I ordered 2 counter chairs from them about 2 months back and they botched my order the first time. Their website said item delivered but I never received the item. When I called them they asked me to place the order again and I did. And it has been 2 months since I placed an order and they have not delivered yet. It has been almost 3 weeks now since it was first scheduled to be delivered, but everytime as it gets closer to scheduled delivery date, they move it further away. They have a very poor supply chain management system and they do not own the inventory brighter for they have any leverage amount their suppliers. They say that the item is back ordered and that's why it is taking time. But they already knew that when they rescheduled my delivery the first time. They randomly give me and estimate and one day prior to the expected delivery, they again postpone it. They have done it thrice. And when I call them they say that it is Upto the supplier and they have no info. It appears that they are more of a software platform that just connects us to suppliers. And the unfortunate thing is, they do not take the responsibility if something goes wrong. They just put it on supplier and you can't deal with the supplier because there is a middle man here. Rest of the retailers also follow a similar business model but they have clarity into the process and have the leverage which helps consumers. They have a much more efficient supply chain management process. This company on the other hand just blames it on the supplier. But I have paid them they need to take responsibility since I trusted them and paid. I guess it is a hit or a miss. If things go fine then I guess it is not problem. But if something goes wrong, then they do not take the responsibility and you have to deal with them. I emailed them twice with no response. Called them to get them to look into this. They don't have a sense of responsibility neither are they apologetic for the inconvenience that is caused to customers. This is probably my first and last time ordering from them. They should really work on serving customers better. Amazon and wayfair are a lot better when it comes to solving customer issues. I believe these companies are small and aren't as skilled on how to run a sustainable business. I would request for price match with other retailers if something is cheaper here. Most of them offer a price match. It is a lot less hassle dealing with such irresponsible companies if things go wrong
- Jyothi

We purchased an "In Stock" sofa and loveseat set from Hayneedle on 4-20-18 for an extremely low advertised price. Estimated delivery the first 2 weeks of May. On 4-27-18 we were notified that the items were now "OUT OF STOCK" and our order had been cancelled. I called Hayneedle and was informed by their customer service representative that:
The advertised bargain price was accurate
The couch and loveseat were still available separately, but not as
The good value set as advertised
Hayneedles supplier and not Hayneedle is the one who sets the
Advertised price
The supplier sold out of the items before they received my order
Because it was such a good deal
Hayneedle had no control whatsoever over their suppliers as to how
They price or fulfill any orders submitted to the supplier
Hayneedle had no fulfillment centers of their own and worked solely
From suppliers inventories
Hayneedle was a Furniture BROKER and basically only processed
Orders for their suppliers.
Later I was told by a purported Hayneedle CSR Supervisor that the above representations are not correct and that the reason for order cancellation was because:
The couch and loveseat set was mispriced by Hayneedle and that Hayneedle cancelled the order under the order cancellation terms in their User Agreement.
It appears that honor and integrity is not one of Hayneedles virtues and reaching the $500,000,000.00 goal in revenue is their primary and only objective and have little to no interest in customer retention.
Misrepresenting why an order was cancelled in the first place and then falling back on the right to cancel for ANY REASON under the terms of their user agreement seems pretty desperate for a company who is reportedly owned by an international retailer (Walmart) with a reported $496,000,000,000.00 (Billion) in annual revenue.
I suggest potential Hayneedle purchasers thoroughly research Hayneedle's internet reviews before subjecting themselves to the Hayneedle experience.

Buyer Beware

I placed an order with HayNeedle within the first few days of June, 2017 and the item I ordered was to be shipped directly from the manufacturer. After repeated notifications from HayNeedle about shipping delays and no specific info from HayNeedle other than vague statements like, "shipping issues we are working on," I called the manufacturer directly on July 13,2017.

The manufacturer tells me they have received an order in my name from HayNeedle and they do have the item in stock. However, they tell me the reason they have not shipped is because they are having "issues with HayNeedle." The manufacturer rep said they "are trying to work it out" with HayNeedle but in the meantime they "had to do something drastic" and until the issue is resolved, the manufacturer will "refuse to ship for them." The manufacturer rep apologized and said he was "unable to say more to a customer."

If you read between the lines, it sounds like there may be money problems between HayNeedle and the manufacturer. This is pure speculation on my part but I have to wonder if HayNeedle has not paid the manufacturer for items they have previously shipped on behalf of HayNeedle and the manufacturer isn't willing to ship anything else to HayNeedle customers until HayNeedle pays up.

