Hay House Inc

I'm not sure why this was reported, our records indicate a refund was processed on February 25, 2017, when customer reported their dissatisfaction. Here's the reference for the refund below. We do ask that you allow 3 to 5 business days for the credit to appear back to the credit card. [redacted]...

[redacted]Executive Director Customer CareHay House, Inc.760-918-1129Feb 25, 2017 3:58:50 PM|Processed Ogone PaymentCustomer Notification Not Applicable Refunded amount of $99.00 online. Transaction ID: "[redacted]".

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I reached out to Hay House 3 times with no response, and I had to contact the Revdex.com on 2/24, for Hay House to send a refund on 2/25 . I appreciate the Revdex.com for stepping in and helping me with this issue. I am sorry it took this action for Hay House to feel there was need for a response. I hope there is a learning process in this and that Hay House will work on customer service communication in the future. I accept the refund from Hay House.  Regards,
[redacted]

Review: This problem was addressed in a previous complaint about HayHouse not returning my call on Xmas gifts I had ordered through their website.

The company responded to my complaint, sending me to "donation" letters that they had "donated" materials to me months before. These materials I had not requested from them, I requested directly to [redacted], since I had bought every book, CD and DVD that he had made previousely and was using these materials facilitating groups at a prison. Anyways, was that supposed to mean that because they donated materials that I had not asked them for, that they were exempt from giving me resspect as a customer, they did not have to explain why Xmas presents ordered on their website did not come in time for Xmas, and they did not have to answer my numerous phone calls and emails?

Anyways, I agreed to Ms. [redacted]'s reponse and I closed out the complaint, with the Revdex.com. As of yesterday, January 28, I had not received a refund, and I called Hayhouse to speak to [redacted] - I got an answering machine, I left a message that I had not received a refund for the package, I asked her to please call me at home or on cell phone, there was no response, but today I checked my account and a refund is coming through for the cost of the materials I ordered, $63.66, this was not what she said in her response that I agreed to, the shipping in the amount of $15.85 was NOT included, but was said in the response letter. I was put out at my expense to return the package with a return receipt, so that I could prove that they received their package back.Desired Settlement: Refund as previously stated: $15.85, this was stated by [redacted] that she would refung $79.51 which included the $15.85 postage for return with return receipt.

Business

Response:

Hi [redacted],

I did receive your voicemail around the same time this email was sent and therefore thought it answered your questions. The email below was sent on 1/28/14 from the Hay House accounting department. I've attached the original email and transaction report sent.

Director of Customer Care

Hay House, Inc.

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Hello [redacted],

We received your refund request for your order with Hay

House. Attached you will find the refund confirmation to your credit card

in the amount of $63.66, which is the total cost of your original order.

Unfortunately, due to credit card laws and regulations, we are unable to refund

a credit card for an amount which exceeds the original purchase price.

The refund in the amount of $15.85 to reimburse your return shipping costs will

have to be in the form of a check. It can be possible for a check refund

to take up to 60 days. However, we are trying to put a rush on this

request for you. We just need you to confirm your billing address where

you would like the check to be mailed. Please feel free to contact me if

you have any questions or concerns. We sincerely apologize for any

inconveniences this may have caused.

Thank you,

Accounts Receivable

Hay House Inc

P: ###-###-####

F: ###-###-####

Review: On Dec. 16, I ordered Xmas gifts. The gifts were not delivered before Xmas, on Dec. 26 and thereafter, I made numerous phone calls to the company, left messages on the answering machines, (they said they would not be back until after the holidays) I sent emails on the (contact us) sight on their website, stating that I would like to get a refund , I didn't receive my gifts in time for Xmas or to give out as a new year's present. On January 2, I got through to a male representative, who said he would research and call me, or email me and let me know something. No return phone call or email. On Thursday January 9, I got throught to a male representative and he said it looked like that package was mailed out on Monday January 6. I told him that I should have received it by now since I also lived in California, he was silent, so I said if I didn't receive the package by Friday January 10, I wanted a refund.

On Monday January 13, I received a noticed through my email that a package was being sent from Hayhouse to my address. When I got home from work Thursday January 16, there was a package for me from Hayhouse on the outside of the package was listed the contents, (my complete order) with a DVD (that I didn't order- since I already owned it) and marked DONATION. I mailed that package back to Hayhouse, certified mail and return receipt, which costed me $15.85.Desired Settlement: I would like a refund of my first charge of $63.66 plus the return postage of $15.85. I ordered off the sight for Christmas gifts that I did not even get to give out, so I told everyone that I would give them a New Year's eve present, and that passed, and I looked like a liar. The refund to my credit card would be $79.51.

Business

Response:

Hi [redacted],

I'm so sorry your packages didn't arrive in time for the holidays. I do see the items were returned and noted "no explanation for return on the package" therefore a replacement was sent. Currently we're moving our website and servers therefore our Customer Care is overwhelmed with inquiries and are working as hard as they can to respond to all customer. The donation note is on your account from items I send to you in July 2013 for SATF Corcoran State Prison attached you'll find a copy of that email and the items sent for this request.

I'll have a credit issued for the $79.51 back to the credit card used to purchase these items.

Thank you for your patience and understanding during this transition.

Take care,

Director of Customer Care

Hay House, Inc.

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Consumer

Response:

I have reviewed the response 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.

Regards,

Review: I placed an order online on 12/19/2013 #W2162734. I fully paid for the book order at the same time. On the order is clearly stated: "Please allow 2-3 business days for processing, up to 14 days for regular domestic ground service." I still had not received my order or a notification of an order status as of Jan. 03, 2014. therefore, I attempted to call customer service, a frustrating experience in itself. After waiting on hold, as well as an attempt to chat with a rep online, I reached a customer service rep. He told me, even before looking up the status on my order, that nothing has been shipped since Dec. 17 and that he has two pallets of orders on the dock that UPS has not picked up. I asked him if my order has, at least, been packed for shipping. He proceeds to search for my order and tells me it was packed for shipping on Dec. 23, but it is still the holidays and they are on a skeleton staff with only three people handling 100's of calls and orders. First of all, it is not "still the holidays." Second, Hay House needs to operate like a valid publishing house where there are customer service reps to handle orders and calls in a timely manner. Third, if there are shipping delays, paying customers need to be notified of the delay and other shipping options available. I would have placed my order for the books elsewhere or would have considered expedited shipping options.Desired Settlement: I would like information on the status on my order and I would like to receive my order.

Business

Response:

Dear [redacted],

I apologize for the delay in your order due to the holidays, I will have this order expedited today for arrival tomorrow.

Thank you for your understanding!

Director of Customer Care and Inside Sales

Hay House, Inc.

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Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I am pleased to report Hays House Publishing did follow through in a most impressive manner: The order was expedited to me via Fed EX, along with a sincere, hand written card of apology and thoughtful additions, so refreshing for an online order.

Regards,