Lynda
Horrible Customer Service
I tried to post a review 3 times on the Overstock site but Overstock kept rejecting them. I have sat on this review for months but I feel compelled to write this to hopefully prevent others from experiencing my pain. Here goes......this was my original review that was rejected. WARNING - Both Dresser and bed arrived damaged. This is going to be a loooooong one. Let's just say that after spending THOUSANDS of dollars with Overstock over the last few years that after this experience I will never order from Overstock again. Let's start with the arrival date of the product. It arrived early, which during these times of delivery delays is a miracle. While this would normally be wonderful I had a move planned and wanted the delivery closer to my move date. The early delivery put my opening of the product outside of the warranty window. Not an issue if the product hadn't been defective but it was. The day after my move the bed was set up and my boyfriend and I were super excited to try it out. While we were a bit surprised that a King size bed would only have 4 slats and no center support (we have had many platform beds over the years) after rereading the product description and confirming that a box spring wasn't needed we climbed aboard. BAD idea. The bed immediately collapsed. Only minutes before one of my cats had been under the bed and if she had still been would have been crushed. I contacted customer service the next day only to be told that my bed was out of warranty. WHAT!! After I explained my situation I was told by the Customer Service rep that she would have someone from the Oversized product team contact me. I was expecting a phone call but instead got an email and thus began the phone call, email dance. Not a fun one. I was able to finally get agreement to send us 1 new board and 2 legs but after examining the bed realized that the other 3 slats/legs were also damaged. Another email dance began. I finally got confirmation that the 3 other slats/legs would be shipped and was provided a tracking #. While I was waiting for the new parts, like a kid waiting for Santa to arrive on Christmas, I got a voicemail and an email from yet another Customer Service rep telling me that it was out of warranty and if I needed new parts that I would have to pay for them. He obviously didn't know that the parts were already on their way. I was afraid to say anything lest they redirect the shipment. After multiple delays the parts arrived on Christmas Eve. The package was delivered to my old address but fortunately it was only 3 miles from my current address. After 30 days of sleeping with a mattress on the floor we were finally able to sleep in a bed that I had purchased months before. (Truly a Christmas miracle) I should note that this bed should not be used without bunkie boards and a carpet beneath. No one told me about either within the many emails and the product description/questions answered do not note this either. Add an additional $600 to the purchase for bunkie boards and an area rug. So you would think that the fun was over but nooooooooo. Now that there was room to set up the dresser we entered the garage where it had been living within its protective box for weeks. We opened what looked like a pretty well packed box to only find a dresser with a crack on both the front and back of the top of the left side. When I notified customer service of this I was again given the "it's out of warranty" mantra. I'm taking my business elsewhere and recommend that all considering this product do the same.