ComplaintsforHarrisville Design Inc.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tried contacting the business after receiving my order on 9/29/2021. It took almost two weeks to arrive because Harrisville did not send it to the shipping company for a week. Once my order arrived, I received items that were badly packaged, and one item that had a damaged bag with loops missing. In addition, the item I ordered (sweater season) had the incorrect colors, and the representation of what was online was not what I received. I called the business. Not only did they not answer back to my phone calls, I had to keep calling until they would pick up the phone. I talked to Allison P***** and Emmi H******, who were down right beligerent, nasty, and rude. I have never dealt with a small business that had such subpar customer service that would berate and yell at their customer. Made me very angry and frustrated. They refused to give me a shipping label to ship the items back. This was my first order and will be my last order. I hope this company goes out of business.

  Business response

  11/23/2021

  Business Response /* (1000, 5, 2021/10/11) */ This order was placed Sunday 9/19 and shipped on 9/24. We try process orders as quickly as possible but a turnaround time of 3-5 days is not uncommon given the supply and staffing challenges we have experienced throughout the pandemic. This customer did call and speak with two of our staff. We made every attempt to explain to them that although we were sorry they did not like the colors of the loops, the colors they received were in fact the colors shown on the website. The customer did not mention any damage at this time, just disatisfaction with the loop colors. We offered to refund the customer in full less the shipping cost, as is our policy clearly stated on the website. On 9/30 the customer placed a chargeback claim via Paypal, it was then that the customer claimed there was damage to some of the bags. At this point we offered to refund the customer in full plus shipping after they returned the items. We are a small, family owned business and our customers are very important to us, we did everything we could to make this customer happy. Consumer Response /* (3000, 7, 2021/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The pandemic is not an excuse for your company to be rude to its customers and not follow your own company's policy (paying for shipping when item is the fault of the seller.) The reps I spoke with did NOT want to resolve my order issues and said to me that "we are done here" which implied your reps no longer wanted to deal with me. You did not try everything in your power to resolve my order issues when I asked on my own. A small business should be friendly and want customers to be satisfied and come back to them. Not yell at and frustrate their customers and tell them that they cannot see colors right. Customers are not important to you. You only offered a refund after I placed a dispute with PayPal and you still refuse to send me a shipping label in order to send it back. I do not have a shipping label nor my money back so I still do not have a resolution. You haven't even offered an apology for how Allison and Emmi treated me. Apologies are free. Business Response /* (4000, 12, 2021/11/01) */ We are sorry that our customer is not satisfied with our response. We are happy to provide a full refund including shipping cost but do ask that the product be returned to us first so that we may inspect it. Regardless of the condition of the products received, if the customer were to initiate a return we would honor a full refund of the product. Thank you. Consumer Response /* (4200, 14, 2021/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) You need to communicate with your employees. They are very snarky and evil. Already returned it last month (10/21/2021) to the address that was listed for returns, it arrived a few days later, and heard NOTHING from your company, just like I figured would happen. DID NOT GET THE SHIPPING MONEY BACK NOR A REFUND FROM YOU. I knew you all would play me and take the return and not give me my money back. Luckily, I purchased on your website through Paypal and they were able to refund me. So this is done from my end. You deserve to go out of business. Business Response /* (4000, 16, 2021/11/16) */ We received a return of the Sweater Season Loop pack and have attempted to refund the customer for this item in the amount of $40.36 + 13.00 for shipping on 11/02/2021. The customers paypal account will not accept the refund for unknown reasons. We attempted to refund the total amount of 53.36 again on 11/16 with the same result. I have included a snapshot of the transaction timeline. We kindly ask the customer to check their paypal account to see if the chargeback claim they created may be preventing this refund from going through. If no resolution can be found, we will need to refund to a credit card or by check. Consumer Response /* (4200, 19, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) What you have mentioned is not a full refund. I heard no communication with your company until BBB. You could have emailed me (you have my email address) but still said absolutely NOTHING when I sent my items back to the company. Not for weeks. I only lost patience because I tried to deal with Allison and Emmi FIRST and they completely refused to resolve my issues. So that is why I took it a step further and went to paypal. THAT is why I went to paypal and they were able to help me. Not your employees. You should really think about who you hire. You should be ashamed of them and their behavior towards customers. Business Response /* (4000, 21, 2021/11/19) */ We have done everything we can to appease this customer. In support of our very hardworking and wonderful staff we now ask that this customer refrain from contacting us or attempting to do any business with us in the future. This is our final response in this matter.

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