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I bought a mattress and frame with headboard during a Labour day sale in 2008. 8 weeks later the mattress and headboard was delivered and the installers forgot my mandatory mattress pad, they also did not know how to install my bed to they had to send a "senior guy" who showed up a few hours later - not bad, but follow along it gets worse.

The bed was great it was new and comfortable, but a week after we got the bed we noticed a smell coming off the wood. I can find no better way to describe it but that is smelled like bad body odor. We decided to give it a few months because wood can have smells from varnishes that typically dissipate after a few months. So 8 months later the smell was still strong, you could not close the bedroom window or the whole apartement would smell and my guests could notice (very embarrasing). I called Ashley and the nice fellow sent a technician to look. He tech came and he said that the bed did indeed have a bad odour. He siad to try "lemmon oil" to get rid of the smell, if that did not work they would replace the bed frame. So a few weeks later I called back and another nice gentilman said that my new frame was ordered and that it would be delivered to my apartement in the same fashion that I had originally paid.

So 8 weeks later I call to see where my frame is, the lady on the phone said that she had no recolection of this and that the bed frame was not only not ordered but that they would under no circumstances replace the frame. They don't cover "smells". I asked to speak with a manager and I was told "we don't have a manager" (remenber that it will come back to us in a few moments)I was very upset so I called and spoke to the store manager who said that he agreed with me and that he would call the call centre on my behalf and try to help me out. He was going to call me back.

Not 5 minutes later I got a call from the same rude call centre girl who said that "her manager said that I should not bother to call again that they wouldn't do anything for me and it is my fault that I waited over 7 months to call them". Then she hung up! I know crazy huh! Oh and FYI, I never heard back from the store manager.

I was really fired up by that point, I sent a letter to the Consumer affairs department of their head office in the USA. They wrote a lovely letter back saying that they could do nothing nad that they are forwarding my letter to the store manager.

With all that said and done I then lodged a complaint with the BBB, who after 3 tries to contact them and get resolution closed my file because Ashley said they wern't going to do anything. - A big waste of time for sure, useless BBB.

In the meantime, apparenlty everytime you put in a service call a third party from the company calls to check up on your experience...no matter how many times I relay the story it dosn't seem to cause any change.

Then it got worse! My $3,200 mattress (which I got on sale for ($1,500) was sinking where we slept. I called Ashley to take a look and they sent a guy, he took measurements and went on his way. About a month later I called to see what was going on and they said that the mattress would not be covered because there was not the proper support under the frame. I told them that they sold us the bed and the frams so they should fix it. They did, they brought in more supprots. A few months later the bed was still geting worse, they sent in a new fellow t omeasure the depressions and he found that there are 3 inch deep grooves in the mattress and it is defective.

About a month later I was called and told that I have a $1,500 credit to get a new mattress. I am going in this weekend to get a new mattress cross your fingers for me!

Location: Sydney, New South Wales

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Guest

Thanks for posting your problem, we are about to go to our local furniture store to return our king size bed frame that smells exactly like bad body odour. I feel pity for the store as it is not their fault but I bet they end up having to pay for it, distributors get caught up in the crossfire of companies that fail to stand by their product. We have tried everything to mask the smell and it is getting worse.

Guest

Hello...I understnad the whole bed support issue! But even after they fixed that the mattress was still ***.

I eventually got my new mattress after copious amounts of fighting.

Then...they tore a light off my wall while delivering! holy add insult to injury!

Guest

double beds require 3to 4 bed slats from rail to rail.queen size bed frames need 4 slats with a center leg support.king size frames need a center support with support legs that are paralleto the bed rails with support legs as well as 3 to 4 slats per box springs.these requirements are needed in order for mattress manufacturers to honor their warrantees.

Guest

The better buisness Bureau doesn't help anyone. If I were you and still not getting help I would contact the Attorney general's office.

They will help customers who are getting ripped off. They helped me with Aspen Dental and their scams.

good luck

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