Broken pieces received

I paid for the Move In bundle of terry towels on Nov 17. I received some of my order in two separate shipments but I am still missing 6 items from that order.

My bed never came with the slats. I called customer service and they looked into it and provided me a new tracking number. The new tracking number has not been updated. I am still without bed slats after receiving my bed a week ago.

I had to contact support as I received no shipping information, Abby@support was helpful and provided me with a tracking number. Upon delivery, the courier denied my request to deliver the 100lbs box inside my residence but did assist me getting it to the closest exterior door. After opening the mattress per instructions I noticed one corner of the mattress did not decompress and had visible soiling in that area. After 72hrs the area of concern showed no change and still sagging in that area. I will follow up with pictures of the law tag and the affected area with the customer service team. Overall I am happy with your product and look forward to addressing this defect. My order number was 3021913 Thanks

It’s been 3 weeks and I haven’t heard anything about the status of my order. I have even inquired about my order and have yet to be contacted

Online and products where great. Initial sales staff, tall blonde lady in Vancouver was very unhelpful.

Did not get shipping / processing information automatically. Had to call, was informed it had been shipped and provided the tracking number via e-mail, even then, tracking info was not updated and no notification of when package was delivered. Just glad someone was home to retrieve the boxes.

Delivery experience was terrible. Items were not delivered to my apartment door on another floor. I had to bring all items by myself to my home after assisting the delivery driver unload the truck.

I received a beautiful bed frame and two nightstands. I was disappointed to discover that one of the nightstands was badly smashed up when I removed it from the box. We didn’t even need to take it out of the plastic protective cover. It was damaged in three separate areas (joints not lining up, seams coming apart). I wasn’t initially too worried because I have come to expect stellar customer service when ordering on line (eg Amazon). What I found instead was a huge lack of flexibility - you have a cumbersome replacement process and everyone must follow it even when the product is received smashed up. In our case we recently purchased a home that we do not yet live in full time. We had a small window to receive and put together furniture in BC before needing to return to Ontario. After speaking with three customer service reps and asking for assistance in expediting the replacement process, I realized that your customer satisfaction culture would not allow me to obtain a little extra help or understanding. Our circumstances did jot matter to you. This is very disappointing as your product is beautiful and not cheap.

Hand the remaining piece over to the courier or cancel it.