Anonymous

Aria Chests

I ordered 2 of the Aria Chests from GrandinRoad and received them in about three-week time frame. We opened the boxes to find one of the chests were damaged. I kept one and returned the damaged one. I have not received a credit for the one that was returned and it has been weeks. I am still trying to get another one but was told that I would not receive one until August, this is March. I also found out that they have more orders than they ACTUAL CHESTS. I doubt if I will ever get the other chest. I am now having my credit card company looking into this matter. NEVER ORDER FROM GRANDINROAD.
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Loss:
$499
Reason of review:
Problems with payment

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Alpharetta, Georgia

Poor Website, Worse Telephone Service

Trying to actually PURCHASE from Grandiroad's website, by that I mean GIVE THEM MY MONEY. Website won't process the order because my e-mail address is ALREADY IN THEIR SYSTEM. What? What? All the information I spent 20 minutes entering was wiped out! I called customer service, and some *** who sounded like he was bothered he had to put down his joint (for you who don't know that word, it's a marijuana cigarette) responded to my complaint with "that's not customer service, that's a website issue, I can't help you." So I suppose that I can't order now because Grandinroad already has my e-mail and doesn't want me to enter it again where their order entry requires it? What a poor, poor, poor website. Customer service personnel are even worse. For a company that sells very expensive, high end appearing merchandise, their service is on the Walmart end of things.
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Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

Quality

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The Cust Service woman was wonderful &, on her own, compared the current special price for me w/& w/o shipping charges. Price turned out to be the same w/in a dollar or two.----The problem I have is---the picture shown in the catalog gives an entirely different impression of the "leafy" placemats I ordered, based on the catalog picture. In the picture they look like layered leaves, when in actuality they are ONE LONG, FLAT LEAF--entirely different from what the picture depicts. The "quality" is decent (tho made in China) but it seems they are trying to sell something quite different than what they actually are, and/or look like. I will keep them for what they are-----but must admit, I was quite disappointed & would be wary of ordering from this company again.
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Cons:
  • Product quality
  • Product as delivered
Reason of review:
Not as described/ advertised

Preferred solution: Let the company propose a solution

Anonymous
map-marker Kailua, Hawaii

Was forced to pay shipping charges for the company's shortcoming

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I ordered several outdoor furniture covers to cover our outdoor furniture from the Grandin Road Catalog. I meticulously measured each piece to make sure that they would fit (especially since they do not offer free shipping to Hawaii even though it is part of the US) and the measurements matched exactly what were stated on the website. I wanted to make sure that the product would work if I was paying so much in shipping. Come to find out the furniture covers did not fit the furniture I bought them for, even though they matched the measurements given on the website. I was forced to return the items and at first was refunded $50 less than what I paid. After calling, they did end up refunding a portion of that but I still lost the shipping charges because of the inadequate information on the website. When I explained the situation to a manager, they would not budge on refunding the original shipping charges, even though my measurements match the specs given on the site. Needless to say, I will never be ordering from them again and will make sure no one I know will have to deal with this poor customer service. In the end, it would have been much more cost effective for them to return the small shipping charges than to lose the future business of myself and everyone else I know. Had I taken a moment to look up reviews on this company, I would have saved myself the time and hassle of working with them. Lesson learned.
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Loss:
$30
Pros:
  • Product
Cons:
  • Return policy
  • Pricing policies
  • Product quality
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Coral Gables, Florida

Poor customer satisfaction. Very disappointed!

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3 days after ordering over $250 in Christmas decorations & before I even received my order, I saw on their website that they came out with a 25% discount & lower prices on the same items. I called them and when I asked them to adjust my bill, they refused. I asked them for some kind of solution& They told me to refuse the delivery & reorder with the new prices. I really wanted my Christmas items before the holiday, so I was in a no win situation. Not a good way to treat a new customer. I will never buy anything from them again.
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Loss:
$50
Pros:
  • Product quality
Cons:
  • Pricing policies
Reason of review:
Poor customer service

Preferred solution: Price reduction

Morrison Zzw

Halloween item ordered. expected replacement

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I had ordered a "scarewolf rug" - a werewolf rug for Halloween. When I received it I noticed that the screw in the cover where the batteries are located was stripped and could not be removed. I called Grandin Road and they stated that I could exchange the item. I completed the form, shipped the item back and waited. And waited. No scarewolf rug. I called to see what the status of my exchange is since it is getting really close to Halloween. I was informed that they issued a credit and there will be no exchange. Really? I didn't receive an email or a courtesy phone call stating this. I was informed that they do not send an email or a phone call regarding refunds. The item is now out of stock and they only thing I received from Grandin Road is a flimsy "I'm sorry". Great customer service!!! Needless to say, I will not be ordering from them in the future.
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Cons:
  • Their customer service
Reason of review:
Poor customer service
Anonymous
map-marker San Antonio, Texas

Holly Jolly swag, poor quality

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I ordered 2 of the holly,jolly cordless swag, expecting the good quality I have previously had with Grandinroad, but when I opened them today to hang them for Christmas, 2 glass ornaments were broken, several fell off of their stems, and careless application of the hot glue was strung over numerous ornaments. Not nearly the quality I expected for $99.00 each. It is too late to return them, so I glued them together as best I could and scraped as much hot glue off of them as I could. Very disappointing!!! Positive report: at least the lights worked as advertised.
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Cons:
  • Product quality
Reason of review:
Damaged or defective

Preferred solution: Let the company propose a solution

Anonymous
map-marker Seattle, Washington

I ordered a foot stool of inferior quality but a high price.

