Sandra W.

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