ComplaintsforFoldingbed.net

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a roll away bed from this company due to the weight capacity they advertised (500 1bs) with in 2 weeks of using it, the bed broke. I advised the merchant of the issue and they advised that the weight capacity they advertised for the particular bed I bought doesnt exist, even though they advertised as such. They offered to replace my bed with a different type of bed, which I accepted. After I accepted the replacement, they then requested I pay the difference on the price. I advised them I will not pay the difference for a replacement they offered for bed that broke and was sold as false advertising. They also advised they would not refund my money until I returned the bed. They want me to find transportation as well as drive 1.5 hours to drop the bed at *******. They advised that they will not replace the bed unless I pay the price difference.

  

  Business response

  07/08/2024

  Hi,

    The customer is over 400 lbs and the bed he purchased can not hold that much weight. It broke and we agreed to take it back and refund in full. The customer 

  is not cooperating with the return process. We showed the customer a folding bed that would meet his needs much better. There was a price difference and the customer

  refused to pay for the difference.

  Customer response

  07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  1. They falsely advertised the weight capacity on their website as 500lbs. My weight is below the capacity at 400lbs.

  2. They recommended a replacement that has a higher price difference that they want me to pay.

  3. I never refused to return the bed. They advised they will send ***** but required I place a mattress in the original that can no longer fit and that I no longer have. Then they want to inconvenience me by requiring I drop it off at a location thats 1.5 hours away, and I have no possible way to do so.

   I have attached their advertising of the weight capacity. I also have an email chain I can provide to prove correspondence. I also filed a claim with the FTC.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  

  Business response

  07/12/2024

  Hi,

    Thank you for your order. I am sorry that you feel mistreated it is not our intention. You can return the bed for a full refund. Please send us an email to begin the return process.

   

  Best Regards,
  *****

  Customer response

  07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   I would like a full replacement of the bed with no additional costs with the following bed: Home / Full Size Rollaway Bed / 14792367F - Adult Full Size Fold Frame with Memory Foam Mattress 14792367F(Weight Capacity 1200 lbs. In addition I would like a full refund. They would also be responsible for pick up of the damaged bed
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have received no received no tracking information for the puchase mentioned in the receipt nor communication about expected delivery. Today, 5/1/2024, I did online chat with the company rep and he said the item is not in stock. I received no voluntary notice when I ordered or afterwards. I see the item 9514 (WD) is still on the website but the price has risen from $55 (sale price on 4/21/2024, non-sale price ~$105?) to $159.95. I asked for a refund and to have the item removed from their website. The rep (whose name I have kept confidential) agreed, but I have changed my mind and had stated that in my messages: I want the 4 chairs for the agreed upon (and paid) price of $220. I would also like the company to be severely reprimanded and possibly fined for what may be "Bait and Switch".From the email receipt :Order Number and Status ************ - Pending Shipment Order Date and Time 04/21/2024 06:54:54 PM Total $220.00 Payment -$220.00 Balance Due $0.00 I prefer having the product at the paid for price, but will accept refund AFTER you investigate.

  

  Business response

  05/02/2024

  Thank you for your order. I am very sorry but this item is not in stock. We informed you via email and chat. Your PayPal account was refunded on 5/1/2024. 

  Customer response

  05/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ***** ***************************** *******************  ***** ********* *** ** **** **** ** *** ***** ********** *********************************************** ******** ********** ** ********* ** *********   ***********************

   Complaint Analyst , et al.,

   

  I am not satisfied with the current resolution to ID #********.  When I agreed to get a refund to my order ************ at National Home Stores.com, I was informed that they were out of stock. The same day they made the "out of stock" statement, their website had an advertisement for the same product (9514), for a much higher price than listed when I put in my order. $55 on sale from $89 regular price, is stated on the attached invoice, at the bottom.  Currently, the item is listed as "in stock" at a sale price of $159.99, from regular price $225. See attachment *********** ********** ***********, taken today, 5/2/2024.

