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  • Extremely poor customer service experience and attitude. Not helpful resolving an ordering issue, and I could not complete the purchase. Very slow to reply to emails to resolve the issue, also very slow to reply on Twitter and Facebook. Placed an order on a Saturday from my iPhone for ~$1100. The ordered showed as "Pending - Awaiting Fraud Verification" or something to that effect. Then on Monday morning I tried to call to get an update, but the gentleman who answered the phone was very rude and didn't seem to care much about my issue. Short and abrupt. A few hours later my order suddenly went from "Pending - Awaiting Fraud Verification" to "Cancelled". I called to understand what the issue was. Again a very rude person, named Simon, answered. He explained, unpleasantly, that Henry's does not accept credit cards for out of province orders - I am in Montreal. He further explained to use PayPal for payment. Before I was able to finish sharing my dissatisfaction about the service and experience, he hung up on me. Unfortunately no other place had the lights I was trying to order in stock, so I tried my luck again. I went through the order flow, selected PayPal as an option, but it did not redirect me to PayPal, but instead used my credit card number that Henry's saved. The order status was set to "Order Placed - Pending Shipment " around 11am, and there was an update to the order around 4pm that day. Then next day, around 9:30am the order status changed to "Order Status: Cancelled". Still no reply to my email. Poor and unpleasant experience.
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