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The good, the bad, and the ugly - discover what customers are saying about Ira Wood & Sons

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7:52 am EDT
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Ira Wood & Sons KITCHEN SINK

I purchased a white Blanco Sink, two strainers and a white faucet on July 26th. It was supposed to arrive within two weeks. It didn't arrive until September 9th, I had a hole in my counter for this entire time period. When it arrived box has dents in it, the sink was cracked in the middle. When I they told me to get the sink sent back would take approvals, and would I like another sink? after 6 weeks I sure couldnt take another 6 weeks with just a hole where a sink belongs.

It is October 5th an I am still waiting for what I am suppose to do with this broken sink. Ira woods have told me they are waiting for approvals to send it back.

I finally went to the local hardware and bought a sink. Ira woods has refused to refund all of my money for the strainers and the faucets they claim restocking fees, and have told me the faucet was a special order so I will only get 50% back. The faucet was not a special order, their sales rep never mentioned the faucet as a special order, I ordered this peticular faucet per his suggestion, I wanted a white faucet that wasn't expensive, and one that would fit a one hole sink.

I have asked for a full refund, I have explained that I would not have to send the faucet and strainers back if the sink would have come in one peice. I would be enjoying everyting. I was told that wasn't their concern that is was my choice to order the strainers and faucet.

I am really just stunned at the customer service attitude, what am I to do with a faucet and white strainers made for a white blanco sink that is broke?

I just want my refund and to forget this ever happened. I am out over 400 dollars and they are not budging. I just received a note today that they are not giving me anything back for the strainers now, they claim they only got part of the strainer back? The box was never opened, so if there is parts missing that is how they shipped them to me.

DO not order from IRA Woods and Sons they do not stand behind product, shipping or service.

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kentuckywonder
Orinda, US
Mar 04, 2011 5:09 pm EST

Ira Wood has unethical business practices, approaching fraud. Never, ever purchase anything from Ira Wood.

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8:54 pm EDT
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Ira Wood & Sons Shipping Scam

I bought several light "travelers" coffee cups from them and they jacked me on the shipping, when I tried to cancel they wanted to charge me $22! I know I am a soldier in Iraq, but it doesn't cost $37 to ship three coffee cups. I tried to contact a manager, but they have no contact info for anyone except sales and customer service, who basicially told me "oh well".

I mean this truly, I think this is BS and they are charging me for express but shipping it Parcel and pocketing the extra $27. I'll see when the box gets here what the actual shipping is.

Here is my original email and their reply:

From: James D

Posted At: Thursday, May 28, 2009

Subject: Fw: Ira Wood & Sons, Inc.: Quote Only #7487

Hi, I made an order last evening, and was told the items were shipping USPS as I preferred. I wasn't given the postage cost, or I would have immediately cancelled the order, as $37 is a ridiculous amount for "Parcel Post" postage for three coffee cups (two plastic and one steel). After I got the "quote" email, I quickly replied asking if the postage rate was correct or was I charged for "express", as $37 is the USPS rate for express, according to their website. I never got a response.

At my earliest time possible (I am a soldier in Iraq) I came over to the telephone trailer and called and tried to cancel, but the girl said it already shipped, and canceling now would cost $21! So there is nothing I can do and have to swallow the $37.

I am on my 3rd tour in Iraq and know for a fact that it doesn't cost $37 to ship three items with a combined weight of 1lb to an APO address. I went to USPS.com and did my own postage quote, and from your zip code to my zip code, for 1-5 lbs Parcel Post, the postage cost was $10. That is what I was expecting to be charged, and that is what is on their site!

The salesgirl told me you simply charge what USPS quotes, and you don't have a shipping department to do correct postage. I am not one to tell people how to run their business, but I feel like this arrangement you have with the USPS is royally screwing me. I can guarantee you that when that box arrives it is going to have a $10 stamp on it.

I once mailed a 75 lb footlocker from North Carolina to Iraq and the postage was only $22, so how do you (& the USPS) justify charging me $37 for three coffee cups? I thought this might be an error, but the girl said that is what she was quoted, so she put it on the bill. I swear, if she had told me that, I would have cancelled the order right there, as I wouldn't want to pay that much.

