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:03/24/2025

  Type:Delivery 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 bought furniture online. 3 beds and 2 dressers. One bed never arrived. The company acknowledges this as they say it got stuck in shipping. But they never resent it nor refunded me. I have emailed for weeks, literally at least 20 times, I have called and left voice mails asking for return calls, I have done chat with botts. Email is also like botts. I can't tell. But I have spent many hours trying to deal with this and my daughter has slept on the floor for a month now. I will also contact my credit card but I think this is so dishonest and cruel to waste my time like this and ignore my emails, make me sit and wait for something that is never shipping, etc.

  Business Response

  Date: 03/25/2025

  The customer contacted us on 2/10 requesting the cancellation of one of the two full beds she had ordered. On 2/11, we processed the cancellation of this bed, and the customer was set to receive two twin loft beds and one full loft bed. On 2/17, the customer reached out to inform us that she did not receive the full loft bed and requested a replacement, preferably a twin loft instead. We initially attempted to locate the full loft bed, which appeared to still be in transit, but since there was no movement with the shipping company for over a week, we decided to send the requested twin loft bed.
  
  On 3/13, we issued the customer a replacement invoice for the new twin loft bed. The customer confirmed the invoice on 3/20, and the replacement began processing. The twin loft bed is now in transit. However, due to some confusion with multiple emails, we also refunded the customer for the full bed that never delivered on 3/20 as requested, and we sent her a confirmation of this refund on the same day. Since the customer has been refunded, we will be turning the replacement bed around back to our warehouse. 

  Customer Answer

  Date: 03/26/2025

  I think the issue is resolved.  Thanks for your help. They refunded my money.

  Customer Answer

  Date: 03/27/2025

  
  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 think the issue is resolved.  Thanks for your help. They refunded my money.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/07/2025

  Type:Billing 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.

  On 9/30/24, I purchased a loft bed set including a staircase with drawers, a dresser and a desk with chair from Maxtrix/Maxwood Furniture. Upon delivery, both the staircase with drawers and the desk arrived damaged. I promptly reported these issues to Maxtrix Furniture and was assured that replacement parts would be provided. Despite these assurances, I have been waiting for over two months for the replacement staircase to arrive. During this period, Maxtrix Furniture held a ‘Black Friday’ sale offering the same items at a reduced price. I requested a price match, considering that my order was still incomplete due to the damaged items. The company declined, stating they are "unable to price match items that have already been delivered," despite the fact that my delivery was incomplete and the products were unusable due to the damage. The prolonged delay has caused significant inconvenience. We had to unbox and rebox many components of the loft bed and store them for an unknown duration, which added stress and confusion. Communication from the business was poor and lacking. Due to inadequate storage space, we became a burden on a family member by storing the items at their place. We have been sharing a bed with our toddler for four months while we’ve waited for her bed to arrive. This situation has been unfathomable, representing the worst customer service and longest wait I have ever experienced. I am seeking the following resolutions: Compensation for Inconvenience: A partial refund to account for the prolonged delay, additional storage burdens, and the stress caused by the situation. Price Adjustment: A price match to reflect the sale price that was active during the period I was awaiting the replacement parts.

  Business Response

  Date: 02/07/2025

  We have reviewed their case, and we fully understand their concerns regarding the delayed replacement parts and the issues with communication.
  
  We have already reached out to the customer via email and will be honoring their request for a price match, adjusting the price to reflect our Black Friday sale. We hope this resolves the outstanding issue and shows our commitment to providing better service moving forward.

• Initial Complaint

  Date:12/05/2024

  Type:Product 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.

