Complaints

• Initial Complaint

  27/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Purchased a ** **** **** Bed frame for $480.48 tax inclusive Order # ********** on the 16th Jan 2023. The bed arrived on the 25th Jan 2023. Two slats had broken and a third had material that was missing/coming out from between the plywood layers. I notified Quagga straight away and the owner replied, apologized and said they would replace the bed as they are not able to send 3 single slats, he was pleasant and I was confident the issue would be resolved soon. Three weeks later Feb 14 I still had not heard anything. I email again stating that I understand if there is a delay but communication is key, The owner Carl replied and said he would be sending out a box that day and would have tracking for me as soon as he received it. Feb 16 two days later, he connected again to say that he didn't have tracking yet but would have it later that day, still pleasant. March 14 and I still have heard nothing back on this. I email three times and called (straight to voicemail) and have not had any communication, nor a replacement sent. I want to support small business but this is making it impossible and I feel ignored. I still do not have a bed months later, today is the 27th of March 2023.

  Business response

  11/04/2023

  Hello, due to supply chain issues we had no material left to make the broken slats. We now have the material and will send them out in a day or two. We also moved to a larger facility and the set up took longer than expected. We are at fault and will replace the slats within a day or two. Deeply sorry about that. 

  Customer response

  11/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I expect to be sent tracking information within the week, else deemed unsatisfactory (as I have had this offer before with no action carried out thereafter)
  
  Sincerely,
  
  **** ****

  Customer response

  19/04/2023

  Complaint ID: ******** April 3 – emailed again confirming they are choosing ignore my emails. April 4 - Quagga message thought BBB saying they will send a bed. I say the reply is satisfactory as LONG has they send TRACKING WITHIN A WEEK. BBB closed the case and this has not happened. April 11 - email again - no reply

*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. ↩