I wanted to support a local luxury…
I chose Grayson Luxury because I wanted to support a local luxury furniture retailer and expected a higher level of service than I might receive from a large online retailer. I purchased a Caracole sofa for approximately $5,000. Because the piece was not available for me to see in person before purchasing, I ultimately found that it was not the right fit for my home once it was delivered. The sofa remains in excellent, like-new condition. When I contacted Grayson Luxury about a return, I understood that I was approximately 1–2 weeks beyond their 30-day return policy. However, given the circumstances, I hoped there might be some flexibility. I was not asking for a refund. I offered to accept store credit and explained that I would gladly use that credit to purchase another piece from Grayson. Despite these efforts, my request was denied after review by the management team. I fully understand that businesses have policies. What disappointed me was the unwillingness to consider a reasonable accommodation for a customer who wanted to continue doing business with the store. Had Grayson offered store credit, I would have happily remained a customer and purchased another piece from their showroom. Ironically, I have received more flexibility and customer-focused service from online luxury furniture retailers than I experienced in this situation with a local showroom. I remain hopeful that Grayson Luxury will reconsider and work toward a solution that reflects the level of service and long-term customer relationships that many people expect from a luxury retailer. If a reasonable resolution can be reached, I would be happy to update this review accordingly.