Meanwhile, the customer is stuck in the middle. Take note of the number of complaints on this site that mention shipping delays and orders cancelled by HayNeedle! How many of them or other HayNeedle customers had/have pending orders that have been affected and delayed indefinitely due to manufacturers who refuse to ship the products HayNeedle sells on their website because of "issues" with HayNeedle?

I don't fault the manufacturer at all but I am really angry that HayNeedle advertised an item at a really good price no other retailer can match but then when the order is placed, it can't be fulfilled... not because the item is no longer available but because the manufacturer won't ship for HayNeedle.

And here's the frosting on the cake: If you "tweet" on Twitter about HayNeedle's "badcustomerservice and a manufacturer who refuses to ship for HayNeedle due to a dispute issue with them, HayNeedle retaliates by cancelling your order!

Here's their response: "there are always 2 sides to an issue, I am so sorry but your order has been cancelled.""

I ordered a set of 4 bar stools in June. Just after the first two arrived I went online to look what was going on with the second two and was told they were on backorder, expected to arrive by early August. I immediately emailed Hayneedle to clarify that I needed a set of 4 and whilst I didn't mind waiting for the next two, if for some reason the second two were cancelled, I would be expecting to return the first two (which were already built and being used, 1) because they didn't tell me the backorder was happening until after that had happened and 2) because I had no other furniture). They assured me that I would receive the second two by August 15th AT THE LATEST (their words).

The credit card I had used for the order expired in August and a new card was issued. Come the second week of August, Hayneedle tried to get hold of me because my card wasn't working. After making 4 attempts (the first two numbers I was given took me to "you've won a cruise" circles of hell) and being shuffled around to three different departments and spending nearly 4 HOURS on the phone, I was finally able to give someone updated credit card details and was assured that everything was good to go and that my order would be shipped.

Two weeks later they haven't arrived, so I check the order. Turns out Hayneedle cancelled the order. I was given NO notification of the cancellation and when I contacted customer service was told that "there had been difficulty getting payment" which is a contradiction of what I was told two weeks earlier that "everything was good to go". There was no apology for the confusion, no admittance that they should have informed me that the order was cancelled, absolutely nothing. Thankfully I checked early enough that they still had some stock left for me to place a new order and complete my set, goodness knows what would have happened if they'd been out and I'd needed to return the first two.

NEVER EVER EVER shopping with them again. One of the WORST online shopping experiences I have ever had, including a rude and useless customer service department.

[UPDATE] So AFTER posting this review I got a call from customer service who apologised and rectified the situation. It shouldn't have got to that point, but they did make an effort to fix their mistake, just way too late in the whole debacle.

I will never, ever place another order with this company and will advise anyone else not to as well. I found this site while searching for a glider chair as a Christmas present for a friend so ordered it and received a confirmation of the order. I will tell you that I used the phone number that I have had for over 20 years and though my mailing address did change 6 months ago, I used the address/credit card that I have used for the last six months on Amazon, Ebay, Wayfair, and numerous other online retailers with absolutely no problem. Soon after I receive the confirmation I receive another notice that the order was cancelled - no explanation as to why, just to call customer service. So when I call customer service they tell me that I have placed the order using an incorrect or non-existent phone number and address. Excuse me? I'm calling you on that non-existent phone number - check your caller id. And you can call the bank if you need to in order to verify the address I am using for everything. They say they will send over the request to accounting and someone will definitely get back to me. I hear nothing. Two days later I call again the second time to find out what is going on and am told that they are looking into it, but that I will definitely hear back. I hear nothing. So a couple days later I call a third time and they put in the request. Mind you, each time I call in they ask me if I want to place the order again, but I say "no" because if they can't straighten out the issue on the first order the repeat order will just cancel as well. Today is the 23rd and I have no word from the company and no Christmas present for my friend, so I call the 4th and final time. The rep on the phone puts me on hold to check and comes back and says that the decision is that they will not process my order and they were supposed to get back to me and tell me this and he is sorry they didn't. So I ask him why they decided not to process the order and he says he can't tell me because I'm trying to commit fraud. Total incompetence and lack of any customer service at all. Even at this point if they could find a way to process my order, I would not take it. I will not give 1 cent of my money to this completely company who treats their customers so irresponsibly and I will rate this company as low as possible on any and every site I can find. Horrible!

