WoodandHeartsReviews of woodandhearts.com

To start, they lied about their shipping date. I ordered my stuff November 20th giving it more than a month to get there by Christmas. On December 2nd it still hadn’t shipped out so I emailed. They immediately created a label and said it shipped out that day. A couple days later it still said that the label had been created but not shipped out. I followed up and was told that it definitely shipped out that day and tracking just needs a bit of time to update. Lo and behold, 6 days later it finally actually shipped out. 2 1/2 weeks after ordering. Inevitably I then experienced shipping issues, which are not their fault, but given that there was little time left to allow for shipping issues, the packages did not arrive by Christmas. One of the packages got separated from the others in Poland and therefore had an issue with US customs because it had been separated from its item manifest. FedEx held this box for weeks. When they reached out to the company to get an updated manifest, the company told them no. That there was no way to say which items were in the box so they weren’t going to update customs. Thankfully, fedex finally reached out to me and I had to be the one to fill out a form and send it in. If I hadn’t done that, the box would have been sent back to the company. Along the way I reached out to customer service and got a lot of jolly “Don’t worry! Everything’s been handled!” Messages and none of it was true. They lied about shipment date, and they lied about customs issues being handled. The items themselves were good quality, other than the paint not matching on one of the panels, but that’s a small issue. Customer service is responsive but they’re telling you what you want to hear. I don’t think I’d order from them again.

I normally do not leave a review, but this company has called, emailed, and will not leave me along until I do. So, here we go. Here are the facts. They asked me to give a review before I even received our order. We bought the climbing gym in November to have for Christmas. We received it well into the new year. So, naturally, I wrote We have not received the order yet. After receiving the order, the company did reach out via email and apologized for the delay, gave a $30 merchandise credit and a $30 refund (for a product over $300). They did not have to give a refund or credit, which was at least something. We will probably not use the $30 credit because most of their products are expensive and after this experience, not sure that $30 credit is worth it. They asked me to update my review, which I would have BUT then they did not give me a link to update it. The company proceeded to call multiple times (and when I say multiple times, I mean left me MULTIPLE voicemails), asking me to update. I emailed back stating I would update but either I didn't get the email or it got lost. They said they couldn't send the review link again. And they mentioned to update my review here. I would have given more stars except I felt harassed regarding giving a review, and they did not make it easy or convenient to update the review. The climbing gym itself, my daughter is not that interested in it, and we find her climbing on other items other than the actual climbing gym. The gym itself is a bit wobbly; it does not feel all that sturdy. I would not feel comfortable with my child climbing on it without assistance. In my opinion, it was not worth the cost.

No expected delivery date or updates. I emailed and no response.