  On April 11, 2024, I purchased a desk and chair (Cost including taxes, $663.40) from MaxTrix Kids for my six year old and as part of a larger order that included a full loft bed etc… (Total order, $2714.59). I used ******/****** Credit to pay for this order. I noticed immediately that I forgot to apply the (MaxTrix) BIRTHDAY discount code as advertised on their website. So, I emailed MaxTrix Kids asking if they would honor the discount or if I should cancel my order. They agreed on April 12, 2024 and issued a birthday discount $114.79 refund to my ****** Credit. I received the furniture order on May 3, 2024. I assembled the desk and chair on May 12, 2024 only to discover that both were not functional (defective). I disassembled the furniture and repackaged both. I submitted a form via their website and sent an email to them describing the issues: The chair back does not fasten on completely. The desk kneehole is too low, such that my then six year old, and 11 year olds legs rub the center desk drawer when seated and you can’t sit fully scooted into the desk. Mia, from MaxTrix emailed that I would have to pay return shipping, a 20% restocking fee and supply photos and videos. I called them and asked to speak to a supervisor. She refused to connect me. I filed a dispute with ****** Credit three times and MaxTrix Kids cited their birthday discount refund as evidence for desk/chair refund. ****** Credit told me I have to contact the merchant. I emailed MaxTrix on October 7, 2024 with photo/video. They agreed to issue a refund. When I inquired about the refund a couple of weeks later, MaxTrix told me I had already received a refund from ****** Credit even though I gave them statements showing otherwise. I filed a complaint with South Carolina Dept of Consumer Protection and provided 6 months of statements showing no refund. They agreed to issue a refund via check. I have not received a check. They have also not addressed what to do with the defective desk and chair.

  Business Response

  Date: 12/10/2024

  We apologize for the delay in processing and shipping your refund check. The check was mailed out on Monday, 12/9/24, and is expected to arrive within 3–7 business days.

  Customer Answer

  Date: 12/12/2024

  Hello,
  I have not received a refund check to date in the amount of $663.40 from MaxTrix Kids/Maxwood Furniture. And, USPS Mailbox Preview does not show that there is mail arriving from Maxtrix Kids/Maxwood Furniture. USPS Mailbox Preview sends emails showing mail to-be-delivered, up to seven days before it is delivered. I am concerned that they are once again giving me the run around and appearance of appropriate follow up. Maxtrix Kids/Maxwood Furniture has repeatedly not issued a refund even though, they first stated that they had issued a refund on October 15 (via ****** Credit). Then, when I inquired a couple of weeks later about the missing refund, they proceeded to argue that I had already received a refund from ****** Credit, repeatedly, despite evidence provided to the contrary. After being in touch with the Department of Consumer Affairs, they stated they would send a refund check. I had provided 6 months of statements showing no refund had been issued. I still have not received a check, over a month later. Now, Maxtrix Kids/Maxwood Furniture reportedly mailed a check on Monday but there is no evidence that this has happened.

  I have attached 4 email communications showing all of this: Two emails to the Department of Consumer Affairs attention Kim Davis (****** Credit Dispute Letters and Statements etc… ) and two emails showing their arguments regarding ****** Credit (Defective Desk and Chair I purchased…Part 1 and 2).
  

  Customer Answer

  Date: 12/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have not received a refund check to date in the amount of $663.40. Neither does USPS Mailbox Preview does not show that there is mail arriving from Maxtrix Kids/Maxwood Furniture. USPS Mailbox Preview sends emails showing mail to-be-delivered, up to seven days before it is delivered. I am concerned that they are once again giving me the run around and appearance of appropriate follow up. Maxtrix Kids/Maxwood Furniture has repeatedly not issued a refund even though, they first stated that they had issued a refund on October 15 (via ****** Credit). Then, when I inquired a couple of weeks later about the missing refund, they proceeded to argue that I had already received a refund from ****** Credit, repeatedly, despite evidence provided to the contrary. After being in touch with the Department of Consumer Affairs, they stated they would send a refund check. I provided 6 months of statements showing no refund had been issued. I still have not received a check, over a month later. Now, Maxtrix Kids/Maxwood Furniture reportedly mailed a check on Monday but there is no evidence that this has happened.

  I have attached 4 email communications showing all of this: Two emails to the Department of Consumer Affairs attention Kim Davis (****** Credit Dispute Letters and Statements etc… ) and two emails showing their arguments regarding ****** Credit (Defective Desk and Chair I purchased…Part 1 and 2).
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 12/13/2024

  We can confirm that a check was shipped this week via USPS. It may take 5–10 business days to arrive.
  

