AW '09 "Shine" Leather Issues?

[pigalle74]

So, let me get this straight. They knew these samples were "defective" yet still sold them at 25% off? (I'm talking about Carlie's biblio) without any disclosure on "possible" peeling? If they didn't know the problem, then it is understandable, but if they knowingly sold these defective samples, then it is very unethical business practice and the fastest way to lose their loyal customers. And why won't they replace the defective products- if they do not stand by their own products, then who will?? I'm sorely disappointed- I do understand these are samples, but the ladies still here paid a lot of $$ for it. This is simply unacceptable.

[jennirane]

That's a good point, Pigalle. Hadn't thought about it that way...

[lulu3955]

Pigalle-That's a really good point. I never thought of it that way.

[jennirane]

Here's what Carlie reported in the Biblio thread from when she spoke with Nitza...

So, Nitza called this morning after she got my email and we had a nice chat.

Not so nice news: They won't exchange my Biblio for a new one.

Somewhat nice news: She's going to see what she can work out as far as a partial credit towards a new one when they arrive plus a full refund (not sure how much the credit will be...) or a partial refund if I keep it. She's going to get back to me by friday.

Apparently she called the production people (woke them up, lol) when she got my email about the peeling, and they ASSURED her that the final product will not have that issue. And they want to see mine. Which will only happen if I get a decent credit. So yeah. The new ones are supposed to be a different finish or done differently or something-didn't quite catch specifics there, and actually a slightly different color as well. It also doesn't look like they'll be out till December or so. Blah. I'll let you all know what ends up happening with mine.

So here it sounds like Carlie's reporting of the problem was the first time Nitza (at least) had heard that... or she was being misleading about calling the factory... and yet Toni suggested to Gingey that the peeling was (perhaps) one of the issues that made them switch manufacturers back in August???? Something's hinky. And why would you call the factory in China to ask about a leather issue? HH buys their leather from elsewhere... the manufacturers of the bags aren't doing the coating on the leathers themselves... right??

[RealMcCoy]

I respect HH for placing quality concerns above revenues. You know they have got have lost quite a bit of potential revenue off the 30-60 day delay on dropping the Fall line. But they chose to correct a quality issue - rather than gamble and stock the shelves hoping to maintain minimal returns (like a lot of larger department stores would have done). I will wait patiently for my gray shine Trophy Satchel...but I've got to say that I sure hope the Orange shine Trophy Bag is on that boat in NY Harbor waiting on customs, LOL.

[enga4]

Originally Posted by quizshow

Yes, I know that, but shipping from there sometimes requires going through other unstable areas.

Like Somali pirate-infested waters!!!

[enga4]

Ita, pigalle. They should've been bargain basement prices.

[pigalle74]

RMC, you have a good point too, but I want to say that if they hadn't fixed the problem then they would have lost more revenues due to the returns and replacement products not to mention the damage they would have received on their brand. Who would want to pay $600+ for a bag with glaze peeling off and that is not something that can be fixed - unlike common product issues such as loose hardware or stitching. I don't think HH deserves a pat on the back for this- they had no choice but to fix the problem even if that meant delayed production.

I still think selling these defective samples when they were aware of the problem was not a right thing to do.

[sallyca]

Maybe the somali pirates are wearing our HH bags!!!!!!

ETA: Maybe they got the ones with the peeling problem.

[pigalle74]

Originally Posted by sallyca

Maybe the somali pirates are wearing our HH bags!!!!!! ETA: Maybe they got the ones with the peeling problem.

[quizshow]

That's what I mean Enga and Sally! As I was daydreaming about pretty purses at work the other day, I wondered if there were crates of trophy satchels and biblios stacked somewhere on a somali beach and HH is trying to keep it quiet that they were hijacked by pirates lol

[AmbassadorBri]

I am a little miffed about the fact that the samples of the less-than-par shines were sold at such a high price without any warning about the issues. I am going to call my mother today, she has the YS TS Satchel (she bought it) and see if she has had any issues. I certainly would have had her post photos for everyone, however, her internet connection is outpaced by the Pony Express and she is not very good with the camera (I would do it for her, but she lives 3 hours away).

While I am really glad they are getting the QC thing under control, I am still amazed!

[jennirane]

^^ Let us know, Bri... although no one has reported any problems with the Yam Shines or Black Shines, and Toni said it was only a problem with the Grape and Grey...

[fafnir]

Originally Posted by sallyca

Maybe the somali pirates are wearing our HH bags!!!!!! ETA: Maybe they got the ones with the peeling problem.

There's an old Monty Python skit in there somewhere, lol

[gingeybear]

OK..I came back on..I just got upstairs after dealing with a student over the phone..sigh.


