Avoid this company
Avoid this company! Non- existent customer service, no aftercare, no accountability, and no refunds. Once they've got your money, you're on your own.
Antwort von Luxurious Beds
Hi Elizabeth,
We believe this review does not accurately reflect your experience with us. Throughout this process, we went above and beyond to accommodate you in ways that very few companies would. You even confirmed to us over the phone that you were happy with the other bed and were looking to order another one for a different property.
For this order, you requested a fully bespoke bed with a full-wall headboard. We asked you to provide both the wall height and width, but you only supplied the wall height, which later turned out to be incorrect. You did not provide the wall width, explaining that it was unnecessary because the bed would fit and that your bedroom was very large. Unfortunately, this was not the case.
We specifically asked you to confirm that the bed would fit before we started manufacturing, and you assured us that it would. You told us not to worry and to proceed with production. Normally, we do not begin manufacturing until we have received all the required measurements, but we relied on your confirmation and proceeded with your order.
When the bed was delivered, it became clear that it would not fit because the bedroom was significantly smaller than we had been led to believe. We collected the bed, remanufactured the headboard, and returned it. As the issue resulted from the incorrect and incomplete measurements provided, we asked you to cover the cost of the alteration. However, you declined and instead requested that we provide a new headboard free of charge. As a gesture of goodwill, we agreed to do so.
In addition, the second bed was never paid for in full. We had already reduced our quoted price to accommodate your budget, as you explained your financial limitations. We also supplied a complimentary storage box and free fabric for your window blinds. Despite these additional concessions, the outstanding balance for both beds was never paid as per quotation and we still accommodated you as returning customer.
Despite all of this, we continued to provide the highest level of customer service and offered very competitive pricing throughout, you cant blame customer service as we been over the phone for over few hours during this time.
If a bespoke bed does not fit because the measurements provided by the customer are incorrect or incomplete, this is unfortunately not the company's responsibility. We requested the necessary dimensions from the outset, but you repeatedly assured us that the bed would fit and instructed us to proceed. The second bed was also manufactured exactly to the design you selected. There were no faults with either bed, and both were inspected after installation.
For these reasons, we are disappointed and surprised to see this review, as we believe we acted fairly, professionally, and in good faith throughout the entire process.