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| - My husband and I ordered a custom Oracle Island from Design Republic in mid-2015. (Only getting around to leaving a review now.) Although we are thrilled with the final product, we had extensive challenges getting it and therefore will never be doing any kind of business with the company again.
In a nutshell:
-Product was ready within stated timeframe, and scheduled to be delivered on a Friday between 2PM and 5PM. I had booked the afternoon off work in order to be home to receive the island, only to get a call at 11:30AM that day that the product had been damaged in a warehouse move and parts of it had to be rebuilt.
-Two weeks later, product was scheduled for delivery between 2:00PM and 6:00PM. We received written and verbal confirmation the day before that everything was on track. I took the afternoon off work, and waited. And waited and waited and waited. Island was a no-show. Because customer service closes before the delivery window closed, nobody was available to help us once we realized that the product likely was not going to be arriving that day after all. We found out from an associate at the store the following day that there had been a "mix-up" and the island hadn't made it on to their truck. (A "mix-up"?!)
-Third time's a charm....right? Not so much. This time we agreed for DR to send our island via an external delivery company since they had already inconvenienced us twice and were otherwise booked. The island did arrive this time around, but - believe it or not - the drawers were a different colour than the rest of the piece! Apparently the person who placed the order forgot to denote the preferred colour for the drawers on the order, and therefore they were built in the base model colour rather than the colour we had selected. Nobody on the manufacturing side questioned the fact that the drawers didn't match the rest of the piece!!!
Furthermore, although we had gotten confirmation in writing that the individuals from the external delivery company would be equipped to set up the island upon its arrival, they weren't. At this point, Marcus from the warehouse, having some empathy for how frustrated we were, offered to stop by on his way home from work, on his own time, to set up the island for us. (Thank GOODNESS for Marcus!!!)
Our experience seems to align with many of the others who have left reviews on this site. As mentioned, we absolutely love the finished piece, and get lots of compliments on it.
Long story short, if you are willing to risk the possibility of frustration and runaround in order to get a piece that you probably will love in the end, then Design Republic can be recommended. As for my rating . . . 0 stars for customer service, 1 for the final product, and 1 for Marcus' willingness to help.
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