Birch Lane Reviews

I ordered the “Wiggins upholstered low profile standard full-size bed” from Birch Lane on January 2, 2021. But instead on January 9, 2021, they sent me a footboard, rails and slats from the “Cassville” bed without a headboard.

In disappointment, I called Birch & Lane to cancel my order because I didn’t have a headboard. They told me I had to wait six days before they could intervene because that was their protocol. In the meantime, they gave me a new tracking number to get shipping updates on the missing headboard.

While awaiting the six days, this is when I realized that not only did I not receive the headboard, but the footboard was the wrong brand. On my shipping order, Birch Lane sent me an item labeled the “Cassville Linen Footboard and Rails and Slats.” On my receipt, it says I purchased the “Wiggins Upholstered bed” from Birch Lane. When I looked up the “Cassville bed” in the Birch Lane website, I couldn’t find it anywhere. So, I researched the web to find that it was a cheaper bed on Wayfair. Why am I receiving a bed from Wayfair which, has a lesser value than the one I purchased through Birch Lane? Also, I’m unable to track updates on the headboard through the tracking id they gave me.

On the 6th day, I called again to cancel my order and receive a full refund. I was told I could receive a partial refund once they pick up the wrong items (Cassville footboard, rails and slats) that were delivered to my home. They also said I would have to wait another 6 days to see if the headboard would arrive at my home and then have it picked up Birch Lane to receive the full refund. What makes me even more furious is that the partial refund they are trying to give me is not even half of what I initially paid for the bed. Once again, Birch Lane disregarded my concerns and told me to wait an additional six days for shipment changes (regarding my headboard) that I no longer want.

The customer service is trash. The lady I spoke with from the Birch Lane’s customer service department was practically reading off a manuscript while ignoring my concerns. I even asked to speak to the supervisor but was never given that opportunity. ARE YOU FREAKING KIDDING ME???

My time and money have been stolen by Birch Lane. Don’t ever shop here unless you want to deal with a SCAMMER.

I ordered a Christmas wreath nearly a month ago. The Birch Lane forecast delivery date has come and gone. No place on the website to contact customer service. Will not use them in the future.

Abhorrent customer service. Will not purchase from this company or Wayfair again.

We ordered a mirror described a distressed maple wood frame for $450. It is actually MDF wrapped in paper.
Poor business practice misleading customers

DO NOT ORDER FROM THIS COMPANY! I ordered a Christmas tree weeks ago. It was supposed to come 11/23 and now they don't know where my package is and won't give me my $400.00 back. I now need to hopefully find a tree and spend another 400. Out of my budget. They won't refund until I receive the order and return. What if it never comes. They keep my money forever!!!
DO NOT USE THIS COMPANY!!!

I signed up for an account with Birch Lane because there was an offer for 10% off on one item. When I received my discount email, I clicked on the shop now link and purchased an expensive bathroom vanity. Apparently I was supposed to also enter a discount code at the time of check out. I received my receipt and saw that the discount had not been applied. I called "customer service" to see how they could help and they told me that they have no way of issuing a refund to a credit card. I do not believe them for a second, there is no way that is the truth. They did nothing for me. I spent a lot of my money on their product, going through the link they sent with my discount, only to find there was no discount. I do not plan to buy anything from Birch Lane again and will use every opportunity I have to suggest that others take the same approach. They proved to me that they do not care about their customers. They could have easily fixed this situation, but instead they chose to treat me in a very demeaning fashion. This is proof to me that Birch Lane is not a company to be trusted.

Thieves and liars. I bought a bed from them and knowing it was coming from the states, I ordered over the phone so that there wouldn't be any problems. The saleswoman assured me the price that I was paying was in Canadian dollars TWICE. When my credit card was charged 300$ more than my order (which clearly states CAD) , I spoke to a manager who said they will not honor that amount. I asked for the original order phone call to be reviewed as they record them and the manager Yevonne blatanly lied and said that on the phonecall I was told it was in American!! You can probably imagine my shock to this lie and so I asked to listen to that call and conveniently was told that this is not possible!! I just wanted this company to apologize and better train their sales staff so that this doesnt happen but instead they just lie to you!!! This manager just made up a fake story to not take accountability!!! they record phone calls for their gains, not yours and just lie !!

We recently redid our first floor and much of the decor came from Birch Lane! Their rug selection is especially big with plenty of reviews to help an overwhelmed customer make a good decision!!!

I wouldn’t even give this site one star, even that is pushing it! When speaking on the phone to customer service it took not only very long but the lady was very rude and implied that I was unable to use my husbands card. From the beginning they cancelled our order for having a different billing and shipping address. The lady was very unprofessional and told both me and my husband on a three way call that we should change our address associated with the card; as if she was the bank!! I do not recommend buying anything from here!!

I ordered teak patio chairs and they are not delivered yet. When I looked at their site today I see that the chairs are on sale. I called Birch Lane and spoke with 2 associates and a supervisor. I asked that the sale price be given as a customer service courtesy. I was told no, they could not adjust the price. It would have amounted to $60 on a $1,100 purchase. Most major retailers would have reduced the price to the sale price. I will not give them any more business.

It deserves 0 stars if it was an option. The company is a joke and bs. Their customer service sucks. I will never purchase from them again.

I inadvertently ordered the wrong kitchen island. I called Wayfair a short time later, practically begging to stop/or change the order. The rep.,said he couldn't stop the shipment; it's already gone out? I asked if he could ask a supervisor as it's only been 20-30 minutes or so- you stated delivery wasn't available until 3 to 4 weeks? Am I suppose to believe it's already on a truck? He said yes; and that I have to accept delivery at end of month and also would have to pay and arrange to have it shipped back myself. I asked if he could ask a manager; he said there is no way to stop it. It is on it's way. I was so frustrated! I later called customer service; got an outstanding customer service rep., who was working out of Upstate NY, Kayla O. She was so helpful, patient and very understanding; and was able to cancel the order for me; no problem at all! No negative attitude! Kayla should get an "Outstanding Customer Service Award" for being so helpful, courtious, upbeat and went out of her way to research this and was able to stop shipment without issue. What a difference someone like Kayla can make in an organization as big as Wayfair! That kind of service is invaluable and goes a long way!! Management may benefit by training reps. better on customer service options; it will only help your organization!