Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a king-sized ****** bed from this company in April 2024.The first issue that arose is the company did not fulfill its obligation to me based on the delivery service I purchased. I paid $300 for their top tier offering, which included room-of-choice placement, unpackaging and removal of debris, and a four-hour delivery window. The company's subcontractor did not deliver on these commitments. They arrived roughly 2 hours late, and they removed some but not all debris, leaving us with items such as 6' cardboard boxes to dispose of, lots of plastic wrap, etc. The company's customer service team blamed the subcontractor and declined even a partial reimbursement.The bigger issue is the misleading quality of the product and the dangers associated with its assembly. I hired two professional contractors to assemble this item, who insisted it was one of the most complex furniture assembly jobs they'd seen in their combined 40 years of contract work. They also expressed concerns about the flimsiness of the materials. After two days' work and one final difficult maneuver to put it all together, the bed came crashing down and was absolutely destroyed. One contractor was injured in the process.Had I known the risk associated with this project, the true quality of what I was purchasing, and the lack of concern I'd experience from the customer service team if an issue arose, I never would have made such a significant investment. I hope to shield other consumers from similar mistakes.

  Business Response

  Date: 05/09/2024

  Hello, we're very sorry for the trouble you've had with your order. There is really two issues you had; delivery and assembly, but the most concerning aspect is the assembly and that you mentioned one of the workers was injured. We hope he's ok and we need to first investigate exactly what happened and why. There is absolutely no reason a bed should ever become detached from the wall. Unfortunately the description is vague and we'll need you to contact the installers for more information. We need to know exactly what chapter number and step number the installers were on when this happened, a rough estimate is not sufficient. What was the wall type that it was being installed against (wood studs, steel studs, masonry, etc.)? How many connection points was it installed with? After the collapse, was any parts still attached to the wall? Did the installers have any trouble attaching the bed to the wall or were any steps skipped? Had the installers reviewed the "STOP - SAFETY CHECKLIST" points? We also need photos of the current condition of the bed including an overview of the work area showing the main parts (sides, doors, etc.) and we'll need to see the wall it was attached to. Specifically we'll need to see photos of the Top Nailer (this is the part with the yellow warning tape). Please review all these items with the installers and respond with the answers and photos. Once we get this information we can proceed with the investigation to determine the cause.

• Initial Complaint

  Date:02/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a full size black metropolitan ****** bed on Dec 1st, 2018 from bredabeds.com for $1,500. A week ago I moved the bed, after watching bredas disassembly videos online. We moved the cabinet, after disconnecting it from the wall and it literally fell apart and collapsed. These are heavy laminated particle boards that make up the cabinet. I have sent multiple emails to ****** in customer service and several phone calls later he finally sent an email that the 3 particle boards damaged would cost $259 and another $248 to ship it. ******, by his own admission, stated the Breda disassembly instructions were wrong and they are in the process of putting new ones online. I also messaged the owner via linked in and no response i would pay for replacement parts but Breda should cover shipping as they are partially at fault for their incorrect disassembly instruction, which contributed to the damaged pieces.had the correct videos been presented, this issue would not have happened.

  Business Response

  Date: 02/06/2024

  Hello *******, unfortunately this order is over 5 years old and the wood parts are 4 years out of warranty. We think there may have been some misunderstandings between yourself and the customer service agent because we don't have any changes in our instructions that are "in process" related to disassembly. In the 5 years since your order, we've made 9 updates to our instructions, although those changes are usually minor since there are no "incorrect" steps that would cause the bed to fall apart. If there was critical issues, we would have certainly updated our instructions and notified our customers.
  
  We have reviewed both our video for removing the Bed Face Panel and the paper instructions chapter for disassembly and absolutely do not see "incorrect" directions. Disassembly is the exact opposite process as the assembly, and if there were incorrect information, you would have had this damage 5 years ago during the initial assembly. The reason for your damage is that you tried to move the Bed Cabinet side-to-side after detaching it from the wall, and in doing so, it twisted the joints enough to break them, but the instructions do not say to do that. In fact, the damage could have been prevented if you had followed the directions because Step 3 says to lay the bed on the floor and unlock the cam fittings directly after detaching it from the wall (see attached). Had that been done, the bed would not have broken as it did. We've sold over ****** ****** Beds to date, and many thousands of those have successfully moved their bed to a new location following the exact instructions you did.
  