  I do not now believe they were out of stock or the complaint representative was misinformed when he offered a refund which I accepted at the time.  As this item is in stock and was not "restocked immediately after being given a refund", I wish to pay the original price of $220 for 4 chairs and have them sent to me.  Just the refund is not acceptable under all the questionable pricing/stocking circumstances.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  

  Business response

  05/03/2024

  Hi,

    Thank you for your order. The item that you order is not in stock and discontinued. It has been removed from the site. The refund was done per your request since you

  did not want a similar item.

   

  Best Regards,

  *****

  Customer response

  06/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will have to do. 
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a Metal Daybed Frame and Pop-Up Trundle Bed Set from FoldingBed.Net on 11/28/23. It was delivered on 12/18/23. Despite immediately notifying them of a serious defect in the trundle bed within 2 days, over 3 months later, I still don't have a working daybed set. I have a huge safety hazard that has seriously injured me (my foot and hands) and neither the owner nor the manufacturer are taking my complaints seriously, nor doing anything to remedy this defective and hazardous product. They keep punting me back and forth to one another like a hot potato, each refusing responsibility or any helpful meaningful troubleshooting or customer service that they claim on their sites. FoldingBed.net denies any defect in the product despite refusing to do a video call to see for himself, and instead is insulting my strength and intelligence. The manufacturer (************) conceded the first trundle was defective after seeing its issues in a video call. Then 2K had a replacement trundle bed sent to me in March 2024, but that is even worse than the first. Despite following their instructions exactly, this one is completely stuck on one side, highly unstable on the other, rapidly and loudly crashing down w/o warning, repeatedly crushing my hands, and now also badly bruising my left foot -- I had to seek medical attention for these injuries. I've repeatedly emailed and called both businesses about all of this, but both have become increasingly unresponsive, flip and hostile towards me, now refusing to return my calls or emails, placing me on endless holds, and FoldingBed.net's phone # doesn't even work properly anymore! I am appalled at the blatant disregard for my experience and injuries sustained by their negligence. I have been patiently and diligently attempting to resolve this respectfully with them directly, but they are completely uncooperative and unresponsive now. I am escalating this here, hoping to get a proper resolution to this horribly painful ordeal.

  

  Business response

  03/18/2024

  Thank you for your order. I am sorry for the issues that you are having. After making a claim about the first pop up we send you a new one. They all work in the same manner.

  The mattress must be on top and the lever can be engaged to make it go up and down. For you second claim the manufacture requested a video  and they are claiming that you

  are refusing to comply. Please send them the video so they can help you with this. You may also want to try out a company such as Handy.com to help you use it.

  Customer response

  03/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

  the claims in the business's response are 100% false, and seem to be just the latest attempt to punt responsibility over to the manufacturer, and to blame me for negligence and non-cooperative behavior, when they are the ones who are being negligent, unresponsive and uncooperative. I will respond to the business's latest message, line-by-line (my responses are noted in brackets:

  Thank you for your order. I am sorry for the issues that you are having. After making a claim about the first pop up we send you a new one. They all work in the same manner.

  [This is not true. They do not all work in the same manner. These do not work in the same manner as the video and the instructions they sent to me, nor do they work the same as the previous pop-up trundle day bed that I had before.]

  The mattress must be on top and the lever can be engaged to make it go up and down.

  [I am aware of this, and have repeatedly told the business and the manufacturer that I have placed the mattress on top, and attempted to engage the lever, but the mechanism does not budge at all on one side. It is completely stuck. It raises slightly on another side but does not lock in place, and comes crashing down. This does not follow their instructions, nor the video they sent. So no, these are not the same.]

  For you second claim the manufacture requested a video  and they are claiming that youare refusing to comply. Please send them the video so they can help you with this.

