FactoryEStores.com Reviews (%countItem)
FactoryEStores.com Rating
Address: 2963 Stonewall Pl, Sanford, Florida, United States, 32773
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Ordered bed from company upon delivery bed was broken. Company issued replacement piece that as well is broken.
I ordered a bed from company Favtory Bunk Beds. Upon delivery the box was damaged when opened boxes discovered the headboard to bed was completely broken beyond repair. Reached out to favorite bunk beds for a replacement piece. They issued a replacement piece, that got lost in transit to me company took 3 days before responding to the shipper with the information the needed to locate lost piece. Found replacement part and delivered it to my house where the box was damaged by the rain and beginning to fall apart along the corners. Opened box and the replacement piece is broken! Reached out to company about a refund as I no longer want the bed after 2 failed attempts with broken pieces. I talked to a supervisor who was unclear if he could issue a refund and told me to wait to hear back.
I would like the company Facyory Bunk Beds to come and collect all parts to the bed and refund me my money in full.
Because we are a furniture store and not a shipping company we like almost every other online store have to rely on 3rd party shipping companies. Thus begins the story of the *** ordeal, I am using the word ordeal instead of order because that is what her order ended up becoming and for that we are sorry. Here is our side of the story not making excuses just telling our side in the clearest way we can by chronology.
On February 26, 2020 9:25 PM EST*** placed an order for a Full size White Captains Bed for $644.99 was process and collected automatically thru the website.
On February 27, 2020 The staff at FactoryBunkBeds palletized the 5 boxes shrink-wrapped and shipped the order we emailed the tracking to her at 5:12 PM EST that same day.
RoadRunner was the shipping company we used for her order www.rrts.com Tracking # *** order was delivered on March 10, 2020 at 10:12 AM
Apparently one of the items on the bed was damaged part of the headboard was harmed during shipping damage is usually rare but it does happen. *** informed our customer service department thru emails and phone calls that there was damage to the shipment so we arranged to ship out a replacement headboard, we had to use RoadRunner again as they were the ones that damaged the original order so they were the ones to help FIX the problem by picking up from us a NEW headboard and delivering it to***.
Road Runner picked up the NEW headboard on March 18, 2020 see tracking details here www.rrts.com Tracking # ***
This delivery was delayed due to weather and also we were informed by*** that the order was possibly lost it was found and delivered on March 30th, 2020
On March 31st*** emailed us pictures of the headboard and it was damaged, understandably frustrated she no longer wanted the bed. We submitted several deep discounts and refund offers to her to KEEP AS IS but she did not choose any of those options. She wanted to return, the problem was that now she no longer had any of the boxes so there was no way for her to repackage and ship back the bed to us as required in our return policy. https://www.factorybunkbeds.com/refund-policy
Ultimately we attempted to pick up the order but because the shipper that went to her house to pick up saw all the white furniture pieces all without packaging they simply refused to pick up the order since there was no way for them to protect or even maintain the multiple parts and get them from *** without completely destroying all the rest of the undamaged parts and most likely losing many of the parts.
I spoke to the customer and her father several times during the attempt to pick up the furniture and in the end they agreed to a FULL 100% REFUND and the were allowed to keep the bed and both headboard. We understand the frustration of the customer and the month long ordeal for something that should have been so simple but as stated in the beginning of this response we are a furniture store not a shipping company we rely on the 10 different freight companies we use to do a good job and we are sorry when they do not.
We feel that we did all that we could, and in the end the customer was made whole, so we do not even feel there is a reason for this Revdex.com claim.
I always wonder how many people take the time to file Revdex.com claim agains companies like ***, ***, these giant online sellers have absolutely no product knowledge about the products they sell and no real people to talk to when there is an issue. In the end they do the same as us, replace the item or return and refund. In this case with the *** order we did all of the above we allowed her to keep everything and we issued a FULL 100% refund of $644.99 on April 9, 2020 at 6:45am.
