First I love the bed and wanted this to be the first major furniture purchase for our new home. However, it has been a nightmare of terrible customer service (they are friendly), but the policies are horrendous so the agents are nicely apologizing but unable to rectify anything. The headboard, footboard and frame all are separate. The item isn’t the Watson once you order it is 3 separately named items that internally don’t even match the name on the boxes that are delivered. The item went on sale for 15% off 2 days after I ordered, before delivery, but after the item had “shipped”. I contacted expecting an easy credit…nope. Then I ask for the order to cancel, nope, since the item had “shipped”, I’d have to pay return shipping (larger than the discounted amount). Fine, I love the bed, just forget the discount (oh I was offered a 10% off on 1 item for future purchase). Bed arrives, I unbox the headboard and there is a large stain at the top of the headboard. In the pictures it looks muted, but it stands out and shouldn’t be there at all. Chat with an agent, I can keep for a discount (no the stain is literally right at the top in the middle) or exchange. I reluctantly do the exchange. I get a confirmation email and the shipping is now 2 weeks out. My original order shipped and delivered in 5 days….I reach out that this is not going to work, I have been waiting to get into my new house etc. I chat with multiple agents, the first canceled the request for the exchange. Then she refunded the bed frame, and I was told to keep it, but that in order to cancel the rest of the order I’d have to pay return shipping on the damaged item and the footboard which I haven’t even unboxed so no clue as to condition. Just incredibly disappointed. I would have expected an easy credit for the sale price, that didn’t happen. Then I would have expected expedited shipping on the replacement, that didn’t happen. I did not expect to have to pay to ship back a damaged item because I can’t wait 2 weeks to get to sleep in a bed. Again, the bed itself looks beautiful and I would love to have worked this out. I still don’t know exactly what is happening as the chats and emails are contradictory. I will go to my card company for assistance. As previously stated the Oak Watson bed is also known as the Osiris, but on the box it’s the Devon. The footboard on the Watson is known as the Osio footboard, also the Devon on the box. I believe in the description on the website it said it was made in China, but the exterior box says Vietnam. I feel very disappointed in Birch Lane/Wayfair/Joss & Martin. I still have to contact tomorrow to find out if the replacement was cancelled, if it’s coming, what happens with the other items….hours lost, a fair amount of money spent and no bed! Do better!
