ComplaintsforLiving Spaces Furniture, LLC

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/16/24 we filed a warrently claim for our mattress. We paid the $99 inspection fee to have a third party inspection of the mattress. At first we did not hear anything back so we contacted Living Spaces again and they resubmitted the claim. We also called Diamond Mattress directly and they said they would get back to us. The mattress company eventually reached out to us and said the the third party inspection company does not service our area and we would have to do the inspecton ourselves. They sent instructions on how to do the inspection. We have contacted Living Spaces customer service and all they could do was forward our concern to the warranty **** again and wait 3 business days again. As a customer it seems odd that we have to keep calling and trying to manage the process between Living Spaces and their suppliers. This should be a defined process. Either send someone out to do the inspection we paid for or we'll do it and give us our money back for the inspection fee.

  Business response

  08/30/2024

  Thank you for bringing your concerns to our attention and we apologize for any inconvenience this may have caused. Unfortunately, we are unable to locate an account for you. So that we may better assist, please provide the name and telephone number associated with the account in question. 

  Customer response

  08/30/2024

   
  Complaint: 22218859
  
  I am rejecting this response because:

  They didn't even try to look up the account I provided the order number SO-009612812. This number has been all I needed for the customer service **** at *********************************************.

  The "account" is in my wife's name, ******** *****, her phone number is ************, our address is ******************************************  

  Sincerely,
  

  
  ****** *****

  Business response

  09/05/2024

  The initial complaint did not include the order number. To avoid any delays in receiving assistance, it is important to provide the account owner's information, as the person filing the complaint is not linked to the records on Living Spaces orders system.

  We have shared the details of this complaint with our warranty manager for further assistance and will advise of the next steps once a response is received. 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im EXTREMELY DISSATISFIED and DISAPPOINTED with the warranty service you offer . 1) Warranty is a third party / subcontractor. 2) Its super difficult to connect with them and they do everything that involves a warranty claim ONLY via email.3. I followed ALL instructions according to their guidelines lines ( my almost NEW sectional has structure issues due to very poor material that need to be replace ASAP . That item is cover under my plan . They refuse to give me a call or send a person to inspect my sectional . Everything is approved/ disapproved through - picture . NOT GOODAT ALL ! Warranty is VERY EXPENSIVE ! Its very unprofessional for Living Spaces to offer a service and doing business with a very irresponsible company . Im planning to make an official complaint with The CA Departments of Consumer *********************************

  Business response

  08/30/2024

  Thank you for bringing your concerns to our attention and we apologize for any inconvenience this may have caused. When submitting a claim with Carefree, guests are required to report any incidents within 30 days of discovery. Failure to do so may result in the claim being denied. Upon further review of the account, we show that the furniture was delivered on 7/13/2023. The guest contacted Living Spaces on 8/17/2024 to open a claim for upholstery cleaning, however, Living Spaces does not cover stains or accidents of any kind. The guest was directed to contact carefree directly for further assistance. A claim was filed with Carefree on 8/19/2024 with an incident date of 7/13/2023, the guest reported loose back casings and loss of shape. The claim was denied due to the guest reporting these issues outside of the reporting period and normal wear and tear. Living Spaces will not be moving forward with this claim as the reported issues are not covered.  

   Carefree does not offer repair maintenance for furniture that has worn over time; its services only cover specific incidents that have caused damage. If the guest is not satisfied with the decision made on their claim, they can file a dispute by emailing
  ********************* or logging into www.warrantyservice.com. Uniters will review the dispute, and the guest will receive a final decision via email within 30 days.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am filing a formal complaint against Living Spaces LLC regarding a recent sofa purchase and delivery that has caused me significant distress. I requested an "at door" delivery to my apartment, as my patio is on the first floor facing a residential street. However, the delivery process was unacceptable, and the company's handling of the situation has been unethical.The delivery person was rude, impatient, and unprofessional. He repeatedly called me while I was at work, complaining about the delivery. In an effort to resolve the issue, I left work to assist him. Despite my instructions to leave the sofa on my patio, he dropped it on the sidewalk, damaging one of the sofa legs. This was particularly distressing as I suffer from back problems and cannot lift heavy items.When I returned home, I discovered the sofa had been stolen. The police informed me they could not take any action. I immediately contacted Living Spaces LLC, expecting them to take responsibility for the mishandling of the delivery. Unfortunately, their response has been disappointing. They have refused to accept any responsibility, attempted to blame me, and are unwilling to provide a refund or a replacement for the stolen and damaged sofa.I believe Living Spaces LLC's conduct is unethical and unacceptable. Their refusal to offer any resolution has caused me significant stress and physical pain due to my back condition. I am seeking assistance from the Better Business Bureau to resolve this issue and ensure that Living Spaces LLC is held accountable for their actions.

