Hayneedle

So bummed to have received this desk chair that had a mark on the seat that clearly someone had attempted to clean before shipping to my client. Because my client put this box in her garage and went on vacation when she returned and discovered the stain it was 6 days past the 30-day return.

Hayneedle didn't have a replacement so she is stuck with either a dirty chair or a credit. Because Hayneedle cannot supply a replacement this is where I feel they should show that customer service they boast about and refund my client since she clearly has to go put new money out for a desk chair. Nobody would want to do this. What a waste.

Customer service rep Cassandra was so sweet and probably should give her supervisor a refresher course in how to treat customers and be a little flexible when you can't come through with the product. We didn't order a dirty chair and although I fully recognize and respect that you must have return policies I also know that when you can't deliver what was purchased you shouldn't stick it to the customer. As a designer, I will no longer be feeding Hayneedle any of my client orders, something I did on every project. Between my client and me we both tried to speak to the manager 3 times and he wouldn't even speak to us. Bad move, that's partly what you are there for Mr. Supervisor.

So, word of mouth happens now. Letting all my designer colleagues, and clients know- we are a pretty large group. In an age where there are so many options, and with Hayneedle being one of the smaller ones, it was a dumb move and one I can only imagine the founders, Mark, Doug, and Julie would probably want to be handled differently. All this over a cheap $300 chair.

I placed an order for a bed on 11/20/15 and received a conformation and a ship date. Hayneedle also place a pending hold on my account for $664. On 12/01/15, I received an email advising me the bed was not available because it was discontinued by the manufacturer (although it was listed as available on there website) and that they cancelled the order and did not charge my debit care. However, they allowed the pending charge to process and I was charged. When I spoke with the Corporate Escalation Manager she said it could not have processed since her system (order system, not accounting system) showed the order as cancelled. On my request she sent a Merchants Release to my bank( but not in time for the bank to stop payment) but did not stop the transaction on the Hayneedle side and so the payment was processed. The Corp Escalation Manager said she tried to call accounting to verify but at 3:30 PM Central Time they did not answer and she suggested they often go home early! In summary, after I had been assured the order and payment was stopped, Hayneedle charged me for an item they did not have and could not obtain and informed me that it was impossible that I was charged and they had no way to refund an order cancelled by them. When I insisted, I obtained a commitment that she would check with accounting in the morning. No apology for taking my money under false pretenses, causing me to miss other CyberMonday sales or making me spend a day trying to resolve the issue. My bank is processing a merchant dispute that will take 6 days to process. My recommendation is to avoid ordering from this company even if their prices seem better than other online sites. It is not worth the aggravation. There are other online retailers who actually stock what they advertise, charge your account when the item ships, and are responsive to consumers.

As an attorney, I am constantly advising clients to research companies prior to entering business transactions. Once again, I failed to heed my own advice.
On December 3,2016, I ordered a desk and hutch from Hayneedle. Their webpage indicated a 12/20/16 delivery date which would allow for Christmas delays and get here for the gift.
On 12/20/16, I called and was informed there were delays and it would be there on 12/27/16.
On 12/27/16, I called and the customer service representative put me on hold for 20 minutes while she tracked the items down with the shipper.
Apologies were provided and I was informed she had talked to the agent who again promised delivery on 12/29/16.
On 12/30/16, I called Hayneedle and was told I should contact Lodesto, their shipper. Imagine my surprise when I was told that the hutch was in state but that they could not find the desk. It seems that on 12/27/16, the date I was told that Hayneedle had spoken with the agent, they put out a tracer on the desk check in North Carolina. I am in Michigan.
When I called Hayneedle back, they again put me on hold for another 20 minutes to call and confirm what I had just told them.
Their solution was to do nothing. They could not explain where the desk was. They could not advise when it might arrive. In fact, they claimed they had to call the manufacturer to see if it was even shipped two weeks earlier.
It is unfortunate when these issues develop. What is most disconcerting is the attitude taken by customer service. No solutions. No suggestions. When I advised I wished to cancel the entire order, Tara could not wait to quickly respond that a refund would take 7-10 days at least. This would have been comical if not so disturbing. Perhaps if Hayneedle had been as quick to warn the public that there might be 7-10 days delay in shipping or billing, one would accept their deficiencies.
What adds insult to the injury is the fact that I cannot get off of Hayneedle's marketing email list now.
That said, if you plan on making an expensive purchase and don't mind being given excuses, or even worse having your emails ignored, by all means use Hayneedle.
Too bad I didn't take my own advice.
Happy New Year!
Deskless in Michigan

I wish I would have read this before my purchase from Hayneedle. I purchased a desk/loft/bed combo in mid-November. I was contacted about a week later via e-mail that they were canceling my order because they could not fulfill it. I called and confirmed this and purchased this item elsewhere. About another week later I received an e-mail that my order was shipped and my credit card was charged $1,200. I called them and they stated they were sorry and they would stop the shipment and credit back my card. Another week later I received a call from the freight company stating they wanted me to call back to arrange delivery. I called HayNeedle again and again they said they were sorry and I did not need to call the freight company they would credit back my card and take care of this. Still with no credit back on my card I disputed the item on my credit card in December. Hayneedle responded and stated that I never returned the item and it was delivered to my home which was not true. I then provided documentation to my credit card company of the circumstances. I contacted HayNeedle again and they stated the Warehouse received the item back from the freight company but forgot to enter it into the computer. She said she fixed it and now in January I should receive a credit back to my card. There is still no credit back to my card and I was told I need to drop the case with the credit card company before they will give me a credit back. I will not do that. I am still in dispute over this item and it is late January!

