So I know I left some of you hanging with my
wallpaper experience from a little while back. Recall: I ordered wallpaper that I lusted over for eons for my dressing room and it came with a massive flaw on it (every roll).
So here is the follow up post.
1. After freaking out and painting my room, I contacted the place I purchased the paper (
http://www.designyourwall.com/) to find out about returns, etc. They said a return was possible but that a) I would have to pay for the shipping since they originally sent it to Florida (my mom was there for the winter), or I could HAVE THE WALLPAPER SHIPPED TO FLORIDA and THEN get free shipping back to California.
Seriously - after they send me visibly flawed paper, I couldn't believe that I was having to pay for shipping. However, after chilling out a bit:
I realized that it did make sense. It is one thing that I'm just in Canada, but imagine I had the paper shipped to Florida and then went on a plane to Hong Kong. Is it fair to make them pay for return shipping then? For sure not. So fine, I'll pay for shipping.
2. Next I find out they won't refund my credit card until they receive the paper to confirm the flaw. Even though I sent them a number of pictures (
see link), they wanted to wait until receipt. Again, makes sense but now I had to deal with paying off my US credit card and then putting a credit on it (which as you know does not put the money back in your pocket). Fine.
3.
http://www.designyourwall.com/ received my wallpaper, promptly gave me a credit and sent a nice apology email. Would I order from them again? Yes, I think. The prices were outstanding. I'd figure out the shipping thing but all in all I think the price difference was worth the hassel (I imagine flawed wallpaper is not the norm).
4. On to Graham and Brown. The design world LOVES this paper. Everyone talks about it and recommends it. This was a splurge for me but I wanted the best. Massive FAIL on G&B's part. While I understand they didn't deliver the paper to me directly, I think they should take responsibility for their product. I emailed Graham and Brown USA with an explanation of what happened, with photos. I didn't ask for compensation (obviously) but just wanted to let them know what my experience was.
5. No reply. It has been 2 months. No apology. No explanation. Nothing. Nada. Zip. Zilch. Again, I have to imagine that people like me are part of their target market - that is why they
blog, are on Facebook and
Twitter. Of course, they don't know who their purchaser is (i.e. girl like me who bought their product because of bloggers and then wasn't able to provide a good review), but I truly thought that I would get a reply. I am down with mistakes happening. I get it. I just like a good old fashioned "we screwed up" (and a 10% off your next order coupon doesn't hurt, either).
So there it is. Would I buy from Graham and Brown again? Nope. Even with their awesome desgins. If they don't stand behind their product, I can't stand behind them.
Designyourwall? Yep - if you are in the states (so easy shipping) I would defintely give it a go. Prices are great (half off what they charge in Canada) and if I'd been in the states, it would have been an easy return.
Anyone else deal with bad customer service? Anyone like me and take it really personally? Ha.