Re: all of the above except for the pirates...and RMcCoy's concise, (lucid) and informative post....hmm...ITA..def either a Harold and Kumar, Monty Python...or SNL skit involved..sallyca.
These issues arewhat I tried to explain to Toni..and the most egregious one IMHO is that one of the biggest problems I have with everything that HH does is the total lack of communication..with customers...

hmm..I wonder if their retail outlets have the same issues..were the buyers informed that there were issues....and what would a customer do if this happened..bring it back and let the retail site deal with it..and would the retail store take the item back..I guess it depends on each store's return policy...but WE are dealing directly with HH through their website..and this is what WE have to deal with for the most part. (OH..insert appropriate punctuation where needed..screw grammar in my posts until further notice..I am not going to edit today.)

Slightly OT for this thread..but Spanky Swanky and Vlad the Impaler..there's a reason (my usual circular reasoning..I WILL get to the point..it does involve the shine leathers)!

The point it this..I am really disturbed by something that is vital to the losing the trust of a vital customer base..those of us who spread the word..and those of you who have been HHHotties since the inception...it is the almost total lack of concern addressing the needs of customers who purchase from the website!

waiting for refunds..lack of email communication...EMOD..VMOD..poor inventory control.......as in WTF is going on..does the design shop have NO communication with the warehouse...who IS in the loop..who isn't...why isn't there some sort of command post..why did the ALL the listings for the samples sold only have a general disclaimer that they are samples, may be defective yadda yadda yadda and ARE FINAL SALE..

Examples during the most recent sample sale: had Leo not called about zodiac or astral or whatchamacalit dress she never would have known it was missing a belt...and had (?? jandelvis, paelaf or fafinir maybe????sorry) not called about the vest, been told it's perfect and pressed the issue with Salina..she never would have known it had a black mark on the back..and ITA about the samples online..it NEVER should have gone up.

Re my conversation with Toni..I was not feeling well..and it segued from topic to topic...I got the impression that the items for this sale..(and maybe the previous ones too) were sent out somewhere to be photographed, listed for sal...and another lack of communication happened.... something along those lines..

...as if the design aspect is Toni's domain and she and her staff are immersed only in that aspect...and everything else gets handled by elves...can't quite put my finger on what excuse or reason was being given to be frank..but amigas..I tried..I really did..I figured that since I had her ear..I could communicate how we here felt about issues with who does what..issues with less than accurate descriptions..omissions of what exactly is the condition of what is sold..the whole debacle of Eucalyptus turning colors...how many items are being auctioned off..why things are dropping late..the HUGE problem of why defective merch is shipped out..lateness...I forgot to specifically mention Bibliogate..sorry..there was just so much I could bring up..and I got the feeling that I was overstepping a wee bit.

OMG....WHY WAS THAT GRAPE SHINE BIBLIO EVEN SOLD..Carlie..you need to really open up your mouth BIG TIME..don't settle for anything PLEASE!

HH..WHAT WE HAVE HERE IS A FAILURE TO COMMUNICATE...!!!

and yet..the rational side of my brain..not the animal (or toilet..sorrry...what I was trying to say is we are filthy minded...when it comes to scatology, body functions in general..and all matters sexual..we are the mistresses of double entres and "IN YOUR ENDO" (love you, blammy)....has to post this..does the social network of TPF create a false sense of entitlement on our part...or at least on MY part..hmmm...NO IT DOES NOT..simply because it is a place for us to vent and perhaps complain en masse and "out" the problems so we know we are not one lone voice complaining..and should we call CS..we have PROOF that we are NOT the only one with these issues.

From my perspective...I am fortunate that I was able to get a response from Toni..I wonder why I didn't even THINK of emailing Ben...(since Toni is design..and he is...WHAT???? as he pointed out to syb..)....I doubt I would have gotten anywhere..sooo..why DID I get the response I did..after that whole impasse with Nitza....was it because Toni and I had "bonded" (much abused word)...or was it because I appealed to a female..or because Toni takes a great deal of pride in her designs...who knows..bottom line is this..forget about the danged scarf for a moment..

THAT GRAPE SHINE BAG SHOULD NOT HAVE BEEN SOLD on the website..SOMEONE should have known enough to pull it..WHO IS IN CHARGE OF WHAT??? WHERE DOES THE BUCK STOP..better delegation of responsibility is needed..and someone has to know who to report back to..who does what..ach..no more ranting..you all catch my drift (oh yeah..I'm drifting big time)

Oh....I haven't used my Yam Shine Lorca yet..I was going to rehome it but I decided to keep it..and I haven't worn the Yam Shine bracelet much either...wonder how THEY will hold up?

Lovely Oxycodone is helping me..am I coherent or loopy? I only took half..and two ibuprofin..!