Anonymous

Leather

Grandinroad's leather is not real leather, as they advertise! Very Cheap quality! Don't know what the material is, but it started tearing and peeling after 2 years. I bought two dining chairs(leather) and a club chair. Both which were hardly used! Don't buy anything leather from this company! The Chairs peeled and the material is some kind of thin material! not leather. They make it look like leather and the seats are very hard! It was a ripoff! I spent $800 dollars on this pieces of %&*$! Plus expensive shipping cost, because I live in Hawaii! WARNING!!!! Please Don't buy their leather products!
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Reason of review:
Bad quality

Preferred solution: Let People know not to buy their leather products!

Anonymous
map-marker Fort Worth, Texas

Grandin Road Sucks Big Time

I ordered an ottoman and it arrived just fine, but it was dollhouse-sized! Return process did not include obtaining a Return Auth# online, very difficult.

Then I was advised $15 shipping would be deducted fro my refund, not free return like Amazon(or simple like Amazon). But they refunded much less with no explaination. I was going to buy the $400 full-sized ottoman but screw them!!!

Now I have to enter 100 words??? I ordered an ottoman and it arrived just fine, but it was dollhouse-sized!

Return process did not include obtaining a Return Auth# online, very difficult. Then I was advised $15 shipping would be deducted fro my refund, not free return like Amazon(or simple like Amazon).

But they refunded much less with no explaination. I was going to buy the $400 full-sized ottoman but screw them!!!

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Reason of review:
Poor customer service
Belinda Ote
map-marker Arlington, Texas

Reviews said the same furniture I ordered was damaged in shipment

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Grandin Road - Reviews said the same furniture I ordered was damaged in shipment
Grandin Road - Reviews said the same furniture I ordered was damaged in shipment - Image 2

and mine came damaged as well. The order consisted of three rather sizable pieces of furniture, two Helio chest 3 drawer and 1 Helio chest 5 drawer.

The taller piece is in fairly good shape. The larger pieces are dinged on the corners. The major dissatisfaction comes from a drawer that is not seated correctly. I am sure that it happened in shipping.

I want to return it and I am put off by the fact that I will have to purchase shipping material. The original packing was unusable. I was hoping that this purchase would last 5-10 years in my business setting. I fear that this will not be the case.

Smell from paint was very pungent, has now somewhat dissipated. The "metal" sheathing is just a wrap that seems a little more durable than shelf liner. At first glance, furniture looks great.

I feel like I paid for something equivalent to Pier 1. This seems like Big Lots quality to me.

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Loss:
$350
Cons:
  • Product quality
Reason of review:
Damaged or defective

Preferred solution: Let the company propose a solution

Anonymous

Shifty Delivery Date Change

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I ordered Halloween yard decor in early august, the promised ship date was 8-30. Received an email @that time with heading of "thanks for your order"..had i not looked closely at the "new" email i would never have noticed that they cancelled and reordered the product (without my permission or without any notification)....the new ship date was marked 10-20.....really? for halloween yard decor that is way too late. I could understand if they were backlogged, but to not notify and reschedule ship date that close to halloween is absurd and sneaky. I cancelled and probably won't trust them to ship anything in timely manner, doubt that I'll use them again.
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Reason of review:
Problem with delivery
Breandan Xgp
map-marker Westchester County, New York

Matelasse Coverlet

I ordered this item in Harvest which is a gold color. The item I received was lemon yellow, similar to the yellow color in the catalog. They claimed the color I received was Harvest even though it was clearly not the correct color. This is false advertising and they never attempted to explain or rectify this. In the end I paid $24 in postage. I just received a throw pillow advertised as hand woven kilim but the item I got looks machine made and not of very good quality compared to the real Kilim I already own. I've removed my name from their mailing list and will never order another item from them again.
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Cons:
  • Products received were not as shown in catalog
Reason of review:
Not as described/ advertised
Anonymous

Does not honor their own policies

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We placed an order a few weeks ago on a few pieces of artwork. There is an option to order the two complimentary pieces individually for $800, or order at a discounted cost as a set of two for $698.

We purchased the set, and today the artwork went on sale 50% off, but only if purchased individually. So basically the artwork would have cost $400 today for both had we purchased today instead of two weeks ago. Being that we are still in the 30 day Price Guarantee timeline, I called for a credit in the price difference.

They stated a number of loopholes that would disqualify me from receiving a credit, and the representative kept adding conditions to their Guarantee which are not stated online. What is the point of ordering the set for a discount if they are just going to offer a much lower cost a few weeks later on the items individually?

Save yourself the headache and a few $100 and order from a different company if possible.

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Pros:
  • Product
Cons:
  • Pricing policies
  • Return policy
Reason of review:
Pricing issue
Anonymous
map-marker Clemmons, North Carolina

Grandin Road - Landscape Rug Review from Clemmons, North Carolina

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We ordered an 8x10 rug which was delivered promptly. Unfortunately, upon receipt and laying the rug down, we realized it just didn't work in our living room.

It was a beautiful rug and quality was great!! If we had a large wall to hang it on, we would have used it as wall art. We called Grandinroad customer service and they arranged for it to be picked up on our doorstep. Easy pleasey.

I have ordered other items from them and have always been very satisfied. Their Customer Service is great.

We would never hesitate to buy from Graninroad........The Best!

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Reason of review:
Good customer service
Anonymous
map-marker Batesville, Indiana

Hard to Return Items

I ordered a fountain and received a very badly damaged box, so needless to say the fountain was also damaged. I called in order to return and was told that they would send UPS to come pick up the fountain and I would not be given a credit until it was returned to them.

