I have not had the pleasure of fully enjoying this bed frame because the first one delivered had a small tear in the fabric and one of the legs had a stripped screw which caused the massage feature when used, to be heard throughout the entire house. After diligently...
I have not had the pleasure of fully enjoying this bed frame because the first one delivered had a small tear in the fabric and one of the legs had a stripped screw which caused the massage feature when used, to be heard throughout the entire house. After diligently emailing Giantex back and forth with my disappointment with this purchase, the company sent a return label, paid for the pick up, and delivered a new bed frame within 48 hours. I was both extremely pleased and excited when the frame was delivered. That is, until the bed frame was pulled from the box and the protective plastic was unwrapped. This bed frame appeared better constructed than the first, until I detected yet another small tear on the fabric. My joy began to decrease but I was still hopeful. Until the plastic was further removed from the same side. Another tear, which was more like a hole (a small puncture in the fabric) on the same side. I became so disappointed, I instructed the assemblers to leave the bed frame closed and not to attempt to assemble it any further.
I immediately sent an email to Giantex letting them know that I was again disappointed and why. Within hours, I received another email of apology and told by the representative that Giantex was on vacation until Monday and they would address my concerns then. I responded with complete disdain that I would have to wait three days and received an immediate response. Unfortunately, the email contained the same generic apology with an offer to take $40 off if I kept the bed frame as I had received after contacting the company with the first defective product. I answered the Giantex representative indicating I felt I had received an unacceptably ineffective generic response. They then asked me to keep the mattress, offered a $100 refund, as the tears do not affect the operation of the bed frame, and call it even.
I have waited a full month after paying for a bed frame which was described as a quality purchase which would last for many years. Unfortunately, I have not been given a direct phone number so I can discuss this matter and get the results I have paid for and deserve. I did not purchase an "open box" item, nor one with any type of flaws, but a brand new bed frame. Aside from the fabric flaws, I found last night after having the frame assembled and plugged in, a possible short on one side with the USB ports. After plugged into the left side ports, my tablet and phone turn on and off sporadically and do not properly charge, whether the bed is occupied or empty. I was ready to settle with Giantex on the last email offering the $100 discount but now I doubt this would be a good decision. The bed frame weighs 112 pounds and I have had to pay out of pocket to have this bed frame received, carried in, assembled, disassembled, reboxed and prepared for exchange. Then, receive, carry in, and assemble. Now, I feel I have no choice but to disassemble, repackage, print yet another return label, hoping the next bed frame is fully inspected for quality and completeness free of flaws and in good mechanical working order. The bed frame works as described and has made a huge difference giving me a comfortable nights sleep. I do not want to repackage and wait on yet another delivery. I know Giantex will do their best to rectify the problem, yet at the end of the day, if they are not willing to take the time to inspect a product for quality control, especially after a customer has had past issues with the same product, then I am not sure I want to further deal with this company nor keep the product which I have paid for and waited on for more than a month.