Home Decorators Collection

Full review
On Dec. 1, 2008 I wrote an opinion concerning my interactions with Home Decorators Collection related to the purchase of two Craftsman-style wooden cabinets for $852 (included shipping). I had to assemble these items and after several weeks in my home the wood "lamination" started to peel off in numerous locations on both of the cabinets.  I e-mailed HDC Internet Customer Service to get my money refunded because of these defects.

At first, Customer Service wanted me to disassemble and return the cabinets, but I convinced them that this was untenable because of the work involved and problems with repackaging and shipping.  After sending HDC pictures of the defective cabinets, I think they realized they had a problem. They made an offer that if I donated the cabinets to a charity and sent them a receipt for the donation, they would refund my $852 in full to my credit card.  I accepted this offer and we thus had an agreement in writing.

I did get all of my money refunded eventually , but not without effort.  The Customer Service people at HDC did follow up with every e-mail I sent them, usually within 24 hours.  Some problems arose along the way, but I stood my grounds, negotiated in good faith, and they eventually made good with a full refund to my credit card. 

I would say that HDC Customer Service negotiated in good faith, but not without problems that had to be worked through.

Lessons learned from this experience:

1.  Do not buy the Craftsman-style furniture that needs assembly from HDC.  It is shoddy construction and poorly made for the price.  You'll have big problems returning the assembled items if they are defective.
2.  Specify what remedy you seek to resolve a problem with your purchase.  Be reasonable and fair in your negotiations.  Most of all, be courteous and do not get angry even though at times you might want to bang your head against the wall and gouge your eyes out in frustration with having to deal with an organization that gives the perception of being  somehwat disjointed.

Would I do business with this company again?  Probably not.  Were they fair in dealing with me in resolving my problem?  Yes.