HearthSong

Ordered over $ 400 worth of Christmas gifts. On Christmas Eve, while wrapping and setting up gifts, opened box of the «big» gift (a Hugglepod) to find the wrong model — and not just one I could hang up anyway until we could return it for the correct one — no, they sent me the Hideout model that takes two adults to construct with various poles. Well, that wasn’t going to happen, so my daughter woke up Christmas morning to find a large Crescent Stand set up with nothing hanging from it. To say they «ruined Christmas» in my eyes would be an understatement. When I called customer service Dec 26, they apologized. I was very polite but told them how awful the experience was, and all I got was an apology. Wow. Not that anything could make up for ruining Christmas, but they sure should have tried. They will never get my business again.

WOW! I have been shopping here since the mid 90s. Although they seem to work hard at finding good toys that are engaging for children, the customer service is abysmal! I ordered some items for Christmas presents (not cheap at $ 149×2) the website said that the items were in stock and would be delivered in 5 – 7 days. I just happen to check on the items being drop shipped to my nephews and they told me that they were back ordered and would not be shipped till the middle to end January!!! No email notification that they were not going to arrive on time or anything! The LIVE CHAT «customer service» was rude and offered the standard, «I am sorry you are unhappy.» Truly the WORST! They still have my over $ 300 that I could have taken to my local toy store and shipped the items myself, but there is not enough time. I was told it would take them 5 days to refund my money… funny they immediately were able to get my money under false claims. I guess it’s Amazon… the only one guaranteeing the toys will get there in time. Too bad, I had referred many people to the site and now will be retracting my good reviews of them.
SHAME ON YOU HEARTHSONG!

My daughter received an item from Hearthsong for Christmas and I was told by three different employees that I cannot exchange it for a more expensive item (or anything at all) without the order number. the person who bought it and gifted it may have done so through Amazon so Hearthsong won’t take it back even though the item is exclusively theirs (i.e. Toys R Us doesn’t sell it). Their advice was to sell it on ebay. What a horrible company, I will tell everyone to avoid buying their products.

Horrible customer service. DO NOT SHOP WITH HEARTHSONG ON LINE. We received a double order. I have called three times and got nothing but a run around trying to return these items. Each of the three operators I spoke with told me something completely different. I feel like this is a pattern and practice/​fraud trying to run the clock out on my time to return items. Should not be this difficult to obtain return labels, especially since the last operator told me they had a glitch with their on line ordering that doubled up some orders. Even after she told me this, she wanted me to pay for the return shipping. Still no labels.
Duplicate order is their fault, I am bothered with a double charge and returning it AND they are fiving me a hard time!!!
Hoping return labels come soon. Not sure what to do next. Consumer complaint department for state of Virginia?