Best Sleep Center's "make it work" policy
WINNIPEG -- Hello,
I would like to note that this is the first time I have ever felt the need to post a negative comment publicly about a company. But, in this case I felt it my obligation as a person that believes the customer is often the true "little man" in society today. I will just tell the story and let you the customer decide if this is what you expect from this company when you deal with them?
I recently purchased a new bedroom set, the "Pasadena" model, and have had nothing but problems with the bed. The design of the bed involves a slat system, with 15 rows of two wooden slats each. The slats join together in the middle through a center beam. The center beam is a 2x4, with two peg supports running vertically to the ground. This center beam runs from the head to the foot of the bed. The slats are curved, to provide more shock absorption. They insert into plastic sheathes that attach the slats to the sides and the center beam. These plastic sheathes have nubs that insert into holes positioned both on the side rails and the center beam. No screws necessary, you just slide the slats into the plastic sheaths, and place the sheaths into their holes! There isn't even holes in the side rails or the center beam that would allow for screws to hold it together. The design calls for no screws to be used, except to attach the center beam to the headboard and the footboard.
They set up the bed and from the first time they were putting the mattress on slats were falling out. They said, "just need to be careful placing the mattress on it and then that won't happen." I was fine with this and placed the bed on and immediately 2 of the slats fell out of their plastic sheaths. We tilted the mattress up, fixed the problem, and hoped it wouldn't happen again. Upon laying on the bed, 4 slats fells out and were heard hitting the floor. He tells me that we will replace these, "warped" slats and it will fix the problem.
For a week we sleep on this bed and have to constantly replace slats that have fallen out of their sheathes. They return with new slats and place them in. You can see upon lifting the mattress that slats are barely holding on and some of the sheathes are out of their holes entirely. They replace the new slats but the problem persists. While I have the workers in my house slats still were falling out when I got on the bed. They told me that they may have to bring back more slats, cause they cannot see any other way to stop them from falling out. We will come back and figure out what we can do.
The next time they came out they had a few more slats, and AGAIN upon laying on the bed they were falling out! They suggested using screws, to hold it together, and I refused. That would involve screwing in screws through plastic sheathes, or just replacing the sheathes with makeshift screws holes. I did not buy a make-shift bed, I want the design bed that I purchased in your store. Not a screw here, screw there, lets design this new bed in your house, and "make it work" bed. Imagine moving and having to take that apart. Unscrewing 60 screws, all in makeshift holes, and then hoping that the wood held up enough for you to re-hack it together at your new house. The worker agreed it was not the initial design of the bed to have screws and once again they said they would come back and find a way to, "make it work".
A couple weeks past and they decide that a new idea has arrived. Ken Nugent told me over the phone that he had spoken with the workers and they agree it is a faulty design and only a new system will eliminate the continuing problem. They propose to try a "bunkie" board system, that will replace the existing faulty wooden slat system. A "bunkie" board is a board that will serve as a boxspring and be supported by lips on the side beams as well as a center bar down the middle. I was unhappy that my NEW bed purchase had turned into a troubleshoot project, They were essentially altering the NEW product I had knowingly purchased.
I spoke with Dave Keane, the president, and he refused to see my point of view that my NEW bed was not a NEW bed at all. But that it was more like they were trying to figure out how to patch up a faulty product. I asked why it wasn't possible just to switch bedroom suites? He told me this was not an option. He also said something that I will never forget, "I am not one of those people who believes the customer is always right!" I guess my only options were to make the pieces of wood I had in my room work. Despite admission that the product was faulty by the "experienced" laborers he had hired. Despite my opposition to this I had no choice since they gave me no other options, and I was sick of constantly hearing wooden slats fall out underneath me while I lay in my NEW bed.
They allowed us to see the "bunkie" board and we agreed to try it as a replacement. Now I ask you, if when you purchase a new, expensive, product, do you expect it to at least work the way it is supposed to? And if it does not, and the company is one of reputation like the BEST Sleep Center, do you not expect them to at least replace the faulty product? Or...do you expect them to just say well here we'll patch that up and "make it work". I thought that when a NEW purchase is made, you received a NEW product the way it was intended..NEW!! Not that you have to find ways from the very beginning to, "make it work". Ken Nugent apologized for the slats and while I was at the store I looked at a few of the beds with a similar slat system. There were three beds that had wooden slats falling down underneath them! I asked him why they sell beds that just fall apart like that? Especially when all I hear Dave Keane say on his radio adds is how they are so successful because they have superior products to the competition.
Nonetheless, the "bunkie" bed option arrived and the workers set it down and noticed it was very close to the edge of the side supporting lips. He used a measuring tape and noticed that there was a 1.5 inch gap on the sides as well as on the end once the "bunkie" board was laid down. He also noted that it could possibly shift and fall off since it was just a little too small for the bed. Once again probably since it was not in the initial design in the first place? Then he called the office to tell them it wasn't going to work. They pretty much told him to find a way to "make it work" which was their stance since the beginning. I had had enough once again and asked why I could not just get a whole new set with a different design that wasn't admittedly "faulty" and that I did not want to continue to try to make my NEW bed work! It was noted that the side rails were also warping, possibly contributing to the slats being warped as well. I refused to allow this setup that was going to have the potential of falling off.
They came up with a new option! "We will install 3 more beams from one side to the other of the bed to help support it as well. Plus we will replace the side beams since they are warping also." Once again more building 101, "let's make this work!" They failed to see my view that a NEW bed should not require a completely different setup. Even though I had allowed them to try to "make it work" up to this point, I was now certain that I wanted a replacement for this hogde podge bedroom suite. I asked why it wasn't an option to just exchange the set for another set. I was even willing to pay the difference, I just wanted a NEW bedroom suite, that was just that....NEW, quality, and would at least hold up. Instead I was being forced to piece together something and "make it work?"
Dave Keane finally called back and informed me that I had to just accept it how it was and if they fell out then I needed to just get used to it happening. That all beds have these problems, and that that is the reason they show the wooden slats that have fallen out in their showrooms, so that people know that they should expect that to happen. I asked him why he states in his radio ads that they have such superior products when even the showroom ones are apparently designed to show their faulty design, apparently to prepare us so that our expectations are not too high? He actually hung up on me stating that unless I allowed them to come back to set up this option I was pretty much SOL.
So I am sitting here now trying to piece together this whole thing that is still not over. They plan on using all new pieces except the head and end boards, yet still the option of a replacement suite is not being offered. I guess people should be warned that when Best Sleep Center sells you a product...it is not the quality product that they claim it to be. They have admitted that they sell faulty products and I have first hand experience that this is true. People should also be warned that should you have any problems with NEW Best Sleep Center products, too bad..you just have to find a way to "make it work!?!" I hope your NEW bed purchase goes a lot better than mine did, and you end up with a NEW bed and not a "make-it-work!" Best Sleep Center hack job bed. Hoping for your sake that, "Yooooouuu'll NEVER find THEM!"