Residence SupplyReviews of residencesupply.com

Response from Residence SupplyJun 17, 2024

Hello Susan, Thank you for sharing your feedback with us. I apologize for the disappointment you experienced with your recent purchase and return. Your insights are valuable as we strive to improve our products and services. I regret to hear that the product did not meet your expectations upon arrival. While we work hard to ensure our website accurately reflects our products, we understand that discrepancies can occur between online images and the actual item received. We are actively working to improve the accuracy of our product descriptions and photos to provide clearer representations of what customers can expect. Regarding shipping and packaging, I apologize for any inconvenience caused by delays and the materials used. We aim to provide timely deliveries and ensure that our packaging meets international shipping standards, but it appears we fell short in your case. Your feedback on the packaging materials is noted, and we will review our suppliers and processes to make necessary improvements. I'm glad to hear you received a partial refund, and I understand your concerns about the restocking fee. This policy is in place to cover the costs associated with processing returns, but we are always open to reviewing our policies to better serve our customers. Your feedback is taken seriously, and we are committed to addressing your concerns. If there's anything else we can do to assist you or if you have further feedback to share, please don't hesitate to contact our customer support team at +1 (786) 269-2675. We'll have one of our CSRs contact you directly to see how we can make things better for you. Thank you for allowing us the opportunity to improve and regain your trust. Residence Supply

Response from Residence SupplyJun 5, 2024

Hello Stacey, Thank you for bringing this to our attention. We sincerely apologize for the inconvenience you've experienced with your recent purchase. Your feedback is invaluable to us as we continuously strive to improve our products and services. To address your concerns and assist you promptly, could you please provide us with your order details, including the order number and any relevant information? With this information, we'll be able to investigate the issues you've mentioned regarding the fitment of the canopies, the color discrepancies in the cords, and the hardware sent. Rest assured, our team is committed to resolving this matter to your satisfaction. We understand your frustration and want to ensure that we make things right for you. Your satisfaction is our top priority. Once again, we apologize for any inconvenience this has caused, and we appreciate your patience and understanding as we work to resolve this issue for you. Please feel free to reach out to us directly with your order details, or you can provide them here, and we'll be in touch as soon as possible to assist you further. Best regards, Residence Supply

Response from Residence SupplyMay 30, 2024

Hello Lauren, Thank you for reaching out and sharing your concerns. We're truly sorry to hear about the trouble you've faced with your recent purchase. We totally get how frustrating it can be to deal with damaged items and delays in getting your refund. Allow us to clarify that your refund has indeed been processed for the returned item. However, it appears there may have been some miscommunication regarding updates on its status. We sincerely apologize for any confusion or lack of clarity in our correspondence. Our Product Manager has been diligently working to resolve this issue and attempted to reach out to you by phone to provide updates. Regrettably, it seems they were unable to reach you and left a voicemail instead. Please accept our apologies for any inconvenience this may have caused. If there is anything further we can assist you with or if you have any additional questions, please do not hesitate to contact us directly. Your satisfaction is important to us, and we sincerely appreciate your patience and understanding throughout this process. Residence Supply

Response from Residence SupplyMay 22, 2024

Hello Daniel, Thank you for sharing your feedback with us. We genuinely appreciate your taking the time to express your concerns. We're truly sorry to hear about your dissatisfaction with our Return Policy. We understand that encountering unexpected fees can be frustrating, and we want to address your concerns as best as we can. Our Return Policy is clearly stated on our website as we strive to be transparent to our customers: https://residencesupply.com/pages/return-policy Regarding the Restocking Fee, it's a standard practice in retail to apply such fees to cover the costs associated with processing returns. This includes shipping (which you were not charged for) inspecting, repackaging, and restocking the items back into inventory. While we strive to keep our fees as reasonable as possible, we understand that it can still be an unwelcome surprise for our customers. In your case though - upon checking, it shows that you've been almost fully refunded, with $321.14 returned to you out of the $356.82 you initially paid. This shows that we have promptly responded to your emails and you have not been charged of 50% Restocking Fee. We do take pride in our commitment to promptly address customer queries and resolve issues to the best of our ability. Once again, we apologize for any inconvenience you've experienced, and we truly appreciate your feedback. If there's anything else we can do to assist you or if you have further questions, please don't hesitate to reach out to our customer service team. Residence Supply

