Worst decision to buy a Valyou Charm Bed
I purchased a Charm bed frame from Valyōu Furniture that collapsed twice under normal use in less than two weeks — once while my partner and I were asleep and once while my partner was getting into bed. Mind you we are not huge people and have a combined weight of less than 350 pounds. The center support beam broke initially; we replaced it ourselves with solid oak to try to keep the bed we had waited a long time for. But even after replacing the center support beam because the corner joints are too loose with too much give, the mattress fell through to the floor a 2nd time. This product posed a serious safety risk. When I filed a warranty claim through the merchant’s warranty company (Propair), I responded with photos, but was told the claim was closed for “lack of response” several hours after I submitted the requested documentation. I requested a refund but was told they could just send me replacement parts. I told them we had already replaced the broken part and the frame still failed. Then they told me they would send me a new frame. After having my bed collapse twice why would I try again? So I refused the replacement in writing and requested a refund. Despite clearly refusing a replacement in writing, the company sent me an unsolicited bed frame. They then told me they were unable to process a return label unless I canceled the active chargeback with my bank. When I continued to request return instructions, they sent a second unsolicited bed to my home, again without notice or consent. For weeks I've had two giant boxes on my porch that I could not move or return without their cooperation. Finally this week they have come back and agreed to issue return labels, contradicting their earlier statements that it was “impossible” while the claim was open. The fact that they think it is more cost effective to pay to ship me 2 beds that I did not want rather than refund my money should tell you everything you need to know about the quality of this product. Key issues: -Dangerous and defective product -Warranty claim improperly closed despite timely response -Two unsolicited replacement shipments sent without consent -Refusal to issue return labels unless chargeback was canceled -Sudden reversal of policy with no explanation -Significant mental and logistical burden over 3+ months I am planning to return the two unopened boxes with the prepaid labels they’ve now said they will provide, but I have not yet received a refund, and the merchant has been evasive and inconsistent throughout this process. I have never in my life had such a bad consumer experience both with the product and with being jerked around trying to get a resolution.