This company has shipping issues and poor customer service.
I am glad to see that it’s not just me that feels this way, and that the feelings I want to express to Duncraft are justified even more because I see 2 other posts were others were not happy regarding their experience with shipping.
I ordered 2 items. I received one item 5 days after I ordered it, but for some reason the other item was not with it. The item was smaller and lightweight - nothing that would cause a delay. The same tracking number was given next to each item in my email shipping notification so I figured it was highly likely that they were packaged in the same box. I thought this could be a situation where I get stiffed with no product in hand if they don't believe I didn't receive it or keep telling me it shipped when it didn't. I emailed CS that I didn’t receive one item and asked if they were they supposed to be together. She said there were 2 boxes and somehow got separated. She gave me a new tracking number and said it would arrive in 3 days. She didn’t elaborate anymore that that, did not say where the box was en route. I thought – OK, did it never get shipped and my email to them made them realize it?....I mean the tracking number was not the one given to me in my email shipping notification, she had a different one and she could see where it was, and I couldn’t. I wrote back asking if it just get shipped out today, because I never got that tracking number and it is taking the same amount of time as the first one. She said she’s sorry for the confusion, no it was shipped out the same day and of course pointed out that it had not been 10 days yet....wow. The item did arrive 3 days later, on the 9th day. When I looked up the tracking number on Fedex, it automatically switched over to display the other tracking number, the original one I was given and now had different details from the day before, very weird. Will never know but the point was not that it was within the amount of days but that it was lost or not shipped as I had already received one item, the confusion around it, their error and lack of customer service. I have never experienced such confusion as well as the lack of feeling the need to serve the customer when responding. Definitely, not a customer service-driven company and I will not be doing business with them again. Think they need to work on their shipping issues.
SELECTION, PRICES and SHIPPING COSTS:
Have to say I was impressed with their expansive selection of bird products: feeders, poles, baffles, accessories, etc. Duncraft carries items other online and brick & mortar companies don’t have. BUT, I found that their prices were almost always higher for the same exact products if another online company did carry it – their “on sale” prices matched other companies’ regular prices, and sometimes were still higher. And Duncraft makes you always pay for shipping. Other websites offer Free Shipping with the minimum purchase of $25. So when I found that another online company carried the same exact hummingbird feeder and Sip-n-Seed feeder I wanted (NOTE: the sale price with Duncraft for this item was still higher than the other company I went with) for a lot less, I purchased them there and purchased the other unique items through Duncraft and paid shipping. So I saved money on the cost of my other 2 items and EVEN more money with *Free Shipping*!!!! AND….. I received the order of two items from the company with Free Shipping in 3 days!! Not 5 or 9 days……way, way before I received Duncraft's!! ….With no confusion at all.
marleec Adairsville, GA (Zone 7b) (5 reviews) June 21, 2011
This was my first order with Duncraft and I will order again. The order was received two days after shipping instead of the 7-10 days I expected. The order was complete and in good condition. It has been a lot of fun watching the birds enjoy their new treats.
I have been purchasing from Duncraft for 6- 8 years now- food, feeders, birdbaths, actually a little of everything. Delivery has always been prompt, orders correct and loved everything I've ordered from them.
I especially like the feeders they have designed to keep out the starlings and sparrows. They actually work! Their seed mixes are of quality and not what you get at the local discount store. This also helps in drawing the birds you want.
Sometimes their prices are a little higher than elsewhere. You just have to search. I would highly recommend them!
I ordered a hummingbird feeder on December 14th. Their web site said 7 to 10 days for shipping. I opted to pay standard shipping assuming that it would arrive with in 10 days (this was a Christmas gift). I did not see any comments or warnings on their web site to order expedited shipping for arrival by Christmas.
On December 23rd the package still had not arrived. I called Duncraft and received a message that they were closed for their annual holiday party, I left a message that my package had still not arrived and appeared to be stuck in Connecticut. The next morning I never recieved a call or email back from their customer service. So around noon I called them.
I spoke with a lady who was very pleasant but not very helpful. She agreed with me that yes, my package did appear to be stuck in Connecticut, and becasue of bad weather in the mid-west it may be late. How bad weather on the 23rd effected a package being stuck in Connecticut since the 17th I'm not sure? She never volunteered to clear that up for me.
