Made Trade – Cashback, Rebates & Rewards

I've been trying to trade in my last order (the candle smelt of perfume, not natural as the site promotes). I've left two phone messages and two emails.

Made Trade has a wonderful website - their concept is awesome too - Too bad their customer service doesn't reflect the values they are boldly marketing online. I ordered a Masaya & Co hand made chair from El Salvador - supporting the local folks there. It's a great concept and something that made me spend a lot more money than I normally would have. Problem No. 1 - The first chair came and it made incredibly loud popping noises - we purchase this rocking chair to help rock our new baby to sleep. It does take months to receive it as well, but that wasn't a problem back then. When I communicated with MadeTrade, Maddie JoLanders told me she would make it right. I understood that she said to just hand onto the original one (later she showed me in message she later sent that she had changed this, but I missed it). In the meantime, during COVID19, my wife and I moved to somewhere more affordable than the Bay Area. Maddie shipped it to the wrong address and good thing the new tenants there advised me that the chair was shipped there so I could call (and handle getting it shipped to the correct address) - more time - more months. Baby is now 4 months old and I ordered this chair 2 months before baby was born. Problem No. 2 The second chair they sent, the handle broke off. I didn't sit on it, I put my hand on it when sitting down (like anyone would do). I messaged Maddie JoLanders back and asked what we need to do that we are not satisfied with it. She sent a message (Crafty really), stating she would give us 50% off both bad chairs (meaning she would do nothing and keep the exorbitant $990 for the chair promised). What I understood and what any other logical person would understand was that she would refund 50% the original price and then we would just keep the faulty chairs. When the money didn't show up, I sent a message - she said the matter is closed. I then called Masaya & Co, a family run business and they said that I had to work with Made Trade - their contract forces me to deal with them since it was the beautiful advertising dollars that brought me as a customer in the door. So now I have two bad chairs, I spent $990 to support some folks in El Salvador. UPDATE: Immediately following posting reviews on google, Yelp, TrustPilot and the BBB, one of the owners of Made Trade called and offered a full refund and is picking up both chairs. Six months later - Lots of time wasted. They are trying to do something good, but hopefully this is a learning experience for them.