ComplaintsforLoft Beds Universe

• Initial Complaint

  07/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 14, 2022 we purchased a bed from loft bed universe and paid them in full the amount of $1098.00 USD. Delivery of the item came in late May however several pieces were missing. The bed is a fortress bed and has "windows" with gray window frames and window sills. These items were not included in with the parts received. I submitted a parts request immediately upon recognition. On May 31st the company responded in an email confirming receipt of my parts request submission and provided a UPS tracking number requesting I allow 48 hours for this tracking number to update. To date that tracking number only states that a label has been created. I have given the company ample time to respond and act appropriately. I have sent three emails regarding the missing parts. Apart from the email confirming receipt of my missing parts request that I spoke of above I have not gotten a response from the company. We are requesting from the company first and foremost the easiest solution, which is to provide us with the missing parts. If this can't occur we are requesting an appropriate price adjustment so we can have these parts custom built.

  Business response

  08/20/2022

  Business Response /* (1000, 5, 2022/07/19) */ Contact Name and Title: David CEO Contact Phone: ********** Contact Email: ****@universalkidsfurniture.com Customer was sent the requested pink trim separately.

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 9 2022 I purchased a bunk bed with slide attachment online for $1248. At the time I was promised the bed would be delivered end of April. Since then I haven't been able to get ahold of company. I have not received the bed or the slide I purchased. They did email me a list of ups tracking numbers last week, but when I plug them into ups website it says a label has been printed but that's it. I've called them and the phone just rings and rings, I've emailed them with no response. The last email I sent to them I warned them if I didn't hear back I wanted a refund and to cancel my order. I've received no communication from them. Please, please can you help me get a refund.

  Business response

  08/20/2022

  Business Response /* (1000, 8, 2022/05/26) */ The product has been delivered.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our order# is ****. My mother bought a Twin Lookout Loft Bed a week and a half ago for our daughter and when it arrived parts #10 and #11 were damaged where there is a screw hole rendering it a safety hazard and structural integrity problem. We have left several voicemail messages with this company as there is no soul that works there who picks up the phone. We have emailed multiple times and which have gone unanswered and we are attempting to get the CEO involved just to get our replacement parts mailed to us which is very sad. Replacement parts are promised according to the warranty policy of Lofts Beds Universe which is suppose to be sent in a timely manner to the customer at no expense. We are just trying to get these two parts mailed to our house ASAP so our 5 year old daughter doesn't have to wait any longer for her parents to be able to build her bed. We will even pay for the price and shipping of the replacement parts (even though we shouldn't) just to make our daughter happy. We will be forced to return the entire bed and we should be given a full refund ( not pay shipping cost, or 20% of cost ) due to a quality assurance issue which is not our fault. We aren't going to be stuck with a bed we can't even build and let my Mother waste $749.00 so either send the replacement parts or issue us a refund authorization so we can send the bed back. We need parts #10 & #11 for Model# ******. The website policy states to contact you for replacement parts which we have multiple times called and left voicemails and emails have been totally ignored. It appears that after this company takes your money, they could care less about following through on their promises of replacement parts and refunds. Not a good look for a company that has been in business for alittle over a year and won't be much longer if they continue this kind of **** poor customer service. I've never dealt with a company based in the US with this much fishy overseas fraud vibe to it.

  Business response

  08/20/2022

  Consumer Response /* (2000, 6, 2022/05/19) */ Loft Beds Universe mailed us the replacement parts we requested on 5/10/2022. I appreciate that they mailed the parts but the fact that they don't ever answer their phones or respond to emails is unacceptable for any company that wants to stay in business to do. I strongly recommend that they communicate with their customers more who need help with the their furniture. Making expensive purchases especially during the worst inflation and worst economy the United States has ever had in history thanks to the incompetent, evil and worst administration in history in office right now isn't easy so with all the stresses in everyone's life right now, I shouldn't have to waste time submitting a compliant to BBB.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