ComplaintsforCustom Kids Furniture
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Complaint Details
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Initial Complaint
05/05/2023
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
Transaction Date: April 12, 2023 Amount: $217 We purchased a bed for our daughter from the company on April 12th. It arrived damaged a few days later, and we decided we no longer trusted the quality of the bed for our small child. I emailed the company requesting support for the return since we were within the 30 day return policy window. The company ignored my request for a return and essentially told us they were sending us a spare part and so could not accept a return. We did not want the spare part. We want to return the item as we are in our right to do per the policy on their website. If the company refuses to cooperate with the return process per their policy then we believe we are still owed a full refund of the product.Initial Complaint
01/05/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Please please stay away from this company at all cost and don’t buy anything from them!!!!! We preordered a house bed from this website in june 2022 and the bed did not show up till late October - nearly one month late from original promise date. The bed came with parts broken and no hardware package. We contacted their customer service and finally after tons of e-mail they shipped the hardware. When we assembled the bed together, the hardware did not even match the manual in terms of quantity and shapes. We were furious and still have not got a resolution yet. I so regret buying from this website. Parents and grandparents, stay away from them and avoid the frustration!Business response
01/06/2023
Hi *****
We are sorry to hear that you weren't happy with your purchase. The bed you ordered was backordered, and we publish backorder dates on our websites. If the restocking date changes, we let customers know and we will cancel and refund backordered purchases upon request. Our records indicate that we have shipped you all requested replacement hardware and parts. Please let us know if you need anything else, and we will make sure you get everything you need.
Best Regards,
Custom Kids Furniture Customer Service
Initial Complaint
11/15/2022
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
The business sent the wood pieces but no hardware to put it together with. They have been very hard to get in touch with. I have called multiple times and sent multiple emails. They keep giving me the run around and I am not receiving the hardware or a partial refund. I would like a partial refund or the hardware so I can put the bed together.Initial Complaint
11/15/2022
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
We placed on order 1/26/2022 at Custom Kids Furniture for $2132 (bunk beds); the beds arrived damaged and unsafe. The company said they would send parts. Initially with dates (June), and with each interaction it has been more vague. They said the parts were delayed and then they have just told us that they can’t find the parts and now lost recently, they are now saying they are looking for a supplier. I have asked for a credit, I tried asked for a timeline/deadline and they said they won’t give us anything per their policy as they are still looking for a supplier. It’s been almost a year and they did not deny that they could be looking for years for this supplier. I just want my money back.Initial Complaint
08/11/2022
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
I contacted custom kids furniture about a bed I purchased. When I put it together the screws broke off on the inside of the bed in 3 different spots. I had to drill into the already made holes because the screws didn’t fit so I made it a bit bigger, when I screwed in the screws it didn’t put the bed together the screw top broke off and the screw had to be hammered in because I couldn’t take it out. Then I was forced to drill holes in spots that didn’t have the set holes because of this. When I contacted customer service they told me I couldn’t return the bed because I had set it up already and I explained to them that even if I could return it I wouldn’t be able to because I can’t take the bed apart without it literally being broken apart. They then insulted me by saying it put it together wrong and I even sent pictures to show what I was talking about. Now they’re ignoring my emails and won’t return my call to resolve the issue. I tried to leave a review on their website but it won’t allow my post to post. I also noticed that they conveniently only have 5 star reviews posted on the site. All I want is a refund.Initial Complaint
04/12/2022
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate business
I ordered a Kids custom bed and put it in storage because the contractors fixing my house were so far behind . It was just under a year later and I pulled the boxes out to set the bed up. We noticed a box was missing and found the shipping receipt. It was never sent . The company agreed it was never sent and has plenty of that number box in storage but refuse to send it. They said because it’s been almost a year they will just bill me for a full new bed if I want one. I’m an RN that worked on the front lines and I bought this for my child with special needs. This is how they treat good American people . They are criminals !Initial Complaint
09/09/2021
- Complaint Type:
- Billing Issues
- Status:
- BBB unable to locate business
No February 26, 2021 i purchased a bed for my grandsons, from Custom Kids Furniture; paypal invoice # ***************** ; transaction ID * ***************** Custom Kids Furniture order * ****. I have an extensive thread of emails with them asking for a delivery date. As of yet they have not shippped me this furniture. They continually reply via email and tell me by the end of March, then late April, early may, then mid June, then late July, then August…. When i try to call they will not answer the phone, when my daughter called (different last name different area code) they answered. This bed was purchased for my grandsons, as they were both starting school this year and this would give enough “transition “ time as my one grandson is non verbal autistic. With this bed being for them, and this being the one bed they both loved, i found myself being extra patient, wanting the boys to be happy about their big boy bed.
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Customer Complaints Summary
7 total complaints in the last 3 years.
0 complaints closed in the last 12 months.