They stated that UPS would be at my house the following Monday or Tuesday. Well that came and went and when I called back I was informed that the ticket had not even been placed yet and if they had not come by Friday to call them back. I explained that we were going to get storms and that I was not going to bring this 70+ pound box back in my house I was told to go buy some large garbage bags to cover it up. Really??!!

Still no credit would be issued until they have it returned. This is the last time I will be ordering from Grandinroad.

If I would have know that it was going to be such a hassle to return an item I would not have placed the order to begin with.

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Reason of review:
Bad return policy and quickness of being able to return

Preferred solution: Full refund

Anonymous
map-marker Fort Worth, Texas

Scotty Dog Design?

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We ordered a Scotty Dog-Aged Charcoal (FG150715 AGC) and received it very promptly. And the packing was excellent! But the design of the Scotty needs improvement. This Scotty had a "top-knot" like a Shih Tzu and the muzzle is too short, more like a West Highland Terrier than a Scottish Terrier. Scotties do not have a "top-knot." Although the design needs improvement, we will keep it. Blah blah blah, blah blah blah. Have I got to 100 words yet? Why do you REQURE at least a 100 words? Unecessary and it wastes my time. Want still more? Blah blah blah blah. Double blah. Tripple blah. Quadruple blah. Blah blah blah.
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Pros:
  • Fast service
Cons:
  • Design of the scotty dog
Reason of review:
Fast order processing
Anonymous
map-marker New Castle, Pennsylvania

RIDICULOUS

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I ordered an item, received an e-mail that the item was shipped. I kept checking the tracking on UPS and there was never an update. Then I received an e-mail one week later from Grandin Road that they received the return of the item. I never received it in the first place! Then I was on with customer service for quite some time and they told me the item was no longer available. Then they stated credits that did not match what I had paid, and they were going to charge me for the return shipping. Again, for an item I never received. A very very shady company to deal with.
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Cons:
  • Bait and switch pricing
  • Dishonest service
Reason of review:
Order processing issue
Anonymous
map-marker Nashville, Tennessee

Prices are deceiving, they do not include "fees"

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I went to order a rocker that I had been wanting. I got a 30% off coupon which made the price very attractive, but when I went to check out, Grandin Road had a hidden fee of $20 for "oversize handling". Is this an airline, or an online furniture store? I cannot believe that they would not include this in the price of the chair and be up front to their customers. Needless to say, I won't be ordering from them. It is a very deceiving practice and had the price just been $219 instead of $199, I would have had no problem.
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Cons:
  • Bait and switch pricing
Reason of review:
Pricing issue
Anonymous
map-marker Hyde Park, New York

Covered Wagon shipping would have been faster!

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Rcd an email indicating my order had been shipped. 13 days later I still hadn't received it. Then the UPS tracking, which originally showed a delivery date of yesterday, was changed to a date 6 days longer. Their customer service phone rep couldn't have cared less. Not one word of apology. She essentially repeated what I was saying as if she was typing it word for word. Lesson learned...my first and last order from Grandin Road, and based on the other reviews, I'm not alone.
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Cons:
  • Long delivery time and poor customer service
Reason of review:
delivery AND lack of customer svc
Gertha Gjc
map-marker Wantagh, New York

*** product

My wife and I took delivery on a leather chair and ottoman that looked beautiful in the catalog. After setting it up in our den, we began to see all of the warts that didn't appear in the catalog, such as: a chair almost too narrow for an average size man; an odd seat back angle that made comfort impossible unless I deeply slumped in the chair, leather ties that were as stiff as cardboard; wood that looked and felt like the cheapest quality; stain that made the wood look dull and lifeless; overall poor quality.

All of this for $1000.

The worst part is that customer service gave my wife a VERY difficult time in arranging a return and charged us an additional $75 for pickup. We will NEVER shop with Grandin again and I suggest that you don't either.

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Cons:
  • Poor quality high price point
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

Anonymous
map-marker Lorton, Virginia

Very poor customer service

I ordered 2 pillows from the website, when they arrived I decided I wanted another color. I shipped them back with the exchange form in the box. It's been 2 weeks and haven't heard anything. I called and was told the pillows would be shipped the next day. Today I received a call from customer service wanting more $ for shipping. Really? Supposedly they had credited my account minus shipping charges and wanted me to pay additional shipping. Why would they credit me anyway if it was an even exchange? At first the agent told me the second color of pillows I ordered was a different price than the first. Rediculous. Today there happens to be free shipping on their site for all orders so I asked if I could just use that. The girl told me no, so I cancelled the order and reordered the pillows online with free shipping. Not the brightest tools in the shed in customer service, certainly don't give a *** about the customers.
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Loss:
$58
Reason of review:
Poor customer service

Preferred solution: Full refund

Macee Bgk
map-marker Pompano Beach, Florida

No Customer Service

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Bought an expensive wood desk. Arrived damaged - one leg cracked at top.

Desk is for a second home as a desk for work. Asked to have the leg replaced - rest of the desk fine (and like it a lot). We were told that a replacement leg would be shipped on an expedited basis on first contact with customer service. One week later, received an email that the leg would not be replaced, only a full exchange would be accepted.

We explained that since we do not live at the location of the desk and had managed to assemble it, that we did not want to do a full exchange, just a replacement of the one damaged part. We were told that this was not an option. Too bad so sad, essentially.

Will never buy anything from them ever again, or their related companies like Front Gate. They do not care about their customers.

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Cons:
  • Customer service
  • Product as delivered
Reason of review:
Poor customer service

Preferred solution: Provide a replacement right leg for the desk

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