We purchased a bunk bed that broke after being used 2 times. They refuse to talk on the phone and refund us for an unsafe product!!
We purchased a bunk bed for our toddler on November 25, 2019 and was delivered to us on December 9, 2019. This was purchased for our weekend house and once it was put together, it was used by our daughter who is 40lbs (4 years old) a total of 2 times. The second time she was on it sleeping, in the middle of the night, we heard a loud noise just to see that the front of the bed broke! Our kid was devastated and crying from the fear since she had no idea what had happened. We had made the purchase from FACTORYBUNKBEDS.COM (manufacturer DISCOVERY WORLD FURNITURE) and since they were closed over the weekend, we reached out the following monday, 01/06/20. I spoke to someone named Joana E and I explained what had happened and told her that I didn't feel the bed was safe for my kid and wanted a refund. She tried to push me to agree on getting replacement parts and I was clear that I had no such intentions as my kid was so traumatized from the experience and both my husband and I did not want that UNSAFE furniture in our home. Afterall, It was kids' furniture and not a toy that means nothing and cannot harm anyone. What would have happened if my child got hurt? She told me she would talk to the manufacturer and get back to me. SHE NEVER CALLED ME BACK AND NEVER PICKED UP MY PHONE CALLS AGAIN. Instead she sent me emails asking for pictures, which I provided, then told me that the manufacturer has a 30 day refund policy and since it was longer, they refused to refund me. When I provided her with the proof that it was only 25 days and not 30, she sent me another email, telling me that their policy is 7 days. So basically she was giving me the run around so they wouldn't refund me. I kept calling instead of emailing and no answer. She continued to tell me through emails that they are willing to send me any replacement parts I need, ignoring the fact that I wanted a different resolution for the safety of my child, who is still scared to sleep alone at night since that day. Completely unprofessional and inconsiderate. Now that I searched the internet I found many of the same complaints and how they refuse to refund people and sell them unsafe furniture. I do not want any replacement parts! I want my money back. This bunk bed was only used twice and it broke.
We want our money back as we feel this product is unsafe for our kid. She is only 40 lbs and the product couldn't handle it. What will happen in the future as she is growing, or when we put our second child on it? We want a refund!
Contact Name and Title: Drew F - Sales
Contact Phone: 800-906-2665 x 2
Contact Email: [email protected]
On Nov. 23rd 2019 *** placed an order for 1 - Twin over Full Charcoal Staircase Bunk Bed with Twin Trundle Bed for $889
On Nov 25th 2019 the order was shipped from FL to NY and email for shipping and tracking was sent at 4:34 PM that same day
On Dec. 2019 2nd customer called because she could not find the shipping email so I resent copies of both the order email and the shipping email.
On Dec. 9th 2019 the order was delivered to customer in NY at 1:00pm
Starting On Jan 6, 2020 ( 25 days after delivery ) Customer reached out to Joana in customer service to say that they had broken part of the bed and was upset and demanding that she returns the bed because she does not want it anymore. Joana review the damage pictures and determined with the customer that a side rail had cracked, a stress crack and she explained that we would be happy to replace the side rail Part #5 and it would be an easy fix to replace that part.
The customer stated that she wanted a full refund and would refuse any parts if we shipped them to her. She also stated that she had NONE of the original boxes after all why would she keep the boxes for a month after the bed was installed and being used. We understand the frustration when parts break and that people get upset when things like this happen, but we have always should behind our products they are ATSM tested and certified and legal to ship to all US states. Our products are legal and safe.
Bottom line the bed is under warrantee so it will cost the customer nothing for us to ship her a NEW side rail, I believe that Joana even offered to send 2 Part # 5 so customer could replace both original side rails to feel more comfortable. At this point I would also include for free 2 metal center support ( an option not originally purchased by the customer that cost $39.99 for 2 ) These telescoping metal bars to add extra support for the sleep areas she would use 1 for the top bunk and 1 for the lower bed, as long as she would agree to let us ship the replacement parts and end the Revdex.com complaint and stop the chargeback on her credit card.