Thank you for your time,

James D

Here is their reply:

---------------

James, This is W**** in Sales Support here at Ira Woods and the girl you spoke with ***** was just relaying to you the price given to her. I understand and see where that seems a bit high. I can assure while there is nothing I can do as we must charge what we are quoted.

I can assure that the cost of the shipping on these items will be off set in savings on future orders. I am very sorry of any inconvenience and look forward to doing business with you in the future. J**** will gladly help you in the future and ask her to speak with me on any order you are looking to place so I am personally review it and give you our best possible price.

Thank you for your understanding in this matter.

W*****
--------------&nb

Next email:

W****, no offense, but I really don't see myself buying anything else from your company if I am going to get jacked on shipping, when I can go to Amazon and buy the exact same item for the exact same price and get charged the "actual" shipping price instead of some outlandish "quote" from USPS. On Amazon the three cups would ship for $12. You are charing me $37.

What if USPS "quoted" you $50? $75? Do you guys actually look at what they are quoting or blindly go along, since you aren't actually the ones paying it?

Also, the only question I have it, did the girl actually CALL the USPS, or did she go to the website for a quote? The thing you are ignoring from my previous email is; when I went to USPS and put in the info, I got a quote of $10, from your zip to my zip, parcel post, under 5 lbs. So where did she get that $37 quote from? No offense to J*****, but she told me there was nothing she could do, which is why I emailed you.

Again, put yourself in my shoes. You are talking about "future orders", but if you had to pay an "express" rate of $37 to mail three coffee cups, when you looked it up and saw it was only around $10, would YOU place and future orders?

Thanks for the email, but can you give me the email address of someone in management? Your website only has sales and customer service. I am hoping to send my concern to someone higher up, as I'm sure they would want to know my concern.
Thanks,

James-------
Latest email:
Good morning James. W***** is the Sales Manager. Outside of him the next person up is the owner of the company and I’m not sure how to get in touch with him. He just comes in from time to time to make sure things are running smoothly. W***** was out of the office Friday and Saturday so you may hear from him today. If it takes a little while for him to get back to you I apologize. He’s a very busy guy.

J**

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bribh
Salt Lake City, US
May 19, 2011 2:55 am EDT

www.irawoodssucks.com I started this site because I had a similiar experience with this company. As soon as they found out I had a problem they would not call me back or respond to emails.
I left 8 voice messages, sent 7 emails and even tried to fax them.

DO NOT DO BUSINESS WITH IRAWOODS.COM

Better Business Bureau gave them a C- rating.

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kentuckywonder
Orinda, US
Mar 04, 2011 5:17 pm EST

Avoild Ira Wood like the plauge! Horrible company!

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4:31 am EDT
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Ira Wood & Sons Unethical business practice

I ordered a Fixed Top Table Slate Inlay Matte Black Finish e from Ira Wood & Sons, Inc. on 10/8/07 and table arrived to me on 10/18/07 which has some scratches & chip on the table top & chip paint on one leg but they refused to send me a replacement table due to their vendor freight company, OFDL has denied their claim for their reimbursement. Therefore, customer service rep, Naomi informed me that they will not ship me a replacement table to me and I will have to pay for the shipping cost for them to ship the replacement table to me. I was so sock and upset because I have paid $165 for the shipping cost of the original table which only costs $378 and they wanted me to pay for another table. I have ordered alot of things on line with other good companies like Martha Stewart Co, Lighting Universe Co., ect. and none that treated their customer crappy like Ira Wood & Sons, Inc. did to me. Now, I have to keep their defect table because I can't send it back to them for refund which the total shipping cost will be more than what I paid for the table so I decided to keep it until I can sell it locally. I want to file a complaint on this company so other on-line consumers will be aware of this unethical business practice by Ira Wood & Sons, Inc when they Google on Ira Wood & Sons web site. I feel that they had cheated me on my hard earned money and I hope no other consumers would have to go thru like me when dealing with this rip off business of Ira Wood & Sons, Inc. It seems they don't care how their customer feel because they got my money and they probably know that I won't return the defect table due to I have to incur expensive shipping cost to return their table.