  [This is 100% false, and I can't believe that the manufacturer would claim this. I never even had the opportunity to refuse to comply, because ************ NEVER ever requested a video of this replacement bed. In fact, he never responded at all or made any attempt to contact me. The last I heard from him was on Monday, March 11, when he claimed he would send my complaints into his "claims department." On that same call, he told me that I needed to work with you directly to resolve this, since you are the retailer who sold me this bed. Specifically, he compared it to "if you had bought something from ******** and had an issue with it, you would take it up with ******** so you need to take this up with FoldingBed.net. So, when I turned around and contacted you about this, you punted me back over to 2K. It's been a never-ending game of hot potato between you two. After being told by you that you can not help me, I followed up with 2K again on Tuesday, March 12 to clarify the process and timing of his "claims department" and what follow-up I could expect, he told me he had to "check on it and get back to me" which he promised to do the next day. He never did. To this day, I have note received a single email, voicemail, or phone call from him, so he is lying if he claims that he requested that I send a video. I have no such request, so I never sent it. I would happily send one if he requested one, but he refuses to respond to my multiple emails (all of which you are copied on and can see he has not responded) and phone calls / voicemails since then, so I am not going to keep contacting him unless he actually responds to any of my past outreach efforts.] 

  You may also want to try out a company such as Handy.com to help you use it.

  [This is another attempt for you to ***** responsibility for the product that you sold me that is defective and not operating as described. Why should I hire and pay money for some random handyman via Handy.com to help me with a product that you claim has no instruction manual or guidelines on how to operate, and expect him to know how to operate or troubleshoot it, if neither you, the retailer, nor the actual product manufacturer, are willing or able to guide me on its use? That makes absolutely no sense, and is completely unprofessional.]

  I have been respectfully and diligently attempting to work with you and the manufacturer to make you aware of, and troubleshoot these issues in compliance with the your "Return / Refund Policy" "Damage Claims" and "Guarantee" Store Policies listed on your website here: ********************************************. But do not feel your words, actions, or behavior have been upholding your end of the bargain, as outlined in these policies. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Customer response

  04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hi there, 
  Please tell the manufacturer to contact me. Both of you have my email address and phone number, and you can both see that neither of you have responded to any of my messages since March 11th. I have not received any requests from him, and absolutely no responses to my emails or phone calls since then, so there has not been any request from him for me to have the opportunity to cooperate with, or not. Please ask him to send me whatever his specific request is, and I will be happy to respond to him if he takes the initiative to actually respond to any of my past messages, or initiate new outreach. I am tired of repeatedly contacting him without any response. 

  
  In his reply to my BBB complaint against his business on this portal, *** of ************ mentioned that he could not help me, that I needed to contact YOU since I bought the product from you. Your message above states "you can reach out directly to them *or to us* for assistance."

  So that's what I'm doing, and have been doing with these messages. Since 2K is not responding to my requests, and since you're the one who originally sold me the product that is not working as described on your product page, AND since you offered in your most recent message, I'm reaching out to you for assistance.

  I have a hard time believing that this second trundle was inspected before it was shipped out, given the way it arrived. It would have been obvious to anyone within a matter of minutes that it is not functional. Even if it had been inspected before it shipped, it's possible it got damaged en route and that's why it's not working now once it arrived to me? Either way, I need you to send someone at your expense to come inspect and repair the product. OR, I need you to honor a full refund for this product that has not been operational as described on the product page that I ordered from since it originally arrived. This process has been dragging on since December 2023, and I still don't have a fully functional trundle daybed that I paid for.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  

  Business response

  04/04/2024

  Hi,

    Yes, the trundle was fully inspected prior to shipment. There was nothing wrong with it when we shipped it. You are welcome to reach out to us directly for any help.

   

  Best Regards,

  *****

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a special type of bench that is supposed to turn into a bed from a BBB accredited site in the US. After a big purchase, I was told it wasn't comopolet with the back despite the pictures so I needed to spend more to get what I wanted. Since my teen is getting so big and I wanted his final trips in this camper as comfortable as possible, I agreed. It finally arrived, despite that terrible explaining of it all along the way. Once here, it does NOT turn into a bed and fold down all the way nor are there proper instructions. Since it does not do as it claimed, I am trying to send it back. I am now being told it's $200 to ship it back and a 25% restocking fee despite it being just days after its arrival. I would not have bought that had he said that at all along the way. This is unjust to a young family trying to make memories while camping. To ship it back I understand and want to send it with my own method but they won't even supply a proper address as the agent on the phone, **** said it was different. But a 25% restocking fee for a an upcharged item that was misrepresented is not the BBB way. My company I work for takes pride in being a bbb business and in making things right. ***** who has been vague and less than helpful would not compromise on a restocking fee or anything. Please help.

