Zen

Review of Dufresne

Two part review.

Two part review.

Part 1: The original purchase.

I purchased my very first memory foam mattress from the Ashley Home Store in Red Deer, AB. It was a very positive experience, I'd rate it a 5/5.

Part 2: The warranty claim.

Now onto why I'm actually taking the time to write a review. I found out during the warranty claim process that the "Dufresne Group" of Ashley stores does not operate in BC. BC stores are in fact, operated by a difference group of franchise stores.

My 10 year mattress warranty is about 8 years in, and my warranty claim was approved through the Dufresne group due to a 1.5" dip that developed on one side of the bed (I only weigh 155 lbs, so it wasn't a weight issue). Once they found out I was expecting to pick up the mattress from my local store, only 5 minutes away, they told me I'd have to arrange a courier/pickup to bring the old mattress back to Red Deer, AB (From Langley, BC), and courier/pickup the new one back home. Mind you, this would be 100% at my own expense.

This was obviously unacceptable, and I told them as much. Both the corporate division of the dufresne group, as well as the store level sales and store manager in Red Deer, were/are unable to help me officially as of today (5/08/2020). I submitted my original claim with them on 28/05/2020. It took over two months for them to tell me tough luck.

It has been a horrible experience and I do not recommend Ashley Home Store for anything that you may want to make a warranty claim for, especially if you are moving "out of their service area."

If you do decided to shop there, or any Ashley Home Store location, make sure you ask about the warranty process, as well as there serviceable areas. This was not made aware to me until it was too late. I knew I would not live in Alberta for long, and would have purchased a mattress somewhere else.

It was a costly mistake as now I may have to purchase a new mattress completely out of pocket unless I can get Sealy to directly deal with me. Either way, it has been a terrible experience, and their policies regarding cooperating with different Ashley Stores needs to be reviewed. Your business wouldn't exist without customers like me, and you just lost one permanently, and perhaps more as I spread news of this to everyone I know, including as many review sites I can post on.

It's unfortunate because I feel this will fall on deaf ears, but perhaps this will inspire them to makeup a business model between corporate divisions to enhance customer experiences, but I doubt it.

0 stars.