On 5/31/25 my wife and I purchased from World Market online a Sansur Rustic Pecan Live Edge Wood Dining Table and two Sansur Rustic Pecan Live Edge Wood Dining Benches for a total of $1788. 45 including $296.00 for shipping and handling. At purchase we were advised a shipping agent would be contacting us to arrange delivery. On 6/25 I received a call from a shipping agent for AIT Logistics, Tenley IL. Advising they had picked up our order consisting of "two boxed items." They also advised that a driver from a more local shipping hub near our locality in SC would call to arrange a delivery date/time. I was advised to expect this contact call on approximately 16 June. With no prior notice we received two boxed packages on 6/13 – one bench in each box. There was no table with this delivery. I received an email confirmation from World Market that our order had been delivered. This confirmation with no mention of the table led to some concern, but I waited until the previously given estimated delivery call of 16 June to follow up. Hearing nothing on the 16th I then initiated an email query to World Market customer support requesting an update. I received a same-day response assigning a case number notifying me that my issue was escalated to their upper-level support team for further review and resolution. On 6/20 I received another World Market support team email which advised me that the rest of my order was in transit and the shipper had attempted to contact me on the 13th to schedule the delivery. I knew that this alleged call attempt was false as I had no incoming calls in my digital call log on the 6/13. This raised a red flag that things might not be in order. The email provided a "case number" and also advised me to reach out to the carrier at a given phone number to coordinate delivery. Calling the given number only yielded a recording prompting me to enter my order number and a subsequent automated advisory that my shipment was in transit. Multiple calls to this number yielded the same result. Despite multiple attempts over the next several days, I found it impossible to get beyond automated response recordings at AIT or World Market. On 6/23 I finally called AIT at the number for the agent who initially reached out on 5 June and managed to reach a live agent by choosing not to enter my order number when the automated response line prompted. The agent once again advised that the system reported my order as in transit. She stated that she would reach out to someone at the intermediate shipping hub for clarification and that she would call me back. I did not receive a call back that day or the next, so I again reached out AIT on 6/25 for an update. Speaking to the same person as before, I was advised that no one responded to her initial query but she would make another attempt while I was placed on hold. She succeeded in obtaining and relaying the following details to me: My table shipment consisted of two boxed packages (I'm assuming one for the top and one for the legs). Only one of the packages was forwarded while the other was mistakenly left behind. They are holding the forwarded boxed shipment at an intermediary hub until the second boxed shipment is rejoined at which time a delivery can be arranged. She also gave me the name and number of the person at the intermediate shipping hub and advised that I would be called with further updates. On 6/27 after receiving no further contact or updates my wife and I had lost all enthusiasm for the product and the process. I was now concerned that I would be stuck in an interminable non-delivery loop which would continue beyond reason. Both my wife and I were "over it" and were tired of seeing two useless benches sitting in a dining room with no table. On 6/27 my wife found a phone number for World Market customer support other that the one posted online and managed to reach a live agent. We stated a desire to cancel the order so that we could pursue alternatives. The agent initially responded that she couldn't cancel an order that had already shipped but with some persistence on our part, she agreed to contact the AIT Logistics for clarification while we waited on hold. When the World Market agent rejoined us on the call, she immediately advised that she would cancel the order and process a refund to my card. When asked about the benches in our possession, she stated that we could also return these to the nearest store for refund. She promised that she would take care of this personally and send an email on 6/29 confirming the refund for the table. She gave us a new case number as reference to the conversation. We turned in the benches the next day and received a refund for those items. On 6/29 we did not receive a confirming email on the table refund which was totally in character with the process so far. We gave a day grace before we contacted World Market yet again for an update on promised table refund. We reached a different agent, gave him our case number, and he confirmed that no refund action had taken place. He initiated the refund himself. Thinking that we were finally going to be made whole at the end of this unfortunate drama, we were once again disappointed. This agent stated that we would not be refunded the $296.00 in shipping and handling (but he did award us a new case number)! Obviously, World Market didn't want to eat the cost of this "shipping-go-round" so they decided that it was best that we enjoy that meal. Mistakes were made all around – World Market and AIT Logistics in the shipping fiasco, and us in the decision to do business with World Market in the first place.

My experience is just like everyone else's experience recently with online ordering. I had to look it up to see if it was just me experiencing this, but I guess not. I have 3 open unanswered cases (created May 4, June 9, & June 18) and I've spent about 3+ hours on the phone. The only thing that has been different for me in my experience is I've been able to get someone on the phone on almost every call.

