ComplaintsforOverstock Furniture & Mattress
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Complaint Details
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Initial Complaint
11/02/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 8/28/22 we purchased the ******* full size bed frame with a mattress and box spring. When we got the items home, the headboard and footboard were damaged. I called the store, and they requested we bring in the damaged items to be swapped out. When we were given new items, the manager apologized and said they had opened the box and verified everything looked good. We left and stopped before we left the parking lot to check for ourselves. Sure enough, the new set was also damaged. We went back into the store, and they apologized again and retrieved another set from the back, which they claimed was the last one they had in the same style. When we checked that one, it was also damaged. They agreed that the shippers were not gentle with the items and pointed out the very dirty and crushed boxes that the items were in. Since they had no more available (and the display was also damaged), I asked my salesperson what the next step was. He said he would need to talk to the manager. He went to the back and was gone for nearly 20 minutes. We heard the manager yelling and what sounded like boxes being ripped open. Eventually, he came back to the sales floor with a headboard that was not damaged. They loaded it into our car, and we left. After we got home, we realized that there was a piece missing that attached the headboard to the rails. The brackets were included the piece that would secure the brackets did not line up. After much debate, we realized that the store had given us the wrong model. Labels on the back of each piece have a manufacture date. The footboard and each side rail all have a manufacture date of 2018, but the headboard has a manufacture date of 2015. The style is slightly different as well. The store was closed at this point so I went back the next day and they claimed to have never spoken to me the day before and did not have any other beds in stock to exchange and refused to refund my money.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.