Residence SupplyResidence Supply specializes in masterfully crafted lighting fixtures that fuse artistry with functionality. Born from a local lighting aterlier in Miami, our designs enhance spaces, ensuring every room not only shines brighter but feels warmer. Experience the blend of passion, precision, and unparalleled aesthetics with each of our creations.Our hand-crafted fixtures are more than just products; they are an experience. From the moment you engage with us, you'll sense the difference. Personalized customer interactions, meticulous attention to detail, and a genuine care for your vision form the cornerstone of our ethos. Whether you're looking for a centerpiece or a subtle accent to a room, we strive to bring your imagination to life, infusing each space with warmth, elegance, and a touch of Miami's sun-kissed charm.
Residence Supply (residencesupply.com) has 653 customer reviews on Five Star Index, with an average rating of 3.8 out of 5.
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Consumer
I ordered a total of three orders. Two of which said items in stock and ready to ship. However, it took from order date of May 2 to May 29th. Unfortunately these didn’t meet my need after electrician got new home started install. I called and explained I need to return… I was rudely told it would be up to a 50 percent re-stock fee. Then once they saw it was over the 14 days the denied any all return. Poor customer service and I’ll not buy again.
Eugene C.
Stay away from them. Cheap Chinese materials that even not US standard. 50% restocking fee. I wish I read all this bad reviews before I placed my order
Response from Residence SupplyJun 17, 2024
Hello Eugene, Thank you for sharing your feedback, and I apologize for the disappointment you've experienced with your recent order. We aim to provide products that meet our customers' expectations in terms of quality and service, and it's disheartening to hear that we did not meet yours. I understand your concerns about the materials and the restocking fee. Our goal is to offer a wide range of products to suit various needs and preferences, which sometimes involves sourcing from different regions, including China. However, we hold our suppliers to stringent quality standards to ensure the products meet or exceed industry norms. Regarding the restocking fee, we have this policy in place to cover the costs associated with processing returns and ensuring returned items can be resold in pristine condition. However, we are always evaluating our policies based on customer feedback to see where we can make improvements. Your feedback is invaluable to us, and I apologize again for any frustration caused. If there's anything further we can do to address your concerns or assist you, please don't hesitate to contact our customer support team at +1786-269-2675 We'll be happy to have one of our CSRs reach out to you to assist you in resolving your concern. Looking forward to your Order Details and more information so we can assist you acordingly. Thank you for giving us the opportunity to improve. Residence Supply
Susan H.
Pictures are beautiful but very misleading website and waited a long time for a box from China that only had Chinese instructions and that cheap China styrofoam. I taped the box right up and took the % hit on restocking. They did actually refund me some money so that is the biggest plus. I am writing this review today because I saw a beautiful (fake photo) online today and thought I like that a lot. I started reading reviews on the light I purchased that I returned and they are all 5 star. No way!!!!! This company is Chinese and importing into LA and Miami and getting away with delivering junk to the American consumer.
Response from Residence SupplyJun 17, 2024
Hello Susan, Thank you for sharing your feedback with us. I apologize for the disappointment you experienced with your recent purchase and return. Your insights are valuable as we strive to improve our products and services. I regret to hear that the product did not meet your expectations upon arrival. While we work hard to ensure our website accurately reflects our products, we understand that discrepancies can occur between online images and the actual item received. We are actively working to improve the accuracy of our product descriptions and photos to provide clearer representations of what customers can expect. Regarding shipping and packaging, I apologize for any inconvenience caused by delays and the materials used. We aim to provide timely deliveries and ensure that our packaging meets international shipping standards, but it appears we fell short in your case. Your feedback on the packaging materials is noted, and we will review our suppliers and processes to make necessary improvements. I'm glad to hear you received a partial refund, and I understand your concerns about the restocking fee. This policy is in place to cover the costs associated with processing returns, but we are always open to reviewing our policies to better serve our customers. Your feedback is taken seriously, and we are committed to addressing your concerns. If there's anything else we can do to assist you or if you have further feedback to share, please don't hesitate to contact our customer support team at +1 (786) 269-2675. We'll have one of our CSRs contact you directly to see how we can make things better for you. Thank you for allowing us the opportunity to improve and regain your trust. Residence Supply
Stacey
Items shipped at different times and they refused to refund because one arrived a month ago but the others took 4 additional weeks to arrive. I thought I would be okay ordering from a company that claims to be based in the USA. They shipped canopies that do not cover US junction boxes, the cords were not the color as pictured, they sent black hardware instead of gold... when will the headaches stop? I'm about at my end with all of this, cute online, but save yourself the headache. It's not worth it. Edited to add: they sound like they might be helpful but nothing has been resolved. Now yesterday when my builder discovered he cannot find a bulb to fit in the lights I bought, they say E27 online but that's definitely not what kind of bulb fits in whatever they sent me. I can't believe lighting would be this hard. It's crazy. Still waiting on a response about the bulbs now. I just wish I could get my money back and move on. Instead, I'm going to spend my weekend driving to this house to see what the heck is actually happening.