I ordered the Round All Weather Wicker Vernazza Outdoor Chair Set of 2, Metal Faceted Octavia Outdoor Stool, and the Gray and Beige Geometric Merit Indoor Outdoor Rug back in April during their sales. The first issue after I received the outdoor stool and rug is they tried to over charge me the two items. They charged me 97.47 and 82.85 for just the rug and the stool. The stool was on sale for 41.99 and the rug was 89.99 with additional 15% off each item and shipping is free on orders over $49 (with exception of the outdoor chairs that have a required $49 of shipping and handling). Customer service told me she didn't see the 82.85 charge on their end and that opened up a request with billing to correct the charges, she provided me the reference number, and then told that I'd get an email in the next 2-3 business days and that I'd see the 82.85 drop off my credit card and would only be charged 91.73 because I shouldn't have been charged 82.85. She told me I'd be charged the remainder of my order once the chairs were shipped. Never received the email and had to dispute the charge with my credit card.

The second issue occurred on May 27 I received an email stating that my outdoor chairs were finally shipping and the remainder of my order was charged to my credit card. Almost a month later it doesn't show my order has even moved. It said it would arrive in 8-10 business days after I received that email. When I got a customer service representative she said she wasn't sure what was going on and then said it was shipping delays. I am okay with shipping delays. I already knew there was a 21 day delay from the warehouse where my chairs were after my initial call about the double charges. Anyway, why did I receive an email saying it shipped and in a month it has never shown the order in transit. Basically they said it was "shipping" took my money and now the order is not moving and I still to this day don't have my chairs ordered back in April.

While I understand COVID-19 is turning our world upside down I don't appreciate the experience of how it has been handled. I understand that the customer service representatives might not understand the full life cycle of the order process and where operational issues occur, but this is all still frustrating. I'd appreciate a clear expectation of what is going on with my order and what is being done to get all my items to me. I really suggest World Market create better processes in how customer service representatives respond to cases in a timely manner and maybe automate some responses of when the consumer should expect a response. Better ticketing systems for these inquires and a process for your workers to respond. I also suggest customer service managers work closely with managers in the warehouse/accounting/development department and make sure leadership is aware and understanding the issues going on so it can trickle down to all the employees. Create a better response and strategy how to be transparent and honest with the consumers. Relationships with the consumer are far more important at this time. I don't want to not be a customer anymore because I do love the products but I'll move for a better experience.

I ordered $1,577.11 in furniture today online. My single order was debited from my bank account three times. One charge was immediately credited by my bank because it was for a security hold. I called my bank & World Market customer service each twice - the last time a three way call with your customer service supervisor Vinita and my Bank of America. It was determined that there is one single order but also two processing debuts for the amount. It is not a security hold but indeed a processing debit. My bank told your representative, Vinita, that it can only be corrected through your company or your bank that processed the transaction.

This HAS to be resolved IMMEDIATELY & TODAY! I have other transactions pending on that account that will create multiple overdrafts for your mistake. On top of that, I am 400 miles from home with $50 in cash and my bank account overdrawn by your company's error. I AM DESPERATE TO GET THIS RESOLVED IMMEDIATELY! I love World Maeket and I understand mistakes happen but this is creating dire consequences for me. I spent 4 hours today on the phone. This has got to be fixed!

My cell is On the order

Order #*******316

Well, Vinita never called back so we've been on the phone all night with your customer service representative Matthew who also initiated another three way call with my bank who told him the same thing - the only way the funds could be returned to my account would be for your company to notify your bank or credit card processing company. Matthew made every attempt to be helpful but is apparently powerless to fix this. If the charge isn't reversed by midnight tonight then I am stranded 400 miles from home with $39 cash and an overdrawn bank account created entirely by the fact that ordering from World Market created multiple charges on my account for a single furniture order. I am stunned, shocked, furious and stranded.

Order#: *******316
Date: August 17,2018

Monday A.M. My bank balance is still short an extra $1,577.11. This is going on day 5. Nobody is answering or responding to our phone calls. I've got other bills that are coming out of this account and are either not going to get or I am going to have a mountain of bank fees because of this. We were on the phone with your company immediately on Friday when our bank alerted us of the multiple duplicate charges for this ONE order. We were on the phone with WM, our bank and also 3-way phone calls between all parties for several hours Friday and Saturday. My bank reversed one of the transactions because it was the fault of their security alert. They said second charge for $1,577.11 has to be corrected by world Market contacting your bank or credit card processing company because it was a debit card transaction created on your end.

My bank had been deficited an additional $1,577.11 for 4, going on 5 days now. This is a very large sum of money to me and this has created an enormous hardship to myself, my family, and my small business because my supply orders for my business are being bounced because these funds were designated for other bills.

Your representatives tell me they don't know how to fix it. Somebody in your accounting office needs to fix this IMMEDIATELY!