  

  Business response

  03/01/2024

  Hi,

    Thank you for your order. I am sorry that you are not happy with your purchase. Yes, it does turn into a sleeper. Yes, the dimensions are correct. It comes

  fully assembled so you just need to ***** it to the wall that you want. I am very sorry, if you wish to return it then the Store Policy on returns will apply to this order.

  Customer response

  03/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] The owner and I have been going back and forth for a while. At this time, I am awaiting a credit which is supposed to post by Monday, March 11th. Once received I will amend.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Customer response

  03/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a loft bed that came with many broken parts. I decided to refund and return the product instead of waiting for new parts, but the customer service representative I'm working with - ***** - is aggressive and unhelpful. I believe he is one of the only customer service representatives there, since I can't seem to get through to anyone besides him. I chatted with him on their website's live chat function about 1) getting a return label and 2) setting up an approximate pick-up date for the loft bed. He ignored my messages for hours until I gave up (see chat logs), even though he was in the chatroom with me. He also did not send the return label to my email the following day, as promised. It has been days, and still no return label. No matter how I try communicating with this company (email, phone, live chat), my requests are ignored or overlooked. It feels underhanded that they're delaying my return and refund, and at this point, it seems deliberate because ***** does not like me. (I first called about the return/refund, but he actually yelled at me to process the return/refund via email or live chat. But I'm getting no helpful responses online.)Now, they're telling me I need to pay a restocking fee, which I don't think is legal. I did not use their products (I opened it, saw the broken pieces, and immediately called for the return/refund), and I have packaged up their damaged products properly. It has been over 30 days since I placed the order, but that's because the order arrived just a few days ago (they shipped and delivered my products late - it took them almost two months to get my order to me). Please help me to resolve this. Their boxes are taking up a lot of space in the house, and I just want to secure my return/refund as soon as possible.

  

  Business response

  08/29/2023

  HI,

     This was a custom made bed with modifications. We normally do not take it back but we made an exception for this customer. She is not cooperating with the return

  procedure. We can send any replacement parts for as long as the customer owns the bed.

   

  Best Regards,

  *****

  Customer response

  09/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Good morning,

   

  I'm sorry for the late response - I just saw the messages from August 29. I understand what National Home Store is saying, but it doesn't matter that they sent me custom-made parts. Their entire business is selling custom-made furniture, so I don't know why that's a part of their argument, as if they made an exception for me. My complaint is that they sent my parts late, and when the parts finally did arrive, they came broken. Also, they did not follow the 30-Day Rule, because communication on their side is awful. I had to call and email them over a month after I placed my order to ask what was going on, and it was only then that they finally notified me that - after all that time - my product still hadn't shipped! It ended up shipping days after that correspondence. Their whole company is negligent and combative, and based on a lot of their online reviews, it's a common pattern. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  ********* ***
  
  
  
  
   
  

  Customer response

  09/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hi ********,

  
  

  I don't accept their response. I don't want replacement parts - they ship out way too late with no updates, and I don't want to wait another two months for a bed that may or may not come broken. I've already ordered a new bed from a reputable business. The store policies is not clearly and obviously stated on the website - you have to go looking for that information, and the information given is long and convoluted. I did find this on the website: "Since our products are well represented on this site, and will arrive at your door as it is shown in the photos, we cannot offer a full refund on items that are returned due to style issues." But I'm not asking for a full refund because of style issues - I'm asking for a full refund because the bed came broken. I also just want a refund because, honestly, I'm disgusted with the service I've gotten from this business. ***** was very aggressive and rude on the phone. I don't want anything to do with them anymore. They're also trying to charge me over a hundred dollars to return their damaged goods. This whole situation is just ridiculous.

  
  

  
  

  Best,

  *********

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* ***
  
  
  
  
   
  

  

  Business response

  09/22/2023

  Hi,

    The order was for a custom made bed. The website is very clear that custom made product can not be returned. We can send parts for as long as the customer owns the bed.

