Shop Home Med

DELIVERY DATE today estimated between 10:40 AM and 2:40 PM

Mary, according to your order, you purchased a bed and assembly service only. A Sidekick was not included as part of your order. If you believe there may have been an error or if you have documentation showing the Sidekick was included, please send it over, and we'll be happy to review it.

Thank you for your feedback. We understand how frustrating it is to receive a bed setup that doesn't meet your expectations, especially with an investment of this size. After reviewing your order, the queen bed frame was ordered together with a full-size mattress, which is why the items received do not match in size. While we understand your concern that the mismatch may have been overlooked during processing, our team fulfills orders based on the specifications selected at checkout. Due to the volume of orders we process and the wide range of customization options available, we are unable to independently verify every product combination selected by customers before shipment. That said, we genuinely want to help resolve the situation. Although custom-made beds and mattresses are generally subject to strict return policies, and in this case the order was fulfilled as placed, we have offered an exception by waiving all applicable restocking fees that would normally apply. The only costs we have asked you to cover are the return shipping for the mattress and the price difference for the correct-size replacement mattress. We provide free phone, chat, and email support before and after purchase, and our goal is always to help customers find the right solution. While we recognize this outcome is disappointing, we believe the accommodation offered is a fair resolution given that the items shipped matched the order submitted. We appreciate your business and remain willing to assist if you decide to move forward with the exchange.

We’re very sorry to hear that the delivery and installation process did not meet your expectations. Our goal is always to provide a smooth and supportive experience, especially for customers purchasing large medical equipment. The White Glove service arranged for your order included scheduled in-home delivery and assembly, however certain apartment and building access limitations can impact what carriers and installation providers are able to complete without prior coordination. In this case, the freight carrier and installation provider followed their individual handling and safety protocols regarding oversized and heavy medical equipment. That said, we absolutely understand how frustrating and stressful this situation was, particularly after planning and paying for an upgraded service. We take feedback like this seriously and are actively reviewing the coordination between the freight carrier and installation team to help prevent situations like this in the future. Our support team has been attempting to work toward a resolution and remains available to assist further. We appreciate the opportunity to address your concerns and improve the experience for all customers moving forward.