urbanladder.com

Extremely Disappointing Experience with the Service

I had an extremely disappointing experience with the service after purchasing a shoe rack and a bookshelf. Firstly, the delivery took an excessive 10 days. Additionally, both items required self-assembly, which should have been manageable, but turned into a complete disaster. They failed to provide sufficient hardware, and many parts were mismatched. The shoe rack had damaged boards, and the glue they supplied did not adhere properly. The screw markings were inaccurate, making assembly nearly impossible without force and guesswork. This clearly indicates a lack of quality control and attention to detail. The most frustrating aspect was not just the product quality but the service itself. I visited the store for assistance, but instead of taking responsibility, they directed me to the vendor, requesting videos, user manuals, and part details. For the second product, they required the same documentation. Even after submitting everything, there has been no resolution. Initially, they claimed the vendor team would investigate, then it escalated to the manager, and later to an internal team. The only thing that changed was the excuse and the team name. No one genuinely attempted to resolve the issue. There was no replacement, no proper technician support, and absolutely no accountability. What adds to the frustration is that the salesperson assured me at the time of purchase that any post-delivery issues would be fully addressed. I have the conversation as proof. However, once payment was made and the product delivered, all those assurances disappeared. No one followed up. My strong recommendation: Avoid this service. Do not believe their promises. Do not anticipate support after delivery. You will only encounter delays, excuses, and frustration. Save your time, money, and peace of mind by steering clear of this service.

Date of experience: Jan 17, 2026