Home Decorators Collection

Full review
Phantom Folding Bookcases

In May I ordered six folding bookcases and three matching mantle tops in walnut from Home Decorators Collection. When my order arrived, I discovered that the finish was lighter than that pictured, two of the bookcase shelves were split, and one mantle top was finished so poorly that it was unacceptable.

Originally I planned to send the entire order back but could not find anything comparable, so I decided to return only those pieces that were damaged or defective and order replacements. I told customer service what I planned to do and also wrote the necessary information on the return form provided.

When I had not received my order after two weeks, I contacted customer service again. Initially the customer service representative told me that she did not know what had happened to my order and would have to speak with her supervisor. She assured me she would phone me the following day. I did not wait for her return call but telephoned the next morning and spoke with a different customer service representative. The second representative was also confused. She said that my visa account had been credited but there was a discrepancy in amounts and she, too, would have to investigate.

After several hours, I contacted my credit card company to inquire whether my account showed a credit from Home Decorators. The agent could find only the initial charge. Immediately I contacted Home Decorators, asking to speak with a supervisor. The supervisor said that my account had been credited---the previous day. (After my phone call?) The supervisor made NO EFFORT to ensure that I received the merchandise I had ordered. He told me that I would have to place a new order. Then he offered me a $25.00 discount certificate for my inconvenience and put me on hold to make sure that the certificate would be accepted.

After waiting a considerable length of time, I hung up. (My cell phone had to be recharged.) The supervisor did not call me back. Eventually I telephoned to place a new order. After recording all product details, the associate told me that my order would be shipped SEPTEMBER 8, 2007. When I told her that was unacceptable, the associate asked if I wanted to order ANOTHER COLOR.

I was searching for the name and address of Home Decorators Collection's CEO when I came across this website.