Alchemy Fine HomeReviews of alchemyfinehome.com

Response from Alchemy Fine HomeJan 1, 2023

Hi Chuck, We take our promises seriously and by no means lie or take our promises lightly. I think you know this but are clearly upset understandably that we weren't able to get your chairs to you in time to enjoy them for the holidays. I can see a clear chain of emails and phone calls following up with you. We have a 95% success rate at delivering items on time however sometimes between our suppliers and shipping partners, goofs happen and unfortunately, this was a situation that took a few weeks longer than promised. For that, we are truly sorry and are doing everything in our power to correct the situation. I can see your chairs shipped on the 29th so you should have them soon! Thank you again for your business and your patience. Best, Alchemy Fine Home

Response from Alchemy Fine HomeDec 28, 2022

Hi Katherine, I'm so sorry for your frustration. We can see that your order took 7 days to ship when we state on the listing that it can take 5 to 10 business days so we were right in the middle of our promised ship by window. This Christmas ornament was delivered to you on Dec. 8th which gave you plenty of time to use or gift it well before Christmas. https://alchemyfinehome.com/products/set-of-4-old-st-nick-golfing-ornament If we are ever delayed on shipping or take longer than we state on the product pages then we will absolutely accept an item back, but your item was received in a timely manner per our stated shipping policies in perfect condition. We state this item is non-refundable unless damaged or late, which it was neither. We appreciate your business and hope that we can serve you again in the future. Best, Alchemy Fine Home

Response from Alchemy Fine HomeOct 5, 2022

UPDATE:: This is not an authentic Alchemy Fine Home customer. We have no record of this customer and have reached out to them asking to show us proof. We would never treat a customer the way they were reporting. ------------ Hi Dan, I'm so sorry to hear about this experience but we can't seem to verify you as one of our customers. We have searched your name and email and can't locate this order. We also see you're in Spain, we do not ship furniture to Spain. Can you please confirm your order #? We would of course refund your money if you haven't received the 2nd piece. Please contact us and respond with your order number and we'll get it taken care of.

Response from Alchemy Fine HomeSep 26, 2022

Hello Yaiza, We have reviewed this order and our customer service team asked for photos and examples of the poor quality and offered to help you with your return and you took weeks to reply and then never complied. They asked for box details to send you a slip, and you never replied. They were trying to help you over and over again but you're late replies and unresponsiveness stretched out this process much longer than it needed to be. Since you could not show any proof or poor quality it was a customer remorse return. Had you been able to send proof via photos and box dimensions this could have been handled and covered in one day. We wish you and your clients well!

Response from Alchemy Fine HomeAug 16, 2022

Hi Andrea, Thank you for sharing your experience and I'm sorry for the frustration you experienced. I read through the customer service emails and it was a case of the shipper sending us a URL tracking link that was broken so when you saw it not moving that must have been really frustrating. I see we had it fixed, and sent you a new one. There was no language barrier, our customer service team was clear, to the point and courteous. We always are trying to improve on the shipping partners that we work with as the experience that customers get from the delivery part of their order still reflects upon us. We have a 98% success rate with shipping on time and in perfect condition however there are instances when an item can be delayed or delivery imperfect. We apologize for your experience and hope we can work with you again in the future. Best, Alchemy Fine Home

Response from Alchemy Fine HomeJul 18, 2022

Hi Shani, we looked up your order and are so sorry with your frustration. We can see that the delivery company lost one of your items but we were very responsive in letting you know of our efforts to find it but that we did have to wait a few days for the delivery company to do a dock search. This takes a few days for it to be completed, as mentioned to you. The good news is that it was found, and is en route to you. We mentioned to you we'd of course be happy to refund you in full if the item was not found or send out a new one if it was lost, but that items are final sale unless damaged or defective.

Response from Alchemy Fine HomeJul 16, 2022

We do have products clearly listed if they are final sale or not or if they have a restocking fee when returned. We are passing on the costs that we also receive from our suppliers, we are not profiting from this. In addition, we are extremely accommodating with sample and swatch requests to help in making your decision. When it comes to shipping luxury furniture, we offer complimentary shipping, which is very expensive. Furniture is not an item you can simply try and send back without incurring a lot of costs unfortunately. We are always happy to help in any way we can to avoid an unwanted purchase.

Response from Alchemy Fine HomeNov 3, 2021

Hello Suzanne, First off, I apologize for your experience. I did however look into this and saw a clear chain of emails where we politely asked for a photo to make sure what size of tissue box you were trying to use as tissue boxes come in various sizes. We clearly listed the dimensions on the website for this tissue box, and had Kim Seybert, the designer of this product, send a photo for you showing you what box fits inside of it and even sent you a link to Amazon & Target showing you the correct size of tissue box to buy as its a very popular size. If an item is ever faulty or damaged we 100% stand by our products. We clearly list that if its buyers remorse that there is a restocking fee. We go above and beyond for our customers and pride ourselves on customer service however when you wouldn't let us help you by confirming the size you were using, we couldn't be of much help. Best of luck! Also, it's a 15-20% restocking fee, not 40%. The reason for the lapse in time in replying to your oringal review was that we did not have a professional Trustpilot account so there was no way for us to be notified.