customer service frustration

[kate83675]

I'm seeing my order claiming "this item is shipped on 8-19" w/ a tracking number but when I go to UPS there's no tracking, no information, no nothing. Guess that's why. Clever of them to do that isn't it?

I can just hear the explanation, "oh we just had a big sale...ha, ha" No kidding? That's why I'm calling!! At least I haven't waited since February for an item like some people have, thank heaven for small favors I guess.

[pigalle74]

what about the ones that are still selling on their website and are backordered? I ordered an EUC Kira Wallet on 8/11 and shipping date has just been pushed back to 9/2...

[Suzzeee]

Any spring items that are available for sale - especially a clearance sale, should be in stock, in a warehouse somewhere available to be shipped out immediately when they are sold. The fact that things that are on clearance are on "backorder" means there is a problem somewhere. Either their computer system is totally screwed up and they aren't really on backorder or if they actually are, there's a shipment of goods that should have been received by them ages ago when they could still be sold at full price or close to full price, that is still coming from their factory -- maybe they had a manufacturing delay but the goods were already committed to by HH and they have to take the late shipments even if they have to sell them at clearance prices (they are still making money with the high margins on these types of goods so that's not a disaster) or there could have been a financial holdup where HH couldn't pay for the goods when expected and they are just now getting paid for and shipped - either way, it's very odd for last season's goods to ever be "backordered" -- you expect that when it's fresh goods for the season that have sold well and you've had to reorder stock ... at the beginning of the season and not the end like we're seeing.

[kate83675]

That's exactly what I've thought when I see an item on clearance or EOS sale but it's back-ordered...why is it on back-order and clearance at the same time? There's problems somewhere in the supply line and I've tended to shy away from those items.

[siouxie]

so funny - so I got an email today saying that my order was delayed for 5 days because a belt was out of stock and removed from my order and that my order would probably be shipped today.

So, I looked at the order link from my email and the text was updated to say it would ship today. Later, I looked at the UPS link - the transaction was voided and now my ship date is tomorrow. That's fine...if it really is tomorrow.

It just goes back to lack of communication .....would this have been helped along if I hadn't been a nag? It's like getting my kids to clean their rooms.

[enga4]

No, probably not, siouxie. I emailed them about my order (6 days and not even given a tracking #!) and what was going on (politely of course) and was informed that it'd be shipping tomorrow. Hopefully I'll have my lorca in my hot hands by the weekend.

But why should we even need to nag?! This is a business... I've never, ever seen this before. Usually, etailers bend over backwards to get the goods to you... :igh::

[fafnir]

The only good I can see coming out of this is that it quashes my obsession with HH and I can get some productive work done (and save $$). It could happen, people!

[cherubicanh]

Oy, my moonbeam Clara is still in the "billing info received" status. It was supposed to have been shipped out last Monday....there is no loooove.

[pseudonymph]

Originally Posted by enga4

No, probably not, siouxie. I emailed them about my order (6 days and not even given a tracking #!) and what was going on (politely of course) and was informed that it'd be shipping tomorrow. Hopefully I'll have my lorca in my hot hands by the weekend. But why should we even need to nag?! This is a business... I've never, ever seen this before. Usually, etailers bend over backwards to get the goods to you... :igh::

Amen. I placed an order on the 11th. When i still hadn't received a tracking number a week and a half later, i emailed and was assured it'd be shipped out this past Friday, or Monday.

I get my tracking number this morning and check it, and the status is:
"Status: Electronic Shipping Info Received

The U.S. Postal Service was electronically notified by the shipper on August 24, 2009 to expect your package for mailing. This does not indicate receipt by the USPS or the actual mailing date."

So it still hasn't been posted, i've just been fobbed off. Large sale or no, this would be unthinkable behavior from most other online businesses.

[temo]

The thought just occured to me. Don't want to panic anyone, or anything. . .but with the US economy troubles and all. . . Maybe . . . could they be in real trouble?

[kate83675]

Don't say that! They have $150 of my money (and that or more of a lot of the rest of us) in Groupons!

From what I've read in this and other threads the poor shipping practices are the disorganized norm for HH, not necessarily indicators of real trouble. I haven't heard anything from Rapt about my BB carryall I ordered Sunday morning either. We may be used to the competence of companies like Lands' End and B&H Photo ~ I bought a camera from B&H Sunday afternoon and it's going to be here Thursday (w/ free shipping); some companies have it together and HH is doing the "artiste" thing with a lack of interest in the pesky details like excellent customer service.

I just want my Athena tote!

[temo]

I just received an email from Salina. The order confirmation states it HAS been shipped altho I have no tracking number. She tells me that they are waiting for the product themselves to ship out! It does not seem reasonable to me that my credit card was charged some time ago and they do not even have the item yet to sell! Personally, I'll be happy just get my money back and call the deal off! Lesson learned! No more buying online from HH!

[eSynergy]

I just received my painterly thalia dress in the mail! I called yesterday to see what was up (ordered on 8/10, and was in shipping limbo from 8/17-8/24). The girl on the phone said all of the clothes were processed and that UPS was picking them up yesterday, for delivery. Well, she was right!

I don't know if my phone call had anything to do with it, but I suggest calling them to check on your orders!

[pigalle74]

I called this morning again and was told that all my orders (all FOUR of them) will go out by the end of this week. Sigh... I hope I get them by next week

[temo]

Originally Posted by temo

I just received an email from Salina. The order confirmation states it HAS been shipped altho I have no tracking number. She tells me that they are waiting for the product themselves to ship out! It does not seem reasonable to me that my credit card was charged some time ago and they do not even have the item yet to sell! Personally, I'll be happy just get my money back and call the deal off! Lesson learned! No more buying online from HH!

Phew! No more waiting for me! Luckily Salina cancelled my order.
I'm just not comfortable knowing my CC has been charged and that HH doesn't even have the item in their possession to ship to me. (Could still be in China for Heaven's Sake!)

Sheesh! I thought this was an end of season sale to clear out their items before bringing in fall/09. If they are still waiting delivery on their end from China , What's Up?