My experience purchasing and receiving a limestone trough from Olive Ateliers was awful. The problems began with my original attempted purchase and continued through the delivery of a damaged replacement piece.
* I initially selected another item and believed Olive Ateliers had placed it on hold for me. Because of unclear internal communication, it was subsequently sold to another customer. Even though I had requested the hold first, the company continued with the second sale rather than correcting the mistake, and I did not learn what had happened until afterward.
* I then purchased a large limestone trough and paid Olive Ateliers for white-glove delivery from Los Angeles to my home in Santa Fe.
* The trough was transported through Seko Logistics and held at its Albuquerque warehouse. My installation site was initially not ready, so I repeatedly declined proposed delivery dates. Despite this, Seko arrived unexpectedly one day and attempted delivery. I had to refuse it because the site still was not ready.
* Olive Ateliers then billed me an unexpected $130 storage fee. I had not been clearly told that storage charges were accumulating. No one contacted me to understand the delay, explain the charges or work with me on a realistic plan.
* When I was ready to receive the trough, the first delivery crew arrived with only two men. The companies involved knew the dimensions and tremendous weight of the piece, yet sent a crew that was plainly insufficient to complete a proper white-glove installation.
* A second delivery appointment was scheduled. No one arrived and no one called. After that no-call/no-show, approximately 10 days passed without anyone contacting me to reschedule.
* I then had to restart the process myself and handhold it through every stage. I made numerous calls and sent repeated emails to ensure that a sufficiently large crew would be assigned. I was told people were working on it, but little or nothing appeared to happen unless I followed up personally.
* This was supposedly a white-glove service that I had already paid for. Instead, I was left coordinating among Olive Ateliers, Seko Logistics and the local last-mile company myself. No one appeared willing to assume responsibility for getting the product from the warehouse into its final position.
* Four men from Hotshot Delivery eventually arrived and successfully placed the trough. They were exceptionally kind and were by far the most helpful people involved in the entire transaction. They were third-party contractors, however, and not Olive Ateliers employees.
* Once the trough was positioned and unwrapped, all of us discovered that one corner had broken off. We could not determine whether the damage occurred during the final move, months earlier when it left Olive Ateliers, or somewhere in between. What was clear was that the trough had arrived damaged.
* Hotshot apparently never filed a damage report. Seko told me it had no knowledge of the damage and said Olive Ateliers, as the company that sold me the trough, needed to initiate the claim.
* I emailed Olive Ateliers at least 10 days ago and included a photograph of the broken corner. As of this review, no one has taken responsibility, explained the claims process or proposed a repair, refund or other resolution.
It was also nearly impossible to reach anyone with decision-making authority. I could not obtain a direct company telephone number for a customer-service manager or anyone senior. I was told employees use their personal phones to conduct company business. My concerns were never meaningfully escalated beyond an operations employee, while the owners and senior management appeared entirely insulated from customers.
Olive Ateliers offers unusual pieces that are difficult to find elsewhere. However, unique inventory does not excuse disorganized communication or an absence of accountability. I paid for the product and white-glove delivery. What I received was an inadequately staffed delivery attempt, a no-call/no-show, 10 days of silence, countless follow-up calls and emails, and ultimately a damaged trough for which no one has accepted responsibility.
I would not purchase from Olive Ateliers again based on this experience. read more