Hilltribe - Sault Ste. Marie, Ontario P6A 1X3 (Station Mall)

Do not buy from them online. | by Tami bizer on Dec 29, 2015

I have never been so upset with a company that I have felt the need to "complain". i ordered a Insence holder for my daughter for Christmas. I payed too have it shipped to me by the 23rd. The owner Janice also graciously payed the same amount "she says" to make sure it was delievered on time. The 23rd came and went, with no package arriving. I called on the 24th and talked to Janice and she told me there was nothing she could do until Monday, hopefully it would come. Monday the 28th came, still no package. I checked Canada Post Tracking and the last scanned date was for the 18th. The package had not left Canada yet. I also called Canada Post, they told me the same, it had not moved and as a the receiver I could do nothing, the company would have to open an investigation. I called Janice back, she told me the post office was not open that day, even though I had just got off the phone with them, and to call back tomorrow, Tuesday and she would refund my money, she was too "Busy" at the moment doing inventory. I also asked her if the post office should refund her and I both our money for paying to have it shipped by a certain date and not receiving it....she told me she was not going to pursue her $30 over a "small incense burner". Now, $30 may not be much to everyone, But to me and a lot of people paying an extra $30 on top of the purchase price of something is quite a bit, especially this time of the year, and this "small insence burner" that she referred too was the only gift that my daughter had her heart set on for Christmas... Tuesday the 28th, I call Jance to get my refund, after still not receiving my package. She informed me that she went to the post office, my package was in transit and I should receive it by Friday, At that time if I wanted my money back I could return it and get my money back. So, I immediately called Canada Post, again. This time speaking to a Tammy. She informed me that the package still had no scans on it since the 18th and seven days later should in fact have many scans making its way to me. That there was no Friday date for delivery. It in fact is "lost". Again telling me the sender would have to be the one to open an investigation... Herself being in disbelief that a company would not automatically purse this or refund the money back....So Ultimately I was lied too by Janice, by her telling me it would be here by Friday, after refusing to refund me my money, after she said she would...So it is now the 29th of December, 7 days after the date i was supposed to receive my package. I have no package. I have no money back. I have been put off. I have been lied too. This to me, is not how a company should be ran. This is horrible customer service and the fact that it came from the owner, makes it that much worse. I have NEVER encountered such bad service from any company. I would highly advise anyone who wants to place an order from this company to think twice before they do. You may not get your item or your money back like Janice from Hilltribe Onterio has done to me. I hope no one else has to go through this. Especially another child who didn't get what they wanted for Christmas because of crappy customer service.