Horrible experience from delivery to warranty claim

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Warranty Claims

Posted by Jerru from Conroe, TX on April 1, 2015

First the sales person completely screwed up the invoice, overcharging us. Then, the delivery was delayed by several days. The worst thing was our mattress/box springs started squeaking every time you got out of bed (to the point of waking my wife). Contacted Sealy and they said to go through Ashley. They sent an inspector and he agreed the set was defective. He came back a week later because he had failed to record or measure something. Then, Ashley contacted me and said they no longer carry Sealy products and I would have to deal directly with the manufacturer. Why did they send an inspector to my home not once, but twice, disrupting two days, when they had no intention of honoring the warranty.
This is not the first issue we've had with Ashley, and shame on me for ever going back!



Comments (2)

Hello,

You may be able to fix the problem with out the manufacturer. It could be the bed, the box springs, or the frame. When we have an issue with a squeaky box spring, we ask the customer to put the mattress directly on the floor and test out the squeaky area. If there is no squeak, it's not the mattress. Then put the box springs under it and test again. If it squeaks, it's your box spring. If it doesn't squeak, then it's your bed frame. If you can isolate the issue, I recommend going back to Ashley and let them know exactly what is causing it and see if they will help.

Andrew

By: Andrew Schlesser of Myrtle Beach, SC on May 11, 2015

We isolated the problem to the box springs, and both units (king size) had the same issue. Ashley was totally uncooperative. Since they were 7+ years old, and box springs are relatively inexpensive, we didn't pursue it and bought another king set from a different store. If this had been the first problem with Ashley, I might have considered giving them another chance. They have lost a customer for life.

By: Jerru of Conroe, TX on May 11, 2015

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