Residence SupplyReviews of residencesupply.com

The agent was be try helpful in fixing my issue and facilitating a prompt fix.

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.

Easy ordering, product is beautiful. Easy for our electrician to install. Solid product with quality components, you can feel the quality every time you turn on a light.

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.

Great customer service and exceptional quality product

Love the brass rotary dimmers. My electrician was impressed. We both felt the website cart got confusing when loading build your own items.

Faith was absolutely a pleasure to work through the issue with our broken light switch! Managed to get a replacement with less than a week without any additional costs.

I’m extremely impressed with how quick their response was to my issue! And it was resolved within close to 24 hrs from my initial email, pretty amazing!