Grandin Road - Reviews and experiences

I actually opened the boxes on a quiet Saturday morning, thinking “great, these will sort out the island seating” — but right away it was obvious they were the wrong height. I’d called ahead, been told plainly they had 34" bar stools, so I ordered. What arrived were counter-height chairs. Tried them out, stood back, sighed, and then phoned customer service. They couldn’t really explain why the wrong items shipped. Okay, mistakes happen. What mattered was the return. They promised to collect the boxes from my doorstep, which was the only realistic option given how big they were and that I can’t lug those cartons anywhere. That promise is what kept me calm. Then it became a bit of a circus. First pickup date missed. I was away for part of it, neighbour called to ask why the big boxes were out front (awkward), and I was told they’d come Monday, then Tuesday, then midday Tuesday — and still nothing. At one point an agent suggested I call UPS myself and keep the parcels out daily until they pick them up; not feasible when you’re not home. They also said UPS has five days to collect returns — fine, but who’s responsible if the boxes disappear? Nobody would commit. Eventually they offered a $25 gift certificate for the trouble, which was something, but it doesn’t undo the stress or the time wasted. I’ve shopped with them before and liked the products, so this felt disappointing rather than catastrophic. The stools themselves were fine physically (if they’d been the right height), but the delivery and the back-and-forth with service left a sour aftertaste. Not a disaster, just sloppy handling that made the whole thing more bother than it needed to be.

decent product, messy packaging decision, support was slow to catch on but not rude. If they fix the manual and give CS the heads-up about the stitching, this would be a much smoother buy.