Hi Jason,
We sincerely apologize for any shipping concerns and understand how frustrating the wait can be. According to our records, your pillow was successfully delivered on February 28th. We truly appreciate your patience and will take your feedback to continue improving our shipping experience. Please let us know if there’s anything else we can assist you with!
Best,
Team BADESOFA
“I reached out to return my order almost a month ago, and no one from the team has reached out to me to help me with my return but they you have a 30day return policy I feel like I am being scammed.”
Hi Antione,
We’re really sorry to hear about the trouble you’ve faced with your return request. It’s concerning to us that you haven’t received a response, and we truly understand how frustrating that can be. We’ve just reached out to you via email to resolve this and have sent a return label so we can process your full refund. Thank you for your patience, and we appreciate the opportunity to make this right!
Please reach out to us directly, and we will do our best to assist you promptly.
Thank you for your patience,
Team BADESOFA
“Horrible customer service and misleading and unfair return/exchange policy.
Also, the colors online are not a great representation of the actual colors. Charcoal has a lot of blue in it and ivory pearl is basically a light pinkish”
Hi Tammy,
We’re sorry to hear about your experience with our customer service and the color discrepancies. Your feedback is incredibly important to us as we continuously strive to improve. We understand how misleading colors can disappoint, and we appreciate you bringing this to our attention. We believe our customer service has done its best to help you with your concern.
Thank you for your understanding,
Team BADESOFA
“This site is awful for returns. I made a mistake of ordering a full set of cushions for my wife via your website, and now it's a total mess to return an item and exchange the other two.”
Hi David,
We sincerely apologize for the trouble you’ve had with the return and exchange process. We understand how frustrating this must be. Please reach out to our customer support team directly, and we will be happy to assist you in resolving this matter as smoothly as possible. We appreciate your patience and are here to help!
Cheers,
Team BADESOFA
“At the bottom of their emails, the instructions to unsubscribe are in German -- even though the rest of the email is in English. This makes it very difficult for an English speaker to identify the unsubscribe link and stop recieving their messages. It's a bad practice and deceptive.”
Hi Michael,
Thank you for bringing this to our attention. We sincerely apologize for the inconvenience caused. As a German company, we share tools across regions, and occasionally, unintended oversights like this happen. We appreciate your feedback and will fix this issue immediately to ensure a better experience.
Cheers,
Team BADESOFA
Hi Macie,
We’re sorry you haven’t received your order. Our customer service team reached out to you on January 6 to help resolve the issue, but we haven't heard back from you yet. Could you kindly check your email, including your spam folder, to ensure our message wasn’t missed?
If you still haven’t received it, please feel free to reach out again, and we will resolve this promptly with utmost priority.
Cheers,
Team BADESOFA
Hi Andrew,
We are sorry regarding the shipping timeframe. This was certainly not our intention. Once an order is in transit, we unfortunately have no control over the delivery process. If you have any concerns about the shipping or delivery status, we recommend reaching out directly to the courier handling your package.
We truly appreciate your understanding, and if there’s anything else we can assist you with, please don’t hesitate to let us know.
Cheers,
Team BADESOFA
“We have been trying to return the items and have had no response.
Please see below:
Today, 12/31/2024 at 3:07pm, I attempted to initiate a return for order #18042. I received the following message-"The return window for the item(s) below closed on December 31, 2024.” Obviously, this is incorrect because it is the same day. In addition, on your website under FAQ’s it states-
Returns & Exchanges
Any orders placed on or after November 1st are eligible for our extended Holidays return window through January 31st.
This order was placed on 11/24/24 so it is included in the extended Holidays return window. I am sure this must be some technological glitch on your end. I look forward to your response to correct this mistake.
Regards,
Chris and Sandra Williams”
Hi Chris and Sandra,
Thank you for bringing this to our attention, and we are sorry for any inconvenience caused. Despite the surge of emails we’ve received from customers, we’re glad we were able to address your concern. We believe that CK diligently assisted you and resolved the issue regarding your return.
If there’s anything else you need help with, please don’t hesitate to reply to reply to your main email thread. Thank you for your patience and understanding!
