18F Virginia, Inc.

Review: Free Shipping NOT Provided as Promised. I ordered a[redacted] on December 7, 2013. The Plow & Hearth website offered free shipping for my order. However, they billed my credit card for shipping. I wrote a detailed letter to Plow & Hearth customer service but they did not respond.Desired Settlement: I request a prompt refund of $19.99 to rectify this billing error.

Business

Response:

We have issued the $19.99 shipping refund that [redacted] was owed. It was processed on 1/24/14 so should be on his credit card account at this time. We are not able to determine why his shipping discount was not applied. It was a valid promotion and we are glad [redacted] brought it to our attention.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find this resolution satisfactory to me. The refund has been applied to my credit card account and therefore I consider this complaint resolved.

Regards,

Review: I received an email from Plow & Hearth with a promotional advertisement that stated I would receive a $100 reward card if I spent $100. I planned to order a few items from this company, so when I received this email, I decided I would order additional items to spend the $100 required to receive the promotion. I even called the company first to make sure I understood the offer correctly before I place my order. I was told that within 10 days of placing my order, I would receive an email with a code that would allow me a $100 credit for their merchandise. I placed the order on 11/13/13 (the last day of this offer was 11/14/14). I called the company on the day I received my items to inquire about the $100 reward card I should receive. I was told it could take up to 10 business days. So, I continued to check my emails and received nothing except for more advertisements from Plow and Hearth. On the 10th business day, I emailed the company's customer service to ask about the reward card. I waited a few days with no response, so I called the 800 number on Dec. 3rd. I was told that I needed to speak to someone in customer service, so I left all of my contact information. I never heard back, so today (Dec. 5th), I called again. I was told that they emailed me my reward card on 11/29 and it's already expired. They can't reissue it, or do anything further. I never received this email they say they sent. I checked my deleted mail, my old mail and my spam. It was never sent to me. When I spoke to a floor [redacted], she insisted that there was nothing that could be done. She said that it was too bad, but I lost the promotion they promised me, even though I never even received it. I certainly received their advertisements on a daily basis to try to get me to purchase more from them. I feel that this promotion was false advertising and the company never had any intention of honoring it. I already had the items chosen that I was going to purchase for Christmas gifts. But, I will not purchase from this company again.Desired Settlement: I would like to receive the $100 reward card that I was promised.

Business

Response:

I believe this has been resolved and the customer has received her Reward Card for $100. I appreciate the opportunity to give a bit more information. In November we had a promotional campaign, Buy over $100 in merchandise and get $100 Reward Card. [redacted] received this email offer. It stated in about 9 days an email would be sent with the Reward Card number. The customers had about a week to use the Reward Card as it expired November 27, before all the Holiday Specials. I see from our Customer Tracking under [redacted] emailed November 29 after it expired. Since she said she had not received it, we responded by email with another Reward Card and noted that it would expire December 1. On December 3 she called again and was told we would not be able to give her another one. On December 6 when she called a supervisor authorized an extension so the Reward Card will be good until January 30, 2014. We show we sent our emails to the correct email address so we do not know why she did not get them. They did not get returned to us as undeliverable.

Thank you.

Review: I place an order recently with Magic Cabin. I had a coupon for 25% off of $100 or more. When I went to checkout, I looked at shipping and saw that it was zero. I proceeded to checkout, as, as a rule, I never pay more than $5 shipping. I chose [redacted]. Again, I checked shipping and it said zero dollars for shipping. When I received a receipt, however, I saw I was charged $15.99 for shipping. Moreover, the itemized emailed receipt indicated that I was only charged for one item, an "oversized" item. Had I known that I would be charged for this one item, I would have removed it from my cart. I called customer service. I was told I must have made a mistake and "imagined" seeing no shipping charges. I was told that the shipping was for the entire order, not just one item, and that I must be looking at the receipt incorrectly. I asked to speak to a manager. The manager refused to talk to me; he said that there was nothing he could do for me, and that I cannot combine two coupons at once. I explained I didn't try to use two coupon-- I used one coupon for the 25% off and the shipping simply registered as zero. I asked to cancel the order. I was told that the system was "frozen" and she'd have to reboot her computer. I said nevermind, I'd take it up with customer service via their complaint form. I filled out the feedback form on their website, explaining all of the above. I was never given the courtesy of a response. When the package arrived, in two separate shipments, with the smaller items together and that larger item separate, it confirmed that I was indeed charged shipping for just the one item. All items came from[redacted] boxes. Upon some investigating, I see that [redacted] owns MagicCabin and[redacted]. I therefore contacted[redacted], hoping someone there could help me. I HAD THE EXACT SAME EXPERIENCE: I was told that there was no way I could have seen $0 shipping upon checkout (even thought I did); I was told that the shipping was for the full order (even though their own receipt indicates otherwise).Desired Settlement: I simply would like the shipping charges I DID NOT AGREE to upon checkout reimbursed. $15.99.

