Hayneedle

I have requested consideration on two different instances. I ordered a $500 cabinet (top was not even finished) and a day later received 12% off. Asked if it could be applied to my purchase which had not even shipped yet. Was told no...(have had other companies tell me absolutely they would apply the sale price). Made a second purchase totaling nearly $800... used the 12% off which was only applied to two smaller purchases (got like $20 off). Found a credit for $30 that could be applied to our credit card... again, 2 days later and before shipment American Express had to call Hayneedle to see if the credit could be applied and they of course said no. American Express apologized profusely. Complained to Hayneedle yet a second time and got a coined response that basically said... sorry... policy, nothing we can do! I am terrified of the quality of the product if their customer service is this bad.

After writing this review Hayneedle contacted me and asked me for my order numbers. I provided them with emails and replies and the order numbers and they never replied back! Their response (or lack thereof) confirm earlier complaints!

I was thrilled to find a great looking indoor / outdoor rug at a good price & even more thrilled that it arrived (as promised) before July 4th. Unfortunately I immediately noticed my blue rug was black so before unrolling it, I look and find it's not just the wrong color, it's a completely different (& ugly) rug. I call customer service and start the loop of "experiencing unusually high call high call volumes" and that my call is "very important". 59 minutes and 18 seconds later a human answers. I tell her the situation and am told the company (not them apparently) may have changed the item number, guessing that meant it's on me that I ordered an item with a picture but that item is not that...? She tells me they won't be able to contact anyone with the actual company. After everything I am lucky enough to get a label emailed to me so I can haul this thing to the shipping company and send the wrong rug back and, just 7 - 10 days after they receive it they can refund my money or try again to send the right rug (as there is still no concession that the picture they show is related to the item number on the site). Lucky me!

I had written a bad review regarding my experience with the purchase of a coffee table from Hayneedle. Within 30 minutes of posting on sitejabber, I received an email from the Corporate Escalations Liaison (KariA) from Hayneedle who has pledged to get this resolved ASAP. Not only was this resolved in a timely and professional manner, they went out of their way to compensate me of the trouble I had to go thru (I didn't ask for it), At the end, they have won my future business because of the World Class Customer Service they provided to get my issue resolved!

I ordered a from the website telescopes.com by mistake (I actually wanted to go to telescope.com). In fact it was a Hayneedle shop, but they had it in stock, and even said I'd get it by a certain date if I ordered it NOW. So I did and paid for FedEx 2 day delivery. I received an e-mail with the order status. I checked it a little later and the status said Shipped. I waited a couple of days and checked the status again and it still said Shipped. But I wondered where was the tracking number?
I called them to ask about the status of the order but they said they couldn't determine this and asked the telescope people to get back to me. They did and I found out that the telescope wasn't even in stock and had been backordered. I would probably get it 2 weeks later. I canceled the order and will not shop at Hayneedle any more.

HAYNEEDLE IS A DISASTER! DO NOT BUY FROM THEM UNDER ANY CIRCUMSTANCES!
My wife bought an OVERPRICED $200 wooden box from them that came unfinished and unassembled. It was made out of the cheapest flimsiest wood you can find and when I was assembling it with their horrible directions the crap wood split when I tightened the screw. I complained to them and first they said they'd send a new box but then sent only a piece, which was the WRONG PIECE. Then they harassed me to send the broken piece back or they would charge me for the replacement piece. Horrible quality merchandise and terrible customer service.

I recently ordered a dining table from Hayneedle. It was to be delivered yesterday. However what I found left on my porch was not a dining table, but it was a TV STAND. Two completely different products. All of my order confirmations showed a picture of the table and read "Farmhouse Dining Table." I call customer service and they say, "You're right, you did order a table and not a TV stand." Yeah, obviously, hence the phone call. The only option I was given was to give them my credit card information since I had paid with Paypal and they would put a "hold charge" for the TV stand until they were able to have fedex come pick it up and the hold charge would drop only after it was delivered back to their facility. Then said if I still wanted my table I'd have to wait another week to have it delivered. When I asked if they could expedite it or put a rush on it they simply said, "No." Why would I be willing to give a company my credit card information when they already broke the trust by sending me an entirely different product? And why would I be willing to wait another week before receiving the product I originally was supposed to receive? Only to receive another completely random item? I will make sure to let my friends and family know to NEVER order from this company and I will leave this review on every platform possible.

