I have ordered products from MacKenzie Childs for years and though the product are very expensive, I love their check design. A friend of mind bought me 4 canopy knives for Christmas. I used one of them and notice that the blade came detached from the handle. I called MacKenzie Child and asked if I could get a replacement if this was just an issue with this particular knife. The first question was "did you buy it from us?". I said I got it as a gift but I think the gift came from Neiman Marcus. They said they do not deal with any issues if the product was not bought direct. They said I would have to go back to the person who bought me the gift and they would have to return it there. I even spoke to a supervisor who reiterated "the policy".. For a company that sells high end products, I was floored by this policy. The knives cost around $40 and now I will never buy another product from them again because they would not stand by their product. What kind of company would risk losing a long standing customer for $40 knives when I have bought $100s of dollars worth of merchandise? They are not a company do business with, despite their cutesy products. read more

Horrible! We traveled from Ithaca (about an hour drive) and they didn't let us in to see the house because "the security system was already armed" even after we explained we're flying out the same day and wouldn't be back. How difficult would it have been to disarm your security system? Honestly, don't waste your time - rude staff and mediocre looking overpriced products. The older lady, Rita, at the tour center was especially snobby. After asking one of the gift shop staff for Rita's name and that I was really displeased by the way she treated myself and others in our group - I was told that's not the first time Rita has had similar complaints made about her. Seems like a bad apple that they need to get rid of asap. read more

We've been waiting 5 months for MacKenzie to deliver a cake knife that was part of wedding gift. The item was not on back order at the time of the order, we were informed 30+ days after the initial order was delivered. Needless to say we aren't very happy with their customer service. I would tread lightly seems like they have some quality control and service issues. read more

I love MacKenzie Childs!!! Always have. Began collecting in 1994. Things were mostly made in the Aurora factory then . My collection includes ceramic dinner wear,canisters, teapot and table wear napkin rings and placemats. My collection focuses on kitchen and dining room and bath collections. Always always pleased with the quality. And love the whimsical Alice in wonderland appeal with this playful chic designed decor!! The barn sale on line is great. Just make sure you start your shopping the moment the sale starts to avoid disappointment. Only had one thing that I did not receive since they have been doing the on line barn sale and that was the happy camper bed canopy tent. I have never received a defective or broken product!!! Love any of their sales!!! Even though people will complain they are now made in China, Philippines or India. The item are good quality and from what I have bought the artisans in these countries do a very high quality of work. The only area I would rate low is in communication. They do not give adequate mails on status of orders and since COVID, You can not call. But the emails answers take a little while but they are sufficient. I hope someday to visit the grounds in Aurora New York!!! read more

I purchased many pieces from them from July on, and had trouble with 2 broken pieces. i called and sent pictures last september 2018 of a pull broken on a chest an a bubble unglued from the bubble lamp. I thought it was taken care of, but when i called today to check on it, they said they had no record. They also had me under 3 accounts, which they merged(i hope)..... and told me i had to send more pictures. Rip off not buying from them again! read more

This isn't just a store, it's an experience. Plan your time as you would visiting a museum or tourist attraction. There isn't one spot lacking for eye candy brimming with color, design and originality. You'll be hard pressed to find any other shop/brand that can rival Mackenzie Childs' delightful, whimsical, yet sophisticated allure. It's brilliant. The best part is, unlike museum pieces, these are for YOUR home. Be sure to include a tour of the Farmhouse. It will provide you with ideas to implement your MC items, from opulent chests to tassels used as accents. Upstairs, pay close attention to the armoires converted to self-contained butlers. The details are astonishing! If I could live there, I'd never want to leave. The location of the home sits perfectly placed, offering year-round breathtaking views of the lake and surrounding landscapes of Aurora. I could write pages on the afternoon I experienced here, and strongly encourage you to step into the magnificent world for yourself. It is truly a wonderland of all things Mackenzie Childs. read more

