On 1/23/2023 I ordered a Queen size sofa sleeper from 1Stopbedroom online at 1StopBedrooms - Furniture & Home Decor Store aka Ashley for $1,213.12 plus the mattress, $218.99 totaling $1,432.11. They promised that the merchandise would be delivered in 10 days (which did not happen). Then I received an email and phone call on 2/1/2023 stating that I needed to pay another $328.48 for the mattress. The product details never referenced an order add-on for a mattress, so it appeared to be all-inclusive so when I received the message that I was being required to pay an additional $328.48 I told the person from the sales department who contacted me that I wanted to cancel. They talked me out of canceling by lowering the price by $100 and giving me a free warranty. So then I just paid an extra $218.99 and the order was placed. There were 2 delivery attempts to my home. First I want to mention that in the fine print of the order, “stairs” was included in the delivery option that I paid for that was included in my order. And the shipping that I paid for with the order was “room of choice”. Now on the 1st delivery attempt, there was 1 delivery guy trying to deliver the 200pd couch by himself. When he got to my 2 story townhome he asked to see where the couch was to be taken to. When I told him upstairs he said he could not do it by himself and stated that he was going to have to reschedule the delivery. On the 2nd delivery attempt, 2/21/2023, there were 2 delivery guys. As soon as the guys got to my home the first guy came in and asked where I wanted the couch and when I told him upstairs he told me that he could not lift it. I asked him if he had someone to help and another guy came off of the truck and they both said that they cannot lift the 200-pound couch up the stairs. I was upset and asked if they would try because I made notes on my order that it needed to go to the 2nd floor and that the order included stairs. After they heard me out the guys brought the couch in and got to the stairs and said they could not lift it up the stairs. They took 2 pictures and then started to leave. I made them take the couch with them because at that point they failed to deliver to my room of choice as requested. I decided because of the way that the company poorly handled the delivery and that they didn’t send people equipped to do the job as they knew the weight of the couch before I ordered it and that is not my job as the consumer to carry a couch upstairs as my order requested it to be delivered. I canceled and they are charging me a return fee of $488.25, a 15% restocking fee of 157.33, non-refundable white glove/delivery/room of choice fee non-refundable of $149.99 bringing it to a total cancellation fee of $795.57. I paid $1,432.11 for this couch and they are only giving me back $417.55 which is unacceptable. To make matters worse the tacky delivery company that was sent damaged the front door and the walls of my home that I am renting that I will have to pay for, and they are not acknowledging my repeated complaint about it. I keep calling the company, 1StopBedrooms, and they will not help me and will not allow me to speak with an Executive level person nor did anyone call me back to discuss the issue, as promised. I have pictures of the damages and someone was here with me as my witness when all of this took place, for both delivery attempts. I am extremely furious about this tacky transaction, and I am not going to stop pursuing this company and letting everyone know about this including legal representation. Beware of this fraudulent business.
If you like anything on this site, just search for it and buy it directly from manufacturer or buy it elsewhere. Cut out this middleman with terrible customer service.
Bought a matching dresser set. Half of order was sent, other half backordered. Backorder was delayed 4 times. Upon cancelling the never arriving backorder, was told I would receive Return Instructions for the other half of the order. No instructions came. Upon contacting them, they said the other half of the matching dresser set could not be returned as it had been 35 days since delivery which is over the 30 day policy, even though I had never received the full order and got a verbal agreement to the return through their terrible customer service rep.
Their customer service reps are smug scumbags that seem to enjoy ripping off customers. Their positve reviews appear to have a large number of purchased reviews to counteract high number of the awful ones. They also didn't even respond with resolution off to a BBB complaint.
I wish I could give 1StopBedrooms negative stars. This company overpromises inexpensive furniture to be delivered ASAP for free. What a load of garbage. First, the upsell because "we can't deliver free to your area." Then, "the item you ordered is back-ordered. Please wait a few weeks." Then, "it's still back ordered you can keep waiting or receive a refund." By this time, I have no confidence in this company and opt for a refund. That was nearly 10 days ago, and still no refund. When I called to demand an ETA on the refund, I was hung up on. I've filed a chargeback with my bank against this fraudulent operation. STAY AWAY IF YOU VALUE YOUR MONEY
On July 3, 2022, I placed an online order at 1StopBedrooms.com for bedroom furniture. The order, identified as Order # xxxxx, consisted of: 1 Holverson Brown Milk Crate Queen Sleigh Bed, 2 Holverson Brown Milk Crate Nightstands, 1 Holverson Brown Milk Crate Dresser, 1 Holverson Brown Milk Crate Mirror, and 1 Grand Isle Plush White Queen Mattress for a total including tax of $3,347.23.
On July 11, 2022, I received the mattress and noticed that the name was different from what I had ordered. As is clearly shown on the order, the mattress paid for was the “Grand Isle Plush White Queen Mattress,” but the item delivered was a “Mt. Dana Ltd. Plush” mattress. As discussed below, through prior research I knew the Mt. Dana to be a lower quality mattress.
I was quite upset that I had been sent a lower quality item that I had not ordered, or that a substitution had been made without my approval. I left a message about the problem using the message link in the order email. That message read:
I received a mattress as part of my order today, and it is not what I ordered. I ordered a mattress as part of a bedroom set, and the mattress was specified as "Grand Isle Plush White Queen Mattress," retail price $824, sale price with the set $503. What I received was a Mt. Dana Ltd. Plush queen mattress, retail price $659.