  Best Regards,
  *****

• Initial Complaint

  06/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Rented a fold-out bed for one week effective 6/19/23.The bed was delivered via **** The shipping container was all taped together; it was not in pristine condition. I took photos of the box before taking it inside.Used the bed all week. Boxed the bed back ** in the original shipping container.Contacted the company for instructions on how to return it. Explained about the condition of their shipping container.The company is now refusing to have the bed picked up. They told me to dispose of it because the shipping container is inadequate!There is nothing in the rental agreement that addresses the requirement for the renter to do anything besides pay for the rental and the shipping; which was done before the bed even got delivered.

  

  Business response

  06/27/2023

  Hi,

    The customer did not inform us that there was an issue with the box at the time of deliver. The box is all torn and can not go through the *** system. We gave the

  customer the option of donating the bed to a local charity and we will close the case. We also offered the customer to take it to a local *** Store to have it reboxed.

  In both cases the customer is refusing to cooperate .

   

  Best Regards,

  *****

  Customer response

  09/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I certainly take umbrage at the In both cases the customer is refusing to cooperate statement. The bed was packed in the same box it was shipped to me in. All I did was slit the packing tape, slide the bed out and .then, a week later, slid the bed back in and re-tape the tape. I did not feel then, nor do I now, that the companys position that it is now my responsibility to either pay to have it re-boxed, or pay to have it removed is untenable especially since I paid $50 initially to have it shipped back. Havent had that $50 returned to me either! 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  

  Business response

  09/29/2023

  I am very sorry but there is nothing else we can do.

  Customer response

  10/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  It wasn't my responsibility as the lessee to dispose of your property. However, rather than having the bed sitting outside, I had it hauled away at my expense. ***** told me to send him the receipt for the disposal, implying I would be reimbursed. The invoice was submitted twice, but neither  the reimbursement for that nor for the $50 "pickup" fee initially paid has been refunded to me. The company has two recourses: refund a total of $193 to me or go to small claims court.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a highly damaged product (bunk bed) from this company. They agreed to a full refund and sent me return *** labels. The packages were delivered back to them on 5/17/2023. The *** tracking numbers were ****************** and ******************* They have not refunded me yet and I have emailed them about the refund and they have not responded.

  

  Business response

  06/12/2023

  Hi,   

     Thank you for your order. You refund has been processed. Please contact us directly for the receipt.

   

  Best Regards,

  *****

• Initial Complaint

  11/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a bed which was never delivered. I tried to cancel the order and they would not let me and I have still not received the bed. When I called today to speak with individual, they hung up on me.

  

  Business response

  11/17/2022

  Hi,

    Thank you for brining this matter to my attention. The manufacture sent us tracking information on this order and we assumed that it was in transit. As we received this

  notice and checked with the manufacture, it turns out that the shipment was never picked up by the carrier. Please have the customer email us directly and we will coordinate the 

  refund. Our email address is ************************

   

  Best Regards,

  *****

  Customer response

  12/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Below is the correspondence with the company. I find it very odd that they ask for MY account info and cannot just refund me after 6 months - esp as its their fault. 

   

  They should also know that Zelle works by having a name and telephone number provided, which as you can see below, I did. 

   

  Every step with them seems that they just string me along.  

   

  Any help in resolving this would be greatly appreciated. 

   

