wyldcustom 

WYLD HQ PTY LTD and their other registered businesses WYLD CUSTOM, BEDMATE HQ, MADE HQ, FREAK IN THE SHEETS, WONDERLAND HQ, BEDROOM FACTORY, RIDE ON WORLD, OH MY MATRESS. Don’t be fooled by the fancy websites. I placed an order with Wyld Custom for a bed. They sent me fabric samples, so I thought they were legit. It turns out they are not. Promised delivery in a month. Sent me generic correspondence saying that the business had changed owners, and they were doing their best to provide my bed. Gave me an option for a refund that was never processed by them. After time without any response from them. I had to arrange a refund from my bank. The bank wouldn’t process the refund unless they made their own investigations on this business. Wyld Custom will most likely respond to this review with a generic excuse. Don’t be fooled.

I placed an order with Wyld in September. In October, they contacted me to say my order would be ready in 3 weeks. Since then, they have lied, misled, and failed to deliver on every promise they have made. At first, it was a complete failure of communication around organising a delivery date. Then, after being told by auto emails that they were overhauling their communications and would be providing much better customer service, I was offered a discount on my order but once again no delivery date. Ultimately, on 13/12, they told me that my refund request had been received (I never actually made a refund request, but decided to approve the request because it had dragged on for so long and I was so upset). On 18/12, I got an email with an invoice telling me that the refund has been processed. As of 27/12, I have not received my money back. This is despite accessing all of their "new" communication methods, including emailing two separate addresses, sending text messages, and calling their phone number. There is never an answer on the phone, no matter the time of day I call; all it ever says is that the "operators are busy." I have attempted to make contact every day since getting the refund notice, and have had no reply to my very simple question: where is my money?

I have disputed the transaction with my card provider, and have also filed reports with the ACCC and Consumer Affairs Victoria, and supplied records of all email communication. But none of that absolves the distress this whole matter has caused me. The money may not seem much to the people at Wyld, but to me it is a significant amount. There is also the fact that when I was told my order was ready, I prepared for it by getting rid of my previous bed frame. I've been sleeping on a mattress on the floor for around two months now, and I have a chronic pain condition which is being exacerbated by this. I informed the customer service rep of my circumstances via email, and was told they would "turn this around." After that, things just got worse. There is no compassion for the customer here, if they are indeed a legitimate business. It may be just money and a bed to them, but it has been a cause of very real physical and emotional stress for me.

Ordered two beds from the company. No news. No answer to my 10 requests. Used to be a good company. Now a scam.

DO NOT ORDER FROM THEM,

BUYER BEWARE.
I spent over $4000 on a bed and mattress with this company and I’m so concerned that I’ll never receive the item or my money back. Phone number is now disconnected, emails are going unanswered and online chat continually shows as ‘not seen’.
I ordered the bed on 3 July and was told it would arrive within 5 weeks.
5 weeks later I followed up and I was told that they had me booked for collection the week of 10 Aug and delivery would be expected by 24 Aug.
It’s now 2 Sep and I have not received any further replies. I have called, emailed, text, chat and each communication method is totally disconnected or non-responsive.
UPDATE 03/09: I have been in contact with Amber, she’s been very helpful so far. She explained there have been some system issues and new management. I will update the review when my items arrive.
UPDATE 15/09: I was given an updated ETA of 08/09, this date has been and gone with no further replies or updates. Disappointing.
UPDATE 20/09: Cannot get a hold of anyone at Bedroom Factory, still no replies to any of my follow up messages. I will be reporting the transaction with my bank as fraud.
UPDATE 29/09: no response from anyone at Bedroom Factory despite numerous more attempts to contact them.
UPDATE 07/10: no response from them, sent numerous more follow ups and I see in reviews below their responding to new customers quickly. They should not be taking new orders if they cannot even respond to their customers who have orders 60+ days overdue. No response from them since early September, a month ago.