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I purchased a King Size Sealy Hybrid mattress and bed frame. I purchased it because my wife has cancer and needs a better bed to rest and be comfortable with as she is in a great deal of pain.

Everything was fine until the frame was delivered. The frame was set-up and immediately upon laying on t we began to her a lot of noise, and it did not quit unless you stayed completely still. We have had the frame and mattress for 2 weeks and over the past week we heard a screw pop and go flying across the room. We did not see anywhere it would go but held on to it.

The bed continued to sound noisy and in the middle of the night started to sound like there was a racoon or something underneath chewing on the bed. Looking underneath we found that none of the supports are holding the bed up, all are skewed to the foot of the bed, and at least one and maybe two of the slats that hold the mattress up are broken. I went to the store for help and was told they cannot help me and that I need to call Ashley service. I called at the number I was given and sent images of what was happening to the store per their direction.

I called the number I was given by the store, and it welcomes you to customer service and then hangs up. I then tried the chat function which is an AI platform and next to useless. I then called other numbers I could find online. I finally got an operator on the line who sent me to a customer service person who then redirected me to another call center, which I sat on for 20 minutes and then was redirected to a survey asking if I would recommend any family or friends to Ashley based on my recent user experience using 1 to 5 with 5 being absolutely.

I hit 1 for never and was told by the electronic voice, I am sorry we are having difficulty, please try your call later and then was hung up on. This is totally unacceptable.

User's recommendation: Be very careful. I had bought chairs, desk and table from Ashley before and was happy with it. If you buy from this vendor it is at your own risk.

Product or Service Mentioned: Ashley Furniture Bed Frame.

Monetary Loss: $900.

Preferred solution: I would like replacement or refund. .

Ashley Furniture Pros: Prices are good, There furniture looks nice in the showroom.

Ashley Furniture Cons: Product is non functional and poorly put together, Absolutely no customer service for after the sale support, Store personnel are not empowered to fix issues, Product poorly constructed.

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