Review Time
I would strongly advise others to think carefully before ordering from Industrial Maestro.
I purchased a shelf from them about a month ago, and when it arrived it was not what I believed I had ordered. I contacted their customer service immediately but received no response. After sending multiple follow-up emails, I eventually heard back from one agent who instructed me to return the item to a specific address.
I followed their instructions exactly and returned the shelf. However, the very next working day, the parcel was sent straight back to me without any explanation. To make matters worse, it was left in my blue bin, which I had put outside ready for rubbish collection. It could easily have been thrown away.
The lack of communication, poor organisation, and complete failure to resolve the issue has been extremely frustrating. I have made every effort to sort this out in good faith, but the service has been disappointing from start to finish.
Very poor customer service and a stressful experience overall.
Customer service is appalling. Nobody came back to me for weeks despite me leaving messages , text messages and voicemails. Live chat was hopeless too. As soon as I left a message to cancel my order they called back straightaway.
I had to chase this company after 10 days just to obtain an order number, and was then told my console table would be delivered that week.The delivery was left by the bins at a neighbouring property without my knowledge or consent. When the parcel was eventually passed on to me, it did not contain all the parts required to assemble the table, rendering it unusable.Despite contacting the company to resolve this, the issue remains unresolved at time of writing. The lack of communication and poor handling of both delivery and after-sales service has been extremely disappointing. As the issue remains unresolved. I am now pursuing other avenues to resolve the matter.I would not recommend this company based on my experience.In response to the company's reply below, I did not refuse resolutions. I raised concerns that the components supplied did not match the checklist and could not be verified as correct for the table ordered due to vague instructions. I requested confirmation that a complete and correct item would be supplied, or alternatively a return and refund. This remains unresolved at time of writing.
What made this experience so great was the communication. I was asking for a custom peice and needed to feel secure in ordering from abroad ... and I got what I needed. The product is quite beautiful and solid. I looked for similar options in the USA and they were quite a bit more expensive. If there was one thing I'd improve it would be the instruction sheet, however, the vendor offered to help me through it with a phone call! Thank you Basir!
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