The price difference indicates what I was sent is approximately 25% less quality and durability. What I was sent is not what I ordered. I had looked at other mattresses at your web site and others, including the Mt. Dana, and I decided to go with the "recommended" Grand Isle Plush White Queen Mattress in part because it seemed like a good mattress for the price. Had you advertised the Mt. Dana that I received, I would have selected something [else] here or elsewhere.
At this point, I have a 170 pound paperweight in my bedroom. Please let me know how you are going to address this issue. I do not want a $500 mattress that I have to replace in a few years. I consider this unapproved substitution at least unprofessional and possibly illegal bait and switch.
If you cannot address this issue, I want my entire order canceled and I will be happy to pursue redress through the Better Business Bureau and the attorney general consumer fraud division.
Attached is a photo of the label of the item I received.
I had conducted quite a bit of research prior to ordering and had only ordered the Grand Isle mattress at 1StopBedrooms because various information I could find indicated to me that the Grand Isle series mattress was probably slightly better than some of the other choices available by this dealer.
Part of the decision was based on the link to the Grand Isle mattress that was in my cart before checkout (and consequently is also linked in the order) showed a “regular price” of $824. On the other hand, the Mt. Dana mattress shows a “regular price” of $659. I double-checked these prices and my prior research before filing the above complaint.
It is difficult to assess mattresses online, but right or wrong, I took several things in consideration before ordering the mattress I did. Current reviews show some mattresses in the Ashley Chime collection are priced similar to the Mt. Dana, while those in the Ashley Sleep collection are priced similar to the Grand Isle mattress, and the Sleep collection mattresses are described at one location as better because they “feature greater amounts of foam, coils, and fabrics than Chime” (https://www.us-mattress.com/ashley-sleep-mattress-review.html).
Although I could not find many reviews specifically for the Grand Isle, I did find several for the Mt. Dana mattress. Reviews at Amazon included a significant number of one-star ratings. There was a rating of 5 out of 10 for a mattress review “comfort scale” at one review site (https://www.us-mattress.com/ashley-sierra-sleep-mount-dana-limited-plush-mattress-review.html).
At 1StopBedrooms, the Grand Isle mattress was listed as “recommended” for the bed frame I was ordering, and it seemed to be a fair price based on the research I was able to do, so I ordered that. Had the “recommended” mattress been the Mt. Dana, I definitely would not have ordered that mattress. I would have chosen something else either at 1StopBedrooms or a different vendor.
The initial complaint as worded above was assigned case number xxxxxxx, as per email response to me received July 11, 2022, at 8:14pm. I received a number of phone calls from 1StepBedrooms on July 12, 2022 that I could not answer. No message was left on my voice mail.
On July 13, 2022, I received a call from a person identified as “Jon M.” who first told me that the mattress I received was the same as the mattress I ordered. As part of his argument, he said I should look at the web site, but I knew the images and descriptions are too general to distinguish the quality of the inner materials. Because I had done the aforementioned research, I knew this statement was false, and I adamantly stated that his claim that these are the same was not true. Or, if these are the exact same mattress, then 1StopBedrooms is engaging in deceptive advertising. Even if these are the same mattress, I should have been sent what I ordered.
The representative identified as “Jon M.” next stated that the Mt. Dana is priced lower because it is a store brand. This also is not true. Store brands do not carry the manufacturer branding. On the 1StopBedrooms web site, both these mattresses are branded as Ashley, and there are numerous hits for Ashley Mt. Dana mattresses in a general Internet search.
The representative identified as “Jon M.” mentioned that it might be possible to “work out some sort of exchange or something,” not that the company would replace the item they sent me with the item I ordered at no cost to me, which would have been the appropriate response from “Jon M.” Due to these statements providing a clear indication that “Jon M.” was not willing to engage in a good faith response to my complaint, I ended the call and responded by email that I wanted the entire order canceled and noted that I would be filing complaints with consumer protection groups.
I subsequently submitted a request to cancel the entire order, and that request was confirmed by an automated email of July 13, 2022, at 10:05am. That request was assigned case number 2274536. Although the confirmation email stated that someone would be in contact about the request within 48 hours, no one has contacted me about this request.
I did receive another email on July 14, 2022, time stamped 1:57pm, from the representative identified as “Jon M.” stating “[t]he fact that you paid $100 less for the exact same mattress does not bode well for your allegations.” I am not quite sure what that means, but I’m taking it that it is saying I should just be happy with what they sent me, regardless of whether or not it was the item I ordered.
The email also stated that they would not cancel my order that they have failed to fulfill without charging “return and restocking fees.” The representative also claims to have offered a “free exchange of the mattress,” but no such an offer was ever made, only as stated above the vague and dismissive claim that it might be possible to “work out some sort of exchange or something.”
Because 1StopBedrooms has engaged in unprofessional and perhaps illegal bait-and-switch tactics, and because their representative has shown no indication the company is willing to engage in a good faith effort to correct the problem, I am requesting that all applicable fines or other actions attempting to hold businesses accountable for such fraudulent activities be pursued (I understand BBB does not do this).
