First let me start by saying that I purchased a sofa just a mere year ago.
Last night, Saturday, May 25th, 2019 I stopped into the Poughkeepsie NY store to purchase a mattress located at 1895 South Road, Poughkeepsie NY 12601 wherein not only did I pay for full for my mattress but while on the showroom floor not one time did a sales representative come over and ask if I needed any help. Upon walking around the store for almost an hour, I decided to go find a sales person at a nearby table where three different employees where seated, to where I asked "can someone help me?". A women named Ayda Arguetta reluctantly got up and proceeded to ask "what can I help you with?" I showed her which mattress I was interested in and she proceeded to go get her tablet to make that sale. That's all it was, in fact, I had a few questions that she seemed so not interested in helping answer at all, as if she could not be bothered, she just wanted to make the sale and continue back to the table of employees sitting around talking.
Nevertheless, the sale was closed on and I paid that night in FULL on my credit card. I explained to Ayda that I would the next day with a truck to pick up the mattress and box spring. She said ok, and that she would have everything ready for me to pick up and that she would be in the store from 10 am to 10pm. After her pressing and persistent badgering of the fact that in order for Ashleys to honor the warranty of the mattress that I would need to purchase a mattress protector. I declined to purchase it from Ashleys at $75.00 and said I would purchase it elsewhere that same night, which I did.
The following day, on May 26, 2019 I called to obtain a uhaul truck to pickup the mattress to which was not available until after 2pm. In the meantime, I received two telephone calls from the store saying that the mattress was ready for pickup. I explained that I would pick up the mattress around 3 pm.
When I arrived at the store around 3:10pm I waited for almost 30mins at the counter while the front desk lady called repeatedly on her head set asking someone to bring the mattress and box spring to the front to be loaded onto my uhual truck. After going back n forth with whoever was on the headset, another 15 minutes had passed and still no sign of the mattress or box spring. I decided to walk around the store to kill some time and began looking at bedroom sets. A man named Adam, a sales rep came over to me and asked me if I wanted the 5" or 9" inch box spring. I told him that I wanted the 9" inch. Ten minutes later he came over and found me and said that "there's actually no 9" inch box springs here at the moment". I was shocked because this was discussed with Ayda the night before who gave me her word that the order would be all set and ready for me to pick up and that someone would be available to help load it on the truck.
Now not only was I still waiting for a mattress and annoyed that the box spring I was promised was not even in store/stock, I was running out of time for a uhaul that I rented for a hour n half assuming it wouldn't take that long to pick up two items. After being in the store for almost a hour now I had just 30 mins left to return my uhual and out came my mattress on a hand cart UNCNOVERED not wrapped in plastic or any sort of mattress bag. I asked the woman at the front desk, how can you sell a mattress uncovered but require me to buy a cover to get the warranty. As soon as the mattress is put on the back of the dirty uhaul UNCOVERED the warranty would then be no good, seeing as though the rental was filthy! I was beyond furious and impatient at this point. I asked if someone could get me a cover, some plastic or a mattress packing cover that comes with all mattress so that I can just get my product and leave. No one would answer the woman on her headset and she kept calling and asking for help. So after exchanging words and asking for a store manager, explaining how upset and unhappy I was about the whole ordeal I was still put off and jerked around.. being told that no manager was on site and that they were waiting for the operations manager to get the plastic. Finally a woman came to the front and asked me where I was parked and proceeded to help one African American man load the mattress on the dolly and load it onto my truck,then making a second trip into the store for the box spring. At this point I was super furious very upset and unsatisfied with the customer service at this location that I had removed myself from the store and continued to wait in the vehicle while leaving my fiancé to finish and oversee the transaction.
When he came out to the truck and began to tie the mattress and box spring down, he told me that the store gave him $60 off the box spring for the inconvenience. A VERY small to price to pay considering the fact that they lost a customer and im going to share this experience with all family and friend and on every social media platform! read more