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J. Zadezensky
Houston, US
Apr 28, 2010 2:30 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Ira wood & sons will promise you anything to get you to order. Then they will send you an order confirmation stating that you, by ordering have accepted their rules, and policies as posted on their web site. In my case it was not a web site purchase over the phone, and i received a quotation that did not have that note at the bottom. The note was added on the order confirmation that they sent after debiting my account, and having my money in their pocket. interestingly their rules state that you can't cancel an order after it has been entered. And if you do it will be treated as a retuned product, and they will hit you with a 50% penalty. It would seem that the most profitable part of their business is not selling but applying penalties.
They can quote low prices because they do not intend to deliver, only to collect penalties or ship when the price has dropped in the market if at all.
Do not buy from them unless you are not afraid to have them scam you, and can wait for very long time for them to ship. They are deceiptful, liars, unethical, and their rules are designed to scam anyone unfortunate enough to order from them over the internet. If you read their rules you will not order from them under any circumstance.

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Danielle Sweet
Mooresville, US
May 13, 2010 10:20 am EDT

My parents purchased a Saeco coffee machine from Ira Wood & Sons as an anniversary present for my husband and I on April 11, 2010. The cost for the unit is $1, 000 plus S&H. It was delivered quickly but had a large scratch on the front.
I tried to contact the company but their phone system was defective. Every time you entered an option, it returned to the main menu. I then tried to send costumer service emails (don't ever waste your time doing that!) and even contacted the live chat twice and both times was assured that someone would get back to me. Finally, after 6 days, I tried calling again and reached Matt, a customer service rep. He told me that I needed to send in some pictures of the damage.
I emailed photos right away and had to wait 3 business days until my request was "reviewed". I was then finally allowed to send them back the unit for an exchange. On May 7th, I received the new machine. It was in worse condition. It was stained, broken, cracked, and scratched in many places. I immediately contacted Matt, both by phone and email, and attached photos since I knew they would be required. At this point, I was asking for a full refund to my parents. I didn't hear back from Matt until May 10th. He sent me an email (even though he has my phone number) telling me to contact Saeco directly. I knew that Saeco does not handle new product claims but did so anyway.
Darlene at Saeco was very surprised to have me contact her. She re-affirmed that all claims for new products must go through the dealer (Ira Wood & Sons). She asked me to forward her both the pictures and the email from Matt.
Less than 30 mins. later, I received another email from Matt stating that my claim would be "reviewed" and that he would let me know asap.
It is now May 13, and no news from Matt...
This is the worst company I have ever dealt with. They have absolutely no customer service skills. I would strongly recommend staying away from them. If you order a product and something goes wrong, don't expect any apologies or any help from them. In their minds, they did you a favor by selling it to you in the first place...
Danielle Sweet

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RoyalK
Pasadena, US
Jun 22, 2011 10:33 pm EDT

I have the exact same experience with all of the viewers above. Purchase at your own RISK. Hope more customer read their complaints and reviews before placing an order to avoid going through the same trouble.

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bitsandpieces
Sheffield, US
May 03, 2011 5:01 pm EDT

Ira Wood & Sons is the most non-responsive customer service I have ever found on the web. I log between 40-120 online orders per year and have never had customer service issues (except with Time Warner) this severe. Only one CSR can handle your issues. If they aren't working or are on vacation, then you are placed on hold... infinitely until you hang up. Today I tried to reach CS and was but on hold for (no exaggeration) 15 minutes. Called back again and my call was curiously routed right to voicemail. I asked for supervisors, got put on hold for 15 minutes and when the "supervisors" voice mail picked up, there was no name given or extension number. It's not worth the hassle, no matter what the price. I picked out something that said "available in 7-10 days" and it has been 45 days and my merchandise is still in information limbo.

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kentuckywonder
Orinda, US
Mar 04, 2011 5:13 pm EST

Worst company in the world award goes to Ira Wood! Never purchase anything from this unethical scammer!

