Kardiel - Reviews and experiences

I wouldn’t trust Kardiel to make things right if your item arrives damaged. That’s my bottom line, and the rest is just the why and the how. We paid full price plus a $270 delivery fee for a chair that arrived visibly damaged, the delivery crew left before we could fully inspect it, Kardiel’s customer service shrugged, a tech later said it couldn’t be properly fixed, and the best Kardiel offered was a store credit that felt more like a consolation prize than a solution. So yeah, disappointing, and a bit maddening. The delivery happened through FragilePak (Kardiel’s chosen carrier), not one we picked, which already felt like zero control on our end. The box didn’t look terrible from the outside, so when I signed the form handed to me by one of the three delivery people, I thought I could open it in front of the foreman and mark any damage if there was some. Turns out the team wasn’t interested in waiting. The foreman literally said they wanted to leave. He didn’t want to watch me open the box and when I started doing it anyway he shrugged and walked out. It was awkward — I didn’t want to physically stop the men — so I signed and we opened things up. Immediately there was clear damage to the front-right side: crushed veneer and other defects. We stopped right away and called Kardiel. The person on the phone was not helpful and, frankly, pretty defensive. She asked whether I’d ticked off damage on the form (I’d signed, but there was no damage marked because the delivery crew had already left), and then suggested I should’ve physically stopped the delivery team from leaving so they could watch me open the box. That was their take. Not helpful. I next called the shipping company. They were actually the more reasonable party — offered suggestions, seemed surprised Kardiel wouldn’t take the lead on the claim, and even floated the idea of meeting the truck at another stop to get things recorded properly. They weren’t able to do that, though, and advised me to push again with Kardiel. After a couple of emails with Kardiel and sending photos, they proposed a repair person come to assess. Fine, we were open to that. We left the remainder of the packaging in the foyer so there’d be no question that the damage was pre-delivery. When the technician showed up he said he might be able to repair the chair if he could get matching materials, but his later report concluded that corners were crushed and the colour couldn’t be matched — which made the repair impractical. He also noted several smaller damages that would have taken about three hours to fix but implied he wasn’t authorized to spend that time under Kardiel’s goodwill approach. In the end Kardiel issued a store credit of $450. On paper that sounds okay but in reality it felt like they sold us a damaged chair at full price and then handed us a coupon to use in their store. A refund or immediate replacement would have been fairer. To add to the frustration, their “goodwill” note I briefly saw in my account later disappeared, which looked sloppy or like they changed their mind — I don’t know which. We also tried going through the credit card company for a dispute and that was declined, so don’t bank on your card company automatically saving you; it’s not guaranteed. My advice for anyone ordering: be present and insist on an unboxing in front of the delivery person, don’t sign for acceptance if you can’t fully inspect, take photos and timestamps the moment you see any damage, and be prepared for pushback from the seller. If something’s obvious and significant, consider refusing the delivery entirely rather than accepting and hoping for a fix. Emotionally, it’s annoying because you expect a relatively straightforward purchase to be, well, straightforward. Instead we spent weeks coordinating photos, a tech visit, and arguing a bit, and now we’re left feeling like the outcome didn’t match the inconvenience. If you care about time and hassle, weigh that in before ordering from a company that outsources delivery and seems to default to minimal remedies.

I recently bought a piece of furniture online from this one company and was really looking forward to getting it by the end of March. But then in early March, I got an email saying the delivery was pushed back all the way to July. I was pretty bummed out, but I understood. So I decided to just get a refund instead. The company told me it would take 5-15 business days to process the refund. But on day 15, I still hadn't seen my money. I emailed them, but got no response. And by day 17, still no sign of my refund. So I called their customer service and it was a frustrating mess. Apparently, their accounting department doesn't even have working phones, which sounds pretty crazy for a modern company. The agent said they'd look into it, but I'm not holding my breath. This kind of customer service is totally not okay and doesn't look good for the company at all.

The patio furniture I bought was total garbage when it arrived - some pieces were busted up from shipping. Ugh, I didn't feel like going through the hassle of returning it, so I just sucked it up. Then it got even worse - they put it on sale a few days later, but instead of getting my money back for the difference, they only offered me store credit. Shayna's emails didn't make the situation any better.

So, ya know, I got this really sweet blue sofa from this one spot. It looked hella stylish on their site, so I was all like, "Gotta have that in my room!" But when it showed up, it was totally not comfy. Like, my backside was sore after barely even sitting on it. I was pretty let down. And then, when I wanted to send it back, it was a huge ordeal. I had to pack it all up solo, and they charged me a pile of money just to ship it back. And get this, it's been weeks and I still haven't gotten my cash back. Ugh, so not cool! Their stuff seems legit, but unless you're loaded and got a bunch of time to mess with them, you might wanna check out another place.