"Date order placed: January 28th
Date final order received: April 29th, and compensatory check received in June
So disappointed that we wasted our time and money with this company. Dealing with them was frustrating, inefficient, time consuming and in the end, not worth the savings at all. The workmanship on our 2 pieces was quite poor and required hours and hours of work to fix their mistakes. The pieces did not come out as polished and attractive as their pictures show. Communication with them was painfully inconsistent and slow. Here’s a recap of our 5 month headache with them.
1. No timely or consistent communication at all. The majority of our phone calls, emails, and voicemails went unanswered. Our emails would go 5 or more days without a response. We had to repeatedly reach out to them for statuses on our overdue order — our 30 day order took 5 months. We caught them only answering our phone calls from unknown numbers. Then they had the nerve to accuse us of harassing them and their response time worsened.
2. They never followed through with their promises. They would say they’ll send us this or that and they never did. You can tell the communication among the employees (they are all family) was poor which added to these failed promises.
3. Only half of our specifications for the custom vanity and linen tower were followed. We spent hours constructing simple diagrams and graphics with exact measurements so there would be no way for them to misconstrue. We also listed all of our parameters in an easy-to-read bulleted list. Somehow they still managed to forget shelves, forget holes, not follow directions for drawers, etc. We had to drill our own holes through 2+ inches of wood for the sink and faucet and also had to create our own cutout in the back of the vanity for the plumbing. The products are made in a Mexican warehouse – we did not know this prior to ordering – it’s possible that miscommunication between Foxden and their manufacturer(s) led to inaccuracies in our order.
4. As for the forgotten shelves, it took weeks for them to construct and send them to us, and despite our many photographs and measurements, they managed to completely screw those up as well. The shelves did not fit in the cabinets and they were off by 2 inches on some cuts. They refused to ship us new ones to correct their mistakes, and suggested we go to a local carpenter to have some made. This was completely unacceptable to us since we paid them for cabinets with shelves and wanted the shelves to match. With persistent follow up, they finally agreed to send us a check to get new shelves made locally; the check however was not enough to cover labor and supplies, and was not mailed to us until June, because they somehow didn’t have our address and we had to play phone tag with them to verify our address (even though it was provided when we placed our order through Etsy and through consequent emails).
5. We were all in agreement in writing that we would send our faucet to them and provide the diameter of the sink so they could precisely drill holes for both the faucet and sink. Not only did we receive the vanity with no holes drilled, but they managed to lose our faucet that was shipped to them directly from Amazon. As if this was not frustrating enough, there was no urgency to find it or replace it. They ultimately found it a week later, and told me they wouldn’t be able to get it in the mail until the following week. So we had our vanity sitting in our living room for two weeks while they took their time to send us our faucet they lost.
6. The wood staining on both pieces looked like it was done in a high school woodshop class. It was extremely blotchy, nothing like their pictures, and rubbed off on your clothes just by brushing up against it.
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