  We have not received any message on LinkedIn. We provide customer service through email, phone, and live chat on our website.
  
  The quotes we provided are our hard costs for parts and shipping. The shipping quote provided came directly from the shipping company. It's our policy to never profit from someone else's misfortune. In this case, an error was made during disassembly beyond our control. With that said, in the interest of customer service and resolving the issue, we can reduce the overall cost by $100, however this is the most we can reduce the cost. We hope this offer will bring a resolution to the situation.

  Customer Answer

  Date: 02/06/2024

   
  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.  I am willing to pay $259 for replacement parts and $148.56 for shipping for a total of $407.56.  Please have BredaBeds invoice me at ****************** and I'll pay for the replacement parts.  I appreciate it that the business was willing to offer a resolution of this matter so that I can put my bed back together.  
  
  Sincerely,
  *********************************

• Initial Complaint

  Date:11/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business has provided poor customer service after reporting to them multiple issues with their ****** bed product. Issues identified included poor quality materials that were easily damaged including chipped particle board/veneer, and a situation where a s**** broke through the front door panel after following provided installation instructions and using exact materials provided. In addition, there was a non functioning foot piece. Further, the bed spring tension was too tight and the resolution would have involved taking off a significant component of the bed (the doors) to resolve them OR having to precariously climb into the bed and use coins to release tension which is a complete safety hazard. The business committed to providing us a replacement foot, but then never sent it after multiple emails. I had to call again and speak to different representative to get the foot shipped. When I followed up about the door, they said they would send us a replacement door. However I then followed up and they said that the damage was our fault, which they concluded from a single photo showing the damage that we must have used a longer s**** than provided. We did NOT use a different s**** We used the exact materials provided and installed them exactly as described in the installation guide (see photos). The amount of money we paid for this piece of furniture does not correspond to the quality of materials. Further, it can not be concluded from a photo that we are at fault for the damage. Based on our measurements, the materials provided were flawed and of poor quality. I am seeking a refund of the damaged product as it is non-functioning and not as described on their website. Further, the companies lack of accountability, poor communication, and false claims to providing replacement parts to remedy the issue is unacceptable. They are selling a faulty product that does not function properly when assembled and have falsified promises to remedy the issue.

  Business Response

  Date: 12/06/2022

  We're sorry there was miscommunication regarding this issue. 
  Regardless of the issue pointed out below, a replacement door has been shipped out to you.
  You provided us with pictures of the s**** you claim penetrated all the way through the face panel.
  The face panel and steel frame are 13/16" in thickness.
  The threaded portion of the s**** you provided the picture of is only 5/8".
  This leaves 3/16" of space before the s**** would penetrate the front and it is physically impossible for this s**** to have penetrated the panel.
  The method we pointed out to reduce tension is a much easier way to accomplish it and it is totally safe and how our installers add or remove springs.
  Should you not want to employ this method there are 2 other ways described in the manual.

   

   

• Initial Complaint

  Date:06/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scam!$3600 and what shows up is particleboard, even though they convinced me this was some sort of a special process that eliminated all the problems that particleboard traditionally presents.There is no special process. They lied about an "industrialized core" method that prevents chipping on the edges. Almost every edge was chipped and damaged upon arrival. This thing showed up damaged, with the edges already chipped and crumbling. They assured me that the pictures I sent wouldn't be visible once assembled. Wrong again. And of course by the time I paid two guys to put this thing together... Eight hours! It was clear that the damage was absolutely visible. The shelves they sent for the cabinets had to be cut because they were all a quarter inch too long. I paid for that!I waited an extra long time for shipping because they were waiting for hardware which they ended up not sending. At this point the bed is completely assembled without hardware, which means I have to get a stool to open the bed and cabinets since I can't fit a finger in between the two. At the time of this submission the hardware has still not arrived. They told me that in order to return this damaged item, I would have to pay $450! "As part of the return policy I agreed to". Please be aware that you are agreeing to pay this restocking fee even if your item shows up damaged. Their solution was for me to pay somebody to completely disassemble The bed, send the damaged parts back 75% of the parts) and wait weeks to have them ship replacement parts. Disassembly and reassembly wouldve cost me $1500 And they know this.This company is a scam, and looking at all the reviews online it is clear that they have been doing this for a long time to many people. Please get involved!

