Residence SupplyReviews of residencesupply.com

Return Labels should be provided when exchanging items.

BEWARE- DO NOT RISK BUYING FROM THIS COMPANY! I purchased a Dandelion chandelier from RS. It took over five weeks to arrive, but that’s not my problem with the company- the delay was explained at the time of purchase. My chandelier was beautiful after assembly; however, when preparing to install in my space, the security/safety cable fell out of its housing on the main globe of the chandelier. This prevented me from safely installing it. When I initially contacted Residence Supply on March 28, 2026 via email, it took three days for someone from RS to respond (March 31, 2026)- the response was apologetic in nature, and assurance was given explaining that my concern had been escalated to their production team with a request for a replacement chandelier. Excellent! They simply requested photos of the defective part, which I complied with on April 6, 2026- delayed due to my work travel schedule. I didn’t not receive a reply acknowledging receipt of the requested photos for two days prompting me to reach out again on April 8th. The same representative responded same day with an apology, stating the same exact language from the earlier apology email saying that my concern has once again been escalated to their production team. She proactively emailed me again on April 10th saying that she has reached out to the production team again looking for updates, but has no new information. On April 11th she emailed me back stating, “ I have heard back from our production team, and they mentioned that in order to resolve the issue, we will be sending 1 piece of safety rope as a replacement. Please find the replacement video attached for your reference.”- the video referenced in her email must have been shot on a 1990s cell phone because the quality was grainy making it difficult to see the tiny area the safety rope was attached to; also, in the video, it was not the exact same chandelier I had purchased. Additionally, the gentleman providing visual and vocal instructions was speaking a foreign language. I responded to this email expressing the concerns and let her know that I didn’t feel comfortable with this as a solution. I requested a replacement chandelier once again- a simple exchange request. I didn’t hear back for three days when I finally reached out again. I received a response a day later- April 15th saying she was urging the production team to move forward with a replacement. This emailing back and forth with this individual carried on from April 15th through present day May 12, 2026 with still no solution- 18 additional emails exchanged between me and the representative after this, all with assurances that they were working on the issue. They have been stringing me along with the same apology tone and claim that they are working with the production team to send a replacement. I have requested a refund, and nothing gets done. I have given them every chance to do the right thing to the point that I am now furious and writing this review to warn others to steer clear of this company! If you expect any level of service after the sale, you can forget about it, it’s not something that Residence Supply provides. Poor quality and unsafe products, no service after the sale, polite, but useless representatives. ZERO resolution to customer service issues. I have never been treated like this by a company. So disappointing, on every level. You can find similar style dandelion chandeliers from far and away better companies.

Generally good but wait times can be long.

Initially, I had difficulty placing an order and Ruffa from customer service was most helpful. My order arrived about a week later and one part was wrong. Ruffa again expedited my receiving the correct parts. I took one star off because I wish delivery was faster and because the part of the order was I correct. Customer service is very responsive.

Everything came that I ordered.

I had a broken part on my light switch and Residence supply replaced it right away. Thank you so much!

UPDATED REVIEW I am updating this review to 3 stars, from 1 star. Make no mistake: this started in early February. It was not fully resolved until the end of May. That is almost four months. Four months is way too long. The original experience was bad. Items were marked delivered when they were not. Items were missing. Replacements took time and effort. Then one of the stone lamp pieces arrived damaged. The first response made it worse. I was told the damage looked like normal marble variation. It did not. It looked damaged to me. It looked damaged to everyone who saw it. But the replacement stone finally arrived. It was in great condition. It was packaged much better. That part was handled well. The reason I am changing this review is Johanna. She was kind. She followed up. She listened. She took the issue seriously. Her customer service was excellent. I was ready to stop shopping with Residence Supply. Johanna may have changed that. Still, the company needs to fix its fulfillment and execution. A customer should not have to spend nearly four months getting basic order problems fixed. This became a 3-star review because of the recovery. Mostly because of Johanna. ORIGINAL REVIEW I really wanted my experience with Residence Supply to work out, but it has been genuinely sad and upsetting. I placed an order in early February that turned into months of problems. First, a large portion of the order appeared as delivered even though I had only received one wall lamp. Residence Supply had to escalate and replace the missing items. Then, after the replacement arrived, one of the Sakhra wall lamps had visibly damaged stone: chipped, scraped, and worn away in multiple areas. I bought two of the same lamp, and the difference is obvious. One is pristine. The other looks damaged and awful next to it. Everyone who has seen it has commented on how bad it looks. Instead of taking responsibility, Residence Supply told me their Product Manager could not identify damage and characterized the issue as “slight dents” or normal natural variation in marble. That response made me feel sick to my stomach. This is not veining, coloration, or natural variation. It is physical damage to the face and edge of the stone. This has been especially frustrating because this was not an isolated issue. In a very short time as a customer/member, I have had to contact support repeatedly about missed packages, replacement issues, damaged shipments, return complications, and fees. At one point, I was even told about restocking/return-related fees despite the fact that these problems were not caused by me. The whole experience has made me genuinely sad and sick to my stomach. I spent significant money with this company and tried hard to keep the relationship positive, but the repeated issues and lack of concern have been awful. I cannot recommend Residence Supply based on this experience. When something goes wrong, the customer should not have to fight this hard just to be taken seriously.

The switches are great. Well-built, beautiful, and a standout for a typically unseen utility.