I recently ordered two hammocks and hanging kits from Hammocks.com on Sept. 7th, 2008. I received the hammocks on Sept. 12, but one of the hammocks sent was not the one I ordered, and I did not receive the hanging kits. I contacted Hammocks.com on 9/15 and requested the correct hammock be sent to me, and I would return the wrong hammock. I received an RMA from Hammocks.com and immediately sent the hammock back via FedEx, which Hammocks.com received on 9/19/08. In regards to the hanging kits, I was told they were not available, and did not know if they ever would be, so they credited my charge card.

I called hammocks.com on Sept. 24, 2008 to check on the replacement hammock being sent to me and was told by customer service that the return hammock had been received, but the warehouse had not inspected it yet, and that would take another week. I was told that if I wanted the replacement hammock sooner, I could go ahead and pay again, and when the warehouse had inspected the returned hammock I would receive a credit on my credit card. I declined this offer, and decided to wait the week for the warehouse to inspect the returned hammock.

I called hammocks.com again on Oct. 6, 2008 and was again told the warehouse had not inspected the returned hammock yet, and it could take another 1-2 weeks. Again I was offered the option of purchasing a new hammock and waiting for a credit once the warehouse got around to checking in the wrong one they shipped me originally.

After voicing my disappointment and lack of satisfaction with hammocks.com, I was basically told “too bad, this is the way we do business. The warehouse will probably inspect the return within a week or two, but I can’t guarantee this.”

At this point, I do not even need the hammocks, they were for a special event scheduled for October 1st. I am less then thrilled with hammocks.com, and was very surprised to come across the Customer Satisfaction Guarantee:

We are committed to providing you the most complete selection of quality products, at the best prices, from the most helpful product experts in the business. We stand behind everything we sell at Hammocks.com, and promise you the absolute best online shopping experience. We have done everything possible to make purchasing at our site the best option of any existing retailer online or offline. We really pride ourselves on offering an unparalleled selection, excellent product knowledge, and fast service. If we are fortunate enough to earn your business, we will do everything possible to make sure this is one of the best online retail experiences you have had.

I must say, this is one of the worst on-line experiences I have ever come across. I think the hammocks.com employees need to read up on the customer satisfaction policies. It would be one thing to return something I didn’t want or like, but I was sent the wrong hammock, one that I did not order. I think a little customer satisfaction is in order!!