Response from Residence SupplyJun 5, 2024
Hello Stacey, Thank you for bringing this to our attention. We sincerely apologize for the inconvenience you've experienced with your recent purchase. Your feedback is invaluable to us as we continuously strive to improve our products and services. To address your concerns and assist you promptly, could you please provide us with your order details, including the order number and any relevant information? With this information, we'll be able to investigate the issues you've mentioned regarding the fitment of the canopies, the color discrepancies in the cords, and the hardware sent. Rest assured, our team is committed to resolving this matter to your satisfaction. We understand your frustration and want to ensure that we make things right for you. Your satisfaction is our top priority. Once again, we apologize for any inconvenience this has caused, and we appreciate your patience and understanding as we work to resolve this issue for you. Please feel free to reach out to us directly with your order details, or you can provide them here, and we'll be in touch as soon as possible to assist you further. Best regards, Residence Supply
Lauren W.
My item arrived damaged and missing parts. I sent pictures and asked for a return. After making the return I have been contacting them for over 2 months asking for a refund and they just respond that "I am consistently following up on this matter with our Product Manager to issue your refund." however I never receive my refund or hear from said manager.
Response from Residence SupplyMay 30, 2024
Hello Lauren, Thank you for reaching out and sharing your concerns. We're truly sorry to hear about the trouble you've faced with your recent purchase. We totally get how frustrating it can be to deal with damaged items and delays in getting your refund. Allow us to clarify that your refund has indeed been processed for the returned item. However, it appears there may have been some miscommunication regarding updates on its status. We sincerely apologize for any confusion or lack of clarity in our correspondence. Our Product Manager has been diligently working to resolve this issue and attempted to reach out to you by phone to provide updates. Regrettably, it seems they were unable to reach you and left a voicemail instead. Please accept our apologies for any inconvenience this may have caused. If there is anything further we can assist you with or if you have any additional questions, please do not hesitate to contact us directly. Your satisfaction is important to us, and we sincerely appreciate your patience and understanding throughout this process. Residence Supply
Daniel R.
Terrible return policy. They charge you a 50% restocking fee for an unopened item! And you still have to pay the shipping back! Embarrassing and infuriating. If you see something you like, do yourself a favor and find the manufacturer and buy from them directly. WAY cheaper. I'll never buy from them again.
