The furniture itself is excellent; Customer service was disappointing…
The furniture itself is excellent quality, which makes this experience even more disappointing. I needed two small plastic replacement pieces that hadn't failed due to normal wear and tear, yet I was initially charged for both the parts and shipping. To make matters worse, it took nearly a month for what should have been a simple replacement request to be processed. While I'm very happy with the quality of the furniture, the customer service and after-sales support fell short of expectations. What should have been a straightforward request became a frustrating, unnecessarily lengthy, and expensive process. In the end, the company waived the cost of one $8 replacement piece as a goodwill gesture(after I pushed), but I still had to pay for the second $8 piece, along with $29 plus tax for shipping, despite the company and I both being located in Canada. For two tiny plastic components, the cost and effort required to obtain them felt disproportionate and left me disappointed with the overall ownership experience.