D s Ofx

Poor quality bed

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I purchased the Emerson Bed. TrueType excited to have finally purchased a bed frame after searching for more than three years! The quality of the bed was below average. The fabric was frayed around drawers, the front of drawers do not fit flush to frame and the back of drawers are so cheap the sides are Velcro instead of hinges! Yes, velcroed! I called the company sent photos called emailed, yelled into the universe- Nothing!!! Secondly the delivery men were so kind and nice put bed together for me, and left dirty hand prints everywhere! The freight company never got back to me either!!!
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Reason of review:
Bad quality
Keilany Whz

Terrible Customer Service and Products

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Grandin Road - Terrible Customer Service and Products

The lights purchased from Grandin Road failed soon after purchasing this. Attached is a picture.

After contacting customer service via email, with this picture, the customer service, or lack thereof, was so terrible, in stead of assisting me, they suggested that I purchase a light tester to find where the short was. Really!?! They would not offer a refund or replacement of the product and blew me off.

With such high end products, and high prices, you would think that their customer service would be far superior, but no. Steer clear from Grandin Road as their products do not work properly and their customer service is terrible!

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Loss:
$199
Reason of review:
Poor customer service

Preferred solution: Full refund

Resolved
Moreen Vcx

Resolved: Return rip off

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Updated by user Feb 11, 2018

Grandin Rd gave me a 100% refund. There was confusion because I sent both garlands back in one box since it was large enough to hold two.

I will definitely do business with them again. Refund was fast and they even emailed and called with an apology.

Original review Jan 11, 2018
I purchased 2 strands of garland and when I received them realized they were not what I really wanted. I went through the return process by taking them to the UPS store. The return instructions said shipping would be deducted from the purchase amount. Since I paid $14 to have 2 packages shipped to me I assumed it would be similiar or less since i was able to place both garlands in one box. They charged me $32 for shipping 1 instead of 2 packages back. I will call but have a feeling based on other reviews I will not have much luck getting any more of my money back. I will never order from Grandin Rd again. This is why large companies like Amazon, Wayfair and Overstock do so well. I have never had any issues with returns or refunds from them.
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Loss:
$22
Cons:
  • Refund policy
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Let the company propose a solution

1 comment
Guest

Grandin Rd gave me a 100% refund and emailed me apologizing for the mistake. I had sent back the 2 garlands I ordered in 1 box because it was more than large enough to hod both. I am completely satisfied and will order from Grandin rd again.

Anonymous

Lost Customer Over $15

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I ordered 2 lanterns from Grandinroad - 1 large and 1 medium. The large one arrived damaged. They offered to replace it, however there were no large lanterns left. I had to *fight* to get a $15 gift card toward the purchase of a 2nd medium sized lantern (total price is only $30). I have been a solid and loyal customer for a number of years. On principal, I felt that they should send me a 2nd medium lantern at no charge or at least a gift card to cover the charge of it (since a replacement of the broken one was not an option). They decided the additional $15 was not worth it to keep a loyal customer. This is not solid and outstanding customer service and unfortunately, many of today’s companies are lacking in their service departments. I will not order from Grandinroad again as they made it clear my patronage is unimportant to them.
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Reason of review:
Return, Exchange or Cancellation Policy
1 comment
Guest

I'm sure it was disappointing to get one article damaged, but a refund is about as good as it gets if the item is no longer in stock to replace. I've never heard of a retail company offering a refund AND giving you additional free products. I think the $15 gift card was a nice gesture.

Anonymous

Ava sofa

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I received my Ava sofa yesterday. It is beautiful. More comfortable than I could ever have thought possible. A very happy purchase!
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Reason of review:
Good quality
Moreen Vcx

2 strands of garland

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Updated by user Jan 14, 2018

Grandin Road refunded the full purchase price of items returned. I sent both garlands back in one not two boxes so there was confusion as if I returned all the merchandise.

I received a phone call and email from the company. I am satisfied and will do business with them again because I like their products.

Original review Jan 12, 2018
I had posted a review yesterday about only receiving a $10 refund for a $46 purchase. Apparently since I returned both items in one box they were confused and thought I only returned one of the garlands. Grandin Road made things right and refunded the entire purchase price. I called the company and immediately they fixed the issue. So I will order from them again because I like their products. I even received an email from one of the managers and I am satisfied with their quick response and immediate action. I always believe to say positive things when a company makes things right. I like their products and will buy from them again.
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Pros:
  • Quick response
Reason of review:
Full refund
Braelee Hsc

Refuse to honor their own price guarantee

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I bought several Christmas clearance items from GR and 2 days later it all went an additional 40% off. I too got a lame excuse as to why they wouldn't honor their own price guarantee. My excuse was that they only honor price guarantees on items not already discounted from retail. What? Not only does it not make sense based on their own price guarantee wording which is simple and direct, but I've also read reviews on GR on numerous sites and every time they refuse to honor their price guarantee, it's a custom made up excuse for each person supposedly relating to their particular order. Huge red flag for me. Done with company as so many others are. 41 reviews here and not 1 response from the company. No responses on any other review sites either. Bottom line based on lack of responses to public customer complaints, this company only cares about the $ they make TODAY only from its customers and this is the ONLY proof I need to never do business with them again.
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Reason of review:
Pricing issue
Anonymous

