Hammacher Schlemmer

Full review
MY COMPLAINTS
Substandard website and ordering process, untrue advertising, and customer service doesn't communicate well via e-mail. Terrible return policy for sending back defective/falsely advertised product.

THE SEARCH:
My son will be leaving for college soon so every gift he receives gets him one step closer to having a comfortable dorm room. This Christmas we decided a small refrigerator would be great. After a week of research, we decided on a Portable Personal Refrigerator by Hammacher Schlemmer (a pricey $129—most are in the $30-$70 range). It was the only PRF that cooled to a temperature (per their website) to handle perishables and it had their life-time guarantee. The others available on the market were smaller and meant just to chill pop/beer/wine. Since this would hold everyday items, we needed the big guns of the prices PFR.

THE ORDERING PROCESS:
I found an online coupon to get me free shipping—I never order anything online without searching for a coupon. Unfortunately, nowhere in the check out process does it show that a coupon has been applied. I didn’t receive a confirming e-mail because I typed my e-mail address incorrectly—a simple check of my e-mail address (most make you type it twice to verify it) would have prevented the problem. Since I didn’t have a confirmation and the final screen said I had paid shipping –this resulted in my first e-mail to customer service.

THE FIRST E-MAIL
On Sunday, November 24, 2002 12:28:00 AM, xxxxxxx@yahoo.com
> wrote:
”Question: Two problems--first, I typed my e-mail address incorrectly.
I typed xxxxx2003@yahoo.com it should be xxxxx2002@yahoo.com
(thus I didn't get an e-mail confirmation). Hopefully you can correct
that.
Secondly, I entered the catalog code that was to give me free
shipping--evidently I typed the code wrong as I see shipping on the
final screen. Please contact me and let me know what can be done to
correct this order. “

FIRST ANSWER
I received the following:
Dear XXX XXX:
>
> Thank you for your recent order. I have corrected your email address.
> Your order shipped out earlier this morning and should arrive in 5 to 6
> business days.
>
> Your satisfaction is a priority at Hammacher Schlemmer. If you require
> any further assistance, please contact me by any of the methods listed
> below. Thank you.
>
> Best regards,
> LuAnn Trueman
> Voice: 1-800-233-4800 (8am-mid EST, 7 days a week)
> Fax: (513) 860-3589”

SECOND E-MAIL
On Sunday, November 24, 2002 12:28:00 AM, xxxxx@yahoo.com wrote:
>
> Thank you, but you didn't answer my second question--about the free
> shipping discount that didn't get applied when I placed the order. I've
> check online and can't see that there were any changes made to the order
> (see my e-mail below for details).

SECOND REPLY:
Dear xxxx xxxxx:

Thank you for your reply. I regret the web site currently is not capable of calculating changes to shipping charges. You were not charged any shipping charges on your order. You may verify this information with your credit card company or on your statement. I apologize for your inconvenience.

If you require any further assistance, please contact me by any of the methods listed below. Thank you.

Best regards,
LuAnn Trueman
Voice: 1-800-233-4800 (8am-mid EST, 7 days a week)
Fax: (513) 860-3589”

IT ARRIVES!
Excitedly we unpack the package—turns out the entire thing is made of plastic, disappointing as it looks so cheap. We test it out by putting a digital thermometer inside. It comes nowhere near its claim of "set to chill down to 45° below ambient air temperature, and it can also be set to keep food warm at 149°F". We put it in our unheated garage with an ambient temperature of 55 degrees—it would only cool to 42 degrees, in our heated house it came no where near 40 degrees below the ambient air temp. We would have been better off placing the food outside as 42 degrees is not cold enough for perishable food.

I returned the product per their specifications (UPS) at a cost of $28.00. They refuse to refund my cost to ship the defective/misrepresented item back.

I feel it's unfair to make a customer pay $28 for an item that was misrepresented/faulty.

THE DISMISSAL
Their reply to my e-mail was, "Thank you for your inquiry to Hammacher Schlemmer. I do apologize for the inconvenience that this item has caused. However we can only refund up to the original shipping and handling charged in the order, however looking into your order you had a free shipping offer. So unfortunately we can only refund the amount of the item to you since the item is not defective. I apologize for the inconvenience. Best regards, Mandie Herald Voice: 1-800-233-4800 (8am-mid EST, 7 days a week) Fax: (513) 860-3589"

By the way, notice anything missing? This was the first e-mail that their slogan "Your satisfaction is a priority at Hammacher Schlemmer. " was not included in the e-mail. Hmmmm...........

So, I'm out $28 for an item that did not live up to its stated performance. I can’t imagine any other retailer making someone pay to return a defective item. I do about 70% of my shopping (both holiday & day-to-day) online. I shop the Sharper Image, Amazon, Borders, Chadwicks, Old Navy, Lands' End, etc., and I can’t imagine any of them expecting me to have to spend $28 to return an item that was falsely advertised. I’m extremely disappointed.


Here's the link to the information on their site: http://www.hammacher.com/publish/65795.asp?promo=search

SECOND CHANCE?
I'm escalating my request. I'll post the resolution when it comes.

- - - - - - - - - -

************* UPDATE 12/21/02 ************
The item I purchased was found at Sears for $60---I would highly consider shopping around for any item found on this site before purchasing! I didn't buy it, because it still won't cool low enough to store milk, however, at least Sears isn't misrepresenting the item.

***************** Update 1/9/03 ****************
I got a call from a "supervisor"--I was out so returned his call (although I stated I preferred an e-mail). He made me re-tell the entire story (why he couldn't read the many e-mails is beyond me--it was a simple problem with a simple solution).

The funniest thing he said to my complaints was, "it all depends on how you define ambient air temperature." I said, "Would you like me to get you a dictionary? He replied, "Well, it's obvious if the air is 45 degrees it's not going to cool to 0." I said, "EXACTLY! That's why I'm returning it--it advertises that it does!" He said, "I agree with you and I'm sending this to legal."

It's still being falsely advertised and although he said they'd be crediting the return shipping I haven't seen anything yet.

So, this cost me--hours of frustration, a long distance telephone call, a trip to UPS to ship it out and time to track it all. What a pain. The good news is we did buy a Frigidaire and it's working BEAUTIFULLY! I'll do a review on it soon.

Oh, and I'm on their mailing list now--they couldn't send me any saying that I'd been credited, but I did receive a catalog--it's in the TRASH.

*************UPDATED 1/26/03**********************
I'm still waiting for the promised refund. I faxed all the information he requested two weeks ago and still no refund to my credit card. I'm e-mailing AGAIN. How frustrating.

********UPDATE 2/3/3 ************
Still nothing by e-mail or telephone, but I did check my credit card and there was my $28 refund, posted on 1/28 (just after my last e-mail...hmmmmmmm). You'd think they could have written me a note to let me know. Honestly, I would have rewritten this review to show that they do stand behind what they say, but I honestly can't since they didn't follow through.

UPDATE 04/19/03
I FINALLY found the perfect mini/compact refrigerator--here's the review: http://www.epinions.com/content_96690212484