Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bed frame and it was supposed to have drawers on 3 sides. They didn't have one on hand so I only saw a picture in a book. Then when I got the bed and got it put together it didn't have a single drawer on it and is not what the picture I saw looked like and I do not like what I got and when spending $1,259 for just my bed frame I think I should get what I paid for. I had purchased it a while back but just finally got to put it together so because of this they have not been willing to help me at all. I just want what I was told I was going to be getting. The paper work that was attached to the boxes even said that it was supposed to be something other then what it was. I want what I paid for not what ever they felt like giving me at the moment. I don't get why it is such a problem they still sell the bed they gave me it is all over their website. They also have 2 different beds that are what I had asked for that are $500 less then the one I paid for that would of been just what I wanted and am pretty sure is what I was shown when purchasing my bed I thought I was getting. They have given me the run around on this and not been willing to be helpful or communicate with me at all. I really just want what I had picked out and was told I would be getting. It has been one thing after the next with them as to what the problem is with things. They didn't even want to listen to what my issue was but instead wanted to worry about it being two different colors for the frame. Yes not ideal but not my first complaint with the bed. I was more concerned about it not being what I had asked for but the person only focused on the color problem. Then told me that it was the same color so nothing they would do for me. I want what I actually purchased and not what ever they felt I should get. The tags they put on my bed didn't even match what it was as far as the description goes. They were 2 totally different things. I'm just wanting to get what I actually purchased.

  Business Response

  Date: 03/30/2023

  March 30, 2023
  *********************;
  I am sorry you bought something that you didnt want.
  We understand that you purchased an ****** Storage Bed on July 29, 2021 and *****
  was your salesperson. You picked up the bed on July 31, 2021 and twenty-one months
  later, on March 8, 2023, you called/emailed with a problem. Our employees, **** and
  *****, spoke with you on the phone and they said that your roommate locked you out
  of the house and that there was no way for you to get your headboard back.
  As for the color differences, it looks like the rail is on the wrong side. It also appears
  that you have an extra foot board.
  All that being said, here is what I am willing to do after 21 months:
  I can give you a new head board. I am also willing to give you a two-drawer matching
  night stand, that sells for $399, at NO CHARGE. That way you can enjoy a bit more
  storage and a night stand. If youre within a 15 mile radius of our store, then I can
  have it brought out to you and have our person assemble it the headboard. If you are
  outside of the 15 mile radius, then you will have to pick it up.
  This is what I am willing to do to resolve the situation. Let me know if you want to
  move forward. My email is *******************
  Sincerely,
  *************************

  Customer Answer

  Date: 04/01/2023

   
  Complaint: 19641413
  
  I am rejecting this response because: your company messed up and gave me something other then what I ordered. I'm so sorry I didn't have a way to find out sooner that you gave me the wrong product. I was not in a steady place so the bed sat in the original boxes till just last month. But my problem is I didn't order what you gave me nor do I like it I just want the bed I actually picked out. You still sell the bed you gave to me so I don't see why you can't let me have the one actually ordered instead of your employees mistakes. This is beyond disappointing that you will not correct the mistakes made by the people you hire. This used to be my favorite place to shop and now because of this I will never want to come and shop there again. This is such a let down to know that you treat your customers so poorly when your employees didn't do their job correctly and actually order what the customer requested. As of now you ripped me off for almost $1,300 and for why. I can't believe you will not take care of your customer the right way by actually giving them what they were told they were going to be getting. This breaks my heart so much that you are ok just ripping people off and selling them what ever you had on hand even when it is not what they asked for in any way what so ever. I want what I payed for and it looks like you are not willing to make it right. I don't want more furniture I don't like. It would be more cost effective for the business to take back the bed you gave me that is brand new still and actually give me what I wanted them to just give me more stuff I never asked for. why give me more furniture when I already don't like it as it is. I need to have drawers so I can put my clothes away that was the whole reason I wanted drawers in the first place. I really am so disappointed in this place and I just can't understand why you will not correct your employees mess up. I'm not the one who messed up and got the wrong bed from you it was your employees who gave me what ever they felt like and now I'm stuck with the most un useful bed I have ever seen. The only mistake I made was coming there to shop in the first place. I have all the proof on my end including a box still not even open of parts that don't even go to the bed. You just gave me a bunch of mixed up parts and hoped it would make a bed and didn't even bother to listen to the only thing I asked for when I was shopping for the bed and that was drawers that is the only request I had when I was picking out a bed and now you are telling me I'm stuck with out any drawers at all and a bed that is a bunch of different colors. This is not acceptable in any way what so ever to treat people like this. I feel like you stole my money from me because I didn't get anything I purchased at all. I will find a different way to file a complaint and will not stop till you actually make this right for me. I want what I actually picked out. I want this to be made right the bed is new and was in boxes the whole time in storage and I have proof of storage and can show you. Or if you actually looked at the pictures I sent you then maybe you would see how messed up this whole situation is and the way you are treating me because I got excited and wanted a bed after I had just lost everything I owned and didn't end up having a place to put it together. I trusted your employees to be competent enough to actually order what the customer asked for and was shown when ordering and now I know that was a mistake. I'm not ok with you stealing my money and then just grabbing what ever boxes you feel like and hoping that is will make a bed for me. This is so frustrating and I will not accept an item I didn't pick out or even like or is not even useful to me. So I guess you will just keep hearing from me untill you make this right. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/10/2023

  You purchased the bed on July 29, 2021 and picked it up on July 31, 2021 and nearly two years later you are saying that you have a problem with it. Twenty-one months to be exact. (your receipts are attached to show the length of time that it has been since you made this purchase.) We are questioning why you would make a purchase that you couldnt check out to see if it was to your specifications within a relatively short amount of time. Not two years as in this case.
  On March 8, 2023, you called/emailed with a problem. It appears that you have an extra foot board, which we offered to come pick up free of charge.
  Our employees, **** and *****, spoke with you on the phone and they said that your roommate locked you out of the house and that there was no way for you to get your headboard back. We cannot take back what you don't have in your possession. Our salesperson that worked with you says that you did get what you initially ordered.
  Even though you rejected our initial offer, it still stands; which was to give you a new matching headboard, also a two-drawer matching night stand, that sells for $399, all at NO CHARGE. There is some storage in the footboard of the bed that you have. Just to reiterate; if youre within a 15 mile radius of our store, then I can have it brought out to you and have our person assemble the headboard. If you are outside of the 15 mile radius, then you will have to pick it up.
  This is more than fair, as it is not our policy to take back products after two years. We also know that most big-box stores have a limit of 60 to 90 days on returns. It is the consumers responsibility to investigate the stores return policy.
  This is what I am willing to do to resolve the situation. Let me know if you want to move forward. 
  Sincerely,
  *************************