The statues were exactly as pictured, the price was amazing, and we love them! Shipping was very fast and they were packaged well. There was a little issue with the payment going through twice, but Hayneedle was on top of it. Without even having to contact them, they straightened it out...turns out the original payment authorization expired but it still went through twice, no fault of Hayneedle's! Great experience!
I liked the wall-hanging picture we most recently bought from Hayneedle. Finding and purchasing it was easy. Information was included in the product, too. It seemed cheaply made and should have cost less, but its quality is acceptable.
I found exactly what I was looking for on Hayneedle and it was a good product for the money. They delivered what I asked for and purchased, and my husband got it fit together easy. I missed the part where we had to put it together ourselves because home assembly is required but it's all good. I would definitely recommend them. In fact, I will go back when I'm ready to purchase more furniture.
I ordered a baker's table and white glove delivery. Forget the white glove, they just left it on the curb and the poor FedEx guy had to bring it to my apartment by himself. The unit was damaged and as I started to assemble the top, I realized the parts were too faulty to assemble. So I started the other half which also was unable to be assembled due to problems such as: the cam screws do not fit. Pre drilled holes are not drilled deep enough for the screws provided and just got stuck. The base board just fell off. The dowels do not fit into their slots making them utterly useless and very difficult to work with if the pieces just fall over. The instructions were terribly insufficient, with no instruction at all how to attach the countertop which arrived separately.
Customer service was terrible. The box itself told me to contact the manufacturer for assistance and when I did that, they refused to help me and directed me to another customer service address. After several emails they now want me to go to the store and buy shipping materials and ship the unit back to them but have not confirmed any refund above 15%.
This is a cheap piece of furniture and is overpriced even with that being said. Service = bad. Should have taken me 1 day to assemble and ended up being over a week of sorting through dozens of faulty pieces littering my apartment and playing email tag once a day with the customer service person. Please do yourself a favor, and for shop here. It will save you a migraine. They should really just shut down until they figure out how to make furniture that works and stop screwing over hard working people who don't have time to deal with this.
I am not happy with ordering from Hayneedle and I won't order from here again. I am super dissatisfied with my order. I ordered an 8in Full gel memory foam mattress and it came in about 10 days. I opened it up and let it breathe and I noticed after an hour that there was this dent that ran right in the middle of the mattress from top to bottom vertically that never rose into place. I slept on it the same night and woke up with my back hurting so I knew that something wasn't right. So I contacted Hayneedle and told them that I have received a mattress that was manufactured wrong. The lady told me to email her a few photos so I did and she told me that I could throw that mattress away because it was manufactured incorrectly. Then she emailed me telling me that they are sending me a new one.
I emailed asking her when would it be shipped and arriving and I got nothing. A few days later I called and I talked to another lady and she told me that the mattress should be arriving in 10 days and I was annoyed because they didn't even offer to send it ASAP. So I patiently waited the 10 days and I received the mattress today. IT WAS THE WRONG HEIGHT!!! They sent me a 6in mattress instead of my 8in mattress!!! Now I have to wait for my mattress again and I'm pissed off. Not dealing with this company ever again. I'll tell you that!
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I have had a the worst customer service experience with Hayneedle. First off, I received a sectional and fire pit. The fire pit was missing the instructions and hardware to put it together. After multiple days, I was directed to the manufacturer of the sectional instead of the fire pit (time wasted #1). Then I wrote back again and was told that you will not give me the manufacturer of the fire pit for me to contact directly (time waster #2). Then I had to call you multiple times and be put on hold (I would guess I spent about 4 hours on the phone with the customer service department). I finally found 1 competent customer service representative. He contacted the manufacturer who would not send hardware, so I had to do an entire replacement. I have received my replacement and tried to start the fire pit this past weekend since it has been cold enough and we just got a propane tank. The propane tank will not light with the ignitor.
We have had multiple people look at it and the instructions are not working. I am trying to see if it is defective. I contacted customer service again and got the answer that a full replacement has already taken place. Yes, I did get a replacement and it is not working. PLUS it came in scratched (which I didn't even complain about). I am BEYOND frustrated.
I ordered a bedroom set back in early July. I have been given 7 different delivery dates. As each one approached they said they were sorry but it would be the next time they gave (over and over). I was told they were finishing the nightstands and the delivery would be here soon. When the final e-mail came telling me the order was on its way, they didn't list the nightstands. They are on back order. So today (Sept 23) the furniture arrived and when the men unpacked the headboard it was badly damaged. I refused the order because I know they tell lies and would promise me a new bed soon and it would not happen.
