Hayneedle, Inc.

I order a hammock with a stand, paid over $[redacted] for it, the package came with missing hardware to put it together and came with the wrong parts. I contacted Hayneedle, and was told they cant ship out the parts and I have 2 options, 1. take 15% off or 2. return it for full refund. The package weighs over a 100 lbs. I can not go to the post office as I am unable to lift that heavy merchandise. If feel I was doped and stuck with this hammock stand I cant put together even if I went and bought the correct screws etc. I still have the wrong parts. Unbelievable, how a big company like this do not carry extra parts??? very inconvenient. buyer beware if you buy bulky furniture etc.

I ordered a [redacted] Dune Racer through [redacted] via HAYNEEDLE for my Granddaughters for Christmas. The big $[redacted] surprise. Received email it would be delivered between 12/19/16 and 12/21/16. Not Delivered. Upon calling HAYNEEDLE, they stated it was on backorder. I explained never receiving notification of a backordered item. The customer service mgr., stated that they and their "system" did not update their information from [redacted] availability, and responsibly to notify, in a timely manner. They are unwilling to correct or compensate, or expedite overnight shipping, for a now ruined Christmas. Only to state " I will receive it when it is available or I can cancel my order". [redacted] had this item in stock at the time I ordered. HAYNEEDLE did not place nor update my order status/availability until it was so sadly too late.

While looking forward to our new patio furniture, the communication with this company was nearly impossible. They promised delivery during a certain time period, yet tracking on their website was never updated. Worse yet, they did not respond to emails and customer service had me waiting for more than 75 minutes.mpromises on delivery not kept and extremely poor customer service means I need to leave a negative review and of course I will not bother ordering from them again. We're extremely disappointed.

I purchased a tv stand and decided to change my mind on the same day I ordered it. Went to cancel it and found out I have to pay to send the item back even though I never opened the box. I had cancelled another order and they turned around and delivered it anyway. I do not recommend purchasing anything unless you know you really want it. You Will pay a buck a pound to send it back I have done a lot of online shopping and this is the most crooked place I have ever dealt with hope this saves someone heartache and money.

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BUYER BEWARE - HAYNEEDLE IS A RIP OFF:
[redacted] I received two sets of [redacted] Woven Back Dining Chair with Seat Cushion 12 chairs in all. Pretty upholstered chairs for outdoor use. After just two months, I noticed a white powdery substance on a few of the chairs and thought it was something environmental so just dusted them off. Shortly after they all began showing the same signs. I discovered the cushions were defective and contacted the company. [redacted] from customer service told me they were not under warranty and try cleaning them. The inside is disintegrating and it was not a matter of maintenance! After multiple requests and sending photos of the problem, HAYNEEDLE did nothing to correct the problem - DEFECTIVE PRODUCTS and I am left with a set of 12 useless chairs in less than one season! THEY DO NOT WARRANTY THE ABSOLUTE [redacted] THEY SELL!!

Recent encounter with Hayneedle.com's Customer Experience Specialists exceeded my expectation, and I was greatly satisfied with their high level of customer support and company's problem solving capability.

I ordered a Fiberglass Planter which was advertised as a set of 2 planters for $[redacted] with $[redacted] shipping cost to [redacted] (specially quoted by Hayneedle upon my request). I received the item on time, but there was only 1 planter found in the box. I contacted the Customer Service Specialist via Email and asked if the 2nd one was going to deliver separately. My original inquiry was answered in 24hours and they reviewed the order immediately. Within 2 days, they found out that the item was listed incorrectly on their site - it supposed to be 1 planter for $[redacted], but not a set of 2.
With their sincere applogy, they offered me to either 1) keep the planter and receive a partial refund or 2) return the planter for the full refund. Since I needed 2 matching planters, I requested for the full refund for the return. Within 12 hours after I emailed my decision, Hayneedle specialist refunded the full purchase price plus the shipping cost. In addition to the prompt refund, they offered me to keep the planter instead of shipping it back to them - what a pleasant surprise!

