Hammacher Schlemmer Customer Service Issues

Order # W[redacted], placed on December 18 with a split address, required an update. Despite being informed on December 19 that it would go to the correct address without extra fees, the item was sent to the old address with an additional charge for a new shipment. After contacting customer service, Sandra promised to investigate the unauthorized charge but left me waiting on hold. The call eventually disconnected, leading me to restart with Emily, who is currently working towards refunding the unauthorized $42.75 charge. This service experience has been disappointing, especially considering the positive reputation HS has had in the past.

I placed an order for the Always Hot Coffee Cup for my husband on December 10th, and the confirmation email indicated a delivery date of December 20th. The order number is W[redacted]. Despite waiting after Christmas, the mug never arrived. I contacted Customer Service on December 29th at 1:00 pm and spoke with Tim, who informed me that the item was back-ordered. The expected arrival date at their end was December 30th. As of January 6th, the mug has still not arrived, and there has been no update via email regarding the order status. Today, January 6th, I spoke with Terry, who mentioned that the expected delivery of the mug to their warehouse is also today. She stated they would send it out as soon as it arrives, although there is no guarantee it will be today. This experience has left me surprised, as I've always considered HS to be a reputable company.

I reached out via phone and email yesterday regarding an issue with my order #W[redacted], which was intended as a gift for Ann Jessup Warner at [redacted] Palazzo Circle, St. Augustine, Florida. I received the item, a rocker, but the intended recipient did not. I am unable to deliver the rocker myself. Could you arrange for pick-up and delivery to the correct address? Alternatively, can I take it to Fed Ex for free shipping to her address? I understand the current challenges with shipping due to Covid-19, but the incorrect delivery is disappointing. Despite the long wait on hold and lack of response, I trust your team will assist in resolving this matter promptly. Your help in ensuring the gift reaches the right destination would be greatly appreciated. Thank you for your attention to this matter. Sincerely, Camilla Stephens.

I bought three items on 4-21-20 (Order: A[redacted]). I received them in early May, but due to bad weather and cold conditions at my high-altitude home in the Colorado mountains (8,[redacted] feet), I didn't set up the Hanging Bird Feeder and Fountain outside until recently, around June 2nd. Unfortunately, the water fountain isn't working. Upon inspection, I found that the black wire is either cut or improperly installed, with about 3-4 inches missing. I would like a replacement or a refund. Can you please advise if I need to return the faulty item? Thank you, Joseph T. from Bailey, Colorado.

My wife relies on an oxygen concentrator, so we sought a reliable power source due to recent outages. The Duracell generator appeared ideal, boasting significant capacity. However, upon receiving it, we discovered a caution against using it with medical equipment. After contacting Duracell for clarification, they indicated a backup power duration of 25 to 45 minutes. Regrettably, we must return it. It would be beneficial to have this important information included in the product description, as others may also see it as a vital resource for medical needs like oxygen supplementation.

I recently received my order of the plush ribbed loungewear which included the sweatshirt VL-[redacted]. I am delighted with the sweatshirt, but there seems to have been a mix-up with the pants. The statement showed VL-[redacted] for the pants, but I received a blouse made of an unusual fabric, possibly mosquito netting. Due to a family emergency, I no longer have the order number. This experience is uncommon for me with your company. Additionally, I was charged for the pants and a plug-in room heater was also in the order. Although I am unable to provide much assistance, I wanted to bring this error to your attention. The blouse is not satisfactory and will be discarded. Thank you, Kathleen B. from Lacombe, Alberta, Canada.