During the back and forth emails that ensued Joana did emailed her a copy of our return policy https://www.factorybunkbeds.com/refund-policy
This obviously upset the customer even more because she no longer had any of the boxes now understood that she could not return the bed safely to FL per our policy, and she was refusing to let us send the replacement Part # 5 or any part for that matter so both parties were at a standstill.
On Jan 7th *** took to *** to post her unhappiness about the broken bed and started a dispute with her credit card company to charge back the entire $889 for her purchase even though we had explained to her that we would send her for FREE any and all replacement parts. Because almost all the beds we sell are made of furniture grade solid pine wood there is always the outside possibility for kids or anyone to break a piece or part on a bed they are made of wood.
We are not accusing anyone of wrong doing or of product abuse but being in this business for 15+ years and having installed hundreds of bed myself I know that the quality of the *** Furniture products is very good and the products are a great value. All of my friends and family have grown their kids on these beds, I personally have a DWF bunk beds in my home today so I do trust in the quality of these products. Bottom line is anyone can break anything and sometime accidents happen we are not blaming anyone for anything we simply want to send the replacement parts to *** so she can have a safe bed for the kids.
We feel that if the customer would allow us to ship her replacement parts and 2 metal center support to increase the MAX weight rating at no extra cost and she would accept the delivery and simply replace the broken rail and add the center support she would not likely never have another issue. After a month of use and no boxes we simply cannot accept a return without considering this buyers remorse. Our policy states that we ave the right to try to cure issues and we feel that we are doing our best to keep our side of this agreement.
As for her statement that we sold her an unsafe product, I do take offense to that. I have personally sold *** Furniture products for almost 20 years as does *** and *** and ***, these beds are sold in the thousands and used by tens of thousands of children and adults all over the USA. We sell these same exact beds to mens and women shelters, fire stations, fraternity houses and sorority houses with no major issues. Can parts break from time to time, YES they can and we stand behind the product that is why we have a warrantee and a policy that allows us to fix what is broken not take back products with out boxes because a part broke. The reason Joana was asking for pictures was so she could confirm the broken part and share as your advocate and on your behalf the issue with the manufacturer not to delay or ignore your issue I am sorry that is how you felt.
If you would let us send you the parts so you can fix the bed we would like to do that for you.
Sincerely,
Drew F
(The consumer indicated he/she DID NOT accept the response from the business.)
Rather than a long drawn out response of he said she said, I will say this: A $900+ solid wood bunk bed is expected to last for many years, not a month of weekend use by a 40 pound child. A bed of such high quality with an almost useless 7 day warranty and a delivery that needs a full pallet of boxes that in our case were soaking wet as they were delivered in a rain storm.
There is now another issue of the upper bunk safety rail (looks like #8) that is separating at the sides(photos attached). Our child has used the upper bunk approximately 5 nights. Again, I guess we should be expecting this, since it's solid wood.
Since its' clear that the seller is unwilling to make it right and issue a refund we will accept the resolution conditionally with the addition of the upper rail(#8). Once the 2 lower pieces, the metal upgrade brackets and the upper rail are installed we will test and see how it feels. We will then be willing to drop all proceedings if the bed does what it's supposed to and NOT break.
I bought a bunk bed was supposed to be solid wood some bad plywood was used many photos sent should sent it back but packing no takes to long RIGHT.
Send someone out to fix this bunk bed I could have sent in back your packing is a lie said you would take care of any problem waster if you don't send back.
Do what you say you will do.
Contact Name and Title: Drew F Sales Manager
Contact Phone: 800-906-2865 x 2
Contact Email: [email protected]
We are currently working with *** for resolution below is a copy of the offer email made yesterday. I have spoke to *** today by phone and he is aware of the email offer as copied below and will review and answer after work today.
