"Wanted to exchange an item for a larger more expensive one in their catalog. The item was outside the 30 day window, even though it was still unused and in original pkging. No phone # to actually call and talk to someone and then emailed that I cannot exchange!!!!!! "
"They shipped the toy I ordered to the wrong address. In a different state. I let them know an they said I had to return the item to get a replacement. If I had the item, then we wouldn't have had an issue. I am not driving to another state to get the item. When I said that, they cancelled the shipment of a replacement to me. So now, I do not have the item and I do not have a refund. What a joke. How was that a resolution? Drive two hours to go get this thing off a strangers doorstep? To make matters worse, they charged me for the shipping. "
"We received a twist and go cart as a Christmas gift, but it was missing the tube wrench we need to put the steering wheel together. So we called the number to get the part sent out to us, and they refused to send us the part without the order number. Just a wrench? It's the strangest conversation I've ever had with any company. They are acting like we are trying to steal a new cart from them. "
"Purchased items for my grand-kids for Christmas one week before the holiday. Paid $24.50 for 2 day express shipping to be safe. Received an email saying all the items would be delivered. Arrived home late Christmas Eve to find a box with all but one item - the gift for my 10 year old granddaughter was missing. At that point it was midnight and there was no way to get her a gift in time for the holiday. The question is why there was no specific notification that the item would not be shipped, for whatever reason, so that I would be aware and would have time to shop elsewhere. When I called the day after Christmas, it appeared the item was forgotten or missed. They had no explanation otherwise. I was given a halfhearted apology and told the item had already shipped out that morning and that it would arrive several days later. My only choice was to refuse it upon delivery or drive it to the UPS store and start shopping over again.
I will not use Hearthsong again nor can I recommend it t others due to poor service. "
"My daughter received a ride on pony for Christmas - it broke a few days later. The legs buckle and she only weighs 48 pounds. Had a simple request to exchange for a new one. Your representatives told me they can't replace it without the order number. You should stand by your products - no questions asked. It is your label on this toy. They told me I had to contact the gift giver to get the order number. For a simple, even exchange, this is a lot to ask from a customer. Why should I have to call the gift giver and make her feel badly that her gift broke? I know of no other store that would require such a thing. Either you back your products or you don’t.
"
"ordered an item on 4/16, 10 days later no item nor news from the firm. On my prompting they said the order would now be shipped on 5/1. On 5/1 I get an email this time saying the ordered will be shipped on 5/8. Based on other reviews it seems this is pretty common practice. Shame as the products look interesting but not worth the hassle."
"This was my first experience ordering from HearthSong. I was so impressed. They have beautiful items. My son circled nearly everything in their catalog. When the order came, we were so pleased, especially with the gingerbread house. We wrapped the other gifts and waited til Christmas Day. When we put batteries in the music jam playmat, and my son started pounding on it, the notes just didn't come out. We
tried and tried, but no go. I called customer service
and explained our situation. The woman kindly told me she would email me a receipt, which she did promptly. I sent it out, and 10 days or so later received a "partial refund".
When I called customer service, they said they would look into it. I received an email shortly after from a woman who
flat out told me I misunderstood their return policy and I
should have read the description online. I was shocked and
ended up calling someone. Sure enough, regardless of if the
product is defective or not, they expect the customer to pay
the return shipping. Very disappointing, as I could have
spent thousands of dollars here in the years to come.
"
"This is the first time I have ordered from Hearthsong and I could not be happier. There customer service is outstanding and the quality of there products is top of the line. I would recommend them highly."