"I ordered a nightstand on sale. Waited a couple of weeks to receive it. When the box came, I was surprised to find a nightstand very different than the one I ordered. I immediately called the company and expected them to send me the right one with an apology but instead they said they would return my money. Okay. What, I asked, should I do with the piece of furniture in my living room now? "Dispose of it." And then the nightstand that I ordered? "You'll have to re-order it at full price." Seriously? So not only can I get the nightstand I wanted on sale anymore, I'm stuck with extra work trying to get rid of a large piece of furniture. The most they offered for my inconvenience was a 10% discount. Bwahahaha. Tip for customer service: value and retain your customers. You made the mistake, rectify it by sending the right order by 2-day delivery and honor the price that was paid. This was my first and I guess my last experience with Birch Lane."
"The customer service and Birch lane was very good. But that's all I can say about the company. The Murphy bed I received is probly one of the worst pieces of furniture I ever purchased. In the description of the Murphy bed It does state that it's made of particle board. However it does not say that it's made of less than particle board for the outer finishes. They're more like a piece of cardboard. The finish on it is a plastic laminate. The system is put it together with screws that will not hold if for any reason this bed gets moved around it will fall apart. It is attached to the wall but when opening it or just bumping it when it is open the wair and tear on the particle
board will have a problem. The particle board is such a bad product that the screws will fall out and all you'll have is a pile of trash. They could have used a better system to put the bed together. The instructions were somewhat helpful not all pieces were marked with numbers good luck with that. When unpacking it it's not flat on the ground something will fall out of the Box and easily be damaged and it is unusable. The screw holes are pre taped but they dont all line up. On the faux doors, they dont hang on the metal bed box spring straight. When the bed is closed it is not what you want to see. I do like the new system for the Murphy no longer have Springs but instead has gas shocks that part is good. The bed is not worth it. Save your money buy a real piece of furniture. Because for 1599.99 you can buy an awesome piece of furniture, probly a whole bedroom set of much better quality. I have stayed in hotels with Murphy beds and those pieces of furniture were very well made so this system could have been much better. It was such a disappointment to receive such a poor quality product after waiting for a month for delivery. The order date was June 29th the delivery date was July 30 th ."
"I ordered a leather chesterfield sofa with Birch Lane and is tracking the shipping progress of my furniture. We have guests coming from overseas and the expected delivery of the furniture would be perfect for our guests arriving. Two weeks after I ordered the furniture I got an email stating that my order is cancelled, which I did not do. Upon talking to a Birch Lane representative, I was informed that the sofa I ordered is a discontinued item. Nowhere in their website did they state this very important fact. So this has been a very disappointing experience with them (my very first order with the company) and they have put me in a very difficult predicament now with guests coming soon. "
"Ordered a fan from them but needed to know the length of the downrod included in packaging since it wasn't on their on-line specs. Called and was told the size I needed was included. Scheduled electricians at $178/call to install only to find out the downrod was half the length needed. The their credit, the 1st customer service rep I talked to was wonderfully nice and helpful, refunded me some money, found & ordered the right part and w/in 2 days I had it. However, the manufacturer didn't send the part that was ordered; 2nd $178 electrician call. That was almost a month ago and my "case manager" is not only never available, but also barely responsive to repeated phone calls and emails. Hmmm, I wonder if it's b/c his case load is so heavy. Not only will I end up paying for a 3rd electrician service call, I have now been w/o a bed for a month and there seems to be no end in sight. Funny, I actually called the manufacturer of the fan and got the part # w/ 1 phone call. Sure wish I had know that Birch Lane was associated w/ Wayfair. I boycotted them several years ago b/c of their hidden costs on the tons of outdoor furniture I ordered from them. Shame on me. Buyer beware!"
"I was supper excited for this furniture! But I’m no dummy. Buying furniture online in a box is risky. 1 return ****. Not easy to carry a big box back to ups let’s hope the company pays for label two pics look good but is that a real thing. 3 you look at reviews before you do it. 75% of your reviews are ads???? That’s not weird and the only ones that aren’t are uh. On this post. No other original reviews. Backed out of sale at checkout. I’m going w your not local and have to build your trust game online but you don’t so bye!!"
