Customer service 101 would go a long way here
Is this a real company? Before I purchased from Hello Norden, I came here looking for reviews and found none. Here's one now.
I was looking for a simple brass towel bar, and their product fit the bill. I was also considering another towel bar with another company that had more reviews, but it had some negative reviews in relation to product availability and customer service, and Hello Norden showed that the item was available and the reviews were positive. So I took a chance on the slightly more expensive but available product (Hello Norden).
The product seemed to ship promptly, and within a week, USPS, UPS, and Hello Norden all let me know that the product had been delivered, but it was nowhere to be found at my house. I immediately reported this to both the company and USPS (the final carrier), and shortly after this, an empty cardboard tube was delivered to my house. Throughout the process, I was less than pleased with the customer service that I received from Hello Norden. Rather than assure me of their intention to make it right from the start, the customer service agent made it seem like it was a problem that I needed to resolve.
The piece that put me over the edge was when the agent claimed, "USPS requires the insurance claim process for loss or missing contents before we’re able to issue a replacement or refund." This is simply false—it may be Hello Norden's internal policy to pursue an insurance claim (which they as the sender are more than welcome to submit; I sent many pictures and details as documentation), but unless USPS owns Hello Norden, USPS can't require or not require anything of Hello Norden.
The customer service agent seemed to have a fundamental misunderstanding of the problem. She framed the issue as mine, when in fact, I paid for a product that I had not received. Resolving the issue is not the job of the customer, it's the job of the company to whom money has been paid.
In any event, I went ahead to try to file the claim with USPS—but the USPS site wouldn't let me, because "Sorry, this package isn't eligible for a claim because it wasn't purchased with insurance."
In sum, I was shocked at how eager Hello Norden was to push responsibility for the missing item back on me, and only when, after multiple email exchanges, I decided to pursue a refund instead, did they offer to send a new towel bar "in a few days." I chose Hello Norden because I was looking to avoid delays and poor customer service, but that's exactly what I got. Steer clear if you value your time.