28 Jan 2026 · MoveAdvisor
1.0 out of 51.0
As large and well established as this company is, it is deeply concerning that leadership has not taken meaningful action to address the volume and consistency of negative customer reviews. The feedback clearly indicates a need for a thorough review of both internal operations and external delivery processes, as well as accountability at the leadership level. Unfortunately, our experience reflects these systemic failures. My husband and I recently purchased a new home and, after extensive research, he spent considerable time locating a unique vintage bed. This was not a standard item it was a one-of-a-kind antique piece that cannot be easily replaced. Once the bed was secured, delivery arrangements were made through this company. My husband was required to pay the delivery fee separately, which we did on December 4. At that time, we had already disposed of our previous bed and were sleeping on the floor, anticipating delivery the following week. Instead, what followed was a series of delays, rescheduled delivery dates, and inconsistent communication, all of which caused significant frustration and inconvenience. In late December, we were informed without prior notice that a critical piece of the bed had been lost. This rendered the bed unusable, as the floating nightstands attach directly to the headboard and could not be installed without the missing component. As a result, the bed was incomplete and could not serve its intended purpose. We escalated the matter to the seller, who stepped in to assist and address the issue on her end. At that point, my husband and I stepped back, trusting the company to resolve the matter appropriately. However, we are now faced with another serious issue: this company is refusing to issue the seller a full refund for an expensive antique item, despite their admitted failure. Additionally, we are still awaiting reimbursement for the delivery fee that we paid directly. To date, we remain without a bed and are still sleeping on the floor while attempting to locate another comparable vintage piece an extremely difficult task given the uniqueness of the original item. This company not only failed us as customers but also failed the seller. After reviewing numerous customer complaints, it is evident that this is not an isolated incident. Leadership should be closely reviewing these patterns, reassessing roles, and restructuring processes where necessary. There is a clear need for operational oversight, accountability, and a comprehensive overhaul of both internal and customer-facing systems. We are committed to ensuring this experience is documented so that other customers do not endure similar situations. There will be continued follow-up regarding this case until it is resolved appropriately.
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