Saturday, November 7, 2026 · Customer reviews of US businesses
The Fair Hearing score
Excellent
591 reviews
LegacyhandcraftSelect a line to read only those reviews.
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Legacy Handcraft (formerly Urban Legacy) creates handcrafted home furnishings that connect modern design with time-honored tradition. From floating shelves and mantels to Murphy beds, each piece is built from solid wood, designed to last a lifetime, and made to bring both elegance and purpose to your space.Designed to inspire. Built to matter. Made to last.
Legacyhandcraft (legacyhandcraft.com) has 591 customer reviews on The Fair Hearing, with an average rating of 4.8 out of 5.
Showing 10 reviews with 3 stars · Clear filters
The shelves we received did not look like those pictured on line. The ones online were much more rustic and darker in color. Not what we received. Brackets were also much larger than expected. Company was great and easy to purchase from, hopefully return process is just as good.
By Kendra B.
Color doesn’t match unfortunately
By Julie B.
We ordered two natural wood shelves and they arrived in a very short amount of time. They are on the wall now even though I am not satisfied with the quality and appearance. One is fine, the other looks like plastic not real wood.
By Jan L.
Response from Legacyhandcraft· Jul 15, 2024
Hi Jan, I'm so sorry to hear that you are feeling frustrated with your Maple Live Edge shelves. We pride ourselves in the beauty and authenticity of our shelves, and never want anyone to feel like they aren't what was promised. I reached out via email to see what I can do to help resolve this for you. I hope to hear back from you soon! Kristi Urban Legacy
The shelves arrives super quickly. I only gave 3 stars because they advertised the color I purchased as “natural, no stain” and the minute I opened the box I knew it would be returned! It looked like it had a dark stain on it. I contacted the company and they said it’s just the aging of the wood.. if that’s the case, they should indicate that on the website. It cost me $35 to return them so make very certain before you buy!
By Sharita M.
Response from Legacyhandcraft· Mar 18, 2024
Hi Sharon, Though we have had many conversations via email, I did want to reply publicly to your review. The shelves simply are not stained. Our listing provides detailed information regarding the reason the shelves are darker on the outside, along with pictures showing the variations in color. The wood has been in working barns for decades. When they are cut to be made into shelves, you will see the inside of the wood that has not been exposed to the elements, thus the difference in color. We do also provide a clear and full Return Policy on our site that is available prior to purchase. While I certainly understand that this is your opinion, I want to be sure to point out that the information provided in your review is not factual. As always, we are here to help. Please reach out if you have any additional questions. Thanks, Kristi
The website gives little insight that you can only adjust in 16 in increments. Further the bracket fit requires exact placement on wall and they include no template, off by 1/16 of an in and you are removing wood from the shelf to fit bracket. They need to be more clear on need for ordering custom and the overall bracket mounting design leaves a lot to be desired, many better ways that these could be done. Not rating worse as the shelves are heavy duty and the finish looks nice once installed.
By Rick
Response from Legacyhandcraft· Apr 26, 2023
Hi Rick, We appreciated the opportunity for our Customer Service Team to work with you on your concerns. As was explained in that email conversation, there is an image in the listing that shows the rout, the bracket and the information regarding the rout placement. There is also a template provided with the brackets to aid in installation. Our listing also indicates "All standard shelves are routed to hit standard stud locations that are 16″ apart on center. If you are looking for a length that is not listed, or your studs are not 16″ apart, check out our Made To Order Listing!" We certainly understand that it is a lot of information to take in, which is why we are available to answer any questions you may have before ordering or before installation. If you have any additional questions that we didn't answer in our email exchange, please reach out! Best, Kristi
The product I had purchased in the past is great, quality material but the Customer Service is terrible. If you are not going to reply to your messages, don’t get into the “service” business because it doesn’t look good when you don’t have proper support.
By Customer
Response from Legacyhandcraft· Sep 26, 2022
Hi there, I was waiting to reply to your review publicly because I was hoping we could speak privately first so that I could resolve your concerns. However, I reached out via email about a week ago and haven't heard back. I would still be more than happy to speak to you, if you'd like! I'm sorry to hear that you had a negative experience. I would like to make that right for you. Were you referencing a communication with our customer service team? I did review all of our customer service emails that were received previous to your review, and was not able to find any communication from you. It looks like you may be working with our Custom Order team, but I can see that all of your contact with them has been answered well within our goal of 1 business day. I'm not sure if maybe you had reached out over a weekend and didn't realize we weren't open, or if you had sent a customer service email that we didn't receive, but either way we always do our very best to provide excellent customer service, and I want to make sure you have that same experience. If you could reach back out or reply to my email, I will do whatever I can to take care of your concerns. Thanks so much! Kristi Customer Service Manager [email protected]
Gorgeous shelves! Unfortunately, I ordered 3 and got 6. I had to send them back because they ended up not working for my space and had to pay $218 to send all 6 back (almost half what I paid for them!). I reached out to Aiden and he apologized but I don’t think he understood the cost to consumer with they’re mistake.
By Jennifer
Response from Legacyhandcraft· May 31, 2022
Hi there - I just double checked your order to see how I could assist with your frustration. I do see that you ordered 3 sets of shelves. On the product page where you purchased the shelves, the first bullet point is that they are sold in sets of 2, which would be 6 shelves. While we certainly understand that it can be easy to miss information when you're designing, measuring, etc, I wanted to make sure that you knew that we did ship what was ordered. That being said, we do always offer to provide our discounted return shipping rates when a customer is shipping back a large package, however, in your message to us you only indicated that you were returning 2 shelves because they didn't work for you. Without the information that you were returning all 3 sets, we unfortunately didn't know to offer that option. I do apologize that your experience left you feeling frustrated. In the future, please reach out so that we can assist with your concerns. Thank you!
I love the idea of the floating shelf but it was very challenging to hang. The brackets did not line up and therefore could not interlock as delivered. The edge of the shelf had been routed too deep, so I had to loosen the screws and put small shims in place to make the bracket flush with the edge of the wood. Finally I got the shelf brackets and the wall brackets to interlock - but not before completely scuffing the wall and getting dark stain smudges all over it, resulting in the need to do quite a bit of touch-up painting. I was a little disappointed in the stain color - darker than the photos. Plus, one of the two shelves looked more like it had been painted instead of stained. They both had a somewhat musty odor about them, and the paper wrapping had evidence of moisture, as if the stain weren't fully dried when they were packaged for shipping. Overall I'm pleased with the end result. But I won't attempt installing the second shelf until I have someone to help!
By Susan M.
Response from Legacyhandcraft· Feb 21, 2022
Hi Susan! We appreciate you reaching out to us to let us know about the difficultly that you had while installing the shelves. This is certainly not the experience that we want for our customers! We have notified our warehouse team of your experience to ensure that they keep an eye out for these rare issues while packaging the shelves. Please feel free to reach out to our customer service team if you should have any additional questions when installing the second shelf. Cheers, Urban Legacy Customer Service