Because 1StopBedrooms has shown that they have no hesitation about acting in bad faith, and have given absolutely no indication that they are willing to properly fill the part of my order that consists of just the mattress, I feel there is little reason to expect that they will appropriately fulfill the other part of the order. As the remainder of the order has not even been scheduled for delivery yet, I am requesting that this order be canceled and that I be fully refunded.
Only if 1StopBedrooms provides the appropriate mattress I ordered at no additional cost to me would I consider accepting the rest of the order, and at that time it will only be with the condition that any substitution or item damage will result in a complete refund of the entire order at no cost to me.
I placed an order #8983637 for $5798.88 on Sept 11, 2021 for a bedroom with delivery and white glove deluxe installation. On the 2nd of October I had contact from the third party delivery company (Ryder Last Mile) that the delivered head board received at the warehouse is broken and needed replacement. They rescheduled delivery to November 1st.
On Nov 1st a broken headboard arrived at my house. A professional from the third party started assembling the room but found during the assembly that the hardboard is broken and paused a threat to safety. The delivery company took back the headboard. The rest of the bed could not be assembled.
A series of tickets were opened on the company website
Every time they reorder and I have to wait months and the order comes back broken again. It is not a scratch or cosmetic. I'm talking about missing a leg or two.
This has repeated for 4 times with months in separation. When I requested a return and refund they refused and said it is beyond the 30-day return policy. When I filed a complaint with BBB, a representative from 1stopbedroom called and asked me to close the ticket so he can send the inspected reorder.
I closed the ticket and for two months they have been claiming that the delivery is with the third party who is not responding to them! They refuse to disclose the third party name or the tracking number of the reorder but insisting it is not their fault but the fault of the third party who received the headboard and is not responding.
I gave money to 1stopbedroom not to the third party. This automatically makes 1stopbedroom legally responsible for all acts taken by their third party on their behalf. It is the responsibility of 1stopbedroom to deliver non broken furniture
They have announced this on their website and claimed legal responsibility for. They are in breech of their own announced policy. They are in breech of business bona fide principle based on false claims and stalling techniques which makes you legally liable for compensation fees not to mention federal and state fines.
If it wasn’t for the overwhelmed legal system I would be having this discussion in court.
I purchased a sectional from this company which apparently has many complaints against it within the State of New York and is also accused of fake reviews. I made the purchase 11-14-2021. Days later got an email stating they needed verification of address of credit card. I knew I provided both correctly but called back - they answered this tele no. as they tried to extort more money from us.
They asked if I wanted white glove in home set up. I declined. The rep said you're making a big mistake. Then said well you have to pay 200 plus dollars more for set up bars to attach the sectional, never stated in sale so probably illegal, but I accepted. Told my husband, he called and made them retract that charge.
He then asked for delivery date and was told no that could not be given. Looked into their own policies and within 7 days they were to acknowledge the order and within 7 days from there they were to provide a delivery date.
To date they have not and will not answer emails or calls nice or not so nice. They are a disreputable company . Their cancellation policy is draconian and egregious 24 hrs only cancel neve told think this is illegal. It also carries a 15 percent restock charge and a ship back charge. Ridiculous if my order is not yet even acknowledged or in progress.
Purchased a chair on 7/16/21. Called numerous times to see when it would be delivered. Customer service always said 2 weeks. Online tracking does not show the item ever shipped. 8/30/21 called to cancel the item and told I would be charged 15% restocking fee and 1.75 per pound to reship (Appx $300.00). I am being charged to cancel an order that I never received that doesn't even show shipped on thier website. This is fraud!
I ordered nightstands on 3/3/21 for $328 from English Elm but the ship date at the time was a little further out. Then I found the nightstands on 1stopbedrooms for $388 but a sooner ship time. So I canceled my order at English Elm and placed a new one with 1Stopbedrooms. It was supposed to ship in March. Then they said it would ship on or before 4/8/21. I followed up with them on 04/27 and I was told it would be shipped that week. Well today is 5/3/21 so I called them, they said it should ship next week..... I asked if they could give a discount or price match the set I canceled and they said no.
Needless to say, I canceled my order and replaced at English Elm. I refuse to support 1StopBedrooms. While waiting on hold, their automated recording that plays actually said they price match and they have the best price guaranteed. I consider that false advertising as well.
The sold me a sleeper couch & I also purchased a 5 year warrantee. The sleeper couch mechanism is broken and every time I contact them to fix it they tell me the part won't come in for another month. This has been going on for what will be the 4th month. There is a senior man in the apartmen. His caregiver cannot sleep on the floor.
1Stopbedroom keeps lying to me and each time has given me misinformation and a further postponement. I want to return the couch and get q full refund but it would cost me half of what I paid for the couch. I am on social security. This is very difficult as I do not have money to replace it by buying a new couch. I sent them pictures and they said only a part needed to be replaced but they won't send it & won't refund my money.
1stopbedrooms located in Brooklyn New York is scamming, defrauding consumers. We purchase furniture that came broken, pieces that did not match, pieces missing, extra additional parts that we did not order but the scammers in this furniture store force and charge the credit card without consent. They refuse to pick up the furniture that came broken (as all items have broken areas) they refuse to take furniture back and refund the thousands of dollars.
