Very disappointed in this product and Wayfair's customer service.
I bought this unit in Aug 2024, for my two sons. Up until last week, only one of the beds had been used with no problem by one of my sons. On Dec 27, my sons used both beds and one of them broke. First time being used in its full capacity, and it broke! See picture.
I immediately contacted Wayfair and they said my claim was out of their 30-day window, but that my product was still covered under the manufacturer's warranty. They advised the manufacturer would reach out to me and they NEVER did. I have been following up with Wayfair almost everyday for the past 11 days and all they have done is say that the manufacturer DID email me and that the "ticket" is now closed. There is absolutely NO EVIDENCE the manufacturer reached out to me. I did not receive any single communication from the manufacturer and Wayfair has been completely uncooperative to connect me with the manufacturer so I can deal with them directly.
So not only was the product defective, but neither Wayfair nor the manufacturer have reached out to me to provide me with a solution. Wayfair's final say is "our system shows the manufacturer reached out, you did not answer, so the ticket is closed". To add insult to injury, Wayfair cannot or will not forward that supposed communication to me. So it's Wayfair's word against mine that I received (or not) an email.
Poor product quality from Harriet Bee and even worse customer service from Wayfair. Even though I spent thousands of dollars with them in the past 5 months, and now Wayfair is being completely uncooperative for me to use the manufacturer's warranty coverage that I am still entitled to.
