Monique G.
Absolutely horrendous customer service
Absolutely horrendous customer service. We ordered the Spot on Square Roh crib (nearly $2,000) and paid for white glove delivery service. Our crib was first delivered 3 weeks later than originally stated and when it was delivered, it was damaged (the wood cracked when the white glove delivery team were assembling the crib). The replacement crib arrived weeks later and the white glove delivery team left the mattress at the very bottom ground level, knowing it was for an infant. They also did not leave any materials/tools needed to raise the mattress platform. To make matters even worse, after weeks of back & forth with the customer service rep at Modern Nursery, they still wouldn’t send out a service team to raise the platform on a very heavy & very expensive crib. I had to hire a handyman to raise the mattress platform (it is very heavy & not easily done contrary to what Modern Nursery’s customer service rep said). We spent over $2200 with Modern Nursery & it was the biggest pain filled with several inconveniences. We should’ve just bought the crib through Neiman Marcus or Maisonette for a similar crib. Don’t waste your time and money with this terrible shop.
Response from Modern NurseryJul 18, 2024
Hi Monique! I'm terribly sorry that you faced the issues which you faced! Sometimes items arrive damaged, which is outside of our control, but what is within our control is making things right! We did order a replacement crib immediately which shipped via white glove service to you. We always make it clear to our customers that our customers should be home and available for a white glove, or white glove plus assembly delivery, in case there are questions. You were not available to speak with the delivery team and did not instruct them on which mattress height to leave the crib on. Most parents transition their babies to the crib after the bassinet, so oftentimes the first time they are using the crib, it needs to be on a lower setting. There is no way for us to know the age of your baby or which setting you'd like it on. You signed off on the delivery and then complained afterward. We offereed multiple times to assist with instructions on raising the mattress height. It was literally 4 little brackets that could be moved up or down and you graciously refused to even try. Ultimately, we were gracious enough to compensate for you to hire a handyman to come over and unscrew those 4 brackets and move them up; a 5 minute job which can be done by anyone and which you would need to know how to do in the future once your baby grows and it needs to be moved again. We are terribly sorry that you were not happy with everything we did to accommodate you. We do recommend that in the future, you make yourself available when a team is doing assembly work for you so that you can make sure it's done the way you'd like it. We wish you and your family all the best!