Subject: Nightmare Assembly and Nonexistent Customer Support – Stay Away
I purchased two Idealhouse outdoor chaise lounge chairs through Bed Bath & Beyond. They were delivered on time. Unfortunately, that was the only positive part of this experience.
It took a friend and me five hours to assemble the two chairs. The instructions were nearly impossible to decipher. The tools provided were completely useless—we had to go out and purchase proper tools just to put the chairs together.
At the very end of the assembly process, we discovered that five out of six screws required to secure the back hinge were missing. Without those screws, the chairs could not be safely used.
The manual states that customer support will respond within 24 hours if you email them with your order number. I initially couldn’t locate the order number, but I sent detailed photos of both partially assembled chairs clearly showing where the screws were missing.
I also reported another issue: the side shelf, even when properly installed, does not stay level as shown in the Bed Bath & Beyond listing photos. It simply falls to the ground and is completely unusable.
They did respond within 24 hours—but refused to help without the order number, despite the clear photo evidence.
After four back-and-forth emails, they finally said they could send the missing screws—but that I would have to pay for them.
I eventually found the order number and sent it in a fifth email. Only then did they respond to tell me they “don’t have this screw component in stock” and that it would take a long time to get it. Their solution? They suggested I go to a local hardware store, purchase the screws myself, send them the receipt, and they would refund the cost.
I was stunned. After five emails, they finally admitted they couldn’t supply five basic screws for their own product. It is unbelievable that a furniture supplier would tell a customer to avoid a “long wait” by fixing their manufacturing mistake themselves.
Not only was the assembly process a frustrating nightmare, but their customer support was dismissive, unhelpful, and unwilling to take responsibility.
To this day, they have not addressed the defective side shelf. They haven’t even acknowledged it.
This has been an absolutely miserable experience from start to finish.
Save yourself the time, frustration, and hassle. Do not order from Idealhouse—whether directly or through Bed Bath & Beyond.