We have demanded full refund and they are THIEVES THEY ARE REFUSING TO PICKUP FURNITURE AND REFUND. The FURNITURE is also of very bad quality but they claim it comes from SPAIN which it does not! DO NOT PURCHASE FROM THIS FURNITURE PLACE. The BBB reviews are over 2000 to 5000 NEGATIVE (with a few hundreds that they have resolved). They are taking advantage of the elderly, they enter charges on credit cards which by law is Fraudulent.
1STOPBEDROOMS LOCATED IN 1716 Coney Island Ave, Brooklyn NY 11230 IS A FRAUD SCAM FURNITURE STORE, https://www.1stopbedrooms.com GO LOOK AT THE BBB REVIEWS YOU WILL SEE THE FRAUD THESE PEOPLE ARE DOING ON THOUSANDS AND THOUSANDS OF DOLLARS. ****SABRINA L AND KEVIN ... Just two of the many that work here and either own or are trained to SCAM DEFRAUD CONSUMERS!****
I ordered a mattress and foundation from this company on May 16th. When I noticed my delivery date constantly being pushed back I called to find out why. My first complaint is this, when calling this company if you push the make changes to an existing order option, you will sit on hold for more than 1 hour and 45 minutes, so you have to have patience. If you use the call back option, they will also not call back for at least 2 hours, so keep your schedule clear. If you push the make an order button just to try to speak to a representative, they will answer right away, but once you submit your complaint they will direct you back to your 2 hour wait.
Once you finally talk to someone, they will explain to you that they never actually had your product onsight and that its still with the manufacturing company due to COVID-19, however, they can sell you one of the beds that is onsight, but of course its not of the same quality as what you ordered and there is no offer of a refund for the difference in price. This upset me since the only reason I bought the mattress I bought is because a representative convinced me that the one I had wasn't a good fit for the bedframe I had bought earlier from them (ordered tha first and it took that over a month to come to), so this bed should have at least "been onsight".
He also convinced me to buy higher insurance coverage because the one offered, although it said it when I bought it, didn't cover wear and tear from shipping if something should happen. Anyway, I denied the offer for the replacement bed because I wanted what I ordered, they gave me a bogus extension via e-mail to use to reach them directly in case we were disconnected and ensured me that they were working on it. However, when you call back, they never answer. I have asked for refunds via e-mail and telephone conversations. Each time I received the run around.
One time the phone mysteriously just hung up. Today marks two whole months since I placed my order. I currently have a bedframe I haven't opened, no mattress or foundation, and am currently sleeping on an airbed. Last week when I e-mailed Marie V about my refund, the representative with the extension, she assured me via e-mail that the items would be here today 07/16/20. I checked the status on the website today and it still reads, "Awaiting Acknowledegement", which means, according to Marie V, that it's still with the manufacture. I tried calling her today. No answer and her answering machine as always is full. I spent almost $1400. If they think this issomething that I will just let go they are sadly mistaken. At this point I wouldn't recommend them to anyone.
Bought furniture online and called back next day to cancel And they said they will charge me 15% stocking fee. Items l ordered where worth $4000 and would take up to 4 weeks to deliver.
The 1st agent said l am outside 24 hours to cancel, and when l called next day to follow up on my cancellation the agent you can’t cancel because the furniture is in transit.
I am writing because I am very upset with the recent results of an order I tried to place with 1stopbedrooms. I have ordered items in the past and have been extremely happy with my the entire purchase process and with the items I have ordered.
This time I was contacted because an order I placed was not properly totaled online when I paid for it and then again contacted to pay extra shipping, then again contacted because my item were going to be placed on backorder.
When I spoke to the sales representative about the backorder, I in the middle of driving and was very irritated at this point and agreed to the backorder because he told me I had to let him know immediately. At no time did he explain that I would have to pay a fee to cancel or anything about how the backorder process worked.
I did not read this information when I placed the order because according to my order on line this was not going to be an issue. The sofa I ordered has not yet been shipped or processed and the ottoman has been processed and shipped to the shipping company though no one has contacted me yet.
I understand paying a fee to cancel the ottoman but do not agree with paying to cancel the order on the sofa.
When I called the number on the website, several times, they were not helpful and did not answer my questions. At one point I asked to speak with someone else because I could not understand the lady. She placed me on hold for about 10 to 15 minutes and then came back on the line and told me she would e-mail me my fees that I had to agree to. I almost through my phone I was so upset with her.
Several representatives told me they would e-mail me things I had to agree to on-line so they had documentation but I have not even received those yet.
I spent over five thousand dollars at one stop bedroom. The company said the bed and bedroom furniture would be delivered in 4-6 weeks and built by a white glove delivery service. I waited 8 weeks for delivery of the beds and bedroom furniture and then they were assembled incorrect and I had to take them all apart, reassemble much of it and wait weeks for the missing parts to be re shipped.
I waited 4 weeks for my countertop chairs and then they were abruptly canceled with no warning. Another chair and a chest were backordered, I was asked if I wanted to wait for the backorder until November 4th or just cancel that order. I agreed to wait until November 4th.
Now its December and I was told the chest and chair are again backordered or unavailable until January. I just want my money back and they will not returns my calls and only generically reply to my emails. I have emailed and called at least 50 times.
This is absolutely ridiculous and the worst company I have ever done business with. After all of this debacle I just want my money back for the chair and chest as well as the money I paid to have the furniture assembled. I am owed 1056.85.
