Reviews 3.2
147 total
Suzanne Morss
1 reviews US
Just Appalling Customer Treatment
Wow. I bought several items from this very expensive home goods store, including a tissue box cover. When I received it, the cover would not fit over the tissue box. I tried to set up a return and was asked to provide measurements of the box (nope, this is not Nordstrom or Amazon customer service, people!). I was then informed that if I returned it I would be charged a shipping fee AND a 25% restocking fee! BUYER BEWARE! They do not stand behind their products, and will put you through a lot of hassle to get 75% of your money back. I will never shop there again. There are plenty of other stores which treat their customers with courtesy and respect. Perigold and Kassatex, for instance, would never do something like this, and their products are great. I am appalled. UPDATE In response to their reply, the “restocking” fee is 40%, which was not clear before purchase. They hit me with that before asking for information. It was very rude and abrasive to begin the conversation that way. I buy most home items online and have never encountered such a rigid and expensive return policy. I decided…as I am sure they wanted…to keep the item and fix it myself. If that’s what you want to do, by all means take the chance. But look at the amount of time that elapsed between my review and their reply. That should tell you all you need to know about their interest in customer satisfaction.
Date of experience: July 09, 2021
Hello Suzanne, First off, I apologize for your experience. I did however look into this and saw a clear chain of emails where we politely asked for a photo to make sure what size of tissue box you were trying to use as tissue boxes come in various sizes. We clearly listed the dimensions on the website for this tissue box, and had Kim Seybert, the designer of this product, send a photo for you showing you what box fits inside of it and even sent you a link to Amazon & Target showing you the correct size of tissue box to buy as its a very popular size. If an item is ever faulty or damaged we 100% stand by our products. We clearly list that if its buyers remorse that there is a restocking fee. We go above and beyond for our customers and pride ourselves on customer service however when you wouldn't let us help you by confirming the size you were using, we couldn't be of much help. Best of luck! Also, it's a 15-20% restocking fee, not 40%. The reason for the lapse in time in replying to your oringal review was that we did not have a professional Trustpilot account so there was no way for us to be notified.
Georgette Smith
1 reviews US
Horrible return policy for supposed…
Horrible return policy for supposed luxury products! I wanted to try one of an item before buying 5 more and could return it at all.
Date of experience: July 11, 2022
We do have products clearly listed if they are final sale or not or if they have a restocking fee when returned. We are passing on the costs that we also receive from our suppliers, we are not profiting from this. In addition, we are extremely accommodating with sample and swatch requests to help in making your decision. When it comes to shipping luxury furniture, we offer complimentary shipping, which is very expensive. Furniture is not an item you can simply try and send back without incurring a lot of costs unfortunately. We are always happy to help in any way we can to avoid an unwanted purchase.
Barbara Mooney-OBrien
1 reviews US
Seamless & easy
Seamless & easy
Date of experience: July 16, 2022
Thank you Barbara!
Julie Mariotti
1 reviews US
Absolutely gorgeous fabric
Absolutely gorgeous fabric. Top quality throw pillows
Date of experience: July 16, 2022
Thank you for sharing! We hope you're enjoying your beautiful pillows!
Maryland customer
1 reviews US
Good customer service
My first Ava bar cart arrived damaged. I emailed the customer service and they ordered a replacement. The second bar cart finally arrived, as beautiful as described. I am very happy with the service and will definitely buy again from Alchemy Fine Home.
Date of experience: July 16, 2022
Thank you for sharing about your experience! While we hate to hear that an item was damaged in transit, we're glad that our customer service team was able to correct it and make sure you're 100% satisfied!
A. Volcek
1 reviews US
Great customer service!
It's been several years since I've followed the brand on Instagram. The photos are so dreamy and inspirational. I finally took the plunge and splurged on updating my sitting room with a white couch from Interlude Home and a stunning gold piece from Eicholtz that looks like melted gold dripping off a table. I had questions about the size of the table decor and if it would tip over easily. I was concerned since I have young nieces that come to visit from time to time. The Customer Service rep was very accommodating in addressing any of my concerns. Now, I get a ton of compliments whenever anyone sees it! I might have to order another one for my home office.
Date of experience: July 16, 2022
Thank you so much for sharing your experience with us!! We love to hear about your strong customer service experience and look forward to helping you again in the future with all of your interior design and entertaining needs.
Dissatisfied Customer
1 reviews US
1 Star Customer Service Rating
Customer service is too difficult to contact in a timely fashion. My order arrived with a missing item. I also determined the items delivered/ purchased were the wrong size. I was concerned with both factors being critical - requiring immediate attention. Due to the length of time waiting for the items to arrive, only to determine they could not be used in my space (with an entire item missing) was disappointing. The delivery drivers were unable to assist with locating the missing item, as well as the company that I trusted with my funds (Alchemy Fine Home). Upon receiving a response via email (no phone assistance was accessible), the representatives lacked empathy. I purchased (4) items and only received (3). No customer should have to wait on a resolution for days, after weeks of waiting for their delivery. Additionally, there was no willingness to assist with exchanging my items for a different/ smaller size from the same maker. This experience will be my first and last time working doing business with Alchemy Fine Home. I am still missing the item purchased. I have purchased the items needed from another company. I am unable to sell the unused items delivered, until the missing deliverable is received. I do not deal with poor customer service companies, especially when the price point denotes high quality.
