Heartfelt Industries, bad business issue

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gshadley

Young Chimp
I just wanted to warn all you cigar smokers about ordering from Heartfelt Industries.

I ordered 1/2 pound of the 65% beads, 1/2 pound of 70% beads, and 4 small mesh bags to put the beads in. I paid 2.99 per mesh bag.

Well, they were speedy shippers and I did receive my order, but instead of getting the 4 small mesh bags that I paid for, I ONLY GOT 1!

Not a real big issue, but I needed those 3 other bags for my Treasure Dome humidor that I was planning on moving my cigars too.

SO... Since you can not call anyone at Heartfelt Industries and they ONLY communicate via e-mail, that is what I did. I have e-mailed them three times to orders@heartfeltindustries.com and to questions@heartfeltindustries.com. I have gotten nothing from them and since they are not communicating with me, that tells me that Heartfelt is not a company I prefer to do business with in the future. From my point of view, their customer service, or lack there of, is horrible and unacceptable.

Since I have been unable to reach them, I figure since I am going to be out the money for the product that they did not send me, I would let everyone on this board know that if you do business with them and there is an issue, good luck getting what you ordered or your money back.

Most Internet stores take your $$$ and then could care less about repeat business. This really pisses me off!!!!


Gary Shadley
:confused:
 
gshadley said:
I just wanted to warn all you cigar smokers about ordering from Heartfelt Industries.

I ordered 1/2 pound of the 65% beads, 1/2 pound of 70% beads, and 4 small mesh bags to put the beads in. I paid 2.99 per mesh bag.

Well, they were speedy shippers and I did receive my order, but instead of getting the 4 small mesh bags that I paid for, I ONLY GOT 1!

Not a real big issue, but I needed those 3 other bags for my Treasure Dome humidor that I was planning on moving my cigars too.

SO... Since you can not call anyone at Heartfelt Industries and they ONLY communicate via e-mail, that is what I did. I have e-mailed them three times to orders@heartfeltindustries.com and too questions@heartfeltindustries.com. I have gotten nothing from them and since they are not communicating with me, that tells me that Heartfelt is not a company I prefer to do business with in the future. From my point of view, their customer service, or lack there of, it horrible and unacceptable.

Since I have been unable to reach them, I figure since I am going to be out the money for the product that they did not send me, I would let everyone on this board know that if you do business with them and there is an issue, good luck getting what you ordered or your money back.

Most Internet stores take your $$$ and them could care less about repeat business. This really pisses me off!!!!


Gary Shadley
:confused:
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I've ordered from Heartfelt twice in the past and was very satisfied both times. A lot of other folks here have also had good experiences. Give it some time...I'm confident it'll all work out.

-Chuck
 
when did you order? & when did you email them?

I'm sure everything will work out fine, i doubt they're purposely ignoring you. I've ordered from them with ZERO problems & they will get my business again.
 
rawlic said:
I've ordered from Heartfelt twice in the past and was very satisfied both times. A lot of other folks here have also had good experiences. Give it some time...I'm confident it'll all work out.

-Chuck
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I should not have to e-mail them three times to get my order corrected. They don't hesitate to charge your credit card when you place the order, so why would it take them this long to correct it.

First off, I don't want replies from a bunch of people saying how much they love Heartfelt Industries and that they are a great company. Read my e-mail and then tell me how that would make you feel.

It is bad business to not post and phone number to call and then not respond to e-mails regarding an order that they already made money on.

Gary
 
rawlic said:
I've ordered from Heartfelt twice in the past and was very satisfied both times. A lot of other folks here have also had good experiences. Give it some time...I'm confident it'll all work out.

-Chuck
Click to expand...

:tpd:
I'm sorry about your current bad experience. How long has it been since you've emailed them? I (and many others on here) have had very smooth experiences with them and will vouch for their customer service and handling of issues such as these. I hope/trust the same good customer service will be extended to you as well.
 
The owner is a member of our board "viper139" .....PM him and he will ship them to you right away... he's a really good guy and runs a great company.
 
gshadley said:
I should not have to e-mail them three times to get my order corrected. They don't hesitate to charge your credit card when you place the order, so why would it take them this long to correct it.

First off, I don't want replies from a bunch of people saying how much they love Heartfelt Industries and that they are a great company. Read my e-mail and then tell me how that would make you feel.

It is bad business to not post and phone number to call and then not respond to e-mails regarding an order that they already made money on.

Gary
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no offense but a majority of the people here LOVE dealing with heartfelt for various different reasons, and most of us have had no problems in dealing with them what so ever.....so yes, you will get alot of those replies.

