We bought a Mattress last year with Ashley furniture last year and after few months we realised that it is not good and we are getting up with back pain every morning. I even had to take MRI and took some physio therapy for my back. I was asked by my doctor to not to use that mattress. Ashely Furniture store gave us hard time in listening t our probem and the manager did not even call back leaving multiple voice mails and finally we were told that they cannot do anything about the mattress and thats how they reat their customers.
Here is what has happened to me... I reported problems that I was having with my sectional/sleeper to a customer service rep approx. 1 week before the factory warranty was up back in april. After a service person came out and saw the couch, he said the store would pick it up and take it back to the store to fix it. Then got a call stating that the couch would be best fixed if I turned it into montage furniture services. I did and they sent someone out who did a temp fix until parts could be ordered. Parts were supposedly ordered and the same repair man from the retail store came out and said "I can't fix this!" I will have Courtney from CS call you this afternoon and we will arrange to have it picked up. She called and said that there was a misunderstanding with montage and that they would order the parts and have them sent to my house directly and if they weren't there within 2 weeks, they would refund my money. I received to packages, one was for a cushion cover and one box was foam padding. The parts to fix the sleeper mechanism and frame were not sent at all. On the day after the 2 week deadline, I called Courtney at the retail store, and told her that I was done playing games with Ashley furniture and montage, and that I was going to be contacting the BBB and Illinois Attorney General's office, and that I was looking into a class action law suit with a few other people that have had problems recently. She said that they would give me a refund and arrange to pick up the couch. Montage called later that day and said that I had all of the parts needed and I just needed to make an appointment for them again to come out to the house. I called montage back requesting a manager contact me, because again there was nothing delivered to repair the sofa. The problems that I have are that Ashley should have resolved this from the start. I have been getting the run around going on 4 months now, with no resolution. This sofa is now in worse condition and the hide a bed is now so broken that the metal is now digging into the hard wood flooring. I have had to take off time from work 3 times now for them to come and say each time I can't fix this. I was promised a refund, and then the owner's wife, who happens to be the office manager as well, states that courtney didn't have the authority to decide the refund and that they feel that they are not responsible and that it is up to montage. I purchased a set of couches before this set from Ashley Furniture, and had them for 8 years, and I gave them to my brother, because I wanted something new. They were a fabulous product that are still in better shape than what I have now. I asked the office manager how she would feel if she spent 1800.00 on a sofa set that didn't hold up more than a year? She said that Ashley doesn't have the best furniture... they have the best for the value. I think this poor representation and doesn't say much for your company, because up until now I couldn't have had better things to say. Now I tell everyone how bad of an experience I have had. I am writing this to the Corporate office with hopes that you can help me and I am very impressed that you offer such a extensive website to use as a contact for problems with products and retailers. I was told by the office manager that "Ashley Furniture is not the best, but the best for the value, that is why we only offer a 1 year warranty!" That is ridiculous- Do you think we can get enough people together to get a class action law suit? Let me know because this cannot keep happening.