Business

Response:

Dear [redacted],I’m following up on your

case number [redacted] on behalf of Lisa [redacted]. I was able to confirm

that Ms. [redacted] authorized the $15.99 shipping charge on our web ordering

platform on December 1st. She had one promotional discount for 25% off her

purchase. This discount saved her $26.23 and all of our offers are listed with

a disclaimer stating, “Offers cannot be combined, are not available on all

products and are subject to restrictions, limitations and blackout periods. Not

valid on prior purchases.” With that being said, Ms.

[redacted] is unfortunately not due a refund of $15.99 because she was charged

the amount that was reflected when she clicked “Place Order” on our website.

Our website does not allow any customer to add more than one promotion code

during checkout. I’m sorry I wasn’t able to assist further with this complaint. Please let me know if

there’s anything else I may be able to assist you with. Sincerely, [redacted]

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.

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,

Review: On Thursday Nov 28th I place two orders...being shipped different places. They were for a Love Seat Glider online for $49.99. I ordered two on the first order and one on the second order and received an email confirmation for both. Today a week later after not hearing anything from them and trying to pull my order status I called. They told me that my order was on hold and the reason was because there was an error and they sold out very quickly and any items considered on backorder were not going to be allowed to be purchased for the price on the order confirmation and if I wanted to order I could for the cost of $299 for each love seat glider. This is terrible customer service error or not and something needs to be done about this. I have not ever dealt with anyone who has come back and said we have them on backorder but we aren't going to honor the price we had online since it sold out...now you have to pay $250 more than what it was advertised as. I order online ALL THE TIME!! I would like for them to honor what they had online and what my email confirmation shows as that is the only right thing to do. Thank you!Desired Settlement: I would like them to honor the online price that was given at checkout time and upon receipt of email confirmation.

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.

Review: I ordered two items on 11/17/14: a floor rug, and a set of hand warmers and sent a check by mail in the amount of $55.89. It cleared at my bank on 11/28/14. I was told by phone on 12/2/14 that the rug was discontinued. I never received a check in the amount of the rug,which was $29.95. I have called four times requiring about the return of my money, and was told each time that the check was going out that week.Hand warmer set....$12.95Cardinal rug.......$29.95The balance would go to tax and shipping & handling.Desired Settlement: send check in the amount of $29.95

Business

Response:

[redacted] I’m following up on your

case number [redacted] on behalf of [redacted]. I can confirm that a

check was issued, but clearly was not delivered to Ms. [redacted]. For that reason, I

have issued a second check in the amount of $29.95 that should be delivered by

mail within 10 business days. I am truly sorry for the inconvenience this has

caused. Please let me know if

there’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 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, I am very impressed with your system of handling my problem with Plow & Hearth. I am looking forward to receiving my long awaited check from this company. Good job.

Purchased outdoor furniture... paint peeled after 1 week. Tried to rectify for a month... Still waiting. I will never purchase from them again. Terrible products and very poor customer service.

Review: I have repeatedly been told that my refund would process within a few days, and it has now been since mid-November, and I still haven't been refunded. When I call they just say that they'll notate my account, and that they don't know why my refund hasn't processed. They are refusing to issue me what is rightfully mine, and have failed to give an accurate timeline of when my refund will be processed.Desired Settlement: I would like to be refunded the full amount of $69.90 immediately.

Business

Response:

Regarding Revdex.com case #[redacted], we issued a refund of $69.90 on December 10th after the product was received in our warehouse on December 3rd. Upon doing so, the customer should have received an email from Wind & Weather as well as [redacted] immediately confirming the credit. I will follow up with the customer to be sure she received all of this correspondence. Sincerely, [redacted]Electronic Communications Specialist Plow & Hearth, LLC[redacted]Phone Number: [redacted]Extension:[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: c[redacted].

