I ordered their "Porto Bed" and it was delivered to my home. When I tried to put it together, I found that the part listed in Step 1, the two headboard legs, was not included. I called to complain. This was a Sunday and after being on hold 10 minutes they said they would send me these legs overnight and I would get them by Tuesday (since they would not go out til Monday). Even though I was shocked that a high end store like Crate and Barrel would send out furniture missing parts, I was OK with this and anxiously awaited my parts. Tuesday came and went. No legs came. I called and they said they actually went OUT Tuesday overnight and I would get them Wednesday. I made them give me a tracking number at that time. On Wednesday I was home all day and by 2pm the legs had not arrived. I checked the tracking number on UPS at it said "Billing Information Received". I have been buying stuff online and tracking packages for well over a decade, and know this means the item is still sitting on a loading dock somewhere at Crate and Barrel and it has not gone out. I called to complain twice. Once they insisted that UPS had it despite what the tracking information said and that I would definitely get the legs Wednesday. At 6:45 I called again and Customer Service said that UPS had until 7 to get the legs to me so I could not complain until after 7. Finally after 7 they agreed to send me out another pair of legs since they finally conceeded that the first set were not shipped or lost.
So here I am with an expensive, heavy pile of metal parts at my house and my mattress and box spring is sitting on the floor. I paid over $600 for this bed including the cost to delivery it. I am so disgusted as this item is not something that can be sent back easily and I am not in a position to laugh off $600 which is a lot of money to me. I should have gone to Ikea or heck even Walmart and bought a cheap bed - at least I would probably have all the parts and be sleeping in it by now.
What really made me mad is that I went on their website to leave a review for this bed and gave it 1 star because this major part was excluded from the box and the bed was useless to me since they are either refusing to get me these legs or the three stooges are running their customer service dept. Either one is not good and I think other customers should know this before getting stuck with this bed. No wonder the website is "stacked" with 4 and 5 star reviews for this item - those of us who received defective ones get our reviews rejected. Is that the way it works Crate and Barrel?
I am giving them til Friday and if I do not have my bed together by then I am insisting them take it back or I am calling my State Attorney's office. It used to be when you dealt with a high end retailer you avoided these kinds of problems. Now I have less incentive to go "high end" when I can just got to Walmart and get an equally crappy bed for less than half the price.
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