Willow Bath and Vanity — Local services in Milton

Great experience with Olga at the Alpharetta store and great quality vanities, however... the delivery process has been a nightmare. We ordered a vanity and two linen closets, which of course at Willow & Bath is quite a lot of money. We had discussed that we would decide in about five weeks whether we would pick up the items ourselves or if they would be delivered - as we are renovating our house and do not live there currently, so we need to coordinate delivery time windows in order to be there. Suddenly, we get a text a few weeks later that the order will be delivered the next morning at 8am. I try to get in touch with Willow and Bath because we were not ready to receive it, nor had we coordinated the delivery or even paid for it. They paused the delivery and we rescheduled to the week after.

The week after, the delivery team brings us only two parts of our order, and we are missing a linen closet. Here is where the nightmare really starts. I was very understanding at first, as these things happen. The delivery team says they will bring it the next day, so we set a delivery window. I block my work calendar to be able to be there for that delivery. Then I get a call that they do not have a driver so we reschedule to another day. I leave work early to be there for that delivery, and they do not show up that day. I coordinate via text with the delivery team for them to deliver today - she confirms between 9am-10am. It is 9:37am and I have not heard from them. I called customer service, and he says he is not aware if there will be a delivery today.

After so much taking off work and coordinating around these proposed delivery schedules, I am losing patience and had to write about my experience and lack of professionalism shown by Willow Bath & Vanity's delivery process.

Great quality furniture, but a big lack of respect to their customer's schedules. They seem to just assume we are all able to take off work and be available whenever they are ready, even if it is their own mistake in the first place.

EDIT: Finally received my linen closet - had to stop what I was doing for work and run to the house for the delivery since it was out of the original delivery time window. That said, I do want to say how great the delivery front-line drivers were in moving the vanities and linen closets into the primary bathroom, and they were very gracious for my flexibility. But the logistics team that coordinated the deliveries could definitely use some...

Please note that I am only giving this review a 5-star rating because Nathan redeemed this company. Without Nathan's exceptional service, this would have easily been a 1- or 2-star experience!

THE ORDEAL:

I recently had an ordeal trying to place an order for two vanities with Willow Bath and Vanity. My experience began in the showroom, where I was assisted by Olga, the original salesperson. Unfortunately, after that initial interaction, things took a frustrating turn.

Over the course of a week (Monday to Friday), I found myself having to request an updated quote through three different channels: email, phone, and online chat. Each time, I spoke with different representatives who all promised to update my order. However, nothing seemed to progress, and my patience was wearing thin.

Despite the lack of response and follow-up, I was determined to get those vanities. On my last attempt, I initiated another online chat and was connected with Nathan. Nathan not only went above and beyond to help me but did so with ease and efficiency. He promptly sent me the payment link to process my order, something Olga had earlier informed me was not possible and that I needed to return to the store for.

Nathan, thank you for redeeming your company's reputation. You, sir, are a gem.

As a side note, I did email the company with my concerns and have yet to receive a response. While Nathan's exceptional service salvaged my experience, the initial lack of coordination and communication was disappointing.

I plan to update this review with images after my vanities have...

lMy husband and I purchased two 60 in vanities, two countertops/sinks, sidesplash and a mirror at the Norcross location on 10/9/2023 with sales rep Bes. On the purchase day my contractor made a special trip to the showroom to make sure the dimensions work and also confirmed the next day pick up arrangement. I called the store on 10/10/2023 at 10:38 AM Stephanie said my order will be ready by noon for pick up. I called again at 11:50 AM Stephanie said my order was ready for pick up. My contractor and his handyman went to the Norcross location to pick up my order at 9:45AM on 10/11/2023 and shockingly found out my orders were still sitting inside the showroom not been wrapped ready for pick up. The 8-inch spread holes were not cut. The sidesplash was missing. The touch up paint was missing. Bes and Stephanie were not taking responsibility and handle our case seriously and professionally. Their careless and rude attitude cause great delay and frustration. We have never seen our handyman so angry. We will not silently swallow the service was received and their disrespectful...