Truly an infuriating experience dealing with these guys, especially since the furniture is so great. I ordered a chair that came shipped with no issue, but the coffee table which was delivered by an outsourced white glove warehouse came absolutely destroyed. The box was in perfect condition, even the foam corner inserts, so somebody re-boxed it, but there was cracking and chips all along the entire side of the table. One giant crack down the whole middle of that side, and then the opposite corners are pulled and seperated where the wood it joined. Delivery guys said it probably got dropped off a forklift.
Mistakes happen, but it stinks when you wait 2 months for something that comes broken and know it will be yet another 2 months waiting for replacement. It makes it even worse when they've shut down their phone lines and make you email them. They also let you know they will "try" to get back to you in 7-10 business days, and kindly remind you weekend days dont count in case you forgot. It took about 4 days for them to get back to me (I was also harrassing them on instagram dm every day), which is pretty good by their self prescribed standards but its a long time to not hear from anybody as you look at your destroyed coffee table every day I found.
When something like this happens, its bottom line poor cuatomer service to leave the customer waiting for any word from the company. This isnt a $20 amazon purchase. Once they emailed back they actually refused to get on the phone with me, which felt like a slap in the face. They offered to either refund me or send a replacement in 2 months (obviously), but that was it. I confirmed I would like a replacement, inquired about expediting it, and let them know simply replacing the item with one that isnt destroyed was not a satisfactory compensation for my inconvenience.
As of writing this it has been a week since my last email and nothing from them confirming my replacement. No answer as to whether or not there is any way to expedite the replacement. And certainly no credit or gift card offered. I gave them two stars because the furniture looks great and seems like good quality, but buyer beware because if something goes wrong its a total headache to deal with them, and they dont seem especially eager to make it right either, just check the boxes. I like that theyre a smaller company but honestly at this point cutting them slack for that would be disrespectful to the other small companies I give my business to.