Update: This was finally resolved in mid-March by default because HayNeedle never disputed the second notice from my credit card company. My credit card company provided all them all the documentation I gave them and they choose to never respond therefore allowing me to win my case. All this was very time consuming! I would never use them again!

I'll start off with the packing and quality of their items. I received a dining table with the box dented, and unsurprising damage to the table itself. It wasn't just a chip off the paint, it was a chops off the wood!

I contact customer service regarding the damage. I was reassured I would receive a FULL refund, since the fault was on Hayneedle's end. Moreover, the chairs I had ordered to accompany the damaged table would no longer be needed, so the representative reassured me the chairs would be canceled and my card would not be charged.

Disappointingly, my card was indeed charged for the chairs and it was shipped after all. It gets WORSE.

They receive my return of the table, however, did not issue a FULL refund as promised. They claim to have withheld my reward points accumulated. But I also returned the chairs which I used the reward points on, hence forfeiting my reward points. Yet a full refund remains to be unissued. Moreover, the representatives who reassured me of a "Full Refund" failed to disclose any information that any amount would be deducted from my "full refund." I'm not going to hold my breath for a full refund on the chairs which they also reassured a full refund for, but you bet I will be taking these matters to my credit card company.

Not only does Hayneedle fall short on delivering quality in products, but they also lack customer service. Surely in the mishap of "miscommunication" they could offer a remedy, but failed to even make the effort. As a long time customer, I will no longer be purchasing anything else from them in the future. Perhaps my absence will not impact their profit logistics, but I hope that my review will make a difference to those who are considering on doing business with them. Heed my warning and save yourself the frustration, stress, and utter disappointment in this deceptive company.

I purchased online from them and was notified of a 18-23 Dec delivery. This was important as it was a Christmas present for my wife. I checked the delivery status online some days later after the order on 14 December only to find out (they had not told me) that the items was out of stock and was backordered. They indicated an estimated delivery date of 23-31 Dec. Based on this I completed an online form and cancelled my order.
The following morning I was emailed and told that I couldn't cancel (despite being out of stock) as the manufacturer had shipped the item (despite being unshipped and out of stock and marked as back order). I insisted on a cancellation and they reluctantly agreed.
What they actually did was have their manufacturer create a fraudulent shipping code to try to force me to take the product (that was out of stock) - Obviously I refused and demanded a cancellation, they agreed.
Two weeks later I see that on my credit card statement that they took my money the day after they agreed to the cancellation. That is at best a grave mistake, probably fraud and at worst theft. I have spent an hour with a customer service rep giving me attitude and rudeness and still no refund and attitude and rudeness from customer service and now I find that there are bank charges as I used a foreign card that I would not have incurred had they correctly cancelled my transaction due to their negligence.
Still I am getting arrogance, attitude and no refund and no fees refund despite a breach of contract, fraud and theft.
I will not rest until this company is exposed for the fraud that it is - is business that tough that you have to steal now?

I have now tried to place an order with them THREE times. On each occasion, they charged my credit card and then one day later sent me an email saying that my order had been cancelled because of some nonsense about how it was for my safety because "they could not verify my billing/shipping address". I then had to wait up to 7 days for the money they had charged to be returned to my card!
After this first time that this occurred, I called my bank and confirmed with them that the shipping/billing addresses I was entering matched their records and that the transaction was going through fine on their end. I assumed there must just be some random thing happening with that card and tried to replace the order with a different card. The same issue happened--and again my bank had no idea why! I called customer service, and they explained to me that they have some computer system that automatically verifies billing/shipping addresses and that they would send the order to accounting to be reviewed by an actual human. The representative assured me that I would NOT be charged a third time for the order by sending it to accounting. Of course, the next day my card WAS charged again, followed by yet another "your order has been cancelled" email. Customer service was wildly unhelpful, refusing to take accountability for their error in charging my card for a third time expressly against my wishes. They simply said "the money will be returned to your card in about 4 business days". LOL ok, but that doesn't really help me because now I am out $1500 for the next week with nothing to show for it! Customer service also refused to provide a reason for why the orders were failing, giving fishy and illogical anecdotes and saying it was "for my own privacy" that they could not give any information out about why an order was cancelled ever. When I asked to speak to someone from the accounting department, they refused saying "the accounting department does not accept phone calls."

This company is quite obviously a scam. They are taking customers' credit card info, checking to make sure that info is accurate by charging an order to the card, and then immediately cancelling the order and refusing to provide information why. Who knows what they will do with my credit card information now? I suspect sell it. I now get to replace both credit cards that I used with this company. STAY AWAY!

