Anonymous
map-marker Waynesboro, Virginia

I want my Christmas tree

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Has never been deliver promises have been made They also called me a pissed off customer I just want what I ordered They are rude and uncaring

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User's recommendation: You may not ever get your order so be careful

Daria E Dsc

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What sell is not what it is. I purchased a nice bedside table, the description stated the top is made of solid wood. However, when I spilled water it became obvious that Birchlane doesn't do a check o

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Birch Lane - What sell is not what it is. I purchased a nice bedside table, the...
Birch Lane - What sell is not what it is. I purchased a nice bedside table, the... - Image 2
Original review Jun 17, 2024

What they sell is not what it is.

I purchased a nice bedside table, the description stated the top is made of solid wood, this was the highlight as I trust solid wood quality long term due to its durability.

However, when I spilled water - it fell apart, the top layer detached and showed that it is not solid wood but particle board. It became obvious that Birchlane doesn't do a check of products or descriptions - because the tabletop was made of cheap particle board that instantly fell apart.

If the description would have said it is particle board, I wouldn't have had paid for this table because the value would be cheaper, or I would expect it to fall apart.

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Loss:
$199
Pros:
  • Fast customer support but 0 solution
Cons:
  • Lies in product description

Preferred solution: Either a discount to replace my item or replace it fully.

User's recommendation: Make sure you buying what it says

Rakel Wln
map-marker New York, New York

Horrible customer service I can’t get a Straight answer and I can’t speak to anyone in person so no my issue has not been resolved

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I need to return something I want your return address so I can send it back myself using my own label but every time I chat with the employer It tells me to pay five dollars give them my credit card and join some thing and Im not joining anything.

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User's recommendation: Don’t shop here

Pebble Rrc

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Verified Reviewer

Waiting for a response, I ordered 17 June , I've had the order is on its way email, I've messaged them 3 times and not had a single reply and still NO delivery

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1. They could reply to emails.

2. Make more contact if the order really is out.

3. Deliver my item.

Make more contact.

Answer their emails.

Do better.

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Loss:
$41
Cons:
  • No contact
Anonymous
map-marker New York, New York

10% not applied to my order.

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Mistakenly my new customer 10% savings for signing up to receive email/text was not applied to my order. Birch Lane fixed this issue extremely fast. Thank you BL!

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User's recommendation: Of course I would recommend to other future customers.

Anonymous
map-marker Centerville, Massachusetts

Customer service lies and say they will change shipping address

Called right after I ordered a rug. Said they will change the address no problem.

Then get an email that they can't and they will send me a return label and charge me $60 for return.

Eventhough they told me they wld change the address. THEY DO NOT WORK WITH THE Customer and have no customer service.

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User's recommendation: Don't buy from this store -- you will regret it

Tykeria Yiq

Wish you had samples of rugs

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Wish your company had samples of rugs so my section was made easier. I wantwd To purchase 4 rugs but without knowing what they look like in person I cant take that risk.

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Preferred solution: Samples

User's recommendation: Possibly

Karol ann S

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Verified Reviewer

Awaiting 3rd shipment of damaged item

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2 deliveries within one week of a damaged vanity. The delivery people opened upon delivery and assured us after first damaged one they would not send another unless it was checked first.

That did not happen and the second delivery was damaged worse than first. And to clarify the shipping team did remove the box and took the vanity away immediately. I was later asked why I didnt t take a picture myself and honestly thought Wow- now I have to prove it? I had to follow up with them and was only able to chat via text only of which they would not give me a phone number to speak to someone directly.

At some point companies will realize it only makes customers more upset and dissatisfied.

I had to use the Google search engine to find pissed consumer. That should sum up experience with Birch lane.

Had I not liked the product and had difficulty sourcing I would cancel and never shop again! I am awaiting 3rd delivery but if it is damaged again - shame on me I guess.

