Poor customer service
UPDATE: Downgrading this review to 1-star and would give a zero if I could. I am beyond frustrated with this company. Surprise, surprise, they called me the morning after I left the previous review (that got their attention). They said my "ticket number had somehow gotten lost in emails" - well I sent several emails so don't know how they ALL got lost. They asked me to change my review and I told them I would if my delivery went smoothly. We did get the delivery that day. Kind of a bummer to get last minute notice - because it would have been very helpful if we were prepared for the delivery ahead of time - but we were happy to be receiving the room. However, the carrier left the delivery outside even though we paid extra to have it brought in (the delivery person said they weren't paid the extra fee for that). One of the panels was cracked and we are missing ALL OF THE CONNECTION PIECES to put it together. We are now scrambling to try to get them to send us the missing & broken parts but they didn't even acknowledge our detailed email with photos about this. This whole thing is a mess and the room is essentially unusable. We also had to completely unpack it to bring it inside, so it's going to be a b*tch to send back. Not to mentioned that NOTHING was labelled so it's very hard to tell which piece is which. Also, it did not come with any installation instructions. When asked for instructions, customer service sent of a brief and vague video of a room being assembled, which is not even the same kind of room that we bought. This has been a HORRIBLE experience - run the other way before purchasing. __ Customer service was great BEFORE I placed the order. Now that I have paid - radio silence. The production of my room was delayed and no one notified me that the room would ship later than planned. After the shipping delay, they also told me it would take 1-2 weeks to arrive...they initially told me 1-2 days (which I have in email). When the room finally shipped they sent me a confirmation email with tracking number. However, there is no place for me to search tracking number. I was also told that when my item shipped I could schedule a delivery window. Again, no where for me to do this. I have emailed customer service multiple times in the past week with zero response. I have also directly emailed my previous contact (Steven) who was always happy to reply within the day BEFORE I placed my order and now is unresponsive. I am now on hold trying to call. Their hold says if you'd like a quicker reply to email. Well they're not respond to emails and this is really starting to feel like a scam - or at the very least just horrible customer service and tons of misinformation.