MacKenzie-Childs

Customer service is just terrible. It will be the downfall of this company. We had a bowl that we used 2x and the enamel just completely wore away and exposed the surface below (which according to their own website is a health issue). We handwashed this items only and on multiple places it wore away. Their customer service said they could do nothing about it as it was beyond the 10 day policy for returning it. Their own website says "normal wear and tear" which clearly this is not "normal". They are either just setting themselves up for lawsuits or they are going to be facing bankruptcy soon or both. Clearly this company is in trouble when they can't handle defective items sent to customers. We have been regularly followers and supporters and will no longer be buying MacKenzie-Childs. Shame on someone for running a company like this.

In my last two separate purchases through MacKenzie-Childs I have received damaged goods that I notified them of and requested a refund and/or replacement. I followed the instructions, sent them pictures of the damaged items and continued to wait for responses that never came. As I tried to continue to pursue follow-up it became too frustrating because it was just runarounds to prevent the credit or refund of the products. This manufacturer can have quality items, but the quality is not consistent, and their policies and customer service is an atrocity. Buyer BEWARE, go elsewhere.

Ordered from the Barn Sale last year and it took 3 months before I received the items. As others have stated customer service is nonexistent. This year, I thought "No place that values their customers could have such atrocious service twice in a row." Wrong . I purchased a couple of items totaling over $300. Four days later, still during the Barn Sale, one of the items had decreased in price. I contacted them thru email (because you can't get anyone there by phone) and asked for a price adjustment. I was told they wouldn't give one, even though it was still during the sale. If you look online for reviews, there are hundreds, and most are negative. I have never seen a company with so many BBB complaints. I do a lot of ordering online and have never experienced a company with a F--K you attitude toward their customers. Hoping I will get my items in one piece before the end of the century, but I will NEVER purchase from this company again.

I got a Visa Gift Card for $100 for Christmas. I decided to go on the Mackenzie Childs website to purchase a platter. I purchased a platter that totaled 92.66 which includes tax and shipping. I used my Visa gift card to purchase the item. After a week Mackenzie Childs emails me to say the gift card was declined. It was approved when I initially purchased the item. The problem was when they re ran the gift card after the initial purchase. The gift card only had a $100 value so if you rerun the card it will decline. Now they say I have to give them another credit card to purchase the item. I. The meantime I am out of 92.66 from the gift card I used to purchase the platter.
I sent them 4 emails with no response. They have the money for the platter but I cannot get it until I give them more money for something I all ready paid for. This is very upsetting and I cannot believe this company has gone down this low. I have been a customer for 10 years and really enjoyed shopping on this site. BUT their customer service is HORRIBLE and now buying on their website is unreliable. SMH

I have been a loyal customer for decades. I am leaving on a trip and trying to change the shipping address. It has been 6 working days and still no answer

my order hasn’t shipped yet and it’s been over a month since the order was placed! They’re ridiculous! Customer service is nonexistent and I keep getting the same message: you will get an email when the order ships

If you like to play the lottery, enjoy taking chances this company is for you. Ironically, if an item is on Clearance, you'll likely receive it --- they can't wait to clear their warehouse of items that flopped, until you came along. But if it's a new item, or a "hot" one, meaning they paid for only XX in China and now you came along, your money will be held up, and again if you like taking chances this is one: You may receive the item on some sunny day, or you will simply hang on, your $$$$ tied up, and rather than fight you'll forget and move on. There are no guarantees of anything here. Buying a wedding present? You better hope the couple is still together by the time the gift arrives --- if it ever does.

This place is the worst when it comes to its customer service, after emailing them several times you just get the standard reply back and never get to a real person. I called and they just disconnect you I cannot believe they are still doing business this way. I'm glad I just ordered a pillow and not something really expensive.

Beware. Everything is wonderful, unless you have a problem. I received broken items.
The only way to contact customer service is email. If you are lucky you get a reply in 2-3 days.
It took 3 weeks for a full conversation.

I could not find a phone number to contact Customer Service for McKenzie-Childs. I have purchased their items for many years from Nieman Marcus. I am sitting here at my computer and need to place an order, but am not able to do so because I cannot discern from their web site the specifics about a particular item.

