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Plow & Hearth

elizabeth of amherst, VA June 2, 2009

purchased a nice set of wooden deck furniture and the smaller sized chaise lounge. Ordered the recommended pillows as they had a pattern no one else had...only to find the chaise lounge pillow did not fit this smaller piece. The plastic strap at the top did not catch the wooden seat back to keep it in place. It then slides down and hangs over the foot of the lounge by about 6-8 inches. Went round and round trying to get my point across but all they wanted to do was give me a refund so I would go away. After two seasons of complaints I finally got someone who admitted that the pillow indeed did not fit. They would get a new size for next season. Needless to say that did not happen.

When I contacted them again there were more promises but no results. They finally sent me a refund which I did not really want as it did not solve the problem. I wanted a pillow for my chaise that actually FITS. If you have to pay that much for stupid pillows then they ought to fit and not slop around on the furniture frame. As far as I know, they still have only the one chaise lounge pillow ..but I have not checked recently as I just toss their catalog of mostly overpriced stuff.

Kent of Washington, DC May 7, 2009

I responded to a Plow & Hearth email promotion from mid-April touting free shipping on wreaths for Mother's Day. Although I've never ordered from them previously, I immediately placed an order (on 4/22). Over a week went by with no email order confirmation. I finally called and they said the item was to ship directly from a vendor and they wouldn't have tracking info until that time.

A week before Mother's Day, I phoned again, and they had to research the item. I promptly received a call-back with UPS tracking info, but still no ETA. Today, 5/7, Three Days before Mother's Day, I finally received an order confirmation - and the ETA is on Tuesday AFTER Mother's Day! I phoned to see if the shipment could be expedited and they said No. They are always polite and empathetic, but they are unable to fix the problem. In consolation, they offered to take 10 off of the order, or send a 15 certificate to my mom. (I chose the certificate - at least it seemed apologetic.)

Paulette of Falmouth, MA January 6, 2009

I am so upset as I have always felt the was one I would never have a problem with. I ordered two items from them totaling 79.98 with FREE shipping. When my credit card was charged I was charged me 74.50 for shipping! I called up right away and spoke to a woman who said that I should not have been charged this and she would take the 74.50 charge off. I then went to my account and while there was a credit of 59.55 it is not the amount that was told I would see off my bill. I was on the phone for well over an hour with one rep and then speaking to this person and that person and noone could do anything about this problem, and not wanting to.

Any sensible person would realize that one would not order a case of fat wood that was FREE SHIPPING and want to upgrade it and have it expressed shipped for another 20 and especially if it was not needed for Christmas which it was not. I ordered the items in good faith. getting the run around to just now having the last person I spoke to say that the other three people lied to me when they said I was to have free shipping!

I have tried to get an email to the CEO but have not found one. In addition to this annoyance the two items I now bought have been reduced by 21.00. I have been a good customer of Plow & Hearth over the years and this is the very first time I have had such a hassle. I feel that the dealings have been anything but honest and courteous and I will not do business with them again. Now I am going to work with my credit card company to see if anything can be done about this.

The charge was an additional 74.48 which upped my amount on my credit card and also the time spent trying to get this over charge taken care of and the hassle of it all.

Abner of Elizabeth, NJ December 23, 2008

I ordered a fireplace screen for my family's living room fireplace from Plow and Hearth. I purchase said item in November 2008. This item's door opened while and fire was lit Hot embers flowed into our living room. I asked that they replace this item for a new one. I was advised that they could not replace it because they were out of stock.

I asked that replace it with a similar one but that was one greater in value. They refused. I argued that they are selling items that not tested and that it should be stated on there web site as such.

Kimberly of St. Louis, MO December 16, 2008

P and H published catalog stated order by December 8th for guaranteed Christmas Delivery. Placed an order on line on November 29th - ordered wooden crate labeled dynamite filled with fire starters and a fire starter refill packet. On December 5th, I received the refill packet but without the actual crate etc. Called P and H and was told that the item was shipping within two weeks from order and that I would recieve by December 12th. Called on December 12th and was told the item was in the warehouse and would be shipped by end of day, Amy promised me a tracking number by email on Monday. Called again today December 16th as I had not received a tracking number and was told by Customer Service Supervisor James that the item would be shipped by supplier but had not been shipped to date.

Given that this is a Christmas gift for which I have now been given 3 answers regarding its status, I cancelled order and asked the refill kit (again, shipped without overall package) be picked up. I realize issues can happen but would have been left with a much better opinion of P and H had I been told the truth from the beginning!

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