K J

Appalling Customer Service and Damaged Products - Kramerville

If I could give this company a 0 rating I would. I first used SHF in 2021 and received terrible customer service and damaged goods. The console table ordered was badly scratched which was then replaced by a console with skew legs. The third table delivered had the holes for the bolts at unequal positions. After a period of 8 months, a console table in good condition with no defects was received. The entire back-and-forth experience was a nightmare and SHF staff in-store have no sense of customer care. Now, in 2023 I thought I would give SHF the benefit of the doubt and order a bed and chair. The items took 6 weeks to deliver upon which they were both damaged. I returned to the Kramerville store and was advised by Roxanne that they needed to take both items with them. Having bought a new apartment, and waiting to move in once a bed is in place, a further 6 week wait time means paying for an apartment for another 2 months that I can't move into. Upon advising Roxanne of this, she stated that if they left the bed there they would charge me for an upliftment fee. The idea that a customer should be charged to deal with defective products is ridiculous as it is in no way my fault your lead time for products is 6 weeks. When mentioning that the chair had stains Roxanne stated "how can it be damaged it was made new" implying other products delivered are maybe not new and are repaired from previous orders. Suffice to say I would never recommend this company and will not be giving them another chance. The nonchalant attitude that the staff takes to queries is indicative that they don't care about the customer experience or product satisfaction.