Preliminary review: replacement of mismatched parts in progress
Edited to add: Staff person emailed us back promptly and very courteously, kindly apologizing for the error and saying the correct boxes will ship tomorrow and arrive in two business days. Weve requested they also retrieve the error boxes we repacked and return those to their warehouse. High marks for timely, kind, and effective responsiveness on the part of their staff! We will update again when the correct boxes arrive.
We received the bed, all four boxes, but only after building Box 1 - which went fine - did we open box 2 to discover that the side modules that were sent are the wrong color. We very specifically ordered the white bed, and the bottom section in Box 1 was white... but upon opening one of the Side Module boxes it became clear they were the wrong color - they look more like stained wood.
It looks as if we were sent two of the proper color boxes (the bottom and top), and that both side modules are labeled Caramel, the wrong kind (see the photo). I would have checked this sooner but all of the boxes were very tightly sealed, and after opening one it was clear they would be hard to move after opening.
This is a very unfortunate situation since we now have a partly assembled bed frame and a daughter who does not have her bed to sleep in. We need to get those side modules replaced with white ones as soon as possible - I have contacted the seller to see if they can help remedy this.
I may well update my rating if they prove responsive and are able to fix their mistake.
Preliminary review: replacement of mismatched parts in progress
Edited to add: Staff person emailed us back promptly and very courteously, kindly apologizing for the error and saying the correct boxes will ship tomorrow and arrive in two business days. Weve requested they also retrieve the error boxes we repacked and return those to their warehouse. High marks for timely, kind, and effective responsiveness on the part of their staff! We will update again when the correct boxes arrive. We received the bed, all four boxes, but only after building Box 1 - which went fine - did we open box 2 to discover that the side modules that were sent are the wrong color. We very specifically ordered the white bed, and the bottom section in Box 1 was white... but upon opening one of the Side Module boxes it became clear they were the wrong color - they look more like stained wood. It looks as if we were sent two of the proper color boxes (the bottom and top), and that both side modules are labeled Caramel, the wrong kind (see the photo). I would have checked this sooner but all of the boxes were very tightly sealed, and after opening one it was clear they would be hard to move after opening. This is a very unfortunate situation since we now have a partly assembled bed frame and a daughter who does not have her bed to sleep in. We need to get those side modules replaced with white ones as soon as possible - I have contacted the seller to see if they can help remedy this. I may well update my rating if they prove responsive and are able to fix their mistake.