Disappointed by Product Quality &…
Disappointed by Product Quality & Customer Service — Not What I Expected from FERM LIVING ⭐
I've had my eye on FERM LIVING for a while and was genuinely excited to finally try the brand — known for "high quality pieces for everyday life." Unfortunately, both the product and the customer service experience fell well short of that promise.
I purchased 2 curvature hooks. All 4 wall plugs I received were faulty — it couldn't be driven in even with a screwdriver and a drill. I submitted a thorough video clearly showing the defect, expecting a quick resolution (replacement, refund, or discount). Instead, I was met with 5+ days of back-and-forth (still ongoing) with no resolution, leaving holes in our wall in the meantime.
Out of necessity, we ended up forcing a hole through the faulty plug ourselves and using superglue (SUPERGLUE!!!) to hold the fixture in place. Not exactly the premium experience I anticipated.
To top it off, while working through the plug, we noticed the nails had chipped paint — suggesting the finish is simply spray-painted on rather than the durable, high-quality material the brand advertises.
For a brand at this price point, I expected far better — in both product quality and customer support responsiveness. I hope FERM LIVING takes this feedback seriously, as it doesn't reflect the brand reputation they've built.
Odpowiedź od Fermliving.us
Dear Gina,
Thank you for taking the time to share your experience. We’re genuinely sorry to hear about your frustration, as this is not the experience we aim to provide.
Regarding the wall plugs: to properly assess potential defects, we requested detailed photo documentation of the rawlplugs. Unfortunately, we only received a video, and no close-up images that would allow us to evaluate whether the plugs themselves were faulty. In the video provided, the plug does not appear to be fully sealed in the wall, and no force is applied when attempting to screw into it. A tight fit is essential for this type of mounting, and this is not an issue we have encountered in feedback from other customers, which is why we needed further information to understand the situation fully.
For environmental reasons, and to ensure the best possible result depending on wall material, we recommend sourcing appropriate wall plugs from a local hardware store when needed, rather than shipping standard plugs from Denmark to the U.S. This allows customers to select plugs specifically suited to their wall type and avoids unnecessary transport emissions.
We’re also sorry to hear that you resorted to using superglue. This was neither suggested nor recommended by our team, and it’s not a solution we would advise for installing our products.
Regarding the screws: these are made of chemically treated brass designed to develop a natural patina, which results in the black brass finish. They are not painted or spray-painted.
As you have not yet provided images of this chipping, we have not been able to provide our feedback on this matter as of yet.
Our last email to you was sent on the 18th, and we have not yet received a response. We remain more than willing to continue the dialogue and find a proper solution together.
We truly value all feedback and appreciate you bringing these concerns to our attention. We hope to have the opportunity to resolve this matter and restore your confidence in Ferm Living.