18F Virginia, Inc.

Review: My husband ordered me 3 pairs of [redacted] on 12/09/2014. On the evening that he ordered their website was advertising a 20% discount if product ordered was over $50.00. They were also advertising free shipping over that dollar amount. There was also a price break of $2.00 per pair if 2 or more pair were purchased. The discounts were not applied. He did try to use the promo code the night the order was placed for the 20% discount but the order would not go through and hung up when he initially tried to use the code. He felt "under the gun" to get them ordered because they were for my birthday which was on the 15th and he wanted to make sure they were here. When he could not get the promo code to work he processed the order without it believing that he could call when they came in and have the situation fixed. The socks arrived yesterday and they are perfect and I am happy with them. What I am unhappy with is that I did some research prior to purchasing the socks and chose Plow & Hearth based upon the advertised discounts of 20% off, free shipping, and the discount for ordering multiples of the same item. When I saw the bill I see that none of the promised discounts had been applied to the order. I called customer service and was told that we had to use the promo codes. I explained that the free shipping and multiple discounts were supposed to have been automatic, and that when my husband tried to use the promo code for the 20% discount that their website "hung up" and would not process with the promo code. The woman on the phone said that since it had been more than 24 hours since the order was placed, that nothing could be done about it.Desired Settlement: I believe that I am due $6.00 for the multiple product purchase, $12.99 for the free shipping discount, and 10.17 for the 20% discount. The total due would be $29.16. I would also like an apology for the rude customer service that I received both through their customer service number and their [redacted] page. I made a complaint on their page after looking through it and seeing that there were many other complaints about the same types of issues that we experienced. I see that in most cases the complaint was removed but they left behind a comment to message them on [redacted] with the order number and details and that they would resolve the issue for other people. I went ahead and messaged them our order number and the account details and the complaint details. When I went back this morning, they have made it so I can no longer make a comment on their page nor can I contact them through the messenger service. The [redacted] incident happened late last night. Their customer service says that they open at 7 am ET. It is now 7:40 ET and they have made no effort to contact me regarding the refund and false advertising.

Business

Response:

[redacted] I’m following up on your case number [redacted] on behalf of [redacted]. Mrs.[redacted] was granted a refund of $10.17 when we received her complaint via [redacted]on December 17th. This was a goodwill gesture, as the order reached our $50price point which was only eligible for a 15% discount. If the $6 price breakfor purchasing more than one of the product had been applied at checkout thecustomer would have only been eligible for our 10% discount, as her merchandisetotal would have been $44.85. I’ve also issued a refund of $6.00 for the price break the customer referenced inher note. This credit should be reflected in the customer’s account within 3-5business days. Unfortunately, the customer is not due a refund of her shipping costs, as offers cannot becombined and she already was granted 20% off. I’m sorry we were unable toassist with that portion of Mrs. [redacted]’s complaint.Pleaselet me know if there’s anything else I may be able to assist you with. Sincerely,

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.]

Regards,

I was promised a refund of $47.00 by "[redacted]" on 12/31/2014 when I called in. None of the things they outlined in that letter have happened. The letter they sent to you and everything in it is a fabrication. How can they continue to get away with this?

Review: I ordered a set of vintage floral wall art dcor on 5-13-13. I received an order and payment confirmation. The next 2 days I received e-mails each day asking to take a second look at my shopping cart. I was confused by this and made a phone call and was told it was a "glitch" in their new computer system and was assured that my order had been processed. She was unable to tell me when order would be shipped as it was coming from another "vendor." This week I checked my account status and it said shipped and tracking sent. I had never received a tracking number and sent 2 unanswered e-mails and connected to live chat and no one answered my question. I made a follow up phone call this afternoon. The customer service rep checked my order status and told me that it would most likely be over 2 weeks as item is made for each order. This was not mentioned in the ad, but there was mention that it was in stock and most orders would ship in 24 hours. She then said something about item being discontinued and put me on hold for a long time. She then proceeded to tell me that I would not receive the order as they have discontinued the item as people were receiving only one item, when it was supposed to be a set of 3?! Very disappointed!! She would not mention the name of the vendor so I could try to find it elsewhere and I still need to make sure my money is refunded!!!Desired Settlement: I would like to get the ordered item, but I for sure want my money refunded. I would also like them to be more customer service oriented.

Business

Response:

June 5, 2013

Revdex.com

720 Moorefield Park Dr. Suite 300

Richmond, VA 23236

RE: Revdex.com Case # [redacted] Wind & Weather

Dear [redacted]

We have been in contact with [redacted] regarding her order

for the vintage floral wall art. We had it advertised as a set of 3

plaques. This was an error as the offer was for only 1 plaque. When

we discovered the mistake we immediately removed the product from our website

and flagged it as discontinued.

As an apology, we are having the wall art plaque sent to [redacted] at no charge. It is expected to ship from our supplier on June 10th.

Thank you and please let me know if you have any questions.

Sincerely,

Wind & Weather

Plow and Hearth, LLC

Review: There are so many issues with this company I had trouble deciding on a category.

First this is about sales tax issues. I've been dealing with Plow & Hearth which I believe is based in Madison. They are totally ignorant of local tax laws. When I've ordered from them in the past, I have to tell them the tax rules in NYC. They have no knowledge of this. Consequently they are stealing money from most consumers who don't pay attention to this item. The last comment I got from them today was "It's computerized". This of course is hogwash. I am a computer specialist and understand the need to update items which are in constant change mode.

Second this is about their return policy. I returned over $100 to them and received under $70 from them. This is now being handled by[redacted].

