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| - Tried to give me a defective bookshelf, even though I ordered one brand new online. It's been over a month and a half now and I am the only one following up. When I asked for a refund, they told me that it was final sale. I inquired as to when I'm supposed to be getting said bookshelf as I've been waiting over a month and a half, am I supposed to wait one whole year for this??? Now, I'm on hold with their customer service.. Secondly, the dining table I bought had scratches that were not there when I first purchased. They don't issue a refund and just state that well, it's wood, so I should expect scratches. Yes, natural scratches, not ill mannered man-handling of my fully paid for item. When I picked up the dining table and the bookshelf, some customer was told that they lost or sold his dining table. What a mess here!!! I like the look of the real wood, but the customer service is not good at all. They do not take care of your items, when you pick it up, there's scratches that were not there before, or, if you were the poor guy coming to pick his table up, maybe they don't even have your table anymore. Low class. I don't know what's worse, man handling of my table or losing a table and being possibly able to obtain a refund.
Update: Just called them and they said it's ready for pick up. I said are you sure it's not the floor model? and they said we have the floor model ready for pick up. I specifically ordered online because there's a big man made scratch on the floor model!!! This is the second time they tried to let me leave with a floor model!!!! WTH.
Update 2: A week after update 1 and several emails and phone calls to head office and no response. Heartland store told me to contact head office. Left many voicemails. Must be one guy manning the phone at head office, if there's anyone there. Who knows when I'll get this bookshelf, if ever, and I wonder if I just gave them my money for free.
I feel awful recommending people to this place, (I did, when I first purchased and did not know this is how they treat customers). I recommended based on the wood's natural beauty, but you are definitely better off buying elsewhere and even getting your own custom reclaimed wood.
DO NOT BUY FROM HERE. NO REFUND. NO ITEM. NO ITEM AFTER THEY TAKE YOUR MONEY. NO.NO.NO. BE FOREWARNED!!!!!!! DO NOT BUY FROM HERE, YOU WILL MOST CERTAINLY REGRET IT.
It's Jan 20, 2016 now and Artemano picked up the phone and they said they will deliver to my place, so a week and a half or so I call the store itself, but I just spoke with Heartland Artemano who told me they will be delivering my item to the Toronto warehouse and then deliver it to me. Which makes no sense as this can cause damage, add weeks to the delivery and seriously, I live right by there. Artemano, why don't you just offer me a discount for all this trouble or the refund I've been asking for? This is horrible. By the way that 1-877 number does not work, the only one that works is 1-450-687-0214, with a chance of one of fifteen tries (per day) you get someone on the phone. I just hope that once I receive this item there are no scratches that they will blame on me, the service is horrible so they probably would blame it on me. We will see. Honestly, the amount you paid UPS to deliver the item to me, you could have offered to me as a discount or credit and force me to pick it up at the store. I would have used the credit or discount at the store instead of wasting the money on UPS. Then that's like advertisement in my house of your items. But because of your insistence of no refund even though I NEVER saw the item yet and it's coming from the warehouse, I mean, I can imagine that there may be defects on this item... not to mention the wait time... like I have no words anymore of all the wrongs done here.
update: Jan. 28/16 - They decided to give me a refund. I think they've gotten wind of my bad reviews of their company. Hopefully, they fix their customer service.
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