Not Trustworthy

Grandin Road - Not Trustworthy
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Grandin Road - Not Trustworthy - Image 6
I'd shopped for many years with no problems. The last 2 shipments arrived damaged. I sent pictures of the damage and they said sorry return it and we'll take the shipping cost of of your refund. Wait. You sent me damaged goods and you want me to pay to ship it back to you?? The way the item was packed is some of the worst I've seen in 18 years of shopping online. They claim to be upscale but I have evidence to prove otherwise. Bad customer service. Horrible business practices. Buyer Beware.
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Reason of review:
Damaged or defective
Anonymous

Failed to stand behind their products

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Grandin Road failed to correct their incompetence. Friends gave us a Crane Table (which is no longer carried in their catalog) as an anniversary present.

Upon opening it, we found that it was broken and had been delivered to another customer which had returned the broken product to Grandin Road and the return slip was still in the box. Grandin Road failed to open it and so sent it to us via our friends. When we called to have it returned to Grandin Road, the associate asked, Is it still broken and we said yes, it is still broken. She arranged to UPS to pick it up from our address to have it replaced.

A month later we still had not heard from Grandin Road or received the replacement table so we called Grandin Road again. Rather than replacing the table, they just refunded the payment to the friend that gave it to us. Subsequently, the friend died. Grandin Road said she (the deceased) would have to authorize another one to be sent.

Obviously, the deceased friend cannot authorize it!! The customer service representative said she was sorry but there was nothing she could do about it.

So, we are without the last gift our friend gave us. Obviously, we will NEVER shop at Grandin Road again and recommend to others to NOT SHOP at a company that will not stand behind correcting a problem that they created.

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Loss:
$150
Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

Grandin Road - Dublin Swivel Bar Chair Review

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Grandin Road - Dublin Swivel Bar Chair Review
Ordered 2 Dublin dark red counter stools I received on 12/01/16 One was damaged from packing material leaving pictures depression that didn't bounce back. I was sent a prepaid UPS label to exchange the stool for a new one. I was told the dark red was on order and expected in their warehouse by 12/12/16. When I didn't hear from them by the 15th I inquired. I was sent an email the stool would ship on the 17th. When I checked on the 21st there was a delay but still shipping. Finally 12/26 I checked my AMEX bill and noticed a refund for one counter stool! I assumed they just made a mistake I could call and correct with ease. Omg was I wrong! They stated the dark red stool was unavailable and someone made a mistake in indicating it had shipped. I then spoke with a supervisor that chirped the same line over and over. "We processed your return, the stool is unavailable". I asked why they didn't notify me but instead blindsided me with a refund leaving me with one red counter stool! Did they think I wouldn't notice I was stuck with one stool if they credited my account? They offered a free shipping label and said I would have to buy a box, fax the receipt and they would reimburse me then. I got off the phone to absorb what had happened and think about it. Meanwhile I'm receiving email promotions with pictures of the counter stools available in 'textured dark red' the only difference was they were now JACK swivel counter stools instead of DUBLIN counter stools. The price was $169 versus the discounted $99 and a metal ring around the footrest. The description was virtually the same with exact same diameter, height and weight! The refuse to replace with what I see as a like-kind product. The only option they will offer is to pay the difference and they will graciously give me the same 25% off and free shipping I received on the Dublin's. Bottom line is I pay another $141 I can have matching counter stools. This is so outrageous and shocking I'm just sitting in my car doing this. I realize after reading all the complaints I will get nowhere like the other 50 of you that have been here.
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous

Double the price!!

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I ordered a pet feeder cabinet from Grandin Road. The pet feeder is great but after it was delivered, I noticed the same product elsewhere for literally 1/2 the price - and that wasn't a special price. I reached out to Grandin Road customer service and sent them the link to the other site with a snapshot of the listing/ price asking them to at least honor some refund if they wouldn't price match. I went back and forth with them and they kept saying they needed to see the catalogue of the competitor. Who has catalogues these days anyway.....Hayneedle (the better priced site) is purely online and I couldn't get a catalogue but I kept telling them that's irrelevant - either way, they can see the price. They were so unhelpful and double the price is INEXCUSABLE!
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Loss:
$150
Reason of review:
Poor customer service

Preferred solution: Price reduction

Anonymous

Unprofessional to the core

On 4/20/17 four days after we placed an Order with Grandin Road and after they indicated that the item was not shipped yet and still oin their warehouse, I decided to cancel the order and not to wait any longer. A woman name Carrey took my info over the phone and told me the company was going to do a merchant release to my credit union from the hold they had on $448.25 of my funds.

