Residence SupplyReviews of residencesupply.com

Response from Residence SupplyDec 26, 2024

Hi Will, Thank you for your feedback. We’re sorry to hear about your experience and would like to address your concerns. First, we have requested your order information so we can look into this further and help get the issue sorted. Please rest assured, we do not engage in dropshipping. All of our products are manufactured in our own factories located in various locations across Asia and South America. Unfortunately, we’ve noticed that some websites are misusing our photos and claiming them as their own. This has caused confusion for some customers, and we are actively working to resolve this issue. We value your experience and would like to make this right. Once we receive your details, we will promptly assist you further. Thank you for bringing this to our attention and we'll be looking forward to receiving your Order Information. Sincerely, Residence Supply

Response from Residence SupplyDec 19, 2024

Hi there, Thank you for your feedback, and I’m sorry to hear about your disappointment with your purchase. We strive to provide accurate product descriptions, including dimensions, and I regret that the size did not meet your expectations. Regarding the restocking fee, our return policy, including any associated fees, is stated on our website to ensure transparency. I apologize if this was not clear during the purchasing process. Additionally, we understand that return shipping and insurance can be inconvenient, and we are continuously reviewing our policies to improve the customer experience. Your feedback is valuable to us, and we take it seriously as we work to enhance our products and services. Thank you for bringing this to our attention, and I’m sorry for the frustration this has caused. Sincerely, Residence Supply

Response from Residence SupplyDec 19, 2024

Hi Sharon, I’m truly sorry to hear about your experience, and I want to address your concerns directly. At Residence Supply, we take pride in offering handcrafted and customized products, and it’s disappointing to hear that your order did not meet your expectations. Regarding your feedback about the product’s condition, such as scratches and mold on the packaging, this is absolutely not the standard we hold ourselves to. If there were any issues with the quality or condition of your item, we would like to investigate further and make it right. Although our products are crafted in our overseas factories to meet the highest standards of quality and customization, our business operates out of Coral Gables, Florida, where we carefully manage and oversee all aspects of the production and shipping process. I regret if this was not made clear in our communication or on our website. I understand your frustration with the delays in getting assistance, and I apologize if you’ve felt unheard or misled. We take feedback like this seriously and are working on improving response times and customer support to avoid such situations in the future. Thank you for bringing this to our attention, and I’m deeply sorry for the inconvenience and frustration caused. Sincerely, Residence Supply

Response from Residence SupplyDec 19, 2024

Hi Jeff, I’m sorry to hear about your experience and want to address the concerns you’ve raised. At Residence Supply, we strive to provide high-quality products and transparent service, and it’s disappointing to hear that your expectations were not met. Regarding shipping, while we aim to offer expedited shipping whenever possible, some items may require longer lead times due to production and logistical considerations, especially for products that are freshly manufactured to order. I apologize if this wasn’t communicated clearly at the time of purchase. For returns, we understand how important it is to process them promptly. If you returned your item but did not receive your refund within the expected timeframe, this was not our intention, and I sincerely apologize for any delays. Thank you for bringing this to our attention, and I’m sorry again for the frustration caused. Sincerely, Residence Supply

Response from Residence SupplyDec 16, 2024

Hi there, Thank you for taking the time to share your feedback, and I am truly sorry for the frustration and disappointment you’ve experienced with your order. This is certainly not the experience we want for any of our customers. To clarify, all of our products are designed and manufactured by us, and we take great care to ensure the highest standards of quality. While we use international shipping services to deliver orders, I understand how delays or missing tracking details can cause confusion and frustration, and I sincerely apologize for the inconvenience this has caused. Regarding your order, I regret that the shipment was split without proper communication, and I apologize for the delay in providing tracking details for the remaining items. I’d like to assure you that we are investigating the issue with the undelivered pendant and working with our shipping partner to resolve this matter. Thank you for your feedback, and I apologize again for the trouble this has caused. We are committed to learning from this and ensuring better experiences for all of our customers moving forward. Best regards, Residence Supply