Barn Sale 2015...this was my mother's first time going to the barn sale. I had assured her on our way that going at almost closing time was the "best time" to get in. No lines, less people-perfect!! Ha! I have never been on opening day, but when we got in line at 5:45 ("close" at 6) and had to wait as there were AT LEAST 100-125 people in front of us. I was shocked to say the least. However, as always, worth the wait! They had AMAZING new storage containers with plastic lids in a huge variety of sizes and patterns. My pup is currently rocking an awesome collar that has a little bandana attached! (Mom got one for his brother too!) Oddly enough, when you get that many crazy shoppers together you would think people would be pushy and rude. Never at Mackenzie-Childs! Everyone is friendly and kind, helping others grab merchandise or telling you where they found something that you love in their cart! I always love the barn sale and will be going back as long as they have one!! Awesome first day to the staff who were champs at getting LOOOOONG lines checked out quickly and efficiently. Two thumbs up!!! read more

MacKenzie-Childs Aurora - Jasper rocking his Courtly Check collar from Barn Sale 2015!! - Home Decor Near Me - Aurora, New York

See all

They have absolutely the worst customer service I have ever encountered. The reps are rude and nasty, and have an attitude. I don't understand how a company who touts high end furniture and high end home goods, would be inclined to staff their customer service with these people. Hopefully, I will not have to deal with them again. read more

I ordered a compote from Mackenzie Childs in December, 2018. Since the order, they keep sending me notices the item is "back ordered." The latest back order notice is May 25, 2018. The compote is available in other patterns, but the pattern I ordered is being discontinued. If it is "being" discontinued, why is it on back order? Because it has been so many months, I asked if they would just send me a different pattern. They rudely said no, I received no apology for the continued delay, no solution except to wait. I tried to reason with the person on the phone. It has been 5 months since the order was placed and she was telling me the pattern is discontinued. I offered to accept another pattern but they would not change the order. For a company that over charges for their product, you would think they would have better customer service. I canceled my order. read more

Loved the shopping, loved the town nearby for lunch! great afternoon!

I had hoped to order and receive towels that were a perfect match for my newly painted bathroom. What I experienced was the worst customer dis-service from any company, large or small, I have experienced in decades. As stated by others, getting an email response is difficult or impossible. As my online order was never acknowledged (as we all know all other companies immediately send an email stating the order has been received) more than a week after ordering, I tried emailing. No responses were received. I was only successful when I forwarded my email at least five times a day to try and get someone's attention. When I finally did, I noted that at the bottom of the message it said it could take 6-7 DAYS to get a response. It is unfathomable that while thousands of other companies are answering phones with their employees working from home, M-C refuses to do this. After innumerable forwarding of emails, finally saying to cancel the order, surprise! M-C shipped it b/c there apparently there is no communication among departments. However, the order was incomplete and M-C has refused to send the missing towel. Yes, I decided to keep what came but they have taken a stance and refuse to acknowledge any errors or missteps on their part. The irony is that I found another company that represents many artists. Ordered a towel, confirming email received immediately, and it has been shipped. All within a few days. Businesses with only customer dis-service deserve, in my opinion, to go out of business. There are numerous other entities to which people can give their business and be treated with respect as a customer. read more

gave them another chance and ordered many things. they messed up again. supervisor is never available.corporate can t be reached. csr s are not able to answer a simple questions. waiting since weeks for 2 items. csr can not say when they arrive. this was my final order.quality has also been detriorating. may be shipping problems from phillipines or china..... read more

I love Mackenzie-Child's products...their online shipping and customer service--not so much! I placed a time-sensitive order for heavily marketed Easter items on 4/4/2019. As of this moment, my order has yet to ship. What makes this truly ironic, is that I used a "20% Delayed Shipping Discount" related to another order that was weeks and weeks in arriving. In addition, when I phoned for the latest update...their customer service representative hung up the phone! Very rude! I phoned right back and spoke with an extremely helpful Supervisor, my goal was to cancel the order as it had not shipped. Not. Possible. They do not have the wherewithal to cancel an order once it is in the hands of the extremely delayed warehouse. Going forward, I will do ALL my M-C shopping exclusively at Neiman Marcus, where, as an Incircle Member, I receive free, 2-day delivery! Now that's what I call service! M-C could truly learn from the online retailers that continue to provide excellent service once a shopping cart has been paid for and beyond! read more