It could have been a very unpleasant and inconvenient experience for me if their customer support was inadequate. Instead, Hayneedle took the right path to; promptly investigate, descrive the mistake they discovered, offer the options to correct the issue, and solved the issue in favor of the customer. The whole experience with their specialists was very pleasant, and I am highly satisfied with their customer care.

My husband and I purchased an off-set patio umbrella at Hayneedle in the late Spring. These umbrellas hang over your patio set, like an awning. The item cost $[redacted] The umbrella swayed every time we had a windy day (Long Island winds, not the arctic) and finally broke from the shoddy construction and workmanship. Today, I called Hayneedle customer service to see if they would consider giving us a credit of any sort to use towards the purchase of a new umbrella at Hayneedle. After placing me on hold for several minutes in order to speak to a supervisor, the representative informed me that they would give me 10% off my next purchase ONLY IF I call in my order with the them. I told her that I could get the same or better by simply doing a search for coupons on the internet and that I would never purchase from Hayneedle again because of their inability to stand by their products. (Cheap construction) DON"T BUY FROM HAYNEEDLE! There are too too many great options out there to be stuck with a company that doesn't value it's customers.

What. A. Disaster. Thanks, Hayneedle, for absolutely wrecking Christmas. I ordered a Lifetime Double Shot Arcade system from you this past weekend as a Christmas gift. The advertisements online mentioned the item would arrive by 12/23. The order confirmation online said the estimated Delivery Date was 12/23. The email confirmation said the estimated Delivery Date was 12/23. Given I hadn't heard anything, I proactively called Hayneedle to find out the shipping tracking information. The Customer Service Rep (who was very nice) informed me that the item is now out-of-stock and is expected to ship....in January. I have 3 significant issues with this: #1. Go buy a better Supply Chain management system....if your estimated shipping dates are literally weeks different than what you are communicating to your customers, perhaps your inventory controls are not best practice. #2. Fix your advertising....it verges on false advertising (and it certainly created false hope) when you advertise and communicate that an item would be delivered by a certain date and it's not. Moreover, Hayneedle didn't call me or write to tell me what's up....instead, I called and I found out on my own. #3. Christmas is toast. I guess I will explain to the kids that Santa had a Supply Chain and Communication problem with the elves at Hayneedle and we expect the hoop system to arrive whenever they get around to making it happen. Side Note: I called the Lifetime Company directly and they have over 200 in stock. May be worth having our Buyer give them a ring so you can actually deliver on your promises. All that said and on a positive note, I will say that [redacted] (Customer Service) was pleasant...and understood my frustration. She talked to her Supervisor about what kind of restitution I would get for this utter disaster. I was offered free shipping. The value you ask? $[redacted]. Yes....that's right. To satisfy this total inconvenience I have been offered the equivalent of a cup of coffee from [redacted]. Perhaps Hayneedle should keep the $[redacted] so you can start to invest in an accurate ordering and Supply Chain system or improve your customer communication policies and practices. For now, I'll wait this out until January when I expect a donkey to step up to the front door pulling a Lifetime Double Shot Arcade system having just walked from an empty warehouse somewhere near Omaha.

I'm so pleased with the service I received. We ordered a new bed for our son last minute for his birthday. It was important to me we received it before his party on the 18th of this month. It was ordered on the 5th and shipped on the 6th. It was scheduled to arrive on the 16th and it was delivered on Wednesday the 8th! Thank you so much for your extremely fast service and for taking my worries away of his gift not being here on time!

I recently purchased a solar patio umbrella which was a great value and arrived promptly. When the color I received was not as expected, I contacted customer service to inquire about an exchange. I spoke with a representative named "[redacted]," who was very friendly and courteous. Rather than going through the hassle of returning the umbrella, "[redacted]" said he would write it off as damaged goods and suggested I donate the umbrella to charity. The replacement also arrived promptly, and there were absolutely no billing issues. Overall, I would rate my Hayneedle.com experience "EXCELLENT"!!!