  Business response

  08/29/2024

  Thank you for bringing your concerns to our attention and we apologize for any inconvenience this may have caused. After speaking with our dispatch team, we were informed that the guest requested for the item to be left in front of their building. The sofa also arrived in its original packaging and remained wrapped upon the departure of our delivery team. The guest is reporting that the sofa was dropped resulting in a damaged leg, it is unclear how this information was obtained as the item would need to be unwrapped in order to assess any damage. Additionally, the complaint reports the sofa was stolen by the time the guest arrived home. 

  Customer response

  08/30/2024

   
  Complaint: 22210790
  
  I am rejecting this response because: no one allowed the delivery man to drop it off on the SIDEWALK. The carelessness of your delivery man caused him to drop the sofa in the ground and leave it there. 
  He was told to drop it off outside on the patio, which would be an alternative to the front door like he was supposed to. The patio faces the street and is on the ground floor, this was an alternative since the delivery man refused to take it to the actual front door of the unit. 
  You guys can keep lying to yourselves about the situation, but I am certain that if anyone delivered a package to you on the sidewalk AND it got stolen, you would be furious. Especially if it costed as much as the sofa. I invite you to come to the unit and look anywhere you please, even around the entire building. You will not find the sofa, simply because it was stolen. 
  Please give my family the sofa that we payed for so we can stop sitting on the floor. 
  

  
  Sincerely,
  
  ***************************

  Business response

  09/07/2024

  Upper management has taken over the claim, making the exception to deliver a new sofa sleeper at no cost to the customer. Delivery is set to take place on 9/9/2024.

  Customer response

  09/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Living Spaces Care Free Plan provided by UNITERS purchased furniture: 6/14/2022 payed: $239.25 for extended warranty (5 years)total cost with furniture: $1,957.86 I filled a claim 04/6/2023 sent photos, gave them my call back number just in case I was missing anything, never received a response from an actual agent. Months pass and I continue to call and email, until finally I get a response after months and months of trying to reach a live person. So, they can tell me am not covered because I waited too long, in which is false, I have proof that I have been trying to solve this problem ASAP. They finally send an agent to evaluate the furniture after a year has passed of me trying to clean the furniture myself, added covers to the sofa because of the unsuccessful results and how unattractive the sofa looks. this is what the warranty covers stated by them:Any accidental stain that can be attributed to a single incident An accidental rip, tear or burn attributed to a single incident Certain structural or component failures due to a defect in materials or workmanship during normal residential use The response I got from the warranty company was the following: ************* or cleaning, an accumulation of stains and general soiling over time Accumulation and general soiling are the buildup of multiple stains or damages that have occurred over time, have not been addressed, and cannot be attributed to a single incident Based on these findings, this issue is not covered. This is a false statement, they not ones asked me if I tried cleaning the glue off, it was impossible for me to remove it that's why I filed a claim, it was an accidental damage which i am supposed to be covered. They never sent anyone or reached out to me the year I first file the claim, and now they want to say it was my fault by accumulation. It's very unfair and I feel as they have stolen my money I payed to protect my sofa and now they don't want to honor my warranty. Please Help me.

  Business response

  08/28/2024

  Thank you for bringing your concerns to our attention, and we apologize for any inconvenience this may have caused. Upon review of the account, we show that the guest contacted Living Spaces on 12/28/2023 regarding the glue stains. The guest was informed that Living Spaces does not cover stains or accidents and was directed to carefree. A claim was filed with carefree on 7/30/2024, stating that the incident happened on 3/27/2023. A technician inspected the seats and found permanent stains; however, the claim was denied due to an accumulation as the incidents must be reported as they occur. There is no record of a previous claim with carefree prior to 7/30/2024. Unfortunately, we are unable to proceed with the claim as the reported issues are not covered. 