My review centers, not on the products of Mackenzie-Childs, which we love, but on the customer service- which is so horrendously poor, that it may ultimately drive us away from future ordering online. In advance of an anticipated order of over $10,000 for their Marylebone collection of two large easy chairs, 42 inch square table, dining chairs plus accessory pillows, rugs, table cloth... I wrote customer service (CS) to ask specific questions about delivery time frames fro each item on 5 Nov. I wanted this in order to know if I ordered by X date, when exactly the items would ship and when would they arrive. We were having a large party and were redoing our kitchen breakfast room. We didn't want to be stuck with half an order or no order. Our decision to wait or order then would be dependent on the answer from MC. First email, there was no response whatsoever. I sent the follow-up email complaining of not receiving an answer to the first email on 16 Nov. Eleven days later, on 27 Nov I received an email saying that so and so CSR had send me an email with the information (that I did not receive) and "here it is." It was dated 23 Nov- a full 7 days after my request. And it did not appear in my email inbox. I noticed the information basically showed stock status, but failed to provide the detail I specifically asked for. I replied to that effect, and the original CSR responded promptly with additional detail. It showed, of the five major items (table and chairs) none of the items were in stock. Note that this collection was new. We were incredulous that a new, on the front of their recent catalogue, had zero stock. Availability was showing as 11 Dec. I went ahead and placed our order on 3 Dec. Now the status showed one item available on 15 Dec, the rest not until late January. On 13 Dec I received a phone call voice mail saying one chair was available to ship. I was asked to let them know if I wanted them to hold the chair until all items were available or ship then. I returned the call the next morning to say I wanted them to hold and ship when all items were in stock later in Jan. Two days later, i received a shipping notice for this chair that was delivered on 19 Dec- further proving how incompetent MC customer service really is. I could go on and tell my story related to their loyalty program Truly MC that features more unacceptable "marketing" and hidden gems of important information, but I have already written more than I expected. Bottom line: MC customer service for this 70 year old is amongst the worst i've experienced with online shopping, plagued with non-responsiveness, misinformation, and a general lack of any concern for their customers. read more

If I could have put less than 1, I would have! Bought a moose at the barn sale that I can't hang! The bracket on the back is flimsy and found out the design has been changed now due to falling moose! Mine is the old style, and when I asked for an exchange I was told that nothing could be done that the barn sale items are seconds and damaged goods! There is not one sign anywhere at that sale that states that! I complained further to a higher up, and after much debating she agreed to look into finding me another moose, which she didnt, I never heard back from her! We spent over $500 and got taken! $500 or 50 cents! It shouldn't matter! Right is right and crooks are crooks! Beware of falling moose if you buy from them! read more

I planned to stop at the aurora store around 5:15, only to find out that they closed early due to inclement weather (a tornado watch). The weather turned out to be fine and the other establishments that we visited that afternoon were not closed. So if you plan on visiting there - call ahead as they may decide to close for no reason. read more

DO NOT BUY A GIFT FROM THIS STORE! We were sent a wedding present from MacKenzie-Childs that we did not like. The store has other beautiful things, but not to our style. The store makes the receiver of a gift pay for shipping on the returns (as in, this gift is now costing me money to return it), and they will not refund the amount of the gift, but will only give store credit (I don't want anything in the store). If you think someone would appreciate a gift from this store, give them cash and tell them to consider this store. Otherwise, a gift from MacKenzie-Childs is as likely to delight as it is to frustrate the recipient. read more

Mackenzie-Childs offers very expensive whimsical furniture with a hefty delivery charge for "white glove service". However, in the area of customer service - there is basically none. The table we recived from Mackenzie-Childs at a price close to $6,000 plus a delivery charge of $1,000 was wobbling because four out of the eight brackets needed to hold it in place were missing. My calls to the company regarding the missing brackets have been completely ignored. read more

