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:01/21/2025

  Type:Product 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.

  Late 2024: Purchased bed foundation. $599.20. DIY w/wood ************* cut to size. Material (warped *************** flaws (no s**** system to secure slats) = noisy foundation. Warped slats bang w/movement or pressure on the mattress. Discovered problem after broke bed down, built foundation, & put bed back together. Had to break it down again & put bed set-up back as it was. Difficult due to heavy, cumbersome parts, working in a small room that required moving ********************* out so we could maneuver, & our advanced age. Contacted the company. Seemed aware of the issue: slats can warp during transit. (If known ahead of time I wouldnt have bought the product.) To their credit theyve tried to find a solution, but their options are unacceptable.Sheet of coconut coir to put btwn ********************* to try to dampen noise. Dont want to jury rig the bed or introduce new product into the bed. Just want what I bought to work right. Warped slats replacement but cant guarantee replacements wont also be warped. Only way to test would be same ordeal of bed breakdown and set-up. If problem persists, would have to go through the ordeal a third time. Dont have energy for this onerous burden. Return for refund w/shipping costs paid by me. Not feasible. Custom box + shipping large pieces of wood = ~ $525. Refund $420 & I will lose the remainder ($179.20) as restocking fee. Unacceptable. Restocking fees apply when consumers change their mind because product doesnt suit their taste, not because product is flawed & unusable the way it is. Company making an exception to their no returns policy. Noted if full refund would lose money. They sold a product *********************** flaws that renders a normally quiet bed, noisy. Their financial loss cant be passed onto me. Appreciate the companys apparent desire to find a solution, but the only acceptable one is a full refund.Will donate foundation to charity & send manufacturer the receipt.

  Business Response

  Date: 01/21/2025

  As described, we have a no return policy.  But we are willing to make things right.  As originally explained, putting slats that may have warped during transport at the top (head) of the frame or bottom (feet) of the frame eliminates the noise.  However, we are happy to replace warped slats at our cost. That is option 1.  

  But understanding that they are elderly, we have offered another exception to take the product back if they pay the return shipping?  We have also offered to send them cartons (at our expense).  If we can get the product back, we'll consider the $200 plus shipping cost our loss and give them a full refund.  Option 2  (Exception)

  They don't want that hassle or expense so we made a third option to let them keep the unit but pay a "restocking fee" 30%, refunding them $420.  They can keep the unit or sell it for the difference (or more).  That goes to cover SOME of our loss, and they keep the product.

  Giving a full refund without the return of the product isn't an option since it's not reasonable and other options are available on the No Return Product.

  We're very sorry they don't like the product.  We're very sorry there were some warped boards.

  I have tried to come up with other solutions and am open to other solutions but these options are the best I have.

   

  Thanks

  ***** *******

   

   

   

  Customer Answer

  Date: 01/29/2025

  The business continues to reiterate the same thing over and over. Their options are unacceptable for the reasons outlined in my original complaint and as per numerous email exchanges with the company prior to this BBB filing.
  
  Once again: The option to mail the product back is a non-starter. The cost of the box is the least. The shipping cost would be about $400! Ive explained this multiple times to the company. I have no idea what theyre referring to when they site incurring a $200 loss for shipping on their end, but if theyre now offering to send me a pre-paid return label along with a shipping box, please clarify. That has never been offered.
  
  It is not, as they say, unreasonable to request a full refund. They sold a faulty product and its being put on us to either accept slat replacements and try to start all over again (remove some furniture from small room to have space to maneuver, remove mattress and bedding, remove old foundation, etc, build and install new foundation, put bed back together, and if its still noisy go through that all over again (third time), which is physically onerous. And why should a consumer have to go through that? Or pack it all up and pay return shipping that costs a significant percentage of the cost of the product. Or be issued a partial refund and absorb a $200 loss in the process. And, no, we cannot sell it, as the business has suggested for reasons already explained to them.
  
  We shouldnt have to incur any burden, be it physical and/or financial, because they sold a product with flaws they were aware of!
  
  But since they are dug in, we will consider accepting 6 slat replacements (which includes the slat replacement for one they sent that was cracked and for which the replacement for that was 3 too long) along with a small refund for our trouble and possibly needing to pay someone to assist us, but only if there is an acceptable ****** if the problem persists after all that effort.

  Business Response

  Date: 01/29/2025

  We would be willing to ship the cartons to you so you can return the product to us.  We can send you return shipping labels which would reduce the shipping to approx $200.  This would then put your refund at $399.20 if it arrives in new condition.

  Let us know which you would like to do, 6 replacement slats or cartons and shipping labels for a return?

  Thanks,

  *****