Ashley Furniture
E. Farmingdale, NY

I purchased a king size mattress from Ashley. Before delivery i measured the staircase in my home & was concerned that the mattress 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, the mattress was folded completely in half for it to fit, bending the frame. A problem. I gave it some time & saw the hump in the middle of the bed & the sides of the bed caving in. Iwas also waking w. Terrible back pain. I contacted Ashley regarding damaged mattress & i'd prefer to switch to a queen as i orignally wanted to. -told technician must come & check first. Waited almost 4 weeks for a tech. He claimed he clearly saw the hump, that it was evident the mattress frame was comprimised on delivery & he would indicate so in the report. Told me to wait a week for report which was a holiday, no report was done. Spoke to diane in customer serv. Dept. Over 7-10 days -told it was being processed & an exchange would occur, the store in farmingdale was aware. Went to the store, told they were waiting for a conf. Email from customer serv. I call the rest of the wk, advised 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. The only thing they could do was send another tech. I dont know how the store, customer serv, & the tech were all on the same page there IS something wrong with the mattress. That an exchnge the clear resolution for everyone & it all changed in one day. I don't want to suffer w. The mattress any longer, its not right i have to lose a day at work, wait another month for a tech from the same comp. To lie to me again & say they see the problem but report otherwise. I spoke w. Amy at the 800 number -told each store is individually owned. Left a message with k&b quality (the company from where the tech) was sent -no return call. Spoke with diane and was told that this is all that rob from the ashley store 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.

Company: Ashley Furniture
Country: USA

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