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mothbeast · Oct 1st, 2009, 05:53 PM

So I still haven't received a more in depth response to my email to Groupon & HH about the restrictions on using the Groupon. I'd asked them to reply to all so that Groupon and HH could both agree on the restriction on the Groupons. I very quickly got a very polite response from a Groupon CS saying that everything Lina said was right and that they'd pass along the email and she'd write back.

Since it's been almost a week - I emailed last Friday end of the day I'm going to assume they won't respond at all. I'd asked about many of the problems folks had been having - combining with codes, in store use, gift certs and I also asked about refunds if the stated restrictions weren't accurate. I have "used" my Groupons to get a bag online from a hottie but was still hoping that they might write back so that I could post here.

PiggyinManolos · Oct 2nd, 2009, 11:15 AM

In an interesting twist, I received an email from Salina the same day I sent my inquiry about the first time user code. The purchase had to be $200 or more....and since mine wasn't, that's why I didn't get it.

carlottalyn · Oct 2nd, 2009, 11:33 AM

Seriously?? It didn't say anything about that when I saw the post on twitter. That sucks, I'm sorry.

PiggyinManolos · Oct 2nd, 2009, 11:43 AM

yeah--it bit, but i wasn't gonna fight for $7...I would have bought it any way even if I hadn't heard about the code....but I don't like lies by omission....

monkeytail · Oct 2nd, 2009, 12:06 PM

The email they sent out with the first time code says orders of $200 or more and that it expires on 10/1. Maybe that wouldn't fit in the tweet? It looks like less than 140 chars to me though :)

fafnir · Oct 2nd, 2009, 12:37 PM

*sigh* someone here said you have to be a lawyer to order from HH these days... I'm beginning to think she was right.

kate83675 · Oct 2nd, 2009, 02:03 PM

Or psychic!

skydive nikki · Oct 3rd, 2009, 10:34 AM

Originally Posted by Sybaryte

My expectations are minimal at this point but I did respond on Monday evening to Ben's email with the following:

Dear Ben -

I'm busy too so I'll keep this brief.

1) I would not have contacted you in the first place if I had the same confidence in your staff that you do.

2) If you were to re-read my message, you might find that I do not think my problems have been resolved.

3) In my experience, problems with HH customer service are not "rare." And I am only one customer.

If you and your staff cannot address these issues, who can? If you can't make customers happy, you lose them; is that what you want?

I'm not holding my breath for a reply.

You said it! I love when they try to say, "Well, no one else has had an issue." It does not matter how many people are having issues. It does not make it okay. I love how no one at HH wants to take responsibility for the all the BS that goes on. Someone there needs to stand up and address all these problems. They act like they do not care at all. To me it seems as long as they are getting sales, that is all that matters. I highly doubt they would put up with all the things we do if they were a customer. I would love to ask them how they like to be treated as a customer and then tell them we should be treated the same way. It shows that they have no experience in the business end of things. Someone needs to go take a lesson in great customer service and how to run a good business.

quizshow · Oct 3rd, 2009, 12:14 PM

The other two pairs of greenpoint wedges arrived yesterday, but the black pair is in bad shape. The leather on them is faded and cracked from what I'm not sure. At first I thought the eucalyptus had bled onto the black, but it's the actual leather. Either way they are no longer black, but grey. And I know there is no replacement for it because Nitza had to hunt these down and it's probably the last pair. I'm thinking of keeping them but asking for a price adjustment. Waiting to hear back from HH.

kate83675 · Oct 3rd, 2009, 12:24 PM

When a customer takes the time to tell you of a problem you DO NOT act as if they're being a pain in the nice even if they are. You thank them because they've taken time to contact you giving you a chance to fix something about your company if it needs fixing. They may be chronic complainers but how do you know if you discourage complaints and don't listen to them?

I take every complaint made to my company personally and I thank them then I look into it! How hard is that? It's my reputation on the line, not my employees just as it is Ben and Toni's.

skydive nikki · Oct 3rd, 2009, 12:27 PM

You sound like you have excellent customer service, Kate. Your business should stay around for a long time. HH needs to take some tips from you.

Oct 1st, 2009, 05:53 PM	#211
mothbeast Member Joined: Jan 2009 Posts: 815	Groupon restrictions - no further response from Groupon or HH So I still haven't received a more in depth response to my email to Groupon & HH about the restrictions on using the Groupon. I'd asked them to reply to all so that Groupon and HH could both agree on the restriction on the Groupons. I very quickly got a very polite response from a Groupon CS saying that everything Lina said was right and that they'd pass along the email and she'd write back. Since it's been almost a week - I emailed last Friday end of the day I'm going to assume they won't respond at all. I'd asked about many of the problems folks had been having - combining with codes, in store use, gift certs and I also asked about refunds if the stated restrictions weren't accurate. I have "used" my Groupons to get a bag online from a hottie but was still hoping that they might write back so that I could post here.
mothbeast Member Joined: Jan 2009 Posts: 815	__________________ Seeking Hayden Harnett Tharpe red Gray or anthracite Tharpe maybe later this fall. Last edited by mothbeast; Oct 1st, 2009 at 06:00 PM.

