The EssentialReviews of theessential.com

Response from The Essential· Jun 4, 2026

Thank you so much for taking the time to share this — it genuinely made our day! We're thrilled the Oak Dining Chair and Helsa Vanity arrived quickly and lived up to expectations: solid, real wood, just as they should be. We're also glad our team could check those measurements for you before you ordered. As for the pricing, it does shift with promotions and demand, so it sounds like you caught a great moment to buy. Thanks for giving us a try despite the noise out there — enjoy your new pieces! — The Essential

Response from The Essential· Jun 2, 2026

Hi Alex, Thank you for taking the time to share this, and I'm sorry to hear about your experience — it's not the standard we hold ourselves to. From our records, this order involved several made-to-order items along with a glassware set that was unfortunately damaged in transit, and we did try to resolve things with replacements and other options along the way. I realize the outcome still left you frustrated, and I'd genuinely like the chance to make it right. Could you email me directly at [email protected] so I can look into your account personally and find a fair resolution? I'll keep an eye out for your message. Best, The Essential Team

Response from The Essential· Jun 2, 2026

Hi Garrick, Thank you for sharing this, and I'm sorry — the delays and the mix-up with the replacement aren't the experience we want anyone to have, and I understand why it was frustrating. We did work to get a replacement out to you, but I can see it took far too long and still wasn't quite right when it arrived. That's on us to fix. The good news is this is absolutely something we can still sort out — we'd genuinely welcome the chance to find an option that works for you. Whenever you're ready, just reply to our last email or reach me at [email protected], and I'll personally pick it back up. The door is open on our end. Best, The Essential Team

Response from The Essential· May 28, 2026

Hi Bill, Thank you for taking the time to share your feedback, and we are truly sorry that your experience with this order fell short of the standard we hold ourselves to. The concerns you've raised — from the bulbs to the missing components and overall lead time — are being taken seriously and have been flagged with our QC team and the maker for review. We've reached out to you directly via email to address this further and would welcome the opportunity to make things right. Warm regards, The Essential Team

Response from The Essential· May 18, 2026

Hi Tess, Thank you for taking the time to share your experience — we truly appreciate your feedback and are sorry to hear things have not gone as smoothly as they should have. After reviewing your case, we can see that you have two accounts with The Essential, which caused some confusion on our end. We sincerely apologize for this. We want to confirm that the membership on both accounts has now been cancelled and refunded. Please allow the standard processing time for the refund to reflect on your original payment method. We also want to acknowledge that we recently underwent an upgrade to our customer support communication system, and unfortunately some prior correspondence was not retrievable during this transition. We understand how frustrating this must have been, and we take full responsibility for the inconvenience this caused. Regarding your AI Mystery Box — we are truly sorry to hear that the items you received were not a good fit for you. This is the first time this concern has been brought to our attention, and we want to make it right. In line with our policy, if an item is the wrong size or unusable, we are happy to send you a prepaid return label and arrange a replacement or alternative items (in the event the queen size is no longer available). We would also like to offer you store credits as a gesture of goodwill for future use, should you be open to accepting them. This is not the experience we want for our customers, and we genuinely hope to have the opportunity to serve you better. Please don't hesitate to reach out to us directly at [email protected] so we can resolve both matters as quickly as possible. Warm regards, The Essential | Customer Care Team

Response from The Essential· May 18, 2026

Hi Pacey, Thank you for sharing your experience, and we're sorry to hear about the trouble with your order. We completely understand how frustrating this situation must have been. We do want to clarify that if a customer reaches out to us before an order has shipped, we are absolutely able to update the shipping address without any issue. However, once an order is already in transit, address changes are unfortunately out of our hands — this is something that falls under the carrier's control, and we are unable to guarantee any modifications at that point. We hope you can understand that there are certain situations beyond what we are able to control. That said, we always want to do our best for our customers, and we'd love the chance to look into your specific case once more. Could you kindly reach out to us at [email protected] with your order number or the email address associated with your account? We want to make sure everything was handled properly and see if there is anything we can still do for you. We hope to hear from you soon. Warm regards, The Essential | Customer Care Team

Response from The Essential· May 18, 2026

Thank you so much for this wonderful review! 🌟 We're truly thrilled to hear that your experience with The Essential exceeded your expectations — from delivery speed to our customer service team's quick response. We completely understand that hesitation going in, and we're so glad we were able to turn that around for you! It also means the world to us that you're happy with the quality of your furniture. We take great pride in offering high-end pieces at accessible prices, and your kind words confirm we're on the right track. We hope to have the pleasure of serving you again soon! Warm regards, The Essential | Customer Care Team