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My wife and I purchased a Tempurpedic mattress from Ashley Furniture. The store displayed banners with the 90 night trial advertised. We spoked about the trial period with the Assistant Manager of the store who advised us there was a "nominal fee" of about $300 to return the mattress. After 1 month of the worst sleep we've ever had in our lives, we decided to take advantage of the 90 night trial. (We're not faulting Tempurpedic - they have a great product and service - It's just not for everyone). The Store Manager at Ashley advised us we needed to contact Tempurpedic directly to take advantage of the trial period. Tempurpedic said that since we purchased from a retail store, that we needed to go through them. Upon returning to the Ashley store, the Manager advised us that the only thing they could do was offer us a "store credit" and that they never told us anything about a 90 night trial. The funny thing was, that you could see the banner that said "90 night trial" behind the Manager as he was telling us this! Upon the advice of the Tempurpedic rep on the phone (who was by the way VERY helpful), we have filed a complaint with the Better Business Bureau, and will be contacting our local Attorney General to file a complaint for false advertisement if we do not get satisfaction within the next 2 days.
The complaint has been investigated and resolved to the customer’s satisfaction.
My husband and I are going through the same thing in Austin, Tx. Purchased a TempurPedic at Ashley’s and they are not taking the bed back. They said we cannot return the mattress even though it is within 30 days. They told us we could return it if we weren’t satisfied. Upon going into the store, the manager didn’t even want to come talk to me. He kept sending a salesperson with the messages about reselection. However, if I were to reselect a new mattress that is cheaper, I would still have to pay for the amount spent on the TempurPedic…how does that make sense? Funny how when you get approved, they are all over you offering help with purchases, but want nothing to do with you for a return. They told me to contact customer service and I did right then and there. Customer service said the manager can approve a one time return through the ER TEAM. A day later, the manager denied that request. I’m going to go back tomorrow to speak to another manager. There is a Happiness Guarantee Policy that states they will can process one-time return…so what is the issue? I’ve already put in a complaint with the BBB. Needless to say, I will NEVER buy from Ashley’s again.
I'm in the same situation. Manassas, VA. Anyone have any luck?
So.. was there any outcomes from this? My wife doesn't like our temporpedic air bed and I am wondering what we will have to do.
Thanks,
Same situation in Fountain Valley, CA. I called Ashley to inform them that I would like to return the mattress. Ashley told me that I needed to go through Tempurpedic and gave me the 800 number for Tempurpedic customer service. In speaking with Tempurpedic I was told that since I had purchased the mattress through Ashley that I would have to deal with Ashely to return the mattress. Instead of calling the Ashely Furniture customer service number again, I decided to go into the store and talk directly with the salesperson and store manager whom both told me we had the 90 day sleep trial. In speaking with the store manager and telling him that I would like to return the mattress, he replied that we were the first in their store to want to return the mattress and he would have to get back to me. This morning I received a call from him informing me that his store doesn't participate in the 90 day sleep trial offer and he wanted to confirm that it was he that told me of the 90 day sleep trial offer. He said that he spoke with his salesperson and she said that she never heard him mention this. I told him yes, it was he that confirmed the offer and now he is going to get back with me. I get the feeling that this isn't going to end well or easily. I can't imagine a company like Tempurpedic allowing any company to sell their product without honoring the 90 day sleep trial their company is known for. It would be like a Chevrolet allowing one of their dealers to say that they won't honor a cars warranty. I would hope that either Ashley or Tempurpedic step up and honor the warranty. If not, I am afraid that this is going to take an attorney general to make this practice of selling a product and not honoring a manufactures warranty illegal.
Same situation here in Concord, California. Ashley's District Manager said we have to file a return through Tempurpedic. I called them FROM THE ASHLEY STORE. The Tempurpedic rep said since it wasn't purchased from Tempurpedic directly we have to file the return through Ashley. Then I called Ashley's customer service and they said that we did not purchase the satisfaction guarantee warranty so we cannnot exchange it. I'm waiting for a call back from the next level up in the Ashley line of customer service. 4/19/2013
How did this work out for you? I myself am in the SAME SITUATION as you, I am not sure what to do...
Thanks, Tim