Oct 2nd, 2009, 11:15 AM	#212
PiggyinManolos Here... Joined: Sep 2009 Location: my little prison Posts: 779	In an interesting twist, I received an email from Salina the same day I sent my inquiry about the first time user code. The purchase had to be $200 or more....and since mine wasn't, that's why I didn't get it.
	__________________ Piggy's Wish List: More HH stuff!!!!! Sao Paulo Hobo-black, colored Keyfob, red Margot sunnies case, a cheap* Trophy, a Conrad, a carryall in any color except black or brown, something grey, and something metallic....for now....* ________________ Piggy's Closet...Home to the Sao Paulo Rosso, Sao Paulo Prato, mysterious (brandy? cordovan?) brown Lorca, ginger clutch wallet, MB Circe clutch, and yellow Margot sunnies case.

Oct 2nd, 2009, 11:33 AM	#213
carlottalyn Member Joined: Apr 2007 Posts: 2,186	Seriously?? It didn't say anything about that when I saw the post on twitter. That sucks, I'm sorry.
carlottalyn Member Joined: Apr 2007 Posts: 2,186

Oct 2nd, 2009, 11:43 AM	#214
PiggyinManolos Here... Joined: Sep 2009 Location: my little prison Posts: 779	yeah--it bit, but i wasn't gonna fight for $7...I would have bought it any way even if I hadn't heard about the code....but I don't like lies by omission....
	__________________ Piggy's Wish List: More HH stuff!!!!! Sao Paulo Hobo-black, colored Keyfob, red Margot sunnies case, a cheap* Trophy, a Conrad, a carryall in any color except black or brown, something grey, and something metallic....for now....* ________________ Piggy's Closet...Home to the Sao Paulo Rosso, Sao Paulo Prato, mysterious (brandy? cordovan?) brown Lorca, ginger clutch wallet, MB Circe clutch, and yellow Margot sunnies case.

Oct 2nd, 2009, 12:37 PM	#216
fafnir Member Joined: Jul 2008 Location: Portland Posts: 4,031	sigh someone here said you have to be a lawyer to order from HH these days... I'm beginning to think she was right.
	__________________ Tentative Fall 09 shopping list: HH: Black Kin Belt, Yam Shine Trophy bag. Swedish Hasbeen high-heeled jodhpur boots. ISO: Moss, Olive, Plum, Aubergine, Blueberry, Yam, Moonbeam Celinas "The large print giveth and the small print taketh away." -- Tom Waits

Oct 2nd, 2009, 12:06 PM	#215
monkeytail Member Joined: Sep 2009 Location: Los Angeles Posts: 54	The email they sent out with the first time code says orders of $200 or more and that it expires on 10/1. Maybe that wouldn't fit in the tweet? It looks like less than 140 chars to me though :)

Oct 2nd, 2009, 02:03 PM	#217
kate83675 Throw It!! Joined: Nov 2008 Location: SW Florida Posts: 1,971	Or psychic!
	__________________ Border Collies Never Quit Just one little Ginger HH Celina is all I want. Please let me know if you find one.

Oct 3rd, 2009, 12:14 PM	#219
quizshow HH Junkie Joined: Feb 2009 Location: Texas Posts: 482	The other two pairs of greenpoint wedges arrived yesterday, but the black pair is in bad shape. The leather on them is faded and cracked from what I'm not sure. At first I thought the eucalyptus had bled onto the black, but it's the actual leather. Either way they are no longer black, but grey. And I know there is no replacement for it because Nitza had to hunt these down and it's probably the last pair. I'm thinking of keeping them but asking for a price adjustment. Waiting to hear back from HH.
	__________________ HH Fall Wishlist: Sophie - Emile - Havana - Ramone - Yves - Biblio RM Wishlist: Nikki - MAC - Darling http://forum.purseblog.com/handbags-...-526722-2.html

Oct 3rd, 2009, 12:24 PM	#220
kate83675 Throw It!! Joined: Nov 2008 Location: SW Florida Posts: 1,971	When a customer takes the time to tell you of a problem you DO NOT act as if they're being a pain in the nice even if they are. You thank them because they've taken time to contact you giving you a chance to fix something about your company if it needs fixing. They may be chronic complainers but how do you know if you discourage complaints and don't listen to them? I take every complaint made to my company personally and I thank them then I look into it! How hard is that? It's my reputation on the line, not my employees just as it is Ben and Toni's.
	__________________ Border Collies Never Quit Just one little Ginger HH Celina is all I want. Please let me know if you find one.

Oct 3rd, 2009, 12:27 PM	#221
skydive nikki HH hoarder Joined: Mar 2009 Location: Detroit Rock City Posts: 3,339	You sound like you have excellent customer service, Kate. Your business should stay around for a long time. HH needs to take some tips from you.

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