You wont change the majority's opinion of heartfelt

I do feel sorry for your circumstance & hope it gets solved, but try to be a tad less abrasive:tu
 
Did you email them this weekend? A lot of businesses take the weekend off and may not even check their email. Not saying it makes it right, but that is the case for a lot of small businesses.

Also, you can still get those beads in bags without the mesh bags. It sounds silly, but white pantyhose (Wal-Mart womens section in little capsules) cost about 33 cents and hold the beads just fine. That's what I'm using, you can put the beads in and use them as bags by tying the end up, then just spray distilled water straight through them. Works perfect for me and was cheap :tu You can do that temporarily until you get your mesh bags in or just get a refund for the missing bags and go the cheap pantyhose route.
 
I could do that, but why should I have too?? E-mail gets sent in the matter of seconds and it takes them three or more days and still not respond. They haven't even recognized that they have received by issue and are looking into it.

I don't have time to chase down Internet companies to correct issues. IT should NOT have happened in the first place. I am a busy person and my time is valuable.

Gary
 
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I never dealt with Heartfelt, but will in the near future :)
Sucks about your situation, but I'm sure by Tuesday you will have three bags more (just my guess)
 
Gary -

Sorry you are having a problem with heartfelt, I have dealt with them on several occasions and have had wonderful experiences. I would recommend giving it a little more time, it is the weekend maybe there is no one at the shop. I would wager that Monday AM they will make everything right.

I can certainly understand your frustration as I had a similar problem lately with cigarbid and posted here to vent my frustrations. I got the best possible advice from some helpful bros - pick up the phone and make a call, there is no substitute for talking to a person.

Heartfelt:
(702) 952-9420
(866) 754-5352

I hope everything works out for you. In the mean time you can use pantyhose and make bags out of that for the beads or put them in a shallow container.
 
I have not got my order yet... as I live quite far away. But I have only heard good things about David (Viper139)... and from talking to him here he always came off to me as a great BOTL and a great member here.

I am sure it was just a mistake and they may be busy and unable to get to your email right away... I am sure this will be made right.

I will continue to shop from them for sure.
 
And if you emailed them after business hours on a Friday, or on a Saturday, are they even open for regular business? The internet is certainly a convenience but it seems to have made people expect instant gratification.
 
gshadley said:
First off, I don't want replies from a bunch of people saying how much they love Heartfelt Industries and that they are a great company. Read my e-mail and then tell me how that would make you feel.
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Then what are you looking for? People to corroborate your experience and bash Heartfelt? We're advising you that HF is a good operation and all will work out in the end. Sorry that you're POed.
 
I did not e-mail them this issue over this weekend. I sent an e-mail last Wednesday and I sent two e-mails Friday morning.

Nothing... So I should just wait until three small mesh bags magically appear at my doorstep next week and then think to myself....I guess they did get my e-mail messages.
 
what response would you like from us? we are telling you they're a great upstanding company & that we all hope things work out for you and you're getting entirely butt hurt over it by telling us not to say how much we like HF.

I am very sorry to hear that your bags did not arive as expected, HOWEVER i do feel this issue will be resolved.
 
gshadley said:
They don't hesitate to charge your credit card when you place the order, so why would it take them this long to correct it.
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Credit Card processing is automatic and handled by a third party, (good) customer service is not.
gshadley said:
First off, I don't want replies from a bunch of people saying how much they love Heartfelt Industries and that they are a great company.
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So what in the world were you looking for with this post?

gshadley said:
It is bad business to not post and phone number to call and then not respond to e-mails regarding an order that they already made money on.
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I just opened up their website and their phone number is listed on the front page.

gshadley said:
I don't have time to chase down Internet companies to correct issues. IT should NOT have happened in the first place. I am a busy person and my time is valuable.
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Maybe cigars aren't the hobby for you, then...
 
bilkay said:
And if you emailed them after business hours on a Friday, or on a Saturday, are they even open for regular business? The internet is certainly a convenience but it seems to have made people expect instant gratification.
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Well said.

Shit happens, they will take care of you.

EDIT: Dave has been very responsive to me via email btw.
 
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gshadley said:
I did not e-mail them this issue over this weekend. I sent an e-mail last Wednesday and I sent two e-mails Friday morning.

Nothing... So I should just wait until three small mesh bags magically appear at my doorstep next week and then think to myself....I guess they did get my e-mail messages.
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IMHO I think you should relax... you have been told not to worry, and you don't have to. Even the best companies make mistakes sometimes and this seems like one.

If you don't want to take our advise I suggest you don't start a post asking for it... :2
 
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