Overall, I would say that my experience shopping online with Harney & Sons was a positive one. I like that I can order samples of most of their teas, and that the samples are reasonably priced. I received my tea order in a relatively short amount of time (I placed my order on the 10th of April and received MOST of my order on April 17) given that the package traveled from New York State to Washington State. I say “Most of My Order” because part of it appears to be on back order.
Up front, I’ll mention some cons: I’m disappointed that I wasn’t contacted about the back order, and that I had to find out about it on my packing list. I would like a little more attention to detail … again, it’s the little things. I like it when a company includes a free sample. My order wasn’t a large order, but, I seem to recall that in orders past, I received a free sample, and this time no free sample. I also would have liked a little thank you note enclosed with the order. Like I said, these are small things, but, I like it when a company takes time to focus on the details like a quick hand-written note or a free sample, it makes me feel like I’m important to the company. When a company gets as large as Harney & Son’s has become, I feel like the personal touch is lost somewhere along the way.
Now, for the pros: I am glad that they sent out the rest of my order instead of making me wait until the back ordered item was in stock. While I consider myself to be patient when it comes to waiting for tea, I am glad that rather than assuming that I’ll wait, they went ahead and fulfilled the rest of the order. However, had I been contacted, I would have told them that it would have been quite alright to hold the rest of the order until everything was in stock. But I am glad that since they did not choose to contact me that they went ahead and sent the rest of the order.
Of course, Harney teas are usually top-notch, so I’ve no complaint there! I look forward to trying these. And I will also update this review when I’ve received my back order to let you know how long it took to receive, and whether or not they did contact me at all about it.
UPDATE: I had meant to update this review when I received my back order – but I failed to do that … busy, or it slipped my mind… one or the other, or both.
Anyway, I received the back-ordered item within a week of receiving my first package from Harney, so, I would say that their back-order time frame was sufficient. I was quite pleased overall with the the speed in which I received both orders, in fact, I would have been satisfied to wait until the whole order could ship in one package, but then, I’m pretty patient when it comes to tea orders. I know that some are less patient than I am – and I suppose my patience comes from the fact that I once operated my own tea business so I know how hectic things can get.
All that being said, I find their speed at fulfilling orders to be very satisfactory, and of course, the teas are wonderful. I think if Harney started offering more personalized service (customer contact when there’s back orders, or a handwritten thank you included with an order) or included a free sample with their smaller sized orders, they would be in my top three companies.