3529 W Genesee St, Syracuse, NY 13219, USA
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Went to Ashley on three occasions to look at mattresses. Spoke with three different sales reps.

Each time I went I had different people with me to verify what we were told. I asked about any gaurentee on the mattresses (as I had also been looking at other large furniture/mattress stores that provide this). ALL THREE people told ya there is a comfort guarantee which will not provide refunds but the ability to exchange a mattress for another in the store. After much deliberation and bed hopping for over an hour each time I purchased a beauty rest plush mattress for a total of $1500.

Immediately after delivery I sat on it and noticed it was firm. Not plush at all or like the bed I had laid on in the store. I called the store and asked them what I can do because I had a really bad feeling I wouldn’t be able to sleep on it (I have back and hip issues). They told me I had to wait until Monday to call corporate because my mattress didn’t come with the guarantee.

I told that person I was told it did and then I went into the store and spoke with someone and both people told me I had to call cooporate and they would be able to help me and not to worry. Well i called them today and they said “I’m very sorry but it is policy of the manufacturer for no comfort guarantees. We will use this as a teaching opportunity for our showroom staff”. I then called Simmons directly and asked how the guarantees work and they said it is up to the discretion of the individual retailers.

I then called metro mattress and raymore and Flanigan and asked specifically if they have a gaurentee on their Simmons mattresses and they said yes. So I then called back to Ashley and told them it was up to their discretion whether or not to honor any sleep guarentees and she kept repeating that it was their agreement with Simmons that they don’t. I kept telling her that it wasn’t my fault multiple employees told me about it and never told me that the one i picked out didn’t apply and that I would have NEVER purchased from them if I had known that considering how important my bed is for my back. All I kept getting was “I’m sorry.

You should try to keep sleeping on it because your body will take a while to adjust and get comfortable in a new mattress”.

I’m sorry but I have slept in many hotel beds and other peoples beds and slept just fine and had no “adjustment period”. I am likely out $1500 worst customer service I have ever dealt with.

Product or Service Mentioned: Beautyrest Mattress.

Reason of review: Return, Exchange or Cancellation Policy.

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