1/4/2016 Update: So I have received a response from a Hayneedle customer service rep and am updating my review today based upon that. After all the non-response from this company and then when they did respond them telling me I am using incorrect credit cards/addresses/phone numbers, which by the way I always use for all my shopping; and telling me I am trying to commit fraud, they tell me today that the reason they cancelled my order is because I am asking them to ship to a UPS store or PO box, and they don't ship to UPS stores or PO boxes. Why did they not tell me this before or say that on the website. IT is ridiculous but they wasted days and days of my time and effort and refused to provide an explanation previously. I'm the owner of a pack and ship store and order things all the time for the business and have them sent there, just as any business would and just as I was having this item sent there for use by my business partner. Since when will a reputable company not ship to a business when the address of the business is verifiable and the same address as on the credit cards and phone number records? No wonder there are so many negative reviews and the likes for Hayneedle are only around 25%. It is very obvious that it isn't just me who is experiencing this horrible customer service. I repeat, go somewhere else for your on-line orders. There is nothing that this company offers that you can't get somewhere else for less headache.

THEY NEED TO ACT LIKE THEY TRULY CARE... DO NOT ORDER FROM THEM.

Great customer service and I rarely say this.

This has been my #1 worst online shopping experience. I wish I could give them 0 stars, but I'm hoping by sharing my experience it will help others steer clear of this company. I purchased a new home last year and proceeded to shop for furniture. I purchased 2 chairs from Hayneedle. Everything was fine. Pricing was good and I earned what they call haybucks, which is basically a coupon code for x dollars off your next purchase. My second purchase was for a coffee table and 2 end tables. The total was around $1,200 and I used the haybucks for $50 off. The 3 pieces came all with different issues. One table had a hole drilled incorrectly, so I couldn't attach the leg. One table had paint chipped off on the front. One table had a huge dent in the wood, where the wood was crushed.

I contacted Hayneedle and they told me the tables were supposed to look distressed, so I took photos and sent them to show that dents and paint chips have nothing to do with the distressed look. They agreed and authorized the return. I asked for parts so I wouldn't have to disassemble the furniture and I could just send back the pieces that were defective. They said this was not an option. So my husband painstakingly repacked the furniture and they had FedEx pick it up. They were supposed to send me replacements for the tables. Two weeks later, I called for an update. They said the items were on back order. I opted for a refund. They said it would take 30 days. Strange, but whatever. Thirty days later, I noticed there was a refund for 2 of the tables back to my card, but I had not been credited for the 3rd table.

I called Hayneedle. They confirmed that all 3 tables were checked into their warehouse. They told me they would process the refund in another 30 days for the 3rd table. I said fine. 30 days later, they had not refunded me and I called back and this is when they started avoiding me. I kept getting sent in a circle, to various people's voice mails. At one point, I requested to speak to a manager and was transferred to someone who was not a manager. I didn't want to keep repeating my story, so I politely asked him to let me speak to someone who has authority to expedite my refund - and he started yelling on the phone, "I can make things happen! I am in the position to make things happen, okay?!" so I told him - and he said he is going to process a check request and it will take 30 days. I said no way.

It was 4 months since my order. What's with this fake 30-day promise anyway? He transferred me to a manager. She finally divulged that they were having accounting issue with the haybucks discount I had used. They had no way of reconciling that. I would love to look at this company's general ledger! Anyway, she said she couldn't credit my credit card. She had to send me a check... and it would take 30 days. I asked why 30 days, and she was very defensive saying if she processes it now, it will take 30 days to get to me. I asked, "Why? I'm in CA and you're in Omaha! You're not on the moon." She was dumbfounded and had no explanation. She then said she can do it in 6 days. So I said, "Thanks. I'll call you again in 6 days."

Ten days later, I got a credit refunded to my card. This was 4 months after I returned the defective items. I'm sure this company will be a pleasant shopping experience, unless you have an issue with your order, unless you need to return something, unless you have a reason to require customer service. They fail miserably in customer service and resolving problems. And I really can't chance having to deal with that again.

This has been my #1 WORST online shopping experience. I wish I could give them 0 stars, but I'm hoping by sharing my experience it will help others steer clear of this company.

