Disrespectful Costumer Service
Here is a firm, highly negative review that stays factual and credible:
I would absolutely not recommend this store to anyone.
My experience with Fawn Furniture has been extremely frustrating from the moment my order arrived. The six-drawer unit was delivered severely damaged, with major components completely unusable. The delivery was also left outside without anyone even knocking on the door, despite me being home at the time.
Because of the damage and the inconvenience already caused, I asked to return the product under their change-of-mind policy rather than receive another replacement. Fawn refused to cover the return freight for the remaining box and told me I would need to arrange and pay for it myself. This made very little sense, considering they already needed to send a freight company to collect the damaged unit from the same property.
The handling of the collection was equally poor. The replacement unit was delivered without any prior confirmation of the date or time and was simply left outside because I was not home. When I called the freight company back, I was told they would return on Monday to collect the damaged unit. I therefore stayed home all day, but nobody arrived and no one contacted me.
To make matters worse, Tyler from customer service then emailed me claiming that the freight company had attended and that I had apparently said I did not know why they were there, before accusing me of refusing to release the unit. This was completely incorrect. Nobody came to my property on the agreed Monday, and I had already made it very clear that I wanted the damaged item collected.
Throughout this process, Tyler’s responses have come across as indifferent, dismissive and unnecessarily accusatory. Rather than acknowledging the repeated communication and delivery failures, the responsibility was continually pushed back onto me.
This did not feel like customer support. It felt as though I was being treated as the problem for receiving a damaged product and expecting the company to organise its replacement and collection properly.
Poor communication, poor coordination and very little consideration for the customer’s time. I would not purchase from Fawn Furniture again.