Date of experience: July 18, 2022
Hi Shani, we looked up your order and are so sorry with your frustration. We can see that the delivery company lost one of your items but we were very responsive in letting you know of our efforts to find it but that we did have to wait a few days for the delivery company to do a dock search. This takes a few days for it to be completed, as mentioned to you. The good news is that it was found, and is en route to you. We mentioned to you we'd of course be happy to refund you in full if the item was not found or send out a new one if it was lost, but that items are final sale unless damaged or defective.
Sarah Graham
1 reviews US
Love the personal touches!
I have been shopping with Alchemy Fine Home off and on for a few years for both table settings and furniture. They have incredible taste and seem to have the best brands and styling so I tend to rely on their instagram account for inspiration. Quality has never been an issue since they carry luxury brands but the customer service is what brings me back. Out of 8 orders, only 1 had an issue with a damaged chair but their customer service rep was so apologetic and quick to respond with a replacement and partial refund to make sure I was happy. They’ve followed up with me personally after every big delivery and super communicative with any issues that arise so it’s more like working with a designer than a store. A+ customer service and I’ll continue to shop with them for years to come.
Date of experience: July 18, 2022
Thank you so much for your kind words! We love to provide our customers with complimentary design services to ensure they're 1000% confident in their purchases. We know investing in luxury furniture can be intimidating when shopping online which is why our designers are here to make sure our customers make the right decisions from the start. We look forward to working with you for years to come as well! Take care, Alchemy Fine Home
Franchesca Nor
1 reviews US
Very good designs
Very good designs, easy to use app, decent pricing. Customer service was accessible. All things necessary to give me a great first impression of this company. I loved the pieces I received. Even with the supply chain issues right now; my pieces arrived in a timely manner. Thank you Alchemy I will refer you to all of my friends and aspiring designers.
Date of experience: July 18, 2022
Thank you so much for sharing your experience with us! And thank you for spreading the word amongst your friends. We're so happy to have you as one of our treasured customers. Best, Alchemy Fine Home
Paula Luna
1 reviews US
Awesome Design & Customer Service
I love the fact that Alchemy Fine Home offers free design assistance and that they were able to help me bring all of the details together without having to go hire a designer. They listen to me and got my style and made suggestions that I loved that were in my budget. So far three out of the five deliveries have been perfect and I can’t wait to finish off my living room and bedroom.
Date of experience: July 18, 2022
Thank you for letting us assist you and help make your house a home you love to come home to! Helping our customers with design advice is key to making sure they're making strong choices from the start. We look forward to helping you finish the rest of your beautiful home! Best, Alchemy Fine Home
Viviana
1 reviews US
Amazing experience from start to…
Amazing experience from start to finish. My order came right on time, customer service answered all my questions in a timely manner. and the product is beautiful. So happy with Alchemy Fine Home!
Date of experience: July 18, 2022
Thank you Viviana for sharing your experience with us! We're so happy to hear from our happy customers. We're looking forward to serving you again in the future. Best, Alchemy Fine Home
Julie Manning
1 reviews US
Outstanding customer service or damaged chair-
I ordered 6 chairs for our dining table. One came in damaged. Your staff was extremely timely and professional in dealing with this issue- and agreed to replace the damaged chair after photos showed the areas of concern. Thank you for the AMAZING customer service- because of this service, I am ordering two more chairs as we speak!
Date of experience: July 20, 2022
Thank you so much for the kind words Julie! We're so happy that we could resolve the issue and get your order perfected in a timely manner. We look forward to assisting you again in your future orders. Thank you for being a valued customers! Best, Alchemy Fine Home
Scott Christianson
1 reviews US
Process to order was easy and regular…
Process to order was easy and regular follow ups allowed me to know where we were in the process.
Date of experience: July 23, 2022
Thank you for sharing your experince Scott! We appreciate your busuiness and look forward to continuing to be at your service. Best, Alchemy Fine Home
Beverly Powell
1 reviews US
Great customer service
Great customer service. Fast responses and courteous assistance. Recommend this company.
