ComplaintsforBurlington Bedrooms

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a $503.50 bed frame from Burlington bedrooms in January as we were remodeling a 2nd room. Upon opening the bed frame recently it was clear the frame had been assembled from two different bed frames, had multiple drilled holes and did not line up. We contacted the store and at first both ********* and **** would not offer a refund or store credit (even though our receipt said store credit was available if unsatisfied). **** said he'd come to our home and look at the bed. He came, saw the two different bed frame versions, said he remembered it and made one bed out of the two by drilling holes, adding pieces and that it was functional and he did not want the bed back. Best he'd do is 1/2 of our purchase price as credit. We said wed take the whole amount as credit and pick a new frame. He said, sorry no 1/2 store credit, glad we could work it out and left.

  Customer response

  05/31/2022

  I have not heard from the business in response to my complaint.

  Business response

  06/21/2022

  See atached response 

  Customer response

  06/21/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [On January 3, 2022 ******************* and ********************* purchased a queen size platform bed from Burlington Bedrooms. This bed frame was sold to us at a discounted rate of $500 because it had minor scratched on the footboard that they said they would repair before we picked it up. As you can see from the attached **** of sale it was not listed as a floor model or as being sold in "as is" condition. In addition you can see from the attached picture of the footboard the scratch was never repaired as was merely covered with a red waxy substance. As we told them we were remodeling our house and wouldn't be setting up the bed until the remodel was done. They, as a courtesy, completely wrapped the bed in plastic. In early May our remodel was done and we brought the bed in to set it up. Upon trying to set it up we became aware that the scratch had not been fixed and the bed was assembled from two separate bed frames with multiple holes drilled and none of it lined up to assemble (see attached photos). At this point we reached out to Burlington Bedrooms, ********* answered the phone, we explained the shape of the bed and how it does not go together and we would like to get store credit to purchase a new frame. As we were very happy with the two other bed frames and mattress we had purchased from them in December 2021, ********* became instantly defensive, said all sales are final and we would get nothing. We tried to explain, she repeatedly talked over ***** and would not listen or apologize for our dissatisfaction with the bed frame. She also would not honor the return policy stated on the receipt that store credit would be given. ***** stated she did not appreciate the tone and attitude ********* was giving her. She said ***** would call you on Friday, you must be setting it up wrong."
  On Friday ******************* called **** he explained to him that the bed did not go together, there were multiple holes drilled in it (see attached photos) and we would like to return it for store credit to purchase a new one. *************** stated that we were quite pleased with the other two bed frames and mattress and would like to continue working with them. **** then stated to **************** he did not want the bed back and the best he could do would be half of what we paid for in store credit ($250). **************** stated that is not what our receipt said and **** stated he would come out to look at it but he doubted he would do better than $250 store credit. On May 20, 2022 **** met **************** at our house in ********** he looked at the bed frame and said that he remembered it. He said that he had put it together from two different bed frames (head and footboard from one side rails from another) and felt that it was perfectly functional. **************** stated that's not what we bought, the bed frame did not physically go together and we would prefer he took the bed back and we got store credit like the receipt said to purchase another bed frame. **** then said, "I do not want the bed frame back and $250 store credit is as high as I will go no matter what the receipt says", he then began walking to his vehicle and said sarcastically "Glad we could work this out." **************** said "We didn't work anything out." and **** said again sarcastically "The best we are going to and you do what you have to do."
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business response

  07/12/2022

  See attached 

  Customer response

  07/13/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As stated in previous responses, this is an incorrect and inaccurate representation by Burlington Bedrooms. As referenced previously, the bed was fabricated from several different pieces of bed frames, multiple holes drilled in the frame that did not line up, no attempt at the repair of the scratch and not what we agreed to purchase.  As you can see in the attached photos, this is how the bed was sold to us. There are no missing pieces, just a mess of a bed frame. In addition, the sales receipt, attached in previous responses, does not reference their so called "sales final floor model" as this is simply not true.  We were sold a bed frame that was defective and we requested store credit. The receipt clearly states no refunds only store credit is available and not for half of what we paid (which is what they are offering). This is still a shock that they are not standing by their product. We bought two other bed frames and a mattress that we were pleased with but then Burlington bedrooms sold us this defective bedframe and refuses to back up their product, service and their own refund policy. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

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