1StopBedrooms Reviews
On 1/23/2023 I ordered a Queen size sofa sleeper from 1Stopbedroom online at 1StopBedrooms - Furniture & Home Decor Store aka Ashley for $1,213.12 plus the mattress, $218.99 totaling $1,432.11. They promised that the merchandise would be delivered in 10 days (which did not happen). Then I received an email and phone call on 2/1/2023 stating that I needed to pay another $328.48 for the mattress. The product details never referenced an order add-on for a mattress, so it appeared to be all-inclusive so when I received the message that I was being required to pay an additional $328.48 I told the person from the sales department who contacted me that I wanted to cancel. They talked me out of canceling by lowering the price by $100 and giving me a free warranty. So then I just paid an extra $218.99 and the order was placed. There were 2 delivery attempts to my home. First I want to mention that in the fine print of the order, “stairs” was included in the delivery option that I paid for that was included in my order. And the shipping that I paid for with the order was “room of choice”. Now on the 1st delivery attempt, there was 1 delivery guy trying to deliver the 200pd couch by himself. When he got to my 2 story townhome he asked to see where the couch was to be taken to. When I told him upstairs he said he could not do it by himself and stated that he was going to have to reschedule the delivery. On the 2nd delivery attempt, 2/21/2023, there were 2 delivery guys. As soon as the guys got to my home the first guy came in and asked where I wanted the couch and when I told him upstairs he told me that he could not lift it. I asked him if he had someone to help and another guy came off of the truck and they both said that they cannot lift the 200-pound couch up the stairs. I was upset and asked if they would try because I made notes on my order that it needed to go to the 2nd floor and that the order included stairs. After they heard me out the guys brought the couch in and got to the stairs and said they could not lift it up the stairs. They took 2 pictures and then started to leave. I made them take the couch with them because at that point they failed to deliver to my room of choice as requested. I decided because of the way that the company poorly handled the delivery and that they didn’t send people equipped to do the job as they knew the weight of the couch before I ordered it and that is not my job as the consumer to carry a couch upstairs as my order requested it to be delivered. I canceled and they are charging me a return fee of $488.25, a 15% restocking fee of 157.33, non-refundable white glove/delivery/room of choice fee non-refundable of $149.99 bringing it to a total cancellation fee of $795.57. I paid $1,432.11 for this couch and they are only giving me back $417.55 which is unacceptable. To make matters worse the tacky delivery company that was sent damaged the front door and the walls of my home that I am renting that I will have to pay for, and they are not acknowledging my repeated complaint about it. I keep calling the company, 1StopBedrooms, and they will not help me and will not allow me to speak with an Executive level person nor did anyone call me back to discuss the issue, as promised. I have pictures of the damages and someone was here with me as my witness when all of this took place, for both delivery attempts. I am extremely furious about this tacky transaction, and I am not going to stop pursuing this company and letting everyone know about this including legal representation. Beware of this fraudulent business.
If you like anything on this site, just search for it and buy it directly from manufacturer or buy it elsewhere. Cut out this middleman with terrible customer service.
Bought a matching dresser set. Half of order was sent, other half backordered. Backorder was delayed 4 times. Upon cancelling the never arriving backorder, was told I would receive Return Instructions for the other half of the order. No instructions came. Upon contacting them, they said the other half of the matching dresser set could not be returned as it had been 35 days since delivery which is over the 30 day policy, even though I had never received the full order and got a verbal agreement to the return through their terrible customer service rep.
Their customer service reps are smug scumbags that seem to enjoy ripping off customers. Their positve reviews appear to have a large number of purchased reviews to counteract high number of the awful ones. They also didn't even respond with resolution off to a BBB complaint.
I wish I could give 1StopBedrooms negative stars. This company overpromises inexpensive furniture to be delivered ASAP for free. What a load of garbage. First, the upsell because "we can't deliver free to your area." Then, "the item you ordered is back-ordered. Please wait a few weeks." Then, "it's still back ordered you can keep waiting or receive a refund." By this time, I have no confidence in this company and opt for a refund. That was nearly 10 days ago, and still no refund. When I called to demand an ETA on the refund, I was hung up on. I've filed a chargeback with my bank against this fraudulent operation. STAY AWAY IF YOU VALUE YOUR MONEY
On July 3, 2022, I placed an online order at 1StopBedrooms.com for bedroom furniture. The order, identified as Order # xxxxx, consisted of: 1 Holverson Brown Milk Crate Queen Sleigh Bed, 2 Holverson Brown Milk Crate Nightstands, 1 Holverson Brown Milk Crate Dresser, 1 Holverson Brown Milk Crate Mirror, and 1 Grand Isle Plush White Queen Mattress for a total including tax of $3,347.23.
On July 11, 2022, I received the mattress and noticed that the name was different from what I had ordered. As is clearly shown on the order, the mattress paid for was the “Grand Isle Plush White Queen Mattress,” but the item delivered was a “Mt. Dana Ltd. Plush” mattress. As discussed below, through prior research I knew the Mt. Dana to be a lower quality mattress.
I was quite upset that I had been sent a lower quality item that I had not ordered, or that a substitution had been made without my approval. I left a message about the problem using the message link in the order email. That message read:
I received a mattress as part of my order today, and it is not what I ordered. I ordered a mattress as part of a bedroom set, and the mattress was specified as "Grand Isle Plush White Queen Mattress," retail price $824, sale price with the set $503. What I received was a Mt. Dana Ltd. Plush queen mattress, retail price $659.
