We purchased the Orsa dining table from Cozey, and it arrived damaged. One side of the tabletop has a dent that appears to be shipping damage. The other has a raised bubble beneath the surface finish that appears to be a manufacturing defect. This is unacceptable for a brand new product. What concerns us most is Cozey’s own response. They acknowledged seeing similar cases and confirmed that they are redesigning the packaging to prevent future damage. If Cozey knows its current packaging may not adequately protect the table, why are customers still receiving products under these conditions? We were offered two options: receive replacement tabletops in the current packaging or wait an unspecified amount of time for the improved packaging. Neither option is reassuring. We risk receiving damaged replacements or waiting indefinitely for a solution. Customer service has also been frustrating. Responses are slow and our questions about replacement timelines, the return period, and refund eligibility remain unanswered. This is our only dining table and we expected to use it immediately. Instead, we are stuck with a damaged product with no clear resolution.
Antwort von Cozey
Hi Clark,
Thank you for sharing your experience. We're truly sorry that your Orsa dining table arrived damaged and that the process of getting this resolved has been frustrating and uncertain. You're absolutely right to expect a brand-new table to arrive in excellent condition, and we recognize that both the product and our communication have fallen short of those expectations.
We also want to address your concerns about our packaging directly. As soon as we began receiving reports of similar damage, we initiated an improvement process with our manufacturer rather than waiting for our next scheduled production order. In the meantime, we continued offering replacements in the existing packaging as an option because we understood that some customers simply couldn't afford to wait for the improvements to be completed. In fact, some customers chose this option because receiving a replacement sooner was essential for them. Our intention was to provide flexibility based on each customer's circumstances rather than leave everyone waiting without an alternative. However, we understand that this option did not provide the reassurance you were looking for.
We're pleased to confirm that our manufacturer has now upgraded the Orsa table packaging. This is a concrete step we've taken to help reduce the risk of similar damage occurring in future shipments. Our team is currently working to confirm the availability and shipping timeline for your replacement tabletops using the improved packaging.
Regarding your questions about timelines, returns, and refund eligibility, we completely agree that this information should have been communicated more clearly from the beginning. We've since followed up with you directly to clarify that the time spent waiting for a resolution will not negatively affect your return eligibility. We've also confirmed that should the replacements arrive with further issues, we can review the option of a full return and refund with you.
We recognize that these improvements don't change the fact that you've been left without a fully functional dining table, and we're sorry for the disruption this has caused your family. While we're still working to confirm a firm replacement shipping date, we're committed to keeping you informed and seeing this through to a proper resolution.
Thank you for holding us accountable. Your feedback is being taken seriously, and we're using experiences like yours to improve not only our packaging and product quality but also how we communicate and support our customers when things don't go as expected.
