Hearth Song

Ordered a climbing dome with slide for Christmas, 5 months later the slide cracked at the top where it connected to the dome. I am not sure if a storm caused the damage or possibly lawn crew who tried to move it improperly, but I called to see our options and was told they will be getting more in stock mid-July and will UPS a slide to us at no cost cause of the 1 year warranty. We have ordered several items from Hearth Song and been very happy with everything. Very impressed with how easy the call about the slide went!

I have always had great customer service with this company. They even replaced a $99 swing that broke after only 10 months of use. They offer great coupons and sometimes free shipping. My children love the toys we order from here!

Hearth Song sponsored a contest with one of their products. My grandson and grand daughter was able to participate. They had a great time.

They have such fun and unique toys for kids. One of my favorite places to shop.

love it

Surprisingly bad customer service. My daughter received a ride on pony for Christmas - it broke a few days later. The legs buckle and she only weighs 48 pounds. Had a simple request to exchange for a new one. Your representatives told me they can't replace it without the order number. I pleaded with them to make an exception, I offered to pay return shipping. My daughter is so sad not to have her toy anymore. You should stand by your products - no questions asked. It is your label on this toy. They told me I had to contact the gift giver to get the order number. For a simple, even exchange, this is a lot to ask from a customer. Why should I have to call the gift giver and make her feel bad that her gift broke? I know of no other store that would require such a thing. Either you back your products or you don’t. I want you to know I will never purchase a product from Hearthsong again and the whole experience has left me and my daughter upset. A company's reputation has a lot to do with how they treat their customers and and how those experiences are shared - good and bad. I have two young children and have a large extended family – we will be spending our money with a company that stands by their products.

Ordered a race car set for my grandson’s birthday. When i ordered it said the item was in stock and I would have it in 5-7 days. My credit card was charged right away but I never received an order confirmation. I just called to inquire and was told the item is back ordered. Then i asked to cancel the order and was told they can’t cancel because the order has been processed. You have to be kidding me. You don’t even have the item....so don’t ship it once you have it in stock and credit my account. Terrible customer service. Never again.

Beware of bad customer service. We wanted to go out on a limb and support our local shops this season. Used their online store to order my child a product on Cyber Monday. They did not apply the discount to our completed transaction even though we clearly typed in the discount code for 25% represented at the top of their home page. Spoke with 3 separate customer service reps (and I was courteous) 3 separate times starting that afternoon and spanning weeks. We finally got them to credit our account a portion of what was owed after much inconvenience. Our single order was delivered in multiple boxes in a scattered fashion over several days, even though all was indicated as in stock. Seems like they have bad tactics, bad service.....be careful. We will stick to Amazon!

I will never buy from Hearthsong again - they have lost another customer due to their lack of customer focus. I ordered a $300- rope bridge in BLACK and it was deliverers in RED. I followed that purchase with multiple calls, periodically, to check on the status of the return label. Each time, I reminded them that the catalogs are coming but the return label (which is the only way to officially transfer the merchandise and get the correct color), is not. Today, after months and months of this, the “supervisor” gets to tell me through a customer service rep that the exchange is now not possible because it’s been too long. Do you think, Hearthsong?!!

I offered to pay an additional $99 (diff for another bridge which is now more age appropriate) and even that didn’t matter. “No...it’s been too long”.

Great job...turn down more sales and lose a once-happy customer indefinitely.

Stop sending catalogs if you aren’t serious about being in business.

Buyer beware: their items come with missing parts and they will not replace them! I purchased the WonderWave rocker for almost $200 and it only had one of the 18 bolts needed to assemble it. (I should have listened to the other reviews I read about missing parts but unfortunately I didn't.) Once I realized the bolts were missing, I contacted their customer service department which is a total joke. The representative told me that since I used a third party to buy the item that I would have to contact that company and let them call Hearthsong about replacement parts. I called that company and they said they only sell the item (which I already knew) and that hearthsong manufactures and packages the items which makes it their responsibility to fix. I then contacted hearthsong again to tell them what I was told. Once again, they told me they would not send me any parts. I am now stuck with a $200 item that we cannot even assemble and three highly disappointed kids! Their customer service is atrocious!! I will not be buying anything else from this company. Listen to these reviews. Don't make the same mistake I did.

The see saw I purchased was a total BEAST to put together (even though I am used to putting toys and furniture together regularly). It shorted me a number of hardware pieces and I had to go to the hardware store to purchase. I did a review on their website which I see has NOT been shown. I'm certain they've read it by now and not a soul from their company reached out to me. Terrible customer service!

More than a week after I ordered an item that was advertised at a reduced price, I got an email stating the item was discontinued. The item is still listed on their website, but at the original price. They discontinued the sale after my order was placed. This is a dishonest company. Too many reliable places to shop to have to deal with this.

Was a solid customer of this company for years. I bought a $140 swing that only lasted over a season of play by two small children before it ripped and was not usable. Called Hearthsong and learned it was a known defect. They offered 20% off a new $140 swing and were rude about that. Lost a customer.

The items pictures were placed on the outside of the shipment box. My daughter now knows one of her large Christmas gifts and is questioning how it got there. I am extremely disappointed and cannot believe the company didn't state that they put a large photograph of the item ordered on the box.

Worst customer service ever. I returned a of package using the shipping label they provided, the package never arrived at their warehouse so I contacted them for help tracking. I was told since the shipping label didn't include a tracking number there was nothing they could do for me.

Horrific customer service. I ordered one toy a MONTH before Christmas and it arrived Jan 2! I've sent several emails asking for a return label and they have completely ignored me.