plushandoak.com

Disappointing

I was so excited to receive my new bed. I paid for the rush shipping which was a little over $300 extra , just so it would be here in time for my opening of my new studio. That was giving it an additional couple weeks for any delays. I had ordered swatches (which say are free but you have to pay shipping so they aren’t really ‘free’” I picked the “nude” shade. They had an accessories sale so I purchased all my accessories in the “nude” shade. This bed is not cheap so I did have to save to purchase the bed but I wanted it so bad. So my husband helped me pay for some of the bed . When it finally arrived I was eager to set it up when I realized , the accessories that I previously ordered didn’t match the bed? I was panicking, thinking the company had sent me the wrong bed. So I was trying to email and call customer service . They weren’t answering. I messaged their Instagram where they said that they would call me. Then I received an email saying that there phones were down. When I was trying to call, it was just going to voicemail. I felt like I was being avoided. Then I got an email saying that that colour nude had been discontinued And they’ll send me new accessories to match the new colour of bed that I had received. I explained that I had ordered watches off their website and I didn’t like this new colour of nude and this isn’t what I ordered and wasn’t happy. Communication was slow and I was already very frustrated and worried since my opening was now coming up and was worried I wasn’t going to have a bed. I emailed back about how disappointed I was in the customer service and the lack of communication . Then I Received an email saying “ Oh, we found some of the old material we can make a new bed in the original colour” which seems weird? Why not just make it in that in the First place or at least put it somewhere on the website or anywhere on the Instagram bios or highlights to communicate that there may be a new shade and if you would like the old or the new one? I was also told this happened because I had another email address that I ordered from. Ether way maybe stating the nude colour changed would have been helpful. I could have added that I order the “original nude” to the order notes. Would have avoided this whole mess.So I then had to wait an additional 4 weeks for the new bed to arrive . Missing my opening. When I asked for a refund for the $300 rush delivery that I paid for for the original bed I was told I could receive store credit. Which has no use to me because I now own the bed and all the accessories so what am I supposed to do with that? I disagreed and asked for my money back. Then I was told I never actually paid for rush delivery and they sent me the receipt for the second bed they sent. So then I had to prove that I paid rush delivery and sent the receipt for the first bed which they finallly agreed to refund. They never did anything for me for all the run around and crap they put me through which was again disappointing .I still have this old bed here , I have nowhere to store it and it’s in my way. They are supposed to be picking it up but have to reschedule pick up cause it wasn’t boxed up because I had opened it when I thought it was my original bed. You would think that all the money you spend on such a pricey item they would treat you a little better and would have an overall better experience. I was left with nothing positive to say about their customer service. Also found out after purchasing the accessories, including the stool, they discontinued the stool because it wasn’t the right fit for curvier body types.. which I am. So now I have a very expensive stool that is not comfortable.

Date of experience: Jun 26, 2024