Herrschners, Inc — Local services in Stevens Point

I ordered Herrschners online mystery mill ends deal with decent success, so I decided to give their annual warehouse sale a try after seeing it promoted by a Youtube influencer. Unfortunately, they do not (or did not during this sale) update their website in real time with which products were in-stock. I was able to pay for and finalize my order with multiple products that ultimately ended up being out of stock, yet they continued to show as available on Herrschners' website for more than a week after my incomplete order was shipped to me (which took a week+ to ship after payment). Now, a month later, after reaching out to customer service myself to confirm if the missing items are still set to be back in stock this Thursday July 8th, I was now told that they "have no clue when or if they'll ever be back in-stock, let alone ship out". Not only were these items I had paid for out of stock, but Herrschners didn't bother to proactively communicate to me that items would be missing from my delivered order or when I might expect to receive the missing items. I had to hunt down this info on my own. And once again today, Herrschners didn't proactively communicate to me that the original in-stock date was now no longer valid, rather they have no clue if they'll be able to send me my items. I had to initiate the communication. While I do appreciate that Herrschners may have been overwhelmed by the success that this sale achieved and were not prepared to handle the volume of orders it produced, effective customer service that communicates these short comings in a timely manner does go a long way. The customer service reps I interacted with clearly did not care about the missing items and Herrschners short comings in the situation. Had there been any remorse, apology, or proactive communication attempts made to let me know what was happening with my order, I would be willing to give them another chance but none of that has happened. Just a word of warning to others for future sales, don't get too excited for any of their products until it actually arrives on...

Typically I never have had any issues with Herrschners however, after ordering this time around I am not pleased. I ordered a cross stitch coaster set. I got a birthday discount and the set was already discounted. I was like "score!" I got the item I ordered in the mail. I checked the item and the 14 count plastic canvas (according to the item description and the package insert the plastic canvas IS included in the order) was not in the package. I sent a message on their site, no reply. I called and was on hold 18 minutes before talking to someone with a pulse. I was told that in 2 weeks I'd receive the plastic canvas my kit was missing. Two weeks!! Two weeks!! I don't live in the deep jungles of Cambodia. I don't reside in Antarctica. Poor poor poor customer service this time around. Kinda makes me not want to do business with Herrschners again.

Update: I called Herrschners August 24th. The plastic canvas was to be shipped and I would receive it in 2 weeks. I've still not received it yet. Is it the end of the world? No. I can obtain the canvas elsewhere. Point is it was part of a kit that I already paid for. I should not have to go and buy it separately. I really like Herrschners products but sadly, I'm done buying from them. You just lost a customer over a piece of plastic canvas. Don't trust Herrschners to deliver as ordered. Don't trust them to stand by their products and...

Fortunately there is not a category for ZERO stars. I've spent hundreds of dollars with this company and each and every order comes later than the last - with no explanation. I am being sent confirmation emails with delivery dates only to have them change. I have made numerous attempts to discuss the situation with customer service but after being told I can pay the extra $9.00 for RUSH shipping that still doesn't guarantee an on-time delivery I have had enough. What it amounts to is that the orders are not being processed in a timely fashion to begin with - my recent order was placed on Friday and did not leave their warehouse until the following Thursday and is not scheduled to arrive to me until next week Friday. I don't live in Timbuktu. My next recourse is to NEVER order from these insensitive, unprofessional merchants again and to make a formal complaint with the Better Business Bureau. When I've called to try to rectify the situation, even offering to pay for UPS 2nd DAY or Next Day Air myself I am met with a casual, nonchalant attitude. Be leery of ordering from here if you plan on receiving your merchandise in a specified time period. I have never been treated as unprofessionally and 'tossed to the side" AFTER having done business with a company. Shame on you - "Quality Crafts Since 1899" - this must be the second or third...