Somewhere in April, we decided to purchase a bunk bed for our sons. After visiting couple of store we could not find anything of good quality. Based on reviews from Home Stars we decided to pay a visit to K.I.D.S store. Lady that was helping us was very nice and knowledgeable. Finally we picked a beautiful loft style bed. We opted to go with delivery and set up, that was done in professional manner.
Well...... what happen after set up was really bad. Try to imagine this. Freshly painted room with star and planet decals, planetarium on the ceiling, $1,500 worth of kids bedding, and finally gorgeous bed that lasted only one hour. After making beds, my wife sat on the bed and side rail split alongside the wood grain. Obviously case of manufacturing defect. We were in shock. My wife called Shimmy and explained what happened. After E-mailing him a pictures of bed he asked us to come to his store next day.
So what happened next day was the best customer service experience of my life. We were given all possible options, to replace a rail, to replace whole bed or to pick different style of bed. It took us around two hours to make a decision. Even for the moment I did not feel any kind of pressure from Shimmy. He would give us suggestion and then leave us alone to think about it. He was very apologetic even though it was manufacturers fault, not his. Finally we decided to go with a different style of bunk bed. Shimmy was so nice to offer us bottom storage for bed at his cost. He also told us not to worry about delivery and setup. The only problem was long delivery time, but again that has nothing to do with him, because bed had to ordered from manufacturer.
After two weeks, bed was delivered , “old” one was removed and we were extremely happy.
I am the type of shopper who is looking to score a deal and a learned that deal does not mean money always. I got a deal in service that was perfect.
Next time I need to do shopping for kids room there will be only one place to visit.
Thank you again Shimmy and keep up with a great work.