Layla GrayceReviews of laylagrayce.com

Response from Layla Grayce· Jul 11, 2025

Hey Taylor, I'm sorry for any confusion or concern surrounding the delivery of your order. After receiving your review I dug in a bit to see that you've spoken to our customer service team this morning and we were able to confirm your expected ship-by date of early next week and then subsequent delivery likely by end of next week at the latest. If there's absolutely anything else we can do to improve your experience with us, please let us know. - The Layla Grayce Team

Response from Layla Grayce· Jun 13, 2025

Hey Susan, We’re very sorry to hear about the issue with your delivery. We understand how frustrating it must be when something you've been looking forward to can't be completed as planned. Our delivery teams always do their best to accommodate building constraints, but in situations where elevator access or entryways aren’t large enough for the items, it does limit what can be done onsite. These kinds of limitations can sometimes require alternate arrangements, which is why we encourage customers to double-check elevator and entryway dimensions prior to delivery, especially for larger items. That said, a supervisor has reached out to see if we can work with you on a solution that avoids a costly return. We truly want to help if there’s any way forward, and we appreciate your patience while we explore options with you. **Update 6/24** We completely understand that return shipping and restocking fees can feel steep, especially on larger orders. That said, with a combined order total approaching $20,000, the cost to ship these items—and then have them returned—adds up incredibly quickly on our end. We simply cannot absorb those costs due to an issue resulting from the products being too big to be delivered into your building. We ensure that all measurements are clearly listed on our product pages and if there's ever a question or concern regarding sizing we are happy to review those details prior to placing any order. We're truly sorry things turned out this way—it’s not the outcome we wanted either. - The Layla Grayce Team

Response from Layla Grayce· Jun 5, 2025

Hey Deb, I'm so sorry about the inventory issues with the Surya - Chase Pillow you ordered not being available after your purchase was placed. We rely directly on our manufacturers to give us up to date inventory throughout the day. It does appear you placed the order while we still showed 1 (one) piece in stock and when Surya went to pull the order they confirmed they didn't have any pieces remaining and that the item was discontinued. With regards to the item showing as available on our site after cancellation, I can assure you this pillow is not listed on our website and has been discontinued by the manufacturer. You are welcome to reach out to Surya directly to confirm. If there's any other pillow alternatives on our website, please reach out to our team and we would be happy to assist you with confirming availability prior to placing another order. - The Layla Grayce Team

Response from Layla Grayce· May 19, 2025

Hello Zella, Thank you for your review. We're very sorry for the trouble you've experienced with your order—I know our team has been working to resolve this for several weeks now. Once disputes were opened with both PayPal and your bank, the refund process was placed on hold. Unfortunately, we’re unable to issue any refunds while a chargeback or dispute is open, as the payment is essentially frozen during that time. As soon as the disputes are fully resolved and closed by both parties, we’ll be able to proceed on our end. We’re standing by to take care of this for you as soon as that happens. - The Layla Grayce Team

Response from Layla Grayce· May 12, 2025

Thank you for your feedback Robert, and we're very sorry for the inconvenience. While we do our best to keep our listings up to date, occasionally inventory may change before it's reflected online. We understand how frustrating that can be and would be happy to help you find a suitable alternative if you're still looking. Please don’t hesitate to reach out. - The Layla Grayce Team

Response from Layla Grayce· May 8, 2025

Good Afternoon Diane, Thanks for your feedback! I'm sorry we were unable to accommodate the request to include a note with the gift you ordered. That's not something we have available at this time, however we will absolutely bring this to our team for additional discussion. - The Layla Grayce Team

Response from Layla Grayce· Mar 24, 2025

Good Afternoon Sarah, We’re truly sorry to hear that your experience with us didn’t meet your expectations. This is not the level of service or quality we strive to provide, and we completely understand your frustration. The issues with assembly and the condition of your furniture are absolutely unacceptable, and we appreciate you bringing them to our attention. Our team is already reviewing what went wrong, both with our delivery partner and the product itself, to ensure this doesn’t happen again. We will be reaching out to you directly to make this right and find a solution that you’re happy with. Your satisfaction is incredibly important to us, and we truly appreciate the opportunity to address this. Please expect to hear from us shortly. - The Layla Grayce Team

Response from Layla Grayce· Feb 25, 2025

Good Morning Lauren, I'm so sorry for any troubles/concerns with regards to your order. I have spoken to our team and it sounds like we were able to speak with you on the phone and get you the necessary information you needed regarding your delivery. Our team will continue to communicate with you until the delivery is completed! - The Layla Grayce Team