Not resolved
Customer service
Exchange, Refund and Cancellation Policy
Product or Service Quality

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.

Product or Service Mentioned: Grandin Road Table.

Reason of review: Poor customer service.

Monetary Loss: $150.

Preferred solution: Let the company propose a solution.

I didn't like: Customer service.

Company wrote 0 public responses to the review from Aug 23, 2017.
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