18F Virginia, Inc.

Review: I have purchased a $200 hanging tent called a 'HugglePod' for my 2 little girls (ages 3 and 6) for indoor use. We started to use it and within 5 months, the seam on the bottom has let go. Called the company and they replaced it. Hung the second tent and the same seam let go, rendering this tent useless also, within 3 months. The company tells me how they pride themselves on selling safe, durable, fun children's toys, yet they continue to sell this tent that is obviously poorly made and dangerous because it is a hanging tent. I was told since they replaced one they can't do anything about the second one. But they were willing to sell me another one!Desired Settlement: I feel that the company should have to stop selling this product and people like me stuck with this dangerous junk should be refunded.

Business

Response:

Customer’s original purchase was on 01/31/2014. A replacement order for the original merchandise was sent 01/07/2015. On 08/17/2015, customer called to receive a second replacement on 8/18/2015, outside of our one year return policy. I have entered a final replacement order, outside of our return policy, which will ship via UPS tomorrow. Customer should receive final replacement via UPS in 5-7 business days. HearthSong Policy: At HearthSong® our goal is to make sure you’re completely satisfied with every purchase. If, for any reason, you are not 100% satisfied with your purchase, return it within 90 daysusing one of our hassle-free return or exchange methods outlined below. If your item is defective, you have one year from the date of purchase to return it. http://www.hearthsong.com/service/returns.htm

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: Why am I not surprised that this company is related to [redacted]?!? Ordered an item on November 10, 2013 and was not informed that it was on backorder. I never rec'd any confirmation of the order, nor any other info related to this order. The order had not been fulfilled three weeks later, checked with customer service 'chat' and they could not provide any information. I cancelled the order and now have to scramble to get a package sent across the country in time.Desired Settlement: Let other know that this company does not fulfill its orders, or keep customers informed in a timely basis.

Business

Response:

I spoke with [redacted] from the company and she stated that the consumer paid through a [redacted] account and the refund was issued through that account.

Review: send me a pair of fake [redacted] shoes,

order number:[redacted]

purchase Date: 11/27/2013

payment Amount: around 131.17

payment method: credit cardDesired Settlement: they deny responsible for send me fake shoes, what they can offer is let me return and refund me , sell fake product is an seriously thing, I ask them apologize letter, fully refund and make up with me 116.21$ which quits the shoes costs. thanks !

Business

Response:

We are an authorized [redacted] dealer. We do not have fake [redacted] boots. [redacted] was told we would refund or replace but would not give her free boots. If she thinks they are not true [redacted] boots why would she not want to return them to get her money back?

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.

The moment I got the shoes, I did not see the unique code that every [redacted] shoes should have, I started to question whether this is a pair of true [redacted] shoe. The quality of the shoes were much lower and there're a lot of inconsistencies compared with the other shoes sold by [redacted] after I checked more details of the shoes. The initial solution I offered to them is providing me a new pair of [redacted] shoes for free as a compensation of their behaviors of selling fake shoes, but they turned me down and only ask me to return the shoes.

Review: I ordered 2 items via phone with a customer service rep, delivery stated both online and by cs rep that items would be delivered within 1 to 2 weeks (these items are birthday gifts, time sensitive). When I called approximately 10 days later to check on delivery status because I was unable to track myself on their website, , this cs rep did let me know that the original cs rep mispelled my name, which is why I could not locate shipping details myself on the website...she again told me "after speaking with my manager, we guarantee it will be there within the timeframe originally stated." On day 15 (one day post guaranteed arrival ), I again called cs, and this rep told me that the packaged was shipped via UPS just yesterday, and I'm not sure when it will arrive. I asked if there was a way to contact UPS to have it expedited, I was told no. I also asked what my recourse could be if the items did not arrive in time, I was told all I could do was refuse the shipment when delivery was attempted. There was no attempt by Plow and a hearth for service recovery. I will no longer be purchasing from this company. Under no circumstances should there be a verbal guarantee on delivery date if it is going to be grossly negligent. Please contact me with any questions. Thank you.Desired Settlement: Change in plow and hearth procedures in regards to delivery estimates. Customer service rep stated "it's out of our control now that UPS has the package. "

Business

Response:

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.

Business

Response:

I apologize for the error in shipping. A replacement order

has been entered and is processing. I have entered a refund for 20% off the

order that will take 2-3 business days to process.