The whole experience was horrible. I was promised "white glove" delivery which they would pay for since I had been promised so many times and nothing happened, but then I was told I needed to pay for it as it was not included when I got the email saying the furniture was on its way. They were willing to give me a 10% discount for all of the missteps, but the whole thing was a bummer experience and I would not recommend them to anyone. Liberty Furniture had a very small amount of styrofoam in the box with the headboard - who does that? It was very easily damaged. I am fed up.
Their customer service is deplorable. They never responded to my request for understanding why they sent a piece of furniture that half of the pieces were missing. They referred me to the manufacturer where when I was calling they were always closed. No customer service at all.
SO I ordered a bench from Hayneedle, and before receiving my item I called in and asked if I can return/stop shipment. Turns out that in order to return anything back to them, they will give you the refund...but subtract about $50 for "shipping". Are you kidding me? No decent retailer nowadays would come close to that. Keeping the item since I don't want to throw away $50 and half the item's worth.... but I am NEVER shopping with Hayneedle again. EVER!!!!
After I ordered a serving table and sofa table I looked at the reviews for this company. I heard so many negative things about missing parts, double charging, customer service issues, inaccurate delivery tracking...so, I was very concerned. I'm happy to say that I had none of those issues and I LOVE my purchases. Everything is high quality, just as described/pictured, got here when they said it would, and my credit card only got one charge. I wanted to make sure I left a positive review since I know that site has some very good prices but the reviews might scare people away.
This is the first review I have ever written online for anything because I wanted to express how disappointed I am with Hayneedle processes and customer service - comparable to a third world country of business processes dysfunction. Three weeks ago I placed an order on the Hayneedle website for a gym equipment and a mattress - my first attempt at ordering these two products. Three days later I receive an email from the company informing me that my order has been cancelled because of "security" issues with my credit card information.
I call customer service on that day to get more information about the order cancellation. The customer rep that I spoke to went over my address, phone number and email address to find out where the mismatch of information may have occurred. I suggested to her that I use two different email addresses and the one that corresponds with the credit card company was my gmail account which I provided to her. She stated that she will give the information to the accounting department and that I would be contacted with further details about the status of my order.
Three days later I call customer service again because I had not heard from anyone about the status of my order. The rep I talk to informs that there is no record of me ever calling to change my email address, and made a comment about the rep I spoke to three days ago may have not completely processed my request to change my email address - a human mistake of not pressing the "submit" button. At this point she suggests that she will fix my email address and send the information to accounting department. Again, I do not hear from the company for three days, so I contact them for the third time. The third rep I talk to in a span of 12 days suggests that I should just reorder both products to reduce confusion.
I am a believer of second chances, and sometimes ** happens. So, here I am two weeks later ordering the same products because of a tangled web of computer system miscommunication and consistent human errors and mistakes. A week after I reorder the products. I call the company again to check on the status of the order, as I had not received any notice in my email about any updates on shipping, handling etc. The rep informs that my order is on "HOLD" and she has to look into it to get clarification.
At this point, feeling beyond frustrated I ask to speak to a supervisor. The supervisor named Melissa, explains to me that the order is holding because of a credit card information mishap, and she states that the next day she will have accounting department manually enter my credit card information because according to their "automated security" credit card system, my information is not matching and it's holding up my order. I explained to Melissa that I have used the card MULTIPLE times for other website for at least a year. In fact a week ago, I had ordered a bed frame from Wayfair with that same card, and literally received it in my doorstep in 5 business days (with FREE shipping). I said to her perhaps the company needs to look into the glitches and re-evaluate their "security credit card" system that may be causing issues. She states, "There is nothing wrong with our computer system!!!"
First of all Melissa, you sound arrogant when you make a statement of that nature! Second of all, with one comment you basically completely dismissed my concerns and horrible experience as your first time customer who just made a $900 purchase on your website, that by the way is paying for your salary! Third of all, Customer Service 101 - acknowledge the customer's concerns and perhaps say something more productive and positive such as, "We will look into our security system to find out if perhaps we have a problem here", because according to ConsumerAffairs website reviews, my dear Melissa your company has a lot of issues that you perhaps need to look into! Best thing I did was cancel the order, and moved on to Wayfair who has their ** together!
Hello, I apologize that the wrong item was sent out. I do appreciate you bring this to our attention.
