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Thread: Cutting Table from Hayneedle Watch out

  1. #1
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    I ordered a new cutting table from Hayneedle/Roberts Mfg. on August 13th...... the drama continues 30 days later. It took weeks for my order to arrive and upon opening the box the colors on the table top where covered with black scrape marks and the one edge was badly smashed. This is the top center piece with broken edges where the fabric would be drawn across and the laminate broken off and edges extending up off surface.

    I called Hay needle and asked for a replacement top. I now had to box up a almost 70 lb box and get it ready for return. Days and days went by with no response from Hay needle's customer service.

    Finally almost 2 more weeks the new top arrived and I began to try and assemble the table. The new top arrived damaged almost worse then the lst shippment, but decided I just wanted to get it assembled and live with it. Over $400.00 I don't think I should just settle but due to the stress and lack of communication from Hay Needle decided to just roll over and put it behind me.

    The assembly was going ok untill I was missing 2 wooden table legs, and the 2 metal legs. Now I can't finish and have been waitting now 30 days.

    I called Hay Needle and explained the missing parts and oh, since your shipping the missing parts how about a new center table section? Was adjusted that nothing could be done until Roberts responded to them. Now another week has gone by with now response from Hay Needle.

    Yesterday I get no phone call, just an e-mail with an attached pickup label to send everything back. Mind you one label for 82 lbs to be put on a pallet! I disposed of all card board etc. I called and asked if this meant they were not going to send the missing parts. The answer was Roberts only ships one replacement order.

    This has been one of the most frustrating on line purchases I have ever made compounded by a total lack of customer service on the part of Hay Needle.

    Avoid this supplier if at all possible. I think I will go to Joann Fabrics and buy a table at 25% of the cost and probably undamaged and maybe even with all the pieces

    Just very frustrated at this point

  2. #2
    Google Goddess craftybear's Avatar
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    that is terrible, I hope you get it resolved soon!

  3. #3
    Power Poster amma's Avatar
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    I am so sorry to hear this :(

  4. #4
    Super Member ssgramma's Avatar
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    If you put it on a credit card then call your card company and dispute the charge!

  5. #5
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    Frustration compounded.

  6. #6
    Super Member Quilter7x's Avatar
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    Quote Originally Posted by ssgramma
    If you put it on a credit card then call your card company and dispute the charge!
    That's a great thought!

    I'm sorry you are dealing with this, not once - but twice! I have one of the tables from Jo Ann's. Although it isn't the sturdiest thing I've ever worked on, it is very convenient to tuck it away and pull it out to have a nice big surface to use. I would recommend their table to anyone (the one where the two leaves fold down on each side).

  7. #7
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    The most frustrating thing is the total lack of response, solutions or care from Hay Needle

  8. #8
    Super Member Colbaltjars62's Avatar
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    Tess I am sorry for your frustration.
    Who is it being shipped through? Fed Ex or UPS? If it is one of them, try contacting them and see if you have any recourse through them since they are the one's shipping and damaging it. It is not their Policy to "BLOW-OFF" customers that receive damaged goods. If it is not one of them contact the shipper and ask what kind of damage policy they have.
    Since the product is valued at over $400. there should have been insurance on it. Most shippers automatically add that to the shipping costs. You can also file a claim through the shipper.
    Hope this helps. When you finally get it straightened out we'd love to see it set up in your sewing room.
    Faith :lol:
    :XD:

  9. #9
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    It has been more than a month now..... the total lack of help from Hay Needle I will find cardboard and shipping supplies and send it back.

    I don't need this many problems and a company that totally does not care. This was a large purchase for me in this economy and should have been a good experience.

  10. #10
    Power Poster Prism99's Avatar
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    Quote Originally Posted by ssgramma
    If you put it on a credit card then call your card company and dispute the charge!
    You need to put the dispute in writing in order for the credit card company to be able to honor it. It's very simple to do. Just look on the back of any statement for that particular card; the instructions should be there. There is a time limit on a dispute, so you would want to do this right away.

  11. #11
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    They say they have credited my account. But that is not the biggest issue. Where has customer service gone? Does it still exist?????

  12. #12
    Junior Member BOYD56's Avatar
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    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

  13. #13
    Google Goddess craftybear's Avatar
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    I just talked to you on phone and hope you get it resolved soon, let me know

    hugs hugs

    Quote Originally Posted by tess10
    They say they have credited my account. But that is not the biggest issue. Where has customer service gone? Does it still exist?????

  14. #14
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    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

  15. #15
    Magdalena's Avatar
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    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.

  16. #16
    Community Manager PatriceJ's Avatar
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    Quote Originally Posted by tess10
    They say they have credited my account. But that is not the biggest issue. Where has customer service gone? Does it still exist?????
    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.

  17. #17
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    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.

  18. #18
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    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)?

  19. #19
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    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

  20. #20
    Super Member seamstome's Avatar
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    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.

  21. #21
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    I've learned to get names and write down dates and times when I have issues with companies.

  22. #22
    Super Member seamstome's Avatar
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    But then "Jane" who sounds nothing like a Jane doesnt work there anymore or they dont have anybody named Jane suddenly or that was in the Topeka office and you cant get connected there because you have been routed to Newark instead.

    I am ready to start recording all of my calls to customer service. If I could figure out a way to do it, I would. I am sick to death of bad customer service and half truths.

    Just went around about something today with three people and finally a supervisor. I read the sentence to them directly from their website and they told me I did not know what I was talking about that it was not available in my area. I made the supervisor pull up the website and read it to me word by word while I read it to her simultaneously. She said they are now going to change the website but it doesnt help me since I made decisions based on their mess ups. Apparently, I am out about 6,000 dollars and now cannot access the needed service.

  23. #23
    Super Member donnajean's Avatar
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    If you paid by credit card, you may be able to have them help you with getting your money back. I would get my money back & go elsewhere at this point. Over the summer, I ordered 3 different items from internet sites & received either the wrong item of broken items. I don't know how these places are staying in business. They seem to listen faster when you go through the credit card company requesting a charge reversal.

  24. #24
    Community Manager PatriceJ's Avatar
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    the member has reported back that a different customer service representative is hard at work bringing the matter to a satisfactory conclusion. she doesn't have to worry about returning the damaged goods, she will get a full refund, and management intends to investigate so they don't do this to future customers.

    case closed.

    back to the fun! :-)

  25. #25
    Power Poster ckcowl's Avatar
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    be sure and report this incident to the better business bureau. it is important to report things like this. that is how these things get fixed.

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