Dutch Crafters has Shoddy Business Practices and Customer Service
Dutch Crafters represents independent Amish furniture builders; they are essentially an online market place. I placed my first order and was very pleased. The wait was long, but expected, the quality was superb. Having been pleased and assured by this good experience, I ordered a 6 piece set of bedroom furniture. After another long wait, when the furniture arrived, they sent the wrong mirror. I called while the movers were still present and was told to return the mirror, which I did.
The furniture is excellent quality. The customer service and their business practices, however, are shoddy and disreputable. Their website is inaccurate, and I would label it fraudulent. The mirror I bought had actually been discontinued; very likely before I purchased it. I was devastated - I had waited months for this set, the mirror was my favorite piece in the set and the main reason I had chosen that set. Dutch Crafters does not accept returns, so I had a 5 piece set of bedroom furniture and no mirror. They seemed to feel they were being generous by refunding me the cost of the mirror. They claimed the manufacturer had failed to tell them the mirror on their website had been discontinued. And for months, I waited for a discontinued mirror.
There were also problems with the drawers - my contract, and their website, said the drawers would be full-extension, but they are not. They again claimed they were unaware and that the manufacturer had failed to inform them that the drawers were no longer full-extension because they had to comply with the STURDY Act to prevent tipping. Compliance to the STURDY Act was placed in effect on Sept 1, 2023, more than 2 years before I placed my order.
I asked for a discount on the set, in addition to the full refund for the mirror I had returned. They said they would refund the mirror, but not the taxes I paid for the mirror, plus a discount on the dresser. The refund they sent did not cover what they had agreed to -- they short changed me. I sent a formal complaint to the Operations Director, Kari-Jo Koshes. She never replied.
I label their website fraudulent because it is their responsibility to insure accurate information, and they failed to do so. They blamed the manufacturer and made bogus excuses. They failed to make it right and the tone of their final email was that I should be satisfied with the furniture I had received.
I filed a credit card dispute with my bank and requested a chargeback on my order. I claimed that Dutch Crafters failed to provide goods and services as reasonably expected and as paid for. My bank agreed with me and I received a generous compensation from Dutch Crafters through the chargeback.