Gorgeous furniture, genuinely one of the worst delivery and communication experiences I've had with…read moreany company.
I spent two and a half months searching for the right bed -- I needed a very specific look plus real storage underneath, which is a harder combination to find than you'd think. When I finally found this one, I was thrilled
I ordered around Thanksgiving and was quoted 6-8 weeks for delivery, which came in close to seven weeks -- right on schedule. The problem started at delivery. I'd paid for white glove service, and the team that arrived could not get the bed together. After working on it, they determined the company had shipped mismatched parts from two different versions of this bed -- one with a platform base, one with a hydraulic lift storage base. I'd received the drawers for one version and the headboard for the other. No assembly instructions came with it, and the instructions the company tracked down over the phone still didn't match what was in my house. Because the installers were on a time limit, they had to leave with a half-assembled, incorrect bed sitting in my bedroom.
When I called to sort it out, I was told I'd simply need to "deny delivery" -- even though the crew had already left. After more back and forth, they agreed to arrange a pickup of the wrong pieces and asked if I wanted to reorder. I asked for 24 hours to think it over, then called back the next day to confirm. No one picked up. My husband had to call from a different number before anyone answered. I was then told I'd personally need to call the shipping company myself to schedule pickup of the incorrect bed -- which then sat fully assembled in my basement for two weeks before it was collected.
I was told the replacement would take "another six weeks, maybe four if it could be expedited" -- all verbal, nothing ever confirmed in writing. I emailed for an update on February 19th: no response. Followed up March 16th: no response. Followed up March 30th: no response (my husband called and was told it was "waiting to be delivered"). I emailed again April 16th and finally got a reply saying the item had arrived at their warehouse the day before and was being scheduled. I heard nothing further until I followed up again on April 21st, when I was finally given a tracking number. The replacement didn't arrive until May 6th -- roughly three months after the original failed deliver.
When it finally arrived, I learned the first delivery may have failed partly because parts were missing from that shipment too. The reassembly was also rough: exposed screws, uneven feet, and no center support beam. We didn't trust it enough to leave as-is, so we bought our own support board. That was on top of an expense we'd already had to absorb during the months-long wait: we'd gotten rid of our old bed frame expecting a February delivery, so once it was clear the replacement wasn't coming anytime soon, we had to buy a cheap temporary frame just to keep our new mattress off the floor.
hrough all of this, there was no real acknowledgment of what had gone wrong -- no proactive updates, mostly just "we're a small business" as an explanation. I understand the constraints of a small operation, but a simple "we're on it, here's confirmation, I'll check in by Friday" would have gone a long way. Instead, I had to chase every single update myself, often unanswered.
The furniture is genuinely beautiful, and I couldn't find anything comparable elsewhere for the price -- I looked. If you're local and can buy in person, you may have a much better experience. But if you're ordering for shipping and delivery, go in with your eyes open: get every promise in writing, and expect to do a lot of the follow-up yourself.
