Old Bones Co | Home Collection — Local services in Costa Mesa

If you’re thinking of ordering online/shipping - DON’T! I don’t usually leave reviews, but after getting multiple emails from Old Bones prompting me to review my purchase, I felt the need to share my experience. I ordered a piece of furniture online on 2/15/24. My order confirmation email listed 1-2 weeks for “processing” and 1-2 weeks for shipping, giving me an approximate delivery date of 3/15/24 which would have been 4 weeks. Today is 4/13/24 and I still do not have my order. So my review today will be in reference to the poor customer service I’ve experienced with this company and their failure to deliver on the stated delivery time. I emailed the company on 3/1/14 (2 weeks after purchase) to get an update on shipping. I did get an email response but it took FOUR DAYS. The response was very generic and told me essentially nothing: “waiting for release from warehouse, will email update when we have it” which I found to be inadequate. Sent a follow up asking for a more specific date as I had an event planned in my home and wanted to have my item in place. The response was that it would be shipped by “first of next week” which would have been 3/11/14. By 3/13/24, I still had not gotten an email confirming shipment. I tried to call the company (the number I called was directly from one of their emails to me and took me to a voicemail rather than live answer or hold line. Very strange.) so I sent yet another email asking to cancel my order - which I should have been able to do since it had not shipped. Instead of getting a response to my request to cancel the order (never got a response, apology, offer to expedite shipping - literally NOTHING!) I got an email several hours later confirming shipment of my item - making it impossible to get the refund I requested. Even more frustrating: the tracking information in the “shipping” email showed that the item wasn’t even picked up by the shipper from the warehouse for a week after my “shipping confirmation”. The shipping company that Old Bones uses provides little to no updates on the location or estimated delivery of your item. My husband is convinced that this website is 100% a scam and we’ll be out a few thousand dollars as he feels we’ll never get the item. I did reach out again last week communicating my frustration and finally had a customer service specialist call me back. She offered me $250 store credit which I declined - as there is literally no way I would ever purchase a single item from this company ever again. In theory, my item will arrive at a local warehouse tomorrow and I’ll be called to schedule delivery - maybe next week? That’s not been made clear to me - just wishful thinking on my part. Best case scenario, it will arrive 9 weeks after I paid for my purchase and 5 weeks later than it should have arrived. I sincerely hope it is everything I want it to be and fits my space, because I do not want to have to try to navigate a return with...

if you value your time and money, DO NOT ORDER ONLINE FROM THIS COMPANY. Our designer ordered a product from this place in June with a lead time of 2-4 weeks. My card was charged at the moment the order was placed first which isn't normal for backordered items but i ignored that. we got tracking for the product 4 weeks, everything seemed fine until a couple weeks went by and the tracking never updated.

Weeks went by of us calling to get updated information and figure out why our tracking number hadn't updated. We were told lies, upon lies, upon lies. Every couple of days, they would tell us that it would ship within the next 2-3 business days. they said this for about 3-4 weeks. Then they said there was a warehouse issue and that it would get solved soon. then they said that they were finally able to overnight ship it after our designer begged them to. We were told that we would have tracking the next day. The next day comes? no tracking. The next? nothing. No updates from customer service at this time either so of course, the designer had to call again 3 times before getting an email saying that they wouldn't have tracking until the week after since it was now labor day weekend which was when the shoot was scheduled for. This unfortuntely resulted in lost time and wages. I would never have thought that something that was ordered in June that was supposed to take 2-4 weeks would still not be at the job site by Labor day weekend.

We followed up after labor day once again to get tracking so we could try to reschedule our shoot and guess what, they let us know that they CANCELED our order. without EVER asking us first. Months and months (from June to September) of waiting and them holding our funds only for them to cancel randomly when all we wanted was the product to finally finish our project. When we asked why they canceled randomly after months of telling us they were shipping it, they admitted to not having a real ETA for that product after all.

in my 10 years of being in real estate/design, I have never experienced anything like this. I have pages of proof that my designer forwarded to me. The call logs show no incoming calls from them and dozens of calls from the designer to this company from August to September, multiple times a week, they hardly respond to emails, they lie about lead times and are incredibly rude and honestly, i've never in my life seen such lack of accountability, transparency, and such unprofessionalism from a company.

Not once did we ever get an apology or did they offer a solution, which to me was the worst part of it all because we understand delays happen in this industry. but all of the lies, the rudeness and unwillingness to help us leads me to believe that there is something fishy about this company so I thought I would warn anyone thinking of buying from this place. Avoid it, save yourself from all...

YOU HAVE BEEN WARNED. Buy furniture anywhere online other than here!

Former Designer from Four Hands here - TRUST THE BAD REVIEWS - Every 1 Star review has gone through the same experience as us. 2 YEAR NIGHTMARE! My mother in law ordered a sleeper sofa in Dec. 2022 when she moved in, and they kept saying it had shipped, but she did not receive for almost 5 months! We had to buy an expensive air mattress just so guests had somewhere to sleep.

We tried to cancel within the first few months, but they would not let us. Mind you, we still did not have a sofa. They said they would refund us several hundred dollars for the inconvenience, but they never did. Weeks later, we called them back, and they said they saw a bad review we wrote and they would NOT REFUND US UNTIL WE PULLED DOWN OUR NEGATIVE REVIEW. So my mother-in-law frantically spent hours trying to contact Google and Yelp to take down her reviews. She was unable to do so on one site, and Old Bones said they wouldn't refund until she could get it down. Blackmail at best.

On top of this, their customer service reps responded to my husband's refund inquiry email and accidentally forwarded him their internal emails between their customer service team which has context of them mocking my husband and family asking for a refund ("it's this guy again asking for his refund"), We sent all of these documents over to our bank with our dispute.

It's not worth it - Trust us! Lots of other places to buy Four Hands and other vendors. They only display the positive reviews on their front page. I'm all about supporting local businesses, but this place has to be a front for something else. I just can't imagine the owners not caring this much about their business...