Regards,

Review: I ordered a stand from the company which was listed as in stock. I received an email stating my items had been shipped, however the stand was not included. I called customer service three separate times and they were unable to let me know when the item would be back in stock, despite it still be advertised online as in stock.

Business

Response:

Customer filled a chargeback claim with her bank. This order was cancelled.

Review: The company advertised a shipping code for a free upgrade to 2 day shipping. They did not provide this service and did not allow me to cancel my order

On 12/21/2014, I purchased an item online through plowhearth.com. The item is called "[redacted] with [redacted] by [redacted]. I used a coupon code, [redacted] that was advertised by stating "Need to send a last-minute gift? We'll get it there on time! Just pay the standard shipping rate and we'll send it EXPRESS at no extra charge. Enter code SHIPQUICK4 at checkout. Hurry, offer ends TONIGHT, 12/21/14, at 11:59PM PT." as seen in this image [redacted]. My invoice stated "Your order number is[redacted]; your order date is 12/21/2014 10:11:04 AM.".

I contacted their online chat service prior to placing the order when I noticed that the code was accepted, but the shipping did not reflect it. The person (whose name I unfortunately do not recall) informed me that it will be taken care of once the order was processed. I also asked if I would be charged standard shipping cost of $8.99 and the shipping would be upgraded to 2-day, or if the code made the shipping free all together (still 2-day). She assured me it would be free 2-day shipping, not just a free upgrade.

I noticed today that I had not received a refund for the shipping cost and the shipping was described as "5-7 Business Days". I contacted them again through the online chat and was connected to an agent named "[redacted]". I explained the situation and she said "I see where you used the promotion code, unfortunately it didn't go through. You were only charged standard shipping rates.". I asked for a refund on my shipping costs and she said "Yes, I went ahead and refunded your $8.99 shipping. I actually was able to track it, this package is due to be delivered on 01/05/2015". I explained that time frame is FAR beyond the 2-day shipping that was advertised, and technically even longer than the 5-7 days.

I asked for an additional refund of $10 (the entire order cost with $8.99 shipping was $38.94) as this is a HUGE inconvenience and not at all what was advertised. [redacted] informed me should could not do that. I then said "I am not receiving the item within the time frame you advertised I'd be receiving it in. This error is on your end entirely, and I should be compensated appropriately. What is your cost of 2-day shipping? That is the compensation I should be receiving because that is what I was told I was getting, but I am not because of an error on your part." She told me should would not refund me the cost of the express shipping, which is an additional $8.99 as stated on their website here [redacted] "Add just $8.99 for each delivery address to upgrade to our Plow & Hearth Express Delivery. Your order will arrive on the 2nd business day (Monday - Friday) after it ships from our distribution center or we'll promptly refund both your regular Shipping and Handling charges and the cost of Express Delivery. We guarantee it!"

I asked "Can you cancel the first order and send a new order with the free 2 day shipping?" and she said "I cannot cancel the order, because it has already shipped. Our warehouse is not shipping now, they are closed for the holiday until Friday.".

Ultimately, I chose to go with their company because of their advertised 2-day shipping, that I was even told would be free shipping in its entirety. When I realized I was not given the advertised shipping, I requested to be compensated for the huge inconvenience as a result of their error. I was told they would not do this. When I requested they cancel my order because I would be getting the item so far from the time they had falsely advertised, I was told I could not cancel my order. Now I am out $29.95 and while I will be receiving the item, it wiDesired Settlement: I want to be refunded $8.99 for the express shipping I did not receive in addition to the $8.99 for the standard shipping (which the company has told me they will refund). That would bring my refund total to $17.98.

They falsely advertised that this item would be shipped with express 2-day shipping and I did not receive that service.

Business

Response:

Dear[redacted], I’m following up on your case number [redacted] on behalf of [redacted] was only charged $8.99 for shipping and since the shipping upgrade code was not applied to her purchase she was not charged the $8.98 express fee. I can confirm that a refund of $8.99 was issued to the customer’s [redacted] account as of 1:15 p.m. today. This should immediately reflect within her [redacted] account. Please let me know if there’s anything else I may be able to assist you with. Sincerely, [redacted]

This company is horrible. They seem to think they are in the christmas business, but can't hit Christmas deadlines.... Lots of emails about "port delays" and "it's not our fault" Bull. My guess is it's a guy in his bedroom with a website and a physical catalog to look good. Direct shipping from China, so no inventory. If that is your game, better get the dates right. I will never use them again. Horrible.