Hello ***,
I understand the Joana has been working with you, but I am guessing that because you have filed a claim with the Revdex.com you are not happy with her offer from the manufacture.
First let me say that plywood is considered a solid wood product, it is not like OSB or MDF and it can be much stronger that solid pine for certain uses. The plywood that you showed me with your pictures is definitely NOT pretty. I do not know why the manufacture chose to use plywood for the rear of the drawer units but they do, that is how that part is made for many many years.
That part of the drawer unit will never be seen once you install the drawers under the bed, unless you take the mattress completely off to look under the bed. That drawer unit is also NOT structural it will not in any way affect the performance of the bed, that is why the manufacturer offered you a Limited Lifetime warrantee to simply keep an item that is working but with a flaw that will never be seen.
There are other under bed options available, the trundle bed option ( $90 ) is UPSable and so is the Twin Drawer storage units ( $140 ). The problem is the 3 drawer unit is NOT easily shipped and would never arrive un-broken if we were to try to ship this by itself even without the drawers it would arrive damaged. You can see how delicate that piece is, that is why you can only buy it when you buy the main bed as an add on option. Also in the eyes of the manufacture the part is NOT broken so they will not replace for free.
I told you before that I am not in customer service but I do have authority to step in when issues like this arise, that being said her is my offer(s) to you.
1. I would simply like to offer a full refund for the 3 drawer unit that is an immediate $90 refund and you can keep the drawers and use them or toss them out there would be nothing to return to use and we will still honor the Limited Lifetime Warrantee https://www.factorybunkbeds.com/limited-lifetime-extended-warranty.html a $50 value.
2. We can ship you the Twin Trundle Option for FREE to use instead of the drawers, you can use the trundle for an extra mattress or use it for extra storage, and again we would also include the Limited Lifetime Warrantee for FREEa $50 value.
Please pick one of the options above whichever option you feel is best for you and email me back so I can make it happen for you. Upon selecting one of these option we will also ask that you cancel the Revdex.com complaint as that can hurt small businesses like ours.
Sincerely,
Drew F
Business sending refund
I ordered a dresser and it arrived damaged. The store agreed to arrange a repair, but has not followed through after 90 day period.
I purchased a Discovery World Furniture Charcoal 5 Drawer Chest on February 22, 2019 (Order #***).
It arrived damaged, and I contacted the store. They agreed to hire a contractor to come to my residence to repair, but after 90 days, they have yet completed the repair.
I have had conversations and emails with the following store employees:
***, *** in Customer Service and ***, CFO.
I am requesting that they either finish the job as they previously agreed (see attached email change) or refund the total price including the additional $99.00 shipping charge.
The customer purchased 2 casegood items from and one of them was damaged slightly during shipping. Basically the back of the dresser was coming loose so we shipped a replacement part to the customer for free. The customer did not feel that he was up to the task of replacing the part himself so it was discussed that we would pay a handy man in his area to "fix" or "install" the replacement part. Due to vacations and scheduling difficulties we were not able to find and schedule the repair so we simply refunded the customer for entire cost of the item + the shipping for that item and allowed the customer to keep everything. At this time he is completely unharmed and agreed to remove the Revdex.com complaint. We have refunded him the agreed to amount by both parties. Thanks, ***.com
(The consumer indicated he/she ACCEPTED the response from the business.)
It was actually a side panel that was damaged during shipping. The company agreed to send a replacement side panel (which they did) and hire a repairman to fix it. They never followed through on the agreement to send a repairman.
It took 90 days, several telephone calls and numerous emails from me to try to get the issue resolved. I actually gave them 3 proposed remedies to resolve, but it took a complaint to the Revdex.com before they finally agreed to pick one of the proposed remedies.
I now consider the matter closed.
The product was delivered with a broken piece. The company has not responded to multiple calls for a replacement piece.