Original review: Aug. 30, 2016
I ordered a Chic Home Quincy Comforter but I received a Chic Home Euphoria Comforter which is a lot cheaper. When I placed the order, I was told it wouldn't get shipped until a month later but it came sooner than expected without any notice. The comforter had been outside in the rain for two days until I decided to take the garbage out and realized it was the comforter. Once I opened it, I realized they sent the wrong comforter. I called and talked to a customer service rep which was no help and then I spoken with a supervisor who agreed to refund me the difference in totals. To my surprised, I did receive my refund, maybe because it was only $31.00. The entire ordeal is very disappointing. My heart was set on one comforter and got another. Will not order from Hayneedle ever again.
If I could give no stars I would. I never write reviews but I am so frustrated with Hayneedle that I felt they deserve a bad review. The day before I was supposed to receive the canopy (7/26) I purchased from Hayneedle, I got an email saying it wouldn't be shipped for another month (9/1) because it was on backorder, so I called to cancel the order that day. About one week later I got an email saying my order had been shipped so I immediately emailed back saying that the order was cancelled and that I no longer wanted the item. This was a huge inconvenience because I no longer work at the address where the canopy was sent to and I cannot transport it easily. I was told that I needed to pay for the shipping back to Hayneedle, which is ridiculous, and then they said "Pay half", I said "no", and then they finally agreed to comp the shipping payment.
After much back and forth, they sent me the FedEx prepaid shipping label but in the email they said it was to return a cat litter box and that I would be reimbursed $144.95. I emailed back saying this was not what I had ordered and then they apparently got confused and didn't know that they had wrote that to me. I just want to make sure that I will be reimbursed the total cost of the canopy before it is sent back - $376.02. I am still emailing with them now, and they are trying to tell me that the subtotal of $339.99 will be reimbursed, not the full amount. WHAT?! This mistake of sending the canopy even after it was cancelled could have been dealt with much better. For one, I should not have been asked to pay for the shipping back, as this was their fault, not mine, and being passed around to four different people was very frustrating because they had no idea what was going on. Do not buy from Hayneedle or you will regret it!
I ordered $250.00 worth of bar stools. I did not open the box but realized they would not work. I was told that they cannot be returned. Amazon had the same stools and a WAY better return policy. STICK WITH AMAZON.
The items I ordered turned out to be very ** and I returned them. Now I have a problem getting my money back. I paid $100.00, I had to involve PayPal and they are still working on it. Hayneedle claimed they already refunded the money, LY!!! Now they say they did not receive the merchandise, but I have proof they did, THEY EMAILED ME THE RETURN LABEL THEMSELVES. Do yourself a favor, STAY AWAY FROM THEM. I WILL NEVER BUY FROM THEM AGAIN.
I purchased a bed frame for a twin bed. The wood beam that supports the mattress broke the first time I used it. It was jarring, to say the least. When I contacted Hayneedle with extensive pictures of the broken item, they told me I had to package the frame and send it back to get a store credit. So after going to the trouble of assembling the bed; and then experiencing it break underneath me; and taking the bed back apart; they want me to buy boxes and ship the thing back, just so I can get a store credit. The last time I ordered something from them - a hammock stand - they sent me the wrong color. I no longer have faith in this company or their products, and I'm appalled at the horrible customer service.
Every time I place an order, AFTER the fact, it suddenly shows a later expected ship date, even if I paid for faster shipping. Upon calling you get the runaround, different answers from different representatives. If you decide to cancel because you need the item sooner, then they tell you it is about to ship when it clearly says "backordered" or "delayed" or a ship date far in the future. If you call back another rep will agree to cancel order but then you will down the road get a ship notice anyway. You can't trust the ship notice because it usually says "label created" and is not actually shipped.
I called FedEx and they told me they never got the shipment, but Hayneedle said it was scanned and about to be delivered. They lie, and supervisors are no help. I wouldn't mind if this was one incident but it is EVERY time, no matter what I order. They also charge your account twice, and supposedly the second charge is just a test and will drop off which is another ridiculous thing, especially if you're already been doing business with them. I've also had seemingly nice, helpful representatives who give me their direct number and email for future follow up, who then completely ignore my requests. I do not recommend them.
I haven't received the chairs yet. They are on the way. The total was $683.28 which is a good price for 3 polywood chairs. The complication came when the next day after when I noticed that the full amount was charged and appeared as pending from the previous day as expected and another pending charge of $683.29 also showed as today. These two separate transactions and pending charged removed a total of $1366.57 from my account.
When I contacted Hayneedle and spoke to a supervisor. She explained that they take an additional security hold and that the second amount should be released in 3-4 business days. So for a few days, you will be charged double the amount of your purchase and those funds will not be available for you to use elsewhere. The supervisor was clear that they do business that way and that I should just deal with it. After dealing with it, I recommend Wayfair or any other company that I've purchased from who doesn't play games with your money.
