Bait, Switch and Charge Fees
"I ordered a coffee table from Birch Lane after viewing the pictures and description and was impressed by the price. The table was shown as a light medium brown color with grey undertones. What arrived was a DARK brown table with black knots. When I contacted them for a return, I was shocked to learn it would cost me $75.00 for their false advertising. That is nearly 25% of the purchase price. I'm sure they will have the opportunity to sell this same table again and again since it does not at all match their pictures. Mistake or scam? Buyer beware!!!"
Too Many Red Flags
"I saw a sofa that I really liked so decided to I read some reviews about buying from Birch Lane. Out of 12 reviews, 11 were 1 star with some pretty convincing stories that I should not buy from Birch Lane unless I wanted to be frustrated and ripped off. I did ask for swatches of different fabrics before reading the reviews. The ad said to order as many as you like for free so I ordered 7 different colors and fabrics. When I received the package there was postage due of $1.91. That was the frosting on the cake. Sorry Birch Lane, I can't ignore all these red flags. Will need to buy my sofa somewhere else."
"I recently moved to a different state and needed some furniture to fill up our new house. I order two chairs from Birch Lane on line. After a few weeks I got an email from Birch Lane saying that my order was delivered but I didn’t receive them. I called the company and discovered that I never changed the address to my new one! The customer service rep was wonderful! She arranged for UPS to pickup the chairs at my old address and arranged for new chairs to be delivered to my new address. She was so professional and patient. They have wonderful customers service as far as I’m concerned!"
Birch Lane outdoor furniture
"Birch Lane outdoor furniture. I ordered a large outdoor lounger at the beginning of April to be delivered by May 5 I was told at the end of April that it was lost and never was shipped from the manufacture that I have been stolen and shipping they promised it would be here by May 22 it is now May 31 and I’ve heard two stories one that it would be here by May 22 and now they’re saying June 29 they continue to sell this item daily on their website and when we called they said they’re on backorder and they can’t keep up although they keep selling and they keep promising delivery dates do not trust this company their service recovery is absolutely awful after this delivery I will never order from here again and advise no one else to people should not be treated like this they’re very unavailable and don’t deserve any business"
what a waste of my time
"spoke to numerous supervisors who tried figure out how to sell me what i wanted---spoke to sales person and ordered a storage bench-paid for it using gift cards-order confirmed--2-3 day free shipping and applied an additional 15% discount at end of order----their system could not accept the 15% unless the whole order was then cancelled but it would take several weeks(??).so i said just credit the 15% to my in house acct---no problem( after the call was shuffled along to another supervisor-)--yeah right(sarcastic)---then this sale just went totally south---no fix in sight--what a poorly trained staff and business model---i wanted to buy but they couldn't figure a way to complete the sale. is this any way to run a business? yes if you want potential customers to run in the opposite direction and buy the same item from houzz or build.com or overstock."
"They sell cheap crap at regular furniture store prices. Everything I have ever bought from them (desk, coffee table, bar stools) are falling apart. Mind you, I bought each of my items around the same time, which was about 4 months ago.Never again! Beware...I have warned many family and friends about them and hopefully, save at least a few people from the headache and financial waste that I have had to go through."
"I browsed their site and put two items in my online cart. I did not want to go forward with the order because I wanted to add more things plus I was out of town and I would not be home to receive the order. I closed my computer. The next day I got a message thanking me for my order. I did not place the order, I did not choose a shipping, I did not give my billing info, I did not provide a credit card. I called the company immediately and the wait time was 29 minutes to talk to someone. By now I had seen that this company was part of Wayfair, who I had ordered from before. I opted to go online to cancelled the order. I received an email acknowledging my “Cancellation Request”. So, I called back to be told that it was too late to cancel. I asked how did this company get my credit card info and they told me that they were part of Wayfair. I called my bank and made a complaint. "
First time customer-very dissapointed
"I was excited to purchase from birch lane but when I went to checkout it would not allow me to login even after I reset my password. Usually sites have a "guest checkout" so if you have any issues or just dont want to create an account. After trying several times to purchase and reset the login yesterday, I decided to call customer service and place my order over the phone. I let the customer service rep know the issues I was having with the website the previous day and figured it would be no problem to take the order over the phone and honor the coupon code I had. The customer service representative was not understanding at all, even though the website error was clearly not my fault, I was not able to use the coupon code or place the order over the phone. Guess I will take my business elsewhere!"
poor customer service
"I order a dinning room set and the chairs arrive no proble. The dining room table is a another issue. The table was apparently package poorly it was damaged when ups picked it up. So ups shipped it back. When I called Birch Lane/Wayfair they said no problem we will ship out another one. When I asked if they could expidiate the process they said no but they would see about changing if it from ground shipping to a more expedited shipping. Well that didn't happen so I had to wait a week to get a new table. This time the table arrived no problem however some of the hardware to assemble it was missing. I called customer service and was told they won't even ship the missing parts for 4 days and you guessed it ground!!! So when I told the customer agent that was unacceptable she recommend I go to the hardware store and buy the parts myself!!! Really!!!!! Buy at your own risk no hope everything arrives no problem otherwise you will wait weeks before you get to use the stuff you buy?"
"I ordered a bedspread yesterday August 31st...used PayPal...confirmation stated shipping on September 5th...I called within an hour and cancelled order...received a refusal to cancel, cause it was already being prepared for shipping.LIARS..THE MONEY HAS ALREADY BEEN TAKEN OUT OF MY BANK ACCOUNT EITHER LAST NIGHT OR EARLY THIS MORNING! BIRCH LANE INDICATED THAT THE ORDER COULD BE CANCELLED AND OF COURSE THAT WAS NOT INCLUDING CANCELLING THE PAYMENT!!!! Do NOT TRUST THIS COMPANY"
Unacceptable customer service
"I was on hold for 50 minutes to order a table. Table strived in box with a tear and a dented in edge. Contacted them immediately to return. 2 days later no action taken other than initial email reply. "
" I bought 3 items and they only sent 2. one was a set of bed sheets. They are falling apart after 2 washings. I called them . They said they did not have any information on me buying anything. once I called my credit card and gathered all the information they said they did not have now said it was too late to given me a refund. They do not stand by their products and rip you off. "
Poor quality and difficult return
"I purchased 2 chairs and decided to return. So far it has been more than a week and I have not received my return label. After my first email request I was sent a response that stated it was attached. But it was not. Called, still not sent. Called again on a Friday, told I have to wait till Monday. Called yesterday (Monday), customer service agent told me no return label has been issued and said she would resend request to return department. She even sent me an email to let her know when I received it. Still---NO LABEL. A SIMPLE TASK HAS BECOME A HUGE HEADACHE. FIND WHAT YOU WANT ELSEWHERE1"
They dont honor pricing and will cancel your order at any time
"I placed an order for items and they canceled it without notifying me because they messed up on the price for those items. The price is now $200 more than when I placed my order and will not honor the price that I had when I submitted my order. The customer service person stated that under their policy they have the right to change prices at any time as well as canceling any order at any time. With a policy like that- I will never order product from them or their parent company Wayfair- You would never know if they decide to change the price and leave you empty handed. Horrible company policy and horrible not to at least contact a person about an order that was placed in faith"
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