My family has been fans of MacKenzie Childs since they first began and have stayed loyal as the business has been taken over by new owners and changed through the years. One of the highlights of making several trips through-out the year was touring the gardens and seeing Simon the goose and Bruce the Scottish cattle. It seemed there was such pride in the exterior and gardens, it was always a source of inspiration and enjoyment. Unfortunately, it would seem the business has been taken over by some new source that has only profit in mind as the gardens have been downsized and abandoned, and there are no sign of the favored livestock. What happened? What is going on? Also, the store surprisingly was mostly empty of merchandise and did not have the new "catalog" merchandise in stock! Honestly, what used to be a day-trip destination expedition has sadly diminished. Has the hey-day become obsolete and the only source left is the annual barn sale? read more

DO NOT BUY ONLINE FROM THIS STORE!! I ordered 3 knobs on sale from their website. I never received any type of confirmation. Called customer service and was told my order had been cancelled, -due to the large response to their sale they apparently ran out of stock. Hmmm, seems they should have known that before they took my credit card info. And they cancelled my order without any notification!!?? I sent an email addressed to management and I got no response. Now the kicker........just now, approx a month later, the knobs I tried to order are back on their website - full price. Very poor customer service .......actually NO customer service. read more

Product was not as described in catalog. Customer service was not at all helpful. Do not buy online from this company!

I love the concept, I own a lot of MacKenzie-Child's , but I am tired of the lack of quality! Artistian originality and describing items as unique is excusing sloppiness and laziness!! Almost everything I receive has to be returned because something does not sit level, has something missing or falling off, or it looks as if a preschooler painted it! read more

Terrible customer communication; We ordered a table base, $5995. Got a thank you email for the order; very good. Next email announced product shipped, with UPS tracking #. I tried tracking, no result. Called cust. serv., & told email was incorrect, product not shipped UPS, but by a Old Dominion freigh, with different tracking #t & MacKenzie will change email verbiage. I saw that the item was indeed shipped. Following week, I get a delivery email from MacKenzie with date to expect delivery, still has UPS tracking # on email. I call Old Dominion (OD), they gave the order to another shipping company because OD does not do white glove delivery, but the other company does. I called the other company, they didn't have the freight from OD yet. A few days later, I called the other company & they said they sent it to an actual other company (that's 3 freight companies, no communication from any of them let alone MacKenzie). Ultimately, I was able to contact the third company which gave me a delivery date. I wrote Mackenzie customer service about this maze of shipping, no communication to me, & my having to spend hours tracking my table base. No reply or apology from them. I called Mackenzie customer service again today to complain about their lack of customer care and all the work I had to do to track my $5995 order. Mackenzie is clearly not equipped to transact business with higher dollar items or customers who spend that kind of money. For example, changing the notification of shipping email should take any IT person a few minutes at most. I have many IT people in my Company, & they regularly modify similar communications within minutes. It's been 2 or 3 weeks now, & Mackenzie still sending useless shipping info. I'm sure they're OK to ship small items like rabbit drawer handles, or pillows. When it comes to substantial orders, they should just stay away from that end of the business, or replace their incompetent and uncaring management affiliated with the higher price end of their business. read more

I have purchased numerous items over the years from MacKenzie Childs but no more. Most recently I purchased the "On the Avenue" pillow and was extremely disappointed with the quality AND workmanship of this pillow. I purchased the item on sale, with a 'warning' stating that all sale items were 'final sale' (please keep in mind, the 'sale price' wAS $200.00). When I received the pillow I noticed that the form inside was was two sizes smaller than the pillow casing. I asked an upholsterer to take the pillow casing in (thinking I could not return it) and in doing so, the upholsterer noticed that the plastic zipper was split. Even after taking the casing in 4 inches, it was still too large for the form. I decided to write to the 'customer service' department at MacKenzie Childs about my concerns. They allege there is nothing that they can do about it (in other words, they are unwilling to do anything about it). The quality and workmanship of their items have decreased, while the pricing has increased. Will not be purchasing anything from this company again.....would have given them zero stars if I could have. The company does not stand behind their products. read more