I assembled the bed myself easily (I am 50 yo small woman), though the instruction is a bit confusing with the numbers and letters on it. The parts have the numbers but no letters, so I dont know why they put letters on the instruction.
I found one of the slats is shorter than the other by 1 so it will fall if I put in on the bed frame. I contacted the customer support, spoke to them providing all the information about my order and they requested me to provide them via email with the invoice from and pictures of the defected slat. I did send them on March 17, then they asked me again on March 19 and I sent the document again. On March 23, they sent me another email as the same information. I replied that I have sent it. Today, they sent me another email still requesting the same. Unbelievable!! they obviously do not communicate to each other in their customer support system. So just be ready to deal with them when you get a defected item. I will update my review once I get the replacement of the slat.
I am writing an update of the purchase, today April 2.
After I told them that I will give an honest feedback on about their service, on the next day, they sent me email confirming that they would send me the slat replacement. I received the replacement of full set of slats yesterday. I would have given 4 stars for the great product and great price minus confusing instruction. But the experience with their customer service took away another star.
Great product poor customer service
I assembled the bed myself easily (I am 50 yo small woman), though the instruction is a bit confusing with the numbers and letters on it. The parts have the numbers but no letters, so I dont know why they put letters on the instruction. I found one of the slats is shorter than the other by 1 so it will fall if I put in on the bed frame. I contacted the customer support, spoke to them providing all the information about my order and they requested me to provide them via email with the invoice from and pictures of the defected slat. I did send them on March 17, then they asked me again on March 19 and I sent the document again. On March 23, they sent me another email as the same information. I replied that I have sent it. Today, they sent me another email still requesting the same. Unbelievable!! they obviously do not communicate to each other in their customer support system. So just be ready to deal with them when you get a defected item. I will update my review once I get the replacement of the slat. I am writing an update of the purchase, today April 2. After I told them that I will give an honest feedback on about their service, on the next day, they sent me email confirming that they would send me the slat replacement. I received the replacement of full set of slats yesterday. I would have given 4 stars for the great product and great price minus confusing instruction. But the experience with their customer service took away another star.