ComplaintsforThe Bedroom Source

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with the Bedroom Source which was delivered in August 2023. The order was for a full sized Seaview loft bed and desk, with matching dresser and side tray accessory. I paid $5,234.60 for the furniture set. In January 2024, I noticed several cracks in the wood in various spots on the loft bed, attached desk, and dresser. I contacted the company via email on January 29, 2024. I heard back promptly with a request for pictures, which I sent the same day. Many emails and phone calls were exchanged back and forth where we tried to come to a resolution. On April 18, 2024 the Bedroom Source offered two options: 1) a one time exchange of the furniture with the understanding that the same cracks would likely happen again or 2) a $500 refund. Neither option really seemed fair given the price I paid for the furniture and the short amount of time it lasted, but since it was likely that the same issue would happen again with a replacement, I said I would accept the $500 refund. Now, more than 30 days after their offer was made, I still haven't received the refund or a confirmation that it's being processed. I've spent far too much time and energy dealing with this company, and they clearly don't want to stand by their product warranty. I also paid a premium price for this furniture which I believed to be good quality and supported by a reputable A+ ranked business. I believe they should refund the entire purchase given the poor craftsmanship of their product and horrendous customer service I've experienced. This is not what I'd expect from an A+ ranked company.

  Business response

  06/17/2024

  To whom it may concern: ******************** agreed to accept a refund of $500 to keep the furniture. There have been multiple communications by email between us and the customer regarding this. We were looking for the easiest way to send her $500, since multiple credit cards were used for her purchase. Both the store and customer agreed that a check for $500 was the best way to resolve this. Prior to a check being mailed, we received a BBB complaint. We would like to still refund the $500 as ******************** agreed to but wanted to respond to this first. 

  Customer response

  06/17/2024

  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 would; however, ask that The Bedroom Source promptly release the check.  It has been many months of back and forth and two months since they said they would process a refund.  There was ample time for them to do that prior to me filing this complaint, so I hope they will do as they say so we can close this matter.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

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