Review Time
I purchased a bed and encountered numerous delivery problems. They scheduled it three times, providing five-hour windows each time. I called for updates, and they assured me they were on their way, but they never arrived. I was told it was too busy in my area. This continued for three weeks, and I still haven't received the bed. Now I need to seek a refund. I never anticipated this situation. This company lacks reliability.
I purchased a bed and encountered multiple delivery problems. They scheduled it three times, giving me five-hour windows. I called to check, and they claimed they were en route, yet they never showed up. I was informed it was too hectic in my neighborhood. This dragged on for three weeks, and I still haven't received the bed. Now I need to pursue a refund. This experience has been completely unexpected. This company is not dependable.
I had to give one star since zero stars isn't an option. After two months of disputes, I finally received a refund, but it was for the wrong amount. They seem to have omitted the shipping fee for the damaged item. I wish I could share the nine photos to illustrate my case. CUSTOMERS SHOULD NOT PAY FOR ITEMS THAT ARRIVE DAMAGED! We also shouldn't be charged for shipping when the item is returned due to damage. They eventually sent a check, but it was inaccurate. After much effort, I did manage to get the correct amount refunded to my card, but it was quite a hassle!
For some unknown reason, my purchase was divided into two payments, but they tried to charge me the full amount instead of the second charge's balance. Their billing resembles phishing attempts. The information provided across the customer dashboard, support emails, and phone support was inconsistent and misleading. The phone representative was condescending and dismissive, insisting I didn't understand the difference between posted and pending charges.
Over the last 18 months, I have spent well over $100,000 on furniture for my new home. The logistics have been a complete joke; the logistics team has outsourced to a call center, making communication nearly impossible. This will be my last order, and I will be switching to a different retailer.
My experience was quite frustrating. On the scheduled delivery day, I wasted my time waiting. The item was just 20 minutes away, but for some reason, it was rerouted back. They proposed a prompt replacement, but the updated order showed an estimated delivery of 17 weeks. They expect me to wait over four months without any communication. Ultimately, I had to cancel the order.
I placed three orders this year. My first experience was disappointing; one item was missing and the one I received was damaged. The second order had the wrong item, and the replacement was also damaged. The third order was fine—pillows, which are hard to mess up. I recommend avoiding this retailer, as even their sale prices were higher than other options. For example, I found a product for $300 less elsewhere with free shipping.
I've really enjoyed the furniture I've ordered over the years. Everything has been exceptional in quality and design, built to last with excellent craftsmanship. The in-store staff have been knowledgeable and professional. However, their online shipping and customer service need significant improvement. I placed an order listed as 'in stock,' but it sat in 'awaiting fulfillment' for weeks after my card was charged. The delivery date kept getting postponed, and contacting customer service was frustrating. I love their products, but they must improve their logistics.
I ordered what I believed was a cushion for a patio chair. I had previously ordered the same item but wanted a backup. A completely different cushion arrived. The store was rude and said, 'you ordered a different cushion,' even though there is only one suitable option for that chair on the site. They changed the product but are blaming me for the mistake and were not helpful at all.
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