This is not a business I will be dealing with in the future. I ordered from this company on November 28, 2013. It was a sale item. It usually sells for $299 and it was on sale for $99. I also ordered a cushion for $39. I received an e-mail confirmation that my order was being processed. The e-mail also stated that the item would ship in 5-7 days. When I didn't receive an e-mail about shipping I became concered. So, today, December 6, 2013 I went on their website to check my status. That is where I found that the order had been cancelled. I never receieved and e-mail from stating this. I also upset because I was already charged for this item throgh [redacted] I will be contacting pay pal next to get a refund. It is so unprofessional that they didn't even contact me or refund my money. I hope no one else has to experience this.

Review: On Nov. 20, I purchased 29 pewter ornaments from Plow & Hearth. Shortly after purchasing the ornaments ($278.99), I received an email from Plow & Hearth noting that "15% off + free shipping ends today!" I exchanged email with a customer service rep who who assured me the 15% off would be applied to the order I had just placed. Her exact words were: " It looks like you did indeed receive the 15% off and free shipping on order number XXXXXXXXXX placed on 11/20/2015. For an order total of $278.99 your shipping would have been $27. Please double check your account just to make sure that you do see the free shipping applied."

The discount was not applied. I spoke with a customer service rep today who told me I had received the 15% off email from the company as a follow-up to my order; that it was intended to entice me to purchase more. She also admitted several other customers have been confused about this practice. She noted that she could not apply the discount/refund the money I was charged. I said this was deceptive and I felt that I had been lied to; I had already been promised the discount. She responded, unprofessionally, "Well I haven't lied to you." I agreed, but said a representative of her company did lie to me. I asked to speak with a supervisor, and the rep hung up on me.

To complicate matters, two of the ornaments I originally ordered never arrived. I called Plow and Hearth on Nov. 28 and was told the ornaments would be sent via overnight delivery. They were never sent. During my conversation today, the rep told me the ornaments were not available and that my account had been refunded $17.90. I never received a communication from the company letting me know that I wouldn't be receiving the product or that my money had been refunded. I feel this is very poor customer service.Desired Settlement: My request is that Plow and Hearth adjust my bill and refund $36.25 (27 ornaments times the price of $8.95 each, times 15%). It's the right thing to do.

Business

Response:

I have issued a refund for the 15% off the customer requested. Refunds on order total $56.83.

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 placed an order on the [redacted] website on 12/13/14 for a pair of [redacted] Slippers. I used a coupon code for 30% off. The website accepted the coupon and took the 30% off of the total price which I authorized. I received an email on 12/16/14 stating that the product was no longer available. I called the Customer Service number to place an order for a different pair of [redacted] slippers and asked to use the same coupon since the original order was no longer available. The customer service agent told me that I cant use a coupon on [redacted] products. When I explained to her that th [redacted] website accepted the coupon code and took 30% off of the price she stated "it just looked like it did but it didn't really." This has me concerned that they were going to charge a different amount to my credit card. I checked my credit card account and there was a pending charge for the amount that I authorized after the 30% discount. I asked to speak to a manager and the manager would not come to the phone or offer to return my call. I feel that this is poor customer service. It is not the consumer's fault that their website isn't working properly.Desired Settlement: I do not plan on shopping there anymore, but feel like corporate needs to be aware of the lack of customer service from a management standpoint and review their website policies and make sure that the website reflects the policy and does not accept coupons that are not valid.

Business

Response:

Dear [redacted], I’m following up on your casenumber [redacted] on behalf of [redacted]. Our website specifically statesthe following for all promotional offers, “TERMS OF OFFERS: Offer termsmay vary and are subject to specific offers; please refer to a specific offerfor that offer's details and exclusions. All discounts are exclusive of applicableshipping charges and taxes. Items may vary and are subject to availability,delivery rules and times. Does not applyto gift cards, already discounted items, [redacted]footwear. Offers cannot be combined, are not available on all productsand are subject to restrictions, limitations and blackout periods. Not valid onprior purchases. Prices and charges are subject to change without notice. Voidwhere prohibited. © 2014, [redacted].” This disclaimer is listed withevery promotional offer sent out and can be found at the link I’ve providedbelow. Please let me know if there’sanything else I may be able to assist you with. Sincerely, [redacted]

