Residence SupplyReviews of residencesupply.com

Update. 6/28/26 It’s actually gotten worse. We have now been told to hire an electrician to replace the driver, at our expense. So we did. Abd the replacement driver they sent us doesn’t FIT IN THE LIGHT! It’s been 8 months now. They refuse to simply return and replace the light, even though I’ve asked for the replacement to be a level down. So my rating is now even lower. ******* 5/13/26 I’m hopeful I can change my rating soon, but I am absolutely frustrated by the process. The light itself is beautiful. Whoever I’m corresponding with is attentive, and gives he a status update about 2x per week for the last 6+ months, both during the shipping, installation and problems. HOWEVER, I have sent video proof that the light malfunctions and even got a response that they’d give me a 20% refund as well as send a new part. THEN within 12 hours both of those offers were rescinded and I was told there was no issue. I was shocked. I responded and reminded them I have rights as a customer and rescinding the offer was not acceptable. Then they responded by sending me directions AGAIN, about pairing the remote to fix the issue. They also noted for the first time, that this light was “not compatible with a wall switch” which is simply not a practice here in the US. Pretty much, if you lose the cheap remote or it stops working for any reason, the $700 light will then be obsolete because the wall switch will not allow the light to function as designed. I then sent them ANOTHER video showing the issue as the light flickered on and off and changed from 3000 to 6000 on its own while the remote sat untouched. They responded and said they’d look into it AGAIN. I’ve come up with many solutions, the easiest one being sending me a label to return the faulty light and send me the same light but without all the options I paid for that CAN work with a wall switch (and is actually cheaper than the one I purchased) but they continue to delay. I have over 50+ messages from this company so documenting the practices will not be hard. I’m giving them one more week and in the meantime, decided to try and share my experience here and hope they finally do the right thing.

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.

Don’t buy from this people their customer service is the worst and their product is fake material ! Stay away from this

Residence Supply is a dropshipping scam operation. Everything is fake: their marketing (handcrafted is a lie), their reviews (on their website, Reddit, and trust pilot), and I suspect their customer service agents too (AI bots). I paid $700 for a Rasu floor lamp. I received a model that does not even exist on their website. It looks like a knock-off of a Temu knock-off. Not only it was a different model, no instructions were included and a part was already scratched. Their customer service takes 24h-48h for any kind of reply or follow-up. They will press you for a replacement. Said mine would have to be shipped from an "overseas warehouse". That's interesting for a hand crafted Florida business. TLDR: run away and avoid this dropshipping scam. They are buying aliexpress/temu items and repackaging them with a 2000% markup. I am about to block the charge on my credit card as they are not replying for a return form.

The products are very cheap and flimsy, barely worth a fraction of the price they charge. They spend much more time replying to reviews on websites like this than they spend delivering quality products. There is no communication after ordering. This is cheap Chinese garbage. Do not be deceived.

I have been waiting for over a month even though it said 2 weeks delivery, only a paid bot would say they have good customer service. All they tell me is we'll reach the warehouse and update you. Cell service must be pretty weak at that warehouse since Jennifer keeps telling i need to find out what's going on but sadly never does. ** Update. Wrong light arrived. Completely different from what I ordered. Company is not answering my emails and if you try to do return online they charge $140.00 fee even though they sent me Completely different light. **Update:** Today marks exactly one full month since I placed the order. After the initial review, they immediately found all the missing pieces. Now comes the “fun” part—it’s being shipped directly from Wuhan, China. Meanwhile, the website originally said it would be delivered by March 1st.

During a sales event just after Thanksgiving last year, we purchased a Fadl pendant lamp from Residence Supply for $387.00. Full list price is $460. At the time, this fixture was listed as being in stock and available to ship. It was purchased after an extended conversation over chat to clarify discrepancies on the website as it presented multiple, conflicting sets of dimensions for the fixture. There was no communication for a week after so we reached out to Residence Supply customer service. At that time we were told that the fixture was backordered and there would be no shipment for some months. We resolved to be patient but were disappointed in the lack of transparency and failure to communicate on the part of Residence Supply. We were charged on 12/29/26 for the order. Turns out it shipped from China directly and was not received here in New York until 1/23/26. Immediately upon unpacking, we noted that there was a scratch through the painted on coating that was intended to simulate true “milk glass”; it also was evident that it was unevenly applied with some bubbles at the top of the fixture. Again, we were disappointed in the quality but thought we could make it work if the scratch was oriented towards a corner in the room. With the fixture installed, however, we discovered that half of it does not illuminate and could not possibly illuminate as the light bulb is blocked from the upper half by a metal plate. None of this was apparent in the slickly designed website images advertising the product. The fixture was taken down, repacked in the original packing and box, and we reached out to Residence Supply for a return. That was on 2/7/26. We provided photos of the bubbles in the painted on finish and of the scratch. Residence Supply promptly followed up that same day requesting photos showing that the fixture was dark on top—this, of course, we did not have but by design, with an opaque plate in the middle, there could be no other possibility. I expressed such in my reply of 2/8/26, and again, received a prompt, if canned, reply saying that the “Production Team” was reviewing the case and they’d be in touch soon. I followed up again on 2/11/26. Canned response stating same: “Production Team” reviewing. This was reinforced in another AI sounding message on 2/13/26: they were “closely monitoring” my case and were still awaiting news from the “Production Team”. Ten days in, on 2/17/26 I again emailed stating my extreme dissatisfaction and, indeed, disbelief, that Residence Supply was not honoring its own return policy and refusing to provide a return authorization for a fixture that was not only of inferior quality—by both design (the metal plate blocking light) and quality (the poorly applied milk glass simulation coating)—but was also damaged when it arrived here. In response I received the same kind of canned email responses on 2/18/26, 2/20/26, and 2/25/26—all after my specifically stating that such communications did nothing but exacerbate my frustration. It is now 3/2/26 and still we have no return authorization that was first requested on 2/7/26 for a poorly made, damaged light fixture originally ordered in November of the previous year and received three months later. Residence Supply seems to be a sham, overcharging for cheap fixtures from China made to look very slick on their website. The customer service is nightmarish in its dystopian, canned communications made all the worse by their repetition and empty expressions of empathy. I do not know if we’ll ever get our money back. I don’t want to even look at the fixture out of sheer frustration. I just hope this missive helps others avoid such an awful experience.

I placed an order with Residence Supply on November 28, 2025, and heard nothing for months. Only after I followed up was I told that my order had been placed on hold due to a pricing error on their website and no one bothered to inform me. Apparently, items were listed incorrectly, and instead of honoring the price that was advertised and charged, they simply froze the order without communication. That is completely unprofessional. If a company makes a mistake on their website, that is their responsibility. Most businesses stand behind their pricing errors and honor them because reputable companies pay for their mistakes. The lack of transparency, communication, and accountability is unacceptable. Buyers should be aware that even after placing and paying for an order, it may not be fulfilled if the company later decides they mispriced something. Proceed with caution.