Residence SupplyReviews of residencesupply.com

Response from Residence SupplyJun 18, 2025

Hi Beth Guastella, Thank you for your feedback, and we’re sorry to hear about your experience. Upon checking, your order was placed on December 2, 2024, and delivered on December 11. As stated in our Return Policy, customers have 14 days from the date of delivery to initiate a return or exchange. You can view the full policy here: https://residencesupply.com/pages/return-policy Unfortunately, your request falls well outside of this return window. While we truly wish we could accommodate every request, we must follow the policy consistently to ensure fairness across all orders. We appreciate your understanding and are here if you have any other questions or concerns. Sincerely, Residence Supply

Response from Residence SupplyMay 21, 2025

Hi Jesse, Thank you for sharing your experience, and I’m truly sorry to hear about the issue with your switch. We completely understand how frustrating it can be when something doesn’t last as expected. Upon checking your order, we’ve confirmed that extended warranty coverage was not purchased. Since the damage occurred beyond our standard 30-day return period, it unfortunately wouldn’t be covered under our policy. Please refer to our policy here: https://residencesupply.com/pages/return-policy We do take product quality seriously, and we’re always looking for ways to improve. We appreciate your feedback and are here if you have any further questions or concerns. Sincerely, Residence Supply

Response from Residence SupplyMay 21, 2025

Hi Chris, Thank you for your feedback, and we're sorry to hear about the confusion with your order and return. As outlined in our return policy, returns that are not due to a manufacturing defect are subject to a restocking fee of up to 50%, which helps cover handling, packaging, and processing costs. Please refer to our Return Policy here: https://residencesupply.com/pages/return-policy To better understand what was received and assist you further, could you please send us photos of the items you received? We’d love to take a closer look and see how we can best help. Sincerely, Residence Supply

Response from Residence SupplyMay 13, 2025

Hi Michelle, We're really sorry to hear about your experience—this isn’t the level of service we strive to provide, and we truly appreciate the opportunity to make things right. For reference, it is stated on our website that all returns not due to a manufacturing defect are subject to a restocking fee of up to 50%. This helps cover the cost of shipping, packaging, and inspecting the item for resale. It’s also noted that customers are responsible for the cost of the return label unless the item is covered under warranty or confirmed to be defective. You can view our full Return Policy here: https://residencesupply.com/pages/return-policy We’re here to help, and we’ll do our best to make this right for you. Sincerely, Residence Supply

Response from Residence SupplyMay 7, 2025

Hi Ruth, Thank you for your feedback, and we're very sorry to hear about the condition of your delivery. We’ve sent a response to your email regarding the cracked bulbs—please reply to that message so we can proceed with sending replacements right away. Just to clarify, we manufacture our own products and shipped your order within our standard shipping timeframe. The delay you experienced was due to factors beyond our control, including courier delays and customs clearance, which can occasionally extend transit times. We look forward to your reply so we can resolve this promptly. Sincerely, Residence Supply

Response from Residence SupplyMay 5, 2025

Hi Ryan, Thank you for sharing your feedback. We’re sorry to hear about your concerns regarding the wiring and return policy. Please note that our switches are certified and approved for use. While the wiring colors follow international standards, they function properly and safely when installed by a licensed electrician. Regarding the restocking fee, this is in place to help cover the cost of packaging, labor, and return shipping back to our warehouse. We understand it can be frustrating, but it’s necessary to support the handling of returns efficiently. To assist you better and help with the installation, could you please provide your order number? We’d be happy to review the details and guide you through the next steps. Looking forward to your response. Sincerely, Residence Supply

Response from Residence SupplyApr 28, 2025

Hi Shirin, Thank you for your feedback, and we’re sorry to hear about your experience. We’d like to clarify a few points: We have sent the UL certification to you via email, and we also offered a replacement for the item, which you declined. Our goal has always been to resolve this issue fairly and promptly. Additionally, we’ve reviewed our records and can confirm that there was no request made to speak with a supervisor. Our team is fully based in Miami, and our Customer Service Department is in-house—not outsourced. We have already sent you a return label and we will process your refund once the return is received. We remain committed to assisting you. If you're open to it, we’re happy to continue working with you to find a resolution. Sincerely, Residence Supply

Response from Residence SupplyApr 25, 2025

Hi Ace, Thank you for sharing your feedback. We sincerely apologize for the delays and the frustration this has caused, especially given the importance of your project. Residence Supply proudly oversees the design and production of our own products to ensure quality and craftsmanship in every piece we offer. Due to ongoing enhancements to our 3-way dimmer models, there have been unexpected production delays that impacted the original timeline. We truly regret any disruption this has caused to your project. Our team is working closely with our Production Department to prioritize outstanding orders, and we are committed to keeping you updated every step of the way. We are currently reviewing your order details and will prioritize finding the best solution to help you complete your project as soon as possible. We truly appreciate your patience and the opportunity to make this right. Sincerely, Residence Supply