  Customer response

  08/28/2024

   
  Complaint: 22203389
  
  I am rejecting this response because:
  I have sent enough **** that I have been trying to reach them since 2023 a d they dis not respond to my claim..was it intentionally?.only they know. I will keep pursuing and insisting until my paid warranty is honored. 

  Sincerely,
  
  ********* ********

  Business response

  09/05/2024

   Unfortunately, we are unable to proceed with the claim as the reported issues are not covered. 

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have placed multiple orders with living spaces to fill our newly built home. Every order has had an issue with items being sent incorrectly or ordered incorrectly. For example, buying a king size bed frame and a queen size mattress is ordered. For the master bedroom we ordered a king size mattress and adjustable base. When it was delivered the base was a queen, and was pulled incorrectly because it was labeled wrong. We had to then correct the adjustable base to a standard base because the height would not work for the bed even though we were assured it was adjustable. We then took advantage of the sleep trial exchange for this mattress and selected a higher priced bed for the exchange. The delivery was set for 8/25 and there were 2 emails confirming that the old mattress and box would be exchanged with the new selections. The delivery drivers arrived and didnt have a new mattress and nothing was on their manifest to be delivered. We were given a number to call at living spaces who then relayed that there was a back order on the mattress and they would not receive anymore till 8/31 and at that time we would work to getting another delivery. No one notified us that there was a back order or that we wouldnt be receiving a mattress. Was the expectation that we sleep in the floor again like the first time we had beds and mattresses delivered in May? Upon speaking to a supervisor the only apology wall for the hours spent today waiting for nothing and future hours waiting of an unknown date was a $250 Gift Card to purchase something at a future date. I asked that we just be compensated on the order and was told that there could not be anything discounted on mattresses. I explained we have couches and tables and several other orders that could be discounted. This was also not an option. So here we are again with a poor experience and errors on what was confirmed to be delivered and not by living spaces.

  Business response

  08/27/2024

  Thank you for bringing your concerns to our attention, and we apologize for any inconvenience this may have caused. The issues regarding mislabeled items were addressed both internally and with the customer directly. It appears that the mattress is on a backorder, we have reached out to the vendor for an update and will provide more information once a response is received. As a gesture of goodwill and in recognition of the inconvenience caused by the delay in mattress delivery, we will apply a discount in the amount of $250.00 to the order once the delivery is complete. 

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the Grand Down II sectional with oversized chaise from Living Spaces on 8/8/2022. When we visited the showroom the salesperson strongly encouraged us to purchase their Care Free warranty and stated that it covered everything. By their recommendation we also purchased the warranty for an additional $419.25. We also paid for white glove delivery and after the sectional was delivered and assembled, it has not since been moved. Despite this, the bracket connecting the two pieces became completely warped and snapped off. We also removed the covers to spot clean them per the care instructions and when we replaced the covers, the seams on the cushions began ripping open. We submitted a claim within 30 days per the warranty requirements. It was denied because it was not a covered issue. Ive attached the warranty that shows seam splitting and separation, and broken connectors ARE covered issues. Throughout this time the issue only got worse and worse to the point that every single cushion, and some of the throw pillows were all ripping apart. I disputed the denial and the claim was reopened. They assigned a technician to come to our home and see the damage. While he was there he told us that it was clearly a defect. He said he requested all new covers and a new connector. I called and spoke with someone who told me the recommended parts had been ordered and should be delivered to my home within 6-12 weeks. Then on 8/20 I logged into the warranty portal to see if there was an update to find that the claim was again denied because it was an accumulation of damage. Of course there is now an accumulation of damage - theyve been dragging their feet since ***** regarding this claim. I am at a loss as to what to do as the company has not been responsive to my messages and are refusing to honor the terms of their own warranty. When you look at the reviews you can see it is a very common issue which further supports that this is clearly a defect.