Cheers,
Team BADESOFA
Hi there,
We are sorry for any frustration caused by the delay in responding to your inquiry. Due to the influx of messages during this time, we weren’t able to reply as quickly as we would have liked. However, we believe that Pia was able to assist you with your concern and promptly issued a refund for your return during your conversation with her.
We hope you can see that we made every effort to resolve the issue to the best of our ability. Your feedback is important to us, and we appreciate your understanding as we work to improve our service.
Cheers,
Team BADESOFA
“I ordered my product on 12/11/24 and have rescheduled our several times for a refund after never receiving my product 20 days later and am getting no response. Terrible customer service”
Hi Trevor,
We are sorry for the frustration caused by the delay with your order and for the lack of communication during such an important time. While shipping delays during the holiday season were unfortunately out of our control, we did our best to resolve the issue by reshipping your order to the correct address, despite the incomplete information provided for the original address.
We hope you can see that we’ve made every effort to resolve this situation for you and all our customers as quickly as possible. Your feedback is important to us, and we’ll continue to work hard to improve our processes moving forward. Thank you for your understanding.
All the best,
Team BADESOFA
“Event after factoring extra time for the holiday shipping season, they shipped it late and missed Christmas. It was a huge disappointment. I received numerous emails form the Founder expressing gratitude for the order and asking if they could help. The only problem was not a single support email was answered. I will never order again for this company.”
Hi Kenneth,
We are truly sorry for the disappointment you experienced with your order, especially during such an important time as the holidays. Due to the influx of inquiries and the busy holiday season, we weren’t able to respond as promptly as we should have.
Your feedback is incredibly important to us, and we’ve taken it to heart as we work to improve our processes. To help address the situation, we have happily refunded your shipping cost as a gesture of goodwill.
Thank you for bringing this to our attention, and we appreciate your understanding as we strive to do better in the future.
Cheers,
Team BADESOFA
“The product is great, but the whole experience was terrible.
- Ordered the back and seat on December 10 and paid $55 for rush delivery
- Badesofa put the wrong address on the label for the shipment containing the back, so it was held at a FedEx facility for a week. I did receive a foot pillow, which I did not order.
- It took 4 days to get in touch with BadeSofa Customer service. I had to DM through instagram and send emails.
- A customer service representative finally said they would send another shipment, which they did, but they didn't send it via rush order, so I didn't receive it until December 30 - 20 days after my original order.
Honestly I'm not going to be super dramatic and say this was the worst experience ever or ruined my life, but I don't think I would give BadeSofa any glowing recommendations to my friends or family.”
Hi Thomas,
We sincerely apologize for the challenges you faced with your order and the frustration it caused. We understand how disappointing it can be when things don’t go as planned, especially during the holiday season. While delays can happen during such a busy time, we truly value your satisfaction and went above and beyond to resolve the issue.
To address the inconvenience, we refunded your expedited shipping fee and provided a seat pillow at no additional cost. We hope you can see this as a reflection of our commitment to exceptional customer service, even in situations beyond our control, like shipping delays during the holiday rush.
We truly appreciate your feedback and thank you for your patience and understanding.
Cheers,
Team BADESOFA
Hi Daniel,
We sincerely apologize for the delay in responding to your request to return the item. We understand how frustrating it can be when you don’t receive timely communication, and we deeply regret that we didn’t address your concern sooner. Your feedback has been taken to heart, and we are actively working to improve our response times. I believe your return has already been initiated and completed, but if there's anything further we can assist with, please feel free to reach out.
We're here to help and truly appreciate your patience!
All the best,
Team BADESOFA
Hi Doug,
We are truly sorry for the inconvenience and frustration you’ve experienced with your order not arriving, as well as the lack of response to your emails. We understand how disappointing this must be, and we sincerely apologize for not addressing your concern promptly. Please know that your feedback has been deeply noted, and we’re actively working to improve our response times. I believe you’ve already resolved the issue with your bank, but if there's anything further we can assist with, please don't hesitate to reach out.
We value your feedback and are here to help.
All the best,
Team BADESOFA
“I ordered a full set well ahead of the shipping deadlines, and have still not recieved everything I ordered. I have reached out to their support 3x, and have never recieved a reply. Communication is none existant, I will be forced to fill a complaint with the BBB against this company as it lacks basic communication abilities.”
