Top critical review
5 people found this helpful
Terrible customer service but ok product.
on 28 August 2015
****I didn't actually purchase this model but the Avon (slightly more raised off the ground than the Kansas) I also purchased this directly through their website not through amazon but was so disappointed with their customer service felt I needed to warn people! ****
The product itself is fine, supports a heavy memory foam mattress and so far no problems. However when we received our bed frame (flatpack) beds and bunks had not supplied the right amount of screws, we were half way through making the bed when we realised this and attempted to use their online parts sending website. The website wasn't much use as we couldn't find the parts we needed, so ended up having to go out the next day and buy screws ourselves. I emailed beds and bunks to complain about not being sent the right stuff and about how unhelpful the instructions were (blurry grainy black and white pictures, poor wording etc)and about how not only were the screws we needed not listed on their website but that their contact phone number didn't work either. The reply i received was beyond rude, I was told that other people think the product is fine so they don't really care whether I was happy with it or not- they even basically stated that unless a load of other people complain they couldn't care less about my complaint. I was also told that the screws are on the website but under a different name (how on earth a customer is supposed to know this i have no idea!) and that I could have just used the other screws in the set as they are apparently the same type (again with no indication of this on the instructions) Now, I'm no joiner but I'm pretty certain that they were not the same screws as they looked completely different - different threading and size and head type! It was just the way the email was worded and the attitude of awful customer service portrayed within it that got me so angry at the company. Shouldn't companies care about every customer not just 8/10 of them?? Not at any point did strictly beds and bunks even appologies for not sending the correct kit out to us or offer to reimburse us for the screws we had to go out and get as a result of their shoddy packing. I replied to their first email stating that I was not satisfied with their response that basically "as long as most customers are happy we don't care that you are not and are not going to do anything about it" to which I never even received a reply and still haven't in the several weeks that have followed. As I have stated the product itself is fine when assembled, very basic but fit for purpose, but I would NOT recommend buying from a company who has such a blatant disregard for customers and customer service. Personally I would rather have spent a little bit more money and bought from a better company that actually values its customers and is happy to help when a problem arises not just fob you off. 0/5 from me! I have also reviewed them on their own website but as they run a screening process would imagine they wont be putting up bad reviews.