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Thank you for sharing your feedback. I understand how frustrating it must have been to expect the bed all at once and then have the shipment arrive separately. The manufacturer ships the bed in multiple boxes, and all pieces are released to the carrier at the same time. In most cases, they are delivered together or within the same delivery window. Unfortunately, FedEx separated the shipment in transit, which is outside of our control and not the typical delivery experience. Regarding placement, our website does note that standard delivery for beds is curbside. This means the carrier is responsible for delivering the boxes to the curb or driveway, not inside the home. While we always hope drivers use reasonable judgment and place packages in the most secure area possible, curbside delivery is the level of service included with this shipment. We understand this situation was inconvenient and appreciate you bringing it to our attention. We will continue addressing delivery performance directly with the carrier to help prevent split deliveries like this in the future.

I’m sorry to hear about the issue with your delivery — I understand how frustrating that must be. Once an order is placed and fulfilled, it is shipped to the exact address entered at checkout. We do not change shipping addresses, and we are unable to modify an address after the order has been processed and shipped. If the address entered during checkout was different from your intended address, unfortunately, we are not able to make changes once it has been fulfilled. Please reach out directly to our support team so we can review your order details and assist you further.

Thank you for your feedback. First and foremost, we’re truly sorry this was your experience — especially after investing in a high-end hospital bed. That’s not the kind of finish we want for any customer. We take commitments made by our team very seriously. If there was any miscommunication around shipping timelines or white-glove service, that’s something we want to fully review internally. Our goal is always clarity, transparency, and follow-through — not hiding behind fine print. Large medical equipment deliveries rely on third-party freight and white-glove partners, but that doesn’t excuse frustration when expectations aren’t met. We agree that the “last mile” experience matters just as much as the product itself.

We’re sorry to hear that you were frustrated with the delivery experience. To clarify for future customers, all standard bed deliveries are curbside freight deliveries, as clearly stated on our website prior to purchase. Curbside delivery means the freight carrier delivers the item to the exterior of the home or building. It does not include bringing the item inside, upstairs, or into a specific room. Inside delivery and assembly services (White Glove service) are available as an upgrade and must be selected at checkout. These services are performed by separate crews and are priced accordingly due to the size and weight of medical beds. Freight carriers are not authorized to provide inside delivery without that service being arranged in advance. Any additional charges mentioned by the driver would be outside of our agreement and not something we require or encourage. Hospital beds are large medical freight items and ship via LTL carriers — they are not parcel deliveries. The delivery terms are outlined clearly so customers can choose the service level that best fits their needs. If there is still an issue we can help resolve, please contact our support team directly and we’ll be happy to review your order.

We take reviews seriously, especially when they involve medical equipment and care transitions. However, there are several statements in this review that need clarification. At no point do we guarantee 3–7 day delivery. Our website clearly states that delivery estimates are estimates, not guarantees, and that language is displayed prior to purchase. Delivery estimates are subject to manufacturer processing times, freight carrier schedules, and regional service availability. White Glove service is also clearly outlined on our website. It is coordinated after freight delivery and is dependent on local installer availability. Same-day installation is not guaranteed, and we do not advertise it as such. In many areas, it does happen quickly, but it is never presented as a contractual same-day service. In this case: • The rail adjustment was communicated promptly. • Tracking was provided once the manufacturer released the shipment. • Freight delivery timing is controlled by the carrier — not our company. • White Glove installation was scheduled within the standard service window once delivery was confirmed. We understand the stress involved in coordinating a move into memory care. That said, we cannot accept responsibility for expectations that go beyond what is stated in writing on our website and order documentation. As for the claim that we advised someone to “ignore what was sold and read the small print,” that is not an accurate representation of the conversation. Our team explained that website policies govern delivery timelines and third-party services, which is standard practice across the medical equipment industry. We have served thousands of customers nationwide, including care facilities, and we are transparent about how freight and installation services operate. These are high-value medical products that ship via LTL freight, not parcel carriers, and delivery scheduling is managed accordingly. We stand by the product delivered and the services arranged. If there are still outstanding concerns, we are available to review them directly.