ComplaintsforStudio McGee, LLC

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hi, filing this because the company is making really faulty products. Here's an overview: -On February 21, 2023, I purchased a cabinet/sideboard from this company for $1800 before tax/delivery -The item arrived at the end of March 2023 -By April 8th, 2023- I reached out to Studio McGee with a few concerns about the quality of the item - the hinges on the doors broke in half. I was also 8 months pregnant throughout all of this, and managing a 3 year old at home. It was truly the last thing I needed to try to figure out at that point in time -The doors did not line up, and the hinges were faulty/broke in a couple of places -In what transpired over the course of 3 additional months, including having a baby (and nearly dying from childbirth), having a newborn at home, I had to keep coordinating with the company to receive only $200 in credit and they eventually send a repairman out to fix the doors -Again, in January 2024, another hinge broke in half. I reached out to offer to buy another replacement hinge (the repairman asked me to) but Studio McGee wouldn't send me one, or even send me a link to let me purchase the correct hinge -Their customer service mailbox is full, and they kept referencing a 30 day window to fix all issues They are making really poor quality items, then refusing to help their customers. Lesson learned, but want to make sure this doesn't happen to others. Given the reviews here and elsewhere, I don't seem to be the only person experiencing this.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order #******-******** ****** ********* ** ********: I emailed the company on December 6th stating that the pendant I received is not the pendant that I ordered…it is completely different and not even the same size. I attached photos of the item I received in the box. Through the course of the next two weeks I exchanged several emails with the company asking me for more photos which I sent to them. I was requesting to return the pendant and be sent a replacement of the pendant that I ordered. The end result was the company insinuating that I switched the pendants and they are refusing to accept the return and send the replacement. Now I have paid $431.00 for a pendant lamp that I DID NOT order. There are many email exchanges that will not fit in this box but I have attached them under supporting documents:

