Business ProfileforLull

We purchased a bed frame from Lull in November of 2022 and it was delivered in December. The frame arrived with a manufacturing defect, which we did not notice right away. A few months after owning the bed frame one of the wooden slat support beams that holds up the mattress broke, which is when we noticed the defect in the frame. One of the holes (for the wooden beams to click into) that should be in the frame is missing, so the wood slat could not click into the frame causing it to snap. I emailed Lull on 7-15-23 informing Lull of the defect and break in our bed frame (with pictures) requesting a replacement part and we heard nothing back. I continued to reach out via email as well as left voicemails on their phone line and didn't hear back from Lull until 1-31-24. On 1-31-24 they requested we submit a claim through their portal. We submitted the claim (again with photos) and on 2-3-24 I emailed Lull to confirm that they received our submission of the claim. On 2-5-24 Rajaye with Lull confirmed they received our submission and said they'd update us soon. I emailed Lull again on 3-2-24 as we still had no response after R*****'s email. That same day, Shanae with Lull responded saying our claim was denied as the year warranty had expired. I sent another email saying this was not acceptable as we originally reached out within the warranty period and could not get a hold of the company. After calling Lull again, I received a call back on 4-29-24 and the associate said that usually they would have sent us either a replacement or a refund for the defect, but that they had no record of the original claim. He said they did see the original emails from 7-15-23 but they still couldn't do anything, especially since the bed frame is now discontinued. We try to be patient with companies. However, after going back and forth with Lull for over a year and having a broken bed frame due to a manufacturing defect, we are turning to BBB for help.