Great product; no real support when needed. I had a good experience several years ago having the bed constructed and installed by Boff. However, when I recently had to move the bed to my parents' home to make space for tenants coming in to my apartment, the company was unhelpful and in the end simply non-responsive and not available for disassembly and reassembly of the product. I made the request exactly one month before the deadline when it had to be out. I was told that the work would be done by their staff but not on work time, and that it would cost $100 for the disassembly and another $100 for the reassembly. I was told that it might take a couple of weeks for someone to be available. I was also told that it would have to be done between 4pm and 7pm. I got one message with very little advance notice for a time earlier than 4pm on a business day when neither I nor anyone else I knew could be available to let them in, so I had to let it pass. I was told that another opportunity would come up shortly. It apparently never did because I never heard once from the company after that, despite emails and calls all of which went unanswered. I had to ask a family member to assist me in trying to dismantle the bed myself before the move day. We were unable to disassemble much; it was too complicated. We did manage to get upper cabinets removed, which reduced the overall size. However, on moving day the professional movers were unable to get the unit in to the elevator and needed significant time to try and dismantle more of the bed themselves (and they added several hundred dollars to the price of the move, for a total of $900 which was the wall bed alone - nothing else was being moved). I even called Boff in the middle of the move on an emergency basis when the movers were stuck trying to disassemble, asking for telephone advice, and again was ignored. I didn't even hear from them after that message. In the end, the complete lack of support (not to mention being ignored) left a bad taste in my mouth and despite what I thought was a good product, I could not with any conscience recommend this company to anyone. The beds are expensive and in my view good service should cover the life of the bed and moving it if that is what the purchaser needs, not just good service at the point of purchase/installation (I had no problem with paying their workers for the service). Maybe wall bed companies don't want to move beds but prefer that they be left where they are and for new ones to be installed, I do not know. But I do know that if I choose to buy another wall bed for a different property (and I very well might), it will not be with Boff. I am thankful that my bed is now safely installed at my parents' but it is with zero credit to the company that made and originally installed it. July 19/14: The bed was purchased in May 2010 and I did not consider myself to be an "old" customer. The company called once with little notice, not twice as they claim, and never once called again or responded to messages or emails I left. The company never suggested that I come in to learn how to dismantle the bed. Dismantling was available for $100 and then reassembly for another $100. It was clear that I had to move the bed myself, which I arranged and paid for. On my moving day they were called just before noon on Monday July 7th, a business day and not after hours. Had they replied to earlier messages and emails this might have been sorted out before my deadline. I have plenty of "life experience" and judgment. I have worked as a licensed professional for 23 years and I rarely bother to write reviews and don't like doing so to begin with. I stand by my account of the experience I had with the company. Had they at least had the courtesy to respond to me, even with a 'sorry we cannot help you', I might feel less disappointed in their service. I certainly would never choose to do business with them myself again and would also steer friends and family away. While the product is great, the service to me was worthless.
- Approximate cost of services:
- $2,240.00
- Company Response
Many peoples use this site to pass frustrations and make them feel better...and Mr. Moore is one of them. Good for him, but he and we know the real story..
Lets start by saying that we are a manufacturer and a retailer of murphy beds, not a moving company.
Most important, the company doesn't offer the dismantling service. However, our technicians do offer dismantling services on their own, to our previous clients. But since they are extremely busy on their day to day job with us, witch consist of installing new beds all around southern Ontario, they can only do dismantling services after hours, or, when they have free time to do it .. Actually, they must do 2 or 3 each week during the summer time. Since we sold over 5000 beds in the GTA in the last 15 years alone, many old customers need their bed dismantled before moving to a new location.Now, regarding Mr. Moore case, Our technicians tried a couple of times to book a time with him, but he was not available or reachable.
The day he moved, a Monday, he did call the store..but during after hours since we are closed on Mondays.If he had visited our store, our staffs would have shown him what and how to do it himself, but he didn't.
The way he said that ''good customer service should cover the life of the bed and moving'' is showing his lack of judgement and life experience. When you buy a piece of furniture from a store, none of them will go back years after the purchase, to help a client to move back to his parents house!!Finally, we are really sorry it didn't work well for him, and wish him all the best in the future.
BOFF