birchthorn.com Reviews 2

Awful customer service because it is simply non-existent! I'm writing this review because I want to warn other shoppers not to shop here.

I ordered two sofa covers from Birchthorn, followed their measurements guidelines but unfortunately these did not fit my sofas. I emailed asking for an exchange in sizes and had no response. I emailed another two times and had no response, as well as trying to call but it never went through. By this time the 30 day return policy had well and truly gone! About two weeks later, I had a very simple reply to my email 'what seems to be the problem' even though I had clearly written the issue and attached order number below. But alas, no response to that email either and I'm stuck with two sofa covers I cannot use!

After I had written a review on their website about their lack of customer service, I noticed it had been deleted. I posted another review and the same thing happened... So god knows how many other reviews they must be deleting! I'd say AVOID AVOID AVOID!

I ordered a three seater sofa cover but it was too large, I contacted customer support and they replied very quickly with return instructions so felt confident that they were a reliable company, they also refunded me as soon as they received my return.

I ordered a 2 seater cover instead but it was too small. On the website, I thought I was clicking to confirm my order but it actually added a hoodie item which I did not want AFTER I had entered my payment details. I imagine quite a few customers would end up accidentally ordering this item as the web page was not very clear and there was no option to cancel. As I didn't want the item, I emailed the company to ask them to cancel this order but my email was ignored and the unwanted hoodie was shipped.

As I already had the return address, I returned both items to the company at considerable cost, thankfully tracked and insured delivery, but after multiple emails I still haven't heard from the company about my refund. I've also tried calling numerous times but no one has picked up and no one has returned my call after leaving answerphone messages. I've also reached out to them through social media channels but no reply. I've given them a few more days to respond and then I'll have to contact my bank if I haven't heard back. They state on their website that they have a 30 day no quibble money back guarantee but that doesn't seem to be the case in practice. Please avoid using this company.