Bought a mantel shelf for my fireplace, I received the package a week later and when I opened the huge and heavy box I came across to a cracked and scratched corner of the mantel shelf, no screws and no touch up paint as mentioned in the instructions. Called customer service and the only 2 options they gave me was to take back the mantel to a home Depot store for a refund ( not full amount paid) or she could do it online for me and it would take 5 or 6 weeks to get the money back. I asked if I had another option as this 2 didn't work for me. After 42 minutes on the phone all they offered was 15 dollars back from the a mount paid and a phone number to contact vendor to ask for touch up paint. When you buy something new and pay for it you expect to get what you asked for, not A scratched item. The least they could have done was to offer to exchange it for a good one. People you should care more about your customers.
Thank you so much for your important feedback. We are always very grateful to hear from our customers.
I want to start by apologizing unreservedly to you for what has happened; it is never our intention to upset any customer.
We are also upset at the customer's dissatisfaction and want to ensure they are perfectly satisfied with their experience. We need to identify where the disconnect was so we may prevent it from happening again.
We are always more than willing and glad to offer help, please feel free to contact us to sales@dresslink.com
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