The next day I called again and the same lady told me to expect the money returned by the end of the day. On 4/21/17 we received and email stating that the item was being shipped along with a tracking number . We checked with our Credit Union and found out that they withdrew the money after we agreed that the order was canceled and they were going to return our money. Also I clicked on the tracking number that will take me to a freight company web site but there was no indication that anything was being shipped to my address.

On 4/24/17 we called to ask for the status of the refund and a lady name Barbara told us that the item was alredy delivered and will have to be return which was a complete lie, we told her that the order was canceled and they were returning our money. We got transfered to a supervisor named Chris Prior and he stated that we have to wait 5 more days to get our money back.

This company arbitrarily withdrew the money from our bank account 4 days after we agreed that the order was canceled and the money was being released of the hold set up by the merchant. We demand our money back from Grandinroad.

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Reason of review:
Order processing issue
Anonymous
map-marker Saint Albans, Vermont

Grandin Road - Shipping Service Review from Saint Albans, Vermont

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Grandin Road - Shipping Service Review from Saint Albans, Vermont
Grandin Road - Shipping Service Review from Saint Albans, Vermont - Image 2

Being a brand new home owner, and Christmas being my favorite time of year I wanted to buy myself, my mom, and my 4 year old son (his would be first) new Christmas stockings. the online ordering system did not save the things I wanted; it took me several attempts to get the order right 1.

Green stocking for "Jackson" 1. Red stocking for "MOM" and 1. Stocking for "NANA" I entered in a free heavy item shipping promotion code and it kept telling me I was being charged for it. I Contacted the customer service department and explained my concern about the freight charges and she reviewed my ordered and confirmed all of the details to in her words make sure it was "perfect".

My order arrived and I am staring at, with tears in my eyes, two stockings that say "MOM" and one that says Nana. I explained to the refund and exchange associate over the phone I did not order that. After getting no where with her and certainly zero sympathy I asked to speak to her manager. The manager said they process it as it comes through.

She said that she saw an order in there for Jackson but it was cancelled. She admittedly told me there was an order in there for Jackson. I tried the reasonable approach after getting no where. "Wouldn't you question an order that has duplicate items if you can see that someone was trying to order for a different name?" these folks clearly take no pride in their work and trying to get customers back.

After my conversation with them, it will be very difficult to convince me to ever buy anything from them again. I cannot even begin to express the disappointment.

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Reason of review:
Problem with delivery
Anonymous

Grandin road; frontgate company ripped off

I ordered two chairs from Grandin Road. When they arrived, they were not the correct color and were not comfortable and I sent them back immediately.

I was then charged a fee of 200 a piece plus shipping. I was so outraged and made multiple attempts to have my mailing address removed from all their catalogs. It is a year later and I am still receiving them every few months. The company is an extortionist at best and the quality of the products, poor.

The customer relations are also poorly performing and managed. I will never buy from any catalog which is owned and operated by Grandin Road or other Cornerstone member companies which include: Frontgate Ballard Designs chasing fireflies Garnet Hill and TravelSmith

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Reason of review:
Not as described/ advertised
2 comments
Guest

That so called company, Grandin Road is a total abomination! The quality of products is far from being mediocre.

There is that saying that "a picture tells a thousand words." Well, in the matters pertinent to Grandin Road that which is analogous to Grinding people, in order to get money from them...aptly described would be a extortionist company. I just received a few items from Grandin Road; I was shocked to see the GARBARGE that those creatures are so emboldened to sell for money...very costly! I called and told the supervisor that I did NOT want those things...worthy for the trash bins/landfills in my house. I also told her to CANCEL any other item that I had so foolishly ordered.

Then she told me of a fee for every item to be returned. I called the card company and initiate an aggressive dispute. I will go further.

There ought to be laws to stop those scammers who dare take the cheapest, flimsiest of things, put BIG PRICES on them, in order to make the client feel that they are over the higher echelon. I intend to write the Congress about passing legislature that will CRIPPLE those malcontents.

Guest
reply icon Replying to comment of Guest-1293649

Just received my first Grandin Road catalogue after a few Frontgate purchases and put together(based on the same address) that these are the same companies!!! Why do their prices vary on the same merchandise??

Is the lower priced catalogue selling second quality and irregulars?? Don't want to purchase ANYTHING until I do further research.

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Anonymous
map-marker Moreno Valley, California

Order cancelled without any notice

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I placed an order for an area rug in August of 2016. In September I received an email saying the delivery was being pushed out until the end of September.

At the end of September I got another email saying delivery would be in October 2016. Then, when the last promised delivery date came and went, I went on line to check my order, only to find it had been cancelled. When I emailed customer service, they said sorry, they did not get the anticipated quantity and could not fulfill my order, so they cancelled it.

So after I waited two months to receive my area rug, they cancelled, with no email notification.

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Reason of review:
Poor customer service