The price difference indicates what I was sent is approximately 25% less quality and durability. What I was sent is not what I ordered. I had looked at other mattresses at your web site and others, including the Mt. Dana, and I decided to go with the "recommended" Grand Isle Plush White Queen Mattress in part because it seemed like a good mattress for the price. Had you advertised the Mt. Dana that I received, I would have selected something [else] here or elsewhere.
At this point, I have a 170 pound paperweight in my bedroom. Please let me know how you are going to address this issue. I do not want a $500 mattress that I have to replace in a few years. I consider this unapproved substitution at least unprofessional and possibly illegal bait and switch.
If you cannot address this issue, I want my entire order canceled and I will be happy to pursue redress through the Better Business Bureau and the attorney general consumer fraud division.
Attached is a photo of the label of the item I received.
I had conducted quite a bit of research prior to ordering and had only ordered the Grand Isle mattress at 1StopBedrooms because various information I could find indicated to me that the Grand Isle series mattress was probably slightly better than some of the other choices available by this dealer.
Part of the decision was based on the link to the Grand Isle mattress that was in my cart before checkout (and consequently is also linked in the order) showed a “regular price” of $824. On the other hand, the Mt. Dana mattress shows a “regular price” of $659. I double-checked these prices and my prior research before filing the above complaint.
It is difficult to assess mattresses online, but right or wrong, I took several things in consideration before ordering the mattress I did. Current reviews show some mattresses in the Ashley Chime collection are priced similar to the Mt. Dana, while those in the Ashley Sleep collection are priced similar to the Grand Isle mattress, and the Sleep collection mattresses are described at one location as better because they “feature greater amounts of foam, coils, and fabrics than Chime” (https://www.us-mattress.com/ashley-sleep-mattress-review.html).
Although I could not find many reviews specifically for the Grand Isle, I did find several for the Mt. Dana mattress. Reviews at Amazon included a significant number of one-star ratings. There was a rating of 5 out of 10 for a mattress review “comfort scale” at one review site (https://www.us-mattress.com/ashley-sierra-sleep-mount-dana-limited-plush-mattress-review.html).
At 1StopBedrooms, the Grand Isle mattress was listed as “recommended” for the bed frame I was ordering, and it seemed to be a fair price based on the research I was able to do, so I ordered that. Had the “recommended” mattress been the Mt. Dana, I definitely would not have ordered that mattress. I would have chosen something else either at 1StopBedrooms or a different vendor.
The initial complaint as worded above was assigned case number xxxxxxx, as per email response to me received July 11, 2022, at 8:14pm. I received a number of phone calls from 1StepBedrooms on July 12, 2022 that I could not answer. No message was left on my voice mail.
On July 13, 2022, I received a call from a person identified as “Jon M.” who first told me that the mattress I received was the same as the mattress I ordered. As part of his argument, he said I should look at the web site, but I knew the images and descriptions are too general to distinguish the quality of the inner materials. Because I had done the aforementioned research, I knew this statement was false, and I adamantly stated that his claim that these are the same was not true. Or, if these are the exact same mattress, then 1StopBedrooms is engaging in deceptive advertising. Even if these are the same mattress, I should have been sent what I ordered.
The representative identified as “Jon M.” next stated that the Mt. Dana is priced lower because it is a store brand. This also is not true. Store brands do not carry the manufacturer branding. On the 1StopBedrooms web site, both these mattresses are branded as Ashley, and there are numerous hits for Ashley Mt. Dana mattresses in a general Internet search.
The representative identified as “Jon M.” mentioned that it might be possible to “work out some sort of exchange or something,” not that the company would replace the item they sent me with the item I ordered at no cost to me, which would have been the appropriate response from “Jon M.” Due to these statements providing a clear indication that “Jon M.” was not willing to engage in a good faith response to my complaint, I ended the call and responded by email that I wanted the entire order canceled and noted that I would be filing complaints with consumer protection groups.
I subsequently submitted a request to cancel the entire order, and that request was confirmed by an automated email of July 13, 2022, at 10:05am. That request was assigned case number 2274536. Although the confirmation email stated that someone would be in contact about the request within 48 hours, no one has contacted me about this request.
I did receive another email on July 14, 2022, time stamped 1:57pm, from the representative identified as “Jon M.” stating “[t]he fact that you paid $100 less for the exact same mattress does not bode well for your allegations.” I am not quite sure what that means, but I’m taking it that it is saying I should just be happy with what they sent me, regardless of whether or not it was the item I ordered.
The email also stated that they would not cancel my order that they have failed to fulfill without charging “return and restocking fees.” The representative also claims to have offered a “free exchange of the mattress,” but no such an offer was ever made, only as stated above the vague and dismissive claim that it might be possible to “work out some sort of exchange or something.”
Because 1StopBedrooms has engaged in unprofessional and perhaps illegal bait-and-switch tactics, and because their representative has shown no indication the company is willing to engage in a good faith effort to correct the problem, I am requesting that all applicable fines or other actions attempting to hold businesses accountable for such fraudulent activities be pursued (I understand BBB does not do this).
