Structural Issues with bed & unconfident carpenter. Review on Woodenstreet

Purchased an Adolph Wood Bed Order Id 310413.

I visited the WoodenStreet(WS) Jadavpur store multiple times and communicated with Tuba before purchasing the bed on 15/07/2022. At the time of purchase Tuba assured that the bed would be delivered within 4-5 days. I just happened to speak to the customer care on most probably the 18th or 19th July and was told that the bed would be delivered sometime around the 29th of July. To which I objected and questioned Tuba's integrity as she had checked the system and confirmed to me that the bed was in stock at the Science City warehouse. The customer service agent was helpful and escalated the matter and the bed was delivered within the promised timeframe.(But Tuba stopped receiving phone calls albeit she had provided me with her number before al this.)

The bed was delivered and installed and while doing the initial testing I found that one of the side storage drawers was not aligned well. Initially I thought I was under delusion and when I re-tested the same thing after a few days, I found that two out of the four side storage drawers did not go in as smoothly as the other two(Issue 1) whereas one would not go in completely inside. The side section of the drawer was getting stuck against the right-hand section of the bed. Meanwhile(Issue 2) I also found that the back/headrest of the bed was also making some noise when I leaned against it(The backrest is very thin and not as solid as the other sections of the bed. It sounds a bit hollowish). Therefore, I called customer care on 23/07/2022 and lodged a complaint.

One of WS carpenters called me around 3.30 p.m. the same day but I was quite far from my house and asked him to call back on Monday. He never called back and I again put another complaint on 27/07/2022. Another WS carpenter came over on 28/07/2022 and I explained to him what the two issues were. It seems he came over with a pre-conceived notion that there was no issue or was no solution. On the contrary the carpenter kept on convincing me that the drawers were just fine, a little bit of alignment problems are always there and the noise from the backrest will never go. When I pressurized him he removed all the four drawers and shuffled them to find that the two drawers in question had an issue as they would not go in immaculately when placed in another section. The carpenter very confidently chopped off a certain section of the bed in anticipation that the drawer might now go in. Alas, even after chipping a good section of a bed that's not even 10 days old the drawer still didn't go in. He again tried to convince me to make some adjustments i.e. give more pressure on the left hand side of the drawer when pushing it in. To which I advise

a. I would have adopted that technique if the same was applicable to all the four drawers but since two out of four are fine that means there's an issue in the alignment with the rest two and;

b. When WS had charged me full amount without any adjustments i.e. there has been no compromise when accepting payments why do I make compromises in the product received.

The carpenter then said he does not have the electric machines to trim the sides of the drawer and will ask another person to come next day and get it done. In respect to the noise from the back rest he suggested that the other carpenter would be able to fix two more nails from the inside which will hold the frame to the back rest from the middle, as the backrest is connected to the frame just with the help of fours screws on the two extreme sides of the bed.

When the second carpenter arrived the next day, he also kept on convincing me that the bed does not have any issues and the noise will always be there due to a high backrest. I again argued with him with the aforementioned points. He was reluctant but did trim a certain portion of the drawer and then coloured it. While this was happening I received the mattress from Sunday which also had some delivery issues and I got busy with them. I carpenter asked me to check and I did check in a hurried manner and let him go. He was also of the opinion that these issues do exist and didn’t want to secure two more screws from the inside. He also took a video of my leaning against the backrest and the noise occurring, and said he would send it to the product team. Thereafter nothing has happened so far.

I would like to draw your attention to the fact that when WS carpenters were not confident that chipping the bed frame as well as trimming the drawer would not solve the issue then what was the need to wrestle with a new bed. I now have a bed which is 15 days old and rework has been conducted on it on two occasions but unsuccessfully leaving marks and stains. On the contrary wouldn’t it had been prudent to replace the two drawers with a new set and solve the issue.

The noise still remains as well as the drawers are still misaligned hence awaiting to hear further from WoodenStreet on the unresolved issues. I sincerely had intentions to buy quite a few more furniture items from your store and that too wood as it’s just easier compared to getting it done through a carpenter but my initial experience has shaken my belief.