S. D.

Customer service is disconnected from "corporate", according to CS rep. I placed my first martha.com order on Jan 9,2022 for 2 items. Received order Jan 14,2022, 1 item arrived OK, the 2nd item arrived broken. Immediately contacted customer service who said to send in photo, await further instructions as to replacement which will be about 15-20 business days, and to hang on to the box with the broken item. 1 month later: nothing. No communication. No replacement. Called customer service who said "corporate" has not indicated how they want to handle this, and NOW it will be escalated. Meanwhile, a large box with broken pottery sits in my living room. Rep said *maybe* they will want me to ship it... after waiting a month. Now I get to wait for a phone call. More of my time wasted.

BTW these were not expensive items. Most companies would be satisfied with the photo & would ship out the replacement within a week. In fact martha.com said the photo would likely be enough but hang on to the broken item & box "just in case". That would have been fine if they had contacted me in the timeframe promised.

Meanwhile, I wait some more, for a phone call. Will it be from the disconnected 3rd party customer service dept? Or from someone in "corporate" as customer service describes the company?

UPDATED: It was a complicated process, but finally, through email communications with *******@martha.com, I received my replacement.

Tip: Email customer service instead of calling them.