"Ordered two of these beautiful accent chairs in the striped fabric.
Took six weeks for the chairs to arrive. The delivery team placed the chairs in our living room.
Both chairs were unstable/wobbled and it seems likely the legs of the chairs were damaged during shipping or were either
built defective at the Birch Lane factory.
Also, it was visually obvious that one of the chairs had a defective seat cushion due to being overfilled.
We immediately refused delivery and the delivery team removed the chairs.
Ordered identical replacement chairs.
Were given a future delivery date with approximately a two month wait.
Paying $3000.00 for two accent chairs that were defective was very disappointing, not to mention the long delays.
Hoping that the replacement chairs will be satisfactory."
"Thanks everyone for your reviews saved me from buying from this website."
"I purchased online and I still have not gotten my product. The date they gave me changed 2 times and it is still not here! Very disappointed. "
"Received my order 2 weeks after expected delivery date. $600 coffee table with a totally gouged up top. 4 promised delivery dates of replacement top and now they aren't sure when it will get here, but yet they are still selling this table on their website."
"I ordered two blankets that looked really nice on the website. When I received them I was very disappointed. They were thin and cheap looking and feeling. I returned them and was very disappointed to find out that they charged me twice for return shipping, totaling $30 (even though I shipped them in the same box). I will never but from this company again."
"3-11-21 Ordered gazebo - order # ***-***-****
Given a estimated delivery date of 4-8 to 4-15
3-15-21 Shipped
3-30-21 Given a delivery date of 4-2-21
I changed delivery to 4-6-21
4-6-21 Delivered
Called and reported missing parts. 8 each of arc supports 1, arc supports 2, beams, & posts.
Missing parts ordered
Given a ship date of 5-5-21 with delivery on 5-7-21
Given a 10% off coupon that expires on 6-5-21
5-5-21 Did not receive tracking information
Emailed to request update
Given NEW ship date of 5-19-21
Sent email to complain about the poor customer service
Received email basically pointing out that I was given a coupon and need to wait
5-7-21 Sent email to inform that the coupon and lack of real action is insulting
Received email that reads as “Yup” and they said they have marked the request as critical.
5-19-21 Did not receive tracking information nor any other communication
Sent an email requesting update
Given a delivery date of 5-26-21
No apology for delay
5-20-21 Did not receive tracking information nor any other communication
Sent an email questioning the shipping date
Received email that changed delivery date of 5-26-21 to a ship date
5-21-21 Contacted Birch Lane Social Media Team to share my dissatisfaction of the
company’s customer service, lack of communication, & slow delivery
Received message that they will keep a close eye on this and given a 10% refund.
5-24-21 Parts shipped
Tracking number received
5-27-21 Parts delivered
Still missing 8 each of the posts and beams
Called to report and complain of the poor quality of merchandise handling
Promised that a follow up with the warehouse will happen on 5-31-21
Rep said I will be called on 5-31-21 and given a full update and replacement parts will be ordered, just in case.
Received email that replacement parts have been ordered
Given a ship date of 6-25-21 with delivery on 6-29-21 for replacement parts
5-31-21 No phone call
6-1-21 By 10:00 am still no phone call
Contacted Social Media Team on Facebook
SMT said the warehouse was probably closed on the holiday. They asked that I allow one more day for tracking a number to be provided.
6-2-21 No call by 10:00 am
I sent a message to SMT requesting parts no later than Saturday or I want a full refund.
SMT gives me a direct extension, for Courtnie, that they previously said did not exist.
I called Courtnie and she couldn’t be reached.
Talked to the new agent. Requested no later than Saturday for delivery or money back. $1729.94
Lance the supervisor took over. I Gave him the same option. He decided to refund.
