Residence SupplyReviews of residencesupply.com

Response from Residence SupplyDec 19, 2024

Hi there, Thank you for your feedback, and I’m sorry to hear about your disappointment with your purchase. We strive to provide accurate product descriptions, including dimensions, and I regret that the size did not meet your expectations. Regarding the restocking fee, our return policy, including any associated fees, is stated on our website to ensure transparency. I apologize if this was not clear during the purchasing process. Additionally, we understand that return shipping and insurance can be inconvenient, and we are continuously reviewing our policies to improve the customer experience. Your feedback is valuable to us, and we take it seriously as we work to enhance our products and services. Thank you for bringing this to our attention, and I’m sorry for the frustration this has caused. Sincerely, Residence Supply

Response from Residence SupplyDec 19, 2024

Hi Sharon, I’m truly sorry to hear about your experience, and I want to address your concerns directly. At Residence Supply, we take pride in offering handcrafted and customized products, and it’s disappointing to hear that your order did not meet your expectations. Regarding your feedback about the product’s condition, such as scratches and mold on the packaging, this is absolutely not the standard we hold ourselves to. If there were any issues with the quality or condition of your item, we would like to investigate further and make it right. Although our products are crafted in our overseas factories to meet the highest standards of quality and customization, our business operates out of Coral Gables, Florida, where we carefully manage and oversee all aspects of the production and shipping process. I regret if this was not made clear in our communication or on our website. I understand your frustration with the delays in getting assistance, and I apologize if you’ve felt unheard or misled. We take feedback like this seriously and are working on improving response times and customer support to avoid such situations in the future. Thank you for bringing this to our attention, and I’m deeply sorry for the inconvenience and frustration caused. Sincerely, Residence Supply

Response from Residence SupplyDec 19, 2024

Hi Jeff, I’m sorry to hear about your experience and want to address the concerns you’ve raised. At Residence Supply, we strive to provide high-quality products and transparent service, and it’s disappointing to hear that your expectations were not met. Regarding shipping, while we aim to offer expedited shipping whenever possible, some items may require longer lead times due to production and logistical considerations, especially for products that are freshly manufactured to order. I apologize if this wasn’t communicated clearly at the time of purchase. For returns, we understand how important it is to process them promptly. If you returned your item but did not receive your refund within the expected timeframe, this was not our intention, and I sincerely apologize for any delays. Thank you for bringing this to our attention, and I’m sorry again for the frustration caused. Sincerely, Residence Supply

Response from Residence SupplyDec 16, 2024

Hi there, Thank you for taking the time to share your feedback, and I am truly sorry for the frustration and disappointment you’ve experienced with your order. This is certainly not the experience we want for any of our customers. To clarify, all of our products are designed and manufactured by us, and we take great care to ensure the highest standards of quality. While we use international shipping services to deliver orders, I understand how delays or missing tracking details can cause confusion and frustration, and I sincerely apologize for the inconvenience this has caused. Regarding your order, I regret that the shipment was split without proper communication, and I apologize for the delay in providing tracking details for the remaining items. I’d like to assure you that we are investigating the issue with the undelivered pendant and working with our shipping partner to resolve this matter. Thank you for your feedback, and I apologize again for the trouble this has caused. We are committed to learning from this and ensuring better experiences for all of our customers moving forward. Best regards, Residence Supply

Response from Residence SupplyDec 16, 2024

Hi there, I’m sorry to hear that you were dissatisfied with your experience. We take great pride in the quality of our products, as all of them are manufactured by us to meet high standards. However, I understand that we may not have met your expectations, and for that, I truly apologize. Thank you for your feedback—it helps us improve and ensure better experiences for all of our customers. Best regards, Residence Supply

Response from Residence SupplyDec 16, 2024

Hi there, Thank you for your feedback, and I’m sorry to hear about your experience. I want to take this opportunity to address your concerns. First and foremost, I want to clarify that all of our products are manufactured by us, adhering to high standards of quality and craftsmanship. We are proud to provide products that meet the needs of both trade designers and individual customers alike. In terms of shipping, while we manufacture our products in-house, we do use international shipping logistics to deliver orders, which can sometimes result in delays. I understand how frustrating that can be, and I truly apologize if this impacted your experience negatively. Regarding your customer service concerns, I regret that we did not meet your expectations. Our team is dedicated to providing helpful and reliable support, and I will personally review this situation to ensure we address any shortcomings. Thank you for bringing this to our attention, and I sincerely apologize for any frustration or inconvenience caused. Best regards, Residence Supply

Response from Residence SupplyDec 16, 2024

Hi there, Thank you for bringing this to our attention, and I want to sincerely apologize for the frustration and inconvenience you’ve experienced. I completely understand how disappointing it is when things don’t go as expected, and I appreciate the opportunity to address your concerns. To clarify, your order was placed before Canada Post announced their strike, and unfortunately, we had no control over the delays that occurred once the package was in their network. While we do our best to ensure timely delivery, shipping delays due to external factors like strikes are beyond our control. I understand how frustrating this must be, especially with the holidays approaching. Regarding your request to have all items shipped together, I sincerely apologize if this was not handled properly on our end. I will review this with the team to ensure clearer communication and proper follow-through in the future. I also want to acknowledge the difficulty you’ve had trying to reach us and the delays in follow-up. This is not the level of service we strive to provide, and I will address this internally to prevent similar issues moving forward. That said, I’d like to work with you to resolve this matter as quickly as possible. I’ve flagged your concern with our team, and I will personally ensure you are contacted to discuss next steps, whether that’s continuing to monitor the Alpine wall light’s delivery or finding an alternative solution. Once again, I sincerely apologize for your experience and appreciate your feedback, as it allows us to improve. Thank you for your patience and understanding. Best regards, Residence Supply

Response from Residence SupplyNov 30, 2024

Hi there, I’m truly sorry if that message caused any frustration—that was not our intention. We do not ask for tips, and I completely understand your concern. Could you kindly provide your order number so I can assist you further with any issues or questions you may have regarding your order? Thank you, and I look forward to hearing from you soon. Sincerely, Residence Supply