J H.

I placed an order online after researching beds and found a model that was on clearance but that was "in stock". I had been looking for new beds for my kids for weeks, as they are quickly outgrowing the bunks. Because I was ordering online, I also confirmed the product information that I read with the sales department through their online chat feature to make sure that I didn't misunderstand what was included as beds are sometimes sold as separate parts under different sku. After my first chat, I left a great review because I was pleased with the personal touch, quick response, and for being able to confirm details before hitting submit on my order. I submitted my order and even ordered more than I had planned planned because of the great response during the sales process and also to meet the site's $1299 minimum order requirement.

The next day, the order was cancelled by the store. I received an email informing me of the cancellation, but with no (ZERO, nada, ziltch) explanation. On the cancellation, a phone number was included *******249) that I was "free to contact" if I had any questions; which, consequently, I did! After leaving messages (voice and email over the weekend) that were not returned.

I tried again Monday morning and again got a live person. Cole surreptitiously indicated that I had called the wrong number, that he handled sales, and that I needed to speak with customer service. I apologized but also indicated that this was the number I was given. He reiterated that I needed to speak with customer service and started rattling off a different number. The line he gave me appears to be unrelated to the company at all (which is to say that the greeting is robotic, doesn't mention the company, and only gives a generic "the person you are trying to reach is unavailable"... message. I wish I could say what happened, but am still awaiting a response and my calls to both numbers are going unanswered. :( Sadly, I believe that I would have loved the furniture I ordered, if I had ever received it. Now, my kids are sleeping on the floor, because I sold their bunkbed to make room for the new purchase. UGH! It's called COMMUNICATION people! At best, this business in inconsistent and incompetent. Stay away!

UPDATE

I received a response from the company that the item I had requested had been discontinued and was no longer available in the quantity I had ordered. I replied and asked why then had the website indicated the inventory was in stock and that the sales staff with whom I had chatted not indicated the lack of inventory at the time they were telling me all that was included? Apparently, they list items as in stock, even when they are not. I believe that the items are actually sent from the manufacturer, but the inventory systems do not sync. They apparently had zero units available and in stock, hence, my title remains.
The good news, if you can call it that... is that the company did send a response that was actually professional in tone. For me, the negative remains. If an item is not available and in stock, pull it from the site! I sincerely hope that they can figure it out, but I am unwilling to take the risk.