Pali Cribs customer service is terrible!

[cassiemoun]

I emailed Pali cribs about needing the 4 screws and wing nuts to position the mattress on our Pali crib. When we lowered the mattress with our last child, we misplaced the screws and wing nuts.

They replied that they would not be able to send certain pieces of the hardware, but that I could buy an entire hardware set for $70.

SEVENTY DOLLARS?????? Excuse me???? All I need are 4 screws and wing nuts and they want me to buy the entire hardware set fo $70. That's just crazy.

I told them that it was awful customer service and also dangerous and irresponsible to not be able to get customers those screws for a reasonable price. Apparantly, they don't care, because thay didn't respond to that email.

I guess I'll turn my house upside down looking for them and if I can't find anything, then I will try to find something that will work from the hardware store.....

[hokdog91]

cassiemoun,

I read your post on the forum about your request for wing nuts and bolts. I am going to check with one of our dealers to see if we can get this hardware to you as quickly as possible. The challenge that we have in sending parts from Canada is the international air freight costs to the US.
Best regards,

Mark Woomer
Director of Product Development
Pali Design Inc.

[DebbieJ]

I agree--Pali CS is AWFUL!!!!!

We had a problem with our crib in 2003 that never got resolved. One of the slats on the crib bowed. I tried calling a zillion times, I even emailed pictures. It seemed there was only one CS rep because Coletta was the only person who ever answered the phone. She was never able to do anything to help me and her attitude was horrible.

Eventually I gave up. I was moving cross country, had a newborn, and just didn't have time to keep calling.

I will NEVER recommend a Pali crib to ANYONE.

[autumnsundown]

Approximately March 2009, after enormous issues with original ordering of a conversion kit through USA Baby that never arrived and they closed, I ordered a conversion kit for my Angelina crib. I'm now trying to convert this crib to a full size bed Feb 2010 and I have a couple huge issues. The wood pieces for the external part of the bed are not notched out and will not fit a full size crib (even though the photo clearly shows this is how the parts are supposed to be). I am going to attempt to resolve this issue on my own but the bigger issue is that I need ONE 5 3/4 inch bolt and ONE 1 inch round nut it screws into, in order to be able to actually use the conversion kit. One of my bolts and nuts are stripped, they cannot be unscrewed from each other. I was told by Pali Customer Service that I had to pay $70 for one nut and bolt and I cannot believe Pali will not replace the one nut and bolt! One of the bolts and nuts sent is stripped so I cannot screw or unscrew them from each other. I'm contacting Mark from this posting and I pray he is going to help me resolve this issue, as it is ludicrous to expect clients to pay $70 for a full hardware kit when only 2 parts are needed and it's because the hardware is damaged already!

[mtnsnow]

When we had a problem with missing a Pali bolt I called them and they were able to send one out.

I told them that I had read about charging $70 for hardware and they said that was for the old Italian manufactured goods. They are manufacturing in Asia now like the rest of the world.

I told the woman I talked to about reading about this here and she suggested calling a specialty store near, or not so near, that carries Pali and that they might be able to just sell ONE bolt to me, especially stores that have been in business for a long time. I guess they have old parts in their warehouses.

Hope this helps.

[Wuddles]

We have had our Pali furniture for only 10 months. I read the reviews about the bad customer service here but was hoping that since we take good care of our furniture, we would not need it. Sure enough, a few days ago one of the drawers on my son's dresser just stopped closing. My husband looked carefully at the drawer and there are a whole bunch of holes in it that are unused. Maybe someone made a mistake initially in putting it together? Anyway, this is very unsafe as my son likes to pull up on EVERYTHING. I tried both emailing and calling Pali customer service and have not heard back. Does anyone have any recommendations about what to do? I'm really regretting buying Pali furniture . . .

[zag95]

I'd go to the store that you bought your furniture from- and then I'd email both the US and Canada CS centers......

I had some trouble getting gliders for our crib drawer- got some from the place where we purchased our crib and finally the Pali folks came thru also (it took like 3 mos- just before DD arrived in 2008!) GL!

[Wuddles]

Thanks for your advice. We bought the dresser online from a store not near us, so going to the store is not an option. I will trying calling and emailing again, I guess. I don't think I'll be buying Pali for our next baby!