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.The resolution does not address the fact that the [redacted] website accepted a coupon code that they later stated was not valid. This is not the consumers fault that their website is not able to recognize if a coupon code is not valid. The website should not accept the coupon code and take the money off of the price if it is not the amount that they plan to charge the consumer's credit card. I have never ordered something online where the website accepted a coupon code that wasnt valid and then left it to the consumer to suck up the additional price without their knowledge. Very unprofessional, not to mention that I attempted to contact the company directly before contacting the Revdex.com with absolutely no response from them. I don't expect them to do anything at this point, but I appreciate your help in this matter.Regards,[redacted]

Review: After receiving an email (and confirming with indication in customer area on the company website) that a product that I had ordered (HearthSong Doorway Puppet Theater ) had shipped on 12/12, I assumed that the product would be waiting for me at my sister's home (the correct address) when I arrived there 2 days before Christmas. When I called the company to find out more information (the tracking information was missing on my email), they said that the item had not shipped but I had received the false confirmation due to a "glitch in their system"... and the item would ship in January. I asked for clarity surrounding why they wouldn't have alerted customers to this "glitch" considering the timing around Christmas. They offered no explanation and promised to get back to me within a week with better information and ways to repair the relationship. I asked to be removed from the mailings and asked only to be contacted by a senior representative that could explain to me what happened. They agreed to follow up within a week and to remove me from their mailing list. I never heard from them, and have continued to receive solicitations.Desired Settlement: I would expect that ethical business practices would have included a follow up conversation at the very least with an explanation for the glitch and some assurance that my order will not be processed and that I will be removed from all future solicitations (print and digital) from this company. My account has not been updated in their digital system even after their promised resolution time frame.

Business

Response:

Dear[redacted], I’m following up on your case number[redacted] on behalf of [redacted]. I can confirm that [redacted] was removed from our email and catalog distributionlists. Please keep in mind, this is not immediate. The email removal wassubmitted today and should be allowed 48 hours for complete processing. Ourcatalogs are pre-printed, so there may be 1 or 2 that are already in ourdistribution center that cannot be stopped. With regard to the negative experience, I am truly sorry to hear about themisinformation provided in the false shipment confirmation. This issue has beenresolved and we are absolutely aware of the negative implications this issuebrought upon our customers. Please let me know if there’s anything else I may be able to assist you with. Sincerely,[redacted]Phone: [redacted]Ext:[redacted]

Review: I placed an order from [redacted] on Sunday July 6 2014 and realized that I did not order what I though I was getting. I promptly called their customer support and got a message stating they where closed and to call back during normal business hours. I then Emailed customer support informing them of the need to cancel. On Monday July 7, 2014 at 10:11 am I called back to inform them again of the need to cancel the order but they informed me that it had already been shipped out and picked up by [redacted] sometime between 4 and 5 am that morning. They informed me that I could refuse the package and get a refund when it arrived. When asked about the refund she told me I would not be refunded the $15.99 shipping and also they would keep a $6.99 return shipping fee (shipping from VA to Ohio is not $15.99 one way but $6.99 the other way....). I was very disappointed in this as they lacked any way of contacting them between the time the order was placed and when it was shipped. I would have been able to accept this, however today I got the tracking number for the order. According to [redacted] tracking number provided, [redacted] was not even informed the package existed and was ready for pick up until 4:57 PM, 12 hours later then they informed me it has left the warehouse on a [redacted] truck. It was then not picked up by [redacted] until 5:47 PM. The fact that they had 7.5 hours to honor my request to cancel from the time I talked to customer service to the time [redacted] came to pick it up, and probably more time from when they got me email from the night before, but decided to lie to me and tell me it had left on a [redacted] truck and they could not stop it and that I must therefor pay $22.98 for shipping because they didn't want to pull my order. That I find unexceptionable. Any time a business lies to a customer I find unexceptionable but mostly so if it is a lie that costs the customer money.Desired Settlement: I expect Hearthsong to cover the costs of shipping both to ways. They shipped me an item I asked them not to ship. I have documentation of the phone call requesting it be canceled, the email asking it not be shipped, and proof from [redacted] that it was shipped 12 hours after they claimed it had left. They made a mistake and they should not be charging me for this mistake. I expect a full credit returned to the card they charged after I requested they do not charge it.

