I don't normally leave negative reviews but, after trying to find a peaceful resolutions, I feel the need to warn others of risk of doing business with this company While the products look nice, they made several errors with my order that will end up costing me about $ The products which they shipped me did not match what I was invoiced for, yet they insist I pay expensive return freight
Here are the highlights:
- The estimated 4-week delivery turned out to be weeks and day
- I was invoiced for a custom bathroom vanity with a specific pair of copper "sinks installed" The vanity that arrived did not have sinks or even holes cut in which to install sinks, and had different decorative accents than what was pictured
- Upon reporting the missing sinks, FoxDen shipped me sinks separately and suggested I find someone local to modify the vanity to have them installed The sinks that arrived were different from what was pictured (no overflow drain, so I would need to buy new fixtures) To make matters worse, our contractor confirmed the large dimensions (depth and diameter) would make it impossible to install in the vanity and have room for plumbing and fixturesThey could simply not be made to fit
- We were also invoiced for a shelf to match the vanity, which did not arriveWhen I asked about it, the representative said "someone said it broke" Great, thanks for letting me know
- Calls and emails to their support desk usually go unanswered and unreturned Raising a dispute through my credit card company finally seems to have got them to start responding to me, but FoxDen continues to be completely uninterested in making things right
Despite all of the above FoxDen is refusing to issue us a refund unless we cover return shipping costs for the items, although the items we received are not at all what we ordered Those shipping costs appear to be north of $and I'll have no choice but to pay them because we're moving out of state and need to be out of our house next weekI've also incurred expenses with out contractor and plumber due to consultations and delays All in, I'll be out about $due to FoxDen's mistakes
FoxDen claims that it is "their policy" to have customers pay for all returns I'd be fine for that if what we were invoiced for is what they shipped us, but that's also not the case They website also says "we will send pictures prior to shipping any piece of furniture for your reviewWe will never ship a piece of furniture without your approval first." They didn't do that Had they, this whole situations would have been easily avoided
Buy at your own risk If they make a mistake (and they seem to have a habit of making them) you'll be the one paying for it
Order placed January 28, Order of pieces paid in full early February with the understanding of a 4-week turn aroundOne piece arrived poorly built in March with no hardware, purple discoloration, unlevel by almost 3/8" and not moisture sealed as specifically indicated in invoice (bathroom vanity)No action was taken by Fox Den to remedy any of these issues despite numerous effortsI now have a 1/piece of plywood wedged under the left rear leg to make it "mostly" level on a newly poured concrete leveled bathroom floor
A month later in April (over a month past the absolute latest deadline) we received a desk soaking wet with stainI had to leave it on the rear porch for weeksThere was only one "floating" shelf (we ordered 2) improperly made with no mechanism to affix to a wall, you know, the "floating" partWe were subsequently accused of lying about the contents of the box by the owner Chris Stewart
We sent countless emails and spent untold hours on the phone with Elaine in customer service She would acknowledge the absolute absurdity and ineptitude of how the situation was being handled but was able to provide no real help Of the pieces we have received, only one was built properly and to the correct specificationsUnfortunately, this piece was to be accompanied by two matching shelves to be installed above the desk and we only received one
We waited one month, no big deal that was the arrangement plus a few weeks if neededWe waited two months, ok they're busy and trying to get this all sortedItems started showing up poorly made/not as ordered, alright, we will make it workThey're nice folks and the rest of the stuff is on the wayWe waited three months, still can't get hardware for vanity rendering it unusable, the rest of the order is nowhere to be foundFurthermore, we are being told it has all been built and we will be receiving items any day nowNope, four months, we waited four months while the owners hid behind Elaine giving excuse after excuse after excuseNo deadline was met and many of the items had still not been madeInstead of owning that and cutting their losses, Fox Den doubled down and made a hard and fast deadline to conclude our businessYou know what happened that day (April 27th) nothingFox Den did nothing, not even a phone call, nothing
Finally we dispute the charges (four months later) on the credit card Guess what? Phone won't stop ringingGuess who? Fox DenThis company is best avoided at all cost We are not alone in this experience and to top it off the owner Chris Stewart's response in part was:
"Even though we give an estimated completion date, we don't guarantee any custom order time frames and we have a return and cancellation policy so that our customers can move on at any time if we can't complete within the estimated time frame."
They will not take the items on return
Furthermore, the owner Chris Stewart posits that our entire month disaster with Fox Den was a premeditated attempt to steal their goods:
"[you were] planning all along to have us build you something that you fully intended to steal all along, using coercion and credit card dispute loop holes"
Never so much as a word from the owner in months of this train wreck, then contacted to say we were trying to steal from them all alongCall to make an order and they fall over themselves to respond, not so much once they have your money
My husband and I recently purchased a bathroom vanity from Fox Den Decor and we were so pleased with our order we wanted to share our experience.
The team was super helpful and helped us design our bathroom from the ground up! Elaine was extremely helpful and mailed us nearly 20 different paint samples until we finally decided on the first one we originally wanted, lol.
Once we got our vanity home and installed it we received so many compliments on it! It is definitely a beautiful piece of art and we are getting ready to order a bedroom set next!
The Fox Den team was awesome and friendly and we couldn't be more satisfied!