Because 1StopBedrooms has shown that they have no hesitation about acting in bad faith, and have given absolutely no indication that they are willing to properly fill the part of my order that consists of just the mattress, I feel there is little reason to expect that they will appropriately fulfill the other part of the order. As the remainder of the order has not even been scheduled for delivery yet, I am requesting that this order be canceled and that I be fully refunded.
Only if 1StopBedrooms provides the appropriate mattress I ordered at no additional cost to me would I consider accepting the rest of the order, and at that time it will only be with the condition that any substitution or item damage will result in a complete refund of the entire order at no cost to me.
I placed an order #8983637 for $5798.88 on Sept 11, 2021 for a bedroom with delivery and white glove deluxe installation. On the 2nd of October I had contact from the third party delivery company (Ryder Last Mile) that the delivered head board received at the warehouse is broken and needed replacement. They rescheduled delivery to November 1st.
On Nov 1st a broken headboard arrived at my house. A professional from the third party started assembling the room but found during the assembly that the hardboard is broken and paused a threat to safety. The delivery company took back the headboard. The rest of the bed could not be assembled.
A series of tickets were opened on the company website
(Ticket numbers 1736439 1888570 1925066 1937703 2104670 2136284)
Every time they reorder and I have to wait months and the order comes back broken again. It is not a scratch or cosmetic. I'm talking about missing a leg or two.
This has repeated for 4 times with months in separation. When I requested a return and refund they refused and said it is beyond the 30-day return policy. When I filed a complaint with BBB, a representative from 1stopbedroom called and asked me to close the ticket so he can send the inspected reorder.
I closed the ticket and for two months they have been claiming that the delivery is with the third party who is not responding to them! They refuse to disclose the third party name or the tracking number of the reorder but insisting it is not their fault but the fault of the third party who received the headboard and is not responding.
I gave money to 1stopbedroom not to the third party. This automatically makes 1stopbedroom legally responsible for all acts taken by their third party on their behalf. It is the responsibility of 1stopbedroom to deliver non broken furniture
They have announced this on their website and claimed legal responsibility for. They are in breech of their own announced policy. They are in breech of business bona fide principle based on false claims and stalling techniques which makes you legally liable for compensation fees not to mention federal and state fines.
If it wasn’t for the overwhelmed legal system I would be having this discussion in court.
I purchased a sectional from this company which apparently has many complaints against it within the State of New York and is also accused of fake reviews. I made the purchase 11-14-2021. Days later got an email stating they needed verification of address of credit card. I knew I provided both correctly but called back - they answered this tele no. as they tried to extort more money from us.
They asked if I wanted white glove in home set up. I declined. The rep said you're making a big mistake. Then said well you have to pay 200 plus dollars more for set up bars to attach the sectional, never stated in sale so probably illegal, but I accepted. Told my husband, he called and made them retract that charge.
He then asked for delivery date and was told no that could not be given. Looked into their own policies and within 7 days they were to acknowledge the order and within 7 days from there they were to provide a delivery date.
To date they have not and will not answer emails or calls nice or not so nice. They are a disreputable company . Their cancellation policy is draconian and egregious 24 hrs only cancel neve told think this is illegal. It also carries a 15 percent restock charge and a ship back charge. Ridiculous if my order is not yet even acknowledged or in progress.
Purchased a chair on 7/16/21. Called numerous times to see when it would be delivered. Customer service always said 2 weeks. Online tracking does not show the item ever shipped. 8/30/21 called to cancel the item and told I would be charged 15% restocking fee and 1.75 per pound to reship (Appx $300.00). I am being charged to cancel an order that I never received that doesn't even show shipped on thier website. This is fraud!
I ordered nightstands on 3/3/21 for $328 from English Elm but the ship date at the time was a little further out. Then I found the nightstands on 1stopbedrooms for $388 but a sooner ship time. So I canceled my order at English Elm and placed a new one with 1Stopbedrooms. It was supposed to ship in March. Then they said it would ship on or before 4/8/21. I followed up with them on 04/27 and I was told it would be shipped that week. Well today is 5/3/21 so I called them, they said it should ship next week..... I asked if they could give a discount or price match the set I canceled and they said no.
Needless to say, I canceled my order and replaced at English Elm. I refuse to support 1StopBedrooms. While waiting on hold, their automated recording that plays actually said they price match and they have the best price guaranteed. I consider that false advertising as well.
The sold me a sleeper couch & I also purchased a 5 year warrantee. The sleeper couch mechanism is broken and every time I contact them to fix it they tell me the part won't come in for another month. This has been going on for what will be the 4th month. There is a senior man in the apartmen. His caregiver cannot sleep on the floor.
1Stopbedroom keeps lying to me and each time has given me misinformation and a further postponement. I want to return the couch and get q full refund but it would cost me half of what I paid for the couch. I am on social security. This is very difficult as I do not have money to replace it by buying a new couch. I sent them pictures and they said only a part needed to be replaced but they won't send it & won't refund my money.
1stopbedrooms located in Brooklyn New York is scamming, defrauding consumers. We purchase furniture that came broken, pieces that did not match, pieces missing, extra additional parts that we did not order but the scammers in this furniture store force and charge the credit card without consent. They refuse to pick up the furniture that came broken (as all items have broken areas) they refuse to take furniture back and refund the thousands of dollars.