  Thank you

  *********************

  ************

  ********** ********* ******* ********* ***** ********************* ********************** ***** **** *** ** **** ** **** ** ******** *** ************** * ***** ************ * ************ *** ******** **** ***** *************************************** *** ************************** **** ********* ** ** *** ** *** ***** *** **** **** ** ** ***** ********  ***** *** ** **** *** *** **** ** ***** ** ********************* ********************** ****** *** *** *** ** **** *** ********* ****** ********************* ************ ** **** *** *** **** ** **** ** ******** **** ***** *************************************** ****** **** ** *** ******* *********** ** *** *** ** ****** *** ****** ** **** *** *** **** ** **** ** ********************* ********************** ****** *** * * ** **** * ***** ******* **** *** *** ****** ***  ** **** *** *** **** ** ***** ** ******** **** ***** *************************************** ****** ** *****  ***** **** **** * ****** **** ****** ** *** *** ****** ******* *** ******* ** *** **** * ****** ** **** ******* **** ** *** ******* ** **** *** *** **** ** **** ** ********************* ********************** ****** **** ** * ****** ** ** ** ********* ** *** *** ** * ***** ******** *** **** *** * ******** **** *** ***** ******  ****** **** ** ** ************** ** ****** ** **** ******  ******  ********** ********* ******* ********* ***** ******* ******* ******************* ***** **** *** *** **** ** **** ** ******** *** ************** * ***** ************ * ************ *** ********************* ********************** **** ******* ****************  * ***** ** ***** ** **** ****  ****** ** ******** **** ********** **** ******  *** ** ****** ***** **** *** ********* ** **** ***** *** **** ********  ********  *** ** **** *** *** **** ** **** ** ********************* ********************** ****** ****** ****** ******  *** **** *** ******** *** ** ** ***** *** * **** ** **** ** ***** *******        

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  

  Business response

  01/09/2023

  Hi ****,

    Per our email conversations you have been refunded in full.

   

  Best Regards,

  *****

  Customer response

  01/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a folding bed and thick mattress for over $800. The first time I attempted to use it I noticed that the mattress was collapsing inwards anytime I would move or turn. I contacted customer service with pictures and they refused to provide a solution or refund.

  

  Business response

  08/01/2022

  Hi,

    Thank you for your purchase. Per the pictures you sent of the bed there is nothing wrong with it. The mattress is meant to have the sheets on top and when they are

  no sinking will be possible. You have had the bed for four months already. We offered you a return per the store policy and you refused.

   

  Best Regards,

  *****

  Customer response

  08/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   First, I purchased this mattress in late May, two months ago, not four months ago. As I had told you we used it for the first time a few days ago. During this time the mattress was opened properly and we put fitted sheets on it and the mattress still sunk inwards. As you can see in the pictures the foldout mattress has sheets on it and there is inward sinking. According to your return policy it says any item with a defect gets a full refund.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  

  Business response

  08/03/2022

  Hi,

    Thank you for your order. The store policy states that if a product is defective we will replace it. There is nothing wrong with the bed that you received. You are welcome to

  return it to our shop for a refund.

   

  Best Regards,

  *****

• Initial Complaint

  03/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a queen *** on March 12 and received a receipt that did not indicate the method of shipping or delivery date. ************ I live in a high-rise that requires a reservation for the service elevator. Having purchased thousands of dollars of furniture online, I expected a call or an email to arrange delivery. There was no communication from FoldingBed.Net or ***** shipping company.On a rainy March 25, a truck arrives to deliver a large, heavy box to the outer door of the high-rise. Without forewarning, I have no way of getting the box into the building or to my unit without assistance. Not knowing what to do, I refused delivery.I communicate with FoldingBed.net on Friday, March 25. Employee *** asked, "how can we make this right." I hoped for delivery to my unit, but clearly, that was not happening at a minimum, I needed a time frame for delivery or provide a full refund.On Tuesday, March 29, ***** offers to provide the tracking # and contact information for the shipping company.That information is emailed to me on the morning of Wednesday, March 30.I call ***** Shipping and speak with ***** who informs me that FoldingBed.Net employee ***************** authorized the return shipment and that decision could not be reversed.There is now only one way to make this right.I request a refund of my $2800.00 in its entirety and no penalty for shipping costs.Thank you.***************************

  

  Business response

  03/31/2022

  Hi,

    Thank you for your purchase. The trucking company does not deliver this to an apartment only to the sidewalk. That is spelled out in our store policy page and at checkout. The trucking company

  did contact you to schedule and appointment. Since you refused the shipment we incur shipping cost both ways. We are willing to refund you less our cost to ship it to you. I did offer to reship it to you.

   

  Best Regards,

  *****

*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. ↩