Adding Two Stars, And Hoping This New Bed Works Out
Our king adjustable bed was delivered on time and set up quickly by the delivery crew. Upon placing our mattress on it, we ran it through the various settings and discovered that the lower motor was inoperative. A quick visual of the lower motor underneath the bed revealed that the power wire from the central module to the lower motor had been completely severeda very jagged break that suggested that the wire had at once been connected but had been torn loose. We have placed a phone call and several emails (with photos) to . We spoke to CSR Justin, who recommended that we send the original invoice, which we did. We also sent photos, four of which are copied here. Were happy with the upper motor and massage featuresbut there is so much more to this bed (Zero gravity setting, etc) that we are not enjoying because of the lower motor issue. Ive read in several reviews about the customer service, and how CB seems to quickly respond to reviews and comments on this site. Wellwe are getting no response from our emails, so Im giving this forum a try.
UPDATE, JAN 20: Jim from responded to the above post, for which we are grateful. We hope that the issue will be quickly resolved.
UPDATE, Jan 27: I responded to Jims message. No response from him or anyone else at CB as of this date.
UPDATE, Jan 31: Still no response from .
UPDATE: Feb 3: Still no response; we called CB and spoke to Justin (!). After being on hold (but not for too long), he told us that an order for a new lower motor had been placed and that we would be receiving it in the next two days. The new lower motor assembly will have a new set of wire that hopefully will be easy to install.
FINAL (hopefully) UPDATE, Feb 6: We werent happy with solution to our ongoing problem, which was their sending us a new lower motor. I mean, we werent paying all this money so that we could re/install a faulty part ourselves. Sowe called directly on Feb 3. We were transferred a couple of times to supervisor Julia, who listened, took down all our info, put us on hold for about three minutesand said, Okay, well be sending you a new bedframe. OK if we deliver it Thursday morning? Wow. Really? Well, of course! The delivery guys got here 15 minutes early in a downpour, and had the old bed torn down and the new one set up in less than 15 minutes. EVERYTHING WORKS. Kudos to , to the two stout fellows who delivered our replacement bed, andheres hoping for a happy ending!
Adding Two Stars, And Hoping This New Bed Works Out
Our king adjustable bed was delivered on time and set up quickly by the delivery crew. Upon placing our mattress on it, we ran it through the various settings and discovered that the lower motor was inoperative. A quick visual of the lower motor underneath the bed revealed that the power wire from the central module to the lower motor had been completely severeda very jagged break that suggested that the wire had at once been connected but had been torn loose. We have placed a phone call and several emails (with photos) to . We spoke to CSR Justin, who recommended that we send the original invoice, which we did. We also sent photos, four of which are copied here. Were happy with the upper motor and massage featuresbut there is so much more to this bed (Zero gravity setting, etc) that we are not enjoying because of the lower motor issue. Ive read in several reviews about the customer service, and how CB seems to quickly respond to reviews and comments on this site. Wellwe are getting no response from our emails, so Im giving this forum a try. UPDATE, JAN 20: Jim from responded to the above post, for which we are grateful. We hope that the issue will be quickly resolved. UPDATE, Jan 27: I responded to Jims message. No response from him or anyone else at CB as of this date. UPDATE, Jan 31: Still no response from . UPDATE: Feb 3: Still no response; we called CB and spoke to Justin (!). After being on hold (but not for too long), he told us that an order for a new lower motor had been placed and that we would be receiving it in the next two days. The new lower motor assembly will have a new set of wire that hopefully will be easy to install. FINAL (hopefully) UPDATE, Feb 6: We werent happy with solution to our ongoing problem, which was their sending us a new lower motor. I mean, we werent paying all this money so that we could re/install a faulty part ourselves. Sowe called directly on Feb 3. We were transferred a couple of times to supervisor Julia, who listened, took down all our info, put us on hold for about three minutesand said, Okay, well be sending you a new bedframe. OK if we deliver it Thursday morning? Wow. Really? Well, of course! The delivery guys got here 15 minutes early in a downpour, and had the old bed torn down and the new one set up in less than 15 minutes. EVERYTHING WORKS. Kudos to , to the two stout fellows who delivered our replacement bed, andheres hoping for a happy ending!