I ordered a bunk bed with 3 drawer under bed storage (order #***). It arrived a few weeks after ordered as expected. The bed arrived in multiple boxes or more accurately, there was cardboard wrapped around a few bundles of wooden bunk pieces. When we went to assemble the product a few weeks after that, we found that one of the drawer faces was broken and not usable. This clearly arose from poor packaging. There were several other dings and scratches on various pieces that mostly could be hidden after assembly. I assumed incorrectly that it would be fairly easy to receive a replacement piece and thus I did not document my calls to the company well. After all the drawer plates are interchangeable. I have called at least 3 times, and received no response. I have also e mailed with no response. I even tried the customer chat system on the website and have had no response with that either. All calls made during their posted phone hours are unanswered.
I would like them to replace one of the under-bed storage drawers for the *** Twin over full charcoal bed. The storage drawers were an add on item. There are 3 and I need one replaced.
ordered a bunk bed from FactoryBunkBeds.com on October 20th, we shipped the bunk bed on October 22nd. On February 14th the customer emailed us that the bed had damage, we have since assisted Molly and sent her replacement parts, she is again a happy customer and has informed us that she would be dropping the Revdex.com complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
Factory Bunk beds replaced the part that was damaged as they should. Please note that I tried to contact the company buy phone and the chat function on their website no less than 4 times before 2/14/19. I did not hear from them until the Revdex.com complaint was filed.
Product delivered to us damaged after no tracking information nor communication as to the status of the product to us.
Item no.***
$698.00 USD
Order placed 12/31
Date of delivery 1/10
Pricefalls.com Marketplace Order ID#: ***
Receipt number:***
Invoice ID: PRICEFALLS-
Looking for a refund for the damaged product, not interested in doing business with them again, so once refund is received will purchase a bed from a separate vendor - and will return all materials.
Contact Name and Title: Drew F
Contact Phone: 800-906-2865
Contact Email: [email protected]
Dear *** & Revdex.com, We are very surprised that a complaint was filed with our company. Our records show that an order was place for a SKU # 2805 thru the Price Falls Marketplace. We have had 1 email from the customer the same day the order was delivered on Jan 10th...it simply said...I urgently need to speak with someone about this order. Please advise who to contact.
Since then Joana from our customer service department has called and emailed the customer to find out what the problem was as nothing was stated in the email and no parts were requested, we basically had no idea anything was wrong or if there was why would the customer ignore us.
We would be happy to send replacement parts we simply need a picture of the damaged part(s) and the part number(s) so we can ship replacements, if that is what she is requesting. Because she does not reply to email or phone calls this process has been derailed.
We are here 9:00 - 5:00pm EST Monday - Friday please email us so there is a record of your complaint in detail with part number and pictures so we can make sure that the customer has all that she needs. [email protected]
It is too late to return the order for a full refund as the shippers responsibility for damaged parts would have had to have been notated when the order was received. Since the customer has ignored our calls and emails too much time has passed to go after the shipper for damage if there is damage and that is the reason why the customer is filing this claim we still do not know.
FactoryBunkBeds.com will be happy to replace any broken or missing parts but we need part numbers and pictures of the damaged before we can fix the complaint. If this is a complaint based on anything else like color or finish then that CURE would have to be negotiated once we know what is wrong.
We would be happy to provide more detail if necessary to better argue our case but we would rather just get the customer the parts she needs to make the bed perfect if there are damaged parts. Please understand that we have not pictures, description or part number requests at all so we are blind to any issue but are willing to CURE them.
Thanks, Drew
the company has a strict policy when it comes to returns and refund if the customer is not satisfy with their purchase, but not policy when it comes to items arriving damages from their company,even when its not the shippers fault, or a time frame to handle these type of issues. One of the 4 boxes I received for a full by full bunk bed arrived damages. The boxes had no visible damage to them, and nothing that would indicate that the shipper mishandled the boxes. When I contacted the company to claim about the damage, they assumed that the shipper was at fault and told me why didn't I checked the boxes with the shipper. are you kidding me...They promised to resolve my issue and give me a partial reimbursement for all the troubles (including me receiving the wrong shipment the day before). After waiting for an answer days after notifying the company, I told them that I would just rather get my money back since they're not taking take of the issue in a reasonable time. I spoke to a manager to see if I can get something done. He was very arrogant and told me the only thing I have the right too is replacement parts, and not my money back. .My kids are still sleeping in a mattress on the floor and they don't care at all. I received this order January 13 and till today I am still without replacement parts or my money back. would not recommend this company to anyone.
