"BUYER BE AWARE. THEY SENT AN EMAIL WITH A SUBJECT SAYING 25 PERCENT OFF, THEN WHEN YOU GO BUY ON A FINE PRINT IT SAYS UP TO.
THEY ARE LIERS. ALL I GOT WAS A 15 PERCENT OFF. THEN THE NEXT DAY THE SAME ITEM IS 25 PERCENT OFF BUT NO FREE SHIPPING. DONT BE FOOLED.
THEY HAVE A GREAT MARKETING STRAGEDY. DISCOUNTS ALL ARE A LIE. I HAVE PURCHASED AT THE END OF SOME MONTHS FOR FREE SHIPPING BUT THEN THE NEXT MONTH THEY OFFER SOMETHING DIFFERENT BUT YOU END UP PAYING THE SAME.
SCAMMERS. I WILL NEVER BUY ANYTHING FROM THEM AGAIN"
"I was hoping to find a sofa quickly for my daughter, who moved into her first apartment couchless. Before ordering the Ava, I called Grandin Road to ask about availability and was told that the blue sofa was in stock and would be the quickest to ship. Once I placed the order, I was given a delivery window of December 6-13. Each time I checked the order status the estimated delivery date was postponed. I called customer service to ask about the order status and, each time, was told the sofa would ship out that day. However, the order status continued to show as "in process" with a new delayed delivery date. I then found a sofa locally that was in stock and available to deliver the same day, so I used the Grandin road chat feature to cancel the order. The chat agent said they would email the warehouse about the cancellation. The next day, the order status still showed as "in process" with a new delayed delivery date. I then called Grandin road to cancel the order again with the same results. After canceling by phone the second time, I received a text message saying my order had shipped. I emailed Grandin road to let them know I had canceled the order, and the next day they charged my credit card for the sofa I had canceled four times. When I asked for a refund, I was told they would request one, but it could take a few weeks. Thankfully my credit card company was willing to reverse the charge, as I don't have confidence that grandin road would have handled the refund any better than they handled the order or cancelation. I am also relieved not to own a product from them. I recommend something other than Grandin road."
"Went to order 4 stools advertised 20% off then received an email for free shipping. Come to find out you can't use both promos and the free shipping is way overpriced. I started looking at other reviews and saw similar complaints which explains their overall poor customer review rating. The government should fine them for false and misleading advertisements."
"Ordered in May 2021. Item was backordered until August. It's now September 6, 2021 and no item and zero communication about a delay. I have to search for my order confirmation from May. It's been so long, I couldn't remember how long ago I ordered. I call Grandinroad customer service to find out what's going on, because my item has been in the last 3 catalogs still on sale...
Lo and behold the item is now showing as back ordered until MID-NOVEMBER. Where's my notification? I've wasted months I could have bought something else (I still might).
Terrible customer service! Wait - I mean NO customer service. Should be zero star for zero service. How can you advertise it knowing it won't be shipped for at least half a year?!"
"This company is a mess. First I purchased a few items and gave card for 1150.oo and card was changed the I see an individual charge for one of the item. I was told they charge your card once to make sure it goes through. Then charge you again once the item ships. Would have been nice to know up front. Then the fists cam with out a hitch. The 2nd item shipped I was charged And the date for delivery changed 3 times and it was in th e warehouse just sitting. I finely got help and I came a week later 2months for an item I was told was in stock. It came on the day the last item was due but the item that was originally slated for the same day did not come call and the rep say it’s 10 days behind I have now come to the. CONCLUSION that I will get the items when ever the hell they come. Love frustration this this the store for you1"
"I had a terrible experience, after placing an order found out delivery dates were not going to work for me; customer service ended up cancelling my order to wait a few days and redo it and get new delivery dates; after calling two days after, they had increased the prices on all items I had ordered before!! and I called twice to get this fixed as they should have honored the price had on my original order, and they deny increasing the prices! Although I needed those items, I ended up not buying from them as I feel that was a scam!!"
"I ordered outdoor Sunbrella Pillows in May. I was told they would ship in June...then July...then August ...and now October 30! Summer is over. I've canceled the order and hope they can do that right. Who knows, I've escalated my correspondence to a supervisor, emailed over 6 times, called a direct line to a supervisor over 10 times all to no answer or real response.
Never again will I buy anything from them!"
