I have never written a merchant review but this experience has been so bad I had no choice. I ordered a wood hammock frame and while it came pretty quickly it arrived in horrible condition. The way the box was packaged made it clear the product had been returned before and it was sent out again without the merchant checking. Not only did the wood have multiple damaged surfaces, the glue laminations had failed in several locations. Items were loose in the box so the hardware package had rattled loose, broken open and several items were missing. Icing on the cake was I found an open broken box cutter knife with the blade exposed inside the box - I was lucky I did not get cut while taking things out of the box.
I received it late on Saturday and started opening that night. When I started to see the problems I stopped and emailed them right away to alert them of the problems by their web site. I then opened it fully in the morning and found more problems. I emailed customer service again directly adding a 5 page PDF of marked-up photos documenting all the problems and by that time had seen the history of other buyer problems. I offered them 2 business days to respond and got nothing, but then found a different page to initiated a return so I filed the request again, explaining the problem and referencing the prior email. It warned me not to proceed with a return without accepting I may be charged over $80 to return the item! I then just got an automatic reply saying they had received my message and may take up to 3 days to respond. It is now past 3 days and still no response plus a full week since I first contacted them- I have never experienced such poor customer service, especially in a condition where clearly the item is seriously defective.
Thanks to another complaint on this site where OpenSky responded, I now have their phone number (check other reviews, Sitejabber won't let me post a tel #) which is NOT listed anywhere on their website. I did try calling at 5:05 EST but found out they were closed (even though they are based in CA, they somehow stop answering calls at 2pm their time) and the number is not capable of accepting a message.
Hopefully posting here will get their Customer Service team to respond to me, but if they do, don't just tell me to email you - nobody has responded on several tries. I will give them a couple more days before contacting my credit card company to see if they will void the charge or assist in making this company respond. Next step is start looking other forums to write reviews and I guess the Better Business Bureau if they do not respond. I just want them to take this trash off my hands and not make me pay for return postage plus refund my full cost. I don't want to waste my time lugging this large box to a shipper (too heavy to carry by myself), better to tell me to put it in the dumpster where it belongs!
I would love to post the full 5 page annotated file but this site will only accept a single photo at a time so I am just posting one page to give you a feel for the problems.