Please call me back and leave a message at 325-400-2747 and leave a phone number and time of day you would like for me to call Customer Service. Mary Ann Fergus

I have given them one star because there is not an option for zero stars. MacKenzie-Childs is the worst online furniture retailer ever. After ordering (and paying for) an armchair and a sofa, I first get the armchair in a huge box with it's wooden dolly - that's it. No unboxing, no moving to where it needs to be. AND no number to call, only an email. I emailed to ask about white glove service. Within 2 days they email me back saying they do not do that. So I responded back (again via email) to cancel my sofa - I mean, how the heXX am I going to unbox both items and move them to where they need to be? The armchair box was huge, I could only imagine the sofa! Took them 2.5 days to respond to that. Meanwhile, the sofa was delivered at the FedEx center. The customer rep took it upon herself to issue FedEx to send back - without consulting me. So this means I paid for shipping back plus a re-stock fee, which was quite a lot. I then emailed them about that - within a day I had the same customer rep state this was their policy. Had this customer rep responded more quickly to my first and second inquiries or if there had been a phone number to talk to them, I would not have needed to pay the reshipment + restock fee. This is FRAUD. DO NOT DO BUSINESS WITH THIS COMPANY! THEY ARE A FRAUDULENT COMPANY

I ordered $350 worth of MC merchandise, and paid $32 for shipping. THE DAY AFTER I received my order, I received an email from them offering free shipping for anything over $150. My order was more than twice that. So after seeing this email on free shipping, I sent them an email asking for a refund on my $32 shipping cost, only to be told that they would not do that, even though the merchandise I ordered was included in their free shipping offer. Most companies consider their customers very valuable, want to retain them, and would have refunded my $32. For other companies telling me this, I would have packaged up my merchandise, and mailed it back, but you can't do that with them, as any return shipping costs are the customer's responsibility! (What happened to most company's free return policy?) To begin with, for a company that sells such expensive items, and in these days of competition regarding shipping, they should be providing free shipping after a certain purchase price anyway. Very disappointed in their response to me, and I have shared that with others.

They have disconnected their phones, so there is no way to call, and they don't return emails asking for status updates. Two weeks later, they have not shipped my order. I just know they will blame it on the mail. This happened last year - it took a MONTH to get my stuff, and one thing was broken, obviously broken before it shipped - and they SWORE that they had made changes. Meanwhile, the gifts I ordered will be too late. This is my last order ever.

They have shut down their phone customer service and refer all issues to be resolved via their email address and those emails go unanswered for a week or more. When you finally receive a response, they drag out any resolution. A request for a refund or repair kit for a damaged item took weeks to resolve. Further, they continue to leave items that are on major backorder (more than months) on their website and then place a pending charge on your account weekly for those items they cannot fulfill. They mislead customers saying that their products are handcrafted in the US at their Aurora site; most of the items are made in China and the quality has declined to nil.

Horrible customer service and very racist. Can not believe Neiman Marcus sell there products

Terrible customer service. They do not honor their policy. I was told they would issue a creit within 10 days if their were any discounts offered, one day after I placed my order, they offered free shipping. When I contacted them they would not honor their offer.

I placed an order two weeks ago; the same tea kettle was on Amazon with prime two day shipping, but I thought it might be better to order directly from the manufacturer. Two weeks go by and order status just says 'open'. I've tried to call, emailed twice, wrote to their online contact us form, and NO reply. I am so upset. I can't cancel my order I can't track my order. What do we do? I will NEVER buy this stuff again.

Truly unbelievable. There is absolutely no customer service and for a company that charges these incredible prices for junk Made in China, I shouldn’t have expected anything less, but I saw a vase I liked and decided to go for it. I spent $500 on various items and never even received some of the items! What a fraud. Do not purchase from this company!

I cannot believe this is happening. MacKenzie Child is such a reputable and high end store. I have been trying to contact them on the phone and emailing CustomerService for DAYS. No one will answer by emails. No phone communication either. I left message and no answer. This is disgraceful for an organization such as this. All I want the address to return a purchased item. There was no packing slip in the package. Horrible Customer Service. Actually, there is NO customer service. They are ignoring the wrong people.

email for a week as they have shut down their call center. tens of thousands invested and no-one will return email and obviously no one working on phoning anyone. absolutely horrible to treat good or any customer this way! they should have calls rerouted to people working from home like all my other stores I purchase from have!