One word "DON'T"
Written: Dec 24 '01
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...If you are thinking about using H&D for a last minute gift (or not last minute for that matter)
I am so peeved at this time, I wondered whether or not I should cool down before writing this review. But, I wanted to document it as soon as possible so as not to lose any of the details.
On December 19, early in the AM, I ordered a holiday tower from H&D. I checked their shipping information and they GUARANTEED (whatever that means) shipping by Christmas (12/25) for a fee of $12.95 plus the twenty-something-dollar cost for the "two-day" shipping. I checked the order on Friday and all looked well, the order had been shipped and was on its way.
On Monday (today - Christmas Eve) at 3:30PM MST I went to the H&D web site and checked my order and it still said "shipped" so I checked the UPS track and it said that the estimated delivery was 12/27! and it was shipped GROUND!!!
I immediately called customer service, a Heidi answered the phone and gave all sorts of BS about how its common for them to ship ground for 2-day guarantee and that "UPS guarantees THEM 2-day delivery on ground shipments" as if they are so special. So, she checked with UPS (by phone supposedly) and they of course told her that since it was shipped ground, it was 2-5 working days and was scheduled for a 12/27 delivery (some special treatment for H&D from UPS -- what a crock!).
So, Heidi apologized for the error and said that they would credit my shipping..."we're so sorry". I told her that that was not good enough, they guaranteed shipping and there still was a way for them to come through...USPS Express mail which DOES deliver on Christmas Day. She proceeded to tell me that was a good idea, but the item I ordered is now out of stock (nice BS). So I told her to make a comparable substitution. She told me no one could possibly do that...they don't ship USPS. So, I said, "where is the warehouse"...she replied "downstairs"...so I said, "In the interest of customer service and the preservation of H&Ds name on the internet, don't you think your VP of Cust. Serv. would want you or someone else to go downstairs, get an item and ship it USPS, even if it meant getting in your car and taking it there yourself". She replied that company policy was such that no one could do such a thing...besides, "The Post Office is closed". SO I asked her, "you guys are in Medford, OR right?" (I began typing in the office locater on USPS.com to see the hours) She realized this and then said, "no, the post office inside our building" (I may have the order mixed up on these last two points).
So I ask to speak to her supervisor or manager and she says that they don't want to take the call, they want her to deal with it. NICE. Then she tells me, all they can do is credit my order...
GREAT...that will be wonderful for the recipient of my gift on Christmas...that will do them well...guess I will be the one that looks like a schmuck to my family...
Anyway, the moral of this story is go to epinions.com before ordering ANYTHING on the internet, beware of shipping guarantees, and dont trust Harry and Davids to be a customer oriented company and live up to a guarantee.
SPEND YOUR GIFT $ SOMEWHERE ELSE OTHER THAN HARRY AND DAVIDS...
It is now MY MISSION to SPREAD the word about HARRY AND DAVIDS miserable service!
By the way, Gomez (The internets premier ratings site for e-commerce) gave H&D only one out of three stars and had this to say:
Merchant Certification
Firm:Harry and David
Review: * out of 3
Date:7/24/2001
Gomez certifies that Harry and David has not met the minimum standards for Merchant Certification. Gomez bases its certification process on unbiased inspection and analysis of the most popular e-commerce sites on the Web.
Recommended:
No
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About the Author
Location: SLC, UT
Reviews written: 3
Trusted by: 0 members
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