“Shopping was the easy part. The discouraging part was the minor damage to three of the bookcase shelves which wasn’t apparent before opening the package and inspecting the contents. The package was delivered standing on one end. I think it must have been handled throughout the handoff and shipping stages on its end as well. The damage was corner compaction of the shelves (the edges were smashed and damage was clearly visible prior to assembly) so clearly the support to prevent compaction wasn’t sufficient. It was minor however so I waved the white flag and just assembled the bookcase. The damage sites aren’t obvious because they present on the edge of the shelves. However, I know the damage is there and these shelves were priced at over $1,000. I acknowledge I could have pushed it and made a claim, but going thru the process of returning the 60lb shelves was such a hassle I just capitulated and kept the partially damaged product. I’m not feeling all that great about the whole ordeal.”
“The shopping/purchasing experience itself was average. The site promised delivery within 1 to 2 days, but this was changed to 2 weeks as soon as the purchase was completed. Called customer support re delivery and staff was just as confused about this change, though very courteous. The product arrived as advertised, but with some damage to the surface of the wood. After customer support got involved, the experience improved immensely! Since then, I had the distinct pleasure of communicating with Rachel Wright from Customer Service, who responded in a timely manner and resolved all issues with efficiency and courtesy, the likes of which I have never before experienced from any other company. If not for the initial events at purchase (and the unexpected damage), this would have been a 5-star review!”
Hi Angel,
Thank you for taking the time to share your feedback with us. We read each review to reflect on what we can do better and how we can improve the customer experience. We sincerely apologize for the delay in communication and the issue with your order. We checked on your order and see that our Customer Support team has connected with you and is actively working to resolve the issue. You can reply to latest email or contact our Customer Support team by phone at 888-222-4410 (M – F: 6am – 4pm PST).
Best regards,
2Modern
English