"I ordered two barrel chairs. They arrived quickly. We liked them after unboxing. So far, so good. However, one was damaged. Trying to get it returned and replaced is where this horror story begins. I took pictures and emailed customer service. They eventually replied I had two choices: take a $79 credit and keep the chair or swap it out for a new one. Since the damage was in the front and quite visible, I opted for the latter. We really liked the undamaged chair and the 2nd chair was identical but in a different color. I was clear in my instructions I would like to exchange the chair both in emails and a printed out note inside the box. Well, not so fast. All of a sudden a PayPal credit appeared. Nothing from Grandinroad, mind you. Just a credit notice from PayPal. Not only that, the credit was short by about $49. I have no idea how they calculated the credit. So I email again (at this point, I need documentation of whats going on, not a chat with a CSR) and indicate: 1) you didn't credit me properly for the chair 2) you didn't include taxes in the credit and 3) I shouldn't have to incur shipping for a damaged product. So what happens? Now I get a credit of $11.40. Huh? Again, PayPal informs me, nothing from Grandinroad. So now I have to email again. Not only that, I noticed they charged me 7% in taxes. OHio is 5.75%. Florida, where I live is 6%. So how do we get 7%? Why is their taxes at all? They have no Point Of Sale or Nexus in Florida. I have a feeling this is going to go on for a while. As someone else on here said "consider any purchase from this company final".
The contrast between this experience and say, Amazon is like night and day. It's like Customer Service has been transported back 50 years in an era when customer experience is everything. Don't be fooled; These folks keep an upscale brand appearance but their back office operations are horrendous. BTW, Grandinroad is owned by Cornerstone Brands Inc. They own Ballard Designs, Chasing Fireflies, Frontgate, Garnet Hill, Grandin Road, Improvements, and TravelSmith. So if you want to patronize those other brands, good luck. I know I won't . "
"I placed two separate orders and each on the day they were supposed to ship I received emails saying they would be delayed again. After over a month I contacted customer service who said they could not do anything and “weren’t responsible for their vendors.” I cancelled both orders and will never order from them again. "
"I paid to return 4 items from 3 orders and heard NOTHING back from them until I called them 3 times and told them the date that the tracking number said my return was delivered. Almost a week after that they sent me an email saying items were received. I received credit for two of the orders and not for the 3rd item. I was told if I used their shipping labels (one for each order) it would have been processed more efficiently. I told them I didn't like paying to return 1 box, more or less 3. I have contacted them again today to see where is my additional $119.57 refund. I have never taken the time to write a 1 star review about a vendor. I have NEVER had an issue like this with a vendor. I thought I was dealing with someone who was reputable. I will never use a new vendor without reading reviews again! Please consider anything you purchase from them a final sale item.
"
"I placed an order in Dec 1 for Christmas decor for a company Christmas party I was hosting at my house. I paid for 2 day shipping and still to date, no order. I’ve called everyday since dec 4 to be told I don’t know why it hasn’t shipped and assured it would be overnighted free of charge. Still, NO ORDER! It’s almost Christmas and nothing. So Grandin Road as ruined my holiday to some degree! If I had known the outcome , I could’ve easily shopped elsewhere for my outdoor Christmas decor. I will not be shopping with this company again, and will let all my friends and family know too. Word of mouth is very powerful"
"Placed an order on 12/1. Was expected delivery of 12/9-12/13. Checked tracking number on 12/6 and item still hadn't shipped and delivery was changed to 12/13-12/17! Spoke with customer service representative and resolution was not to charge my for shipping if I wanted to return the items. If items were in back order I should have been notified so I could cancel my order and purchase items elsewhere. Will never order from this company again."
"Be very careful ordering. If you are dissatisfied they charge you to ship item back."
"They misrepresented the description of a rug. After 7 phone calls I had to fight to not pay for return shipping. Awful experience. Won't soon buy anything from them again.4w1"
"I ordered a piece of wall art for just under $200.00 It arrived with a concave area in the canvas that was very visible with lamps at each side of it. So I called customer service, got a return authorization # and sent the art piece back FOR EXCHANGE for the same item. They waited about 10 days and credited by money back. So put in another order for another picture. Second one arrived with a badly broken frame. Sent it back FOR EXCHANGE for same. They sent me a gift card !!! after two weeks!! So it's been a month now...no art. I called and put the gift card toward the 3rd order of the same Art piece.
I'm ordering again...hoping for the best. But definitely won't be a 4th time is this piece is damaged.
Customer service did nothing!! Unable to handle this."