Update: called the number in the follow up comment below and spent 10 minutes on the phone while Jordan’s tried to figure out who Sarah is… another customer service representative ended up helping me, she was very good and refunded to my account the delivery fee. In using the bed more and the storage drawers more frequently, I am still finding loose and missing bolts. The whole experience was just sloppy and annoying. For now, still keeping my review at 2 Stars. I don’t doubt that they can do better and that most probably have better experiences than we had, but just very disappointed from once we paid for the furniture throughout the delivery and with the end results.

I’ll start with the good. We recently purchased a house and need everything. On this day we purchased a sofa, bed frame setup, and a mattress. The New Haven store itself is beautiful, well organized, great selection, nice salespeople, etc… I especially had a nice experience with the sleep specialist picking out a mattress.

Now for the bad… the delivery and setup experience. We ordered all in stock product so it came relatively fast. The delivery arrived and 1: the mattress cover was not delivered and/or not loaded on the truck so they already needed to come back at a later date. 2: One driver was incredibly nice and helpful, the other miserable, grumpy, not helpful, and just generally did not appear to want to be there. 3: the sofa was severely damaged, not sure at what point in the process but they took it off the truck and noticed the back was destroyed/damaged, needed to schedule another delivery; 4: they setup the bed and I noticed the next day, when we went to move in, that almost all of the screws/nuts were left loose. I could literally unscrew/loosen with my fingers. Shook the headrest with my hand and you can hear it rattle and could see the gaps in between the wood framing. Tightened all the screws/nuts myself as we it was our only bed/furniture and needed to sleep that night. Last night, went to fill the storage drawers on the bed with clothing and noticed one of the drawers was off the track. Also, repaired myself.

Overall, not a great experience. Delivery and setup is equally, if not as important as the sales process, especially when paying good and hard earned money. For rest of house, probably will look to give another business a chance.