Not resolved
Customer service
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
Price Affordability
Style and Design
Value for money
1 comment

Went to Ashley Furniture in Charleston, WV yesterday to purchase a leather recliner.The Asst manager was my sales person.

While looking at the first recliner I told her about my lower back pain and that I wanted to buy a recliner to seek relief. She asked me about my mattress and how old it was, I told her I could not remember its age but that it was a wonderful mattress. She wanted me to look at the adjustable frames so I did. I tried out one and then she directed me a mattress, the same one she said she slept on.

I feel in love with the mattress but did not want to buy the floor model, we then discussed her ordering a new cover for it. She talked to someone on her earpiece and said they had the same mattress but an inch thicker and still in box, that they could not put it on the floor because it was the wrong bed. I asked how much and it was $150 more than the floor model. I wanted it and she wrote up my purchases.

The manager then had her to rewrite the purchase as a mattress and adjustable base up as a group sale. I paid for my recliner and bed purchase. Picked up bed later in the day. Wrestled the old out and brought in the new.

Up a flight of stairs! Opened the mattress and it was not the same as on the showroom floor. Called store and let them know and was told sales person had gone home. Took the mattress back today and sales person called manager on phone and they would not accept the mattress back.

We asked why we were sold a different mattress and sales person said it was same mattress just newer model and that they had changed the name. I asked to look at the return and she agreed it was nothing like the one I was purchasing (she should know as she said she sleeps on same mattress every night). The mattress is the hardest mattress I have ever sit on, there is absolutely no way I could ever sleep in it with my back problems. Sales person said it would be firm as it was 15 inches and that it would break in and get softer with use.

I cannot believe we were treated this way. We feel we were lied to get us to buy a mattress that they could not put out on the floor and would not know this tell we got home and unbox and unbag the mattress.

We are calling corporate and Consumer protection in the morning.Pictures included are the logo and name that they say are the same bed.

Review about: Ashley Furniture Mattress.

Reason of review: Return, Exchange or Cancellation Policy.

Monetary Loss: $850.

Preferred solution: I want the mattress the SP sold me on. .

I liked: Selection.

I didn't like: Very bad customer service reps who lie.


Terms of Service
Post Comment
Ashley Furniture Verified Representative

Hi, we’re sorry that you were unsatisfied with your customer service experience.Please feel free to provide feedback by emailing

Please put Pissed Consumer – and your name in the subject box.We would be happy to try to help.

Thank you,


You May Also Like