customer service frustration

[jennirane]

It's looking like we'll have to hunt you down on the LP thread, Syb! Timing? Who knows... they definitely need to work on some things. I've had better luck when I've reached Nitza, but even then at times I've been frustrated when answers (especially about shipping) don't seem to make any sense. When my Pomps were still sitting in the warehouse, while so many people were posting pics here of theirs, she said they'd packaged the Pomps according to color (so I said, so then the only people getting theirs are the ones who ordered MB, since I ordered Black and VCP?) Not so, although she did expedite my order... I whined, though, and I HATE whining.

[OhCARNage]

I've only called customer service once to cancel an order and someone picked up right away and was very helpful and polite. My remaining orders from the 10th, 13th and 14th are marked as shipped on the 14th, 18th & 19th respectively, but still nada from UPS.

[Sybaryte]

You know, everyone excuses HH's poor behavior because it's a small operation....kinda like the toy doggie that was never house trained. But how big of a ship does Luna Boston run? [Mixed metaphor anyone?] Those people are awesome! I placed an order yesterday and UPS has it.

Look at LB's In-Stock Guarantee:

We don't sell things that we don't have in stock. It's that simple.

And their refund policy:

We will refund your credit card within 5 business days of when a return is received.

Dang! I just emailed HH and told them to cancel my impulse buy orders that are sitting in limbo land somewhere. I can't be bothered checking the shipping status any longer for unimportant stuff.

[balena]

Wow, looks like things haven't changed much with HH shipping issues. I have always received pretty quick responses from Nitza but I always email so that there's a "trail" in case an issue needs to be escalated somehow. I've never had that happen but it's good to have your bases covered. My card has always been charged right away regardless of item availability and I'm on the West Coast so things take even longer to get to me, even with expedited shipping. I do hope at some point they start addressing these CS issues – it's really hard to remain excited/loyal to them knowing that ordering from them can still be a crapshoot.

I have placed orders and pre-orders from a few other (r)etailers in the last few months and almost all have had trackable shipping #'s within 24-36hrs of placing the order. One etailer recently emailed me about a delay on a pre-order item with an explanation, apology, expedited shipping and special discount code (all in the same email!) on the day the item was indicated as being available – I never had to contact them to ask what was going on. Oh, and the item was only delayed for TWO days; instead of shipping on a Tuesday, it shipped out on Thursday of the same week! IMO, that's a great way to build customer loyalty!

[skydive nikki]

There really is NO EXCUSE for poor customer service no matter how big or small of a company. No matter what! Unfortunately, I can't brake up with them yet. Addictions are horrible. You know it's bad yet you keep playing with it.

[fafnir]

Luna Boston is great. I love their customer service. But they hardly ever have what I want in stock, and when they do, they don't have the amazing prices a good HH sale has. So it's a trade-off. I just happen to really connect with HH's products.

[BattahZ]

I'm with Sybaryte - the bad CS and shipping delays are making me like the items less. I've been debating whether to just cancel my black Trophy and order something else from somewhere else. And if I wait until it arrives and return it if I don't love it 100%, I'm afraid it'll take forever to get my refund.

[skydive nikki]

I think their flat out lies are what gets me the most. I have been told they fill things by order date. That is so not true. I ordered something a week ago ,its in stock, yet its still not being shipped. The other item I ordered a day ago and thats already on its way.

[SeriouslyBrenda]

Really, all it would take is a short email with a brief explanation stating there is a delay in shipping because of the huge amount of orders they are processing, etc. A little honesty goes a long way.

I don't want to complain because of the amazing deal and free shipping but I'm still waiting for an order to be shipped from the 10th. Now even if it ships on the 24th, I still won't get it until the end of next week. Almost 4 weeks for shipping is a little insane. And at this point, who knows really when / if it will ship. I adore HH but a little more communication would be great.

[siouxie]

thx jenni...only halfway thru cargo cult thread and now cant find glasses (hate that i need reading glasses now!!)

[OhCARNage]

Originally Posted by skydive nikki

There really is NO EXCUSE for poor customer service no matter how big or small of a company. No matter what! Unfortunately, I can't brake up with them yet. Addictions are horrible. You know it's bad yet you keep playing with it.

I believe someone already made the analogy that HH is like a bad boyfriend. You know you should break up with him, but some aspect of the relationship is so fantastic that you just can't bring yourself to do it. Yes, the delays are annoying, but I looove their products.

I've only had refunds for cancellations and they're always posted within a day to my credit card.

The shipping delay means they miss out on getting more of my money in their pockets. I usually shop for b-day presents a few weeks before the date and I can't guarantee that I'll have my order in time for the occasion. So, if you plan on getting holiday gifts for people, better start your ordering now!

[skydive nikki]

Yeah that was me that made that analogy a while ago when we were talking about this same BS.

[siouxie]

Feeling better - did you guys get the tweet today ( think it was also sent out via email last week) for addl 20% off any $600 purchase! I replied w/twitter that I wasnt gonna be spending anything until my 8/14 order that's been stuck on the warehouse floor with status of "billing info received" actually arrives. I know, no big deal, but it felt good being able to actually use technology to hopefully reach B&T. I'm ready for a breakup!

[enga4]

Originally Posted by skydive nikki

Yeah that was me that made that analogy a while ago when we were talking about this same BS.

Yes, soooo apropo!

[OhCARNage]

Originally Posted by siouxie

Feeling better - did you guys get the tweet today ( think it was also sent out via email last week) for addl 20% off any $600 purchase! I replied w/twitter that I wasnt gonna be spending anything until my 8/14 order that's been stuck on the warehouse floor with status of "billing info received" actually arrives. I know, no big deal, but it felt good being able to actually use technology to hopefully reach B&T. I'm ready for a breakup!

Got the tweet, siouxie, but wasn't smart enough to tweet back something similar. How many of us here are on twitter? If we all did that, would be get a real answer? Perhaps the whole shipping dept. was on vacation for a week, got H1N1, etc.