Third this is about product misrepresention. I went on their site, ordered a product which was noted "in stock" and days later received a voice mail at home that the product was not in stock. This is false advertising.

They are a disreputable business.Desired Settlement: They must be aware of state and local tax laws, as they change.

They must update their website to note items which are NOT in stock.

They should be more customer friendly when refunds are the issue.

Business

Response:

Good Morning,

The customer has been issued a full refund for all items returned minus $6.95 for the use of our returns label. Two refunds were issued on separate days in the amount of $96.90.

Tax rates are listed on our webpage and in our catalogues for each state in which they apply. Here is a link to our tax rates on our website [redacted]

The website updates all in stock to backordered items every hour. If an item becomes unavailable in that time frame, we notify all customers if the status of that item.

Under disclaimers and Limitation of Liability we state, “ However, we cannot guarantee that the information contained on this website will not contain errors, inaccuracies or omissions. Such errors may relate to product availability, price or product description.” [redacted]

Thanks,

Review: I ordered a sideboard with stools as per the description through their website, I only received the side board, they said the stools were unavailable but charged me the same as the advertised price of both. The stools were never available is what she said. I think this is deceptive advertising. They said they would refund my money if I returned it at my own expense, don't think that's going to happen, it's already been assembled and the box has been discarded by the recipients as it was a Christmas gift.Desired Settlement: I think they should refund some of my money, now I have to purchase additional stools. They need to take down the misleading advertisement that I fell for, it's still up.

Business

Response:

Roberta,The sideboard and stools are sold under two different item numbers. The stools are currently sold out and unavailable. The item purchased was for the sideboard only. I understand the confusion while placing this order and have contacted our web team to update the listing. I have entered a refund for 25% off for a total of $16.25. Please return the item with our prepaid label, if you would like to receive a full refund.Thank you,[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 purchased a personalized fireplace grate for my inlaws for Christmas from Plow & Hearth online. The grate size was a little off and it did not fit. When I purchased the grate from this company's webiste, I made sure to check the website thoroughly for return information. Becasue it was a personalized item, I wanted to be sure there would be no issues if I should need to return. I found nothing on the website stating that personalized items could not be returned - The product description page, the return & exchange section of their website, my receipt nor the packing slip states that personalized items cannot be returned. And, the return & exchange section states that they have a 100% satisfaction guarantee and a no-hassel return/exchange program so I thought it was a good idea to purchase such an item from this company. As I stated, the product did not fit, so I contacted customer service to start the return process and was told I could not return a personalized item. I advised the customer service rep that no where on their website or my receipt or packing slip did it state this and was told it was probably on the website some where (she didn't konw where) and to check the terms of use. I did and still found nothing. Because it was a personalized item, I fully expected maybe a restocking fee or something to that effect but to be told I could not return not even for a store credit is ridiculous when there was nothing telling me I could not return the item. I have my receipt, packing slip, the product description page, the return & exchanges section and terms of use printed and nothing states such a policy on personalized items. I would be happy to provide these docs at any time. The customer service rep and manager were very nice but could only tell me that I could not return and they were sorry. This information should be clearly stated on their website so there is no confusion. If it was, I would not have purchased it for fear that something was wrong with it (in my case it did not fit) and be stuck with a pricey item that cannot be used.Desired Settlement: Because this information was not disclosed properly, I would like to be able to return the product for a refund as I was mislead to believe that they backed up what they sold. In addition, Plow & Hearth should make this information clear on their website.

Business

Response:

Dear [redacted], I’m following up onyour case number [redacted] on behalf of [redacted]I was one of theindividuals that dealt with this issue initially. Since this has escalated, Iam willing to make an exception and grant a return of this item. Keep in mind,the refund due will only be for the merchandise amount and if our prepaid,return shipping label is used we will deduct a $6.95 fee. I will reach out to[redacted] and instruct her to proceed with the return. The credit will beprocessed within 10 business days of the order being received in our warehouse.Please let me know ifthere’s anything else I may be able to assist you with. Sincerely, [redacted]

Review: On August 13, 2013 I purchased a 6 ft. [redacted] by Plow& Hearth on [redacted] order number [redacted] for $68.76 and was received on August 19, 2013. Shortly after a couple months I noticed it would not tighten up in the middle anymore and it was causing it to lean crooked. I put it away for the winter months and put it back outside this spring. I tried to tighten it up again in the middle and it would not tighten and would just lean crooked and I also noticed one blade would no longer spin. I saw a commercial on [redacted] for the same product and wondered if there was a warranty with Plow and Hearth this knowing that with [redacted] I only had 30 days. So I contacted Plow and Hearth via email on August 12, 2014 and explained my problem that it would no longer tighten up causing it to lean and one blade would no longer spin. I received a email back from [redacted]. that they offered a one year with all products. Well I noticed I had just made the complaint within the one year warranty period. She wanted my order date and number so I provided her with all the information. On August 13, 2014 [redacted] responded back with an email to provide the specific part I was looking for. I once again wrote it would no longer tighten up in the middle so I assumed it was the bottom post and one blade would no longer spin. On August 22 I sent [redacted] an email that I have not heard back and wanted to check on the status of my warranty. On August 27, 2014 I sent [redacted] an email again requesting on the status of my warranty claim. No reply has been received since August 13, 2014Desired Settlement: I would like to have my [redacted] replaced

Business

Response:

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.

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.]

Regards,

Hi [redacted], I did receive a middle section post but it was not the bottom section that I need. I actually need the bottom section of the post that actually goes into the ground. Hope that helps. Thanks,