--- title: "Plow & Hearth: A Lesson in Exemplary Customer Service" description: Learn how Virginia retailer Plow & Hearth uses FeedbackFive to manage Amazon reviews and feedback in this case study. image: https://www.ecomengine.com/hubfs/images/featured/blog/plow-hearth.jpg --- [![eComEngine Logo](https://www.ecomengine.com/hubfs/Style%20Guide/Logos%20(svg)/%5BeComEngine%5DLogo-2019-linear.svg "eComEngine Logo")](https://www.ecomengine.com) [Demo](https://www.ecomengine.com/demo) [Free Trial](https://www.ecomengine.com/trial) ** ** ** [Free Trial](https://www.ecomengine.com/trial) ** ** ** [![FeedbackFive icon](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/feedbackfive-star-svg.svg "FeedbackFive icon") FeedbackFive Request Amazon Reviews and Feedback ](https://www.ecomengine.com/feedbackfive) [![sellerpulse-menu-icon(teal)](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/sellerpulse-pulse-svg.svg "sellerpulse-menu-icon(teal)") 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](https://www.ecomengine.com/feedbackfive/alerts) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/feedbackfive-analytics-svg.svg) | Analytics & Reporting Analyze sales trends and brand performance | | --- | --- | ](https://www.ecomengine.com/feedbackfive/analytics) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/feedbackfive-agency-svg.svg) | Agencies & Aggregators Get access to all features to help your clients grow with FeedbackFive | | --- | --- | ](https://www.ecomengine.com/agency/feedbackfive) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/video-svg.svg) | See How It Works Watch a short recording to learn more | | --- | --- | ](https://www.ecomengine.com/feedbackfive/demo) [VIEW PRICING](https://www.ecomengine.com/pricing) #### RestockPro Features [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/restockpro-chart-svg.svg) | Forecasting Restock the right amount at the right time | | --- | --- | ](https://www.ecomengine.com/restockpro/inventory-forecasting) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/restockpro-truck-svg.svg) | Purchase Orders Manage suppliers and inventory with ease | | --- | --- | ](https://www.ecomengine.com/restockpro/shipments) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/restockpro-box-svg.svg) | Manage FBA Profits Get the details you need to make fast restocking decisions | | --- | --- | ](https://www.ecomengine.com/restockpro/fba-profit) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/restockpro-kit-svg.svg) | Kitting Create kits or bundles from local inventory | | --- | --- | ](https://www.ecomengine.com/restockpro/fba-kitting) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/restockpro-barcode-svg.svg) | Amazon Item Labels Customize stickers and labels with expiration dates and more | | --- | --- | ](https://www.ecomengine.com/restockpro#stickers) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/video-svg.svg) | See How It Works Watch a short recording to learn more | | --- | --- | ](https://www.ecomengine.com/restockpro/demo) [VIEW PRICING](https://www.ecomengine.com/pricing#restockpro) #### SellerPulse Features [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/sellerpulse-bell-svg.svg) | Operational FBA Analytics See detailed insights for FBA fees, proceeds, sales, and product cost | | --- | --- | ](https://www.ecomengine.com/sellerpulse/fba-analytics) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/sellerpulse-box-svg.svg) | Buy Box Monitoring Find out when you win or lose the Buy Box, including when it's suppressed | | --- | --- | ](https://www.ecomengine.com/sellerpulse/buy-box) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/sellerpulse-image-svg.svg) | Listing Changes Detect suppressed listings, hijacker activity, and content changes | | --- | --- | ](https://www.ecomengine.com/sellerpulse/listing-monitoring) [| ![sellerpulse-analyze-returns](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/sellerpulse-analyze-returns.svg)   | Analyze Returns Identify FBA return trends over time by ASIN, reason, and disposition | | --- | --- | ](https://www.ecomengine.com/sellerpulse/fba-returns) [| ![sellerpulse-magnifying-chart-svg](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/sellerpulse-magnifying-chart-svg.svg)   | FBA