredibly rude - he placed the mattress and box spring on the wall in the living room, expanded the bed frame, offered cold waters, and tipped them $20 and they did not so much as say thank you.
Ever since delivery, I have been absolutely miserable. The bed is an Ashley Furniture bed and is horribly uncomfortable. I have chronic pain issues and have been in a great deal of pain and without a good night sleep since. When I returned to the store of purchase, the manager callously told me there was nothing they could do because there's a no return policy. This was the first I heard of this. He took my receipt and showed me the terms and conditions of my purchase. At the bottom is a box where I am to initial to indicate that this was explained and that I understand. This box is left blank, as the sales manager NEVER highlighted the fact that there is ZERO return policy. Period. The store manager told me to try to contact Customer Service. I called that night and waited on hold for 30 minutes and decided to try again. When I finally spoke to someone she told me that we would have to schedule a technician to come assess the bed. I explained that the bed was not defective but she stated that this was protocol and the steps that were required. This gave me hope that customer service would be able to assist me with this issue.
The technician came out and informed me that there was nothing that he could do, as the bed is not defective. I called customer service this afternoon and they informed me that there was nothing they could do, as the bed is not defective, but could refer me back to the store of purchase. The store who told me that there was nothing they could do, as the bed is not defective.
This entire situation is laughable at how unorganized, unprofessional and unaccommodating Ashley Furniture has been. I am now expected to pay $2,000 for something that I am horribly unpleased with. I feel incredibly mislead, lied to and taken advantage of. The customer service that has been shown to me is absolutely appalling. I have been more than accommodating in this process and I would like for someone to accommodate me. The customer. Who is greatly unsatisfied.
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