Maya and Ben lived in a cozy apartment in San Francisco, California. Their balcony measured 120cm x 180cm, a precious outdoor space they dreamed of transforming. For months, they searched for the perfect furniture to create a small, stylish seating area. Their eyes fell on the Wave Mountain Relief Matte Black Sideboard from a local retailer, MIDHILL. At US$4190.00, it was expensive, but the contemporary Oriental design and four drawers offered both style and storage—exactly what they needed.
The sideboard was listed as in stock, with an estimated delivery time of 2-3 weeks. Maya placed the order online on June 10, 2023. Their contract stated delivery between June 24 and July 7. They paid US$4190.00 upfront, partly because the item was on sale—30% off its original price of US$5990.00. They couldn’t wait to style their balcony with the matte black finish and walnut accents.
By June 28, no tracking updates arrived. Maya contacted MIDHILL’s customer service. The representative, Sarah, apologized—their supplier, based in Georgia, had delayed shipment due to heavy rains. The warehouse was backed up, and their delivery truck had been rerouted for repairs after a minor accident. "We’re working hard to get it out as soon as possible," Sarah said. "We’ve already paid extra for express shipping, but there’s no guarantee.\”
Maya waited until July 12, when a call came. The sideboard had arrived, but the packaging was damaged. The shipping company, UPS, reported that the box had been dropped during delivery.幸运ly, the sideboard was only slightly scratched, but one drawer’s handle was loose. Sarah promised to send a replacement handle immediately, but the assembly was a different story.
The next day, Maya and Ben unboxed the sideboard. The instructions were unclear, written in a small font with vague diagrams. The hardware bag had missing screws. They spent three frustrating hours trying to assemble it, only to realize they were missing three bolts. "This isn’t a DIY project if you can’t read," Ben muttered. They called MIDHILL again. A new representative, David, offered to send the missing parts overnight but admitted the company didn’t stock the exact screws. "We’ll have to special-order them, which takes 5-7 business days," he said.
The next morning, a small scratch appeared on the sideboard’s matte black finish. Maya called David immediately. He listened patiently and agreed to cover the repair costs. "Since this is under warranty, we’ll send a local technician to fix it free of charge," he said. The technician arrived the next week and touched up the scratch in under an hour. David also expedited the replacement handle, which arrived two days later. "We’re sorry for the inconvenience," David said during their call. "We’ve learned from this and will improve our packaging and instructions." Maya and Ben felt relieved. "MIDHILL took care of us," Maya said. "They even covered the extra cost of the express shipping due to the initial delay."
Maya and Ben’s experience highlights common issues when buying furniture in the US. Delivery delays are frequent, especially during peak seasons. Packaging damage is another problem, with shipping companies often mishandling heavy or fragile items. Assembly instructions are frequently poor, forcing buyers to spend hours or even days putting together their new furniture.
For balcony furniture, buyers should consider the following:
Maya and Ben now love their Wave Mountain Relief Sideboard. It fits perfectly on their balcony, and the Oriental design complements their home’s modern aesthetic. Their only regret? They should have ordered it a month earlier. The following spring, they planned to upgrade their living room with another piece from MIDHILL—this time, with a longer delivery window and more preparation.