i purchased this pantry before in a smaller one, so i was confident in the quality when ordering this one. i read the reviews about assembly and wanted to be prepared. it was delivered in two massive boxes and i unpacked and organized each part for a smooth assembly once my husband came home. after checking 80 times i confirmed that 3 parts was missing, i was very frustrated as the parts were now distributed all over my kitchen and living room and in no way i would puzzle all those pieces back in the boxes. i immediately contacted wayfair who responded almost immediately. their process is to contact the manufacturer and said it would take 1-2 business days. this frustrated me more because i had no idea how i was going to exist among the parts that just took me about an hour to unpack and organize, i also saw evidence that this pantry has been assembled before as some of the holes were already screwed in and there are some damage and pencil markings on the parts,( this is not a deal breaker for me,if its not broken its no problem) i knew its their process and my frustration is unfair. but here we were and husband decided to defuse the situation by attempting to assemble it as i told him putting the parts back in the box puzzle is out of the question.to my surprise, the manufacturer reached out within 30 minutes, offered an apology and to send replacement parts if i will accept their solution. I WAS BEYOND GRATEFUL because if someone had told me to return it for a complete replacement i may have turned into a terrible version of myself. turns out the missing parts were for “decoration” more than key function so the pantry can still be build , it will just be very uncomfortable to have to get the pantry in the position it needs to be in again.( still no big deal, it is what it is) this morning first thing i received an email from the manufacturer asking for a model number on packaging to ensure they send me the correct parts and 40 minutes later I received a notification that the missing parts will be delivered in 10 days. ive used all my cutting boards underneath it for support in the mean time, i will update if i can! this very lengthy review is not to place negative light on the product, im really very satisfied as it is very well made and very, very sturdy for a really great price!! but wayfair and the manufacturer are truly so helpful and immediately resolved my issue the best they can. i'm positive that it does not happen regularly, who ever had it before probably lied on the return form about breaking the parts, and i really do have terrible luck so of course it would happen to me, but for the quality and price of this product, and knowing how efficient customer service is in communication and resolution, i would not hesitate to but from this manufacturer again!
Update: replacement parts received within 4 days! (2 of which was a weekend) so 2 business days , AND I AM GRATEFUL!! manufacturer sent the parts that go with the missing parts too like the base and backboard, so i guess i have spare parts which is always so welcome! thank you Iris and wayfair! (im uploading a pic, please excuse the mess)
