I ordered a set of white leather dining chairs on black Friday Nov 2016. 2 of the 4 chairs that were delivered were damaged. They arrived dirty and leather was cut on the chair. I immediately went on to their website followed the directions listed for receiving damaged items and took pictures and sent to the company. I received an email a week later stating they needed additional pictures, I submitted those as well. Their solution was to send me a leather cleaning kit. I was frustrated with this solution because I didn't pay money for used and dirty chairs, I paid for new chairs from this company, as well as a leather cleaning kit is not going to fix the cut in the leather and the scratches on the chrome legs. I was told they would send me 2 replacement chairs in December. I explained that it would need to be before the new year since I would be out of the country. I was assured that it would be fixed and delivered before the end of December. I did not receive any information about the delivery so I sent an additional email stating that I should have already received my chairs from our previous emails and have yet to hear from their company nor the delivery company.
I was told at that time that the driver was going to be in LA for the pick up from their warehouse. And to expect a delivery. That day came and went and I still had not heard from anyone. I reached out again as to when to expect the delivery, I was told that the driver never showed up to even pick up the chairs that were supposed to be delivered to me. I emailed yet again my frustration as well as called the office. I was told their was no supervisor and that I could try again later. I needed to receive a call back from the supervisor to straighten out this mess. I was told he would call me when he returned to the office in 15 minutes. I did not receive a call back. When I did receive a call back it was from he same customer service rep I was speaking with and I was told to e-mail the supervisor. I have never been more frustrated, why would I need to send yet another email. I was told before that my email had been sen to the supervisor and that they would contact me. There are multiple people that were CCed on the email chains between the customer service rep and myself and not one of those additional people reached out to fix this situation.