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“Poor quality products -- even worse customer service!”

written by ellynstokesross on 21/07/2015

I purchased a bed frame from Memory Foam Warehouse at the end of May. Last week (i.e. about a month later), one of the side beams of the frame suddenly cracked lengthwise, nearly splitting in half. The bed has not been used/abused in any unusual way. Upon closer examination, it has clearly split along a pre-existing fault in the wood. We weren't thrilled with the quality of the bed when we first received/assembled it, but we would never have expected something like this.

I called the company's customer service line and was asked to email some photos of the damage. I did this, and received a response in which the company attempted to foist responsibility onto us, because the assembly directions indicate that if the bed frame is being used on a laminate floor, it must have (unspecified) cushioning placed under the feet to prevent "collapse." I replied, pointing out that the damage in question is hardly mere "collapse" (although if that can be caused simply by the normal slight sliding of the bed on the floor I guess that speaks to the quality of the product), but also that we do in fact have felt grippy pads under the feet (they're trimmed to the size of the feet, and not especially visible in the photos). As the instructions do not specify what kind of material should be used, I don't believe the company has a leg to stand on here (never mind that THE WOOD BROKE).

Anyway: That was Friday. Now it's Tuesday, and I guess the company have decided to ignore my complaint. I've decided to file every kind of complaint/post every kind of bad review about them I can -- that's where lousy customer service gets you.