This is the worst experience I have ever had with any business, online or not. I ordered a table, chairs, and 2 bar stools in June. 14 WEEKS later I finally received my items. Both bar stools I received were broken, the table and chairs had no instructions. The delivery men told me this was the worst delivery job they have ever done due to the lack of instructions.
The holes in the table did not line up with the base, and the delivery men had to drill their own holes. All of the screws for the chairs were missing, so they could not assemble them. They ordered new screws, which took another 3 weeks, then it took another 3 weeks for the repairman to come out and assemble the chairs. He also said the bar stools were beyond repair.
2 weeks later I was issued a refund for the stools. All in all the whole process took over 5 months, and I'm left with no bar stools. The table and chairs are just OK quality. It's easy to tell that they were made in China. Additionally, the customer service is horrible. I called them at least 20 times (literally) and they all have canned responses ("oh I'm sorry, but there's nothing I can do except escalate your issue"). There is no supervisor/manager to talk to, and they don't care at all about the customer. NEVER DO BUSINESS WITH THIS COMPANY.
MINNESOTA -- They lied to my wife and I about the quality of the product and the refund policy. The managers NEVER called back or had the fortitude to answers our calls or emails. They let the lackeys in the cubicle farm pose as representatives of the company to handle the 100's of angry customer calls. Do an average Google search of the company and you will find the same story of their company model being a gigantic scam. Please do not buy from this company!! It looks like a good deal, but it is not. They will take your money and you will be left with an empty spot in your living room where your old couch used to be..
MINNEAPOLIS, MINNESOTA -- This company is the worst - no customer service. PERIOD. Once they have your money, they will not refund anything, and do nothing to assist you in your order. Period. So much for the satisfaction guarantee. I ordered 10 bar stools from this company. 7 weeks later they arrived... They were such poor quality I refused the shipment. The drivers grabbed the mess, angrily threw it on the truck, and took it away. I called Defy Supply. They stated I need to take pictures of the poor quality and send them in...
So they were redelivering the items to me so I could take pics, then I could file a claim, then they would place another order for them (btw I still have not received the re-delivery of the damaged bar stools. It's been 2 months). They lost the stools and I HAD TO INITIATE THE PACKAGE TRACE MYSELF!) Any contact with their call center will result in, "I will forward this to management", who may or may not get back to you at all. My average wait was 5 days for a response if I got one at all. They have basically run me around in circles over and over, and everything is a process that takes weeks, all this for sub quality import crap.
Now the compliments in here are all from the same IP address (and notice the date groupings). They correspond to similar reviews on other consumer review sites praising them, and linguistically all are identical. My ordeal started March 23. It's now July 17 and still no closer to a resolution.
My husband and I ordered a section from this company on October 28 of 2008 (Last Year) and we have not received the right one yet and it is April 2009. The company has low prices but you never get what you ordered. The first sofa was not the sofa we order, the second broke during shipment, the third was delivered in the wrong color again and fabric, and the fourth was supposed to be shipped to us by March 15th 2009 and then it changed to April 13th 2009. It is known April 16th and still no sofa. No word from the company, no word from the delivery company.
The company basically put this off on the delivery company which happens to be a very badly delivery company. They have not checked to see if I have got the sofa or even checked that the delivery company has been doing their job right. They basically wrote an email thanking me for buy a product that I never got. I called the delivery company and they said the delivery date is only an estimate and they could not tell me when my sofa would be delivered. They mention it would be in my state by April 11th. It was not. It was still in Plainfield IN, where it had been for about a week and a half as far as I can tell from the tracking.
I finally received my sofa on April 24th. We found out the white glove service does not include installing the legs. My husband and I had to drill all the legs in ourselves. Not easy when the drill holes did not align with the metal. After recalling the swatch picture of my order I found the color was not right again. It was not black, it was a bluish gray. I emailed customer service and after a couple of days I got a response. Basically I will have to go through this over again, waiting 4-6 weeks again, or just accept $650 back and keep the sofa I don't want.
My husband and I decided to keep the sofa because there is really no guarantee that they will get it right the fifth time if they have been wrong every time. I will say their customer service was prompt to admit there was a mix up and to put in a new order but the wait time was still 4-6 weeks every time. Also they did admit that this was a rare case. But come on, four times mixing up the order, I don't know if I believe that.
I have been asked to take down this review by this company since they will be giving me $650 back but I have declined to take it down. I still agree that there is no reason why a sofa should take almost half a year to be delivered! Actually it would be even longer if I hadn't agreed to keep this last one. I am sharing my experience with this company with you so I can warn people. Their prices are not that low and not worth this stress and the time you spent waiting if things go wrong.
I researched defysupply.com before ordering my sectional. I found a few bad reviews and it did worry me. I decided to email them and ask a few questions. I wanted up close pictures of the leather to make sure it was quality and I need to know exactly what 'caramel' and 'champagne' colors were. They sent me swatch photos and also photos of the sofa in those colors. Also told me the sofa I wanted was popular. I asked about the warranty and they assured me they have a 1 year quality guarantee backed by their manufacturers.
So I purchased the sofa (I signed up for their newsletters a week earlier and got a 10% off coupon to use) and it shipped to me in 7 weeks total. While you have to be patient, it was worth the wait. I had been looking for this champagne color to match my home and this is it. The sectional is comfortable and sturdy. I am going to purchase a dining set from them in the near future.
Do not do buy anything from these guys. Product is horrible, damaged, and they will not refund your money. We ordered Chairs and a couch, both came in late (6 months). When we tried to get refunds for the damaged product they would not give it to us. So, we had our credit card company refund us the money which they did. But Defy Supply charged our credit card again and this time they lied about us keeping the product for weeks before putting in a claim. Luck I keep all my emails. They said that they are going to tag our credit if we do not pay for the product we shipped back to them. Shady people!
Product came in with Mold all over the leather, chairs did not screw together, and grey spray paint on the black leather trying to cover up the rust on the metal. This is stuff that they shipped out after inspecting it themselves, which they do inspect before shipping it out according to their web page.
Ordered deck chairs and tables. They called me two days later and said they couldn't get tables I ordered and offered different ones instead. The ones that they could get didn't match the chairs so I told them I would have to cancel my order. They still billed me and never sent me anything. Now they will give me a store credit minus a 20 percent re-stocking fee because I cancelled an order that they couldn't get. They burned me for 450 dollars. Please do yourself a favor and never order from Defy Supply, no matter the price savings.