"I received an email from a travel site. Birch Lane was advertising on the page. The ad was for a chair for $178. When I clicked on the link the price was $295. I called the customer service department. I received some crazy explanations for the difference in price. They actually blamed the travel site and said they didn’t place the ad there, but the site put it there to enhance their site. They refused to admit to any blame. It is pure “bait and switch”."
"I purchased a murphy armchair in November-december 2017, I love this chair except there is a factory defect in the non removable bottom cushion. I called birch lane and they told me no problem we will send you a new one and pick up the one I have, at no cost to me, a few days later I received an email that the birch lane warranty was no longer valid , it was 4 months to late, they cancelled my replacement chair. The chair was expensive, you would think they would honor a loyal customer, they did not. I had purchased extra warranty insurance, (Uniters), they will not honor the warranty either. Please do not do business with this company, they are not honorable, either company, there are affiliated with wayfair, never will i do business with any of these companies again, so disappointed
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"I have been wanting to order an upholstered headboard but have a question about its color but cannot find one page for Birchlane questions ? Anyone?"
"They have a price tabbed over to their website, once connected the item is 75$ higher. Their response is “not our problem”. "
"Ordered Wednesday and arrived Friday. Ordered by phone. Excellent customer service. Bed is of excellent quality, and I am very happy. Would recommend them to anyone."
"We ordered four kitchen bar stools. They arrived, but only three of them had the necessary hardware to put them together. We called customer service and made them aware of the problem. We were told that we would receive a $55 credit to our credit card and that they would ship the necessary hardware so we could assemble the fourth stool. That was on November 23rd 2018. Today is January 20th 2019. First the credit was never made until we called and complained a second time. Second, we have yet to receive the necessary hardware. We have received numerous notices telling us that the items will be shipped, they appreciate our patience, please stand by the items are on the way, etc. Our most recent notice indicated that the hardware would be shipped on the 23rd of January and would be received by the end of January. We will be not here the end of January thusly unable to put the stool together. Whoever is in charge of shipping for this company needs to be fired for sheer incompetence. We will never buy anything from this company again, and we will tell all of our friends not to buy anything from this company. Based on some of the other reviews that I have read it appears as though we are not the first or the only complaining customers and that the company does not care what customers think or feel about their shipping incompetence."
"The furniture is way overpriced for the quantity. We only had the table for a little over a week and the leg broke off. What the shame is we were going to furnish the whole room with items from this company. My advice is stay away."
"The cabinet I ordered came on time and was leaning up against the garage when I returned home from some errands. The unit was too heavy for one person, but I managed to get it into our study for assembly. The packing was adequate, but had too much styrofoam which left little styrofoam dust all over the room. It also had over fifty stapes in the carton which I assume was necessary since the box was so heavy. Because of the styrofoam floating in the air and sticking to everything, I vacuumed multiple times during assembly which took about 2 hours until I had to stop. The door screws were not delivered with the cabinet so I had to call and the lady in customer service said they would send them right out. It took over a week for 24 screws to be delivered by FEDEX. That seemed a little unnecessary since they could have just mailed them. In addition, the 10 pages of instructions were not delivered with the cabinet so I had to go online and print them out. The instructions were very good and easy to follow.
The doors were supposed to have predrilled holes for the Euro Hinges, but they were not so I had to drill starter holes for the 24 screws that finally arrived as I mentioned before.
I did have to adjust the Euro Hinges to get the doors to match up and to get them to close properly.
Overall, the cabinet is more black than cherry and the staining and wood quality are not too good. I now have the cabinet fully assembled and it serves our purpose as a place to store office supplies in the study. It is functional and I would probably buy it again if I needed a good functional storage cabinet. "
"- Delivery scheduled for Saturday 8-12
-First story was they knocked and no one was home
-Then when I asked to send them a picture of my couch in proximity to my front door, they determined the items were not on their delivery truck
-ETA for items that were still 5 states away was after New Year's when original order was 2nd week of November and original delivery 12/15
-But great news!!!! They offered me a FULL REFUND!!!!!! What a company
-My family will be eating off of the kitchen tile for the Holidays thanks to Birch Lane and Wayfair
- Michael
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"I ordered one window valance that I could return by US mail for two or three dollars. However, I was charged over eight dollars to return this item,more than half of the cost of the item. I will never order anything else from this company."