18F Virginia, Inc.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

I apologize for the experience you had with Plow & Hearth. Two refunds were issued on 11/22/2016. One refund issued for $[redacted], and the other for $1[redacted]. Refunds show processed to your bank on...

11/25/2016.
Please let me know if I can assist you further
Lawrence
Plow & Hearth

This item as stated online, list an expected ship date of
1-2 weeks. This does not account for the lead time during shipment. I apologize
if you were misinformed with shipping estimates.
If, for any reason, you
are not 100% satisfied with one of our products, please return...

it for exchange
or refund within 90 days.

ordered the 6 arm bird feeder the description says 6 arm feeder and 6 bird seed [redacted]. when I received it no bird seed [redacted] I was told they are separate very deceiving! I will not order from this company again.

Dear [redacted], I’m following up on yourcase number [redacted] on behalf of [redacted]
[redacted]s returnwas delivered to and processed by our warehouse on January 22nd,2015. On the same day our contact center processed a refund to the originalpayment method...

in the amount of $80.94. The difference of $6.95 is a result ofthe [redacted] utilizing our prepaid, return shipping label to return theorder. Please let me know ifthere’s anything else I may be able to assist you with. Sincerely, [redacted]
[redacted]
*
[redacted]

[redacted] I’m following up on your
case number 10561937 on behalf of [redacted] Mr. [redacted] order totaled
at $499.95 in merchandise before his 25% off ($124.99) coupon was applied.
Based off of our shipping chart, linked below, the standard shipping charge was
$49.99 and...

the extra shipping fee (due to the size of the furniture and the
necessary motor freight delivery) was $80.This brought his total to
$504.95. There was no express shipping offer applied to this order, and due to
the nature and size of the shipment, it would not be accepted. Unfortunately,
there is no credit of $135 due in this situation. [redacted] Please let me know if
there’s anything else I may be able to assist you with. Sincerely, [redacted]

Customer sent email to Plow & Hearth requesting a part on 08/12/2014. Customer was emailed on 08/13/2014 by our parts department requesting more information. No further information was received...

regarding the parts order. Since this order was placed through QVC, [redacted] is responsible for any full replacement needed. I have however placed a parts order for the bottom post. This order would ship tomorrow and take 5-7 business days to receive.
 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

The order was purchased on 12/01/2012. Plow & Hearth has a 1 year return policy on defective construction. This order was placed online and the returns policy is stated on our website.  [redacted] 
As stated online, If, for...

any reason, you are not 100% satisfied with one of our products, please return it for exchange or refund within 90 days. If your item is defective, you have one year from the date of purchase to return it. Please use one of our hassle-free return or exchange methods outlined below.
If the customer would like to return this item, we can offer a refund in the form of a gift certificate.

Ordered several items from Hearthsong very early morning on December 11. Routinely checked the status of my order online where each item listed "Item Shipped - Tracking Sent" but did not list a tracking number. Received a confirmation shipping email from Hearthsong which did not list one of my items (puppet theater). The notice on the bottom of the email said "If you do not see one of your items listed, it may be shipping separately." Checked the online order status which continued to display "Item Shipped" for the puppet theater. I received one shipment of items a few days later. On December 18, I was getting anxious about the theater so I called:
Hearthsong: "Oh, yes, that is on backorder and cannot be delivered until end of January."
Me: "When were you planning to inform me? Christmas is now one week away. This was to be a very special gift for my daughter."
Hearthsong: "Our emails have been backed up. All I can do is apologize."
Me: "Riiiiiiiiggggght."
In today's day in age, there is simply no reason for me to purchase items from a company that cannot diligently inform me within a day or two that my item is backordered. And if by chance you do make a mistake, a simple verbal apology in such a situation will not suffice. I've got lots of options where to spend my money, and I'm sure another company will be happy to take away your customer. Goodbye forever, Hearthsong (and all affiliated companies).

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the explaination made by the business in reference to complaint ID[redacted], and it resolves my issue. Although they never notified me that they found the missing returned package even after several emails to their customer service department, I have confirmed that the credit was finally made.
Regards,[redacted]

[redacted]
 
Thank you for your feedback. A full refund has been issued to your [redacted] account. Log on to [redacted] to review the transaction. Please keep the doormat.
 
Have a wonderful Holiday and...

New Year!
 
