This was a completely unsatisfactory purchase
This was a completely unsatisfactory experience, and I would not recommend this company.
The pictures and product descriptions on their website do not accurately reflect what you actually receive. For example, the shoe racks I purchased appear much larger in the website photos and look as though they can accommodate a reasonable number of pairs of shoes. However, the actual product is significantly smaller and holds far fewer pairs than expected.
The website photos also do not clearly show the visible screws on the sides of the unit. In reality, the screws are clearly visible, meaning you have to purchase additional screw caps separately if you want them covered.
The biggest issue, however, was the damage during delivery. I paid extra for insurance specifically to cover damage to the parts during shipping. After waiting a long time for the item to arrive, it arrived with multiple damaged parts.
I contacted customer service expecting the insurance I had paid for to cover the damage, but they refused to provide a refund or process a claim because I no longer had the barcode that was printed on the original packaging. I had naturally disposed of the packaging after opening the parcel.
The only solution they offered was to replace seven severely damaged parts. For the remaining damaged parts, I was effectively expected to use them as they were.
This is completely unacceptable. Even if the seven parts are replaced, the remaining damaged components mean the shoe rack will still look damaged and, in my view, is no longer suitable for use.
The product does not match the expectations created by the website, and the customer service and handling of my damaged order were extremely disappointing. I would strongly recommend thinking twice before purchasing from this company.
Reply from Litfad
Dear noor,
First, please accept our most sincere and unreserved apology for the experience you have had with your purchase – this is absolutely not the standard we intend to deliver, and we are truly sorry.
For years, we have served thousands of customers worldwide with a commitment to quality, honest product representation, and responsive after‑sales support. We take pride in our products, but we also know that mistakes happen – and when they do, we believe in owning them fully and making things right.
We have carefully reviewed your feedback and identified several possible reasons for your unsatisfactory experience:
Product representation: Our website images are taken from angles that may inadvertently make the shoe rack appear larger than it is. We also did not clearly highlight the visible side screws – this was an oversight in our photography and description, and we are already updating our listings with more accurate dimensions and close‑up views.
Shipping damage: Despite your purchase of insurance, the parcel suffered rough handling during transit. The insurance claim process does require the original packaging barcode to verify the shipment, but we understand that disposing of packaging is completely natural. Our customer service team should have been more flexible and empathetic – instead, they offered only a partial replacement, which was clearly insufficient and frustrating.
Now, here is our concrete solution for you:
Full replacement of the entire unit – We will send you a brand new, completely identical shoe rack with upgraded packaging to prevent further damage, at no extra cost.
OR
You can select one new item. We will cover up to 20% of the price difference between your original purchase and the new model.
We sincerely hope you will give us the chance to redeem ourselves. Your honest feedback is invaluable – it helps us become better. Thank you for your patience, and we look forward to restoring your trust.
( Litfad Support Team at support@litfad.com, 24/7 stands by your side)
Litfad