  Business response

  08/27/2024

  Thank you for bringing your concerns to our attention and we apologize for any inconvenience this may have caused. Upon further review of the pictures, it appears that the seat and back casings may have been placed in a washing machine. The care instructions outlined on our website specifies the casings are not machine washable. Care Instructions (W) W: Water-based cleaning agents or foam may be used. Use only distilled water; tap water may cause rings or fading. Technicians are dispatched to assess the reported issues and make necessary repairs to the item if it feasible, including documenting their findings and replacement part details, if required. Please note, while the tech may suggest replacement parts, it does not guarantee that the parts will be replaced or covered under warranty. Upon reviewing the account, we show there were no parts ordered as the claim have been denied. Unfortunately, we are unable to move forward with the claim as the issues are not covered. 

  Customer response

  08/27/2024

   
  Complaint: 22190685
  
  I am rejecting this response because: as stated both in my claim and my complaint to the BBB, the casings were removed and SPOT cleaned per the care instructions so as to protect the down feathers inside the cushions. Upon replacing the covers is when the seams began popping and quickly turned into tears throughout the entire couch. 
  
  Sincerely,
  
  ***********************

  Business response

  09/05/2024

  The care instructions outlined on our website specifies the casings are not machine washable. Care Instructions (W) W: Water-based cleaning agents or foam may be used. Use only distilled water; tap water may cause rings or fading. Unfortunately, we are unable to move forward with the claim as the issues are not covered. 
  

  Customer response

  09/17/2024

   
  Complaint: 22190685
  
  I am rejecting this response because:
  I have stated numerous times that the casings were NEVER washed in a washing machine. All care instructions were followed. We spent nearly $4000 dollars on this couch we were not going to do anything to compromise it or void our warranty. I dont see how you can deny a claim for a reason that is not true.

  Sincerely,
  
  ***********************

  Customer response

  09/18/2024

  From: 

  **********************************

   <

  **********************************

  >
  Sent: Tuesday, September 17, 2024 2:33 PM
  To: 

  *********************************

  
  Subject: Message from BBB.org
  
  
  
  
  
  Im hoping to get some answers as to how it was determined the company made
  a good faith effort to resolve my complaint #******** when they made
  literally no effort to do so. They have continually switched the reason as
  to why my claim was denied and are now saying its because I washed the
  casings in the washing machine when I clearly stated from the very beginning
  they were never put in a washing machine and we followed all care
  instructions provided. And all of this is after one of THEIR OWN technicians
  came to inspect the couch and said it was defective and should be covered by
  the warranty. They have taken zero accountability and refuse to honor the
  warranty even though all the terms have been met.
  
  Sent from *********************** ( <

  mailto:********************************

  >
  

  ********************************

  )

• Initial Complaint

  08/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 8/14 I was assisting my 93 year old grandmother order furniture on the living spaces website, for her new assisted living facility that she was moving into on 8/19.We spent hours picking out the furniture she liked and applied for the living spaces synchrony credit card and she was approved.We go to place the order and it says we cannot place your order due to fraud concerns. Please visit living spaces store with your drivers license or ID to complete the transaction. I called living space customer support and explained that it is not fraud and we live 2 hours from the closest store. They instructed me to call synchrony and I did. Synchrony said they had no concerns and there was no fraud hold, that it was all living spaces. I called the next morning and they said the supervisor could place the order over the phone but she would have to call me back. I never received a call back, so I called on Friday and spoke to the supervisor and she asked for her drivers license or ID but my grandmother is 93, and only has a passport. They said that was fine and placed the order and scheduled delivery for 8/19. We drive 5 hours to her new apartment and get a call at the delivery time that the order will not be delivered because she needs a drivers license. Long story short, we drove 5 hours to her new apartment and she had NO furniture and it was a huge inconvenience. I was on the phone with living spaces all day and talked to every department. One department said that it would be delivered and one said no it wouldnt because accounting had a hold on it till she provided ID and that it would take **************************************The furniture never came and we spent the rest of the day stressing on getting furniture. The living spaces store in ******, ** was also no help. Would not accommodate us to get the furniture there same day. I will never order from here again! My grandmother was under so much stress from this and thought she was going to sleep on the floor.

