sabina
Quality product! but customer service needs improvements
There are two sides to this review. First, the custom bench we ordered is absolutely gorgeous. The quality and craftsmanship are excellent, and now that it has finally arrived, I can say that we love it and it was worth the wait. Unfortunately, the experience leading up to receiving it was much less positive. We ordered the bench in January 2026 and did not receive it until the end of August—approximately eight months later and significantly longer than originally communicated. Throughout the process, there were multiple delays and unclear expectations around timing. The delivery experience was also frustrating. The bench had apparently been in the U.S. for approximately four weeks, but I was never contacted to schedule delivery. It was only after I began reaching out that I learned the delivery company claimed they did not have my correct phone number. I do want to give the company credit for how they ultimately responded. The CEO personally reached out to me with a very thoughtful and apologetic note. He acknowledged the issues with customer service, communication, and delivery and shared that the team is actively working to improve these areas. I was genuinely impressed by his response and his willingness to acknowledge the shortcomings. Ultimately, the bench itself is beautiful, exceptionally well made, and something we are very happy to have in our home. I hope the company can bring its communication, customer service, and delivery experience up to the same high standard as the quality of its furniture.
Response from HardmanSep 1, 2026
Hi Sabina, Thank you very much for taking the time to share such a detailed review. While we are truly glad to hear that you love your bench and that the quality and craftsmanship ultimately made it worth the wait, we are very sorry for the experience you had leading up to its delivery. You are absolutely right that the delays, lack of clear communication, and issues surrounding the final delivery were not at the standard we want to provide. We really appreciate you also acknowledging the way our team responded once these issues were raised. We are actively working on improving our communication, order updates, and delivery coordination so that the overall experience reflects the same standard as the furniture itself. Thank you again for your patience, your understanding, and for giving us the opportunity to learn from your experience. We are very happy that the bench is now finally in your home and that you are enjoying it. Warm regards, The Hardman Design Team