I purchased a new home last year and proceeded to shop for furniture. I purchased 2 chairs from Hayneedle. Everything was fine, pricing was good and I earned what they call haybucks which is basically a coupon code for X dollars off your next purchase. My second purchase was for a coffee table and 2 end tables. The total was around $1200 and I used the haybucks for $50 off. The 3 pieces came all with different issues. One table had a hole drilled incorrectly so I couldn't attach the leg. One table had paint chipped off on the front. One table had a huge dent in the wood, where the wood was crushed. I contacted Hayneedle and they told me the tables were supposed to look distressed, so I took photos and sent them to show that dents and paint chips have nothing to do with the distressed look. They agreed and authorized the return. I asked for parts so I wouldn't have to disasseble the furniture, and just send back the pieces that were defective. They said this was not an option. So my husband painstakingly repacked the furniture and they had FedEx pick it up. They were supposed to send me replacements for the tables. 2 weeks later I called for an update, they said the items were on back order. I opted for a refund. They said it would take 30 days. Strange, but whatever. 30 days later, I noticed there was a refund for 2 of the tables back to my card, but I had not been credited for the 3rd table. I called Hayneedle. They confirmed that all 3 tables were checked into their warehouse. They told me they would process the refund in another 30 days for the 3rd table. I said fine. 30 days later they had not refunded me and I called back and this is when they started avoiding me. I kept getting sent in a circle, to various peoples voicemails. At one point, I requested to speak to a manager, and was transfered to someone who was not a manager. I didn't want to keep repeating my story so I politely asked him to let me speak to someone who has authority to expedite my refund and he starting yelling on the phone "I CAN MAKE THINGS HAPPEN! I AM IN THE POSITION TO MAKE THINGS HAPPEN OKAY!?" So I told him and he said he is going to process a check request and it will take 30 days. I said no way. It was 4 months since my order. What's with this fake 30-day promise anyway. He transferred me to a manager. She finally divulged that they were having accounting issue with the Haybucks discount I had used. They had no way of reconciling that. I would love to look at this company's general ledger! Anyway, she said she couldn't credit my credit card, she had to send me a check... and it would take 30 days. I asked why 30 days, and she was very defensive saying if she processes it now, it will take 30 days to get to me. I asked "WHY? I'm in CA and you're in Omaha! You're not on the moon." She was dumbfounded and had no explanation. She then said she can do it in 6 days. So I said thanks, I'll call you again in 6 days. 10 days later I got a credit refunded to my card. This was 4 months after I returned the defective items.
I'm sure this company will be a pleasant shopping experience, unless you have an issue with your order, unless you need to return something, unless you have a reason to require customer service. They fail miserably in customer service and resolving problems. And I really can't chance having to deal with that again.

Worst company EVER! EVER! I purchased a $1,900+ Shufflboard for my employees to enjoy at work. It was supposed to ship within just a few days but after nearly three weeks of delays, they finally placed it in "backorder" status. So I cancelled the order with them over the phone. They assured me it was cancelled. I then located nearly the same exact Shuffleboard on Walmart.com that same day and ordered it. Three days later, I get a phone call from Pilot Air Freight saying that they had an order from Hayneedle to deliver. I refused it and called Hayneedle asking what the hell was going on. They told me that the order had not been cancelled and had instead shipped. I informed them that I already had purchased another one based on their assurance that my order was cancelled. They then told me what I should do is just ship it back once it was delivered... huh? I then told them it was their damn problem and that I wasn't even letting it in the door. Fast forward one week... I get another phone call from another freight company saying they had a shuffleboad from Hayneedle to deliver. Huh? I said, I already told Pilot Freight that I was refusing it. This company was not Pilot Freight, but said they had never heard of this before. So I verified the order was originating from Hayneedle. Yes. I then asked them if, by chance, it was actually coming from Walmart? Anywhere on you paperwork does it mention Walmart? No. I said, "Are you sure?" And the freight company assured me it was from Hayneedle. So I refused it. Ten minutes later I look up my Walmart order in my email. It reads: Walmart and fullfilled by a company called Plumstruck." After a Google search, guess who owns Plumstruck. Freaking Hayneedle. What a freaking mess. Hayneedle. Plumstruck. And f Walmart too, while we're at it. Worst company on Planet Earth. And I've yet to receive a refund yet for the two shuffleboards and that was more than two weeks ago now. Scumbags.