So...Im old but I can usually put furniture together pretty easily. The instructions for this bed confused the heck out of me because it didnt show the front side/back side with shading of any kind and I ended up trying to put one of the boards on backwards. When I screwed in the screws, it pulled out threaded metal sleeve inside the board...and cracked the board.
I called the help line and could barely understand the person but she seemed to be telling me that because it involved the headboard, I would have to repackage the entire frame and send it back. You would not believe all the packaging! I wish I had taken a photo! I will say it was carefully packaged (each piece of styrofoam was wrapped in a plastic bag!) but I could not imagine trying to repackage it and returning it! And I would have had to rent a truck to take it to a shipper because the box was as long as a bed and must have weighed close to 100.
I thought Id try to email support and was delighted to receive a response in less than 12 hours.... Ha! I sent more detailed information as well as photos as they requested.... crickets. Its been over a week now.
I finally paid a friend to help me.
Really, really disappointing service because the product is excellent .... so far.
Product is great! Company? NOT so great
So...Im old but I can usually put furniture together pretty easily. The instructions for this bed confused the heck out of me because it didnt show the front side/back side with shading of any kind and I ended up trying to put one of the boards on backwards. When I screwed in the screws, it pulled out threaded metal sleeve inside the board...and cracked the board. I called the help line and could barely understand the person but she seemed to be telling me that because it involved the headboard, I would have to repackage the entire frame and send it back. You would not believe all the packaging! I wish I had taken a photo! I will say it was carefully packaged (each piece of styrofoam was wrapped in a plastic bag!) but I could not imagine trying to repackage it and returning it! And I would have had to rent a truck to take it to a shipper because the box was as long as a bed and must have weighed close to 100. I thought Id try to email support and was delighted to receive a response in less than 12 hours.... Ha! I sent more detailed information as well as photos as they requested.... crickets. Its been over a week now. I finally paid a friend to help me. Really, really disappointing service because the product is excellent .... so far.