cute. Took two Queen frames to make one bed. Bed frame arrived and there was a manufacturing defect. A wooden dowel/peg was incorrectly placed where a screw was to go on the Headboard and it appeared that they just broke it off and continued to box it up. Quality control issue. I called right away (6/1/21) I had to send photos of the defect and proof of purchase. They submitted my request to their Tier 2 team for review, takes 24/48hr for response. On 6/3/21, they approved a full replacement request to their order management department. They said to please stand by, once they have the FedEx tracking information they would email. They said it would take tracking information can take 1/5 business days to process and receive. Delivery time frame for tracking information can take 5/7 days to complete delivery. 6/14/21 I asked for an update. They apologized and said they were experiencing some delays with their FedEx pick ups. 6/15/21 I asked for update. They again claimed FedEx pick up delays. 6/18/21 received an email that the replacement has been processed and a tracking number issued. YAY! After three delivery date changes FedEx delivered the bed frame on 6/30/21. As we were putting the bed frame together we noticed there was a significant crack in the footboard. Luckily, we still had the previous bed frame packed up ready for return (they wouldnt give the return FedEx label until after replacement bed was put together) so we opened that up and switched out the damaged footboard for a good one. Once we had the frame fully assembled we sent an email to to let them know. They then sent the return FedEx label. Thankfully, we were able to have FedEx pick up the item from our home as there was no way we would be able to get the box with the frame into our car.
I think it would have been easier and quicker to do the return/replacement from , but I called directly. Not sure if Quality Control is an ongoing issue or we just got lucky with two damaged parts. It took 30 days to get the replacementthey apologized for any inconvenience but placed blame on FedEx.
Took 2 Queen Bed Frames to make 1 Queen Bed.
cute. Took two Queen frames to make one bed. Bed frame arrived and there was a manufacturing defect. A wooden dowel/peg was incorrectly placed where a screw was to go on the Headboard and it appeared that they just broke it off and continued to box it up. Quality control issue. I called right away (6/1/21) I had to send photos of the defect and proof of purchase. They submitted my request to their Tier 2 team for review, takes 24/48hr for response. On 6/3/21, they approved a full replacement request to their order management department. They said to please stand by, once they have the FedEx tracking information they would email. They said it would take tracking information can take 1/5 business days to process and receive. Delivery time frame for tracking information can take 5/7 days to complete delivery. 6/14/21 I asked for an update. They apologized and said they were experiencing some delays with their FedEx pick ups. 6/15/21 I asked for update. They again claimed FedEx pick up delays. 6/18/21 received an email that the replacement has been processed and a tracking number issued. YAY! After three delivery date changes FedEx delivered the bed frame on 6/30/21. As we were putting the bed frame together we noticed there was a significant crack in the footboard. Luckily, we still had the previous bed frame packed up ready for return (they wouldnt give the return FedEx label until after replacement bed was put together) so we opened that up and switched out the damaged footboard for a good one. Once we had the frame fully assembled we sent an email to to let them know. They then sent the return FedEx label. Thankfully, we were able to have FedEx pick up the item from our home as there was no way we would be able to get the box with the frame into our car. I think it would have been easier and quicker to do the return/replacement from , but I called directly. Not sure if Quality Control is an ongoing issue or we just got lucky with two damaged parts. It took 30 days to get the replacementthey apologized for any inconvenience but placed blame on FedEx.