blu dot: disappointed- 10.06.07
Weeks ago I ordered the Paperclip desk by Blu Dot. It has everything I want.. simple and clean design, that plywood and steel wire aesthetic, and a keyboard tray. I finally received the desk and well… I wish this post could be about me enthusiastically gushing about the desk, but sadly it’s not. And before I go any further, I just want to say that this is not something we really do on NOTCOT. As you know by now, we’re all about talking about the things we love. But it didn’t sit well with us that we had given Blu Dot’s Bonnie and Clyde sofa such a nice posting, and yet I have this pretty terrible experience with their desk… or rather, their packing methods. So I just have to share.
Full story after the jump…
The shipment came to me in two boxes via FedEx. One box was for the metal pieces, and the other for the wood panels. I opened the box with the metal pieces first, and it seemed all good, though some screws were flying around because they had escaped the little pouch they were in. No harm though. (Though now that I think about it, I wish they had wrapped the metal parts in some sort of packing material because they were just shoved in there with no other materials whatsoever and they did get minor scratches).
Then I opened the box with the wood panels… uh oh. Immediately, I was surprised by how little packing material there was. Just some rough kraft paper and a few little pieces of cardboard. And of course, because it was so poorly packed, the wood panels were totally messed up.
Scratches all over, dents along the edges, and a couple of splintered corners. I was sooo disappointed. I called up the Hive Modern, which I ordered the desk from, and they were very prompt in dealing with this problem, and assured me that Blu Dot would be sending me replacement panels. Well, long story short, the replacement panels I just received are also unacceptable. They added a little bit of padding to the corners, but the rest of it was packed in the same manner. So the corners and edges mostly survived this time, but there were still scratches all over. Sigh. So I had to go through that process of contacting the company again and hopefully the third time’s the charm. But I am so incredibly upset that they didn’t learn from past mistakes, and I’m definitely going to think twice before ordering from Blu Dot again.
After receiving an apologetic phone call and an offer of a discount on the desk from the director of sales at Blu Dot last week, I got my third desk replacement this past Friday and it was packed pretty well this time. There are still some minor scratches on the desktop and I think they must’ve come from the manufacturing process or something pre-packing. Not a huge deal so I’m keeping it. I’ve assembled the desk and it’s living happily in my room next to my new awesome Ikea Jonas secretary desk. So a bit of a happy ending finally.
And today I received this package from Blu Dot full of schwag, with a hand-written apology. I appreciate the effort but… somehow it falls short of making amends. First off, they totally got my name wrong on the note. Yikes. Also, my thinking is… if a customer is less than happy with your company, I don’t know if sending the customer a bunch of items with the company’s logo all over it, and a catalog, is the best move. So I dunno what to make of the whole situation. Yes, I am happy with the desk and it’s a shame that it’s being discontinued because I think it’s a great design. And I still think Blu Dot has a lot of other nicely designed furniture. I’m just not sure they have a great connection with their customers.
On a different note, I found their business cards kinda interesting. That orange bit is painted metal, and the info on it is just a label stuck on. I’m curious as to whether the metal part is actually something else, like a part used in furniture, or some sort of metal tag, etc. or if it was designed specifically like that as their business card.