Response from Residence SupplyMay 22, 2024
Hello Daniel, Thank you for sharing your feedback with us. We genuinely appreciate your taking the time to express your concerns. We're truly sorry to hear about your dissatisfaction with our Return Policy. We understand that encountering unexpected fees can be frustrating, and we want to address your concerns as best as we can. Our Return Policy is clearly stated on our website as we strive to be transparent to our customers: https://residencesupply.com/pages/return-policy Regarding the Restocking Fee, it's a standard practice in retail to apply such fees to cover the costs associated with processing returns. This includes shipping (which you were not charged for) inspecting, repackaging, and restocking the items back into inventory. While we strive to keep our fees as reasonable as possible, we understand that it can still be an unwelcome surprise for our customers. In your case though - upon checking, it shows that you've been almost fully refunded, with $321.14 returned to you out of the $356.82 you initially paid. This shows that we have promptly responded to your emails and you have not been charged of 50% Restocking Fee. We do take pride in our commitment to promptly address customer queries and resolve issues to the best of our ability. Once again, we apologize for any inconvenience you've experienced, and we truly appreciate your feedback. If there's anything else we can do to assist you or if you have further questions, please don't hesitate to reach out to our customer service team. Residence Supply
BF
Order #835823 - order placed on March 31st, item was not shipped for over 30 days post order, when I inquired about the status, they said the item was in transit (and it wasn't). On May 3rd, I said I want to cancel the order and receive refund and was given runaround and false information ever since. Their policy states that cancellations and refunds can only happen prior to order being shipped, I request this on May 3 and the tracking item for this item indicates that the item was shipped on May 10th. Without success, I've tried to have them cancel and refund (May 3rd), intercept the shipment or refuse delivery (despite 3 notices posted that I am refusing delivery UPS still left package without any notice), I was accused by them of my frustration being unacceptable over all of this, of not cooperating to enable the return (USPS has confirmed that the item was picked up for return on May 17) and I was promised that my refund would be issued as soon as it's picked up. When I flagged that they didn't give me any labels for USPS pick up, they assured me everything was fine - I sent them a photo of label and confirmation I put on the box and they continued to insist that everything is fine. USPS has now contact me, said that they are missing the QR code to ship the item back and I've made Residence Supply aware of this and since then continue to have no response (one email and one phone call). They've guilted me into waiting further for the resolution saying they are a start up, which I understood and didn't want to complain publicly about this back on May 3rd. It's been now 48 days since my order, and 15 days since I requested refund which should have been honored originally since tracking item UPS proves shipment on May 10th. I continue to wait for my refund which should have been honored originally since I made the request 7 days prior to shipment. Update: It is now another 11 days since I posted this review. Residence Supply (after seeing my complaint) has provided me with return label and the item is confirmed to have been delivered back to them. My full refund remains missing and it's time to stop with this nonsense and issue my refund. I have jumped through all the hoops and runaround you've put me through over this - time to move on and get my money back.
Response from Residence SupplyMay 19, 2024
Hello Biljana, We deeply regret any inconvenience and frustration you may have encountered during this process. Upon reviewing the details of your order and interactions with our team, it's apparent that there were challenges in meeting your expectations, particularly regarding the cancellation of your order. As per our policies, cancellations are typically processed within 1-2 days of order placement: https://residencesupply.com/pages/return-policy Unfortunately, by the time your cancellation request was made, your order had already been processed and was en route to you, rendering cancellation impossible through our standard procedures. However, in a sincere effort to accommodate your request, we made arrangements for the return of the item upon its delivery to you. We would like to clarify that we did not impose any restocking fee, contrary to our standard policy. Furthermore, we are more than willing to issue a full refund once the package arrives at our warehouse. We kindly ask for your patience during this process. We acknowledge the difficulties you've faced with the shipping label and communication with the carrier, and we extend our sincerest apologies for any inconvenience caused. Your feedback regarding our communication and support processes is invaluable, and we will be reviewing our procedures internally to prevent similar situations in the future. We have sent you the Shipping Label via email in which we have not heard back from you if the package has been successfully returned. Thank you for your understanding and patience. Warm regards, Residence Supply
Violetta P.
I have had a very bad experience. I attempted to contact customer services to resolve the return of the product that was not as described - hair topper that was advertised as real 10% human hair but what I received was synthetic strands On contacting the helpdesk in an attempt to return goods not as described where have: - been told a return could be costly for myself - that I received correct product yet what I received is not human hair - never answered repeated requests for return address - proposed to return US$ 6, when the item cost around £34 in GBP equivalent
Response from Residence SupplyMay 22, 2024
Hello Violetta, We're sorry to hear about the experience you've had, but it seems there may have been a mix-up as we don't sell hair toppers. It appears your review was meant for another company. We specialize in providing light fixtures and furniture, and we strive to ensure our products meet our customers' expectations. If you have any questions or concerns regarding our products or services, please feel free to reach out to us directly, and we'll be happy to assist you. Residence Supply
