"Terrible customer service, AVOID this company"

This is my second attempt at writing a review. The first time I wrote one, it got flagged for "harmful language" even though I did not say anything obscene, harmful, or incorrect. Then, Tattahome representatives Andrew and Antonio asked me to take down my negative review and replace it with a positive one by saying that was a condition for them issuing a partial refund to me. Here's the whole story, for context:

I placed an order around 3:50 PM on April 1st (in my time zone), and within half an hour I had emailed Tattahome to cancel my order (so basically I requested a cancellation almost immediately following my purchase). The order was meant to be a gift and I realized right away that I wanted to reorder the item in a different color. I know I should have been more careful with my order, but I thought it shouldn't be a problem to cancel and reorder, based on their policies listed on their website.

I emailed them at the email address provided on Tattahome's OWN website under the Shipping and Returns instruction page, along with several other places (including the email address listed on Tattahome's instagram page, listed in the confirmation email I received from them, listed in the confirmation I received from PayPal, AND the email address listed as the contact email here on Trust Pilot!) ... I also didn't hear from them for several days after my cancellation request, so I went ahead and opened a dispute with my credit card because I didn't want to take a chance.

However, a few days later when I went to send another follow-up email about the order and to let them know I opened a dispute, they finally responded and said that I actually had emailed the "wrong address" and the item had already been shipped, so no cancellation was possible at that point. So, I asked about the return process and whether the company would provide a shipping label for the return since the shipment was made in error (THEIR error), and they are refusing to provide that, even though it's the company's fault for not checking their own emails.

I worked with them over several days back and forth messages to try and come to a resolution, (it is now April 13th, with no satisfactory resolution) but basically they told me that they would not pay to ship it back to them, and if I wanted to send it back it would be at my own cost -- more than I paid for the item itself -- but if I agreed to cancel my credit card dispute and take down my negative review (the first one I left) they would issue me a partial refund (everything except the shipping cost, so I would get about half my money back, and keep the item). However, I felt like they were bribing/pressuring me to leave them a positive review as a condition for this resolution.

I agreed to at least take down my negative review initially, but I told them I would not post a positive one unless things actually turned out positively, because I'm not going to lie. I also told them I would not cancel my credit card dispute before receiving a refund, because I know that once you cancel a dispute, it is unlikely you'd be able to re-open it. Additionally, I told them I didn't trust them to refund me promptly because from many other reviews on this site, Tattahome's customer service and refunding process seems to be pretty sketchy, and several of them describe a situation very similar to mine, where an item was supposed to be cancelled, but then it gets shipped anyway and then we all become stuck in this cycle of trying to deal with an item we never wanted to be shipped.

TLDR; I am very disappointed with the customer service at this company and will never use Tattahome again. Even if the products themselves were fine, the stress of dealing with these people has been ridiculous. Anyone who might be wary about buying internationally or using this company, your hesitation is completely justified. AVOID.

EDIT to add (after Tattahome's reply to my post on Sunday, 4/14): It is now Tuesday 4/16 and I don't see any refund having come through in PayPal (though they said I should have had it by yesterday/Monday). I will keep an eye out, and if anything actually does come through, I will update again. But as of right now I am not necessarily optimistic that a refund will actually process. I hope that Tattahome's reply was sincere and not just a way to make it look they fixed the issue to anyone else reading these reviews. EDIT #2 (4/18): Still no refund. This company is made up of a bunch of liars! Good thing I never cancelled my dispute with them, even though they tried to trick me into it with false promises of a refund...oh look now it's April 23 (updating again) and still no refund in my PayPal.

SERIOUSLY DO NOT USE THIS COMPANY.

"I bought the item I wanted at a low…"

I bought the item I wanted at a low price.
The item arrived damaged during delivery, but
They responded quickly and kindly, and I was able to receive a new product.
I intend to purchase from tattahome again next time.

"Great experience!"

Lovely products that are well priced and shipped quickly. Great communication too!! My daughter loved the pink Le Creuset dutch oven. Will purchase from Tarahome again!

"Disappointing"

I was disappointed when my glass tumblers eventually arrived. The quality was less than I'd expected and the colours not nearly as bright as in the pictures. Overall disappointing.

"Love my pieces"

Love my pieces!
Communication was great! Shipping time was longer but what I expected. They were packed perfectly with plenty of protection. I would definitely order again and already have my eyes on a few other pieces. Great company!

"Love my new faucet!"

Purchased a Gessi faucet and it's beautiful. It arrived in perfect and brand new condition. It's great to have an international retailer that provides countless luxury options. The communication was also good when I checked on my order, and, I received a quick reply. I'll buy from Tattahome again in the future.

"Мои ожидания были не напрасны"

Мои ожидания были не напрасны. Отличная работа по поддержке покупателей и отличное качество чайника smeg

"Good service but long delivery times."

Good service but long delivery times.

"Great products, pricing and customer service"

Great products and pricing, and their customer service is amazing. I made a mistake with the order and sent a mesage through the chat on the web page, and 5 minutes later I had a solution to my problem. Highly recommended!

"Great price for Le Creuset"

Great price for Le Creuset. It arrived in the time frame specified. I couldn't be more pleased! Will purchase from Tattahome again!