ComplaintsforTots to Teens Furniture & Rainbow Play of NC

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Date of Order 10/16/2020 I bought 2 beds, a desk , 2 dressers, and a crib for them and literally all of the items are in the trash. The first set of beds was assembled incorrectly with no brackets and screws and slats backwards an absolute mess and broke right away because it was installed with the wrong slats and screws for a completely different model and size bed. Tots to Teens came out and said they were going to fix it and the parts came in they put my beds on lack crates and said oh thee aren't the right pieces we need to order them. That was over a year ago. The desk hut was never installed and because the rails to hold it up were never installed properly, and the first dresser I bought that was part of the set started to peel. At first I thought maybe its the kids they got something on it I have 3 boys so you know anything is possible. Silly me relocating from ** and not knowing where to get kids furniture from I bought another a dresser a red one it was on clearance so I said what the heck I was in to buy my youngest a crib so I placed the order. BIG MISTAKE The corners of the corners of the dresser literally peeled off and bubbled and the bottom of the crib they brought me bent and fell out when I put the crib mattress on top...nothing special just a regular crib mattress...Now fast forward to 3 weeks ago I get a call...Now this is comical that the bed slats from the first two beds are finally in and they want to come install them...let me backtrack a little and provide this very important detail this by saying I bought those beds, desk and dresser in August of ************************************************* 2021 Please tell me where you think those beds are I have moved from a 3rd floor apartment to my own home since then. After the person who called me from Tots to Teens to tell me about the slats looked at the record she admitted it was ridiculous and she would call me back,guess what I am still waiting on that call back Cost: $1147.52

  

  Business response

  04/11/2023

  Hi,

   

  Thanks for sending this over to explain what *************** has stated. I have provided service dates and what happen on each service date along with pictures of what taken place. According to *************** she has two beds with issues, a hutch that was not connected, and a crib mattress that was bent. As you can see from our photos and service notes of what has taken place those items were repaired. Now, on our part we did have that one set of bed rails were still owed however from the install team and photos provided that was already taken care of but never marked as complete in our service system. The individual that was handling these service issues for our store was the previous owner of this store by the name of *************** of AASK enterprises. She stayed on for about 6 months after selling to me before passing in June of 2022. It was after this time myself and the new employee put in charge of handling service issues we came across the none completed service note and completed to get another set of bed rails needed for the second bed. ***** our operations manager tried to make contact with *************** to complete this second bed and last item according to our service system notes. It was at this time that *************** had reported she had thrown away all items she had received from us here. Unsure of what to do she informed me ****** Person of the situation and I started to investigate the customer concerns and situation. It was at that time I was able to put together all the completed tasks, dates done, and what was done each time. For the crib mattress you will see from the photos the original photo of the crib during first delivery and it in good stable condition. The customer stated that her crib mattress support had bent and said she was unsure why. It was stated by our install team that one of the older children had gotten into the crib and bent the frame. You will see the photos of the bent frame and in the background you will see the other frame we sent to have it replaced. You will also see from the notes of what they took to replace that frame. The next was the hutch that connected to the desk. The customer stated she had not received hardware to connect her hutch to the desk. It was at this time I had our install team on the same day the crib support was done to have them install the hardware from our hutch and desk model off the floor. Due to the long time waits we thought this would be the fastest and best solution so she did not have to wait. The next stated issue was the bed with incorrect bed rails. The initial delivery the rails had broken and we contacted the vendor to make sure all parts that were need and correct and we sent a team out to install those new rails. The install team stated the parts were not correct and were unable to do those correctly. It was at this time I myself suggested to take some platform rails for the customer to use until we get correct parts for the beds. You will see those being used by the photos attached. We received new bed rails again and our guys went out to install those and you will see from those photos two bed with bed rails and slats installed. One set was already completed according to the install team and the other they pulled the footboard from the closet and installed the rails and slats. They were told to bring back the platform parts but was informed the customer didn't have one set of them. I said not to worry about that. You will see the photos of the lifted mattress where the bed that was already completed. The one without the mattress the footboard was pulled from the closet and installed with bed rails and slats. Now when the install team came back they did not close the service ticket but left it open. *** who was handling the service issues for our furniture during this time frame did not close this ticket out either. When *** passed in June of 2022 myself and the new operations manager ***** begin going through all service issues that *** was handling and saw that *********************** still had a open situation for one set of bed rails. When we got those in ***** tried to reach out to *************** to replace the one set of bed rails still showing on the service issue. It was at this time *************** stated she had thrown all items away. Confused on what to do ***** contacted me to look into the situation. After all investigation or service notes, service days visited, and photos that are all provided you will see that all items had been replaced and fixed per our agreement. Even the situation with *************** needing a second set of rails was not needed form the service issues repaired. We have currently 3 install witness to provided testimony to all stops and what was done. Photos, and service records. I am very sorry that *************** is upset about her experience but we have provided all parts of replacements for her items and even have an extra set of replacement for the bed she has thrown away. Any other proof our testimony can be provided if needed.

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