Natasha in Oshawa

Back in December 2019, we bought our daughters a bunk bed from Bad Boys Furniture in Whitby. They told us it would be a month due to it is "customized furniture", but it was only painted white. It came when they said in the first week of January. However; their were 9 pieces that had cracks in them. So the same day I emailed pictures to customer service (as per their store), and waited till the next day for a response. I called and was told it will take 48 hrs to hear back from a rep. So I waited the 48 hours, and no one had contacted me. I called again, and someone from their office told me that the pictures didn't go through due to their size. I immediately resent the pictures, and asked for conformation! Waited another two days with no response. I called the store and told them the run around I was receiving from head office. Also that I have a 6 and a 3 year old, and didn't need a mattress and parts of a bed hanging around. We didn't repack it all cause it was so much parts and we thought it would be resolved sooner. After going back and forth on which parts are cracked we were told we would get replacement a week later. Fast forward to that week, and there was no "delivery truck for that day" so we have to wait till the end of the following week. We finally PICKED UP the replacement pieces only to find that we didn't receive all of them. AND they gave us someone else's pieces that didn't wouldn't fit our bed. So back in contact and was asked when we bring back the damage pieces to bring back that extra part. But no one told us we were to bring back all those parts. Fast Forward another week, we dropped off the other pieces and picked up the missing pieces for our bed. Today we tried to put the bed together, started with step 1 attach the brackets. As my husband try to screw into it, the wood starts to crack! So he stopped, and tried the other side. But didn't take much for it to crack on the second part ( video below). So I called our contact at customer service, and she told me not to screw it all the way. Then said we were too rough?! I ensured it after the second turn of the screwdriver that wasn't even the case. Plus this is to hold the support of the bed so we can't 1 have the screws half in and 2 cracked! My kids have to sleep on it! SO at this point I just wanted to drop it off at their store and get a refund. But She said " She can't do that" Right now we are waiting for them to get back after I emailed the pictures again! However; was warned she was going to be gone as of the end of the week. I'm posting this to warn others, because they shouldn't be in business. I posted on my page, and one of my friends told me how 8 years ago her son fell through the bed. She went through problems getting a replacement and it happened again so she just took her loss. I will not go that route. Sorry for my long rant.