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: starting sending emails to me. unknown how they receive my email address.Desired Settlement: I want to know how they got my email address and want to be removed. mostly I would like to know how they got my email address

Business

Response:

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]

Review: Order cancelled by company

Placed an order on 11/27 for a porch swing and never received item. Called on 12/13 to find out the order had been cancelled and they will not give me the swing. Was told it would come in in January but I would have to make a new order and pay full price. Supervisor said she would give me a $** gift card in hopes of not getting in trouble. I told her no, I wanted my item I ordered. When asked what happened, she replied they only had so many like 120 and 250 people ordered them. So they canceled everyones orders. The website I seen this deal on had many other people say they had similar experiences. I asked the supervisor why they didn't just have the item out of stock and not let 130 people think they were getting their stuff. They would not make it right and just send out the swing when they got it in. Sounds like to me they just wanted people to buy more stuff and take their money.Desired Settlement: I want a replacement when it comes in in January.

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 have tried SEVERAL times to get this business to unsubscribe me from ALL future emails/contacts - they have refused. I've never ordered from this company before, and they're harassing me at my place of employment with a ton of emails. I've tried to reach out to their customer support folks with my complaint with no success.Desired Settlement: Unsubscribe me from ALL email notifications.

Business

Response:

I was unable to locate a subscription to our email list with the information. I have forwarded the provided email address to our marketing team to insure no emails are sent.

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 quite a few products from Plow and Hearth.com on 11/30/13 to be delivered immediately to four different addresses as Chritmas presents. I received an acknowledgement of the order the same day. It was not until 12/22/13 that I realized I had not heard from any of my recipients.

My original order acknowledgement was:

>Item Item# Qty Price Gift Wrapped Extra Shipping Total Status

>[redacted], 3 bulbs

> [redacted] 1 of 4 $19.95 N/A $0.00 $19.95 Available

>Item Item# Qty Price Gift Wrapped Extra Shipping Total Status

>[redacted], 3 bulbs

> [redacted] 1 of 4 $19.95 N/A $0.00 $19.95 Available

>[redacted], 16 oz. tin

>Buy 2 or more at $19.95 each

> [redacted] 1 of 2 $12.99 N/A $0.00 $12.99 Available

tem Item# Qty Price Gift Wrapped Extra Shipping Total Status

>[redacted], 3 bulbs

> [redacted] 1 of 4 $19.95 N/A $0.00 $19.95 Available

>[redacted]

> [redacted] 1 of 3 $12.99 N/A $0.00 $12.99 Available

Item Item# Qty Price Gift Wrapped Extra Shipping Total Status

>[redacted], 3 bulbs

> [redacted] 1 of 4 $19.95 N/A $0.00 $19.95 Available

>[redacted]

> [redacted] 1 of 3 $12.99 N/A $0.00 $12.99 Available

>[redacted], 16 oz. tin

>Buy 2 or more at $19.95 each

> [redacted] 1 of 2 $12.99 N/A $0.00 $12.99 Available

When I check the P&H website and found only this:

"Order Number: [redacted]

Ship To: [redacted]

Item

Description

Quantity

Status

Shipper

Date Shipped

Tracking Number

[redacted]"

When I emailed P&H to ask what happened, I was told that part of my order had been cancelled, though they had not notified me. They promised a credit of overbilled shipping charges of $31.70 within a few days. Then, at 11:15 at night, I got a phone call, which woke up my husband (he gets up for work at 4:30AM) from someone saying she was the Customer Service manager (she did not give her name). Annoyed at receiving a phone call that late, I asked if she had thought before calling, whereupon she hung up on me.

The promised refund had not arrived in my account by 12/26, so I emailed again. I received a reply stating "As we have been busy with the holiday, we had not refunded the amount yet. I have requested the refund be looked into and charged back to you. Please allow 2 to 3 business days to have the charge credited back to you. If you do not receive the refund, please feel free to contact us again with this issue." An amount of $27.81 was credited today, 01/07/14.

Notice that they lay the burden on the customer to contact them, in all cases. They did not tell me the products I ordered were unavailable, they did not follow up on the money due to me, and they refunded the incorrect amount. I will never do business with them again.Desired Settlement: Full refund of the promised amount. And maybe a heartfelt apology, instead of "Sorry for the inconvenience".

