tess10

They say they have credited my account. But that is not the biggest issue. Where has customer service gone? Does it still exist?????

BOYD56

do a written dispute to your credit card company & file a claim with the shipper (take pictures) you may come out ahead $ wise Thanks for the warning about that company grrr I have Joann's flip table & love it

craftybear

I just talked to you on phone and hope you get it resolved soon, let me know

hugs hugs

tess10

thanks for your call craftybear. I am going to box this up best I can and get it out of my life...... thanks for your help

Magdalena

I'm so sorry you have to go through this ordeal. Write to the Better Business Bureau. Hopefully they can help you get this resolved.

patricej

i'm very confused now, so have some questions if you don't mind.

you still have the table that's damaged and missing parts, yes?

did they credit your account for the total amount you paid?

are they asking you to return the table at your own expense, or are you free to dispose of it however you find most convenient?

i see a few different issues in this case:

1. both shipments arrived damaged. question: did they leave the vendor's warehouse already damaged, or did the shipping complany ruin them? you wouldn't want to file any complaints against the seller if the shipper did the damage (or vice versa).

2. very slow response from the seller's customer service department. valid basis for a written complaint, first to the vendor, and perhaps to the Better Business Bureau.

3. have they refunded all your money? if you are required to return the damaged table(s) to them, are they paying the cost of shipping them back? this is also important. (1) did the seller mak it right (financially) but drive you crazy in the process?; or (2) is the seller driving your crazy and also not making it right financially?

organize your thoughts and write down all the facts and events in their proper order and context. this will help you identify which company owes you money, an apology, or both. if you decide to file complaint(s) with local or state consumer agencies it will be extremely important that you provide accurate facts.

as frustrating as the ordeal has been, you will absolutely need to set aside the emotions so you can deal with it effectively and get the result you deserve. easier said than done, i'm sure, but necessary.

*****

we'd all be madder than the proverbial wet hen in your shoes. but, as your friends, we'll help you sort it out by not piling on with our own empathetic and sympathetic anger. we'll all try to help you with constructive questions and suggestions if you still need them.

please keep us posted and let us know how it turns out.

tess10

I did call them again today and spoke to a different customer service rep. This one could not understand way shipping return labels had been sent and why the parts were not just being ordered. She looked on the notes and said the manufacturer had requested my phone number from them for direct contact to resolve. I was never advised by Hay needle of any of this either by e-mail or phone (they have had my cell phone number for over a month)

I advised her that I had no boxes, shipping material etc in which to return the entire order.

She spoke to a supervisor who said to use, donated, or do with the various pieces and parts as I pleased and do not have to figure out how to box and ship.

She said they would issue full credit for my purchase and offered to start over again with a re-order. I have elected not to re-order as I fell their customer service is the worse I have ever encountered.

I asked that this information be sent to me in an e-mail for my records incase I should be billed in the future. I have received the e-mail.

Glad I do not owe any money for this mess.

Hayneedle says this will be forwarded on to a supervisor for review and that is not the way they normally handle damage claims and unhappy customers.

Glad that this is resolved now.

Thanks for listening to my unhappiness.

bearisgray

Sorry that the cutting table did not work out.

I'm glad that you will not be out any money.

Maybe write a thank you note to the person that seemed to finally have worked a way out of the mess (when the money is back/credited to your account)?

tess10

It is amazing to me that they were so unwilling prior to this to try and make a happy customer. As I told the person today if anyone would have communicated with me a made an effort this could have all been resolved. She was a quilter and agreed that $400.00+ is alot of money for a cutting table and could understand my frustration

seamstome

I had a huge problem like this with Office Max. It went on for months and months. Like you said, it is the lack of customer service that is the most frustrating part. You never talk to the same person twice and there is no follow through.