Ballard Designs Natick Massachusetts — Local services in Natick

On February 25, 2025 I purchased a piece of furniture from Ballard online for $3,815.77. The estimated arrival date at the time I placed my order was May 12, 2025. I understood this wait and expected it. I emailed requesting updates on April 21, 2025 and May 6, 2025 to ensure the timeline was correct as I was due to have a baby early June and wanted this piece delivered by then so I wasn’t negotiating a delivery with people in my home while caring for a newborn. I received no response to my email outreach and utilized the online chat. The Ballard representative reported the piece hadn’t shipped yet but was scheduled to be delivered by May 19, 2025 and would be shipped from Ohio. On May 16, 2025 I received an email from Ballard that, due to an internal error, my payment method was deleted and I needed to repurchase the piece I had been waiting four (4) months for following my original purchase. I emailed asking if this was going to result in further delay - no response from Ballard. On May 19, 2025 I called Ballard and gave my payment information over the phone again. The rep assured the item would be sent promptly. There was no issue with payment on my end. I was told I would receive confirmation of shipping promptly within 24 hours and to check my spam folder. No confirmation came. On May 22, 2025, I emailed Ballard again requesting an update. No response. I followed up May 24, 2025. May 26, 2025 was the first time I received any response from Ballard by email- apologizing for the delay and reporting my concerns were forwarded to the customer care team. On May 29, 2025 I received an email from Loraine at Frontgate stating the estimated ship date was May 29, 2025 and that I would receive shipping confirmation by 4 pm. The confirmation never came. I emailed on May 30, 2025 reporting the confirmation did not come through. On June 3, 2025 I requested an update. On June 4, 2025 I received an email from Tiffany H at Ballard Designs saying Ballard needed “a few more business days” to get it shipped. On June 8, 2025 I received an email from Tina at Frontgate stating the estimated ship date was June 8, 2025. I emailed June 10, 2025 after receiving no update/ confirmation of shipping. I received a response on June 12, 2025 from Amelia at Ballard saying there’s been no movement on my order, and that her supervisor recommend I call in and reorder the piece for a THIRD time. I requested a call from the supervisor on June 13, 2025. Amelia at Ballard reported she would forward my request on June 17, 2025. It is now June 20, 2026 and no one has called me, this hasn’t been escaled, no one seems to care at all. Hopefully this timeline clearly evidences how unacceptable the customer service has been around this issue. I need someone to dedicate time to assisting me and resolving this. I loved this company and I am so incredibly soured and shocked at this level of neglect following a purchase that was several thousand dollars that I’ve now been waiting five months to ship. I need a call and I...

In short, I will never shop with Ballard again and would not recommend to anyone.

I purchased a $2,000 pantry from them in June. When the piece was delivered in July, it was damaged. The wood where the hinges were drilled was completely split in several places. The delivery company did not give me the option to refuse delivery as it was already assembled in my house, so I contacted Ballard for a replacement. Before the replacement was delivered I spoke to Ballard several times to confirm the damaged piece would be taken at the same time. When the delivery company arrived with the replacement, they said they had no invoice for pickup from Ballard so they couldn’t take the damaged piece. At that point, I refused the delivery and contacted Ballard again. They assured me it was a miscommunication with the delivery company and they had me schedule a third date for delivery of the replacement and pickup of the damaged piece. 12 hours before that delivery, they cancelled my delivery as they “couldn’t find the piece” in the warehouse. Throughout all of this, Ballard had zero communication and I had to hunt them down at every step. After taking three days off work and still not having the pantry (as well as being stuck with a huge, heavy unusable pantry in my home), they refused to give me any type of refund. I eventually had to file a dispute with my credit card to handle...

Jim was great!

I called to get dimensions for drawers for the Millstone Island.

(The drawer dimensions are not listed on the website. Overall dimensions are listed, but not individual drawer dimensions.)

I tried the Live Chat, which did not have the info and they directed me to try the customer service email and the customer service 1-800 number. The 1-800 number did not have the info, but they checked inventory to see which store had the item in stock so I could call and ask a salesperson to measure. Then the 1-800 rep transferred me to the Natick Store.

Jim answered the phone and took the time to measure the three types of drawers on the item and also how far the drawers pulled out. This information is incredibly crucial to me since I do not have a lot of space in the intended room and i'm trying to maximize every inch.

Jim sounded like he was having a super busy morning, but he was polite and speedy and I very much appreciate...