Hi everyone!
I’m new to the boards and wishing I had found them about 5 years sooner. Five years ago, we bought a “top of the line” sealy posturepedic pillowtop from Ashley furniture. It was great for the first year, then dh and I started waking with stiffness, aches and pains. After about a year of this, someone suggested that we call and have our mattress checked for defects. We did and the guy took one look at it, taped off a whole corner with painter’s tape and took a bunch of pictures, said it was indeed defective and that Ashley would be in touch. He told us we should opt to reselect if offered because he had seen the same defect in this mattress multiple times. Ashley called, offered an identical replacement or credit for the full price of the mattress for reselection, along with a credit for the box spring if we chose a different line.
When we went to reselect, the sales person told us that if we wanted a different mattress, we needed to “upgrade” to Stearns and Foster (S&F) because we had the highest posturepedic they carried, that we would get free delivery and credit for the box spring since we needed a s&f. We chose a s&f plush because I had read that pillowtops have a higher failure rate. This mattress did not feel right from the moment it was delivered. I thought it just needed time to break in, but after a month on it, it was hurting my back and hips so bad that I told dh that I think we chose the wrong type of mattress. He said his side was great, and he was shocked that I didn’t like it. We rotated the mattress that day and after a week, he started to get aches and pains. He called Ashley and they said we just needed to give the bed a little more time to settle and that s&f were very rarely defective.
Well after 3.5 years on this bed, we were miserable. We don’t even want to stay in it to sleep in on the weekends because it causes so much strain on our backs. We called again, this time the tech found a depression/sag of over 1.5 inches and we again have been offered a credit to reselect or the s&f beth plush as a replacement. The customer service department said that if we chose to go with a different line, we would again be credited for the $200 that we paid for the non-defective box.
We are losing our faith in innerspring mattresses and sealy products. We went to the showroom, felt like the salesman and manager were rushing us through the reselection process and were rude at times. We told them we were interested in memory foam or latex and they only carry sealy optimum and tempurpedic high end (which we cannot afford to upgrade to). While trying to decide between memory foam (radiance) and latex (dreams), the manager told us we would not get credit for our box because the sale they were offering included the box free and that we would have to pay $100 for delivery. This means that a set that is $400 more than our defective set will actually cost us $700 more. The manager tried to explain that Ashley does not want to eat the cost of a $200 box that is not defective because we want to upgrade. I tried to explain that I really do not want to upgrade or eat the cost, I just want a bed that won’t hurt me!
Right now we are in limbo… This all happened Friday evening. The manager said she would contact customer service about the box credit and get back to us Saturday. She never did, so finally dh called and she said she was too busy to deal with it and would call us back. Again no call back. Sunday he called and she said that customer service said they would credit us, but since the box is free with the set we chose, that they did not actually put a $200 credit in the system and that she needed to contact them again. Now we are waiting to hear the result. We chose the optimum radiance, btw.
At this point, I am wondering if we would be better off telling them to forget it all and take the money that our upgrade would cost and buy a dream foam from amazon. Is there any chance at all we could get them to settle on a partial cash refund rather than a replacement? Does anyone have any recommendations or insight on our situation? We are so frustrated and tired of waking up tired and still!
Thanks in advance,
Tina