1StopBedrooms

Had to repeat my self over and over because Simon wasn't listening

Half of the order delivered fine. No damages. No missing pieces. The other half was supposedly in stock, but has now been backordered and delayed twice. They did refund $75 for the wait. It's now November and I ordered everything back in August. Apparently the bed frame is on a national backorder so it must be a manufacturer problem, not necessarily one stop. I'll update again in December. If it gets delayed again I'll probably get another frame.

I ordered a bed frame and dresser in September 2021 and it is April and I still haven't received it. It's always delayed and they already took my money for it.

I loved the products and prices available on the website but there is some confusion on the description of items that are purchased.
I recently ordered a Daybed. When I did a search of the website I specifically put Daybed with Trundle in the description of the search. A beautiful wood daybed came up with a trundle underneath in the picture.
The description stated the trundle was on wheels and could be moved from room to room for convenience. After I purchased the item I started thinking that the word "optional" was also in the description but it did not specifically state whether it was included in the $1000.00+ price tag. I immediately sent an email to Customer Service and a response came back that I had to wait up to 48 hours for an email response. Not wanting to go past an order cancelation deadline and pay a restock fee I called the 800 customer service number. When it was answered it was very difficult to hear the customer service Representative with all the background noise and conversations. I specifically asked her if the trundle was included so there were no surprises when it was delivered. She read the description that was online back to me and stated that yes from the description that the trundle was included. I asked her again "are you sure the trundle is included" I didn't want to have to send it back if it was not included and she again told me that it was. Minutes later I received a response to my email questions telling me that it was not included. You can imagine my surprise at this and I responded that I had just been informed on the phone that it was and added the name of the representative that I spoke to. Minutes later I was called by the CS rep that I had spoken to so that she could inform me that the Trundle was indeed not included. I liked the Daybed so much that I asked about purchasing the trundle separately as I could not find it on the website. I was informed that I would have to call the next day because the sales team was not available after 5pm. I was so disappointed that I canceled the order.
In short Customer Service really needs to learn what is on the website so they can answer proficiently. Descriptions should clearly state what is included and what is not in a price if it is in the picture shown. Lastly if there is part of the picture that is not included in the price perhaps below the picture the optional piece can be shown in a separate picture with the price. ( much like it is seen on other sites like Wayfair, Overstock and Amazon)

We ordered the beginning of April. May 5, I received an email that said someone would call me within 5-7 days to set up delivery. Well. We are now past that and nothing. I'm very disappointed so far, I hope and pray once it finally gets to us that it was worth the wait. I probably won't order anything from them again

They said they delivered 2 nightstands only received 1.1 customer service lady was rude in from NEW YORK 5/27/2021. Y'all need better custom services, and we still haven't seen that 2nd nightstand. I will update y'all.

I just love this company. High merchandise and amazing customer service. The process was so quick and easy. Everyone was professional. Love the prices.

It seems that 1StopBedrooms was having difficulty with one of their manufacturers, which is why my order lingered in "Pending Confirmation" for over a month. It's unfortunate, as a furniture dealer needs a good manufacturer to provide good customer satisfaction.

Fortunately, once my complaint was elevated to a manager, I was granted a full and prompt refund. Thus, while I am disappointed that the order could not be completed, I am satisfied that they are trying to do right by their customers. I hope that they can find a better manufacturer and resume a proper flow of business.

I purchased a sectional from there and item stated free shipping, however, they charged me $150 for shipping. Was not happy for that as it's false advertisement. Other than that, the sectional is beautiful but the only problem is that the chaise sucks you in.

My only reason for giving the company a 3 is employee *, who provided top notch customer service through a tortuous process. The company should make him a Customer Service Manager!

My saga:
Dec. 4,2017: Ordered expensive AICO Lavelle Cottage Blanc bedroom set.
Dec. 6,2017: Received email with order confirmation, saying it should take 4-6 weeks.
Mid February: No product received, so I called 1StopBedrooms. I was informed all product was ready, except the headboard. It would take another month to get that. I started contacting AICO, the distributor directly. No response.
Mar. 21: Fed up, I tried to cancel the order. First, I was told I'd be charged a restocking fee. I blew up and said, "You can't charge me for a 'restocking fee' for product that hasn't shipped!" I was sent to a manager who told me that that employee was inaccurate. My product had been "released for shipment." He added that the delay was because, "Not many people order Cal King beds, so that took extra time." I asked for a name, so I could call back this individual and not have to go through a ridiculous phone system. * Gave me his extension--please take this step if your order goes awry--it made all the difference. So, now I''m overjoyed--product is coming at last.
Mar. 23: Product arrives. EXCEPT the bed came with Standard King rails--NOT Cal King rails. So, now I have a bed frame that my mattresses wont' fit. I called 1StopBedrooms immediately. * Confirmed my order was correct but "the manufacturer" sent the wrong product. He put in the order for Cal King rails, and some crystals were missing on the handles, which I also ordered. I called every week--one call to 1StopBedrooms, and a follow-up email directly to AICO. After 3 emails (3 weeks) I heard from AICO too, saying they would follow-up.
May 10: Cal King Rails arrive.
May 31: I received 3 handles to replace the ones missing crystals.
So, the order is complete 5.5 months after ordering.

Upside: I love the bedrooms set! It's everything I wanted. AICO makes stunning product!
Downside: This was a complete time-sucker of follow-up via email and phone calls.

Beware: When you send an email to 1StopBedrooms, you will get an automatic reply saying they'll get in touch with you shortly--never happens. The email says it's better to call. But when I called the main number the first time, I was 31 in the queue, and a message said it will be a 10 minute wait (I wrote this down). I played along--I kept the speaker on the phone on as I worked. As the queue number counted down, the wait time counted up. When I was caller #2, I was told I had a 46 minute wait time. I did get through, but it took about an hour. Later, a feature invited me to press a callback appointment. I did that, and I was called back.

Every time I called * extension, my wait time was usually less than 10 minutes--so get someone's name and extension number if you have to call back.

Also, * Emailed me consistently with new updates. He is the only reason I stuck with this company--he provided top notch customer service! He is the reason I give the company a 3 and not a 1. Thank you, *!

*Personal information redacted by admin