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Disappointed With Hearne Hardwoods

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rant
29K views 118 replies 52 participants last post by  Pono 
#1 · (Edited by Moderator)
I received my order today that was purchased with the gift certificate my daughters gave me for Christmas. I was very disappointed and feel like we have been taken advantage of: The sycamore slab was not only warped 2" over a 4' length but was also twisted 3/4" over the same span. Looks like VERY expensive firewood to me. The maple was priced higher than their site showed because it was "highly figured". The figure was very average in my opinion in both the curly and birdseye. The zebra wood was OK but had about an inch of sapwood along one edge which I can live with but hated to pay for. I was mostly upset because my daughters spent their hard earned money on this nice gift for their dad. I don't want them to see it because they are both knowledgable enough to realize that we weren't treated very well by Hearne. I called and expressed my disappointment to the nice lady who answered the phone who said she was very sorry. I was polite but in my book, 'sorry don't feed the bulldog'! Rant over. Thanks for listening.
 
#3 ·
know your pain
i used to be able to walk into the store
and buy what i liked

now there isn't one exotic wood store
in all of the state

and buying online
is so expensive
all i can afford
is blah wood

cookwoods used to show pictures of every board
but they changed their site
so you don't get to look at them anymore

but they do treat you well
and you can talk with the nice lady there too
 
#6 ·
I would demand replacement wood or a refund, or if you can live with the defects, a significant discount.
I have to buy 90% of my wood online, so if I have an issue like that I would not be happy, and I would make sure the outfit I purchased the lumber from knows that.

I've purchased from bell forest a lot and have great experiences all around.
Rockler too, and even ebay.

And +1 on spreading the word if they don't make this right.
 
#7 ·
I am about an hour and a half from Wall Lumber and it is worth the trip. I just had them delivery some alder because it was just to big of an order to do by myself, and every piece looks great. As for ordering online, I have always been afraid to, just because of what has happened to you Andy. I hate that it happened to you and I hope they make things right.
 
#10 ·
I have had a lot of luck with chad over at CR Muterspaw http://www.crlumber.com/ In some cases the wood is cheaper and easier from them even after you include shipping from buying locally. they have bulk packs which are great for stocking up the lumber rack but you can also buy individual boards or matching boards for specific projects.

If you asked for them to make it right, and they've said tough ********************, then I'd consider filing a complaint with the BBB that's what they are there for.

-jeremy
 
#11 ·
sorry to hear of a bad deal like this. knowing your daughters meant well, and to have something like this happen. I think I would call Hearns back and try to talk to someone higher up. maybe, if they are decent at all, they'll do something for ya. it's a bummer tho
 
#13 · (Edited by Moderator)
Andy, truly sorry something like this happened to you. I've had a few bad experiences buying on the Net. But advantage is on your side. I would email them instead of calling. Email puts what you say and their response in writing. Later on, depending on the outcome, you can post on Twitter or FaceBook, but tell that you're about to do so. And because the Net is so huge, a negative blog from a badly treated customer can do them a whole lot of damage which, if they are good businessmen, they'll make it right by you. I would tell them to send you an UPS Call Tag which will ship the stuff back to them w/o costing you the return freight. Then demand that unless they replace the merchandise, you are prepared to to post a report with WWW , LJ, the BBB and whoever you can think of. Sometimes the error is made by a small guy on the totenpole, but the head guy is the one to contact. It's his business you can hurt - the little guy could care less. Don't call, Andy - email. I see Hearn's ads in most wood related magazines. I can't imagine them pulling something like this and think they can get away with it.
 
#14 ·
Thanks for all the support my friends. I feel like they just thought this dumb 'Okie' wouldn't know any better and accept whatever they sent. I have no desire to get in a long distance confrontation with them. I've learned my lesson and will find wood locally that I can see before I buy. If theycontact me I'll be sure to let you all know what they say. I'm probably wrong but I feel like the ball's in their court. I called and expressed my dismay. If they are on the up and up they will make some attempt to rectify the situation. This order involved $350 which I'm sure is nothing to them so they don't care if I'm happy or not. This was a suprise or I would have warned my girls against dealing with those above the Mason Dixon line.
 
