Kat
Poor packaging and shipping, fair customer service. Good product.
Although the product is good and the price is right, there were no assembly instructions or parts list in the box and the packaging provided little to no padding, so one shelf was bent as a result. Additionally, the long box the posts/legs were in had been split in half and the shipping service had to tape the parts together inside the two halves of the box. I contacted customer service and asked for an email address so I could send photos of the damaged packaging and shelf. I also requested that I receive a reply with a parts list and/or instructions attached so I could make sure no parts were missing. The customer service representative obliged, but that's as good as the customer service got. I asked for the replacement shelf to be overnighted because I needed it right away. I tried to confirm numerous times in both telephone and email communication that this would be done, but the representative only ever said they'd do their best to get it to me ASAP. It arrived 3-4 days later. Furthermore, I was asked to leave the damaged packaging and damaged shelf out for FedEx to pick up. When we arrived home that evening, the shelf was gone, but FedEx left the box in the pouring rain, to become a mushy mess on our lawn.
Response from Shelving SmartAug 16, 2016
Ms. Thompson, we are always trying to improve our packaging to prevent things like this from happening, as of today we have changed and upgraded our shipping boxes. Unfortunately we are not in control for what happens to your package after it leaves our warehouse and the fact that they left trash on your lawn is unacceptable, we had no knowledge of this until today. Assembly instructions are always included in every shipment and can be found on our website, replacement parts were placed on our rush queue and were shipped as the same day you informed us of the problem. Again we apologize for the experience you had shopping with us and I hope you give us another chance, we strive to improve every day. Sincerely, Sebastian D., General Manager.