Mackenzie-Childs

I shopped their warehouse sale and when checking out it said shipping 3-10 days. I was planning to be in Florida for a month over Christmas so I decided to ship it to myself there. 2 of the 6 items shipped and the other 4 they said were held up at their warehouse. When I told them they could ship the rest to my other address if they didn't come before the 18th, well I got the notification they shipped with fed ex and would be to me in Florida by the 18th! Days later the customer service answered and said they marked the package to be returned to them so fed ex returned it to them and then they just canceled my order and refunded me. I asked why they couldn't just ship the same box to me and they said they already returned the items and I asked to reorder the items and they said they were sold out. Customer service emails are not answered for days, like 7 days and they are so incompetent about any issue. This brand is a sell out to China or some other largely produced factory and they do not care about their customers!

If you call the MC phone number, which is nicely left off their own website but found on my credit card site within their vendor ID, you will hear that they have closed their customer service phone center in March of 2020. Yet they continue to market and push sales of their goods without any impact on that end of their business. In short, I have received damaged items that it took several weeks to connect with them via their slowest ever response email option to get a repair piece; they are selling items that they know are not in stock on their website, not telling you that they are on backorder for MONTHS and then levying a pending charge on your credit card for each of those items they cannot fulfill WEEKLY (so that you think the item might be on its way to you). The quality of the items has gone significantly down hill over the years - most of their stuff seems to actually be made in China now, not in their "lovely farm in Aurora". Beware and stay clear as this is not the MC of old!

I ordered 2 "Runners" from MacKenzie-Childs in December... Took weeks for the order to arrive and when it did 1 of the "Runners" was damaged, NO PHONE NUMBERS, ONLY EMAILS... so I wrote an email, days later I was told to ORDER ANOTHER AND PACKAGE THE DAMAGE ONE, IT WOULD BE PICKED UP AND CREDIT MY ACCOUNT WHEN THEY GOT IT BACK... WELL! I think I got my credit 2 months later, BUT the 3rd one I ordered charged my CC the next day and took about a week to arrive to me. FAST forward to now March... The "RUNNERS" HAVE SO, SO MANY "PULLS" in them, SO SAD! THEY ARE SO, SO POORLY MADE IT IS BAD! I have sent emails to them BUT they are TOOOOO BIG! And are NOT interested in the fact I am VERY DISSATAFIED. IF you would see my home it looks like a MacKenzie-Child STORE! ITS EVERYWHER YOU LOOK... I GUESS THATS THE WAY YOU GET WHEN YOU GET SO BIG AND CAN AFFORD TO NOT CARE ABOUT YOU CUSTOMERS. WAKE UP MacKenzie-Child, WAKE UP!

Buyers Beware! We have been collecting MacKenzie Child's Furniture and accessories for over 20 years! We spend approx. 2 - 6 K per year on MacKenzie items. We also have traveled to attend all Barn Sales.
This years Virtual Barn Sale was a disaster. They were not equipped to handle the volume of sales they received. We purchased approximately 6k in items at this sale. Our account was charged for items and continued to be charged for items that had not shipped. This continued for months. You are not able to reach them via phone. Their customer service number no longer accepts calls. They have removed their contact phone number from printed materials as well. Numerous emails went unanswered.
We finally received items in numerous shipments. Incorrect items were received as well. It was not until we stopped payment on charges and disputed a charge, that we were contacted by customer service. I was told a call tag would be issued for Ups to pick up the incorrect items. I was also told and received written confirmation that the correct items had been shipped. It is now 2 weeks later and Ups has yet to pickup or deliver anything from MacKenzie Child's.
I finally did speak with a direct person in customer service. I requested a detailed listing of all items that were charged on our account vs what items had actually shipped. Still have not received the info. I texted a message asking for a return call within a one hour window. They called, but not during the requested time on a work day. I was not able to speak with them due to work.
They had the nerve to leave a message stating my open orders had been cancelled and that the order I disputed will have a negative impact on me being able to place future orders. Are you kidding me?!
So, long story short, they will charge your account at the time of purchase, you may or may not receive your items, if and when you receive a shipment, it may be the incorrect items. You may receive items months after the purchase date, but your money will be been tied up all that time. You can't call anyone directly. Do not expect to receive a quick response or any response at all to an email.
I called their local Better Business Bureau to file a complaint. I was told they are not a participating member of the BBB so they could not help me.
This is not to mention that the quality of their items over the past 4 years have decreased dramatically. Many items are now equivalent to dollar store junk.
This is the first and only negative review that I have ever left for any business. Very sad that the owners of MacKenzie Child's have allowed this to happen and that company has deteriorated to this degree. Such a huge disappointment! Buyers Beware!