Morgan_cbc
Difficult start, but flawless resolution in the end
I had a terrible experience with Residence Supply. I placed an order, and they held my funds for nearly three weeks before cancelling it without my consent, claiming a "stock issue." After negotiating a resolution, they attempted to charge me extra shipping fees, giving shifting explanations about warehouse locations. To make matters worse, they only disclosed at the very last minute that the lamp they wanted to send had a US plug, making it incompatible for European use out of the box. When I calmly asked for clarification regarding these contradictions, their customer service simply chose to cancel the invoice entirely and refused to fulfill the order. Shifting stories, poor inventory management, and a complete lack of professionalism. International buyers, beware. Update following delivery: After a difficult start, I want to acknowledge the excellent responsiveness of the customer service team (especially Johanna). They stepped in very professionally to turn things around. The company fully honored its commitments: the lamp was delivered quickly via UPS in perfect condition, with the EU adapter included, and all extra fees were taken care of. While it's a shame there was initial friction, the final resolution was flawless. Thank you for making things right.
Response from Residence SupplyJun 10, 2026
Hi Morgan, Thank you for taking the time to update your review and share your experience. First and foremost, we want to sincerely thank you for your patience throughout the process. We completely understand how frustrating the initial challenges were, and we truly appreciate the opportunity you gave us to address your concerns and make things right. While we regret the confusion and complications that occurred at the beginning, we’re grateful that our team was able to work with you toward a satisfactory resolution. It’s wonderful to hear that the lamp arrived quickly, in perfect condition, and with everything needed for use in Europe. Most importantly, we’re pleased that we were able to honor our commitments and deliver the experience you deserved. Your willingness to acknowledge the final outcome means a great deal to us. We believe that challenges can happen from time to time, but what matters most is how they are resolved, and we’re glad we were able to restore your confidence in us. Thank you again for your understanding, patience, and for giving us the opportunity to turn things around. We hope you enjoy your new lamp for many years to come. Sincerely, Residence Supply