Bedloft
THIS COMPANY IS TERRIBLE. Here's my rant...
posted almost 11 years ago
To make myself a bit more room in my tiny Harbor Hall single, I decided to loft my bed. Worst decision ever.
Reading up on UMBC policy told me that I had to order a bed lofting kit from Bedloft.com. I went onto their website, and placed the order on January 26th. Aside from a confirmation that my purchase was processed, I received zero information on the details of delivery - when to expect it, where I needed to go to get it, and/or who would deliver it. Also I should mention that there is no phone number to call for the company whatsoever. The only method of communication is the general "customer service" email form, from which you never have the pleasure of knowing who you're actually talking to - only a very vague "Bedloft Customer Service Representative."
Two days after I placed the order I hadn't heard anything. Finally I emailed the "Bedloft Customer Service Representative", asking when to expect to receive any info. They told me I should be contacted by another BL representative in the first week of school. By the way - this was already at the end of the first week of school.
Two weeks later, and I had heard nothing. So I emailed again. February 11th they replied with "Our records show that a member of our operations team has attempted to contact you, most recently on 2/3/14 via text message". I had received no text messages. They didn't even bother sending an email confirmation of a text, or a follow up text/email to see if I had received it! I requested they send another text, along with an email confirmation of said text.
Two days later I receive a text. "Good Morning - I am with Bedloft. Are you available today at around noon?". Way to plan a delivery day in advance. I wasn't available, so the mysterious BL representative said they would come the following day (Sunday) early afternoon. They said they would call later in the day to confirm. They never called.
Sunday morning: Text from Mr/Ms Bedloft "Sorry I didn't call last night. The day ran long. Are you available early afternoon today?" That's unfortunate for you that your day ran long, but I've been waiting for three weeks to hear from a company that I paid $200 and haven't heard anything from!
After replying that this afternoon would be fine, I receive this text an hour later "Reading the forecast for today... it is going to be a very chilly day. If you don't mind, can set a time for later in the week or next Sat?... it is supposed in the 50's and 60's by then". You're not delivering my item because it's cold outside?? I'm pretty sure the entire state of Maryland is cold right now, but every one of us was able to get out of bed, get outside, and make it to work/class. (By the way, the sidewalks and streets were snow/ice-free so that was not the issue).
Reluctantly, I agreed to accept my delivery at the end of that week. I was supposed to be contacted to confirm delivery date, and yet again no one called. Wednesday evening I texted Mr/Ms BL (I never did even get their first name), asking if I should expect to receive the delivery that week. No response.
This has gone on long enough. This stress and effort and frustration is no way worth a few extra cubic feet of space in my room. Thursday morning I text Mr/MS BL saying that I wanted to cancel delivery. They responded with an apology, explaining that they were new with the company. OK, so people make mistakes or whatever, but I refuse to pay a company $200 for an item that's going to arrive a month late. The rental period is only about 3 months, so with the missed time it just isn't worth it.
I sent an email to customer service saying how disappointed I was in the company, and requesting cancellation of delivery and a full refund. An hour later guess what happens? I got a phone call! I spoke with an actual person! He had a name! In this entire process of ordering a bed, it took me canceling my order for a real person to actually contact me. He said he was from the BL headquarters, and that he had reviewed all of the emails and text exchanges from the past month. He then went on a 3 minute explanation of how sorry he was, and how frustrating this must be, and blah blah blah. He said that the behaviors of the BL representative in my area were going to be "investigated" and that their actions in no way reflect the overall reputation of the company. Seriously? You're telling me that your company can't be responsible for the actions of your employees? I just let him talk. He said he'd open up a ticket for a full refund. We will see how fun and exciting this refund process will be. Ugh.
Now it's time I finish my math homework.
Reading up on UMBC policy told me that I had to order a bed lofting kit from Bedloft.com. I went onto their website, and placed the order on January 26th. Aside from a confirmation that my purchase was processed, I received zero information on the details of delivery - when to expect it, where I needed to go to get it, and/or who would deliver it. Also I should mention that there is no phone number to call for the company whatsoever. The only method of communication is the general "customer service" email form, from which you never have the pleasure of knowing who you're actually talking to - only a very vague "Bedloft Customer Service Representative."
Two days after I placed the order I hadn't heard anything. Finally I emailed the "Bedloft Customer Service Representative", asking when to expect to receive any info. They told me I should be contacted by another BL representative in the first week of school. By the way - this was already at the end of the first week of school.
Two weeks later, and I had heard nothing. So I emailed again. February 11th they replied with "Our records show that a member of our operations team has attempted to contact you, most recently on 2/3/14 via text message". I had received no text messages. They didn't even bother sending an email confirmation of a text, or a follow up text/email to see if I had received it! I requested they send another text, along with an email confirmation of said text.
Two days later I receive a text. "Good Morning - I am with Bedloft. Are you available today at around noon?". Way to plan a delivery day in advance. I wasn't available, so the mysterious BL representative said they would come the following day (Sunday) early afternoon. They said they would call later in the day to confirm. They never called.
Sunday morning: Text from Mr/Ms Bedloft "Sorry I didn't call last night. The day ran long. Are you available early afternoon today?" That's unfortunate for you that your day ran long, but I've been waiting for three weeks to hear from a company that I paid $200 and haven't heard anything from!
After replying that this afternoon would be fine, I receive this text an hour later "Reading the forecast for today... it is going to be a very chilly day. If you don't mind, can set a time for later in the week or next Sat?... it is supposed in the 50's and 60's by then". You're not delivering my item because it's cold outside?? I'm pretty sure the entire state of Maryland is cold right now, but every one of us was able to get out of bed, get outside, and make it to work/class. (By the way, the sidewalks and streets were snow/ice-free so that was not the issue).
Reluctantly, I agreed to accept my delivery at the end of that week. I was supposed to be contacted to confirm delivery date, and yet again no one called. Wednesday evening I texted Mr/Ms BL (I never did even get their first name), asking if I should expect to receive the delivery that week. No response.
This has gone on long enough. This stress and effort and frustration is no way worth a few extra cubic feet of space in my room. Thursday morning I text Mr/MS BL saying that I wanted to cancel delivery. They responded with an apology, explaining that they were new with the company. OK, so people make mistakes or whatever, but I refuse to pay a company $200 for an item that's going to arrive a month late. The rental period is only about 3 months, so with the missed time it just isn't worth it.
I sent an email to customer service saying how disappointed I was in the company, and requesting cancellation of delivery and a full refund. An hour later guess what happens? I got a phone call! I spoke with an actual person! He had a name! In this entire process of ordering a bed, it took me canceling my order for a real person to actually contact me. He said he was from the BL headquarters, and that he had reviewed all of the emails and text exchanges from the past month. He then went on a 3 minute explanation of how sorry he was, and how frustrating this must be, and blah blah blah. He said that the behaviors of the BL representative in my area were going to be "investigated" and that their actions in no way reflect the overall reputation of the company. Seriously? You're telling me that your company can't be responsible for the actions of your employees? I just let him talk. He said he'd open up a ticket for a full refund. We will see how fun and exciting this refund process will be. Ugh.
Now it's time I finish my math homework.