I don't normally leave negative reviews but, after trying to find a peaceful resolutions, I feel the need to warn others of risk of doing business with this company While the products look nice, they made several errors with my order that will end up costing me about $ The products which they shipped me did not match what I was invoiced for, yet they insist I pay expensive return freight
Here are the highlights:
- The estimated 4-week delivery turned out to be weeks and day
- I was invoiced for a custom bathroom vanity with a specific pair of copper "sinks installed" The vanity that arrived did not have sinks or even holes cut in which to install sinks, and had different decorative accents than what was pictured
- Upon reporting the missing sinks, FoxDen shipped me sinks separately and suggested I find someone local to modify the vanity to have them installed The sinks that arrived were different from what was pictured (no overflow drain, so I would need to buy new fixtures) To make matters worse, our contractor confirmed the large dimensions (depth and diameter) would make it impossible to install in the vanity and have room for plumbing and fixturesThey could simply not be made to fit
- We were also invoiced for a shelf to match the vanity, which did not arriveWhen I asked about it, the representative said "someone said it broke" Great, thanks for letting me know
- Calls and emails to their support desk usually go unanswered and unreturned Raising a dispute through my credit card company finally seems to have got them to start responding to me, but FoxDen continues to be completely uninterested in making things right
Despite all of the above FoxDen is refusing to issue us a refund unless we cover return shipping costs for the items, although the items we received are not at all what we ordered Those shipping costs appear to be north of $and I'll have no choice but to pay them because we're moving out of state and need to be out of our house next weekI've also incurred expenses with out contractor and plumber due to consultations and delays All in, I'll be out about $due to FoxDen's mistakes
FoxDen claims that it is "their policy" to have customers pay for all returns I'd be fine for that if what we were invoiced for is what they shipped us, but that's also not the case They website also says "we will send pictures prior to shipping any piece of furniture for your reviewWe will never ship a piece of furniture without your approval first." They didn't do that Had they, this whole situations would have been easily avoided
Buy at your own risk If they make a mistake (and they seem to have a habit of making them) you'll be the one paying for it
Order placed January 28, Order of pieces paid in full early February with the understanding of a 4-week turn aroundOne piece arrived poorly built in March with no hardware, purple discoloration, unlevel by almost 3/8" and not moisture sealed as specifically indicated in invoice (bathroom vanity)No action was taken by Fox Den to remedy any of these issues despite numerous effortsI now have a 1/piece of plywood wedged under the left rear leg to make it "mostly" level on a newly poured concrete leveled bathroom floor
A month later in April (over a month past the absolute latest deadline) we received a desk soaking wet with stainI had to leave it on the rear porch for weeksThere was only one "floating" shelf (we ordered 2) improperly made with no mechanism to affix to a wall, you know, the "floating" partWe were subsequently accused of lying about the contents of the box by the owner Chris Stewart
We sent countless emails and spent untold hours on the phone with Elaine in customer service She would acknowledge the absolute absurdity and ineptitude of how the situation was being handled but was able to provide no real help Of the pieces we have received, only one was built properly and to the correct specificationsUnfortunately, this piece was to be accompanied by two matching shelves to be installed above the desk and we only received one
We waited one month, no big deal that was the arrangement plus a few weeks if neededWe waited two months, ok they're busy and trying to get this all sortedItems started showing up poorly made/not as ordered, alright, we will make it workThey're nice folks and the rest of the stuff is on the wayWe waited three months, still can't get hardware for vanity rendering it unusable, the rest of the order is nowhere to be foundFurthermore, we are being told it has all been built and we will be receiving items any day nowNope, four months, we waited four months while the owners hid behind Elaine giving excuse after excuse after excuseNo deadline was met and many of the items had still not been madeInstead of owning that and cutting their losses, Fox Den doubled down and made a hard and fast deadline to conclude our businessYou know what happened that day (April 27th) nothingFox Den did nothing, not even a phone call, nothing
Finally we dispute the charges (four months later) on the credit card Guess what? Phone won't stop ringingGuess who? Fox DenThis company is best avoided at all cost We are not alone in this experience and to top it off the owner Chris Stewart's response in part was:
"Even though we give an estimated completion date, we don't guarantee any custom order time frames and we have a return and cancellation policy so that our customers can move on at any time if we can't complete within the estimated time frame."
They will not take the items on return
Furthermore, the owner Chris Stewart posits that our entire month disaster with Fox Den was a premeditated attempt to steal their goods:
"[you were] planning all along to have us build you something that you fully intended to steal all along, using coercion and credit card dispute loop holes"
Never so much as a word from the owner in months of this train wreck, then contacted to say we were trying to steal from them all alongCall to make an order and they fall over themselves to respond, not so much once they have your money
My husband and I recently purchased a bathroom vanity from Fox Den Decor and we were so pleased with our order we wanted to share our experience.
The team was super helpful and helped us design our bathroom from the ground up! Elaine was extremely helpful and mailed us nearly 20 different paint samples until we finally decided on the first one we originally wanted, lol.
Once we got our vanity home and installed it we received so many compliments on it! It is definitely a beautiful piece of art and we are getting ready to order a bedroom set next!
The Fox Den team was awesome and friendly and we couldn't be more satisfied!