Caitlyn C.
Return fee feels unreasonable
Mostly what I learned about your company was through friends and influencers. Respectfully, for a fully online store, you need to have more pictures of your products in their actual colors not just AI. It felt like a very risky move to purchase without actually seeing the product pictured. The biggest issue, there are no show rooms or any way of interacting with the couches so the only way I can sit on one is to buy it AND if we don’t like it, I have to pay $700 to return it? I understand that it costs you to ship the couch but as far as I see it, if there’s no place for me to go to interact with the product, it should be at your cost if I don’t want to keep it, not mine. You’re saving money on show rooms but I’m footing the bill for the return if the couch doesn’t work out- not customer friendly.
Response from Albany ParkMay 29, 2026
Thank you for taking the time to share such thoughtful feedback. We understand your concerns, especially when making a significant furniture purchase online. You're absolutely right that seeing accurate product colors and materials is critical to feeling confident in your decision. We're continuously working to improve our product imagery and visualization tools, and feedback like yours helps us understand where we can do better. We also recognize the challenge of purchasing a sofa without the opportunity to experience it in person. While our direct-to-consumer model allows us to offer high-quality furniture at competitive prices, we understand that it doesn't replace the confidence that comes from seeing and sitting on a piece before buying. Regarding return shipping, we appreciate your perspective. Large furniture returns involve significant transportation and handling costs, but we understand how that fee can feel frustrating when you're taking a chance on an online purchase. Your comments about balancing customer risk and convenience have been shared with our team as we continue evaluating ways to improve the shopping experience. We genuinely appreciate your honesty and the opportunity to learn from your experience.