Customer ReviewsforManhattan Home Design

I purchased a chair and ottoman (not cheap) and the chair arrived in a much different color than the website. okay, so I am willing to return it and eat that cost, in addition to the egregious 15% restocking fee I would be faced with. it is NEARLY IMPOSSIBLE to return, and I cannot believe how difficult this now is. turns out I need to find a pallet, buy ratcheting straps, attach my item, and drive it 50+ miles to drop this off. they are unable to offer insurance because it's furniture, which is a requirement from Manhattan Home Design to accept the return. I am at a loss. it seems MHD has made it impossible to return their product, and I will never order from them again or recommend them.

Hello *********,We sincerely apologize for the inconvenience you've experienced. Our team has carefully reviewed your case and has provided a solution that we hope addressed your concerns. We are exchanging the chair and waiving the restocking fee. We have also provided you with shipping options to mitigate the shipping cost. If you are not satisfied with the proposed solution or have any further questions, please don't hesitate to reach out to us directly. We are here to assist you and would be happy to discuss this matter further.Thank you for your understanding, and we appreciate your patience.*****************

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.

After reading other reviews, I feel that my experience was typical and that one star is warranted. If they had been able to deliver, I could see this going up to 3 stars, but they were still pretty bad. I ordered an "in stock" desk from their website that said it would ship in 24 hours. It still says the same thing right now on the site. I ordered it in January. After multiple delays, I canceled it in late April. They did respond to me throughout after I started weekly check-ins and even offered a partial refund or other product for free to offset my "unique" experience. My main issue was that they legitimately felt like a scam in every way except that they responded every time I asked for an update. After seeing the other reviews, I see that this is their MO. Overpromise and underdeliver. I can't say they are thieves, but at a minimum, they are deceptive in their website advertising and, in my opinion, not competent in completing an order.

Hello ********,I hope this message finds you well. We sincerely apologize for the delays and inconvenience you experienced with your recent order. We understand your frustration and regret that we were unable to meet your expectations. We strive to provide timely and reliable service to all our customers, and we acknowledge that we fell short in this instance. At this time, per your request on 4/25/24, we have cancelled your order. A full refund has been issued the same day the request was received. The desk will be available in 2 weeks in case you wish to reinstate your order. We value your feedback, which helps us improve our services. If you have any further questions or concerns, please do not hesitate to contact us.Best regards,****

Do not trust any shipping times quoted on this company's website or by their customer service. Feel free to read the other reviews to get a sense for their deceptive practices. I ordered a chair that was (and still is) clearly labeled as "Ships in 24 hours". Six weeks later and numerous emails back and forth, and now the item is delayed another several weeks. Steer clear of this store unless you want to be deceived.

Hello *****,I sincerely apologize for the inconvenience and frustration you've experienced with your recent order. We deeply regret that our shipping times did not meet your expectations. Your order was received on 4/6/2024, we sent you a notification informing you of the delay in shipping as soon as our team discovered the item was not available to ship immediately. The initial shipping day we gave you was 5/10/24, which was then pushed back to 5/22/24. This miscommunication was caused by a delay in the arrival of the shipping container to the port. We understand that the delays must have been frustrating, as a sign of good faith gave you a $200 discount as an apology for the delay. The chair arrived on 5/22 and has been available to ship since then. On May 13th you requested a cancellation and refund and we processed the cancellation and refund the same day. Please know that your feedback is taken seriously. If there is anything else we can do to assist you, please let us know. Your satisfaction is our priority and we are committed to making this right.Best regards,****

To start, I would NOT recommend this company based on the communication and the experience before receiving the product. I am expecting it to be delivered tomorrow, June 13, 2023. I'll write a separate review of the produce itself if needed. The assured me with will be "worth it". 2 stars as the company has responded in decent timeframe and the shipping company was apologetic for another delay. I think there's room for improvement to ultimately make this experience better. The price is hard to beat but I don't think it redeems the experience thus far. I bought a ********* Daybed in mid March 2023. The website indicated it had 2 in stock to avoid back ordering and waiting 2-3 months. I have hardly any furniture so timing and selection is important to me. I get a confirmation email in the next couple of days it's on backorder so I emailed to ask what happened. They explained stock is hard to manage and assured me it would be "custom-made" for me. NOTHING about my order is custom; it's literally just what was available pre-determined, a black, leather, daybed, that just ran out of stock. I was open-minded at this point; reasonable response on behalf of the company if not false advertising and reassurance around this daybed being 'custom'. It's desirable piece. I can wait/have filler furniture. This site is not high-tech. I have to outreach, because I'm not getting emails or updates on 3/30, 5/4, 5/24, 6/3, 6/5 because this was projected to arrive in late May. On 5/24 that I learned it was delayed shipment by a few weeks. I would not have known if I didn't take the initiative. So, I'm irritated. I planned vacation intentionally and I still have to take off of work. MHD emails me the shipping company will call me to set a delivery appointment in 2 different emails. Monday I call the shipping company and I had to set up an appointment, complete opposite of MHD wrote in 2 different emails. It's not a scam but it's not a whole experience either. Frustrating experience!

Hello *******,I am sorry if the shipping company gave you the impression that the call was your responsibility. It is not.In all cases, it is the carrier that calls to schedule the delivery appointments. Ultimately, they are the ones that need to do this because neither recipients nor shippers have insight into their operations.In your case, due to previous delays in stock arrival at our distribution facility, we used a carrier named Daylight Tucking. Daylight Trucking is by no means a budget carrier, they charge a premium for their services which we pay to get your daybed from ** to ** in a timely manner. Budget carriers will take 2-3 weeks to get it done, Daylight would have gotten there in 4-5 days. We state this because we expect the service they provide to reflect the fact that they are a premium carrier. Part of the service we are paying for is " Delivery appointment required" which is an accessorial service we request specifically to prevent these types of issues.The Bill of Lading, showing the appointment requirement was sent to your email. I tried to reach you over the phone to see if I could be of further assistance but was unable to reach you. Again, I am very sorry this happened to you. Please feel free to email us with any additional questions or concerns you may have. Best regards,***