I researched for days all the patio boxes that would accommodate our new set of chair cushions and decided on item #HMS946-1 Home Styles Montego Bay 51 in. 40 Gallon Deck Box 51.25L x 19.7W x 17.75H in. When we got it put together we realized it was NOT in fact 17.75" high. It's actually about 13"!! Do not buy this item if you need 17" high box. I am extremely disappointed and now that it is put together we have no choice but to keep it. We cannot even push the cushions down to fit in. The lid does not close so we have to put weights on it to keep it shut. Also we put the lid on with the hinges and the first time we closed it w/o anything in it ALL of the screws of all 3 hinges pulled right out of the wood. Poor quality item for the price!!
I ordered 2 items and got charged for 3 items. This amounted to $59.95 additionally. Called several times regarding this matter and was finally told a credit would be on my next credit card statement. WRONG!!! Nothing resolved!! This was my FIRST order with Hayneedle, Inc. and is my LAST!!! Avoid this seller at all costs!!!
I ordered two traps on 7/7 and email showed order in fulfillment and delivery should be 7/14/16 since I paid the extra for delivery. On 7/15/16 I called company to check on because still hadn't received and all they could tell me "it was in fulfillment status but hadn't shipped." So I asked if I could cancel the order since I need these traps as soon as possible and after lengthy hold, was told they would try to cancel it but it may still ship and if I received then I would need to contact them for return labels and return. This item has never been shown as being out of stock or anything and I feel a company should be able to tell you where your order is after a week. Going to try finding traps locally this weekend or reorder from another company.
If anyone take their time to write a comment, you must pay little attention to it. Currently I purchased a grill machine over the phone with hayneedle and as I was ordering the item, I found out some bad review on the grill machine, as I decided to cancel it right away. I told the person, "please cancel my order" which I just did. So she said it can't be canceled now, but if I call an hour later I will be able to, so I did call and cancel it within hr. 2 days I received an email saying it's shipped, so I called and explained my situation saying I called on time and cancelled it. They said some of the item once you order can't be cancel.
Another way of saying it is, I have decided to kill myself when I decided to buy anything from this site. There is no turning back. Not only that, I had to pay $12 to ship back the item which I never received or saw. So I paid $12 for the mistake I made purchasing from HAYNEEDLE. This is site is a scam from my opinion. Stay away. Be careful. I paid $12 absolutely for nothing. I told all my friends, coworkers in a mass emails, family also. I should have gone thru other people's review before I buy something from this site.
Resolution response: Oct. 26, 2016
I recently complained about the furniture I bought and Hayneedle refunded my money back in full and told me to keep the furniture because of the weight issue to deliver it back to them. Thank you for that, you made me happy again.
Jason, we are sorry to hear that the hammock and stand you purchased came in such bad shape. We've reached out to you directly to help resolve this issue, and we hope that it is satisfactory.
Thank you for your feedback, we really appreciate you bringing this to our attention.
Original review: July 3, 2016
I order a hammock with a stand, paid over $300 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 can't 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 cannot go to the post office as I am unable to lift that heavy merchandise. I feel I was doped and stuck with this hammock stand I can't 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.
We apologize that the items were defective and not working out. It seems like this issue has been addressed by Hayneedle and resolved by processing a return and refunding the customer in full.
If you have any further questions, please do not hesitate to contact us.
Original review: June 30, 2016
I would like to outline my experience based on a purchase I made in April consisting of International Caravan Lisbon Resin Wicker Patio Rocking chairs, which cost over $900.00 for 6 chairs. We placed these chairs on our stamped patio and due to inadequate padding placed on the rocker base, the finish is coming off the concrete base. I have attached pictures of the issues. When I purchased the chairs, 3 of them required that I drill holes in order to thread the bolts through. I received an $85.00 credit for my troubles based on the fact I agreed to fix the chairs instead of having Hayneedle.com pay the charges to have them picked up and replaced. I thought that I was doing the company a favor. Based on the verbatim response I received from Hayneedle.com support, I guess they thought they were doing me a favor.
This is the response I received on Wednesday: "In reviewing your order I see that you accepted a discount of $85.00 on the International Caravan Lisbon Resin Wicker Patio Rocking Chairs to keep them "As-Is". By accepting that offer you have waived your right at any future return, refund, or warranty coverage." After responding to what was said, below is the second response I received: "I understand it's frustrating when an item you purchased does not perform as you would like it to. The previous discount was inclusive al ALL flaws or defects the rocking chairs may have had or will have. You may want to consider using them in a different location or finding the materials to resolve your issue at a local hardware store. We cannot provide any further compensation at this time." Support is telling me to move the chairs to a different location to resolve the matter! Are you kidding me! Please be aware of Hayneedle's customer service.
