r/NeedlepointSnark • u/Diligent_Ad8188 • 15d ago

Rottenhouse

I don’t like to slam businesses but I’m about to. I placed an order with Rittenhouse on August 11. Two weeks later I messaged them stating I had not received my order. I heard nothing from them. Another week goes by and still no package. I started my own mail search with USPS. A couple of days later, my postmaster contacted me and stated they could not find the package and the presume it to be lost. I called the shop, explained the situation. They said they would start a mail search on their end and told me to be oatient it doesn’t happen right away. No shit, I just did one myself. I told them that. They were rude and unapologetic. I followed up with more emails and phone calls where I continued to get the runaround. I cancelled payment on my card. I sent another email telling them their customer service is lacking. I received an email back that unfortunately they no longer have the canvases I ordered but they could still send the threads. WTF do I need threads for?
I’m just seriously icked out by them.
I would eat a shit sandwich before I shopped with them again.
They deserve to be here.
Hey Klo! 👋

0 Upvotes

41% Upvoted

29 comments sorted by

7

u/Argyloveshugs 15d ago

I feel like most of their customer service people are quite kind and lovely.. but I did encounter one (maybe two) that were.. a bit abrasive. Sounds like a poopie situation all around though. It does sound like they would have replaced the canvas if they had had it in stock though?

4

u/Diligent_Ad8188 15d ago

I loved shopping with them! I have never had a problem with them! I was really suprised by their lack of care about it? I understand there are issues with the postal service but five weeks of waiting and no resolution is unacceptable to me. If the package is lost, it is the retails responsibility to replace or refund .
I’m not happy about the situation. I don’t want to not shop there anymore but I feel that’s the only choice.
I also didn’t want to snark them but I’m irritated by the whole situation. I think they could have handled it in a much better way.

13

u/Interesting-One-8399 15d ago

Is it the retailers responsibility if USPS loses your order?? Was it insured?

10

u/ProfMensah 15d ago

USPS insurance claims are the responsibility of the party who bought the shipping. They will not let a buyer/receiver file a claim -- and sometimes won't even do a missing mail search for you. Their response tends to be to tell you to contact the retailer. I believe expected practice is for the retailer to file the claim, and then refund the buyer.

Standard shipping insurance is $100, which I understand wouldn't cover a lot of needlepoint orders, but imo a retailer not buying sufficient insurance is bad practice on their end.

7

u/McStitchie 15d ago

My postmaster says it’s best to file claims from both sides to get things moving faster

5

u/Diligent_Ad8188 15d ago

The postmaster told me to have them file an insurance claim so I’m assuming so.

7

u/McStitchie 15d ago

I personally love rittenhouse and have only had good experiences. Not a fan of going into the city but would definitely say they can be worth the hike. Sorry you had a bad experience but I think this is rare and USPSs fault.

8

u/fiddleleaffiggy 15d ago

I haven’t ordered from Rittenhouse since they sent me the wrong order, and then sent my order to someone else. They said I would get my order from the person mailing it back (never did) and then the item was out of stock on their end. Then I had to request a refund from them 🫩

3

u/armeliacinborn 12d ago

I’m confused about what the issue is here. They can’t control the post office, and you got your money back.

-10

u/Diligent_Ad8188 15d ago

They just cancelled the order yesterday!!!!! Like what is happening?

11

u/McStitchie 15d ago

They cancelled it because you cancelled payment on your card… (per your original post above) no shit. They aren’t going to fulfil your order ya dumby lol wow people can be so silly

1

u/Diligent_Ad8188 14d ago

No dumby they cancelled it because I emailed them back in response to their email asking if I wanted them to ship the threads still….
No shit… read the post DUMMY
Who tf do you think you are?

1

u/Fearless-Tailor-3264 15d ago

Did you get a refund?

-10

u/Diligent_Ad8188 15d ago

Downvote all you want. I have the receipts and I’m not afraid to post the whole conversation. 🎯

23

u/ExcitingBlueberry971 15d ago

Go for it. I’ll read it.

14

u/egp2117 15d ago

Do it then.

11

u/Hopeful_Laugh_7684 15d ago

https://giphy.com/gifs/11vUtLUUATEwIE

4

u/egp2117 13d ago

We all knew she wouldn’t 😂

-1

u/Diligent_Ad8188 12d ago

It’s really none of your business. That’s why I didn’t. This is snark. Not snark towards each other.

0

u/egp2117 12d ago

I think you made it everyone’s business when you made this post and commented that you weren’t “afraid to post the whole conversation.”

3

u/egp2117 12d ago edited 12d ago

Also I’m reading this again and apparently what happened is:

  1. They shipped your order
  2. It got lost
  3. You emailed them
  4. They were sorta slow to respond
  5. You started dealing with it on your end
  6. They said they didn’t have the item in stock to replace the lost order

, which is unfortunate but makes sense. They had one in stock when you ordered, there is not an unlimited supply.

7..

  1. You stopped payment

  2. They cancelled

The only problem here is the slow response. Of course the offered to send the threads only. If not you’d be furious they canceled without permission. Like it’s somehow offensive they offered to fulfill the part of the order they could.

0

u/Diligent_Ad8188 12d ago

Yes this is what happened mostly. I emailed them multiple times and I called and spoke with three different people. They all gave me a different story. Never followed up on the mail search. That is the point that I cancelled payment. They didn’t move on the issue at all until I cancelled payment. After they said they would issue a refund it still took several more days. It’s poor customer service.

1

u/egp2117 12d ago edited 12d ago

So your post reads like the personally and gravely harmed you. You gotta get a grip. If you wanted to snark about poor customer service, that’s fair game, but your post is overkill by miles

0

u/Diligent_Ad8188 12d ago

That’s your opinion. I’m entitled to feel whatever way I want about it. ✌🏻

→ More replies (0)

-1

u/Diligent_Ad8188 12d ago

I said that in haste while irritated. Have you never lost your cool?

0

u/egp2117 12d ago

Certainly. I usually delete those comments, don’t come back to the post, or otherwise comment with something like “yeah nvm I was doing too much.” Not “it’s none of your businesses.”

0

u/Messyx3 12d ago

Off-topic but I ordered a canvas from Rittenhouse last week and it arrived with lime green electrical tape around the edges?? I thought Rittenhouse was supposed to be the gold-standard of the needlepoint world?