I ordered a desk with attached bookshelf from Hayneedle on 1/17/15 online. Four days later I received an email saying that the order had been cancelled. I called their customer service line and the rep said there had been a problem with my husband's credit card. I expected that might have happened because his card had been compromised right after the order and his bank had shut that account down and issued a new card. So I reordered the same desk right there on the phone on 1/21/15 using my own credit card. Immediately I received an emailed confirmation with a new order number. The email said Hayneedle would email me a tracking number when the order shipped. I never received a tracking number. The 1/21 email said the expected delivery date was 1/30/15. It is now 2/1/15 and a Sunday so their office is closed. I logged into my Hayneedle customer account to check the order status. Lo and behold, Hayneedle also cancelled the second order I had placed. They never emailed me about this cancellation. Their website does not give a specific reason for the cancellation. I checked my credit card account and thankfully they did not charge my credit card. Please do not order anything from this vendor. It is the worst online order experience I have ever had. Now I am wondering in addition whether it was from Hayneedle that my husband's credit card was compromised.

I ordered just a simple fire table and what I got was not even close in the design. I told them I wanted an exchange and they said "here's your return label and we can issue you a refund" they wanted me to buy a new box (because I cut my box open with a box knife and they don't have a box I can return in) and send it back because they "don't do exchanges"
So now I'm stuck with a product I didn't even order but paid for because I'm not spending money on a box so I can send this back and it's too heavy for me to take to a shipping store anyways. I asked for a partial refund and I'll just keep the incorrect item and they said "we sent you a return label and your refund can be processed 4-7 days after we receive the return" so I don't know if they even read my email. I asked them to call me to talk to customer service and they said they just email. DON'T DO BUSINESS WITH THIS COMPANY! Glad I didn't buy more!

I called Hayneedle within 8 minutes of placing my order. I wanted to change the delivery address. I was told there was nothing they could do it was already processed. I never had an issue like this before with any company on or off line. I spoke to three or four people each one was inconsistent from the other. What they did do it so they said was to send an email to the manufacturer where distribution is asking to cancel shipping. I asked to be copied that email. It didn't happen. Ok, so less than twelve hours of placing my order I received an email stating the order has SHIPPED! Not acceptable. I followed up with a phone call asked for a supervisor and was on hold for fourteen minutes. This supervisor was condescending, belittling and just unprofessional overall. He said all the could do was attempt to contact the manufacturer. They would offer to pay half of a reshipping fee. This was after I asked to be compensated for my troubles. He had the nerve to ask what troubles and that the conditions and term were listed on their site. Have any you gone straight to the terms once entering a site? I doubt it. But, if you have good for you. If not, I'd advise this to be the first thing you do going forward. Well, this is my story and I'm sticking to it. Never will I shop with them again. Resellers... Shame on them!

We ordered a Cabinet bed from Hayneedle. We waited and waited and finally got notice that the bed had shipped... we had paid for one-glove service to have the bed set up in our house. We watched and waited... but it appeared like the bed never shipped. My husband called once and was met with a really crabby customer service person who informed him that the bed had shipped and the "shipping company will call you for delivery." Three days later he called back... this time the customer service person actually looked into the order. Yes, the shipping service did go to pick up the bed... but the bed had never been shipped from Hayneedle because they didn't have it available. What? We paid for the bed, was assured it had shipped (and we actually received a tracking number)... but there was no bed so they "cancelled" the order. But they still wanted us to pay for the white glove service, because the shippers did show up to pick up the bed. Now I look on the site and it tells me that we "returned" the product. Nope, never had it to return.

I ordered a patio set and as soon as I pushed the button, I decided on white glove delivery. I called customer service to ask if I could add this on and girl said I could add that the day of delivery when they call me on the way. That makes absolutely no sense. How could they have the time if they didn't know beforehand and how would I be charged? I gave up on that. I checked the tracking as soon as it shipped for my delivery day and window. 2 hours into my window, I checked tracking and it just said "picked up". Not even in transit or out for delivery?!? I called customer service and they said I was supposed to have called the transit system to schedule an appointment. What? Nowhere did I see that and if thats the case, how could they give me a delivery time and window in the first place? Someone called me later and scheduled a delivery for the next day (I took off 1/2 day of work). Next day comes, no delivery- only a call (courtesy) from the ground transportation crew that my patio set is not there for pick up. OMG! I had no call from Hayneedle or the initial transportation system who scheduled me for delivery of furniture that was not there... Eventually I got the set. Delivery guy was nice, however he had a lit cigarette in his mouth with about 1/2 inch of ash on it waiting to drop on my furniture as he unwrapped it. I was promised white glove due to all the problems. My set is sitting in multiple pieces on my patio because white glove does not include putting anything together that takes more than 15 minutes I have since learned. Terrible, unprofessional, inaccurate, waste of time...