Response from Residence SupplyMay 19, 2024

Hello Biljana, We deeply regret any inconvenience and frustration you may have encountered during this process. Upon reviewing the details of your order and interactions with our team, it's apparent that there were challenges in meeting your expectations, particularly regarding the cancellation of your order. As per our policies, cancellations are typically processed within 1-2 days of order placement: https://residencesupply.com/pages/return-policy Unfortunately, by the time your cancellation request was made, your order had already been processed and was en route to you, rendering cancellation impossible through our standard procedures. However, in a sincere effort to accommodate your request, we made arrangements for the return of the item upon its delivery to you. We would like to clarify that we did not impose any restocking fee, contrary to our standard policy. Furthermore, we are more than willing to issue a full refund once the package arrives at our warehouse. We kindly ask for your patience during this process. We acknowledge the difficulties you've faced with the shipping label and communication with the carrier, and we extend our sincerest apologies for any inconvenience caused. Your feedback regarding our communication and support processes is invaluable, and we will be reviewing our procedures internally to prevent similar situations in the future. We have sent you the Shipping Label via email in which we have not heard back from you if the package has been successfully returned. Thank you for your understanding and patience. Warm regards, Residence Supply

Response from Residence SupplyMay 22, 2024

Hello Violetta, We're sorry to hear about the experience you've had, but it seems there may have been a mix-up as we don't sell hair toppers. It appears your review was meant for another company. We specialize in providing light fixtures and furniture, and we strive to ensure our products meet our customers' expectations. If you have any questions or concerns regarding our products or services, please feel free to reach out to us directly, and we'll be happy to assist you. Residence Supply

Response from Residence SupplyMay 22, 2024

Hello Marco, Thank you for bringing your concerns to our attention, and we appreciate your feedback. We apologize for any confusion regarding the delivery times stated on our website. Our aim is always to provide clear and accurate information to our customers regarding shipping and delivery expectations. As outlined on our website, we offer both Standard Free Shipping and Priority Processing options. For Standard Free Shipping, the handling time is 3 business days, with an estimated shipping time of 15-20 business days post-order. Similarly, for Priority Processing with Free Shipping, the handling time is also 3 business days, with a delivery duration of 10-20 business days post-order. https://residencesupply.com/pages/shipping-policy We are pleased to note that your order was successfully delivered on May 16th, which falls within the estimated delivery window. In fact, your order was delivered exactly 7 days after being placed on May 9th, which is even faster than the promised estimated delivery date. We understand the importance of transparency and reliability when it comes to shipping expectations, and we strive to meet or exceed those expectations whenever possible. If you have any further questions or concerns, please don't hesitate to reach out to our customer service team. We're here to assist you in any way we can. Sincerely, Residence Supply

Response from Residence SupplyMay 30, 2024

Hi Robin, Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience and frustration you experienced with your recent purchase. We understand how important it is to receive your order in a timely manner and in perfect condition. We regret to hear that the shipping process did not meet your expectations, and we apologize for any difficulties you encountered with tracking and communication. Your feedback regarding these issues is valuable to us, and we will use it to improve our services in the future. We are truly sorry that the chandelier arrived damaged and poorly packaged. Providing high-quality products and ensuring they reach our customers safely is a top priority for us, and we regret that we fell short in this instance. Regarding your refund, we apologize for any delays in processing. We strive to handle refunds promptly and efficiently, and we regret any inconvenience caused by the delay. Your experience is not reflective of the level of service we aim to provide, and we appreciate your patience and understanding as we worked to resolve the issue. We understand your decision not to purchase from us again, but we sincerely hope you will reconsider in the future. We are committed to learning from this experience and improving our processes to better serve you and all our customers. If there is anything else we can do to assist you or if you have any further concerns, please do not hesitate to contact us directly. Your satisfaction is important to us, and we are here to help in any way we can. Thank you for bringing this matter to our attention, and we appreciate the opportunity to make things right. Residence Supply