Complaints

• Initial Complaint

  08/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a mattress and a bed frame, but after paying they told me that the bed frame was not available and that I had to wait. However, they delivered the mattress to me. They said it would come from another warehouse, every time it was about to arrive there was another problem and it never arrived. I kept waiting. I called and every time I called they always promised it would arrive. It's been almost 6 months and I haven't received the product or my money.

  Business response

  09/10/2024

  The client was informed that there was a back order on the frame, she was offered an alternate color how ever decided to wait on the the original color, When it was made available she entered a dispute with our merchant which she lost due to this being a special order and the amount she was requested exceeded the cost of what she actually paid for the frame, When the frame was available she then refused delivery stating she didn't want it any more. Weeks later the original bed was no longer available when she decided to take the bed, we advised the client that this is a frame that is in very high demand nationally and we would reorder the frame, she agreed and this bed is currently pending arrival and when it does will be delivered. 

  Customer response

  09/11/2024

  They planned well when they were making appointments for delivery they were using text but when they cant always a problem they were calling me which is I told them text me Im on the meetings mostly time. When they canceled again I was tired of sleeping on the floor I disputed it. they never had product I ordered they tried to sell me different products on the phone thats why I said I dont want it because they dont text

  Customer response

  09/11/2024

   
  Complaint: 22217722
  
  I am rejecting this response because:

  They planned well when they were making appointments for delivery they were using text but when they cant always a problem they were calling me which is I told them text me Im on the meetings mostly time. When they canceled again I was tired of sleeping on the floor I disputed it. they never had product I ordered they tried to sell me different products on the phone thats why I said I dont want it because they dont text
  
  Sincerely,
  
  ***** ******

  Customer response

  10/03/2024

  Subject: Request to Reopen Complaint
  
  Dear ******** *.,
  
  I am writing to request that my complaint be reopened, as I am not satisfied with the businesss response. I believe the business has provided misleading information regarding the resolution of this issue.
  
  While the business claims I was informed about the backorder and offered an alternate color, this is not accurate. I was repeatedly told that the original frame would be available soon, and only later informed about the backorder after I had already waited a significant amount of time. Additionally, I was never offered a different color as an alternative during our communications.
  
  Furthermore, when the business claims that I refused delivery, that is also incorrect. The reason I initially rejected the delivery was due to the conflicting information I received and the constant delays. When I finally agreed to accept the frame, I was told it was no longer available. The delays and lack of transparency have caused significant frustration.
  
  I have text message conversations with the business that show they did not follow through with their commitments, which I am happy to provide if necessary.
  
  Please reopen my complaint so I can submit additional evidence and continue pursuing a resolution. I look forward to your confirmation and the opportunity to address this matter further.
  
  Sincerely

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 2023 I inquired about a bed on line. My home was being built at the time. I spoke with ******* at mattress dreamzzz. He told me that what ever i needed for my home he can have there before i move in. We started price matching everything that i wanted. He suggested that i do finance and no money wouldnt be taken out until I received the furniture. That wasnt true. They start taking money before my home was done. The payments stop and started again. I paid the remainder balance in may because the furniture was supposed to be delivered in may. The furniture didnt get delivered then. I told him on the 17th- 19th of july to give me money back. He told that i could have the deep freezer and a bedroom suit for free if i let him deliver the furniture. When the 3rd party delivery guy cam they start bringing things in house we notice a lot was broke and nothing was completed like bed frames with no box springs, no dresser, only a mirror for my bedroom, no living room furniture at all, no chest to dinning room, a defected mattress and what i got for my daughters room doesnt look like the picture. I ask the movers to take it back and they said that they couldnt. They refused to answer my calls. I sent the over ****** and the finance companies keep taking money out my account so i have paid over ***** to not get what I paid for. My children and i are sleeping on the floor. I been hospitalized due to the stress of this. These people scammed me out of all my money

  Business response

  08/11/2023

  During the time we have dealt with Ms  ***** we have been very accommodating with putting together what she needed for her home, after she selected what she wanted the estimated date for delivery was approximately 30 to 45 days. We had furniture coming from different parts of the country which we all know Logistics can be time consuming on special orders. Dates changed several times and brought us to May which we made attempt to deliver prior to Memorial weekend and was told the contractor did not want us in the way and we would have to reschedule. We did have the mattress delivered to go in her container and the deep freezer and refrigerator got delivered via 3rd party LTL. ************* notified us that the refrigerator was not the right size and asked if we could exchange it. This was not our fault however we asked for the size she needed and told her we would up grade it no charge. Fast forward we are in July and the home is being inspected for occupancy she requests for furniture to be delivered, which we attempted to coordinate with a logistic team and installers to get this done at the time requested and dates did not line up which got her very upset. We decided to give her the King set for the delay with the condition to allow us to reschedule delivery. She agreed. When the team got there the Deep Freezer and Sectional was not on his truck and this was to come separately. The installer called and we heard yelling and cursing in the back ground with accusations of being scammed. There was damage to the night stand, railing and head board. We tried to tell her it will be replaced, she just kept yelling, The beds did not include box springs, we tried to tell her we would get them to her free of charge. She wasn't listening. The driver took the pieces that were damaged. That weekend she was contacted for delivery of the box springs and gave the them a hard time and told them if they came by she would call the police and say they were trespassing. We sent her the attached letter of resolution of her concerns, no reply. We are willing to communicate with in a civil manner and make things right. In the time we have dealt with her we got to build a relationship, this is really a misunderstanding and  we truly believe that if it is handled in a peaceful manner she will be content.

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