Comfort Upholstered Adjustable Bed Base

Classic Brands has to have the absolutely worst customer service I have ever dealt with. We purchased Classic Brands Adjustable Comfort Upholstered Adjustable Bed Base 2.0 with Bluetooth Compatibility, Massage, Wireless Remote, USB Ports-Ergonomic Head and Foot Incline, Queen through Amazon and it was delivered on April 22, 2022. On Monday 4/25 I called customer service to inquire about the brackets for the headboard and their cost. I was told by Jason that they were out of stock and he was not sure when they would be getting them in. I asked to be put on a contact list so that I could buy them when in stock. He said they would not do that and I would have to just call in periodically to check on them. I was not looking forward to that since they have an automatic phone system. I asked when they might be in and he said "I have no idea, they are somewhere in the middle of the Pacific Ocean." The following Friday we discovered that we had accidentally washed the remote with the sheets and it no longer worked. Called CB (Classic Brands) on Monday May 2nd and spoke with Jason in customer service again, and told him exactly what had happened. I was very transparent about it being our fault, not a warranty issue. He told me I would need to email them a picture of "the law tag" from the bed which I promptly did that morning. He said that after he had received the picture he would research and see which remote we needed and that we would then get a Paypal request for payment. Once paid, the remote would be shipped. I called back later that afternoon to make sure Jason had received the pictures and that everything was moving along since our bed was not in a sleeping position and we were sleeping on the floor.. He said that Accounting would have to process the paperwork before anything further could happen, I asked him to expedite if possible and he said he could not. The following morning at about 11:00am I received the Paypal request and within 5 minutes responded with Paypal payment. I thought ok, the remote is finally on its way. It had been 4 nights of sleeping on the floor. On Thursday after 7 nights of sleeping on the floor, I called CB again. This time I was connected to Gayle who seemed very helpful. I explained what had happened and that I wanted to make sure the remote was on its way. She started off by telling me that if we unplugged the bed and waited, then plugged it back in it would automatically go level. I tried it and it did not. She said "OK, let me check on your remote" She then told us that it had been shipped and she would get me the tracking number. When she called back, she was sorry to inform that it had not been shipped but it would go out immediately and they would overnight it and we would have it tomorrow. She then called back again and told us that they had missed the shipping deadline and it would not go out until Friday. While I had her on the phone I asked her about the Bluetooth capability that was advertised with the bed and she informed that it does not work. That they need a new app and perhaps a control box. It might be ready by the end of May. I was livid. On Saturday fortunately we left on a cruse and were able to sleep in a bed. Returned home on Friday May 13th to find the remote had arrived. We anxiously opened the package and followed the directions to pair the remote with no success. We called CB customer service and Jason answered. He walked us carefully through the steps and still nothing. He said must be it is not compatible with your control box. We will have to figure out what to do. I told them what they could do with this bed. Monday morning I called CB again, once more I got Jason. He said I must be doing something wrong so again he walked me carefully through the pairing process, to no avail. I decided to send them a picture of the control box and the remote that I had by email. He responded with an email and an attachment of a 9 page manual. He told me to follow the directions on Page 14. I read through the manual and there were no instructions for pairing the remote. I sent him an email explaining that there is no page 14, the manual only goes to page 9. No response. So Monday afternoon I called CB again and spoke with Jason, He said he had not seen my email. I explained to him that he told me to look on page 14 in his email but there were only 9 pages. He quickly got defensive and said that he said to look at page 10 not page 14. I had the email in front of me and said no, that he had told me page 14 but even if he had told me page 10 THERE ARE ONLY 9 PAGES! He then told me he would send out a new control box and remote that are compatible. I thanked him. Later that day at 3:04pm I received an email that said "The confirmation number is SO1125526 tracking will follow shortly." It is now Tuesday and earlier this morning I pointed out by email that I had not received a tracking number. Now at 10:20am, I just received an email that says "The order has been released, and we should have tracking within 24 hours from now and once we see it will send it over for you." Stay as far away from this company as you can. My experience is that a product is only as good as the support provided and this support is the worst I have seen in my almost 69 years on this planet. Run.... Run.... I will try to update later if I can... And by the way CB has recording of all my phone calls and I have emails so the truth has not been stretched in any way here.