Hi Chad,
We sincerely apologize for the delays and frustration this has caused, particularly given that you ordered in advance to meet the shipping deadlines. We fully comprehend your disappointment with the lack of communication and deeply regret not responding to your inquiries promptly.
Please be assured that your feedback has been taken very seriously, and we are actively working to enhance our communication and response times. We are committed to resolving your issue and would be delighted to assist you further.
Please do not hesitate to contact us directly, and we will endeavor to rectify the situation.
All the best,
Team BADESOFA
Hi Jonathan,
We are truly sorry for the frustration you've experienced, especially given the missed delivery date and lack of communication. We completely understand how disappointing this must be, and we sincerely apologize for not responding promptly to your emails.
Your feedback has been deeply noted, and we are actively working to improve our response times. We truly regret that your experience has been less than satisfactory, and we are committed to making it right. If there’s anything further we can assist you with, please don't hesitate to reach out.
All the best,
Team BADESOFA
Hi Eric,
We sincerely apologize for the frustration you've experienced with trying to return your bath pillow and for not responding promptly. We understand how important timely assistance is, especially during the holiday season, and we're doing our best to help all our customers as quickly as possible.
We believe your concern has already been resolved, but if you need any further assistance or have additional feedback, we’d be happy to help. Your input is truly valued, and we’re here to make things right.
Cheers,
Team BADESOFA
Hi,
We're sorry to hear that you feel this way. Please know that we are real people on the other side, working hard to assist and provide the best customer service possible. We truly value your feedback and appreciate you taking the time to share your thoughts. If there’s anything we can do to make your experience better, we’re here to listen and help.
Cheers,
Team BADESOFA
“I placed my order over two weeks ago but I have yet to receive it, and this was meant to be a Christmas gift. And according to FedEx they haven't even received the package yet. My biggest issue though is that I have tried to contact this company via their website and via email, but I have yet to receive any response from them, days later. I can't speak to the quality of their products, but so far their customer support and service has been non-existant.”
Hi Taylor,
We are so sorry to hear about the delay with your order, especially given that it was meant as a Christmas gift. We completely understand your frustration and sincerely apologize for not meeting your expectations with both shipping and communication. This busy holiday season, combined with unexpected shipping delays, has unfortunately impacted our response times, and we are truly sorry for the inconvenience this has caused.
We have passed your feedback to our management team as we continuously strive to improve our processes. I believe we’ve already resolved your issue, but if there’s anything further we can do, we’re more than happy to assist. Additionally, if you'd like, we’d love to offer you something as an apology for the frustration you’ve experienced. Please don’t hesitate to reach out to us directly.
Cheers,
Team BADESOFA
“After ordering this as a Christmas gift on 11/30, and tracking the gift for the last 2.5 weeks with no update whatsoever, I contacted customer service. The FedEx tracking still says “label created.” The first response was immediate and every response there after has happened DAYS later, if at all. I have most recently sent 3 follow up emails requesting a status on where my package is with no answer. At this point someone should admit there’s a problem or at least try to send a replacement item? But nothing. Instead, I’ve been given the run around to keep tracking my package and completely ignored. If you have production problems then admit that? I even reached out to customer service via Instagram and at first the response was “what is your order number let me help you” and once I sent it I was literally left on read. READ! Which is a joke bc the company continuously posts stories on ig advertising “before Christmas delivery if ordered by 12/15”…… I am beyond frustrated. Clearly these products are not cheap and this entire process has left a horrible taste in my mouth. I hate to be this person but with being ignored by multiple people I just want to know where and when my package is arriving.”
Hi Katherine,
We are deeply sorry for the frustration and inconvenience you've experienced with your order. We understand how disappointing it is, especially when it's a Christmas gift. We sincerely apologize for the delays in communication and the lack of updates on your package. This is not the experience we want for our customers, and we truly appreciate your patience during this busy holiday season.
Please know that your feedback has been passed along to our management team as we work to improve our processes. We do believe that your issue has been resolved, and we hope it has been sorted to your satisfaction. We are also more than happy to offer you something as an appeasement for the inconvenience you've faced. Please feel free to reach out via email, and we will be glad to assist you further.
Cheers,
Team BADESOFA
