Business ProfileforManhattan Home Design

I purchased two *********************** shell chairs around 3 years ago. The quality of the chairs seemed great initially, but over time the joinery loosens and the chairs wobble significantly--and I mean significantly (the backs will wobble/rotate 1-2 inches in both directions; tried to attach a video but was unable). The hardware attaching the cushions to the chairs is also flimsy, and the screws eventually fell out (and were lost) as a result. More importantly, however, the customer service I have received since trying to merely replace the hardware (they would not replace the chairs except by offering to sell me a new set at a discount) despite the malfunctioning joinery) has been embarrassingly poor. My first email was sent on April 16--literally 30 emails later, they finally shipped the replacement hardware, but shipped it to the wrong address. Their customer service point person is excellent, but their logistics manager "ghosted" me and then ultimately ignored the shipping address I had requested once the customer service team stepped in.This ended up being a serendipitous mistake because by the time they actually shipped the hardware, I had moved out of the home at the address I had asked them to ship to.

Hello ****,I sincerely apologize for the inconvenience youve experienced with your *********************** shell chairs.Our standard warranty covers products for one year from the date of purchase. Since your chairs were purchased three years ago, they fall outside this warranty period. However, we understand the importance of quality and customer satisfaction, and we are committed to assisting you in resolving these issues.We are currently undergoing a company acquisition, which has impacted our response times and service efficiency. This might cause some delays in addressing your concerns as we are working overtime to resolve issues for recent and current customers. Nevertheless, our team is dedicated to supporting you. We will review all communication and send you the hardware to the new address on file.