Plow & Hearth

I purchased a nice set of wooden deck furniture, and the smaller sized chaise lounge. I 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. I 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 tossed their catalog of mostly overpriced stuff. The one danger is misjudging the end of the chaise lounge. Before I could warn them, I had a guest hit the floor, trying to sit on the end of the chaise, but there was no support, because the stupid pillow is too long!

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.)

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.

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.

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!

On 1/7/07 we placed an order for a fireplace screen on company's website. The next day, we e-mail company using their Contact Us e-mail address to cancel order. After receiving no response, we sent follow-up e-mail on 1/10/07. It wasn't until 1/12/07, 5 days after our original order, when we finally received a reply AFTER this merchandise had already been delivered!

Finally upon learning how to return this merchandise, UPS picked up as Refused Return to Sender on 1/19/07. Company promised to credit back our Visa bank card immediately upon receiving package.

After giving UPS reasonable time to return/deliver, we learned from UPS that they delivered this package to company on 1/23/07 @ 10:40 AM ET. After notifying this company of this they continue to advise they hadn't received this package. It clearly reflects this package delivered to the company on 1/23/07 in UPS's website, tracking #1Z 231 219 03 6481 489 9.

As of this date, 1/30/07, we have yet to receive our FULL refund, including shipping from this company! They shipped this package in error and we're expecting a FULL refund as they have promised.