Catherine
Worst shopping experience ever
Worst shopping experience ever! I ordered a wall mirror that took one month to receive (even though the order said 5-8 days). I contacted them several times and no one gave me a reason for the delay or apologized, just said I needed to be patient. The mirror finally arrived but was broken. I contacted them immediately and was asked to send photos. I sent them and heard nothing for days. I contacted them again and a different person said there was no record of my contacting them so I had to resend the photos and request for a return. She said it would take a week or two to process. I waited two weeks with no response. Contacted them again and yet a different person said he had no idea why nothing had happened. I told him I was leaving the country on a 17 day trip and really wanted to resolve the return before I left. He promised me he would take care of it ASAP. I returned from my trip and there was no return on my credit card. I emailed Casa Bella that I was contacting Visa to get my money back and writing a scathing review. I immediately got a phone call from yet another person who said there was no record of my return requests but that he would take care of it ASAP. He then started begging me not to write a bad review. No apology whatsoever for the unbelievable way my order/return was mishandled. It has been 1 week and the refund finally appeared on my Visa account today. Never again!
Response from Casa Bella DecorAug 1, 2026
Your review is very disappointing and completely false and it contains several statements that are demonstrably false and inaccurate. The item was shipped and delivered to you in less than 10 days from the order date. We ship over 1,500 orders per month from our storefront and through our vendors, we have a less than 0.25 % damage rate. Great care and effort is expended to pack and ship items. This item as a 75 pound all glass mirror, more than likely damaged by the carrier or in transit. The item was a large mirror (oversized item) and required freight delivery. Freight is a longer delivery time than FedEx or FedEx Ground as we explained to you. First our records show the refund was processed several weeks prior to the review was published and not one week as stated. We processed the refund within days of your request and prior to you leaving the country as you mentioned. We also have mutliple written emails documenting that our team apologized for the damage to the mirror, even though we do not ship the mirror, our vendor ships them as you know. The statement that "no apology" was ever issued is simply inconsistent with our correspondence. Additionally, we have documented communications showing that negative reviews were used as leverage during this matter. We take that very seriously and have preserved those records. In short, you demanded an additional sum of money on top of the refund amount of $439.76, in exchange for not leaving a "scathing review" as you threatened to do and ultimately did leave on this platform. We never "begged" you to not write a "bad review" we made you aware of the fact that we would not pay you additional sums of money (roughly $350.00 on top of the purchase amount) that you requested in exchange for not leaving a "scathing review" as you threatened to do. Review blackmail or review extortion is rampant and it is an illegal tool used to harm and target businesses and we lawfully denied your demands, resulting in the review you ultimately posted. Finally, you fail to point out that the fact that we were extremely responsive to every request that you made, we honored the full return of the item and full replacement or return of funds to you within days of the item being delivered to you. We have documented this and requested TrustPilot immediately remove this "review" for the reasons stated above.