Not sure if there is enough space for me to REALLY say how I feel about Hayneedle! So I ordered an almost $1200 dining set from Hayneedle at the end of November 2015, and I'm still waiting for it! Fedex delivered the first order and OMG my furniture was literally hanging out of the boxes, there was HARDLY any packing material in the boxes and I'm sure they used dollar store tape to secure the boxes. So Fedex was to pick up the boxes & return them to Hayneedle the next day... 4 days later not only 1 driver come to retrieve the boxes but another driver came the next night@ 9:30 only to find the boxes were already picked up... Oh, this is not even the hilarious part! Before I left the boxes outside for Fedex, I used some electrical tape to kinda keep the boxes from opening up in my driveway... Well, I just received a portion of the 5 box shipment last week (the base of the table) and I will lay every dime that I have in the bank that this is the SAME box I just had Fedex pick up... how do I know... THE ELECTRICAL TAPE WAS A DEAD GIVEAWAY! So, after a few days I decided to open the box and take a gander at what was going to be the base of my beautiful new dining set and...(drum roll please)... It was split down one side! People, I can't even tell you how many calls I have in to Hayneedle who has inconvenienced me to no end... and who also told me I would have my table by 12/17... it is now 12/22... 3 days before XMAS and I have no table and not feeling too confident that I will have a non-broken table to set up for visiting family... So there it is... Merry Christmas to me from Hayneedle! ******DO NOT ORDER FROM HAYNEEDLE******

I ordered a glider on Amazon. It was quoted at $370 and went into my cart at $370. Moments later, AS I checked out, it shot up to $506! I caught too late as I had 4 other items totaling over $800 but immediately contacted the seller and asked them if this was some mistake. I also contacted Amazon. Amazon suggested that I get in contact with the seller. Plumstruck asked me to contact Amazon because they "hadnt received the order yet." Amazon confirmed this was False and told me to call the seller again. Plumstruck asked me to contact them again on Monday so the purchase could be credited to the original amount. I told them I'd rather not cancel and reorder and they said they would help me on monday. By the way, I found the same chair from 350-380 on all competitor sites. Come Monday, they completely went back on their original story and said they "could not and would not honor the price because they don't price match." I wasn't asking them to "price match" but rather just brought up the other sites to further prove that $506 was out of left field. What I was them to do was honor the price that they suckered me In to buy at before switching it up moments later upon check out. So shady. I had to ask them to cancel the order. They did nothing to remedy (I mean nothing). Neither did Amazon, sadly. Very disappointed in their lack of customer service at Amazon. I spent almost $900 on Amazon on that transaction and also applied for and received an Amazon Visa card, and instead of honoring the price, they suggested I cancel and order from wayfair, which is exactly what I did. I got the chair for $380 delivered. Shame on plumstruck and not cool, Amazon.

I placed an online order with this company since they were one of only a few that would ship to Honolulu. I canceled this order due to issues with their email system, customer service staff who couldn't process my order, the unavailability of one of the items I ordered, and the doubling of cost of one item when I received (finally) a confirmation of my order.

On my initial order, I received notice that my order was pending acceptance of the shipping charges which I did by return email. They claim they didn't receive my email messages. (Since my order cancelation however, I received no less than 5 email including acknowledgements that my emails are not being received. Odd.) I checked online status and found the order was canceled although it was still prior to the acceptance deadline. I called prior to the acceptance deadline at which time they said the order would be processed. I called again since no response to my email, and was now advised me that the dining set I ordered was no longer available. However, I asked them to process the rest of the order. Since the reorder wasn't confirmed by email, I called again. Went through the entire process again which ended up with the same result. No confirmation, no order placed. Finally talked to another customer service person and again found that no order was placed. This time I did receive an order confirmation right away, but the price on one of the items was doubled.

Since then there's been a flood of damage control email. To top things off, the second person I talked to finally called (voicemail) advising me that one item was not available and asked if I would confirm processing the order. No way.

DO NOT ORDER FROM HAYNEEDLE!
I ordered a bathroom space saver in mid May which was estimated to be delivered within two weeks. They send me an email stating my order had been shipped and provided a FedEx shipping number. Several weeks went by before I checked the shipping number to see where the order was. When clicking on the shipping number I was prompted to a message stating FedEx will look up the shipping number and get back to me. After a few more weeks of not hearing anything back I called FedEx who explained that this shipping number was to an item that was never brought to FedEx and to call the retailer. According to Hayneedle, the product that I ordered had been discontinued since my order was processed and I was not going to receive this product. THEY WERE NEVER GOING TO ALERT ME OF THIS! When expressing my frustration the manager apologized, stated that they mistakenly did not send me an email notification, and offered me 10% off my next purchase. I explained to her that I had been waiting for this product for over two months and since they were negligent in never informing me that I would require some type of credit if I were to even consider this company again. She declined and only offered me the 10% discount after accepting an order, providing a shipping date and routing number, canceling the product, and never informing me. In addition, the manager seemed as though she could not get me off the phone fast enough despite my politeness. I worked in customer service and would NEVER let a customer leave without doing everything within reason to try to remedy the situation. It didn't seem as though she could have cared less...