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Loss:
$200

Preferred solution: Apology

Ann M Idn

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Verified Reviewer

The driver was delivering a piece of furniture before the time window we were given. We met him driving away He refused to turn around and make the delivery

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Horrible. The rep spoke in very broken English.

He could not arrange for the driver to return. We still have no idea if we will get the cabinet that we paid for.

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Preferred solution: Deliver product or service ordered

User's recommendation: Do not purchase furniture that must be delivered

Terri M Vjq

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Verified Buyer
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Defective merchandise

Birch Lane - Defective merchandise

I purchased three Frosted Berry Pre-Lit Swags from Birch Lane on October 21, 2023. When I opened them just after Thanksgiving to hang them, I found that one had a defective battery box.

The batteries would not fit. I called customer service to see about replacing the one, but was told that I was out of the warranty period. I didn't want to return an item, I just wanted an item that worked. Within the past week, a second battery box has become defective.

I am left with three carriage lamps, two defective Birch Lane Frosted Berry Swags and one lowly lonely swag.

I am very disappointed with Birch Lane. Their customer representative was very cordial, but could do nothing for me.

I guess it does not pay to make sure you can get the items you need in time to decorate because it might be too late to return them if there is a problem. Next time, I'll shop local.

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Loss:
$40
Pros:
  • Good selection
  • Fast delivery
Cons:
  • Bad policy for defective holiday merchandise

Preferred solution: Replacement of defective materials

User's recommendation: Try (and use) any item that is electrical as soon as you receive it.

Anonymous
map-marker Saint Petersburg, Florida

The chair seems pitched wrong. The back of the chair is rounded, high in the middle. Pitches you forward. I’m contemplating asking you to pick it up. Have you had other complaints with this chair?

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I see where my purchase- not delivered yet - went on sale and I would like for you to honor the sale price.

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Anonymous
map-marker Venice, Florida

Poor Communication pathways

Its is very difficult and I have not had success getting in touch with customer service to ask a few questions. Very Frustrating. The phone tree does not seem to work at your company

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Jess V Oap

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Verified Buyer

Problem with couch

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Birch Lane - Problem with couch
Birch Lane - Problem with couch - Image 2
Birch Lane - Problem with couch - Image 3
Birch Lane - Problem with couch - Image 4
Birch Lane - Problem with couch - Image 5
Birch Lane - Problem with couch - Image 6

$3000 outdoor couch completely destroyed in five months.

We set it up in March and keep cushions inside during rain. They are all falling apart and look horrible.

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Loss:
$3000
Pros:
  • Some products are decent value
Cons:
  • Expensive couch i bought is completely destroyed

Preferred solution: Full refund

User's recommendation: Do not buy, waste of money

Quinn Fzf

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Verified Reviewer
| map-marker Los Angeles, California

Sleeping on the floor for Christmas thanks to Birch Lane

Birch Lane SOLD me furniture on 11/28. It was supposed to arrive tomorrow 12/14.

Before Christmas. I talked to them on the phone several times. They said everything was on track and I would hear from their delivery department soon. So, I got rid of my old furniture to make room for the new furniture.

Turns out they cancelled my order WITHOUT telling me. After SEVERAL phone calls I learned that they didn't want to sell the furniture to me at the price they sold it to me for.

Had they just told me that from the beginning I would have bought furniture at Pottery Barn or somewhere else while it was "really" on sale. I would have avoided tears and received decent customer service to go with the higher price tag!N

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User's recommendation: Never buy from a Wayfair store!!!!!

Kanan Cze

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Verified Reviewer

Return

Return label for order #400994****. I must return product. Made effort to cancel shipment 12 minutes after order was placed.Product is not what we wanted.

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Loss:
$280
Cons:
  • Failure to accept cancellation of order made 12 minutes after order acknowledged

Preferred solution: Full refund

User's recommendation: Order # 400994****

Anonymous
map-marker Dallas, Texas

Payment

No there was never a complaint I was trying to make an online payment and somehow got in the wrong site.

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