• Initial Complaint

  Date:11/26/2024

  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.

  Received purchased item with missing assembly instructions, it is also not available on their website. After over 20 attempts of contacting them I am told they have to look for the assembly instructions, but they never contact me back. Have made multiple attempts to contact again. In description of sale, it states assembly instructions included along with all hardware, yet it is missing on their behalf and they will only refund if I cover shipment back even though it is the sellers mistake. Shipment back is nearly $100.

  Business Response

  Date: 11/26/2024

  The customer contacted us yesterday requesting a return and mentioned not having instructions. We informed her that we can provide return shipping labels and arrange for ***** to pick up the shipment, with her covering the shipping cost while we waive the restocking fee. She requested the return labels and instructions yesterday. Assembly instructions were sent this morning at 10:11 AM and resent at 2:58 PM when she stated she hadn't received them. A representative will also be sending the return labels shortly.

• Initial Complaint

  Date:10/17/2024

  Type:Customer Service 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.

  They sent me a defective table all scratched and now refuse to replace the damaged table unless I donate it and I don’t have a car to bring this to a donation place and I’m supposed to provide proof I donated it before they will ship a new table, the other option is to ship it back at my own expense OR keep it and they will refund 50%. I bought a new table I expect to get what I paid for! I don’t want to keep a damaged table. This feels like a scam it should be illegal to be able to rip customers off like this

  Business Response

  Date: 10/18/2024

  The customer assembled the table and requested a replacement. Initially, we offered a $100 refund along with a touch-up kit, but the customer preferred a full replacement. We then proposed a larger partial refund, but explained that for a full replacement, she would need to donate the table and provide proof of donation. When she indicated that was not possible, we asked her to dispose of the table instead, again requiring proof of disposal for the full replacement. Additionally, we offered the option to return the table, with restocking fee waived.

• Initial Complaint

  Date:10/10/2024

  Type:Sales and Advertising 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.

  Max and Lily, one of Maxwood Furniture’s brands that is targeted towards children states on their website, their advertising and in their email communications that their products are made of solid wood. This information was a key feature that led us to spend approximately $600 on a new bed for our son. Upon receiving the bed, we noticed that the materials were not solid wood, and the shelves were damaged. We contacted Max and Lily’s customer support via email. They confirmed via email that they do not use solid wood despite their website claiming it in five different places. We asked for a refund and they said that we could return it, however we must pack and ship. Given that the product is a loft bed with a desk and shelf it is quite large and is nearly impossible for us to pack at home and we anticipate hundreds of dollars in shipping cost that we will incur. However, my bigger concern is for the other parents who are making a purchase based on false information. Personally, I would like the company to come pick up the item and take the onus of shipping off of us. But I also would like them to qualify the “solid wood“ claims across their site and in their advertising.

  Business Response

  Date: 10/14/2024

  The customer contacted us on 9/14 regarding damaged bookcase shelves. While the bed frame is solid wood, the shelves are made from engineered wood to avoid warping. The customer initially requested replacements on 9/14 and later the same day asked for a full refund. We’re happy to provide free replacements, but if the customer chooses to return the item, they will need to cover the return shipping costs. We have arranged for ***** to pick up the return on Monday, 10/14/2

• Initial Complaint

  Date:08/29/2024

  Type:Customer Service 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 did a order with Plank + Beam which is through maxwood furniture out of SC. it was supposed to be delivered to my address this past friday, but i came home friday night to around midnight saturday dealing with the passing of my uncle. when i got home, i did not see no package at the door. when i notified the company in regards to the order, they told me that their policy is to reship the item or get a store credit. i specifically told them i do not want neither and they will not refund my amount of my order. so in the end, i got gipped out of $420 Dollars and they refuse to refund my order. my uncle is being laid to rest this saturday and i do not have the patience and time with this company, i just want my refund

  Business Response

  Date: 08/29/2024

  ***** indicates that the order has been delivered. We can offer a store credit or a replacement for the missing items. We’re unable to process a full refund.