Inventory Insights Plan FBA inventory and avoid unnecessary fees | | --- | --- | ](https://www.ecomengine.com/sellerpulse/inventory-returns) [| ![video-icn](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/sellerpulse-video-svg.svg)   | See How It Works Watch a short recording to learn more | | --- | --- | ](https://www.ecomengine.com/sellerpulse/demo) [VIEW PRICING](https://www.ecomengine.com/pricing) Resources [** Case Studies ](https://www.ecomengine.com/case-studies) [** Webinars ](https://www.ecomengine.com/webinars) [** Free Tools ](https://www.ecomengine.com/tools) [** Events ](https://www.ecomengine.com/events) [** Help Center ](https://www.ecomengine.com/help) [** Blog ](https://www.ecomengine.com/blog) [** Agencies ](https://www.ecomengine.com/agency/feedbackfive) [** Seller News 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[![eComEngine Logo](https://www.ecomengine.com/hubfs/Style%20Guide/Logos%20(svg)/%5BeComEngine%5DLogo-2019-linear.svg "eComEngine Logo")](https://www.ecomengine.com) [Demo](https://www.ecomengine.com/demo) [Free Trial](https://www.ecomengine.com/trial) ** ** ** [![feedbackfive-menu-icon(orange)](https://www.ecomengine.com/hs-fs/hubfs/brand-identity/style-guide/product-icons/feedbackfive-menu-icon(orange).png?width=50&height=50&name=feedbackfive-menu-icon(orange).png "feedbackfive-menu-icon(orange)") FeedbackFive Request Amazon Reviews and Feedback ](https://www.ecomengine.com/feedbackfive) [![sellerpulse-menu-icon(teal)](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/sellerpulse-pulse-svg.svg "sellerpulse-menu-icon(teal)") SellerPulse Get FBA Insights and Alerts ](https://www.ecomengine.com/sellerpulse) [![RestockPro icon](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/restockpro-arrow-svg.svg "RestockPro icon") RestockPro Simplify FBA Inventory Management ](https://www.ecomengine.com/restockpro) #### FeedbackFive Features [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/feedbackfive-envelop-svg.svg) | Review Automation Send automated review requests or customize your own message | | --- | --- | ](https://www.ecomengine.com/feedbackfive/automation) | ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/feedbackfive-bells-svg.svg) | Review Monitoring Quickly identify review trends | | --- | --- | [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/feedbackfive-alert-svg.svg) | Listing Alerts Monitor your Amazon listings and reputation 24/7 | | --- | --- | ](https://www.ecomengine.com/feedbackfive/alerts) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/feedbackfive-analytics-svg.svg) | Analytics & Reporting Analyze sales trends and brand performance | | --- | --- | ](https://www.ecomengine.com/feedbackfive/analytics) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/feedbackfive-agency-svg.svg) | Agencies & Aggregators Get access to all features to help your clients grow with FeedbackFive | | --- | --- | ](https://www.ecomengine.com/agency/feedbackfive) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/video-svg.svg) | See How It Works Watch a short recording to learn more | | --- | --- | ](https://www.ecomengine.com/feedbackfive/demo) [VIEW PRICING](https://www.ecomengine.com/case-studies/exemplary-customer-service#) #### RestockPro Features [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/restockpro-chart-svg.svg) | Forecasting Restock the right amount at the right time | | --- | --- | ](https://www.ecomengine.com/restockpro/inventory-forecasting) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/restockpro-truck-svg.svg) | Purchase Orders Manage suppliers and inventory with ease | | --- | --- | ](https://www.ecomengine.com/restockpro/shipments) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/restockpro-box-svg.svg) | Manage FBA Profits Get the details you need to make fast restocking decisions | | --- | --- | ](https://www.ecomengine.com/restockpro/fba-profit) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/restockpro-kit-svg.svg) | Kitting Create kits or bundles from local inventory | | --- | --- | ](https://www.ecomengine.com/restockpro/fba-kitting) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/restockpro-barcode-svg.svg) | Amazon Item Labels Customize stickers and labels with expiration dates and more | | --- | --- | ](https://www.ecomengine.com/restockpro#stickers) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/video-svg.svg) | See How It Works Watch a short recording to learn more | | --- | --- | ](https://www.ecomengine.com/restockpro/demo) [VIEW PRICING](https://www.ecomengine.com/case-studies/exemplary-customer-service#) #### SellerPulse Features [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/sellerpulse-bell-svg.svg) | Operational FBA Analytics See detailed insights for FBA fees, proceeds, sales, and product cost | | --- | --- | ](https://www.ecomengine.com/sellerpulse/fba-analytics) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/sellerpulse-box-svg.svg) | Buy Box Monitoring Find out when you win or lose the Buy Box, including when it's suppressed | | --- | --- | ](https://www.ecomengine.com/sellerpulse/buy-box) [| ![single-star](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/sellerpulse-image-svg.svg) | Listing Changes Detect suppressed listings, hijacker activity, and content changes | | --- | --- | ](https://www.ecomengine.com/sellerpulse/listing-monitoring) [| ![sellerpulse-analyze-returns](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/sellerpulse-analyze-returns.svg)   | Analyze Returns Identify FBA return trends over time by ASIN, reason, and disposition | | --- | --- | ](https://www.ecomengine.com/sellerpulse/fba-returns) [| ![sellerpulse-magnifying-chart-svg](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/sellerpulse-magnifying-chart-svg.svg)   | FBA Inventory Insights Plan FBA inventory and avoid unnecessary fees | | --- | --- | ](https://www.ecomengine.com/sellerpulse/inventory-returns) [| ![video-icn](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/sellerpulse-video-svg.svg)   | See How It Works Watch a short recording to learn more | | --- | --- | ](https://www.ecomengine.com/sellerpulse/demo) [VIEW PRICING](https://www.ecomengine.com/pricing) Resources [** Case Studies ](https://www.ecomengine.com/case-studies) [** Webinars ](https://www.ecomengine.com/webinars) [** Free Tools ](https://www.ecomengine.com/tools) [** Events ](https://www.ecomengine.com/events) [** Help Center ](https://www.ecomengine.com/help) [** Blog ](https://www.ecomengine.com/blog) [** Agencies ](https://www.ecomengine.com/agency/feedbackfive) [** Seller News ](https://www.ecomengine.com/amazon-seller-news) [** Seller Tutorials ](https://www.ecomengine.com/sell-on-amazon) [** Partners ](https://www.ecomengine.com/partners) Guides [Getting More Amazon Reviews ](https://www.ecomengine.com/get-amazon-reviews) [Understanding Amazon Feedback ](https://www.ecomengine.com/amazon-feedback) [Amazon Listing Guide ](https://www.ecomengine.com/amazon-listing) [Amazon Brand Registry 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Search **Menu** ** ** [Log In](https://www.ecomengine.com/login) [Free Trial](https://www.ecomengine.com/trial) --- Join Our Email List - Receive our monthly newsletter. - Stay up to date on Amazon policies. - Get tips to grow your business. # Plow & Hearth: A Lesson in Exemplary Customer Service [![Liz Downing](https://www.ecomengine.com/hubfs/images/headshots/external/liz-fickenscher.jpg)](https://www.ecomengine.com/case-studies/author/liz-downing) By [Liz Downing](https://www.ecomengine.com/case-studies/author/liz-downing) I recently had the opportunity to sit down with Sandra Auer and Becky Owings, Online Customer Experience Specialists at [Plow & Hearth](https://www.plowhearth.com/), a US-based retailer with a corporate office in Madison, Virginia. They have the monumental job of monitoring and assessing the customer shopping experience, resolving issues, and making recommendations for improvement to internal stakeholders. I got to learn about their day-to-day activities as the front line of customer service specialists who manage every aspect of the online reputation of the company. And that's saying a lot since Plow & Hearth is just one of the brands the company holds. Other main brand names include HearthSong, Wind & Weather, Magic Cabin, Problem Solvers, and more. ## Brand Origin Plow & Hearth was built as a company that offered hearth and fireplace accessories as well as lawn and garden accessories and home furnishings. Peter and Peggy Rice started