Review Time
Will never order from them again. On day 3 of delivering a 6k banquette and they didn’t show up. Customer service team doesn’t even know what’s going on and warehouse closed at 3:30??? One team told me they are on their way and another team told me delivery isn’t happening today. Unacceptable on so many levels. I expect more from a company like this. So disappointed.
I had a truly awful shopping experience. Both in-store and online customer support were subpar. It all began with my online order for a couch back in August, where I was informed by a representative that it would be a custom order taking 6-8 weeks. I was encouraged to proceed with the online purchase, which turned out to be a mistake. An email later indicated delivery by early November, but that date came and went without any couch. When I followed up, I was told delivery had been pushed to early December. After not receiving any updates, I visited the local store for assistance. The only staff member there claimed she couldn't help since it was an online order, despite my explanation that I was advised to order online. She dismissed me and focused on her computer. Frustrated, I began calling customer service. Each time, I was promised a callback which never happened. It felt like a never-ending cycle. When I inquired about my previous calls, they had no record. Effective customer service requires tracking issues, and this was a joke. After my sixth call, four months into waiting for my couch, I demanded an update within two hours or I would request a refund. I eventually received a response stating they couldn't fulfill my order and would issue a refund. The level of frustration was beyond anything I had encountered with any purchase before. Having shopped at the company for over 40 years, I have decided never to return. I shared my experience with family, and after reviewing others' feedback on various platforms, it's clear I'm not alone in this sentiment. What was once a reliable business has now become a disappointment.
This feedback focuses solely on the corporate customer support and its management, not on any local store or staff. It seems the company shows little regard for its employees or customers, considering the extent of understaffing and disorganization present. I spent over 90 minutes on hold without ever reaching a representative. The phone line was essentially ineffective. Throughout the day, I tried to resolve my issue via text, which seemed to be the sole method to contact support. I was continuously paired with different agents, none of whom had any context from previous discussions. Each interaction felt like starting over. No one appeared to know what had been previously addressed, what actions had been taken, or what steps to follow next. Despite repeating the same information multiple times, there was no advancement towards a resolution, no escalation, and no accountability. The entire experience was chaotic, inefficient, and incredibly frustrating. It felt less like customer support and more like a system meant to wear down customers until they surrender. For a brand that positions itself as premium, this level of support is simply unacceptable. The issue could have been resolved quickly; instead, inadequate staffing and flawed processes ensured it wasn’t. To reiterate, this does not reflect on store associates; it highlights a failure in corporate customer support and processes.
I urgently needed a replacement coffee grinder and found one on sale. After processing my payment, they failed to ship the item and later emailed me about a payment issue. I had to revisit the website to re-enter my card information, but still received no grinder. Days later, I was informed again that there was a payment problem, and this time I saw a message stating that the order could no longer be modified. Without any explanation, they refunded my original payment. Now, the grinder I wanted is unavailable until next year at a much higher price. This feels like a clear bait-and-switch tactic.
This has been one of the most frustrating purchase experiences I've encountered with any retailer. I was erroneously charged twice for a table and four chairs — almost $8,000 — and had to initiate a dispute to resolve it. When I eventually picked up the chairs three weeks later, they were covered in mold and had to be returned. To make matters worse, after the company changed credit card providers, I received an unexplained $100 charge, which the dispute team insists I must pay. Overall, an incredibly frustrating and unprofessional experience. I strongly advise steering clear of this store.
I used to shop at this retailer frequently, appreciating their products, service, and logistics, but that has changed. I ordered items online, and there was no notification about one item being backordered. I received the box four days later, but it was completely damaged. I attempted to contact the support team, but no one followed up. I sent multiple emails, all of which went unanswered. I left a message on the website, but it also went ignored. Do you know what customer service means? Do you plan to stay in business? Unfortunately, it's too late; I've lost a customer of over 30 years because you've forgotten how to retain customers and provide real service. Not impressed, and I will take my business elsewhere.
I had high hopes when the company left its previous credit provider, which hadn't been great for account management. Now, I'm regretting that change. It's impossible for me to access my account after more than a month. I've read that using the new app isn't going well either, as it offers rigid methods for rewards and account management. I wish account management was my only issue; I can't even log into my account. The new system can't verify my VOIP phone for login, which is frustrating. There’s only one security method available, and no options for email verification or security questions. The only solution they offered was to receive digital statements and make payments by phone. It feels like they cut corners on the software for managing credit accounts, and it's disappointing. I will never be able to manage my account effectively. I can't wait to pay off this card and stop doing business with this company.
I've been a customer for many years and have generally been happy with the merchandise and credit card. However, the recent switch to a new card has been a disaster. When I tried to use my old card, it was rejected, and I was informed I needed to use the new one. Yet, I hadn’t received the new card in time. When it finally arrived, the card number online didn't match the physical card, and I found no option to correct it. The automated phone system offered no help, leading me in endless loops. I guess I’ll have to cut up the new card.
The customer service experience has been awful. Trying to reach them is incredibly frustrating, and I often get nowhere. Like many businesses today, I had to navigate through automated systems to speak to a real person. I was hung up on multiple times before finally getting through. When I did reach someone, they claimed to help but then pretended to have issues with their headset and hung up. I received texts from an automated system claiming they tried to call back, but there was no record of any incoming calls. This trend of relying on AI instead of real customer service is concerning. I refuse to spend any more money with a business that undervalues customer service.
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