Shaan B.

I ordered something for my mum which was never delivered. They wiped their hands of it and told me to call USPS who never called me back. FragranceX told me it wasn't their problem. Even though they chose to use an uninsured shipping option, I'm out $200...

And now I get unending emails from them which won't stop no matter how many times I unsubscribe.

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.

Ordered small items, no issues.

Large items, another story.

Missing parts, stains on fabric, late deliveries on a bed which mean extra nights paying for a hotel, the assembly team I requested never showed up, assembly required electric tools which was never disclosed. Never ordering from them again