Business

Response:

We have issued a full shipping refund and sending [redacted] a $** gift card as an apology. Her order did not process initially because we needed a physical address. We emailed her but did not follow up to get the address information. The order stayed on "Hold" until [redacted] called us to check on her order. By then many of the items were out of stock. It was our error for not following up with [redacted] at the very beginning to get the physical address. We are looking into why that was not done as it is the normal procedure. It was not a good shopping experience and was definitely our error. I have emailed her an apology and will be sending a letter also.

Service Specialist

Plow & Hearth, LLC

Placed an order in Sept 2013. Item finally shipped in Jan 2014. THEN in Sept 2014 I get a dunning notice from a collection agency for an upaid bill. When I called Wind & Weather they said that the [redacted] approval I had given in Sept 2013 had expired by the time they shipped so they had not received payment. I had never been contacted by them to tell me there was anything outstanding on my account......just the dunning notice. Terrible way to treat customers

Review: I used a promotion code for a pair of shoes that totaled 90$. I live in [redacted] where purchases under 110 for clothing are not taxed however I was charged by plow and hearth for taxes. I contacted them and they first responded that all items to ** require taxes (incorrect and true). I pointed out the 110 exemption for clothing and they then responded that actually the charge applied to shipping (not justified by the tax charged.) I responded and again pointed out the error and was finally told that a refund for the tax would be issued. However, there was no refund a week later and I contacted them again, to which I received a response that tax would have to be charged since a pre promotion price was over 110 although the actual invoice was for 90$. I again pointed out that this is illogical and that tax is applied to the actual invoice price to which the company didn't respond. Since ** does not require tax for clothing under 110, they are simply pocketing the taxes which is not legal.Desired Settlement: Refund to my credit card for the taxes at least.

Business

Response:

The ** tax of $5.17 was for the price of the boots; not the promotion. The actual price of the boots was $119.95. This is over the $110 bar. We do not "pocket" any taxes. All taxes collected go to the state. We have issued a credit to $[redacted] to [redacted] anyway and we will also be sending the $[redacted] tax to ** State. Thank you for your assistance.

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).

Review: This has been the worst customer service ever! I placed an order on line today, December 3, 2013 at 330pm. At the end, I got a message the order could not be placed, as there was no carrier to ship to my address. I called the number on the screen, [redacted] and selected the option for customer service. The operator said I need to call back after one hour, because the orders don't show up that early. I waited 2 hours, and called back. I selected the option for customer service and waited 15 minutes. I hung up, called back and selected the option for order since I may need to replace the order. The gentleman told me that there was nothing he could do, that I phoned the wrong number. I told him it was the same number, and asked if he could transfer me. He said he could not, and that he could not see if I had an order in the system because that is not what he did. I asked for a supervisor, and explained my issue. She ([redacted] at 548 pm central time) told me there was nothing she could do, but would take a message for the customer service department and have them call me when they were free. I phoned back at 640pm central time, and got right through to the customer service department. "[redacted]" laughed (yes, LAUGHED) when I told her that [redacted] took a message, and asked if I had talked to people in [redacted]. I said I didnt know, and she said in the future, I should ask. She went on to say that if they say I called [redacted], I need to hang up right away because they don't know what they are doing. She said the order was in there twice (imagine if I had not called back) and deleted one of them. I will probably not receive a return phone call and would be shocked if I do.Desired Settlement: It would be awesome if these people updated their computer on line ordering system, and actually trained their reps, teaching them how many locations the company has, and whether or not they can transfer to the other options described in the beginning of the phone call. It would also be fantastic if I could order on line and be done with it. As it was, I needed to spend 3hours and 15 minutes additionally babysitting the order. Unacceptable.

Business

Response:

As an apology for all the problems [redacted] encountered we sent her a [redacted] gift certificate on December 17. Her aggravation is totally understandable. We try to make shopping with us a pleasurable experience. This year we upgraded our website and we hired and trained more seasonal help than ever before. There are still many improvements to be made. We always appreciate our customers sharing their experience and hope [redacted] will give us another try.

Review: We purchased 4 deck chair covers from Plow and Hearth in December 2012. The packaging that came with the covers make the following claims...

PVC backed polyester fabric is UV stabilized to prevent fading - even though the chairs were on a covered deck, the fabric faded.

Sewn edges offer superior strength - the edges are ripping

Wont' break down in extreme temperatures - when you hold up the covers to the light, you can see light, which is proof that the fabric is breaking down

Given this, we called the company to invoke the 100% guarantee on the packaging, which says...

