Jean A.

Ordered a bedroom set on April 14th 2020, the dresser came in damaged on 5/15. I sent emails with pictures of the damage to customer service. They in turn gave me less than $100 in credit for excepting the item with scratches and even through in some spray coloring paint to hide some of the defects. I received the replacement part on 5/27 and realized that I can't install it myself due to the parts coming in un-assembled. A tech was scheduled for 6/27 after numerous inquiries of where we are with this process. On 6/27 the tech came and declared that the frame for drawer was not assembled properly from the manufacture which is why the drawer did not fit in the first place. He wrote a report and took pictures that was sent to 1Stopbedroom. At this point I asked for a refund. Once confirmed that they received the report a customer service rep said that in order to receive a refund, I would have to pay back the money that was given for accepting the furniture with the damage. I paid the money back and requested the refund on 8/12. I have called 4 times since then inquiring about my refund and have been given conflicting stories on what happens next. First I was told yes, I refund will be given in 5-10 business days, then I was told who did I speak to they don't see the refund request. I then spoke on 9/15 to customer service and was told the same thing but this time he will follow up and call me back personally in an hour or by noon next day. Today 9/18 I finally spoke to another rep that seemed to finally tell the truth, it needs to be escalated to the GM for a refund due to them sending a tech from a different area that may not be as experienced as their in-house tech to try and fix the problem.

A - I've opt for a refund not to fix the dresser
B - I already substituted with another dresser

During these times we're all extremely sensitive to who we allow in our homes, I can't continue putting our family at risk for a transaction that should have been seamless.

Regards