Business

Response:

Dear [redacted]

Thank you for forwarding our guest’s complaint.

As the customer detailed, we will be issuing a full refund of $154.34 upon receipt of the return. This includes the merchandise amount of $129.00, shipping of $15.99, and sales tax of $9.35. We are also providing the customer with a prepaid, return shipping label.

Our customer service department here at HearthSong is only open Monday through Saturday, 7:00 a.m. to 11:00 p.m, EST. After placing an order, the item is sent to our warehouse for fulfilment at 5:30 a.m. the following business day. Regrettably, the customer placed her order on a Sunday, during our nonbusiness hours, and it processed the following morning before our department opened for the day.

Additionally, the time stamp of the first scan found on the [redacted] tracking corresponds with the time it is transferred to the first [redacted] location, not the [redacted] pick up vehicle. The package did leave our warehouse prior to 4:57 p.m. on July 7th, 2014.

I apologize for any confusion that bit of information may have caused. I apologize for any inconvenience this has caused and we will issue the customer’s credit as soon as the return is received.

Sincerely,

HearthSong Customer Service

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.

They have very poor customer service. They sent me the wrong item, and still 2 weeks later, have yet to send me the right product I ordered. When I called their customer service line, they told me it would be there in 7 days and gave no explanation as to why it is taking so long. This is an item I ordered and paid for over a month ago now, and I am losing faith that it will ever be delivered

Review: Initially I saw an advertisement that said that for spending $100 I would receive $100 credit. I called the company to see if I could purchase a gift card and still get the credit. I was told yes, they checked with a floor manager (Nov 9). When I got my gift card, I didn't get the credit. Two calls later they finally honored what I was told after they listened to the phone tape. When I received my items, two were broken and one was the wrong size (this was not their fault). I sent the over large thing back. They gave me a gift card ($70) though I spent 180 of my own dollars (not including the 100 credit in the ad). I disputed this, didn't get anywhere. I gave up since I wasn't fully aware yet how painful this transaction would end up being. I returned the first broken item because I wasn't able to fix it. Another gift card ($45), wasn't able to dispute it successfully. The last item I just wanted them to replace the broken part and they could not because it was seasonal. I tried to find a part that would work with it unsuccessfully. I shipped it back and the tracking read they received it on Feb 21. Fast forward to August 5, I call and they say they never received it. I gave them the tracking number, they issue me another gift card ($80). I feel like I cannot escape this company or recoup even the $80 I spent over the the initial $100 I had to spend to get the deal. I spent many hours over many days chasing down higher ups who could review tapes and hear that I wasn't lying, and that I was due credit, etc.Desired Settlement: They can keep this last $80 gift card. I want my actual money so I don't have to buy any more of their low quality products.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by HearthSong regarding complaint ID [redacted].

Regards,

Review: In February purchased an [redacted] chair. The hardware to assemble the chair was not in the box. Have been waiting for a over month for parts to be delivered. The last conversation I had with personel at store was on 4/19 who informed me the parts would be sent to my house via [redacted] on Tuesday 4/22. When I called today 4/25 to check I was informed that the employee was no longer with the company so I am having to start from ground zero in trying to get the parts to assemble my chair. They do not seem to care about the customer after the sale.Desired Settlement: I want confirmation from this store that the parts will be delivered immediately so I can enjoy my chair. Other then the employee who is no longer with the company the other two ladies I have spoken with could have seemed to care less. Their customer service is awlful. I will never deal with this location again.

Consumer

Response:

Just wanted to let you know Plow and Hearth has resolved the issue. They personally delivered the hardware to my house and I was able to get the chair put together. I had also received a call from their Corporate office inquiring about the issue and informing me that the issue would be resolved. Thank you for any assistance you provided in this matter.

Review: I ordered a wicker patio set from this company. They offered expedited shipping for an extra cost. They failed to notify me that the items would not be eligible for expedited shipping and have not yet arrived in the expected time period. I called the company and the customer service representative was unwilling to correct the situation. She told me that I should be happy because the item was discounted! I asked to be called by the manager and have not received a call from her. Her name is [redacted] and she is apparently in 'meetings."Desired Settlement: Apology and refund of the fraudulent "expedited" shipping charges. Simple customer service!

Business

Response:

[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]