LOVE the dishes, but WORST customer service ever
First things first: I LOVE MY DISHES. This is not about the dishes, it's about poor follow-up and resolution of a problem. Kiln-fired pieces will have variation and some expected little pits that are cured in the glazing process. The flaws in the pieces in question were beyond normal variations. These were my birthday present.
I ordered 2 sets of dishes from the website. They were exactly what I was looking for over several months. Shipment #1. When I received them, there were several pieces that had quality issues. Three small plates and one shallow pasta bowl. I contacted them 6/9/20, and the replacement shipment was arranged. Great! To inform this review, there were two different types of bowls; a pasta/dinner bowl and an oversized cereal/soup bowl. I was VERY specific about which bowl, and had sent photos of the flaws on every piece.
I received the replacement plates quickly, but one item was omitted from that shipment: the shallow bowl. Here's where it gets truly ridiculous.
I requested they ship the bowl, and the woman who I'd emailed the first time apologized for her omission. I was asked again to verify the requested bowl, providing me with measurements (to leave no room for error, I presume). "Is it the 8.46 Inch Dinner Bowls or 7.75 Inch Cereal Bowls?", she asked. Those measurements didn't match either item, by the way. I provided correct measurements of BOTH bowls for clarity, and again specified which I was requesting: the DINNER BOWL. Again, the shipment was received quickly. Unfortunately, they shipped the cereal bowl. This time I called, and then sent follow-up email to confirm what was discussed. Again, apologies and a new, correct item was promised. Shipment #3.
The next "replacement" came equally promptly. This box contained a dinner PLATE. I checked the warehouse pull slip in the box, and it indicated the correct item, "dinner bowl". The warehouse pulled the wrong one anyway. I'm sensing that warehouse personnel lacks reading comprehension at this point.
Shipment #4.
Again, I emailed my contact. I included a photo of an actual dinner bowl, sitting on top of the still bubble-wrapped dinner plate, and a photo of the packing slip. Much apologizing from my contact. She, of course, promised a replacement AGAIN. I received another cereal bowl. Shipment#5.
Rinse and repeat the email cycle. When I received nothing after two weeks, I contacted her. She said it was sent, provided a tracking number but then realized it had been sent to the wrong address. I wonder what piece the recipient got. Probably the correct bowl. LOL Shipment #6.
So, we do this again. I received a phone call and an email. We verified which bowl again. She promised to personally speak to warehouse supervisor to get it right. Yada yadda. Sent it 2nd day UPS. HALLELUJAH! It was the right bowl. Shipment #7 is the charm! Somewhere along the line I got a 4th salad/dessert plate as well.
At this point, having spent HOURS on this issue between emails and calls, I requested a credit for all the trouble and showing respect for my time. Some discussion was reportedly had with higher-ups after I strongly disagreed with an offer of a whopping 5%. Shockingly, the end result was a best and final of 5%. I accepted this laughable credit, because it was going nowhere. I had previously informed that I am an avid and fair reviewer, so now I am on the review circuit!
Dishes: 4.5 stars due to flaws
Customer service: 1 star because they were very pleasant, apologetic, and were trying, BUT it took SIX "correct piece" shipments to result in me receiving my bowl. The credit offered was an insult.
Warehouse: zero stars for a complete lack of attention to detail
I should not have had to work so damned hard for my birthday present. From start to finish, it took 3 months to get it right. SERIOUSLY??
