"Ordered the Fairy Canopy online, received it a week later. No problems at all."

"I am shocked to hear the negative reviews about Hearthsong. I have been ordering from this company for the past 10 years, 3 to 4 times a year and I have never had a problem. Hearthsong is one of my favorite companies to deal with. Shipping is quick and they stand by their products. I returned one item out of the possibly over 100 items I have bought and they paid for the return and promptly sent a new product. This is a very family friendly company."

"Like many of these reviewers, we've found Hearthsong's customer service to be TERRIBLE! My daughter received a toy for her birthday, it didn't work, and we've called FIVE TIMES about returning it. Each time, their representative has promised to send out return shipping materials. Each time, it failed to show up. Now we're paying to return their broken product. AVOID THIS COMPANY."

"I bought many of my children's christmas presents from Hearthsong this year and many of their birthday presents as well. I have never had a problem with the customer service and was surprised to see so many complaints. There was one issue with a toy that that said had shipped but hadn't, but after talking to customer service, they sent a replacement item. Another item was backordered when I placed my order, but it was filled and sent before Christmas. Things didn't work perfectly, but getting my single issue resolved was really no problem. I just placed another order with them today."

"My order arrived quickly and was professionally packaged. My grandson has had a great time with the dominoes! He has been gathering all kinds of dominoes and trying all kinds of 'tricks' for a couple of years now. When I ran across this I had to have it for him! He uses the pool table, drops it off onto the floor goes under the table and is still using the old dominoes along with it....books, cigar boxes, other types of boxes, he grabs all kinds of things to use and most of the time his plans work! He is only 11...I think we have an engineer on our hands! I will be ordering more sets soon! Thanks!"

"On December 1st,I ordered 4 small items with standard delivery.On the 4th,I recieved an e-mail that my order was being processed.2 weeks went by so I called customer service.The rep told me they were backed up in the warehouse but I could expect delivery this week and she would e-mail me my confirmation number.The confirmation number did not arrive.The rep then told me that there were no problems in the warehouse and that my order had been shipped on the 4th as the e-mail I recieved stated.I told her that no where did it state that my items were shipped. Then she tried to tell me that my order was probably sitting in the post office here just waiting to be delivered.I had checked with the post office and they didn't have it. I then pointed out that they couldn't have sent my package because my credit card hadn't even been charged yet.Based on that I asked to cancel my order.SHE REFUSED TO CANCEL MY ORDER.Then I started doing my research and got the e-mail and name of a manager who cancelled my order. I then got an e-mail saying that ONE of my four items had been shipped.I looked and sure enough my credit card had been charged.I emailed the "manager" back with a furious note and she wrote to apologize saying that it was an error and they would immediately credit my card back and I was welcome to keep the one item that had shipped.On Friday I recieved a very large package-too large to be the one small item they said they shipped.I opened the box and there was every one of the other three items I ordered EXCEPT for the one they said they shipped.I checked my account and sure enough they had charged my for that too.I called back to complain and never heard from her again.Another box showed up with the very same order in it AGAIN without the item they claimed to have shipped.The one good thing I can say is that the refund to my account didn't take 4 to 6 weeks to process."

"WARNING! Do *NOT* order from this company, *nothing* but problems and headaches! Website would not work to place an order (not a cookie problem on my end!) after trying to send 2 emails to customer services and not recieving a reply to either one, I just called customer services and had to place my order through them. Of course they tried to upsell me things! Order was placed on December 8, 2007... a week and a half later I get a form letter in the mail (snail mail) saying my order had been canceled! Then on the 20th of December I get an email confirmation that my order is being processed!!! So I once again call into customer service and I am told that the company was having some problems, but that they were offering free expedite shipping and the package was guaranteed by Chrismas. Well here I am on the 26th of December, I have no package! I have now made a total of 5 calls to customer service and the first three times they tell me I just need to wait, that it has shipped and it was guaranteed to reach me by Christmas! The 4th call told me to call UPS to find out what was happening with the shipping... UPS says one thing Hearthsong says another. UPS says they did not even get the package until the 24th of December, Hearthsong claims they sent it on the 20th. UPS shows that the package was sent regular ground, not the expedited shipping that 4 hearthsong customer service reps said the orders were being given! I will be telling EVERYONE I come across to stear clear of this company. Considering that it is a sister company to 1-800-flowers.com and Fannie May (among others) you would think that they would have better business practices! HORRIBLE comany DO NOT order from them! I rate this company at worse than poor! "

"Have always enjoyed online shopping. This experience with Hearthsong destroyed that. I ordered several Christmas gifts, all "in-stock", in plenty of time to receive by Christmas. I was confident with their reputation and didn't begin to worry until it was three days before Christmas and nothing had arrived. I called customer service and noone had ANY information. They couldn't even tell me IF the items I had ordered 11 days earlier had left the warehouse! I was told that my order would be "red flagged" and someone would call me. NOONE ever called. I had to drag myself out two days before Christmas to shop for gifts I had already checked off my list, instead of spending promised, precious holiday time with my small children. The stores were completely picked over, I spent hours trying to find anything remotely appropriate. MISERABLE. The Hearthsong order finally arrived two days AFTER Christmas. Hadn't even shipped until 12/26! TOO LITTLE, MUCH TOO LATE!!! HORRIBLE experience. Shouldn't a company that specializes in mail-order be able to do better than this? I received no warning that items might not arrive in time. NOTHING! Get it together Hearthsong!"

"Without a doubt the worst shopping experience I have ever had. Despite my best efforts, the company failed to deliver my items on time, failed to provide any information about my order, and failed to follow up to my many calls and messages. I am convinced they are incompetent and deceitful."

"When I ordered this item it said it was in stock. It was been over 10 business days and I have yet to recieve it. I did not recieve a tracking or shipping confirmation instead I recieve an email a day with one of their silly advertisements. When I called custormer service a ver rude representative said the my package hadn't been shipped and I would probably recieve it on the 27th. When I talked to her supervisor, he said that he thought it had been shipped and blamed USPS for losing it. This is the WORST online shopping experience I have ever had! I will NEVER order from HearthSong AGAIN!!"

"I would NOT recommend this company. Upon ordering, UI said all items in stock. Site also clearly says standard shipping is 7-10 days. 13 days later and I have no order, have spent a total of 150 minutes on the phone with them in the last three days, no answers. Called Parent Company (Plow and Hearth) and was similarly treated. Standard seems to be to put you on hold for an excess of 10 minutes (twice in one call) to see if you, the customer, will hang up. Finally found that 1/3 of order was backordered, and what is being shipped is still uncertain as to delivery date. They also could not reconcile the charges to my credit card. Just a bad experience all around."

"Their Customer service very inconsistent. The first agent was bored, rude, and incompetent. The second agent not much better. The manager was helpful. They wait as long as possible to deliver an item in stock. I was not very happy with their service "

"High-quality merchandise. Trouble- free service. I love the variety of products they offer."