the company in 1980 and launched the first catalog mailing (100,000 to start). From 1986 to 1989, Plow & Hearth was named one of [Inc. Magazine's](https://www.inc.com/) fastest-growing private companies. Plow & Hearth acquired the other brands along the way, and today has more than 400 employees in their Madison, VA corporate office and distribution center. ## A Day in the Life As you might imagine, Sandra and Becky's jobs are pretty hectic. In addition to selling on the Amazon marketplace, Plow & Hearth sells on Wayfair, Zulily, Jet, Walmart, and Google Merch. If that isn't enough, each brand has a Facebook page and Twitter account, and each website has its own Q&A feature for each product. So, to sum up, this dynamic team of two has the following online spaces to check for product-related questions, feedback, reviews, and more *every single day*: - Amazon Seller Central - Wayfair - Zulily - Walmart - Jet - Google Merch - Facebook - Instagram - Twitter - Plus every brand website! As I sat there with my eyes wide, I asked, "So, what does an average day look like?" Wayfair, Sandra tells me, has a 4-hour window for responding to customer questions. So she checks that first to answer questions about products and provide order status information. Then, she logs into the Seller Central dashboard, because there are always questions there, and you only have a 24-hour window to answer them. That's also where the cancellation requests reside, so you have to take care of those every day. It would be easy to spend all day in Seller Central addressing just those issues. That's where [FeedbackFive](https://www.ecomengine.com/feedbackfive) comes in handy for Sandra and Becky. A company that sells at a volume like Plow & Hearth can get hundreds of product reviews and feedbacks in one day. Seller Central shows reviews with the most recent first, but it's hard to suss out the reasons for negative feedback while you're dealing with product reviews, too. They love that they can easily access their negative feedback with FeedbackFive and that they can toggle back and forth between brands. It saves a ton of time. Now, they don't get a lot of negative feedback, but lots of times buyers will leave product reviews as feedback, will leave feedback on items not actually sold by Plow & Hearth, and other things that need attention. It's a real time saver. Because that's not all. After Wayfair, Seller Central, and FeedbackFive, then it's time to tackle social media and their brand websites. On Facebook, they answer questions and complaints on the different brand pages and respond to private messages. They can address any Instagram messages, hashtags, or posts via the Facebook interface. On Twitter, they reply to tweets, direct messages, and hashtags. On the brand websites and all their other marketplaces, they answer question after question about products and orders. If there is a place where someone can ask a question or leave a message about any of their brands online, Sandra and Becky are on top of it. Every day. ## The FeedbackFive Difference Obviously, I was very interested in how FeedbackFive helps them when they have so many plates to juggle. Sandra said, "Feedback, on Amazon, in particular, is important because they impact our seller reputation. Sifting through them on Amazon Seller Central isn't time-efficient for me. You can't always find the feedback that needs a response. FeedbackFive makes that easy, and we're able to provide the best customer service to Amazon buyers because of it." Sandra also said that she'd noticed an uptick in product reviews and feedbacks overall since implementing FeedbackFive. That, in addition to the ease of addressing negative feedbacks and negative and neutral product reviews, makes our tool a very efficient part of their day. ## Tips on Managing Negative Feedback I was curious, so I asked what happens when they receive negative Amazon ratings. Sandra said, "Negative feedback is not a panic moment. It's an opportunity to improve service. People appreciate the follow-up and follow-through." So, the process is easy: 1. Get negative feedback 2. Research the order 3. Reach out and apologize 4. Make it right ## Staying Competitive There was a sign in the room where these busy ladies took time out of their day to meet with me (and fed me, as well!) that said, "The customer experience is the next competitive battlefield." Plow & Hearth's approach to exemplary customer service shows that in that battle, they will always be the winner. *This post spotlights a satisfied user of FeedbackFive. This article is part of our series highlighting merchant success stories. As a thank-you for participating in this article, the customer received one free month of FeedbackFive. If you’re currently using FeedbackFive and would like to participate in this program, [click here to request information](https://www.ecomengine.com/contact).