#15 ·
That is a real shame, especially as a gift you could choose for yourself. It seems that all the honesty has gone out of ANY company selling ANYTHING, they'll do anything to take your money.
I have always steered away from buying unseen or untouched lumber, even though I don't have any exotic types I can never actually trust what companies selling products online say about their offerings. The good vendors are outnumbered by the fly by nights.
You need to take them to task over the crap they sold you, it may help them become more aware that it's not the way to have customers.
 
#17 ·
Hearne has always considered himself the gourmet vendor with prices to match. While he may have a few extraordinary individual pieces, his inventory is hardly any better than most others.' I would return the goods for replacement at their expense.
 
#19 · (Edited by Moderator)
Andy, I sure wish you would call them again and ask to speak to a supervisor about this.
  • To give them a 2nd chance, maybe it was just the person you spoke to.
  • You should make a better attempt to be treated fairly.
  • If you challenge them, it sends them a message that it is not right to treat folks like this, and we won't put up with it.

Then if they refuse to do anything about it, then tell them that bad advertising travels way faster than good advertising.
 
#20 · (Edited by Moderator)
Rance, That's probably a good idea but I'm not sure there is a 'supervisor'. If you look at their website they purport to be a 'family' business. I'll give them until next week to do the right thing (and for me to cool off) and then I'll call and ask them to make it right but I don't expect much. Clint, Your tag line describes this situation to a T. I will have to get them to agree to the return at their expense and then they are likely to just send me more firewood but its worth a try. I'd just rather spend my time in the shop rather than trying to deal with people. I deal with confrontation every day and go to the shop to get away from it!
 
#22 · (Edited by Moderator)
I visited Hearne's hardwood a couple of moths ago and the lady on the phone was probably Rich Hearne's wife.

I'd call back and talk to Rich Hearne and tell him about your concerns with the wood that was shipped.

He showed our woodworking club around his place of business and I think he is a reputable business.

This is his wife working at her desk.
Table Furniture Flowerpot Wood Plant
 

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#23 ·
that really sucks andy, there is a place that sells exotics here in sandiego and looking on their website i thought i hit the jackpot but when i went there everything was so high priced and they did have a large selection but i didnt want to buy a whole tree , some of the bubinga slabs were 4 feet by 10 feet 4 inches thick and they must have cut down a whole cocobolo forrest because it was everywhere and was sold by the board not board foot and then there was the snakewood sticks that after doing some math it was about 300 bucks a board foot!!!! with sapwood. if you want good quality lumber you have to go to a larger vendor and hand pic your lumber because if i just order and have it delivered i get all the twisty windy unwanted lumber that has already been picked thru. i also get sheet stock that has been picked thru. with the bad economy everybody is trying to make a buck so buying online is risky and you dont know who is picking your lumber, their either 10 years old or they dont read or speak english need i say more.
 
#25 ·
Andy, Everyone's right on this. I called for a replacement part for my Delta LA200 Midi lathe and was told it was not supported any longer and no parts where available. I asked what I was supposed to do with my lathe, the "nice lady" said throw it away and buy a new one. I vented my dissatisfaction on here and a couple of other woodworking sites. One of the engineers at Delta happened to be reading post on LJ and saw it. I got an email from the VP for marketing at Delta apologizing and by way of an apology he sent me a brand new Delta 46-460 Midi lathe. The point is if you don't voice your concerns they will keep doing this and another person may end up with a pile of $350 firewood.
 
#26 ·
UPDATE: A lady from Hearne called me this morning and asked that I return the bad part of my order via UPS (at their expense) and she would refund the girl's money or ship some better wood so I feel somewhat better about this company. UPS should pick it up next week so it will probably be at least 2-3 weeks before I see what happens. I will update you all as soon as I know more. I really appreciate all your comments and support.
 
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