Dot & Bo FAQ | Sitejabber

Question:

I ordered 3 items a few days ago. one has been shipped to the correct address, the second it's been shipped to a wrong one, and the third, who knows what will happen. how is it possible?! i got the 3 items ordered together (so one shipping address!). fedex said only dot&bo can change the shipping address, but there's no customer center phone number to call, only email. what if i don't get a reply on time? I ordered 3 items a few days ago. one has been shipped to the correct address, the second it's been shipped to a wrong one, and the third, who knows what will happen. how is it possible?! i got the 3 items ordered together (so one shipping address!). fedex said only dot&bo can change the shipping address, but there's no customer center phone number to call, only email. what if i don't get a reply on time?

Answer:

Hi Simona, Thanks for reaching out! We've located your email case and informed our Customer Relationships team. We will have a member of this team reach out ASAP to work with you on this. Very best, The Dot & Bo Team

By Service D., over a year old

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Question:

Hi, i've never seen a site with so many bad reviews. but most do cite unplanned for surge in business. you all scaled up there yet?

Answer:

Hi Jen! We understand that reading negative reviews may make you second guess ordering from us, but we have made several system improvements since last summer and work hard every day to make changes to ensure a more positive customer experience. We're here if you have any further questions or concerns!

By Service D., over a year old

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Question:

I was given a credit on an item that i did not like but i can't find that credit anywhere. my account reflects "0" credit. i thought i had a year to redeem it.

Answer:

Hi Suzan, Thanks for reaching out! Our Customer Relationships team is happy to look into this for you and can be reached directly here: www.dotandbo.com/contact Very best, The Dot & Bo Team

By Service D., over a year old

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Question:

I was supposed to receive my order yesterday, ordered several weeks ago. when will it come? I was supposed to receive my order yesterday, ordered several weeks ago. when will it come?

Answer:

Hi Mary, Thanks for reaching out. We'd be happy to check in to your order! Please send a request through our online Help Center at: http://www.dotandbo.com/help And one of our Customer Relationships agents will get back to you as soon as possible!

By Service D., over a year old

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Question:

I have a complaint and would like to speak with someone! I have a complaint and would like to speak with someone!

Answer:

Hi Melissa, Thanks for reaching out! I'm very sorry about the confusion around our our shipping charges. Hopefully my explanation can clarify this for you. The surcharge is in addition to the base shipping charge. Shipping surcharges are applied to furniture pieces that are heavy, large, or have angles that make them difficult to maneuver. Larger pieces are often heavier and take longer to move across the country, which means they cost more to ship. For future reference, you can see that information under the header "Shipping Policy" on the item's product page. You may see our base shipping charges by visiting our shipping page at the link below. http://www.dotandbo.com/shipping Please note that these are U.S. shipping charges for the 48 contiguous states. Dot & Bo currently charges an additional fee for packages shipped to Hawaii and Alaska. We're happy to help you navigate your way through our site or answer any other questions you may have, so please don't hesitate to reach out to us through our online help center at: http://www.dotandbo.com/help

By Service D., over a year old

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Question:

Laura promised my daughter a full refund for the damaged / defective fixture. order ##r939894015. only rec'd $55 credit. do you expect her to pay the freight on the "junk" you sent. after she rec'd the email promising the full refund, i removed my review from sitejabber and withdrew my bbb complaint same day and complemented on you doing the right thing... then laura's email. will re-post and re-open today. saying one thing and doing another is a lie isn't it? Laura promised my daughter a full refund for the damaged / defective fixture. order ##r939894015. only rec'd $55 credit. do you expect her to pay the freight on the "junk" you sent. after she rec'd the email promising the full refund, i removed my review from sitejabber and withdrew my bbb complaint same day and complemented on you doing the right thing... then laura's email. will re-post and re-open today. saying one thing and doing another is a lie isn't it?

Answer:

Hi Phil, Thanks for reaching out. I'm sorry for the trouble with your daughter's refund! I see that Laura had responded to your e-mail and corrected the issue with the refund. Your daughter's full refund was processed back to her card on March 8th. We're happy to help you navigate your way through our site or answer any other questions you may have, so please don't hesitate to reach out to us through our online help center at: http://www.dotandbo.com/help

By Service D., over a year old

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Question:

I am about to place an order, though really pondering based on the above reviews. my question is, what in the world is a delivery surcharge? you are advertising free shipping, which code i used and it took $20 off, but there is a $40 delivery surcharge. that's crazy.

