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.