Tara
My order was shipped to the incorrect…
My order was shipped to the incorrect address, even though I corrected the address on my invoice. My husband and I both took the day off work to receive the package (since we were told we had to be present for the delivery to inspect its condition and sign for it). We had our plan, once we had confirmation of delivery from the carrier, to be home to bring it into the house together due to the weight of the water feature (so it was not left out in our driveway). The water feature was delivered to our old address of 7 months ago, to the driveway of the new homeowners there (on a Tuesday). The water feature crate sat in their driveway until Friday when it was picked up. It was then finally delivered to our correct address the following Tuesday. I felt like there could have been more assistance and communication from the company and/or compensation for the inconvenience of the delivery process.
Response from Adagio Water FeaturesMar 19, 2026
We are truly sorry for the experience you had with your delivery. We completely understand how frustrating and stressful this must have been, especially after you and your husband took time off to be available and ensure everything went smoothly. While we did receive your request to update the shipping address, we sincerely regret that it was not fully updated across our systems in time, which led to the shipment being delivered to your previous address. We take full responsibility for this oversight and are very sorry for the inconvenience it caused. We also understand how concerning it must have been knowing your order was sitting unattended, and we regret that the process to retrieve and redeliver it took longer than expected. Due to the circumstances, we had to coordinate a special pickup with a carrier that could accommodate an unattended retrieval, which created unexpected delays, but we recognize that this did not make the situation any easier on your end. We truly appreciate your patience throughout this process, and we are grateful that the water feature was ultimately delivered safely. That said, we know this experience fell short of what you expected and what we aim to provide, and we are very sorry for that. Your feedback is incredibly important to us, and we will be using it to improve both our communication and internal processes moving forward. If there’s anything further we can do for you, please don’t hesitate to reach out. We’re here to help.