Date of experience: August 15, 2022
Thank you so much for sharing about your positive experience Beverly! We look forward to serving you again. Best, Alchemy Fine Home
Alchemy Fine Home Customer
1 reviews US
Horrendous customer service and shipping
Despite having a great selection of brands at very competitive prices, your customer service is atrocious. It’s clear that your budget went into marketing instead of creating a positive customer experience. I had issues with your freight company that your agents couldn’t/wouldn’t help with. Your website said the items were on their way and the freight company couldn’t find tracking info. In the end, I had to handle it with the freight company myself so I could get my items because your employees were sending me nonsensical emails (I suspect there was a language barrier) and refused to answer my questions. The freight company made me schedule a delivery date and time which I did… they missed that window and just threw the two boxes on my porch which were pretty beat up. You could have just sent them via UPS or FedEx and saved some money and I could have actually tracked the package. The boxes were small enough to do that and not have an issue. Overall, it put a stain on your reputation and I don’t really want to order from you again. I guess I’ll pay a little more to other retailers for peace of mind that I won’t have to spend days on the phone trying to get my products.
Date of experience: August 15, 2022
Hi Andrea, Thank you for sharing your experience and I'm sorry for the frustration you experienced. I read through the customer service emails and it was a case of the shipper sending us a URL tracking link that was broken so when you saw it not moving that must have been really frustrating. I see we had it fixed, and sent you a new one. There was no language barrier, our customer service team was clear, to the point and courteous. We always are trying to improve on the shipping partners that we work with as the experience that customers get from the delivery part of their order still reflects upon us. We have a 98% success rate with shipping on time and in perfect condition however there are instances when an item can be delayed or delivery imperfect. We apologize for your experience and hope we can work with you again in the future. Best, Alchemy Fine Home
Rita Fraley
1 reviews US
Love my pillows!!
Love my pillows!!
Date of experience: August 16, 2022
Thanks for sharing Rita! We're so happy you love them. We look forward to helping you again in the future. Best, Alchemy Fine Home
Amanda S.
1 reviews US
worth the wait
It took a while to receive my order but it was worthy the wait. Customer service was helpful when I had to reach out to inquire about a delayed purchase. They tracked down my order with the distributor and updated me on shipping. My counter stools arrived in battered packaging but were well insulated. Once unwrapped, the beautiful leather stools were undamaged and a perfect addition to my kitchen.
Date of experience: August 16, 2022
Thank you Amanda for sharing your experience. While we do everything we can to get items to our customers on time in perfect conditioin, sometimes there are delays with the shippers that our out of our control, however we strive to always keep everyone up to date. So happy you love your stools! Please share photos if you can. Best, Alchemy Fine Home
Alexandra W
1 reviews US
Fantastic experience- 10/10- highly recommend!!
Vanessa and the style fix team were incredibly helpful in furnishing the apartment of my dreams. They made the process fun, collaborative and exciting. Vanessa was attentive to detail, my wish list and made sure to stay within my budget. I cannot wait to see what these pieces look like in their new home. Thank you Alchemy for this complimentary service- it's much appreciated!
Date of experience: August 16, 2022
Thank you so much Alex for your kind words! We love offering complimentary design services to ensure our customers are getting everything they can out of the design process and creating a home they'll love that reflects their lifestyle and personal taste. It was a pleasure working with you and we look forward to seeing the big reveal! Best, Alchemy Fine Home
Kem
1 reviews US
Unique but Pricey!
Nice and soft towels with a unique design. However, it was rather pricey, hence the 4 stars instead of 5.
Date of experience: August 22, 2022
Thank you for sharing about your experience Kem! We're glad you love your new towels. They are a bit higher than average priced towels but that's because of their premium quality and design. We hope you're enjoying them! Best, Alchemy Fine Home
Kim English
1 reviews US
Wonderful service and price…
Wonderful service and price competitive! Look no further than Alchemy Fine Home for your home needs!
Date of experience: August 26, 2022
Thank you so much for your kind review Kim! Best, Alchemy Fine Home
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About
Alchemy Fine Home is a luxury home decor company specializing in curated furniture collections, modern tabletop and home entertaining essentials and inspired home decor accessories. We travel the globe to find the best artisans and designers to offer you an unparalleled selection of luxurious hand-curated treasures. We offer quality American heritage brands like Four Hands, exotic hand-made furniture from Noir and CFC, and global luxury brands like Eichholtz. From French Limoges porcelain, Dutch cast-iron cookware, Italian Murano glassware, Scottish wool throws, and Portuguese linens, we jump from continent to continent to find you the finest-crafted furniture and decor. Explore our hand-picked top brands from Europe, Asia and the USA. We know finding exactly what you want isn’t always easy, that’s why we offer complimentary design services via our Home Style Fix where our Design Concierges suggest simple tailored solutions to your home design projects. Need some help figuring our a floor plan that would work in your home or need help finding the right pieces for a smaller space? We work with customers and designers to simplify their design process and save you time searching online. See what our Design Concierges will suggest for you! Based in San Diego, California, Alchemy Fine Home works with the best designers and artisans world wide to bring you a curated collection of elevated furniture, decor and tabletop with unparalled customer service. Alchemy Fine Home is striving to constantly blend technology, customer service and design to create an unparalled unique experience tailored to each of their valued customers.