  Business response

  08/23/2024

  Thank you for bringing your concerns to our attention, we apologize for any inconvenience this may have caused. Proper identification is required for security purposes. For new customers and first-time online orders, the billing address associated with the ** must match the address on the order. If the addresses do not match, the system will lock and send out a fraud alert. The only way to have the hold removed is to visit a Living Spaces store in person for identity confirmation as there is no way for us to confirm identities over the telephone. Once confirmed, the system will release the hold and allow purchases to proceed. 

  Customer response

  08/24/2024

   
  Complaint: 22184255
  
  I am rejecting this response because:
  Management at living spaces placed the order manually and it was approved with a delivery date. I was told by management that there was no need for us to visit a living spaces store and our furniture would be delivered on Monday. 
  Your team assured us that the furniture would be there and that a passport was a sufficient form of identification. On Monday (date of delivery) we had a voicemail saying we wouldnt receive our order that day till my grandmother updated her ID.

  when I called back, the delivery department said it was on hold with accounting because they do not accept passports as identification, that they needed her drivers license. Shes 93, she hasnt driven in 10 years! When I asked to speak to accounting, they said there isnt a direct number for accounting and that they would have to email them and I would hear back in ***** hours and that our furniture was not coming. Your company put my 93 year old grandmother through so much distress that day. She showed up to her new senior living facility excited to move in, only to find out that she wouldnt have any furniture. Your company was extremely unprofessional placing this order and proving customer service. 

  Sincerely,
  
  ******* ******

  Business response

  09/05/2024

  The details of this complaint have been shared with upper management to ensure proper expectations are set moving forward. 

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,I am reaching out in regards to a couch that I received from Living Spaces. The item arrived with a rip and a stain. When I reached out to customer service instead of a return they offered me to keep the item and to get a discount. At that point I agreed but upon further inspection, the stains on the couch do not come off. I then reached out to customer service again to tell them that I changed my mind and wanted to return the couch for a refund due to the stains not coming off. At that time they told me that I had to keep the couch because I had accepted the small partial refund. I let the customer service agent know what it was unfair and that the terms of accepting the partial refund were not shared so it felt like it was just a way to have customers keep damaged items. They still told me that I couldnt return the item. They told me that I couldnt even get store credit or a replacement which is so disappointing. I had to wait over a month for an item that arrived damaged and the company refuses to remedy the situation.

  Business response

  08/22/2024

  Thank you for bringing your concerns to our attention and we apologize for any inconvenience this may have caused. Upon further review of the account, we show that the issues were reported on 8/19/2024 and a discount was offered to keep the items as-is, the offer was accepted, and the discount was applied. A technician could've repaired the torn dust cover and removed the stain however, due to the customer's acceptance of the discount to keep the items in their current condition, we are unable to provide any further assistance.

  Customer response

  08/22/2024

   
  Complaint: 22178098
  
  I am rejecting this response because: I was not told that if I accepted the partial discount that I had no other option basically.  If a technician can fix that then please send them to fix it.  What made me reach out to the BBB was the business nonchalant attitude to force a customer to keep an item that is damaged.  Why would a couch arrive with a stain that cant be removed and a rip? This is supposed to be a brand new item.  That speaks to the lack of quality control that is happening.   
  
  Sincerely,
  
  *****************************

  Business response

  09/05/2024

  Upon offering the discount, the guest was informed that they would be keeping the item as-is. The discount was accepted and applied as promised. We are unable to move forward with this claim, as the acceptance of the discount indicates the customer agreed to keep the item in its current condition. 

  Customer response

  09/16/2024

   
  Complaint: 22178098
  
  I am rejecting this response because: what the business has stated is not correct.   They did not say that it meant that I wouldnt have any further options upon finding that the damages were permanent. 
  
