Lora I.

I ordered a custom sectional sofa from Anthropologie online on 2/18/2020. I waited for two months to finally have it delivered to me on 4/20/2020. Upon delivery the handlers pointed to extensive damage on the unit - a large rip exposing the framing inside on one of the corners. Distressed fabric on the edges on both ends of the sofa. I was assured they would report this and Anthropologie would contact me to send a replacement.

9 days later, I still had not heard anything so I reached out directly. I was told by Antropologie customer service to send a report of the damage with photos to them so they can begin the replacement or return process.

I was told Antropologie would offer a credit to keep the unit as-is instead. This took another month. After multiple follow-ups finally on 5/29/2020 Antropologie Customer Service offered me a 40% credit to keep the couch as-as and I agreed. There is a pandemic and I am expecting a child so dealing with a replacement did not seem worth the risk to allow strangers to come into my home.

On 6/12/2020, however, I still had not received a credit to my card so I sent another e-mail to follow up. Coincidentally a couple of days later as I was checking for a response, I noticed another message at that time from URBN / Anthropologie customer service from 6/2/2020 refusing to process the credit. Just 4 days after they confirmed in writing the credit was approved...

Had I known this is how they treat customers paying thousands of dollars for furniture, I would have refused the sofa on delivery or straight up returned it and disengaged from any credit negotiations. Now I have a damaged couch and have wasted hours of my time dealing with an issue that should have been resolved with a single call or e-mail.

At this point it has been 4 months since I placed my order and this merchant has failed to make this right after multiple messages and conversations. Furthermore, they blatantly lied to a customer and refuse to take responsibility. They also suppress negative reviews on their site. DO NOT BUY.