Grandin RoadReviews 79

We were shopping for a rug for our deck and found one at a Grandin Road store. The item did not have information or a description attached, so we questioned the salesperson specifically if the rug would be suitable for our situation. We were assured that it would.
The first day it was out, we had rain, and a gel-like substance oozed through the fibers and sides of the rug. When we contacted their customer service we were told it was for COVERED outdoor use only, not suitable for direct outdoor weather.
The one-star review rating is charitable. This is our only and last purchase from this company.

I had the Salina sofa and two Salina swivel chairs in my cart and was ready to check out. The sofa is regularly priced at $1,799 and was on sale for $1,259. When I entered my zip code (in a major metro area for delivery) a whopping $550 in shipping fees were added, $500 of which were for the sofa alone. Essentially, Grandin Road is "discounting" the sofa and then clawing back the discount through an outrageous delivery charge. $500 equates to 28% of the undiscounted price and 40% of the discounted price. I contacted customer service via chat and phone and they were unwilling to offer any reduction of this exorbitant fee. This experience has completely eroded my trust in Grandin Road. I feel deceived. I not only abandoned the $2,700 purchase (before exorbitant shipping fees) I was about to make, but I will not be purchasing anything from this site in the future.

I am so unhappy with this company. I ordered an item before the holidays (Dec 16) and never received it. After waiting a suitable period (mid January), I called customer support to ask where my purchase was. They were so unhelpful. They said the package was lost in transit and that I could request a refund OR wait until MAY for the item to be resent. What? The month of MAY? Order was placed in December and was supposed to be a gift! I took the refund. I lost all trust with this company. Buyer beware...

Ordered a table lamp in December. Just got an update saying it should arrive in mid-March.
I will never order from this company again!

Not to discount anyone else's experience, but I have ordered well over 10 items just over the last several weeks and have had nothing but a positive experience every time. Two items that were damaged upon arrival I submitted pictures of and was refunded wholly within 24 hours, they have also honored price adjustments.

To be honest, sometimes the customer is not 100% right so I would take any negative reviews with a grain of salt.

I receive the wisteria wreath as a gift. It is cheaply made, and looks pathetic. I looked at the catalog to see what the price was, and I was shocked at the cost of the wreath that is totally not worth it at all. That is why I reached out with this review and I reached out to the company who said they were going to replace it. I was informed I would receive a new wreath in 5 to 7 days. It has been over a month now and have not received the product. I would not purchase anything from this company.

Spent 4 calls and got a customer service rep who agreed to refund my $. Done I. Thought. At 945 pm they call, I am asleep and the rep wants more info that I do not possess as this was picked up 3 weeks ago.
Will have to start dispute with my bank due to their poor service and inconvenient call. I had given him my email. This is a lot of $$. Never again

Beautiful items, absolutely breathtaking but poorly made. Pineapple lights lost screws, tips on pineapples must have been eaten because they came off my pineapples. The door to the battery compartments came off. My purchase was 6 ( 3 yellow and 3 green). I was so sad and disappointed.
Second disappointment- two medium size flower pots black and white, green trim LASTED THE SUMMER and before I could take the plants outs and transport the flower pot inside CRACKS WERE ON TWO SIDES OF BOTH POTS.
Not giving up because of the uniqueness and charm but nor can I spend good money for a moment of pleasure.

I am all cracked up. And my proof is in my GRANDINROAD CREDIT CARD. I believed in your product

I ordered a product from grandinroad.com. My credit card was billed the day the item "shipped". That day I received a UPS tracking number. One week later I received an email from grandinroad.com saying they had received my product return. The contractor to grandinroad.com never delivered the item to UPS, therefore, I couldn't have sent the product back. Five days later, grandinroad.com had not refunded the charge to the credit card. I filed a dispute with the credit card company. The next day I received an email from grandinroad.com saying if I didn't withdraw my dispute, I "would not be allowed to make further purchases from grandinroad.com". I called the dispute people at grandinroad.com and was told this was a "form letter" response and it "did not apply to me". A day later grandinroad.com refunded the purchase price to my credit card. Of course their scam continues. They did not refund the sales tax or the shipping charge. Now grandinroad.com says it is up to the credit card company to "allow" them to issue the rest of the refund.
WHAT A SCAM. The company made an error, but they still have approximately $50 of my money for a product they never shipped.
I would not recommend shopping with grandinroad.com or their parent company the Home Shopping Network.

Unfortunately, there is not a store close to me so I called and asked about ordering and if the item isn't to my standards, would I be able to return and the answer was absolutely, so I placed the order got it quickly and of course it was not something we wanted to keep, which is where the problem starts.