Lawrence
Wind & Weather

Dear [redacted], I’m following up on your
case number [redacted] on behalf of [redacted] I can confirm that Ms.
[redacted] is not receiving email correspondence, as she successfully unsubscribed. Please let me know if
there’s anything else I may be able to assist you with. Sincerely,...

[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Hannah simply restated what was told to me originally.  However, I can provide an email that specifies the shipping associated with only one item from the company (for oversized) and says "no shipping" for the other items.  When I checked out this shipping charge was NOT indicated.  We can quibble about this, but I am confident in what I saw upon checkout and I DID NOT authorize this charge.My other complaint was how I was treated--with a manager refusing to talk to me and my email of inquiry and complaint via their customer service page ignored.  It was not until I issued this formal complaint via Revdex.com that I received a response from the company.I primarily shop online and this is by far the worst customer service I have come across.  Other companies would not consider losing all future business and souring potential customers over $15.
Regards,
[redacted]

Review: On November 27th, I ordered the [redacted] from the online plowhearth.com website for $49.99 including shipping (after I successfully activated a free shipping code found at [redacted]). I received a confirmation code of [redacted] and noted that my [redacted] account had authorized a payment to them through the authorization code of [redacted] ID #[redacted]. This was to be sent to my mother-in-law in Fairbanks, Alaska.

When I called her yesterday, she hadn't received it so I called the customer service number. At first I was told that the item had been backordered and wouldn't ship until January. Then I was told that my order had been cancelled and it would never be shipped. Then I was told that I needed to call back in the morning as he (the customer service rep) didn't really have any authority to talk over potential disputes.

This morning, 12/6/2013, I worked my way up through several supervisors, eventually being given to [redacted]. Some of the things she said were that I did indeed receive a cancellation notice and that I would be able to find it in my junk mail, that she would track down the person that sent it to be able to verify it, that the company reserved the right to cancel a confirmed order at any time (and that I could find this under disclaimers on their website). She also contradicted herself by saying that the company had cancelled my order last night (when I'd already been told by her that it had been cancelled over a week ago) and that my [redacted] order had already been reversed (I just checked and it hasn't). She left this last message on my answering machine along with the information that the person who would have sent me the cancellation notice wasn't available and that [redacted] would call again when she was able to track her down and confirm the cancellation.

I really feel all of this is beyond the main point however. I successfully ordered and received confirmation of my order for this glider. My [redacted] account authorized the money transfer. I never received any news to the contrary until I called (having missed the opportunity to shop for something similar on both Black Friday and Cyber Monday from a lack of notice on their part). This sale was well advertised at both [redacted] and [redacted]. The company should have expected an overwhelming response (for a glider that was regularly $229.95) and should have been set up to deal with multiple orders and to know when they had exceeded their orders. You can check both [redacted] and [redacted] comments on Plow and Hearth glider. You will find on this day (12/6) that there is no single positive comment on either site regarding Plow and Hearth's ability to meet their sale price. Every comment suggests that the company failed to deliver what they confirmed would be fulfilled. My experiences with every person at Plow and Hearth that I talked to make me feel as though they are are interested in confirming that they sent a cancellation notice. They seem to have no interest in honoring the original sale or providing the customer with a substitute item.Desired Settlement: I want the glider shipped to its recipient in Fairbanks, Alaska. If they are out of this item, I want a similar item (they have other benches of similar materials made by the same manufacturer) shipped in its place.

Business

Response:

On November 28, as part of our pre-Black Friday sale, we had [redacted] (SKU #[redacted]) from Plow & Hearth at a special price of $49.99. We sold out far more quickly than we anticipated. We shipped every single glider that we had in stock, one hundred and eleven, on a first-come, first-served basis.

As with most retail stores selling products at discounted prices like this, it is “while supplies last.” The only difference here is that our inventory system did not automatically flag this product to be removed from the site once it was sold out. Once we identified this issue we immediately contacted customers to apologize and to notify them that they were not charged and that we would cancel their orders. Since [redacted] paid with [redacted] her charge was authorized. We reversed the authorization on 12/6/2013. We did not have a phone number on the order for her but we had her email. She was on the list of those contacted by email so I do not know why she did not receive our notice. Also, we send out 2 confirmations when an order is placed. The first email is to let the customer know that we received their order. The second email confirmation is when the order has been authorized and ships out.