  Sincerely,
  
  *****************************

  Customer response

  09/16/2024

   
  Complaint: 22178098
  
  I am rejecting this response because: what the business has stated is not correct.   They did not say that it meant that I wouldnt have any further options upon finding that the damages were permanent. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the **** SAND QN FOOTBOARD/RAILS/SLATS UPHOLSTERED PANEL BED and the **** SAND QN HEADBOARD UPHOLSTERED PANEL BED from Living Spaces on 7/14/2022 and it was delivered on 7/28/2022. After some time one of the legs of the bed was bent out of shape and at an angle, meaning the whole bed was tilted at the top left corner. I submitted a warranty claim on 7/9/2023 and the issue was "fixed" by 7/17/2023. In January, we once again noticed that the same leg was bent. I submitted a claim with Living Spaces but they responded that we were outside of their warranty. I called and explained that the issue had not been fixed as the same part of the bed was bent again, meaning it likely needed to be replaced, and the first claim was not adequately resolved. I was rudely rebuffed over the phone and the issue ended there. Because we did not see a resolution, we accepted the state of the bed for some time. Upon recently investigating, it is very clear that the part of that corner was bent and never fixed, and the technician (who was contracted and not employed by Living Spaces) simply hammered it into looking better. That entire part, consisting of the piece that connects the headboard to the rest of the frame and the leg, needs to be replaced and I would like for Living Spaces to provide that defective part to us as it clearly broke within the warranty period.

  Business response

  08/22/2024

  We appreciate you bringing your concerns to our attention and apologize for any inconvenience this may have caused. After review of the account, we show that the bed was delivered on 7/17/2022 and on 7/11/2023, the guest called to report issues with one of the legs on the bed. A technician was sent to the customers home to assess and address the reported concerns. The tech discovered the leg was bent; they repaired it by removing a bolt on the leg and straightening the metal bracket. The issue was deemed resolved and the warranty claim was closed. The guest did not contact us again until 2/16/2024, by this time the manufacturer's warranty had expired and we were unable to move forward with the claim. However, the guest may reach out to one our repair partners for a service call and repair estimate at www.FSNPro.com or by calling them at ************. Please note, the customer will be responsible for any fees associated with the service call and repair. 

  Customer response

  08/22/2024

   
  Complaint: 22176765
  
  I am rejecting this response because: If the damage was repaired, the exact same issue would not have transpired again within a few months. This is akin to slapping duct tape on a leak and claiming the warranty is gone a few months later when the tape looses up again. The part is clearly damaged and simply needs to be replaced. I am comfortable with changing it, but I need to be provided a working part.
  
  Sincerely,
  
  *****************************

  Business response

  09/05/2024

  Living Spaces will not be moving forward with this claim as the item is out of warranty. However, the guest may reach out to one our repair partners for a service call and repair estimate at www.FSNPro.com or by calling them at ************. Please note, the customer will be responsible for any fees associated with the service call and repair. 

  Customer response

  09/16/2024

   
  Complaint: 22176765
  
  I am rejecting this response because: It is clear the business is very well-versed in the realms of customer service. The request was simple: Replace a simple part that was broken during the warranty period that your repair person then came and pretended to fix. Evidently, Living Spaces has no pride in the integrity of its products, and the 1-Star rating by customers on ******************** is further evidence of that.
  

• Initial Complaint

  08/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We ordered a bed frame (plus headboard and box spring) from living spaces. We got the frame delivered first. Then a week later, the box spring and headboard got delivered. We just set this up yesterday since we finally had ************* our shock, the bed frame is clearly used. The plant is chipping and there are scratches everywhere. I contact living spaces and they said that we are past the SEVEN day return window. They could offer us a $25 credit though. We spent $100 on this frame. It shouldve been brand new, in the box and UNUSED. Just sad that a company is taking advantage of their customers like this. I will not be purchasing from living spaces anymore

  Business response

  08/20/2024

  Thank you for bringing your concerns to our attention and we apologize for any inconvenience this may have caused. Unfortunately, we are unable to locate an account for you. So that we may better assist, please provide us with the name, sales order number and telephone number associated with the account in question. 

  Customer response

  08/20/2024

   
  Complaint: 22167751
  
  I am rejecting this response because:
  
  

  the name on the account is ***** ********. Order number SO-013189635 and cell phone number is ************

  Sincerely,
  
  ****** ******

  Business response

  09/05/2024

  We were able to locate the account and show the customer is in direct contact with our ************ team and our ******************** The bedframe was replaced, and the new one arrived via *** on 8/28/2024. The claim is now closed as the issue is deemed resolved on our end. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