I ordered a beautiful SoHo Brushed Nickel Metal Bed Set from Humble Abode in Sept, 2007. On their website homepage, they give themselves 5 star ratings on the following:
9th year online-thousands of customers!
Better Furniture often upgraded parts!
Specialty Appt. Delivery vs common carriers!
Rapid Fullfilment in days vs weeks!
Premium Customer Service w/ live help!
100% Guarantee & Easy Returns!
Did you read "100% Guarantee & Easy Returns"??? I did too. Did you read "Premium Customer Service" ??? Neither of those things happened in my situation.
Here's what happened: the delivery was made (no prior phone call re delivery) when I was at work so I reported the damaged box that the bed rails came in the same day they were delivered. The headboard and footboard box did not have a mark on it, but I opened it anyway and it looked fine. I did not put the whole set frame together as I was moving to my new home in the next few weeks and I don't know of anyone who sets up their new bed when everything else is in boxes.
Upon moving to my new home, the rails did not fix the headboard/footboard. And the footboard was dented on the inside. I called Humble Abode and Kris, their customer service manager and James, the owner both stated they would not be able to replace the items because it had been past the 5 days that they could charge the delivery service. I explained on many phone calls that I could not set up the bed because the rails did not fit and they told me that for an extra charge, they could send more parts. I was very upset that they would not replace the dented footboard and wanted to charge me extra just to be able to put the bed together.
I finally made a call to the manufacturer, Hillsdale Furniture and within 3 minutes of talking with the customer service person, she said she would be glad to send me the extension bolts free of charge to put the bed together (8 extension bolts arrived 4 days later and my beautiful bed was set up) AND she said she would order a replacement footboard free of charge. THAT'S AWESOME CUSTOMER SERVICE. She did it because it was the right thing to do. I personally wrote to her manager and thanked her for hiring excellent customer service personnel. So my advice would be to purchase directly from www.hillsdale-furniture-store.com and receive excellent customer service and a beautiful bed to sleep in every night. Do not use Humble Abode as their customer service is HORRIBLE. They just kept saying, "I'm sorry that they 5 day return is passed" (even though I called the day the shipment was delivered). And they want to charge extra for anything else that is needed, even if it's just to put the bed together.
USE HILLSDALE FURNITURE for all your orders. Their customer service is EXCELLENT.