Complaint Review: Dr. Futon Kids 2 Inc.

Dr. Futon Kids 2 Inc. DOESN"T STAND BEHIND THEIR PRODUCTS AND SCREWS THE CUSTOMER AFTER THE SALE .....

We were preparing to move to a new home at the first part of September. Our kids needed new beds and we found some really terrific ones at the Dr. Futon website. We placed an order for more than $1,300 and arranged for delivery to coincide with occupancy of our new home. The delivery data came and went. We called only to find that due to a technical error, they had not processed the order and it was still waiting for authorization to ship. Sure, my kids were on the floor, by OK...it can happen. They assured me that every effort would be made to get our order to us.

Finally our order arrived. At first, everything seemed great. The first bed assembled well and looked awesome in my youngest child's room. Then the second bed was uncrated. It was a very heavy and durable metal platform bed. Evidently, it had been dropped as well as had something smashed into the side of the crate which severely damaged two of the main components. With the bed now here, yet unuseable, we began the claims process. It took several days to get a claims inspector from the carrier, Watkins Motor Lines, Inc., to show up. The inspector noted damages, took photographs and departed saying that it shouldn't take long to clear up.

Well, here it is the 18th of November. My oldest child still doesn't have a bed and I still have no resolution to the problem. Numerous calls to Dr. Futon have been placed and plently of activities have supposedly transpired. On one occasion, I asked specifically why they make their customers wait on claims to be processed with their carriers before sending replacement product. I was told that it was "company policy" and that they couldn't do more until the claim was settled.

After expressing my dissatisfaction with this policy, I received the phone number of the president of their company, who conveniently uses an answering service and apparently doesn't bother returning calls. The California based Internet Manager is also unavailable until the middle of this week. I guess that is why I am here. After this is submitted, I am faxing a copy to their unavailable management.

If you are planning on making a purchase with Dr. Futon, maybe you should hold off just a bit to see how well they respond to customers that have already been pushed too damned far. It takes more than just a good quality product to build a successful company, service after the sale is just as important. If they can get their stuff together, I'll follow up here to let everyone know.

Jeffrey
Naples, Florida