• Initial Complaint

  11/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  My business, ****** *********, purchased 9 Dawson Dining Chairs from Studio McGee on 8/7/23. The purchase was $6,419. Our purchase order number was ****. Our Studio McGee order number was ******. Upon opening the products at our client’s home, we reported to Studio McGee that there were issues. I ordered through our dedicated design trade account. With this, we were supposed to receive dedicated design service. However, once we began our complainers to Studio McGee, all our correspondence was instead routed through a generic support team. I left several phone messages on Studio McGee’s voice mail. Not one was returned. No one ever answered the phone either. As for emails, they all come from one email address. Each email is signed by a different person’s first name, and no last names are listed. The chairs are not as advertised. We know leather varies from dye lot to dye lot. However, the leather on these chairs is not close to the color advertised. Also, the item is stated on the website as easy to clean. This is not true. Our client has followed the cleaning instructions, but the chairs remain unclean. Lastly, after only one month of use, the seats on the chairs are sagging. Studio McGee has since authorized us to return 8 of the 9 chairs. But they said I am responsible for shipping costs (to and fro). I would gladly return the 9 chairs for a complete refund, including shipping fees. The shipping fees are roughly $2,000. In addition, the RMA provided by the vendor is incomplete. I have asked several times for more specifics and, ideally, a phone call to discuss. But I have not received answers to these questions.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed multiple orders with Studio McGee. They tacked on a “warranty” charge for shipment. It was pretty inexpensive, so no complaints. But 3 separate shipments arrived broken. Different days. The boxes themselves show no outward signs of damage. Things are just not packaged correctly/safely. I emailed “support” with pictures, order numbers, etc. ALICIA reached out and initially told me she would replace the items or refund them. Then she reached out by email to tell me she wanted me to contact the mysterious warranty company that was tacked onto my order for $4.00. I called them. They told me how to file the claims. I’m super disappointed in the shattered products. I don’t have time to file claims, wait for them to fund, then they’ll mail them again, likely to be damaged again given their track record. I’m attaching pictures of damaged products and the conversation with Alicia. At this point, I just need a refund. I emailed Alicia to tell her the warranty company told me to contact Studio McGee if I prefer a refund. She responded via email. Apparently she changed her mind and I can no longer request a refund (as she initially indicated as an option in the first email with her). I told her that this purchase has gotten far too complicated, going from one of joy to disappointment and now frustration. At a minimum, they lost me as a customer. But others need to know, buyer beware.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date: 02 SEP 2023 Amount: $18,278.43 After placing the order, I immediately (like within an hour) contacted them about updating my shipping address -- we are building a new house, and I accidentally put in the old address.Granted, the site does say there cannot be changes once the order is placed. And this could be understandable if shipping were immediate; however, some of the items won't ship for two months. So it seems like the company should care enough to talk to a customer and consider what is being asked.As it stands now, all of their communication is basically pre-scripted "no's" to anything the customer asks. And there is no way to have a phone conversation or live chat. It's very clear they aren't even giving thought to the request, much less making any effort whatsoever to help -- they're just saying "no" because that's what they think their "order updates" clause allows them to do.This isn't the first time I've interacted with McGee and *** and the company is definitely one of the top two terrible customer service experiences I've ever had. I seriously wish they could have customer service training from some place like ********-Sonoma / Rejuvenation / Etc.All I'm asking for is legitimate communication with someone. If the items really have shipped, then I understand. If the items aren't shipping for weeks or months, then a little effort to help with a simple address change would really be nice.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Awful, unprofessional and unresponsive Awful! Received a damaged piece from them July 22nd and provided proof the same day! they told me to dispose and provide proof, which I did and that I would get a refund as soon as that was submitted.. Still have not heard back, sent several emails to Sydney and called. No response. Infuriated and will be calling my bank to file a dispute with this company.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a rug plus protection from McGee & Co, and my order came to $4,355.40 including tax and shipping on 3/10/23. Order ******. I opened my rug on 3/24/23, a few days after receiving it, only to find I was shipped the completely incorrect rug. I immediately sent an email on the evening of 3/24/23 with photo evidence of the error. Subsequently, I followed up on 3/27/23. I heard back on 3/28/23 and had been asked if the rug was still wrapped up and that they would file a claim for replacement. I responded on 3/28/23 (about 20 min after receiving their response) saying that yes, it was still rolled up, that I needed front door pick up, and requested a discount for the inconvenience. I heard back from them later that same day, but the message was very confusing and poorly written so I was left unsure of if a replacement had been submitted. I just found out that the claim would take 2-3 weeks for the pick up and they would only issue a 5% discount (which doesn't even cover the shipping cost). I responded with clarifying questions, and was told that was the best they could do and that I should let them know if the address would change or not and then they would pass along the update. I gave them my response, but have still not gotten ANY confirmation of a replacement, a claim, or a complete discount of AT LEAST my shipping cost. I have followed up multiple times via email, tried calling twice (but spent over an hour waiting to get through to anyone), I believe I left a voicemail, and I also sent a message on Instagram. I have no idea how to get their assistance in fully resolving this. I am furious that I spent $4,000 only to not have this issue on their end handled in a timely manner. It's been nearly a week now with no resolution and extremely poor communication. This should have been easily resolved within one or two interactions, and I've spent my whole week trying to just get a hold of someone who even cares to help.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order with McGee & Co on November 21, 2022. The item was listed as in stock and ready to ship. I contacted the business 2 weeks later with no response. I finally received an email Mid-December saying there was an issue and the item would be shipping soon. I emailed on January 10, 2023 asking for an update and was told the item had shipped and would be there soon but for some reason they could not provide me tracking. The item never came, and I reached out again and they said WHOOPS it is lost and we will ship another but for some reason could not refund me and said they had to ship another. I was told the item would get to my house no later than February 2, 2023 and as you can guess it never arrived. As well, I will still never provided tracking. I reached out again and the customer service gal said whoops something happened and it will be there in 1-2 weeks. It is now March 15, 2023 and NOTHING has arrived. I have reached out twice with no response. I have never dealt with such an unprofessional business. It is a truly a joke and they should not be allowed to run this online shop.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased Christmas decor items from McGee & Co. at the beginning of November-aware of the supply chain issues & trying to avoid the Black Friday rush. After spending $49 for shipping, several weeks went past without any communication except confirmation of my order. I sent an email & waited over a week & received no response. I finally called & after waiting on hold for almost an hour, I was assured the package was on its way. I eventually received a package but half of the items were missing & of course I had already paid for them. Another email & another hour waiting for a live person & I was finally able to get a refund for the missing items. After the nightmare of my order, I decided I didn’t want to give my money to a company that thinks so little of their consumers so I returned the items. My package was received 22 days ago & I have yet to receive any communication and/or refund. As I type this, I have been on hold for over an hour. This company’s customer service is beyond awful. Seems they should focus more on their customers than filming shows. I wanted to love McGee & Co but after this experience I will advise anyone I can NOT to purchase anything from them.

• Initial Complaint

  01/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company is borderline fraudulent. They dont allow reviews of the products on their website, and they refuse any customer support after 30 days. I purchased 8 dining room chairs for something like $5000, and within two months a chair broke while a guest sat on it. They replaced that chair, but over the course of the next six months, 3 more chairs broke, all in different places. To be clear, we barely use most of these chairs (one that broke has been used twice by guests only). When the chairs arrived they were unstable, but at this point my 2 year old son says rickety rickety, as he gets into the chair. They are a danger to our kids, and Mcgee & Co continues to refuse to replace any of them, let alone the whole set as they are complete garbage. No one purchases dining room chairs for a 1 year lifespan at any price, let alone at these. Its clear they dont care about their reputation, and are just scalping people to fund their lifestyle.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