BEDROOM STORE

Our experience in-store was positive. We visited the Manchester Road location, and were recommended that a model not stocked by them was available at Northwest Plaza. We drove up there to examine the set in person, took a few measurements, and called in our order the next day. The delivery and installation was a complete nightmare. We were scheduled for a 4-7pm timeslot on a Saturday. We were not informed during our delivery window that they would be running late, until we called them when they had not arrived. The truck did not arrive until 8:30pm, in the middle of a downpour. The driver had no plan for getting the furniture into our home without getting it wet and risking damage to our new pieces. We suggested several options (we could provide tarp, we could hold tarp over them, we could allow them to stage the pieces in our garage and wipe them off before bringing indoors). All of these were refused with attitude and reluctance from the driver. He provided no suggestions for how to deal with the rain, and took no precautions against water damage. As they set up the pieces, they took little care in their work. The install team set their power tools on the surface of the new dresser, leaving scratches on its top. Any nicks and damage to the wood were scribbled on with a furniture repair marker that did not match the color of the stain. Several pieces had water spots/damage. I had to correct the install team on how to install the footboard so that the access door to underbed storage would open to the storage area and not the side of the drawer unit. They were unable to figure out how to properly hang the hinged door, and left with it off of the bed. Additionally, several pieces on the bed were missing or improperly installed. We called Customer Service to express our concern over the safety of the product and the poor install/delivery experience. They pledged to send out their "best crew" with pieces to replace those that had been damaged or not installed correctly, and offered us a $50 refund on our purchase. They came in two separate trips, one to deliver a new dresser/mirror and bed, the other to deliver a new chest. The "best crew" also installed pieces incorrectly, securing a panel over the inside opening of the storage door (and hence blocking 1/3 of the entrance to the storage area), installing other pieces backwards from the design, leaving some pieces with less screws than called for, or else not not screwed in at all. Since their delivery is contracted out, the crew who delivered the chest was not able to fix the mistakes made by the "best crew". It is unacceptable for an install team to not be able to follow the instructions and construct their product to the specifications given by the manufacturers. At eight months pregnant it was not easy for me to crawl under the bed and make it right, but three visits to our house was clearly *not* the charm and it was time to get it done right. After 4-5 hours of additional work on my part, the bed construction now matches the plans and we feel confident in its safety. We love the look of the product, but I would not trust the installation work of this provider's subcontractors.