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IraWoods.com
Owensboro, US
Feb 23, 2011 3:31 pm EST
Verified customer This comment was posted by a verified customer. Learn more

All Saeco products include a card which states that Saeco handles all warranty issues. Since this was presented to Ira Wood 30 days after the item arrived this is typically how we are instructed by Saeco to process the claim. Call times during peak hours can vary, but we do maintain a friendly staff, and a wide range of operation hours.

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blr33439
Virginia Beach, US
Jan 26, 2011 3:32 am EST

This company should be sued and shut down. I ordered a sump pump from this comany 20 December 2010. It was listed to ship on or after 4 January 2011. After not receiving any updates, as a normal customer would expect from a reputable business, I called to find out the status on 10 January 2011. I was informed that the product was expected to ship around 12 January 2011. More time went by and I called again on 18 January 2011. I was informed that the product I ordered would not ship until 28 January 2011. I could not afford to wait any longer since this was holding up a bathroom renovation, so I cancelled the order. I finally received a refund over a week later, but they withheld 15% of my money as part of their policy. They mislead me, did not deliver a product, and had poor overall customer service. They stole 15%. Do not do business with this fraudulent company.

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Ira Woods Sucks
Anywhere, US
Jan 15, 2011 2:25 pm EST

This company does not stand b y their products. I ordered a $800 item only to find it was defective upon receipt. The customer service rep made excuses for 3 months, then stopped communicating all together. I have gone through exhaustive lengths to try to get this problem resolved. The initial issue was not their fault, but as a dealer they were of zero help and their customer service practices where one of the worst I have ever dealt with. It has been 5 months and I have no communication with the dealer, the manufacture does not want to deal with a final user, and I have now acquired an $800 door stop. I am beyond upset, whatever happened to good businesses.

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TIMTAMMY
Belleville, US
Oct 05, 2010 8:25 am EDT

I am going through the same issues, they sent me a broken item want to charge me to send back. I sent back the faucet and the strainers, now they are saying I sent back only part of the straners? The boxes were never opened, the sink was broke, I sent them back what I recieved. Ira woods needs to review their own shipping department, beucase if they are shipping out products that are defective or missing parts, the customer should not be held accountable, I am out over 400 dolars over a sink.

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labtec
Fairhope, US
Jul 14, 2010 10:55 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I just took delivery of a Nu Wave infra red oven from Ira Woods, that I ordered over the internet. I ordered from them because their of their price. I tried first, to order from Nu Wave themself, because they offered a large bundle of free stuff that looked really good. As I got into the order, after giving my credit card number, I discovered that the free stuff was going to be shipped, each item in it's own box and I was going to be charged an outrageous shipping charge for each item. They evidently have an alternate website called Homeware.com that handles their internet shipping. The price of the oven was $139 including the extender ring that allows you to cook a large turkey. The shipping charges on the suposedly free stuff was going to run the bill to way up over $200. A couple of the items has charges of around $25 each. I immediately backed out of the sale, and started looking for another supplier. I found Ira Woods. They had the oven & extender ring for $139. NO TAX, NO SHIPPING. I didn't get all the free stuff, but that was ok, since the oven was what I was after in the first place. It was a little slow getting here but I had to deal with a week end, then deal with July 4th holiday, so I shouldn't complain about a 7 day delivery. The oven was great. I could hire out as a gourmet chef now, LOL. Every thing so far is really good. I am writing this in the hopes that the Ira Woods people might read it. After reading so many bad reviews of Ira Woods, I am Skeeerd to order anything else until I see the reviews get a heck of a lot better. No excuses, no "It wasn't our fault" stuff, no "There was a problem with the insurance" just better reviews, saying how you worked with the customer to try to make them happy. I am retired now but was in business before I retired, a wildly successful business, that got that way by giving in to customers, even if it was plain that they were wrong. It is always worth not making any profit on a given item (of course a limit has to be set, but it needs to be a generous limit) to keep a customer happy, AND COMING BACK. It was taught to me way back, that a dissatisfied customer told around 10 people about the way they were mistreated. Now-a-days with this internet, and websites just like this one, the complaint goes out to millions. ARE YOU LISTENING IRA? You will profit in the long run by working with people and having them leave smiling, instead of bowing up your neck just to show them who is boss, or being afraid to trim your profits on a given item.

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