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 of full refund.

We want a full refund.

Speaking with their customer service representative today ([redacted]), she indicated that they changed that policy early in 2012. Their current policy is for us to 1) pay for the shipping to return the covers and 2) they will issue us a gift card to use for any of their products.

Given that their packaging does not say this (which was sent to us after the suggested policy change), this is not acceptable.

We will gladly provide you a scanned version of the packaging to confirm our position.Desired Settlement: Plow and Hearth will stand by their written word - provide us a full refund. We have no desire to have a discounted gift card (price minus shipping) with a company that we have historically not done much business with. And after this breakdown in trust, will never do business with in the future.

Gift cards are not 100% refund. Technically, it is an exchange.

Business

Response:

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.

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 chair covers were order in December 2010. They were used during the winter of 2011 (one season's use) on a protected, covered deck on the NW side of our house (i.e. not directly in the elements). The identified defects are described in my complaint.

The packaging that came with the product does not match the response I received from our discussion with the customer service representative or the the "canned" response that came today.

Given the performance of the covers, replacing them will likely result in the same outcome - one year and they are done. Consequently, the offer to exchange is not acceptable. These covers failed up live up to the description provided by the seller. Instead of covering the chairs on the deck, we will revert back to storing them in our garage.

As for exchanging the defective product for other merchandise, our ordering history shows that we do not buy other products from this company. We were specifically drawn to these chair covers because of they were advertised to be "different" than other alternatives. There is nothing else we need from Plow and Hearth.

The packaging that came with the product says a full refund will be provided. Not an exchange or gift certificate, minus the cost of shipping the product back to the seller.

If I am the one that compromises, Plow and Hearth effectively breaks even - let me show you the math...

I paid $120 for a product that likely costs the seller $60. If they give me $110 in "[redacted] cash" (i.e. refund) to spend for another product, they are out $55, assuming a 50% markup. They have my $120 to fully cover their cost. And I end up having a product that I don't really want or need.

If Plow and Hearth compromises, they lose the $60 they spent on the chair covers (the profit component should be ignored, since either option produces no profit for P&H).

My guess is that P&H may be able to recoup some or all of this loss from their supplier. If this is the case, why fight? Prolonging this stance will only cause P&H to spend more money with someone that has no intention of being a future customer.

P&H should recognize that I have the packaging that states that a 100% refund or exchange will be provided. Stop trying to hide behind a policy that was poorly communicated (someone failed to put a sticker on the packaging that reflects that the return policy was changed). Be like LL Bean or any other online seller that stands by their word. Accept the lessons learned.

Regards,

Review: Not honoring an online purchase confirmation

Order number [redacted] made on November 28. I called customer service on the morning of Dec 6, 2013 to determine why I had not yet received a shipping notice and was told that they had "oversold" the product at the price listed and they would not honor my order confirmation price - they would still give the product but at the price of $299 not the advertised and confirmed price of $49.Desired Settlement: To receive the products as ordered at the price promised and confirmed in my email confirmation.

Business

Response:

On November 28, as part of our pre-BlackFriday sale, we had [redacted] 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 notify them that they were not charge and their order cancelled. The majority of customers were notified by e-mail but if we did not have an email address we called.

We appreciate customers' disappointment that we're unable to complete their order. It is definitely 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

I recently placed an order with your company via online access. The website at the time of my order said I would recieve both 20% off my order plus free shipping if I met a minimum order amount of $150.00, They provided a code to identify the offer. I placed an order well in excess of the minimum and arranged for it to be shipped to multiple addresses... When the order was finalized I noticed immediately that while I had been credited for the free shipping there was an incorrect accounting of the 20% off...I called immediately and was told that I was correct this was a process error and I was due an adjustment.. however the customer service rep could not help me in the moment because there was a delay in the order being "viewable" on the system for a minimum of 1 hour so she advised me to call back later..I did so early the next day and was advised that because I had split my order into multiple deliveries, to multiple addresses, I was not eligible for the 20%,p.... despite what I had been told earlier with the same detailed explanation. I asked to be shown a supportive statement in the "details" which accomplish code or elsewhere in the process itself... and none could be produced ...no one could produce that condition...please note that one of the addresses alone has a sum exceeding 150.00 and while I could no longer prove it I'm confident I had seen a discount on one item.......I'm sorry but I feel this issue was handled very poorly...I hung up in frustration and feel this is a case of rebating behavior. I will be extremely cautious in all endeavors with is company...let me also remark that it saddens me greatly... because their product is of high quality and displays great imagination...while I understand "buyer beware" this was more of a case of extremely poor customer service and my intent is to warn others before they are I entrapped...I feel the need to give the company a chance to respond before logging a more public viewable complaint...however not for long...as that is not how I would wish to be treated...
Please also understand I am not asking for monetary remediation at this point and would find it insulting if offered ...the sum (~$40) means nothing....How I was treated means a lot.....you might also want to know that I have never logged a complaint of this nature before...

