Residence SupplyReviews of residencesupply.com

Be prepared to wait a long time to get your product as it comes from China! We ordered it on May 11th and didn’t receive it until September. The main reason I gave this company 3 stars is because we were never able to get the chandelier we ordered to work. I will say that customer service (Faith and Jennifer) communicated very well throughout the process of troubleshooting. They sent a new part but it still didn’t work. They eventually did give us a full refund in October, which we appreciated!

Return Labels should be provided when exchanging items.

UPDATED REVIEW I am updating this review to 3 stars, from 1 star. Make no mistake: this started in early February. It was not fully resolved until the end of May. That is almost four months. Four months is way too long. The original experience was bad. Items were marked delivered when they were not. Items were missing. Replacements took time and effort. Then one of the stone lamp pieces arrived damaged. The first response made it worse. I was told the damage looked like normal marble variation. It did not. It looked damaged to me. It looked damaged to everyone who saw it. But the replacement stone finally arrived. It was in great condition. It was packaged much better. That part was handled well. The reason I am changing this review is Johanna. She was kind. She followed up. She listened. She took the issue seriously. Her customer service was excellent. I was ready to stop shopping with Residence Supply. Johanna may have changed that. Still, the company needs to fix its fulfillment and execution. A customer should not have to spend nearly four months getting basic order problems fixed. This became a 3-star review because of the recovery. Mostly because of Johanna. ORIGINAL REVIEW I really wanted my experience with Residence Supply to work out, but it has been genuinely sad and upsetting. I placed an order in early February that turned into months of problems. First, a large portion of the order appeared as delivered even though I had only received one wall lamp. Residence Supply had to escalate and replace the missing items. Then, after the replacement arrived, one of the Sakhra wall lamps had visibly damaged stone: chipped, scraped, and worn away in multiple areas. I bought two of the same lamp, and the difference is obvious. One is pristine. The other looks damaged and awful next to it. Everyone who has seen it has commented on how bad it looks. Instead of taking responsibility, Residence Supply told me their Product Manager could not identify damage and characterized the issue as “slight dents” or normal natural variation in marble. That response made me feel sick to my stomach. This is not veining, coloration, or natural variation. It is physical damage to the face and edge of the stone. This has been especially frustrating because this was not an isolated issue. In a very short time as a customer/member, I have had to contact support repeatedly about missed packages, replacement issues, damaged shipments, return complications, and fees. At one point, I was even told about restocking/return-related fees despite the fact that these problems were not caused by me. The whole experience has made me genuinely sad and sick to my stomach. I spent significant money with this company and tried hard to keep the relationship positive, but the repeated issues and lack of concern have been awful. I cannot recommend Residence Supply based on this experience. When something goes wrong, the customer should not have to fight this hard just to be taken seriously.

took a long while to confirm my order and get the product, product knobs were not real brass and felt like plastic not as luxe as presented for the cost but now committed to using them and will have to order more to finish the product to avoid a loss spend thus far

Customer service was very responsive. The custom packaging was done very poorly. The Styrofoam broke on the corners and the custom inserts and the box was fairly beaten up by the time it arrived.

We received the item. We are unable to give it five stars yet because we have not installed it and it won’t be installed for several months.

Nous avons acheté 3 interrupteurs rotatifs en brass (4 gang) il y a 6 semaines et nous les avons tjs pas reçu. Nous avons des suivis réguliers mais c’est très long. Apparemment le tout est pris aux douanes. En voyant commentaires plus bas je suis un peu inquiète car le tout n’arrive pas ou arrivé de mauvaise qualité? Nous avons aussi acheté un protège porte en brass qui a été reçu assez rapidement (2 semaines) qui est de bonne qualité. Malgré les suivis réguliers des employés par email, je demeure septique..

I’m not sure what to give them yet , I’m waiting for them to sent out my chandelier and is just sitting there with a label created with fedex and not moving . What I’m I suppose to think . I guess they are not in a hurry , hope they are legit . If they do a good job I’ll change my rating , if they don’t I’ll let you know , looking like is just sitting there , hope is not a rip off . And I though they were in Miami and they are not ?????????