1st they sent wrong product then refuse refund after receiving broken items on shipment. horrible experience with company and wont return emails/calls
On January 1st, 2018, my wife had placed an order at factory bunk beds for a Full over Full bunk bed for our kids (Discovery World Furniture Honey SKU# 2115). On January, 3rd 2018, we received confirmation of the order, tracking and shipping company called ATI, that would be in charge of delivery the bed to our address. the following day, we called the company to schedule delivery for Friday, January 12, 2018. Delivery was schedule for that day between the hours of 8am and 12pm. The driver of the company did call to advise that he would be going within the hour, but showed a little before 2pm. I went outside to pick up the boxes and the assistant helped me bring some of the boxes. I did notice the invoice statement that it would be 4 boxes but I received 6, and I asked the assistant why do I have 6 and he stated that I was extra that wasn't on the list. As soon as I got it inside the apartment, I noticed that the box was label TWIN bed and I immediately called the driver as he was still outside and told him about the issue. He told me he could not take the items back and that I would have to call the shipping company. within 5 minutes of that, I called bunk bed factory and was able to get to a representative (Joana) and explained the situation She told me to email her pictures of the items so she can find out what happened. Meanwhile, my had told my wife via text and she called the shipping company. We were able to get the driver back to pick up the wrong boxes that day but I had to re schedule delivery of the correct boxes. After personally talking to the person in charge at ATI, he agreed on shipping the following day which was Saturday, January 13th 2018. The driver showed up at about 1235pm that Saturday. I went outside to the truck to get the boxes and the assistant helped me bring some of the boxes in. The boxes did not have any torns or visible damage to them so I signed the invoice. The driver left right after as I began to open the boxes to get things ready to put the bed together. When I got the 3rd box (item 2115-2 upright sub assembly with T&G panels) I began to unwrap the panel which were wrapped only in a thin packing foam, as you can see from the 1st picture submitted. I immediately spotted a cracked about 4 inches long on one of the panel. As I continued to inspect, I found additional crack on different parts of the other panels as well. The entire box had an item with some kind of cracked or damage to it. At exactly 12:51 pm that same day, I emailed Joana again and sent her pictures of some of the damages that was in one of the boxes shipped. I know their customer service time does not include weekends so we would be stuck for a few more days without a bed and my kids sleeping on mattress on the floor. it turned out to be the worst mistake trusting this company for this purchase. On January 15th, 2018, I got a reply from Joana stating that she would send the replacement parts that same day and a reimbursement for the problems AIT caused. She sends me another email so that I can notate the item # that needed to be replaced. I sent the info back with item #1, 12, and 13 on both pieces to replace. Pretty much the entire box had to be re sent. That was the last I heard of her. My wife called to talk to a supervisor to ask about getting a refund since they had no resolution to our problem. She spoke to Mr. Drew F, Chief Security Officer, who stated he was the supervisor and he told her that first of all they hardly ever do refund, and they only offer to replace the items damage, very prudent, told her to take that offer. She said that after all that headaches she just wanted her money back and would dispute the charges, and as he laughed, told her that she can try but guaranteed she would not be getting all her money back. She wanted to talk to someone else higher up and he stated there is no one else. They have not contacted us with any type of resolution to this issue which is why we are filing a complaint.
My kids are still sleeping in their mattress on the floor because of the neglect of this company. We were willing to take the replacement and partial reimbursement from the company but they decided not to.
