The bed frame was supposed to arrive within 3 days which was one of the main reasons I chose Wayfair. Instead, the bed arrived nearly a month late. I had to call customer service 4 times over the course of that time before they resolved the issue. They didn’t tell me why the package was delayed. They were very little help. They suggested that I cancel the order and reorder, but were unable to grant me the same price as when I first ordered. I petitioned for compensation/a discount for the delay, but was denied. Additionally, the website advertises a 13 inch clearance underneath the bed. This is false. The clearance is only 12 inches. I specifically chose this bed because the website said it had a 13 inch clearance. I have an item that is 12.5 inches tall that I was planning to store under the bed. Lastly, the instructions were not included in the box. I used the pdf instructions online, but they were confusing and blurry. It was easier to assemble once I stopped trying to use the instructions. The number and letter labels on the instructions did not match the labels on the frame parts. The bed itself seems like a sturdy, well-made bed. No parts were damaged or missing. The customer service is very lacking. While the people helping me over the phone seemed nice enough, they had their hands tied in terms of actually being able to effectively help solve the issue. The FIRST time I called, the bed should have been reordered and the price matched. If a customer has to wait nearly a month for their item to arrive, when they were promised a 3-day delivery, there should be some sort of compensation/discount for that significant delay.
