I ordered four of the Country Loving counter chairs. They came in large boxes of two chairs each. Each chair was sent in five pieces and each piece was carefully wrapped in styrofoam then placed in another smaller box. All boxed individual pieces were placed in the larger box that was lined with thick styrofoam. Both large boxes arrived completely intact with no damage. We opened one large box at a time and opened the parts for each individual chair at a time. We put the chairs together as we opened them. The fourth chair had a large and very visible crack all the way through the upper runner on the seat back. With no damage to the boxes, the chair was obviously packed and shipped broken. I took pictures of everything and immediately contacted Birch Lane. I submitted a request for a replacement part. The next day I received a email response stating that replacement parts for this order were unavailable and my request was cancelled. I called and spoke with a representative and was told I could replace the item or get a refund. I chose replacement. The next day I received an email response stating that no replacements were a tabs my request had been cancelled. I called back and spoke with a second representative and told her I had seen that this specific counter stool was no longer available and I was upset that I spent so much money way to have one shipped to me broken. She asked if I wanted to drop them off or have them picked up for return. I told her we had already put the chairs together and I did not feel it my responsibility to take them back apart, box them up, and prepare them for return when they knowingly shipped it broken. I told her I bought four chairs because I needed four chairs. That I would need a complete refund so that I could replace them all or that I would want a refund for the one since it was damaged but I would keep and try to fix it. She told me that I would receive a refund and a discount code for 10% off my next order, both sent with confirmation emails. I received the discount code but never received an email confirming a refund. Today, I received an email stating that they had arranged pickup of the item and gave me instructions for boxing and preparing for shipment. I am beyond angry at this point. This company is dishonest and refuses to listen to customer complaints and wishes. They have not tried, during any of my three attempts, to make this right with me. This was not a problem that occurred during shipment nor was it a problem that occurred after arrival. It was an issue at time of packaging and they should pay to make it right. The customer should not bear any responsibility. I only gave one star because I love the counter stools themselves. I will not be ordering through Birch Lane or Wayfair again.
