We bought the Zen bed base, and the frame itself is really nice. It’s solid, well made, and great quality once it will be assembled.
Unfortunately, our experience with the response rate from customer service has not been the best. We were sent the bed frame without the screws, which has left us with a bed base sitting on the floor and unable to be used.
What made this harder was not being able to call and speak to someone directly. Relying solely on the AI live chat felt limiting and slow, and it’s making resolving a simple issue take much longer than expected. The customer service live chat agent has been very friendly, that’s not the issue. And I understand this is a busy time of year, but having access to a real person from the department we need to speak to would make a big difference.
The product itself is excellent, comparing to other bed frames and bases we have had you can tell the quality is much better, but the customer service experience could definitely be improved to better match the quality of the bed base.
Why are all these companies set up like this ? It’s as if we have lost real human interaction
You did not mention whether your issue was resolved and how long it took to get the parts and I hope that all is well now. I agree that the personal element has disappeared when buying online…the market seems to cater for modern buying habits of “click and receive” without leaving the comfort of your chair.
Nothing beats good old retail where you can walk into a shop, view the product, chew the fat with real people and get support on the spot. I have noticed that retail shops have really lifted their game in recent years in order to compete against online shopping. The displays are much better and interactive, making the shopping experience much more pleasant and staff are trained to bend over backwards for you.
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Thanks for the support and no unfortunately not yet, we have had the frame for some weeks but hadn’t yet opened it up as we were waiting to move house. We only realised this weekend when we opened it up.
Understand the convenience thing with buy and receive, but just seems so common now that something is never done properly from the get go. And then a nightmare to get fixed. Anyway, I will update this once resolved.
