Hanover Direct, Inc.

Review: I returned a comforter to the Company Store over a month ago. I called 10 days ago because I had not received my refund. I was told they are running behind. I would receive my refund in two to three days. I called again today 4-8-13. I waited on hold for 20 minutes when a woman named [redacted] listened to my issue. She told me it had been refunded March 12 and can take up to 5 days to show on my account. I then explained that it is way past that time. I asked to speak to her manager and was put back to the very begining of the hold process. I waited another twenty minutes and got another representative. I went through the whole issue with her. She did the same thing- bumped me back to the beginning of the recording. I waited another twenty minutes and got [redacted] again. Back to the recording. There is something seriously wrong here.Desired Settlement: I would like my long overdue refund.

Business

Response:

Dear [redacted]:

Review: I placed an order with The Company Store 15 days ago. The product was to be delivered in 5-7 days. I paid using [redacted] and I received a follow-up email stating that the order was received. After 4 days, I still hadn't received an email stating that the package had been shipped, so I thought I should check on it. I called and the CS Rep was confused as to why the package hadn't shipped. She talked to her Supervisor, who didn't know either. So, they emailed a Manager and told me that they would get back with me in 2 days. I never received a call, so I called them to follow-up again. This CS Rep. was also confused as to why the package hadn't shipped. She asked her Supervisor, who checked into it and decided that they were doing inventory and she was guessing that it hadn't shipped for that reason- although she couldn't actually tell if it had shipped or not. She told me if it hadn't shipped already, it would ship on a certain day. The day came and passed and I called again. The CS Rep couldn't tell when it would ship. I told her that I'd like to cancel the order and she told me that she couldn't do that. I have to wait until the product arrives and then I can refuse the shipment. I don't even know if the package has been shipped or when it will be shipped! The order was placed 15 days ago!Desired Settlement: I would like my order cancelled and re-entered with free next-day shipping. How tough is that?

Business

Response:

Dear [redacted]:

Thank you for bringing [redacted]'s concerns to our attention. We appreciate the opportunity you have given us to respond and resolve this matter to [redacted]'s complete satisfaction.

Please see a copy of the email that was sent to [redacted] today. Should you, or [redacted] have any additional questions or concerns, please do not hesitate to contact me directly.

Sincerely,

Sandra M[redacted]

Review: We purchased a duvet cover from the company store, but when we received the cover it had multiple stains. When we called to get the issue resolved, the sales person ( who was very unprofessional) told us that since it was on sale we would need to purchase and be charged for a new one and then they would issue a call tag to pick up the return and refund us our money. After waiting a week for the pickup we called back to discover that the call tag had never been issued. The new sales person issued the call tag and a week later the return was finally picked up. Over a month later, we still had not been refunded our money. We called the company store and were told that they were updating computer systems and were behind so we would have the refund the next week. A few weeks later, we still had no refund so we called again and were told that the refund had just been issued the day before. Almost a week later, we still had not received our refund. We tried the [redacted] page of The Company store and found a large number of posts by other people with the same unresolved problem.Desired Settlement: Our desired outcome is that we receive our promised refund for the defective merchandise that we returned.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted]

Date: Wed, Apr 10, 2013 at 6:18 AM

Subject: Attn: [redacted]

To: [redacted]

I am writing to inform you that I have been contacted by The Company

Store and they have resolved the issue to my satisfaction. My

complaint was issued ID [redacted] Thank you for your assistance.

Review: I have contacted a Customer Service Person at least twice and have followed the link at least 10 times requesting to be removed from thier email distribution list and still I recieve their email advertisments.

Also was disappointed to find out that they were deceptive about the product we purchased from them and decided to return it. We had to pay shipping.

Business

Response:

Dear **. [redacted]:

Thank you for contacting us, regarding **. [redacted]'s concerns. Please see the email that was sent to **. [redacted] on January 20, 2014. Nothing is more important to us than resolving this issue to **. [redacted]'s complete satisfaction.

Should you have any further questions or concerns, please do not hesitate to contact me directly.

Sincerely,

Review: Unless I’m mistaken it’s unethical, maybe even fraudulent, to sell products on a website that a company does not in fact have in its inventory. This has been my experience with The Company Store not once, but twice. On both occasions, I was made to wait several weeks. In the first order, last year, I waited two months to receive a duvet cover. In March of this year I ordered a set of shams and duvet cover and once again received the shams first, then phoned about the duvet…first I was told that it was on back order and would be delayed two weeks beyond the 7-10 day standard shipping. Then, after waiting a week and wondering about it again, I was told when I called that it never actually was in your warehouse when I placed my order. This time I was told that the reason the company failed to fulfill my order was because it is updating its computer system. Last year I was told something different. As a ncustomer, I shouldn’t need to know such details. I am designing a room and ordered the product. It didn’t actually exist. What makes me really angry is that when the staff learned that there was not a product to ship to me, easily two weeks ago if not ON THE DAY I placed the order, no one actually bothered to let me know. I’ll be telling other people on social media and in person not to order from The Company Store. I have twice now designed a room around its products only to be disappointed and delayed. There is no apparent connection between the products advertises and the availability of the products themselves. There is also no apparent connection between my user name and password to an account with The Company Store and the monitoring of my order. Each time, both last year and this year, that I have logged in to check on the status of my order the company’s website stated that I had no order pending. Maddening!Desired Settlement: Store policy should legally be that if they don't have an item in inventory that THEY SHOULD NOT SELL IT TO ME.

Consumer

Response:

CID: [redacted] Date Filed: 4/17/2013 9:40 AM

Complaint Detail

Following a botched order for a duvet cover this company advertised but did not have to sell, I ordered two flat sheets from the Clearance page of their website so that I could make my own. The advertised cost of the two items from the Clearance page of the website was $39.98. I was told they'd be shipped to me overnight since I had been waiting for three weeks for the duvet cover they advertised but never actually had to send me. The customer service representative quoted me at the time of purchase, on 4/16/2013, the $39.98 that would be charged to my card. The next morning, on 4/17/2013, my account had been charged $72.93. I called and asked them to tell me why this had happened and was told by a supervisor that, unfortunately, she could not tell me why that had happened. Upon my request, she phoned my bank to remove the charge; however, she could not explain why their computer system had charged me a different amount. Nor could she detail what the $72.93 was actually for!

Desired Settlement

An internet-based company such as this has a very important role for consumers: accuracy of advertising and trusted use of a customer's charge account. The Company Store has failed on both counts: 1) they originally advertised a product they did not actually have to sell, and 2) they irresponsibly charged my credit card and could not accurately describe how the error occurred What if I had not checked my bank account? Somebody needs to either close this business down or force it to take down its website until they fix the computer ordering system to accurately report available stock and advertised prices.

Desired Settlement: Change the Store Policy

Business

Response:

Dear [redacted]: