Bad product and bad customer service, be careful
I encountered a significant discrepancy between what I expected based on my order and what was actually delivered to me by the seller, coupled with unsatisfactory customer service. The issues at hand involve both the product specification—specifically the color of the carpet—and the method of shipping, which resulted in damage to the carpet. Let me detail the issues and the response from the seller's customer service:
Product Specification Discrepancy: I had placed an order for a custom carpet, specifying a design in tones of gray. However, what I received was a carpet in tones of orange. This represents a clear deviation from the agreed-upon specifications of the product. The essence of placing a custom order is to receive a product that is tailored to my specific preferences, and any deviation from these specifications typically entitles me to some form of remedy.
Shipping Method and Resulting Damage: Instead of being shipped rolled, as is appropriate for such items, the carpet was shipped folded. This method of shipping for delicate items like carpets can significantly impact their condition upon arrival. Folding such items can lead to permanent creases or damage, which is often not reversible, contrary to what might be expected with proper handling.
Customer Service Response: The response from the seller's customer service has been to not acknowledge their mistakes. Instead, they have attempted to shift responsibility by suggesting that I had approved the product based on a screenshot and asserting that the damage from shipping would resolve over time. Such responses feel dismissive and not reflective of the actual situation, especially when the evidence and my own experiences directly contradict their claims.