Five months of waiting, poor communication, and repeated delays
I ordered a bed (model Fog, color Riviera 16) from S Trade Furniture / stradefurniture.com on May 6, 2025, and paid the full amount the same day by instant bank transfer. The order confirmation arrived immediately, but after that there was no further communication for several weeks.
Eight days later, the order status still showed “waiting for payment.” When I asked about this, I received only a very short reply stating that the order had been accepted for fulfillment. There was no confirmation of payment, no delivery estimate, and no apology.
In mid-June I was told that production would take 8–9 weeks. By early August, already 13 weeks after payment, I still had no delivery date, no tracking information, and no clear update.
I sent many polite emails, often with several questions. Most replies were extremely brief and addressed only part of what I had asked, if anything at all. Many emails were not answered. Communication generally lacked greetings, explanations, or complete information, and delivery dates were changed multiple times.
On August 28, I was informed that my bed was finished and would be shipped the following week. This did not happen. About a week later, I was told this message had been sent by mistake and referred to another customer with the same name. I later noticed that another Trustpilot reviewer reported receiving the same explanation.
Later, the manufacturer (Versal) confirmed to me directly that the bed had been ready since September 12, 2025, yet delivery did not take place until October 9, 2025, almost a month later. The total time between payment and delivery was therefore more than 22 weeks, over five months, which is nearly three times the originally stated timeframe.
Communication throughout the process was very unsatisfactory:
• Long response times or no response at all, often 10–14 days
• Emails with multiple questions answered only partially or not at all
• Repeatedly changing or unclear delivery information
• No publicly available phone number and no returned calls
• The manufacturer was contacted by me directly due to lack of response from the seller
Only after the manufacturer intervened did communication improve.
I am still waiting for a proper invoice, which should normally be provided.
To be fair, the delivery driver was friendly and professional, the bed arrived undamaged, and the product itself is of good quality. Unfortunately, this does not compensate for the long delay and the poor communication.
This review reflects my personal experience. The product is fine, but the overall purchasing experience was very disappointing.