Sure they absolutely said they would issue me a refund once they got the product back. That was the problem after 4 phone calls and a month NOTHING yet, so I finally had to call my credit card company (because if they don't pick it up they don't have to credit you - spoke to a manger before I called Chase and he did NOTHING but lip Service so don't bother buying anything from them, unless you want to keep it LOL

I bought 2 almost 500$ bar stools. One was new and the other was clearly a RETURN. The hardware was missing pieces and in a zip lock baggie. Scrapes and dents all over. What kind of business practice is this? I would maybe expect this from Wayfair…. But to spend this much and receive someone's returned item… not ok.

Everything has been perfect from beginning to end. I ordered the Ava 93in sofa and the chair and a half ottoman and sure it took a few weeks for delivery, but pottery barn or west elm had projected delivery dates several months out. The guys who delivered it were great and respectful of my home, they wore booties in the house to set it up. The couch is so comfortable and the slipcover is amazing, it truly repels stains! I've brushed up against it with my hand that had blood on it or with a piece of food that fell and it just wipes away with a baby wipe! Customer service has been great, they honored their lowest price guarantee so I called back within 30 days of purchase about a lower price than what I paid being listed and they refunded me the difference! So far it's been almost 6 months and I'm beyond happy. Will continue to purchase furniture from here. Yes it's a little pricey but you get what you pay for and it's cheaper than pottery barn or west elm.

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.

Grandin Road charged me over $800 in shipping fees for furniture that I either canceled before it was shipped (2 pieces) or returned due to damage. The quality of the furniture is horrible and their shipping fees are outrageous. The communication system between the furniture company and the shipping company doesn't work. I called three times to cancel two items and still got notices to set up an appointment for delivery. I would give 0 stars if I could. DO NOT ORDER FROM THIS COMPANY unless you want to overpay for shipping of low quality furniture.

Rude and incompetent. Bought a sofa from Grandin Road and paid for "white glove" service as we are in our 70's and the sofa is 84 inches and heavy leather. "White glove" means they set the sofa up. Well they left it on it's side and would not screw in the 6 legs and turn it over. Part missing for 1 of the wheels as well. Grandin Roadhas lodged a complaint with J. B. Hunt and are paying us to have someone come out and turn the sofa upright as J. B. Hunt REFUSED to send the driver and helper back k out and said we can wait 3-7 days til they can get around to it. If possible avoid this company. We will never purchase from Grandin Road again because this is who they use.

However, I have been so screwed over by their customer service methods and delivery service that I'm officially done. I bought all my dining furniture from them, and six pieces of art as well.

I ordered a coffee table late one night, and tried to cancel it the next morning. Even though it would take two months to ship it, I couldn't cancel it. Not only that, but it stayed on my Visa card until their extremely slow delivery service returned it to their warehouse. (It was never shipped to my house.). I finally had to contest it on my Visa.

On top of this, I only live an hour and a half from their headquarters and warehouse, and it takes months to receive something. It would be easier for me to drive to West Chester and get it from their warehouse myself but I'm not permitted to do that. (Their outlet doesn't have most of the merchandise on their site.)

I did not learn my lesson and I ordered three pieces of art from them. One arrived broken. This was in July and I set up a return in early August. Once more, their delivery company was supposed to reach out to me, and they never did. I called customer service and set up one more return in mid August. It is now almost the end of October, and they still have not contacted me to pick this piece of art up and I am out $200 because they will not take it off my Visa.

Obviously, I'm now completely done with this company which is sad because I really liked their merchandise.

I ordered a garland for my kitchen mantel. After waiting for 2 weeks, I got an email from Grandin that my return was processed. Made no sense because it had never been delivered to me. I never got it! I called and spoke with 2 different people and both said that UPS often sends back packages that are damaged. Really? I have received hundreds of UPS deliveries and it never happened before. No apology for the inconvenience and clearly no concern with customer satisfaction. Last time I support Grandin Road!

This company is dishonest. There ability to make payments is not possible by phone. This has gone on for 3 weeks. Grandin Road takes your money, but it is impossible to get any help with Commeity Bank with payments. Do not get a grandin road credit card!

Grandin Road is notorious for advertising misleading promotions to which they will not stand by and honor. Today's promotion is a prime example of their malfeasance. The website states save an additional 30% off outdoor and outdoor sale items. Would you assume that if an outdoor item is on sale that you can take an additional 30% off of that item? Well if that's the conclusion you arrived at, according to Grandin Road, you are wrong. Unfortunately, a group of inept individuals that are running this company don't know the definition of the word 'additional' or 'sale'. This is how egregious errors like this occur repeatedly. Save yourself the headache and disappointment and do not shop from Grandin Road.