Terrible customer service - the worst I've ever experienced in my life. I'm not usually a…read morecomplainer, but the interactions I've had with this company were so extremely BAD, I've come to the internet to try to save other people if I can. The EXTREMELY SHORT version of our story: We ordered a Walnut table for our dining room in May of 2022. (It's the "Santa Monica Family Edition 116" x 38" with two leaves). We received an email stating there was a small delay and that we'd be getting the table in July. No problemo! Well, the table didn't come until DECEMBER. We hosted 2 big gatherings (November and December) and had been counting on having our table for them. Also, not a HUGE deal - we were able to rent tables for these events and it was fine. The problem was the communication was SO bad, that twice I started asking myself if these guys were scam artists because they were quick to charge my credit card almost $5,000 but would never answer the phone and rarely responded to emails. Once, I got a phone call which eased my mind a bit, but then they went incommunicado again and I wondered if this was all just to string me along so I wouldn't dispute the charge on my card. Their occasional email replies were full of reasons why we still didn't have our table by SEPTEMBER (We moved, people were out sick, someone quit -- which are all good excuses -- it just would have been nice if someone had reached out to ME to keep me updated.) What a horrible process this was! I received an email telling me my table had SHIPPED, and a week later I got an email asking what kind of tabletop I wanted! MADDENING. It seemed like they were deliberately trying to drive me insane.
BUT: We FINALLY got the table on December 9th and it was GORGEOUS and perfect and wonderful in every way! We were so happy, that we were willing to let bygones be bygones and just chalk it all up to Covid-related supply/employee issues and move forward.
speaking of moving forward: Fast forward to 4 months later, April of 2023. The table started to noticeably SAG in the middle. And the more time passed, the worse it got. (Understand that we had used the table for exactly FIVE dinner parties, where it was loaded with dishes and food. The rest of the time there was NOTHING on it. So, it's not like we were putting heavy things on it to push it down.) I DREADED having to interact with these people again, especially for something like this and, so far, the dread was well-warranted. I've sent multiple emails with photos and videos showing the ever-worsening sag, and, while I haven't been completely ghosted, I still have no solution. (I currently have 3 metal supports holding the table up, but they're hideous and are not a longterm solution for a piece of furniture that is supposed to be the highlight of our entire home... (I DID receive an offer to make us a center support leg, but because there are so many leaves, that will just create a "tenting" effect. I've offered that perhaps 2 center support legs might solve the problem, but I haven't heard anything back about that.)
I'm not an expert, but I believe that this table was just poorly designed and that the weight of the wood, combined with the LONG table length and NARROW width, just can't defy the pull of gravity. (I've noticed that they no longer offer this table for sale, either. Coincidence???)
Anyway, you might have better luck if you live near where they are. We are in California and dealing with them about this is basically impossible. I'm so mad! (It doesn't help that my husband said when I was ordering, "Are you sure we should order furniture from so far away?")
Long story short: All the furniture I've seen from them is GORGEOUS and you might get lucky and have no issues with anything. Or, you might be like me and wake up every day thinking that ordering from them was one of the worst decisions I've ever made in my life.