Due to the item being defective, we have asked the customer to dispose of the item and we have issued a full refund back to the original method of payment.
Original review: June 29, 2016
Returning an item is impossible. Have had to enter a dispute with PayPal because Hayneedle's customer service email, website, and phone are not effective. The item I purchased does not work. When entering my order number, I am told it does not exist. Their customer service is just an endless loop of being placed on hold and being told they are experiencing much higher than normal volume, both on their email and on their phone lines. When I finally did get a human, I was told she could not assist me and she put me back on hold for more, endless waiting. Unacceptable. $139.99 down the drain, it would seem.
I bought a $284 mattress at Hayneedle and I'm more than happy with the mattress and with the store... first I was really skeptical about all the bad reviews but I decided to buy this mattress from Hayneedle because it was the best price at all... what can I say, the mattress came on time, the mattress was well packed, nothing wrong and the quality about this Mattress is fantastic. I got an email from Hayneedle where they asked me about my purchase and I could just say I'm very happy. Thank you Hayneedle!!!
I was a bit nervous ordering from Hayneedle seeing all the bad reviews on this site. I did look at BBB and saw that they had a relatively good rating and is one of the largest furniture retailers online so I decided to take a chance and order using my credit card vs PayPal given issues mentioned by others who have used PayPal. I made a mistake with my order and called them today. I was able to talk to a live person within 5 mins. She apparently was in the sales department so she couldn't help me directly and transferred me to customer service. She warned me that it may take some time and will likely get worse as the day goes on. I waited for 30 mins and DJ came on. He was absolutely cheerful, courteous and helpful.
He listened to the problem and quickly proposed a resolution. He went to get a supervisor to approve it. He came back after 10 mins to say that it wasn't approved. I then asked if I could speak to the supervisor. He said it may take some time but will try to get one asap. Within another 10 mins, Jenny came on to say that she understands the situation and is able to resolve the problem immediately. In less than 5 minutes, she completed the transaction adjustment and even offered an expedited delivery for free which I declined since I didn't need it. Overall am pleased with the service thus far and looking forward to the arrival of my patio set! Thank you DJ and Jenny!
Just bought a glider rocker recliner for my 8.5 month pregnant wife. It came in a box that was a mess when I spent 30 minutes to set up. We sat in chair immediately it squeaked so we immediately sent email, and in 5 minutes we received a email. It will take them 72 hours to respond, by then they sold out of the chair that we liked. So after that they sent a email saying that every time we would email they could take up to 96 hours.
After 5 emails back and forth and coming up with a solution of a really good discount I picked out a new chair and then they said they could give a discount on that chair. So after that email 2 weeks later I am send chair back and will never use them again. It is 2016 and if you have a problem with a item and they say it will take up to 96 hours to respond and not even solve the problem and every time we would email we would get a new person responding. This company sucks and I would pay way more to use Amazon or Walmart and be happy just to buy something and if broken they can solve problems.
I understand that there was difficulty getting in contact with us and there is no excuse for not handling this situation swiftly. We have asked the customer to dispose of the item due to the damages and have refunded in full.
Original review: June 23, 2016
I purchased a deck box from this company and it was damaged. There was no paperwork, no instructions included, not even a return address located on the torn box. Both the front piece and the side piece were broken plastic, the side piece is damaged badly on the corner, enough to where water can leak into the container if left outside, which is where the box was to be used. I contacted their customer service department, only to be put on hold for 39 minutes. Finally, I hear scuffling as I repeatedly said hello over 10 times into the phone. Finally, I hear a woman whispering and I repeatedly said hello with no response. Wish I would have found this website sooner.
As someone who pinches every penny, $67 is minimal compared to what others have gone through. However, I feel that customer service should be a number one priority in owning a thriving business, and after reading these reviews I would say that their customer service advocates need an overhaul. I'm disgusted by how this company treats their customers. I was willing to just keep the item and have the two pieces replaced. I now have a dispute claim through PayPal and will update my review upon resolution of this matter.
I inquired of this company that a ordered package was 2 weeks past due. I told them a FedEx track check showed package was damaged and returned. The Hayneedle rep. told me I would have to process request for claim when in fact I never received the package... lol... That should be on their end. So I tried doing the claim work but some of the questions like describe the damage to the package when I never received it. 2 calls to hayneedle were unsuccessful after a 30-min. wait. I have been unable to retrieve my order info. The response says my order number doesn't match any item... lol.
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