  Customer Answer

  Date: 08/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: THAT PIC DOES NOT HAVE MY APT NUMBER, THUS THEY MESSED UP MY ORDER, I DO NOT WANT NO FUCKING STORE CREDIT NOR NO RESHIPMENT, DO YA SEE IM GETTING PLAYED FOR $420 Dollars

   I JUST WANT MY REFUND, FINAL ANSWER
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 09/03/2024

  Since ***** has provided a delivery photo, we can only offer a store credit or a replacement. We are unable to process a refund.

• Initial Complaint

  Date:08/27/2024

  Type:Customer Service 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 was about to place an order last night and didn't realize that I completed it and reached out the following day to cancel the order. Per their email and website there is a 2-5 business days of processing. It also states on their website that if you reach out within 24 hours you can modify or cancel your order. They are telling me they cannot cancel my order and that I can return it with a 10% stocking fee. This is falsely advertising their cancellation policy and extremely poor customer service. I do not want the order especially after seeing how they handle any issues. I do not want this bed shipped to me and they are refusing to cancel it. I have attached a screen shot of the FedEx label they said was already being "handled" when all they did was create a shipping label with them. I also attached a screen shot of their websites cancellation policy and the email chain with their customer support.

  Customer Answer

  Date: 08/27/2024

  I would like to add this screen shot as well that also states that they are having delays with processing due to a hurricane which contradicts what the customer service department was stating in their email as well. 

  Customer Answer

  Date: 09/03/2024

  Please see attached email history.

  Business Response

  Date: 09/03/2024

  While we make every effort to cancel orders, those that are already being picked or processed cannot be canceled. This customer's order was in the midst of being picked, so we were unable to cancel it. Please note that we cannot guarantee the cancellation or modification of any orders, even if the request is made within 24 hours.

• Initial Complaint

  Date:05/21/2024

  Type:Customer Service 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 low bunk bed with a slide for my child from Max and Lily. I found the slide to be incredibly dangerous as it was too steep and slippery. I called customer service to ask if I can exchange/replace the slide for a slide from another model that seemed safer and was told that they cannot do that. I then asked to return/exchange the product and was told that there would be shipping and restocking fees and that I needed to process that on my own via the website. I found the sales rep incredibly unhelpful and uninterested when I expressed my concern about the safety of their product and my desire to replace or return for that reason. Now I feel stuck with this unsafe product unless I want to incur additional fees to return it. Their website also provides that the product must be unused and unassembled in order to process returns. I would not have known that their product was unsafe unless I had assembled and tried using it. The barriers they’ve put in place make it impossible for customers to return their products.

  Business Response

  Date: 05/22/2024

  The customer contacted us regarding a desire to swap her existing slide for another one listed on our website. A representative clarified that both slides comply with US safety standards and that the alternative slide is not sold separately nor available for exchange with the current one. We presented the option of purchasing a different guard rail to close the slide opening, but the customer declined this alternative.

  Customer Answer

  Date: 05/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I had purchased the bunk bed with the slide which is what we had wanted. When I expressed to Maxwood that the slide is unsafe (which they are already aware of due to the multiple reviews on Amazon stating as such), they rejected my claims and suggested that I should merely place a bean bag at the bottom of the slide to soften the landing. I told them that this didn’t make sense since my daughter would be colliding straight into the bean bag instead when she comes down a steep and slippery slide that goes straight down into the ground. The design of the slide is very much flawed. I asked them for other options and they could only offer (1) that I remove the slide (which I had paid additional for as a part of the bunk bed) and purchase a guardrail to close off the opening and (2) return the entire bed which would require shipping costs and an additional 20% restocking fee. I refuse to pay hundreds of dollars more for either of these options when I have already paid for the slide which I cannot use because, as they are aware based on previous customer reviews and complaints, is unsafe. 
  

  The only resolution I would accept is if they (a) accepted my return of the bed free of charge (Maxwood would cover my shipping and restocking costs) and provided me with a full refund, or (2) provided me with a safer slide (there is another model of the bunk bed with a slide called the easy slide that isn’t as steep). Otherwise, I am stuck with an unsafe product and Maxwood seems to be trying to get additional money out of me by only offering me the option to purchase the guardrail (in which case I would not be able to use the slide I had paid for) or pay shipping costs and a 20% restocking fee to return the product. 

