Layla GrayceReviews of laylagrayce.com

Response from Layla GrayceOct 4, 2026

Hi Amy, I'm sorry this experience was frustrating. Like many retailers, we require original packaging for returns of large, fragile items such as mirrors so they can be transported safely and without damage. Without the original packaging, the item cannot be safely returned or resold in its original condition. This requirement is outlined in our return policy. We appreciate your feedback and are sorry we weren’t able to provide the outcome you were hoping for. - The Layla Grayce Team

Response from Layla GrayceSep 29, 2026

Hi Pat, I’m very sorry to hear about the experience you’ve had with your chairs so far. We truly appreciate you taking the time to share your concerns, and after reviewing your correspondence with our team along with the photos you provided, I believe we missed the mark and should have given this situation some additional attention. We do our best to evaluate every claim carefully, but occasionally something can be overlooked. Your feedback gave us the opportunity to take another look, and I’m glad you brought it to our attention. I’ve asked a supervisor to take over your claim, and they have just sent you a follow-up email. We’ll do our best to find a resolution that works for you and, hopefully, turn your experience with us around. - The Layla Grayce Team

Response from Layla GrayceAug 9, 2026

Hey Brittany, We’re very sorry again that your bed arrived with an incorrect headboard. As soon as we were notified, our team contacted the manufacturer and began the process of having the correct queen-size headboard processed and shipped. I do hope to point out that we have remained in communication with you throughout this process and are continuing to follow up with the manufacturer for confirmation and shipping details. I know it's taking a bit longer than you'd hoped but I assure you we are doing our best to fix this. Replacement furniture does require coordination with the manufacturer before it can be released and shipped, so unfortunately we are not always able to provide finalized delivery information immediately. Please know that your replacement is actively being worked on, and our team will continue to follow it through until the correct bed has been delivered and assembled for you. - The Layla Grayce Team

Response from Layla GrayceJul 9, 2026

Hello Regina, I’m sorry to hear about the frustration with our return policy and the costs associated with your return. I took a moment to review your order, and the return freight quote we received was about $250. Because this item is too large to ship through a standard ground carrier like FedEx or UPS, it has to move through an LTL freight carrier, which is unfortunately much more expensive than a typical parcel return. As outlined in our return policy, remorse returns are subject to return shipping costs as well as a 10% restocking fee. That said, you are always welcome to use your own carrier instead of the quote we provide. In most cases, our negotiated freight rates are lower than what customers are able to obtain directly, but we absolutely want you to have that flexibility. I do understand that return freight costs can be frustrating. However, in situations where the product arrived as ordered and there is no defect or damage, the return shipping costs are the customer’s responsibility. We simply aren’t able to absorb those carrier charges on the customer’s behalf for a standard return. - The Layla Grayce Team

Response from Layla GrayceJun 30, 2026

Hey Kayla, We’re sorry the stools were not what you expected. The frame finish is listed as gunmetal in the product details, though we understand that it can look darker or closer to black in some photos depending on lighting and screen settings. To confirm I show we did approve the return request. Since the stools arrived as ordered and the return was requested based on preference, the return freight would be the customer’s responsibility. I also wanted to make sure there was no confusion regarding the quoted cost, so we reviewed the email correspondence and the carrier’s estimated return freight for the six stools was approximately $400. I would be happy to have one of our managers touch base with you as well just to ensure everything with the return was handled correctly and see if there's anything else we can do to assist here. - The Layla Grayce Team

Response from Layla GrayceJun 1, 2026

Hey Karen, Thanks for your feedback — we understand how frustrating this situation is, especially when you were planning around a specific date for your event. While we do our best to provide accurate delivery estimates, those timeframes are not guaranteed and can occasionally shift due to factors outside of our control once an order is in transit. That said, we recognize that this delay impacted your plans, and we’re very sorry for the inconvenience it caused. I see both emails you sent in and where our team responded right away, but unfortunately we did not have the ability to speed up the delivery to meet your deadline. I know we fell short here and if there's anything else we can do to make things right, we will do our best. I will have a manager send you an email and ensure this is handled as best we can. - The Layla Grayce Team

Response from Layla GrayceMay 3, 2026

Hey Marcie, Thank you for taking a moment to leave us a review and I'm sorry you've had a poor experience with your return. I can see why that felt frustrating. The tough part here is that with White Glove delivery, the packaging gets taken away during setup, so once it’s gone, the item can’t be sent back as-is. Normally, items without packaging aren’t eligible for return at all, but we still worked to provide a return option in this case. I understand the return costs are high with our quote, but this is including having the items blanket wrapped and repackaged for safe return transit. An alternative would be for you to have the items repackaged yourself and we could reduce the return costs that way. If you have any other questions or concerns, please let us know. The Layla Grayce Team

Response from Layla GrayceMay 1, 2026

Hey Drew, Thank you for taking a moment to leave us a review. I do see here that your shipment is at the delivery hub and has been ready to schedule for delivery since 4/28. I'll have one of our order specialists reach out to you and ensure you are able to get your delivery scheduled right away. If you could, we would greatly appreciate a review update once you've taken delivery of the item. - The Layla Grayce Team