We appreciate [redacted] disappointment that we’re unable to complete her order. It is not our intention to mislead or deceive anyone. We have been in business for 30 years and our continued success is founded upon the service we provide our customers.

Thank you.

Plow and Hearth, LLC

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Plow and Hearth still has yet to email me to cancel this order. I have checked my spam mail numerous times, and I have never been emailed a cancellation of my order. Further, though they state that they reversed the [redacted] charges on 12/6/13, it is now 12/16/13 and my [redacted] account reflects no reversal of charges. Their inability to 1) set up a website that can properly flag when an item sells out, 2) their inability to send out cancellation notices when they decide to cancel and order, and 3) their inability to reverse [redacted] charges has cost me the ability to order and send a present to my mother in law in time for Christmas. I continue to believe that a quality company would do more than "appreciate {my} disappointment" and would take some measure of responsibility for their own ineptness. I feel I am still owed a glider or a comparable item for their chain of errors.

Review: I purchased 2 items in October of 2011. These items came in packaging that had a written guarantee stating "100% Guarantee. If for any reason, at any time, you are less than 100% satisfied with a product you have purchased from us, you may return it for exchange or full refund." I contacted Plow & Hearth by email to exchange my product that was no longer working and received an email that the guarantee was only in effect for a year. I didn't receive any response to my follow up email. I phoned customer service and was told the guarantee is only for a year of purchase, and that it used to be 3 years. I posted on Facebook about the guarantee not being honored and received a response offering me a discount and free shipping on a replacement. I declined since that didn't fulfill the written guaranteeDesired Settlement: I would like Plow & Hearth to replace my items with free shipping.

Review: Three products were purchased but had to be returned due to inferior quality. They were returned via [redacted] within a week of their shipment to me. Plow and Hearth provided the return shipping label. The product was shipped with their label. A refund was never received. I contacted their customer service 3 weeks after returning the item to obtain the status. They opened a ticket but did not get back to me even after several written follow-ups.Desired Settlement: Full refund for order #[redacted]

Business

Response:

Dear [redacted], I’m following up on yourcase number [redacted] on behalf of [redacted]s returnwas delivered to and processed by our warehouse on January 22nd,2015. On the same day our contact center processed a refund to the originalpayment method in the amount of $80.94. The difference of $6.95 is a result ofthe [redacted] utilizing our prepaid, return shipping label to return theorder. Please let me know ifthere’s anything else I may be able to assist you with. Sincerely, [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the explaination made by the business in reference to complaint ID[redacted], and it resolves my issue. Although they never notified me that they found the missing returned package even after several emails to their customer service department, I have confirmed that the credit was finally made.

Regards,

Review: the items were described as a tool set and log holder. It was not clear that you would only be getting just the tool set. I ordered this set because it showed to come with both. I wanted a matching set of tools and log holder. I have contacted the company they told me I could order them separate , but they are out of stock. I related that since it said AND they should have come together. Then I gave an example " who is coming for dinner?" Myself AND ... with the word and one would expect to get two items. I have posted a link to this in this form. I have also contacted the company and they related they could refund me the S/H charges. [redacted] the customer service rep related the add was confusing and since the wood holder was already sold out and did not show were you could order the wood holder, she could see were I would be confused and think theses two items would come together

Plow & Hearth Exclusive

Quality constructed of solid steel. Tool Set includes tongs, poker, shovel and broom with end loops for hanging on the tubular steel stand.

Generously sized Log Holder has a solid bottom to keep firewood debris contained.

Available Colors

Antique Copper

Black

Size

Tool Set 17-1/2"W x 34"H

Log Holder 17"L x 15"W x 14"

[redacted]Desired Settlement: I would like the items as described. If this is not an option then I would like a matching tool and log holder similar to what was ordered. I also noticed after the fact that a review from 2011 also had the same complaint

Business

Response:

The [redacted] Tool Set, item [redacted], and the Log Holder, item [redacted], are matching fireplace accessories. We show them together on the website so that customers will know the matching items are being offered. When the log holder became unavailable we took the option to purchase it off the website. The picture was still there and the description of the 2 accessories but the tool set item number was the only option listed for purchase. Because this was not clear we are refunding [redacted] the full amount of the Tool Set plus shipping since we are not able to get the matching Log Holder. Hopefully next fall the log holder will be available and he can purchase it at that time.

Thank you.