Review: I placed an order for several items from the web site on 12/03/15 but I did NOT receive a confirmation# at the end of the transaction. I started over and placed the order again, getting a confirmation # this time. On 12/05/15, I received 2 notices with 2 different order numbers, neither of which matched my original order confirm# saying my order was on its way. I called customer service and was told to refuse one of the packages, either one, since they were identical and I would get notice of the refund in a week. One was refused with the UPS driver at our door on 12/09/15. I tracked the returned package through UPS. It was received and signed for on 12/11/15. After more than a week, I called and was told it was received at the dock but nothing else had been processed. I finally got notification of my refund on12/23/15. However, they did not refund my delivery fee of $4.99. After several unanswered emails, I called on 1/12/16 and was told initially that I did not get the fee back because my refund was tagged to the order I kept and not the refused one. [redacted] would have to check with accounting and I was put on hold. She returned and said my claim was denied because they were already waiving the return fee of $6.50 and they had also paid for the item to be sent back. I explained that none of this was my doing and I should not be penalized, at which point she said it was my computer that froze and caused the trouble and not their problem.Desired Settlement: I want the $4.99 delivery fee for the duplicate, refused package credited to my account.

Business

Response:

A full refund was issued with the exception of the original shipping charge. Since the order was placed twice, we are not responsible for inbound or outbound shipping. The customer stated in there complaint they processed two orders.

Review: An unauthorized charge of $56.10 was levied against my bank account. Despite contacting twice over two weeks, the money has not been returned.

An order was placed and immediately cancelled on Tuesday, 12/02/14 due to highly misleading advertising in terms of cost. No goods were received (one parcel was refused and validated as returned to shipper weeks ago). For no apparent reason, on Saturday, 12/20/14, Plow and Hearth placed an unauthorized charge of $56.10 on my account. As customer service was closed we were unable to make contact until Tuesday, 12/23/14 at 09:00. Representative [redacted] confirmed the charge was in fact unauthorized and committed to returning my money within 72 hours. This did not occur as no instance of reimbursement was submitted to my bank. I called again on Friday, 01/02/15 at 22:34 albeit too late as all our bills were due on the first in an already very financially challenging month. Representative [redacted] updated the notes and told me I would be contacted directly by the Finance department first thing Monday (01/05/15) morning. This did not occur meaning the $56.10 stolen from my checking account has not been returned for reasons unknown. This equates to one bill not being paid at this time as my money is apparently still being held hostage. Two rep's have now made many promises all of which have been broken. It is clear this business has no problem stealing money directly from customer accounts and failing to return despite the "error" now being reviewed in great length twice.Desired Settlement: Full return of stolen funds in the amount of $56.10 and full reimbursement for any potential future damage to my credit rating in addition to reimbursement of any and all overdraft charges dependent upon how much longer I have to wait to access my money.

Business

Response:

Dear[redacted], I can confirm that the charge of $56.10 was placed on [redacted] account on December 20th as a result of part of the order shipping. The package was refused and a full credit of $56.10 was issued today. [redacted] should see the credit posted in her account within 2-3 business days. Please let me know if there’s anything else I may be able to assist you with. Sincerely, [redacted]

Review: Order item in February, on line, paid in advance with [redacted], called customer service, treated rudely, was told I will get it when it arrives, no time frame. Item took over 2 months to receive.

Received notice from Collection agency, in September, stating did not pay for item. Contacted customer service, was told due to length of time for order, [redacted], refused charges.

Although they had my email/phone number/mailing address no contact was made or attempted by the company to contact me regarding this matter before turning me over to a collection agency.

I had to pay for this item immediately with a credit card, not sure if and when it will be taken care of.

Management just said "sorry for you inconvenience"Desired Settlement: Letter of apology from management

Letter from collection agency stating no action will be taken against my credit rating and that problem is resolve.

