C T.
Condescending service, no gift return policy
My child received an Olli Ella furniture set from BM as a gift, and a chair fell apart within 24 hrs, exposing sharp staples. I contacted BM to inquire about gift returns, and this is how they responded ”Hi Caroline we’ve sold hundreds of these sets fir three years and never had a single complaint and had found the construction to be completely safe.” Because it was a gift and the gift was purchased over 30 days ago, even though I received it two days ago, they refused to replace a defective item, which is fair if that is their policy, but there is no gift policy stated on the website. I pointed out that there was no gift policy and they said their return policy was clearly written on the site, however it says nothing about gifts. I told them I felt like they were belittling my concerns about an item that is potentially dangerous, regardless of whether mine was replaced, and that their customer service felt confrontational and they'd offered no resolution. They told me I was unreasonable. I told them I felt they were being condescending and I wasn't getting anywhere with them, and that I would leave a review, and this is how they responded ”It’s just too easy to leave reviews when a customer doesn’t get what they want. As a small business we are all victims of this so review away. We have been kind, we have explained the situation and are certain Olliella won’t replace an item that has gone to a third party because we be checked. This is an unreasonable request well after the return window by someone other than the customer. The fact that you feel gaslighted and like we owe you a resolution is also unreasonable. We are a small business and have been kind and tried to explain but we also realize we cannot please everyone.” I respect their gift return policy, even though it isn't great compared to many companies. I states this multiple times throughout the conversation. I just wanted to feel my concern was acknowledged and offer any solution, even if that is just letting the manufacturer know there was a defective item.