  
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 05/22/2024

  Our slides comply with US safety standards and are deemed safe for use. However, we recommend children aged 6 and above use the slide beds an all raised beds. Additionally, a representative recommended placing a pillow at the slide's base if a child experiences difficulty with the slide. Should the customer opt for a return, we are willing to waive the 20% restocking fee, but the customer will be accountable for shipping expenses. We are unable to offer an alternative slide for sale or as a replacement.

• Initial Complaint

  Date:04/26/2024

  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.

  Multiple issues with Max & Lily quality control, damaged items & customer service. Many, many phone calls/chats/e-mails - often disconnected or unhelpful reps. - 2/11/2024: placed order #ML98072 for bunk bed, dresser, nightstand, bedside tray - 2/21/2024: despite no shipping notifications, items delivered via ***** - 2/23/2024: opened packages, significant damage to nightstand, dents in top of dresser. Requested replacement of nightstand & dresser top part. Sent pictures, told to wait 3-5 days - 3/1/2024: requested update, stated I would contact BBB, warehouse suddenly approved replacement nightstand (thanks!) but then chat disconnected after almost 1 hour! - 3/1/2024: new chat, supervisor unavailable (is there really just 1?), M&L now determined dresser top nonstructural, offered 10% discount off the dresser which I refused. Rep finally offered to send dresser top but I had to pay $12 for shipping which I refused, chat disconnected after 1 hour - 3/??/2024: After many more phone calls and again threatening to file BBB complaint, M&L finally agreed to send replacement dresser top at their expense (thanks!) - 3/15/2024: replacement nightstand arrived, appeared to have been repackaged. 2nd nightstand not only damaged but also nonfunctional, rails on drawer do not match and drawer does not close. Maybe this was someone else's return? I requested 2nd replacement, sent pictures - multiple e-mails/chats/calls, no resolution - 4/11/2024: e-mail from M&L stating they do not have my pictures showing damage to 2nd nightstand, I sent everything again - multiple e-mails/chats/calls, no resolution - 4/23/2024: after over 1 month debating this 2nd nightstand, M&L suddenly asks for video proof of nightstand being nonfunctional. I am located in another state and this would take me 1-2 weeks. - Today: These issues have dragged on for over 2 months. The 2nd nightstand is clearly repackaged/damaged based on my pictures and I'm asking for a replacement ASAP.

  Business Response

  Date: 04/26/2024

  In February, the customer contacted us regarding a damaged nightstand and provided accompanying photos showcasing structural issues. Subsequently, on March 1, 2024, a complimentary full replacement for the nightstand was arranged. While a 10% discount was offered for imperfections on the dresser, it wasn't extended to the nightstand.
  The replacement nightstand was delivered in good condition, having not been previously returned. However, the customer has reported difficulties with its functionality, alleging it does not open and close properly. To proceed with another replacement, we've requested a video demonstrating the issue.
  The customer called in and they indicated they are not home and unable to provide the requested video. We assured them there's no specific timeframe for submitting the video; it can be sent whenever they're able.
  We are unable to accommodate the customer's requested refund amount of $1172.03.

  Customer Answer

  Date: 04/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Max & Lily notes that they only requested the video on 4/23! That is exactly my point - this was 2 months after I reported the original damaged nightstand. It took at least 10 contacts (phone/email/chat) to get a replacement, which was also damaged/non-functional. And now it has taken at least 20 additional contacts and a BBB complaint to get to this point. And I still don't have the nightstand I paid for!

  Max & Lily customer service is horrible and this appears to be another stall tactic. I am requesting a new nightstand now rather than debating the content of the video over the next few weeks or months. I will submit the video (and return both the damaged nightstands as needed)  as soon as I visit the property.

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

  Business Response

  Date: 05/01/2024

  Our policy does require a video demonstration to understand the issue fully before proceeding with a replacement. We believe this step ensures the most accurate resolution. Unfortunately, we can't send a replacement nightstand until we receive this video. However, I understand your urgency and will prioritize your request for a new nightstand once we have the necessary information.