cubinican Review

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Rating
Unfortunate Delivery and Slow Response
 from Seattle, WA,  Jul 30, 2012

The piece itself after it finally came together was nice - comfortable chairs and definitely has room for 6 with or without the leaf. The unfortunate part which pushed the review down was the service... Buying a kitchen table via the internet was the first time I ever purchased something this large online - my wife and I thought that with all the positive reviews it would be a cakewalk...we were mistaken. The unit arrived ontime but someone had to be here because of the size and number of boxes. Not a problem since we have the space, however, upon arrival the boxes were definitely in rough condition (holes in the boxes, many dents and rips) so we knew we would probably have to call in replacement parts. The table top - came cracked and had to be replaced so we immediately called to get a new top. Immediate pickup from their customer service which was great and they let us know that we would be hearing within 1 - 2 business days on estimated timing. We had to call back later as one of the base columns was cracked as well all down one side to which we had the same line of 1-2 business days. After no response I gave a call only to find out they had not heard anything from the warehouse and they were sorry but it would be another 1-2 days...I work for an online retailer and know the stresses but after several days of not hearing anything I would think someone would pick up a phone and call the warehouse...not to mention that it seemed like no work was done on my other broken column so I had to remind the agent of the other inquiry that was out. Fast forward and I recieved an email saying my table top had been shipped (hooray) but crickets on the column...after calling again they mention they need a picture of the column. I asked if the piece was available and was confirmed that it was and that the only thing holding up shipment was the picture (mind you we had a picture and if we had known we could have sent it a week and a half prior to this call...). We sent the image and to my surprise I received another email confirming that it would take 1-2 business days before someone would get back to me...really... Another few days passed and then I received shipment confirmation with the column arriving in week 3 after receiving all the other pieces of the table...mind you I have a table top, base and 1 column in my living room the entire time waiting for the last of the pieces. Finally today it has arrived but because of the whole ordeal the entire experience has left us sour to enjoy the table top. Suggestion: work on communication within the departments and be clear on how the claim process flows. If you need photos, do not wait until after over a week of the claim to request it...and do not tell the customer that you have not heard from the warehouse which is why they don't know how much longer it will take. It leaves very bad experience for the customer and tarnishes your reputation.

  • How did the color on site compare with the actual product? The color was a little lacking with uniformity among each piece.
  • Please tell us about the quality of the product. The base columns are hollow and not a solid piece of wood as I thought it was. The table top is definitely sturdy and the chairs are comfortable
  • How accurate was the on site description of the product? good
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