Today is the 28th - I still have not received my package. I called Duncraft again and was told that it has not been 10 business days since the package was shipped (shipped - not ordered, it shipped on the 17th, 3 days after I ordered it) so she would not look into it's where abouts. The CS agent said that the post office would be delivering it and that if I don't receive it by this Saturday (January 2nd) to call back then. Note that this will be 14 business days since I ordered the item on December 14th not including Saturday's.
I asked if they would cover the return shipping if I returned the product since it was so late (too late for this Christmas any way). I was told no. Like another reviewer before me - this is obvioulsly my problem - not theirs. I was extremely unhappy with their customer service and their refusal to assist me. To be fair I can't comment on the quality of the merchandise - which many other reviewers rate quite high.
I ordered a bird feeder on Friday, Dec. 11, and Duncraft said the item would be shipped by FedEx on Monday and arrive at my home by Wednesday. When it hadn't arrived Wednesday, I left a voicemail with customer service and they never called me back.
When I called again Thursday and got someone to answer the phone, I was told that it probably would be delivered that afternoon. I told the customer service rep that I was glad, because my house wasn't the final delivery point: I was going to gift-wrap it and send it to my mother. She didn't offer to investigate further. It was my problem, not hers.
When I got home Thursday, the package wasn't there. I called Friday morning and was told that it probably would arrive Friday or Saturday. When I got home Friday, a week after I had ordered the bird feeder, it still hadn't arrived, so I called Duncraft customer service for a fourth time and asked if they could track the shipment for me, as I was worried that it had been delivered and then stolen from my doorstep.
The customer service rep told me that she could trace the package as far as a FedEx pickup point in Connecticut, and that I should expect for it to be delivered by the Postal Service by Tuesday -- three days before Christmas, and 11 days after I ordered the item. This meant that I would not be able to send it to my mother in time for Christmas -- a situation that elicited no sympathy from the customer service rep.
This is unacceptable customer service. If they were overwhelmed and running behind, or if they mislaid my order and forgot to fulfill it until my third or fourth phone call, they should have told me. I don't plan to do business with Duncraft again.
quiltjean North Chelmsford, MA (Zone 6b) (2 reviews) June 29, 2009
I asked for a specific feeder from Duncraft catalogue for Christmas. My son bought it from somewhere else. After a few months the squirrels removed the top and chewed the plastic. I called Duncraft, and they sent me a full credit!
A Ms. Warren sent a letter with the credit recommending the feeder she uses. I bought it, and the squirrels now get only leftovers dropped by satisfied cardinals, finches, chickadees and woodpeckers. I'd recommend this company to anyone.
After purchasing from Duncraft many times over the years with satisfaction, I attempted to order a small feeder priced at $19.95. I was then greeted with shipping and handling of $7.25 or 34%, repeat, 34% of the sales price. Upon contacting customer service was advised that this is the printed policy----in other words, we've always done it this way (words of doom for any business). This is pure greed! I know the owners are funding college college educations but so am I. Be very careful when buying from Duncraft.
vossner Richmond, TX (Zone 9a) (108 reviews) November 20, 2006
I have bought at least twice from this company and have been very pleased. On one ocassion I purchased the "window house" bird house, which you can affix to any window and watch for bird action, w/o disturbing the birdies. Their catalog is wonderful, a great source for ideas. Customer service is also very good. Will not hesitate to buy from this co. in the future highly recommend it.
calypsa Plymouth, MI (Zone 5b) (19 reviews) November 19, 2006
I have ordered from this company twice in the past and I've had great experiences both times. The customer service is kind and effective, and the shipping was prompt. I love their catalogue and I would not hesitate to order again in the future.
ladyisle Bohemia, NY (Zone 7a) (34 reviews) November 19, 2006
Great selection and prices. This was the only place that I could find the type of feeder I was looking for without breaking the bank. After I placed my order, I was promptly notified that the feeder was b/o and should arrive in their warehouse by 11/15.
I received it yesterday. It's lovely and bigger than I expected. Thank you Duncraft!
yardener Greenfield, OH (Zone 6a) (19 reviews) March 6, 2006
Good quality stuff. Worth the price especially when you wait till season ending sales.
I highly recommend trying them out.