The company did agree to refund the full amount, but only after they have received the packages back andaverify at all 4 boxes were received. WeWareastill waiting and it's been a week since the item was shipped back tottering company.
Bed came damaged and I need replacement parts.
Received the bed and the main part, the 6-drawer unit, was packed from the factory defective. There is a screw that they put in sideways and popped the wood out the back. The chunk of wood was not in the packing material, so it came from the factory like that. The drawer does not open and close because of this. Another drawer is missing a screw. Other pieces have deep fingerprints in the finish like someone touched them before the finish was dry. Bad quality control. I emailed pictures of everything. They are slow to respond by email and I can't reach them by phone. I was offered a $50 refund which I am not satisfied with. That is not fair for our own labor and supplies to fix the drawers. We cannot repair the fingerprints ourselves so they need to resend those parts. It has been over a week and I don't have answers. I was told a supervisor would call and they have not. It is important I have the bed asap.
I am seeking replacement parts #2, 3, 8, the missing screw, and be able to discuss what to do about the drawer unit. If they want us to try to fix it we need more than a $50 refund. Otherwise they can send a whole new piece which will cost them a lot more in freight.
Contact Name and Title: Drew, Sales Manager
Contact Phone: 800-906-2865
Contact Email: [email protected]
With all natural products like solid pine furniture and leather there are going to be some imperfections, knots, checking and veining ( growth bands ) because of these beauty makes often when people have damage or minor issue they need to be reviewed by the manufacturer before replacing.
Obviously if a part is broken or damaged we will replace those parts immediately unless the customer offers to "FIX" that part themselves for a discount, as for other blemishes those are also reviewe and submitted to the manufacturer for quality control. The staff at FactoryBunkBeds.com works on behalf of the customer as their advocate to get them al that they request part wise and we also give them other options, like replacing the bad or broken parts and also a cash or credit refund to compensate or to keep AS IS.
The difficulty with this particular customer was that the parts request was relatively high and the part blemishes were extremely small per the manufacturer so the 1st two offers for replacement parts and discount / refund had to be reviewed by customer and husband. They decided that the $50 refund for their time to replace the screw was no enough so we had to resubmit the parts request.
Ultimately we sent all the parts the customer requested instead of a discount as requested, and in a timely manner based on the back and forth process of offers and suggestion. The bed was completely functional thru out this process, Nothing was damaged that affected the safety or structural integrity of the bed, and the customer does not need to ship any parts back to FactoryBunkBeds.com
Based on this we would request that this complain be removed as it is a non issue at this point.
(The consumer indicated he/she ACCEPTED the response from the business.)
Not everything is correct in the company's response on Revdex.com.
First, the damaged parts were not minor. I sent photos to the company but it did not capture how deep the fingerprints were. There were a few parts that had deep imprints in the finish. Someone touched them before they were dry. We had relatives over and they noticed the fingerprints from across the room. Other parts had imperfections but we overlooked them as they were minor (small cracks, etc.). It was not anything natural in the wood.
The bed was not functional since the defective parts were part of the structural bed base so we had a mess of parts until we recevied the replacements. This is why we were in a hurry to get them. We also didn't know at first if we were supposed to keep the parts or send them back since a response from the company took awhile. We could not use the bed until we received the replacements.
Also, the drawer unit had a screw that was not in correctly and a chunk of wood missing. The drawer would not slide. Another drawer was missing a screw completely.
They need to have better quality control before shipping. I contacted the company right away about wanting replacement parts instead of a refund. I have proof that I emailed several times afterwards, as I didn't hear anything. All they had to do was send a quick email saying the parts did indeed ship and when to expect them.
It should have been handled in a more timely manner when it is the fault of the company. Communication on their part needs improvement. I felt like we, the customers, were being blamed and labeled hard to please and they also made commments about their small profits. This is not my problem. We should have received a decent unit in the first place.
In the end, we did receive the replacement parts and have a functional bed.