  Business Response

  Date: 06/30/2022

  The customer has a number of damaged parts which they brought to our attention while unpacking the pallet. At that time, we gave the following options:
  
  Option 1: Replace the damaged parts.
  Option 2: If she wanted to return it, we would wave the restocking fee due to the damage and only pass on to her the cost of shipping which was $450.
  Option 3: For keeping parts as-is, we would issue a $450 refund.
  
  The customer neglects the fact that we offered replacement parts BEFORE assembly and it was their own decision to install the bed with damaged parts. We never expect customers to settle for damaged parts, but we had given option 3 as a convenience. Nowhere in their description of events do they mention that we have given them $450 for keeping those parts as-is which was what they had chosen. It is completely false that we requested the customer to send damaged parts back to us before sending replacements. It doesn't even make sense, because those parts would need to be disposed of anyway.
  
  The claim that we have a special process that eliminates problems with particleboard is a misunderstanding. All particleboard is sent to labs which grade them into ANSI standards. The material we use meets or exceeds all standards for the highest grade, "industrial core" (A208.1-2009 M-2), which has roughly twice the density as "commercial core" that most are familiar with. We are not the manufacturer of the material and we do not make the claim that industrial core cannot be chipped or damaged, but it is roughly twice as strong as what most are familiar with when they hear "particleboard".
  
  Our shipping damage rates are very low, they're about half the national average for freight shipping. In the rare instance that it does happen, we always offer replacement parts or a partial refund and let the customer decide how they want to proceed. Customers also have the right to reject a shipment outright at the time of delivery and there is no return charge. If the customer was this unhappy with the damage, they should not have installed the product with damaged parts and instead taken our offer for replacements or rejected the shipment.

  Customer Answer

  Date: 06/30/2022

   
  Complaint: 17504120
  
  I am rejecting this response because:

  While I never got to the part of the conversation that would have informed me there was no need to send damaged parts back, I WAS told that replacement parts WOULD take weeks to arrive. And considering I had sold all my old furniture this was not a viable option. As far as assembling the product, I was told that the shipping company would have clear communication with me regarding arrival, and I did not receive any info until 45 minutes before the package arrived in the pouring rain. I was in the middle of my workday and it was miraculous that I was able to convince two carpenters to come and put it together. I sent them pictures of the damage that I had unpacked so far, and they assured me that it was in non visible locations. At that point I had to go back to work and was unable to spend the next eight hours with the handyman inspecting every piece as it got assembled.

   

  at this point the ONLY good business move would be to offer me a larger creditan amount they would have to spend replacing and shipping the parts anyway. $450 Hardly makes up for eight $3600 bed that is 75% damaged. It also does not take into account the extra money I spent with carpenters having to cut down shelves. To make the customer pay for their mistake is unsympathetic to the major inconvenience they caused and is not indicative of better business. Which is why I have contacted the BBB. 

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

  Business Response

  Date: 07/06/2022

  The claim of receiving a bed that is "75% damaged" has not been substantiated by the photos shown. The bed was shipped with 33 wood parts, 30 drawer parts and 3 boxes of hardware that each contained dozens of smaller sized parts, however we have only been shown 5 or possibly 6 parts with issues, some of which appear to have some sort of white marks which should be able to be cleaned off. We feel that for the evidence shown that our offer for a $450 refund is more than fair. If you felt these parts were unacceptable, then you should have taken our offer for replacements instead of installing the bed with those parts.

  In the interest of resolving this, if you return the frame and mechanism, we will issue a full refund. We can provide a pre-paid shipping label for those boxes and schedule a pickup at your home, you'll simply need to package those parts up. If you would like to proceed with this, let us know and we can provide additional instructions.

  Customer Answer

  Date: 07/12/2022

   
  Complaint: 17504120
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  as usual you continue to ignore the fact that it cost me $1000 to put this bed together, and it will probably cost me a similar amount to take it apart. Now add to the fact that I already gave my other furniture to my daughter so I would also be out the money it would take to replace that. When I say 75% of the bed is damaged, that means 75% of the parts you sent have some sort of damage to them. Theres obviously no resolve to this other than you giving me a bigger discount. And an even better solution would be that you packed each piece with cardboard between the sections so all of this damage couldve been avoided, and even better yet you actually do like you say And use a higher quality particleboard so that this damage didnt occur to begin with. But its obvious that youre dealing with such a large Product that youre used to customers bending over and accepting the sub standard product simply because the logistics and expense of returning it is to much. Shame on your entire company.