Grandin Road - Reviews and experiences

long hold times when I call, I once waited about 25 minutes, and the rep I finally got was polite but didn’t have an answer. She said she'd escalate to the credit team and that I should see the credit in 2–3 business days. So, fingers crossed — seems like they do handle it if you chase them, but you do have to chase. Overall I’d say ordering and price were fine, delivery was okay, customer service responsive-ish once you get through — not perfect but not awful either.

they said my sock was on back order and offered a refund or to wait. Fair enough, except they wanted me to box up the pumpkin, haul it to the UPS Store, get a tracking number and only after they received it would they send the right item. They kind of acted like I’d goofed. I get mistakes happen — no problem — but forcing the customer to do all the heavy lifting? Not great. On the plus side the pumpkin is oddly cute, and the sock (from the pics) looks decent, so it probably will be fine once it shows up. Not perfect, but usable; mostly annoyed by the lack of simple, helpful service.

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.