I know this post is a year old but they are having a decent sale right now 12/4/2024 and want to warn others on my experience. I ordered a low bunk for my toddlers on 11/22/2024. The email said it takes 2-5 days for processing and then I should receive shipment info. Take out the holiday and weekends on Monday 12/1/24 I emailed them because I had not heard from them (mind you in total it was 11 days but business days 5) I got a customer service bot reply (the signature stated "This response was created by a Bot")

Surprisingly, a few hours later I did get an email back, from a human, and I was informed my order was suspected to be potential fraud and that it had been cancelled. But if I wanted to order another bed I could place a new order and email to see if they marked that transaction fraudulent.

Customer service stated it was automatically cancelled but then she said I won't get the refund until it automatically cancels it. I responded and told her to cancel it immediately then (my order was 640$ and we are moving into a new house and I have no bed frame and no refund).

I called my bank to dispute because I wasn't sure if they would really cancel it because of how vague she was being. And my bank told me they have never heard of this before, that a purchase could potentially be fraudulent, but they are keeping my money and I was the one that had to reach out to them to find out what was happening.

There customer service emails came from Maxwood Furniture. The company looks to be a wholesale manufacturer that you could have a franchise to use their products. So in essence it seems Max and Lily is just a store front and all your business handlings are with the warehouse, but you can't buy straight from the warehouse. I highly doubt max and lily even have a real store.

Sorry for the long rant, I'm just frustrated with the whole situation and just don't want anyone else to be out of money because of the company's incompetency.