My experience with Modern Bathroom started with me ordering a bathroom vanity from their online catalog. The way their web shopping system works is, as you browse items and/or place items in a cart, the site populates smaller windows underneath of 'recommended' items that may be of interest to you based on what you have placed in your cart.
The vanity I ordered was of an 'espresso' finish, which is intended to look like what you would expect an espresso from Starbucks to look like. Upon placing that item in my cart, the web site recommended all sorts of other items, from wall cabinets to medicine cabinets, all with espresso finishes. I proceeded to order 2 wall cabinets and 1 medicine cabinet.
When the items arrived, the vanity and 2 wall cabinets all matched, with what I would expect an espresso finish to be. However, the medicine cabinet was way lighter and redder than the other 3. The finish was something more like a Cherry Walnut finish, and clearly did not match the other 3 items.
When I called and requested to return the item, Modern Bathroom decided that the instance fell within their 'standard return policy', which requires the customer to pay a 25% restocking fee, the original shipping cost (in this case $180) and the cost it would be to ship the unit back. Plus, their shipping policy required that the item be shipped back on a pallet and shrink wrapped to the pallet.
The item was shipped to me simply in a cardboard box. So in order for me to qualify for the return I would have to go out and buy a shipping pallet and shrink wrap as well. When it was all said and done, my calculation had me getting a total of $100 back for the item (of which I paid $650). Furthermore, I do not know how a company can consider this instance to fall under 'general return policy', when it was a situation beyond the customer simply not being happy with the product. The finish on the item was NOT espresso. If I ordered an espresso from Starbucks and it looked like this, I think I would throw up in my mouth a little bit. It would also be a different story if it wasn't for the fact that the web site 'recommended' the item to go with the other items that I ordered. I would strongly discourage anyone from ordering from this company, as their return policy is unfair, and they are even more unfair in evaluating customer complaints.
A picture file illustrating my complaint can be found here:
Http://www.box.net/shared/7c8cl4ktun
Notice how vastly the finish on the medicine cabinet varies from the base board and flooring. The other 3 items that I received in espresso all match the base board and flooring.
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