* [![FeedbackFive logo with text, "Manage feedback and product reviews in 17 Amazon marketplaces"](https://no-cache.hubspot.com/cta/default/5147382/a5583d35-6fff-45d3-a881-e027e559132c.png)](https://cta-redirect.hubspot.com/cta/redirect/5147382/a5583d35-6fff-45d3-a881-e027e559132c) Originally published on December 29, 2021, updated January 14, 2026 This post is accurate as of the date of publication. Some features and information may have changed due to product updates or Amazon policy changes. ## No Comments Yet Let us know what you think ### eComEngine 14321 Winter Breeze Drive Suite 121 Midlothian, VA 23113 Call us: [800-757-6840](tel:800-757-6840) Company Legal Software Resources [![GS1 US Channel Partner](https://www.ecomengine.com/hubfs/images/partners/logos/gs1-us-channel-partner.png "GS1 US Channel Partner")](https://www.ecomengine.com/get-gtin-amazon) ![Amazon Marketplace Developer Council Founding Member](https://www.ecomengine.com/hubfs/brand-identity/logos/amazon/amazon-marketplace-developer-council-optimized.png "Amazon Marketplace Developer Council Founding Member") ![Amazon Web Services](https://www.ecomengine.com/hubfs/brand-identity/logos/amazon/amazon-web-services.svg "Amazon Web Services") ![Amazon Selling Partner Appstore Software Partner badge](https://www.ecomengine.com/hubfs/brand-identity/logos/amazon/amazon-software_partners-badge.png "Amazon Selling Partner Appstore Software Partner badge") ![Amazon Marketplace Developer Council Founding Member](https://www.ecomengine.com/hubfs/brand-identity/logos/amazon/amazon-marketplace-developer-council-optimized.png "Amazon Marketplace Developer Council Founding Member") ![Amazon Web Services](https://www.ecomengine.com/hubfs/brand-identity/amazon-web-services.svg "Amazon Web Services") Copyright© 2007-2026 eComEngine, LLC. 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Our [privacy policy](https://www.ecomengine.com/privacy-policy) has more details.* ```json { "@context" : "http://schema.org", "@type" : "Organization", "address" : { "@type" : "PostalAddress", "addressCountry" : "US", "addressLocality" : "Midlothian", "addressRegion" : "VA", "postalCode" : "23113", "streetAddress" : "14321 Winter Breeze Drive Suite 121" }, "alternateName" : "eComEngine, LLC", "description" : "Amazon Seller Tools", "email" : "info@ecomengine.com", "image" : "https://www.ecomengine.com/hubfs/images/decorative/illustrations/amazon-seller-tools.png", "logo" : "https://www.ecomengine.com/hubfs/brand-identity/logos/ecomengine-logos/ecomengine-logo-stacked.png", "naics" : "511210", "name" : "eComEngine, LLC", "sameAs" : [ "https://www.facebook.com/eComEngine/", "https://twitter.com/eComEngine" ], "telephone" : "800-757-6840", "url" : "https://www.ecomengine.com" } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Liz Downing" }, "dateModified" : "2026-01-14", "datePublished" : "2021-12-29", "description" : "Learn how Virginia retailer Plow & Hearth uses FeedbackFive to manage Amazon reviews and feedback in this case study.", "headline" : "Plow & Hearth: A Lesson in Exemplary Customer Service", "image" : { "@type" : "ImageObject", "url" : "https://www.ecomengine.com/hubfs/images/featured/blog/plow-hearth.jpg" }, "mainEntityOfPage" : { "@id" : "https://www.ecomengine.com/case-studies/exemplary-customer-service", "@type" : "WebPage", "description" : "Learn how Virginia retailer Plow & Hearth uses FeedbackFive to manage Amazon reviews and feedback in this case study." }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://www.ecomengine.com/hubfs/brand-identity/logos/ecomengine-logos/ecomengine-logo-stacked.png" }, "name" : "eComEngine, LLC" } } ```