BEWARE- DO NOT RISK BUYING FROM THIS…
BEWARE- DO NOT RISK BUYING FROM THIS COMPANY! I purchased a Dandelion chandelier from RS. It took over five weeks to arrive, but that’s not my problem with the company- the delay was explained at the time of purchase. My chandelier was beautiful after assembly; however, when preparing to install in my space, the security/safety cable fell out of its housing on the main globe of the chandelier. This prevented me from safely installing it. When I initially contacted Residence Supply on March 28, 2026 via email, it took three days for someone from RS to respond (March 31, 2026)- the response was apologetic in nature, and assurance was given explaining that my concern had been escalated to their production team with a request for a replacement chandelier. Excellent! They simply requested photos of the defective part, which I complied with on April 6, 2026- delayed due to my work travel schedule. I didn’t not receive a reply acknowledging receipt of the requested photos for two days prompting me to reach out again on April 8th. The same representative responded same day with an apology, stating the same exact language from the earlier apology email saying that my concern has once again been escalated to their production team. She proactively emailed me again on April 10th saying that she has reached out to the production team again looking for updates, but has no new information. On April 11th she emailed me back stating, “ I have heard back from our production team, and they mentioned that in order to resolve the issue, we will be sending 1 piece of safety rope as a replacement. Please find the replacement video attached for your reference.”- the video referenced in her email must have been shot on a 1990s cell phone because the quality was grainy making it difficult to see the tiny area the safety rope was attached to; also, in the video, it was not the exact same chandelier I had purchased. Additionally, the gentleman providing visual and vocal instructions was speaking a foreign language. I responded to this email expressing the concerns and let her know that I didn’t feel comfortable with this as a solution. I requested a replacement chandelier once again- a simple exchange request. I didn’t hear back for three days when I finally reached out again. I received a response a day later- April 15th saying she was urging the production team to move forward with a replacement. This emailing back and forth with this individual carried on from April 15th through present day May 12, 2026 with still no solution- 18 additional emails exchanged between me and the representative after this, all with assurances that they were working on the issue. They have been stringing me along with the same apology tone and claim that they are working with the production team to send a replacement. I have requested a refund, and nothing gets done. I have given them every chance to do the right thing to the point that I am now furious and writing this review to warn others to steer clear of this company! If you expect any level of service after the sale, you can forget about it, it’s not something that Residence Supply provides. Poor quality and unsafe products, no service after the sale, polite, but useless representatives. ZERO resolution to customer service issues. I have never been treated like this by a company. So disappointing, on every level. You can find similar style dandelion chandeliers from far and away better companies.