First off lets start with the good. I love these stools. They are comfortable, sturdy and look great.
Now, unfortunately, the bad. Two of the stools came with damage on the seat back. Im guessing its from the poor packaging.
I contacted customer service 2x for assistance. The first person said normally they would just issue a replacement item but since this was a marketplace purchase they cannot do that. I would have to either do a return or contact the company directly.
Unfortunately the company booklet that comes with the stools doesnt provide any customer service contact info and simply says to contact the distributor (). I love being the tennis ball in the middle of the not my responsibility game of retailer tennis. Really makes you feel valued.
So I opted for the return option. I started taking the two stools apart and, low and behold, the base was impossible to disassemble without causing further damage, and would be too large to put back in the original boxes it came in without being fully disassembled. So, a few deep breaths and a reminder that everything is awesome, and I reach back out to customer service.
The second customer service agent tells me the same thing and I informed her that returning was not an option without further damaging these stools. She then offers me a 20% discount in exchange for keeping the damaged stools.
While I appreciate the discount, the reality is that both stools were received with damage, based on the way that the items are packaged, and the discount should be a lot higher than 20%.
As I said, I love the look and feel of these stools and would be extremely happy with them had they arrived in the expected brand new condition. I can even understand the damage can happen, but Im not happy with the response nor the headache of being bounced around and nobody being willing to take responsibility.
If isnt responsible for marketplace suppliers than you should be responsible for making sure those third party sellers are easily reachable and meet your normally high standards for customer service. Third party or not, they are an extension of and as a prime member this was not a good experience.
First Disappointed Review
First off lets start with the good. I love these stools. They are comfortable, sturdy and look great. Now, unfortunately, the bad. Two of the stools came with damage on the seat back. Im guessing its from the poor packaging. I contacted customer service 2x for assistance. The first person said normally they would just issue a replacement item but since this was a marketplace purchase they cannot do that. I would have to either do a return or contact the company directly. Unfortunately the company booklet that comes with the stools doesnt provide any customer service contact info and simply says to contact the distributor (). I love being the tennis ball in the middle of the not my responsibility game of retailer tennis. Really makes you feel valued. So I opted for the return option. I started taking the two stools apart and, low and behold, the base was impossible to disassemble without causing further damage, and would be too large to put back in the original boxes it came in without being fully disassembled. So, a few deep breaths and a reminder that everything is awesome, and I reach back out to customer service. The second customer service agent tells me the same thing and I informed her that returning was not an option without further damaging these stools. She then offers me a 20% discount in exchange for keeping the damaged stools. While I appreciate the discount, the reality is that both stools were received with damage, based on the way that the items are packaged, and the discount should be a lot higher than 20%. As I said, I love the look and feel of these stools and would be extremely happy with them had they arrived in the expected brand new condition. I can even understand the damage can happen, but Im not happy with the response nor the headache of being bounced around and nobody being willing to take responsibility. If isnt responsible for marketplace suppliers than you should be responsible for making sure those third party sellers are easily reachable and meet your normally high standards for customer service. Third party or not, they are an extension of and as a prime member this was not a good experience.