We have demanded full refund and they are THIEVES THEY ARE REFUSING TO PICKUP FURNITURE AND REFUND. The FURNITURE is also of very bad quality but they claim it comes from SPAIN which it does not! DO NOT PURCHASE FROM THIS FURNITURE PLACE. The BBB reviews are over 2000 to 5000 NEGATIVE (with a few hundreds that they have resolved). They are taking advantage of the elderly, they enter charges on credit cards which by law is Fraudulent.
1STOPBEDROOMS LOCATED IN 1716 Coney Island Ave, Brooklyn NY 11230 IS A FRAUD SCAM FURNITURE STORE, https://www.1stopbedrooms.com GO LOOK AT THE BBB REVIEWS YOU WILL SEE THE FRAUD THESE PEOPLE ARE DOING ON THOUSANDS AND THOUSANDS OF DOLLARS. ****SABRINA L AND KEVIN ... Just two of the many that work here and either own or are trained to SCAM DEFRAUD CONSUMERS!****
I ordered a mattress and foundation from this company on May 16th. When I noticed my delivery date constantly being pushed back I called to find out why. My first complaint is this, when calling this company if you push the make changes to an existing order option, you will sit on hold for more than 1 hour and 45 minutes, so you have to have patience. If you use the call back option, they will also not call back for at least 2 hours, so keep your schedule clear. If you push the make an order button just to try to speak to a representative, they will answer right away, but once you submit your complaint they will direct you back to your 2 hour wait.
Once you finally talk to someone, they will explain to you that they never actually had your product onsight and that its still with the manufacturing company due to COVID-19, however, they can sell you one of the beds that is onsight, but of course its not of the same quality as what you ordered and there is no offer of a refund for the difference in price. This upset me since the only reason I bought the mattress I bought is because a representative convinced me that the one I had wasn't a good fit for the bedframe I had bought earlier from them (ordered tha first and it took that over a month to come to), so this bed should have at least "been onsight".
He also convinced me to buy higher insurance coverage because the one offered, although it said it when I bought it, didn't cover wear and tear from shipping if something should happen. Anyway, I denied the offer for the replacement bed because I wanted what I ordered, they gave me a bogus extension via e-mail to use to reach them directly in case we were disconnected and ensured me that they were working on it. However, when you call back, they never answer. I have asked for refunds via e-mail and telephone conversations. Each time I received the run around.
One time the phone mysteriously just hung up. Today marks two whole months since I placed my order. I currently have a bedframe I haven't opened, no mattress or foundation, and am currently sleeping on an airbed. Last week when I e-mailed Marie V about my refund, the representative with the extension, she assured me via e-mail that the items would be here today 07/16/20. I checked the status on the website today and it still reads, "Awaiting Acknowledegement", which means, according to Marie V, that it's still with the manufacture. I tried calling her today. No answer and her answering machine as always is full. I spent almost $1400. If they think this issomething that I will just let go they are sadly mistaken. At this point I wouldn't recommend them to anyone.
Bought furniture online and called back next day to cancel And they said they will charge me 15% stocking fee. Items l ordered where worth $4000 and would take up to 4 weeks to deliver.
The 1st agent said l am outside 24 hours to cancel, and when l called next day to follow up on my cancellation the agent you can’t cancel because the furniture is in transit.
I am writing because I am very upset with the recent results of an order I tried to place with 1stopbedrooms. I have ordered items in the past and have been extremely happy with my the entire purchase process and with the items I have ordered.
This time I was contacted because an order I placed was not properly totaled online when I paid for it and then again contacted to pay extra shipping, then again contacted because my item were going to be placed on backorder.
When I spoke to the sales representative about the backorder, I in the middle of driving and was very irritated at this point and agreed to the backorder because he told me I had to let him know immediately. At no time did he explain that I would have to pay a fee to cancel or anything about how the backorder process worked.
I did not read this information when I placed the order because according to my order on line this was not going to be an issue. The sofa I ordered has not yet been shipped or processed and the ottoman has been processed and shipped to the shipping company though no one has contacted me yet.
I understand paying a fee to cancel the ottoman but do not agree with paying to cancel the order on the sofa.
When I called the number on the website, several times, they were not helpful and did not answer my questions. At one point I asked to speak with someone else because I could not understand the lady. She placed me on hold for about 10 to 15 minutes and then came back on the line and told me she would e-mail me my fees that I had to agree to. I almost through my phone I was so upset with her.
Several representatives told me they would e-mail me things I had to agree to on-line so they had documentation but I have not even received those yet.
Is there any way this issue can be resolved?
Thank you,
I spent over five thousand dollars at one stop bedroom. The company said the bed and bedroom furniture would be delivered in 4-6 weeks and built by a white glove delivery service. I waited 8 weeks for delivery of the beds and bedroom furniture and then they were assembled incorrect and I had to take them all apart, reassemble much of it and wait weeks for the missing parts to be re shipped.
I waited 4 weeks for my countertop chairs and then they were abruptly canceled with no warning. Another chair and a chest were backordered, I was asked if I wanted to wait for the backorder until November 4th or just cancel that order. I agreed to wait until November 4th.
Now its December and I was told the chest and chair are again backordered or unavailable until January. I just want my money back and they will not returns my calls and only generically reply to my emails. I have emailed and called at least 50 times.
This is absolutely ridiculous and the worst company I have ever done business with. After all of this debacle I just want my money back for the chair and chest as well as the money I paid to have the furniture assembled. I am owed 1056.85.