I received the bed damaged and with missing parts at first. I was able to get a hold of customer service and explain the problem along with pictures of the damage. I was honestly very annoyed at first but to my surprise they replaced the entire bed not just the bad parts. They also gave me a referral so i can donate the previous one so it wouldn’t be a hassle to get rid of it. It’s free! I think you Just need to be a little patient, they’ll answer eventually and make up for it.  It was worth it after all)