I ordered a footstool made in India. The picture was lovely. It looked like it would go well with oriental rugs. Nowhere was it mentioned that it would be made of fabric of such inferior quality. It is an embarrassment to have in the house. There is maximum woof (thick threads) and very little weft (wool or burlap or something worse) and was perhaps woven by a beginner on an old, imperfect machine. Coarse, rough, prickly texture. Too much of an effort to return. To make matters worse, I was sent an address for "reviews" that does not seem to exist.
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Reason of review:
Not as described/ advertised
Anonymous
map-marker San Antonio, Texas

Item did not reflect true colors as website pictures.

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Item I received did not reflect the true colors of the item in the pictures on website. Called to do return, and they were not helpful with my problem or concerns. A had to pay shipping cost of $8.00 to get product and then wanted another $9.00 return shipping with an item I was not satisfied with purchasing. Still no help or satisfaction. No wonder business stay in business, when they charge you to do business without being out any product. This was the first time I ordered from this company but I will never do business with this company again. Not good business Satisfaction. Would not recommend ordering from this company.
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Loss:
$47
Cons:
  • Return policy
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

Anonymous

Grandinroad Advertising Items that are NOT in Stock and Take # Months to Ship

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I ordered two leather chairs from Grandinroad in mid-August and received an email that they would not ship until November (over 3 months). Almost one month later, I received a new email from the company advising that I had an abandoned cart and that the items I had ordered were in stock if I ordered in the next 2 or 3 days. I called customer service (West Chester, Ohio) and spoke with the supervisor in charge who told me that the chairs were not in stock and would not ship until November; further, the supervisor advised that some leather colors (if ordered) would not ship until December!! All the while, I keep getting catalogs from the company with the chairs offered for sale in all colors. There is no mention that the items are out of stock for several months. This is a horrible business practice (deceptive advertising)! Grandinroad has lost me as a customer.
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Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous

Expired coupon codes

I am going through a situation with this company right now. They sent me an email with a $25 off coupon that had expired two days before I received it and now refuse to honor it. I have shopped with them for years but I am done!!! We were at the outlet store in West Chester last week and were absolutely appalled at the prices they were asking for broken junk. My husband commented that everything in the stores should have been in the trash and they were only taking 30% off the full price for items that were broken beyond repair. They used to have good quality and decent customer service but not anymore.
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Anonymous
map-marker Houston, Texas

Sent wrong item, then gave my daughter the hassle of fixing their mistake

I purchased 2 BLUE planters($200.) for my Active Duty Army daughter's porch, to match the chair I had just purchased from Grandin Road; I assumed the correct color had arrived, but found out when I visited a month later that they had sent a pink planter. My daughter thought it was odd, but put a plant in it and put it in a less visible area of her yard; when she mentioned the pink planter I didn't know what she was talking about- I had paid for two blue ones- when I called Grandin road, and asked them to rectify the mistake, they kept me on the phone for 40 minutes, then said I could purchase a blue one at 20% off-which I refused to do-then they said my daughter would have to take the plants and soil out of the pink planter, clean it up and ship it back to them- in other words- THEIR mistake- HER HASSLE- I asked why they wanted a used planter with remnants of soil in it (to re-sell?), but they refused to answer. I hated the thought of sending someone a gift, then putting the onus on them to remove their plant, clean out their potting soil, re-package a very large item, and send it back. Any other business that I shop with would have just sent the correct item, apologized for their mistake and earned my loyalty. I shop a great deal, and have never had to send back an item that was erroneously sent to me. I have purchased many items from Grandin Road in the past, but they have lost a good customer. They also seemed to be disrespectful to our men and women in uniform, and that is unforgivable.
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Anonymous
map-marker Santa Fe, New Mexico

Bar Stool falling apart after 10 days of use

We purchased 2 bar stools from Grandin Road. Turns out they were on close out, so when one started coming apart there was no replacement available. Our option was to pay 90% of full purchase price for new stools of a different style. Of course we wouuld have had to purchase 2, since we wanted a matching set. We have made many purchases from them and will NEVER purchase again. The bar stools are cheaply made and when they break it's up to the customer to do all of the work to send back for repair, etc. We will go buy some glue and make our own repairs, but beware of buying bar stools from Grandin Road-no matter how good the price is.
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Loss:
$150
Anonymous
map-marker Newark, New Jersey

Dismal quality, astronomical prices

Six flameless candles orderer - none worked. My first complaint was that 2 of the 6 did not turn off as promised - and then the next evening I realized that none of the 6 turned on. A garland for my mantle was ordered - the quality of the workmanship was beyond pitiful. The directions said to "fluff" it - but did not account for the fact that only one end of the garland had the promised length of material. And yet - the prices for everything - at the very highest end. This place should be shut down - no one needs junk at high prices.
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Loss:
$150
1 comment
Guest

I probably bought the same garland for my mantle. )o: :sigh

Anonymous
map-marker Virginia Beach, Virginia

Bought the Rebecca chair and now the leather is splitting all over the chair

Do not buy the leather chairs they are junk unless you plan just to look at it and not sit in it. I bought the Rebecca swivel chair and after one year started splitting.

I even wiped it continually with a leather conditioner they offered me a 80.00 gift card and the chair was 400.00 on sale. Their furniture sucks probably made in some foreign company for pennies. Don't buy the *** !!!

If you want nice things buy local at least then they will fix any problems you have. I would never deal with this sham of a company again!

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Loss:
$400
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