I rarely leave negative reviews, but my experience with Birch Lane has been incredibly frustrating.
I ordered this sectional in March, and it is now June. When the sectional arrived, only 2 of the 4 pieces were correct. The left and right arm sections were the wrong parts.
After contacting customer service, they sent replacement arms. Unfortunately, they sent the exact same incorrect parts again. I contacted them a second time and was assured the issue would be resolved. Once again, the same wrong parts arrived. I went through the process a third time, spent another 45+ minutes on the phone, waited another 10–14 days, and received the wrong parts yet again.
At that point, I was told Birch Lane had no way of controlling what the supplier shipped and that sending an entirely new sectional would likely solve the problem. After waiting once more, the shipment arrived containing only two plastic clips and none of the replacement furniture pieces.
Each interaction with customer service ends with assurances that the problem will be fixed, followed by another long wait and another disappointment. I've spent hours on the phone, waited months for replacements, and after three months I still do not have a complete, correct sectional.
This was my first purchase from Birch Lane, and it will certainly be my last. While the customer service representatives have been polite, the company's inability to resolve a straightforward fulfillment issue after multiple attempts is unacceptable.
