havenly.com

Good design, the rest was a disaster

I can't in good conscious recommend using Havenly's services. Our designer Erin was awesome. She did a great job at matching our style, providing work product on time, and making requested adjustments and additional suggestions. Worth way more than the amount we paid for the design. This is where the review turns. Havenly and our designer Erin are open about the fact that the designers earn commission on products you buy from your design through Havenly. I assume this is where the designer make the majority of their money because the design fees are definitely not high enough to cover a fair wage. Ordering and fulfillment via Havenly was a nightmare. I cannot recommend it to anyone. Havenly acts as a middleman and provides poor customer service and communication in exchange. One of the items I purchased (curtains) was allowed to be ordered and paid for, but then within a day or two I was informed the curtains were out of stock and I would be issued a Havenly credit instead. I had to then request a refund, because the curtains were available from the manufacturer. This was granted but should have been automatic. Next, I never received any shipping updates or tracking information from Havenly on my other items, until I reached out to customer service directly. This led to some items arriving at my home without warning, which could easily led to damage or theft if I didn't happen to be home when the packages arrived. We lucked out here but the lack of tracking information and communication was alarming. Also after reaching out multiple times about the status of items (it had been 4+ weeks since ordering) I was informed that another of my items (a chair) was out of stock and discontinued so that order would not be fulfilled. I was refunded for this item after many days. I hate to think how long it would have taken to rectify this if I had not been constantly reaching out. One final example, a TV stand I ordered was listed as being from Company A. After many weeks the item still had not arrived and I had not received any updates. Upon checking my account it reflected that the TV stand would now be from Company B. I looked up Company B and found the same TV stand at a significantly cheaper price and with free shipping (I was charged $79). Upon bringing this to Havenly's attention, I was issued a refund for the difference in price and the shipping cost, which was appreciated. But this was given "as a one time curtesy" because I was outside the price matching window. To me this is an example of poor service because I was not able to find the price difference during the matching period because they changed the suppliers. I could go on.I can't recommend ordering through Havenly and because the designers work on commission I can't ethically recommend using their services to just shop elsewhere.

Date of experience: Apr 09, 2024