Michigan Rustics — Local services in Sylvan Township

We bought 4 sets of bunk beds for a rental property, and they look amazing. However, the second time they were used, the bottom mattresses all fell through because the supporting brace rotated downward. The joints on either side of the ladders also pulled apart on 3 of the beds, putting the top bunks at risk for falling through as well. We assembled exactly as directed, with gorilla glue and provided bolts on the end pieces, but the design of the bed creates a pivot point on which the arm can rotate, allowing the mattress to fall through. When I called the company to discuss my concerns, the man I spoke to knew exactly what I was talking about with the bottom arm rotating because they have had this issue before. However, instead of simply remedying the situation, he told me we must have put the beds together wrong. He was extremely rude, telling me if I didn't trust the beds I should just sell them to someone else, and then interrupting me with a "Quiet, I am talking!" Very disappointing customer service from a company I'd love to see succeed because the beds look so great. We spent a few hours adding screws in key points to these beds so we can use them - probably what needed to happen in the first place. My 2 stars are for the terrible customer service and the company's unwillingness to address a potential safety concern with these beds. Buyers, be careful if you decide to...

The stapled strip of wood along each rail, to hold the cross members supporting mattress is a flawed and pretty idiotic design. As I’d feared upon assembling, the first of our 3 beds broke in middle of night last night, under the weight of a 120 pound kid. He’s the only one who has slept in this bed in the 2 years we’ve owned it. I’m going to rip those out and fix them myself on all the beds, as we fear someone falling through top bunk now.

Also, the guy who I picked up our 3 beds from couldn’t have been a bigger ahole. Rudest guy I’ve ever met as a business owner, but also looked like he had zero to lose, so I just took beds and decided I’d just never spend my money with them again.

Update 5/2024 - same issue as above with 2nd bed. Again, 130# kid and these are at my camp so don’t even see much use. Garbage product, even worse...

Highly recommend! The beds are beautiful and the customer service is top notch. We live in Michigan and had our beds delivered personally. We were missing one piece and James drove 2.5 hours each way the next day to bring the piece helped my husband with building the beds! I was shocked by this given how most companies operate now. I happened to ask him how long he has been with the company, since a lot of the reviews are negative, and he said 1.5 years. James manages the company and truly went above and beyond. It is soooo rare to find customer service like that anymore! He was so kind and willing to help us out and definitely has a customer first mindset. We ordered two queen/queen bunks and a king bed....