Answer:

Hi Judy, Thanks for reaching out! We're happy to help. Shipping surcharges are applied to furniture pieces that are heavy, large, or have angles that make them difficult to maneuver. The surcharge is in addition to the base shipping charge. Larger pieces are often heavier and take longer to move across the country, which means they cost more to ship. We hope this information is helpful! Cheers, The Dot & Bo Team

By Service D., over a year old

Question:

After i clicked once on a dot and bo ad, i was apparently added to the email list unbeknownst to me. now i recieve a ton of junk mail from them. i have already unsubscibed a month ago, and still get the emails. now each time i try to re-unsubscribe a box pops up asking me to put in my email to begin my "shopping experience". i want to be removed from the dot and bo email list please. otherwise i will need to report. please change the auto re-routing that is occurring when someone tries to change preferences or unsubscribe. After i clicked once on a dot and bo ad, i was apparently added to the email list unbeknownst to me. now i recieve a ton of junk mail from them. i have already unsubscibed a month ago, and still get the emails. now each time i try to re-unsubscribe a box pops up asking me to put in my email to begin my "shopping experience". i want to be removed from the dot and bo email list please. otherwise i will need to report. please change the auto re-routing that is occurring when someone tries to change preferences or unsubscribe.

Answer:

I called 800-693-9937, pressed 2 for "placing an order" and told the representative I had been trying unsuccessfully to "unsubscribe" to their website but was prevented by a pop up blocker screen. She did it for me immediately and I got an email confirmation within about 1 minute.

By kathy b. over a year old

Question:

Yes, where do you have show rooms in the us? tks yr

Answer:

Hi there, Thank you for reaching out. We are an online design shop headquartered in the heart of San Francisco. Thanks for your interest in Dot & Bo. Please feel free to contact us anytime for assistance or for inspiration at service@dotandbo.com! Kind Regards, Dot & Bo Community Management

By Service D., over a year old

Question:

I recently ordered the glass tear mirror on your website and am already starting to see the same pattern as many of these other reviews. i feel a little nervous about ordering from your site before having read many of these negative experiences. when looking at the glass tear mirror on your site today, i see that there are only 9 left. does that mean mine will be stuck in purgatory for months to come? why is it that you can't give accurate shipping estimations? it seems like you're losing customers with the way you're conducting business - not to mention the many many complaints i've seen for dot & bo on the better business bureau's website. I recently ordered the glass tear mirror on your website and am already starting to see the same pattern as many of these other reviews. i feel a little nervous about ordering from your site before having read many of these negative experiences. when looking at the glass tear mirror on your site today, i see that there are only 9 left. does that mean mine will be stuck in purgatory for months to come? why is it that you can't give accurate shipping estimations? it seems like you're losing customers with the way you're conducting business - not to mention the many many complaints i've seen for dot & bo on the better business bureau's website.

Answer:

Hi Dena! Thank you for taking the time out to share your concerns with us. If you'd like to provide us your order number at your earliest convenience, we're more than happy to check on the status of your order. In the meantime, we're happy to help share how our ordering system and shipping estimates work. When an order is placed online with us, payment is processed and your order is submitted. As we hand-pick special items from all over the world from different artists and designers, we coordinate shipping from a variety of locations. Each piece may ship separately and will have a unique shipping estimate (listed on the item's product page and in the order confirmation email). Once an item is ready to ship, you will receive a confirmation email and tracking number. You may also check on the status of your order at your My Account > My Orders page at any time. Some items may not show a shipping update until they're closer to their estimated shipping window, but rest assured, we are still working on your order. We hope this helps! Thanks for shopping with us at Dot & Bo and have a great rest of your day

By Service D., over a year old

Dot & Bo Questions & Answers

Hi, i've never seen a site with so many bad reviews. but most do cite unplanned for surge in business. you all scaled up there yet?

I was given a credit on an item that i did not like but i can't find that credit anywhere. my account reflects "0" credit. i thought i had a year to redeem it.

I was supposed to receive my order yesterday, ordered several weeks ago. when will it come? I was supposed to receive my order yesterday, ordered several weeks ago. when will it come?

I have a complaint and would like to speak with someone! I have a complaint and would like to speak with someone!

I am about to place an order, though really pondering based on the above reviews. my question is, what in the world is a delivery surcharge? you are advertising free shipping, which code i used and it took $20 off, but there is a $40 delivery surcharge. that's crazy.

Yes, where do you have show rooms in the us? tks yr

Can’t see your question? Ask to get answers from the Dot & Bo staff and other customers.

Dot & Bo Questions & Answers

Hi, i've never seen a site with so many bad reviews. but most do cite unplanned for surge in business. you all scaled up there yet? Hi, i've never seen a site with so many bad reviews. but most do cite unplanned for surge in business. you all scaled up there yet?

I was supposed to receive my order yesterday, ordered several weeks ago. when will it come? I was supposed to receive my order yesterday, ordered several weeks ago. when will it come?

I have a complaint and would like to speak with someone! I have a complaint and would like to speak with someone!

Yes, where do you have show rooms in the us? tks yr Yes, where do you have show rooms in the us? tks yr

Can’t see your question? Ask to get answers from the Dot & Bo staff and other customers.

Hi, i've never seen a site with so many bad reviews. but most do cite unplanned for surge in business. you all scaled up there yet?

Yes, where do you have show rooms in the us? tks yr