Smith & Hawken

Full review
I am always satisfied with the quality of Smith and Hawken's products, however, their online ordering and customer service is a mess. I recently ordered three items from their website, requested standard USPS delivery (which was confirmed in their computer generated receipt), and provided a shipping address other than my billing address. The shipping address was a Post Office Box. S & H sent each item separately, via Federal Express 2 day shipping (which they charged me for), and each item was shipped to a different address. The first item was shipped to my billing address, but without my apartment number included. After several phone calls to Federal Express, this issue was resolved and I received the item. The second item was shipped to the shipping address, but Fed Ex does not ship to post office boxes. Even after several phone calls from both me and Federal Express, S & H was unable to resolve the incorrect address issue, and Fed Ex returned the item to S & H after 5 days of trying to confirm the correct address. (I am still waiting for S & H to contact me about the returned item, or credit my account for it.) The third item was also sent to the P.O. Box shipping address, and thanks only to a dedicated Fed Ex delivery person, who stopped at the post office where the post man told him the street address of the recipient, this item was delivered. With each call to S & H over 2 weeks of trying to resolve this issue, I spoke to at least 6 different people, each more clueless than the last. Once when I called the customer service rep told me her computer was too slow (she hates computers!!!) and she would have to call me back. Of course, by the next day, no one had called me back, and I had to call back. The did credit me for the FedEx shipping eventually, but all other issues remain unresolved. Overall their customer service is uninformed, unprofessional, and unhelpful. Their shipping department is apparently incompetent. I will stick to the brick and mortar store in the future when it comes to this retailer.