6-5-21 Insulting 10% off coupon expired
"
"On Feb 24 2021... I placed an order for a loveseat and chair, costed a pretty penny but I really like what it looked like online. I checked in with BL some time in March and the gentleman who answered the phone, told me that even though my items where not showing when I searched with my order number--they were there and should be delivered by Mar 27 2021. Ok, so I'm was reviewing my checking acct around the second week in March and noticed that BL had credited the amount of the items back to my acct and then debited them back to BL. Strange? Right? Well, it made me uncomfortable, so I called and a woman answered the phone and I explained to her about the credit and debit and asked her why would this happen. She could not explain to me why that happened, so I told her that I was very uncomfortable about it and maybe I should just cancel. She explain that the computers were down and she could not go through a process of cancellation. So I don't know what to do. I really wanted the items I had ordered, but I'm very confused w/ BL's service and skeptical."
"I called in an order over the phone and was given the total of the order. When I got my order confirmation, it was higher. So I called them and was told there was nothing they could do. Unreal !! Then after complaining, I was told that they could try to cancel the order. Try ?? I called within the hour of placing the order. So now I wait and see what they are going to do. In the meantime, I called VISA and filed a dispute. I also called back the store and asked to speak to a supervisor, and guess what? There is not one available. Guess I'll have to wait and see what happens.
"
"HORRIBLE!!!! They take your money and do not deliver!!!!! I ordered a small ottoman almost 2 months ago. They collected their money immediately. It supposedly shipped July 15th. Originally it said they would schedule the delivery on or before July 28th. Then it was moved to August 5then the 8th. Then the 12th and now the 28th!!!! What shipping takes 1 1:2 months for a 26” ottoman???? I don’t believe it was ever shipped. I can’t cancel or they will charge me a fee. What a racket this is. Take your money and deliver nothing!!!!! BUYER BEWARE!!!!!"
"I ordered an ottoman on June 24th. On July 15th I received a message saying it had shipped. The end of July I received an email stating that I would receive an email to set up delivery after the 5th of august, subsequently it changed to the 12th and not it is the 20Th. How does it take over a month to ship a small ottoman??? They certainly charged me right away. If the delivery date keeps moving back I will have to file a claim with my credit card for a refund. Very dissatisfied they have my money and I do not have the merchandise. I wrote to ask what was happening and received no response. "
"I ordered a patio set on 5/30/20, was advised to expect a delay due to COVID, which is understandable. Received the shipment on 6/22/20 and HALF of the set was missing. Called customer service and waited 2 hours on hold - finally spoke with a representative that was very helpful (and that is the ONLY reason I am giving a 2, because she was amazing), was told replacement parts would be sent in 2 weeks. Received a shipment on 7/11/20 and about 75% of my order was STILL missing. Called again and waited on hold for 2 hours to be told by a very unapologetic, rude rep that the rest of the replacement parts were being delivered separately (which was never communicated to me) and would arrive 7/16/20. Just received an email that it won't be here until the 22nd. If it doesn't get delayed again, that will be almost 2 months that I have not been able to use my $1600 patio set. Will never buy from this company again."
"Just unboxed the Matilda chest. Top drawer is not on the track properly and will not close (can't pull it out to fix). Front of bottom drawer broken off. Absolutely ridiculous to waste people's time with this inferior product."
"Very unhappy that our new accent cabinet delivery continues to be delayed
Insult to injury....it’s not here and it’s on sale. BL will not match their own price on the product that hasn’t even been delivered. They even sent me an email stating the piece I bought was further discounted
To boot, they will not allow a cancel or return with out fees.
Buying is easy from them and they do a great job!
Products are usually what you pay for. No issue
Problems take hours of on hold time ....But this is unacceptable.
Very disappointed with their stance.
"
"Order a 4 pcs patio set. Within 2 days they lowered the price by $157. Tried to call them and have waited on hold for over 2 hours but get cut off. Emailed them only to get a response that it is my tough luck. They would not honor the price change."
"
My wife ordered a new dining table for our kitchen. First delivery came, just a table top, no base. OK, we give them a call, set a new delivery date. Second delivery comes, and yet again, just the top! We're getting really frustrated by now. We set a THIRD delivery date. Just now, it comes with just the base. OK that's fine, we have a top and base so we proceed to unpack it to put it together. Well it comes with no hardware and no instructions! We are beyond frustrated now. Back on the phone for probably another hour plus! Stay away from buying furniture from here! "