They should give some sort of monetary reimbursement or pay a fine and lose their better business rating.

This is unacceptable behavior from management and a company of this size.

Business

Response:

[redacted]

Recently, you received a notice from our credit services agency attempting to reconcile overdue accounts. Some of our customers, who had previously paid their balance due or who had returned merchandise, were errantly contacted by the aforementioned agency, and we have identified you as one those customers. Please be assured that our activities did not impact your credit score or rating. We regret our error and any inconvenience or frustration we may have caused you. As an demonstration of the value we place on the relationship we have established with you, please accept a 15 % discount to be mailed to you along with a letter of apology.

We are here to serve you; kindly let us know if there is any way that we may be of further assistance

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.

[Provide details of why you are not satisfied with this resolution.]

To date, even though you at the Revdex.com, received a letter, I have received no written letters or correspondence from this company.

In your letter he states that it was an error to be rebilled, but the company representatives state that due to the length of the time for the order, [redacted] never paid the original bill.

I repaid this bill in September, so if he is correct in his letter, than I was charged twice.

And why would I want or accept a 15% coupon to this company, who I would never do business with again, or recommend.

I feel that they should lose there Better Business accreditation, and remove any listing of it on their website or catalogs.

They apparently are still not customer friendly, nor due they have any customer service to speak of.

It is hard to accept an offer that was never sent or received.

Regards,

I just placed my first order with Hearthsong, and their customer service was horrible.
When trying to place my order, there was a problem with their website. The item that I wanted was on sale that day, but when I added it to my cart and went through check-out it would revert to the full price. It was evening here on the west coast, and their phone and chat lines were closed at the time. So I took a screen shot of the site showing the sale price and called them early the next morning. The customer service representative who answered my call was extremely rude and condescending. First she claimed that "that happens sometimes" with their website and gave a technical explanation, and she tried to leave it at that. I said I didn't understand, and then she told me that I should have called at the time of the problem (I had explained that I did, and that their recording said that they were closed and to call back during business hours). She told me that they answer the phone 24 hours a day (untrue, their hours are even posted on their website). She tried to tell me other things that I had done wrong, and she was condescending and even sarcastic. I make frequent online purchases and occasionally need to contact businesses with issues placing orders, etc. Never have I been spoken to in such a rude manner by a customer service representative. I asked to speak to her supervisor and she tried to talk me out of it, but I insisted. She put me on hold for a bit, then came back on the line and agreed to honor the sale price "but just this once."
She never apologized for the problem, and she maintained her condescending attitude. When I told her I was disappointed in the level of customer service, she said, well, do you want to place the order or not? I did place the order, but only because it is going to be a special gift for my child and the item is exclusive to Hearthsong. I was simply trying to buy something and at the price they were offering. There was no question that the item had been on sale that day before. Why would they argue with me at all? Why treat their customers this way? I do not want to do business with them ever again.

"Wind and Weather's customer service is awful. Looking at other reviews from years ago, one would think Wind and Weather would change their behavior. I was promised a $75 future coupon / voucher if I purchased $75 worth of merchandise. I followed the "small print" to the "T". Although I received my purchase within a couple of days, the timer on the glass Christmas [redacted] was defective.

I could have lived with the timer issue...but I Never received the coupon for future purchase...After completing one survey and sending 5-emails I never heard back. Called customer service and a snarky agent told me, "The notes state you were notified that the $75 future voucher would be sent within 7-10 days...so someone did notify you." I kindly explained that nobody had and I reminded her of my several e-mails, completed survey and phone call, and asked her to please explain then, why nobody had the courtesy to contact me? Her reply, "I don't work in the e-mail department, so I don't know"...and she thought her catty reply was funny. I didn't think it was funny and told her that nobody had contacted me and I did not care for their customer service.

So guess what? It has now been over a month and I never received the promised $75 future voucher. What did I do? I returned the original purchase (which I needed to make in order to get the future voucher) and I contacted my credit card company to dispute. Chargeback? You bet! I will never shop at Wind and Weather again.

-No return phone call or e-mail (6 attempts)

-Did not fulfill their promise of future voucher

-I could have lived with the defective timer, but because of their arrogance and poor customer service? I vote with my wallet and will never spend a dime - not only, but will let everyone know about the shady "professional" behavior or Wind and Weather.

Lastly, I sent the product back 2-weeks ago and because they did not credit me, had to contact my credit card company for a chargeback!