Extremely Disappointing Customer Service - Would Not Recommend…read more
We purchased a $1,000 dresser from Baby Grand and paid for white glove delivery because we wanted to invest in quality nursery furniture that would grow with our family. As first-time parents, we were so excited to finally be receiving furniture for our baby's nursery, and we had fallen in love with this dresser and matching crib. Unfortunately, what should have been an exciting experience turned into an incredibly frustrating one.
When our dresser arrived, we immediately noticed several very obvious scratches. Given that we paid for white glove delivery, we expected the furniture to be handled with care and inspected before delivery. We contacted Baby Grand right away, and while the initial communication made it seem like they would help resolve the issue, that has unfortunately not been our experience.
It has now been over a month, and the resolution offered has been extremely disappointing. Baby Grand claims the scratches are a manufacturer's defect and that the manufacturer will only provide a $55 credit. If the dresser was defective before delivery, why was it sent to us in that condition in the first place? For a $1,000 piece of furniture, we expected much better quality control and, at the very least, a reasonable resolution.
When we expressed that $55 was not an adequate resolution, Baby Grand asked what we felt would be reasonable. Rather than offering to replace the defective dresser or provide a meaningful refund, they offered us $200 off a future chair purchase. We also requested a refund of our white glove delivery fee, but were told the damage was not caused by delivery. How can they be so certain of that? Regardless of where the scratches occurred, we were left with damaged furniture despite paying for a premium delivery service.
To make matters even more frustrating, we were told that we had not been charged the full delivery service fee because an employee had failed to charge us for being outside their delivery radius. Somehow, this was brought into the conversation as though it should factor into resolving our issue. That was an internal oversight on their end, not something we should be held responsible for.
At the very minimum, we expected Baby Grand to stand behind the product they sold us and offer to replace a defective item or a reasonable resolution. This was an investment piece for our baby's nursery, not an inexpensive secondhand dresser. Instead, we have spent over a month trying to resolve an issue that should never have happened in the first place.
The lack of accountability, the minimal compensation offered, and the drawn-out process have completely changed how we feel about this company. We would not recommend them to our family or friends. If something goes wrong with an expensive purchase, you want to feel confident that the company will stand behind its products and take care of its customers. Unfortunately, our experience has shown us otherwise.
While we love our crib we would have much rather bought it from another company that would have taken care of its customers especially when spending so much money on pieces that were an investment. Baby Grand has lost a customer after this extremely disappointing experience.
Save yourself the headache and shop elsewhere.