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I gotta say, I was pretty impressed with the selection of products and prices on 1StopBedrooms. But, I gotta admit, there were some issues with the descriptions of the items I purchased. I ordered a Daybed and specifically searched for one with a trundle. The picture showed a beautiful wooden daybed with a trundle underneath, and the description said that the trundle was on wheels and could be moved from room to room for convenience. But, there was also the word "optional" in the description, and I wasn't sure if the trundle was included in the $1000.00+ price tag.
So, I sent an email to Customer Service, but they said I had to wait up to 48 hours for a response. I didn't want to risk missing the order cancellation deadline and paying a restock fee, so I called the 800 number. Unfortunately, it was really hard to hear the customer service representative over all the background noise and conversations. I asked her if the trundle was included, and she read the description back to me and said that it was. But, minutes later, I got an email saying that it wasn't included. I was pretty surprised, so I responded and told them what the representative had told me on the phone. Then, the CS rep called me back and said that the trundle wasn't included after all.
I really liked the Daybed, so I asked about purchasing the trundle separately, but I was told that I had to call back the next day because the sales team wasn't available after 5pm. I was pretty disappointed, so I ended up canceling the order.
Overall, I think Customer Service needs to do a better job of knowing what's on the website so they can answer questions more accurately. The descriptions should also be clearer about what's included in the price and what's not, especially if it's shown in the picture. And, if something in the picture isn't included in the price, there should be a separate picture with the price, like on other sites such as Wayfair, Overstock, and Amazon.
