I ordered three chairs, and unfortunately one arrived with a crushed seat. While damage can happen during shipping, what really disappointed me was the customer service experience.
I contacted the company expecting a straightforward replacement or return. Instead, I was routed to an AI customer service agent that was completely inflexible and ultimately directed me to deal with the manufacturer. That was surprising and frustrating. When a product arrives damaged, I expect the retailer to help make it right—not pass the responsibility elsewhere.
To keep my project on schedule, I ended up ordering a fourth chair at my own expense rather than waiting for the issue to be resolved. That shouldn't have been necessary.
The chairs themselves are nice, but the lack of responsive customer service left a much bigger impression than the product. A company is judged not only by what it sells, but by how it handles problems when they arise. Unfortunately, this experience fell well short of what I expected.
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