Review Time
I had an issue with returning a product and customer service went out of their way to make things right and I very much appreciate that. They have really beautiful products, especially the towels, and I really love the candles as well. I look forward to buying many of the quality products this company offers in the near future.
I hate this company. They’re unethical. The return policy is in fine print. Other companies will disclose if an item is non returnable at some point during checkout. I was even charged a $1.98 “redo fee” to be able to return or exchange these items. However whenever I went to return the items due to the quality and fit being poor, they “denied my request” to return. Don’t purchase from them. I hope they go out of business. Wasted money on a cheaply made and overpriced product.
Order 2 sets of utensils and needed 2 more but they are perpetually out of stock. Without 4 sets the utensils are useless and they won't tell me when they will get more stock. Now I need to return the original 2 sets since I can't trust they will ever restock. The customer service is terrible as well. The $100 membership fee is a rip off since they don't have any good items to purchase or won't stock.
Ordered 3 cashmere sweaters in the wrong size. I tried to return online but it didn’t work. I then emailed and texted them repeatedly and have received no response. I am now going to have to contact my credit card company to get the charges refunded.
I have ordered a few things from this company and liked them until I tried to return two items. I get a automated response saying I can return it, but then the return was denied? I cannot get a hold of anyone to answer why they are refusing the return. Then the other return they had me set-up a date and I get an automated email to add the shipping label to the box, however they never sent the shipping label and now I've missed the return pick-up spot. I will not be ordering from this company, again.
I've been a member for almost 3 years now. Overall I'm satisfied with the product quality, but the service itself is hit or miss. They changed their model in recent years where you pay $60 upfront for a year, and then you're given $15 in credits every quarter. The issue is, the credits will expire and upon reaching out to their customer service they say there's nothing they can do, despite their limited product selection so you may very well not see anything you want to buy every single quarter. I would trust this company more if they had more flexibility with their crediting system, instead of feeling forced to buy something or otherwise forfeiting the credit by quarter end. Their support responds VERY quickly so I'm quite skeptical I'm talking to an AI bot. Another issue I've faced is on two separate occasions, I purchased products that were many weeks later refunded due to them being out of stock. Why didn't they know it was out of stock before selling it to me?Overall, I like the concept of the company, but customer experience could be improved. I have cancelled my membership for the above reasons, as the inflexibility of the quarterly credits is not working for me.
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