Service Specialist

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: Catalog rec'd from business showed item we wished to purchase. Corporate directed us to [redacted] store. Called ahead of time to see if item available. Prepaid item and asked to set aside packaged for P/U. Store over 40 miles away from home. Picked up item and when unpackaged at home, it we defective. Called store and was told to send back via[redacted]. Store finally sent prepaid label via mail week later after additional follow up phone calls to both store and warehouse. Item sent back. Follow up week later 11/15/2013 with the store ([redacted]) to be told that warehouse had sent out via [redacted] on 11/14/2013, should receive by Saturday. Another follow up with Customer Service Dept on 11 /19/2013 only to be told by supr that item was not sent out due to back-order and that I was not told otherwise by the store. Sorry, but I do not accept being lied to.Desired Settlement: My wife would really like this item but truthfully I am not sure if dealing with this company would be appropriate. I think the company should show some accountability for the actions of there employees.

Business

Response:

RE: [redacted]

Dear [redacted],

Thank you so much for sending the information regarding [redacted] issue with receiving our reversible cape. I checked on the replacement order and it shows the cape was sent out on November 21st. USPS tracking indicates it was delivered on November 25th.

[redacted] skepticism of our company is understandable but I truly believe the first ship date he received was an honest mistake. The store did not have the cape so they ordered it through our corporate office here in [redacted]. It was ordered on November 14th but did not ship out until November 21st because it was on backorder. When we got it back in stock it shipped out. These capes are very popular so they are hard to keep in stock.

I apologize for the delay in responding. I do not have a record of receiving the first letter. Thank you again.

Sincerely,

Review: I ordered a swing pod for our niece and nephews birthday.I received an email with the photo of the item saying it had been delivered.Two months later when we went to visit for Christmas we noticed the swing pod not up.They brought out a mini golf set that had been delivered instead. Our family is very sweet so they didn't complain that they didn't receive the gift we had told them about. HearthSong was not open due to holiday hours. I called on the 2nd when they opened again.I spoke to Janet who was very nice and understanding but she said there was nothing they could do, except ship out the correct item and have the toy that they had been playing with sent back. The manager was Kadeidra L[redacted]. They had made the error and now are taking a gift away from children. Our family lives in NC and we are in CT. We hoped our kids would be able to play with each other in it. We had not been there in 3yrs. It is also cold now, so they will have to wait till next spring to use their toy. I informed them we were not happy and would be contacting the better buisness bureau. The item we ordered cost significantly more than the one received. The item we ordered had not been delivered by the guaranteed time. The wrong item had been delivered, and the email sent to me was false. Customer service policies are poor. I dislike ordering online, prime example. I like that this company represent educational toys that are well made. I dislike their policies on company errors and lack of costumer service given by manager.Desired Settlement: I would like my niece and nephew to be able to keep the gift (golf set ) they had already been playing with. It is unfair to take away something that they enjoy because of a delivery error. I would also like a hand written apology from the manager who did not help at all in fixing the situation. If this is not a time to get on the phone with a customer, when is? If I had called and been rude and yelling I can guarantee the manager would have taken control of the situation.

Business

Response:

[redacted]I apologize the wrong item was sent. A replacement order was made and has been delivered for the correct item. Please inform you family to keep the Golf game sent in error.Thanks,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I ordered a product from the web site. The picture of what I ordered and what I received were different. Web site is misleading for that product, Item #[redacted]. Thought I was getting plaque and stormglass, but only plaque came. Was told by customer service that they were two different items and must be ordered in a set.Desired Settlement: Put picture of plaque only on web site and let people know that the stormglass is sold seperatly.

Business

Response:

Wednesday, January 7th, 2015Wind & Weather [redacted]Dear[redacted], I’m following up on your case number [redacted] on behalf of [redacted]. I do see that [redacted] was refunded on December 23rd for the merchandise amount of $59.95 and the tax of $4.05. In addition to this $64.00 credit, I’ve also issued a refund for his shipping fee of $11.99. I definitely recognize the need for an individual photo of the plaque and I have passed that request on to our web developers and creative team. At this time, [redacted] has been fully reimbursed for this purchase and the trouble associated with it. Please let me know if there’s anything else I may be able to assist you with. Sincerely, [redacted]Plow & Hearth, LLCPhone: [redacted] Ext:[redacted] Plow & Hearth | [redacted] | [redacted] | [redacted] | [redacted]