Oakridge Hobbies, Toys & Gifts - OakridgeStores.com — Local services in Lemont Township

The following message has been updated to include a response.

Ordered nearly $150 worth of product, and had an extremely disappointing experience. Several of the items never arrived, and in the lot of those that did, a handful were broken. I attempted to connect with the business over telephone, and what I experienced was the worst example of customer service I have ever had. The woman who answered appeared to have zero interest in talking to me. I attempted to provide a detailed list of items that were missing or damaged, and I was informed to just send them back, before being hung up on. Because of this, I filed a PayPal request return, where I provided a written list of items that did not arrive, a list of items that were damaged, and a list of items that were being returned for other reasons. I filed the complaint on March 6, and received their initial response the following day. In this response, Sue Robb suggested that I was lying about the damaged items. I responded, asking for return instructions once again. After a month of no further contact by the sellers, Paypal awarded a full refund, more than I was attempting to receive. Paypal closed the case on April 1. Later that week, I was sent a return label. I was not contacted by telephone or email in an attempt to rectify the situation. The overall lack of professionalism is deeply insulting, and based on the responses they've provided to other customers on Google Reviews, it appears to be an ongoing problem. Perhaps individuals working for the firm should undergoing some customer service training. Alas, based on this extremely unfortunate experience, I would recommend avoiding online purchases with this store.

RESPONSE IS AS FOLLOWS: You’re now lying on a google review; you never emailed me in regards to my refund request. My initial contact was via telephone, which you responded without providing instructions for returns. You never informed me of a restocking fee throughout this process, and this is the first time it has ever been mentioned to me that a return label would not be provided. If you had responded via Paypal, as you claim, you could have cited this return policy. Paypal would not have closed the case citing a lack of response on your behalf. They did not drop the ball, you did. They did not forget to respond to customers, you did. If you acted with even a hint of professionalism, this would have never been an issue. You can be in business for over 30 years, you can pretend like that supports your reputation, but when over twenty percent of your Google Reviewers give you 1 star, there might be a trend to consider. You’ve responded to every one of these negative reviews, but you don’t have the time to respond to Paypal disputes. Perhaps you could spend more time providing good customer service rather than attempting to atone for your poor behavior. Bragging about how you have a 98% 5-star rating when you’re averaging 3.9 doesn’t do much to support your claims either. Once again, I strongly urge you to reconsider the way you communicate...

Terrible! A month later and I still don't have everything I ordered! I odered a miniature kitchen set for my dollhouse through their online department. That same day, I also ordered some dollhouse flooring. The kitchen was not in stock, so they had to order it through the supplier, no big deal, I expected that. Fast forward a few days, I was expecting shipping notification any day and I wanted to see if I could add some miniature chairs to my order. When I called, the guy who answered looked up my order, and told me it was all there and ready to ship, but that they could hold it while they waited for the chairs to come in. Fast forward 2 weeks and I still hadn't heard anything, so I called back. The woman (I'm pretty sure she's the manager) I talked to this time said everything was there except the kitchen...wait a minute, you mean the kitchen that I was told had already come and I had already paid for?...that kitchen?! Yep, that kitchen. Over the next 2 weeks I called a few more times. They did send the flooring and chairs, but only after I said that I would be in the area the next day (she said the kitchen should be there in the morning) and I can pick everything up. She said that she would call me back the next day (the day I was in the area) and when she did, the kitchen still hadn't come. She simply offered to send what they did have only to change the subject. The next time I called, she (the manager) even "tracked" my kitchen in an order from the supplier -- which was a total lie. I finally got them to admit the original kitchen had been sold out from under me. My kitchen that I had already paid for was sold to someone else. She tried claiming that the guy I had spoken to must have failed to pull it from the shelves...by now I was so fed up that I just asked for my money back, and I didn't waste my breath telling her that I knew she was lying because that particular kitchen had been ordered specifically for me. As of this writing, I have an email stating the refund, but not enough time has passed to see if it went through to my credit card. Don't order from...

Brilliant people and amazing deals on their site!!! I totally encourage those looking for Lawn Fawn items to check this place out - it's not often you see more than 20% off brand new Lawn Fawn stamps and dies. And their clearance items? Blew my mind - only regret is not picking up the Simply Celebrate Winter stamps and cute Little Flower dies... which means return haul! Their shipping is on par but I found they're willing to work with you, even if it's your own fault for forgetting to include an item. Susan readily assisted me in such a way that not only would I not have to pay for a separate shipment but the shipping cost didn't jump up either! I LOVE that kind of service and more so because it's rare to find well mannered, competent and proficient professionals these days.

Another mention is Chris, who patiently answered all my questions on two different occasions. During our first call, he did not rush me off the phone and spent 15-20 minutes explaining their shipping methods, how a computer algorithm dictates the price and that I was welcome to call him, after I made my purchase, to receive back any excess shipping costs (my items are flat, relatively small and light enough to be stuffed into one envelope).