Bed frame arrived damaged

Website showed product in stock but I was later advised it would be on back order for some time so I had to source the product elsewhere so I could receive it before my move date. At least my refund was processed in a timely manner. That was good

I order pillows that said they were in stock and ready to ship. Multiple days passed by and haven't received any communication. I finally emailed support and they told me they were not in stock and waiting for a shipment. Now, a week and a half has passed by and I have received zero communication. No status updates, no nothing. Not very pleased by the lack of communication. I'm very close to cancelling the order all together and going elsewhere.

Courier issues still a month later 😔

Received my pillow and it smells like chemicals. I did the warranty form and called customer service and nothing has been done about it!!

Awesome product however I did have to return and plan on purchasing something more fit to my needs. The return process is not the easiest to find hence the three star

I am still waiting for my purchase to be shipped

It was a pretty horrible experience, frankly. I purchased a queen bed frame online after calling and talking with an agent to confirm the return policy, since I was buying something sight unseen. They estimated return shipping costs, then I went online and made the purchase. We received the item quickly, which as great and boded well for our experience, unfortunately that was where the great experience ended. We unboxed it and started to assemble the bed frame, only to find out that several planks in the mattress support system were cracked and all of them were very rough - rough enough to potentially damage our newer and expensive mattress. Even the planks in our IKEA $250 bed frame, which was unfinished pine had MUCH better construction, actually looked nicer, and were completely smooth. We contacted customer service to explain the issue and find out how to return the bed frame, and were on hold for quite some time while she was determining the return shipping cost - it was a much longer hold time than I could be because I was at work. So I hung up and was too busy during work hours to call back the rest of the week. Then, days later, I receive an email with return instructions and a return shipping quote of over $400; over 1/3 of the original cost of the bed frame with so much as an apology or offer of exchange for the product we received. In the interim, we discovered the hard way that the bed frame was also infested with biting insects. We were using the bed frame because we had dismantled our previous IKEA bed frame, and assembled the Silk & Snow bed frame, and were too busy with our work week to be able to disassemble the new one and reassemble the old one, and for the first few nights we were bitten multiple times, this never happens in our home. It took a few days to figure out where the insects were coming from, after changing the sheets multiple nights, vacuuming the mattress, then we realized it was the bed frame after lifting the mattress and inspecting the entire bed frame in more detail. It took hours to try to clean and vacuum the bed frame in extreme detail. We also found the insects in the boxes for the bed frame, which is probably where they came from, and hitchhiked onto the bed frame during shipping. So, all in all a horrible experience. We were so appalled that we couldn't even stand to reply to the agent who sent us the return shipping quote, and just decided to be disappointed customers because we couldn't afford to lose over $400 and have to then go back to our bed frame or buy yet another one from a different store. The disappointment and frustration at the entire experience hasn't faded as I'd hoped it would, so I decided to take time out of my busy life and schedule to send feedback and request some compensation.

To receive my complete order

Product did perform as expected. Had terrible back pain after one use.