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siouxie · Aug 21st, 2009, 06:09 PM

I checked in the Ben and Toni thread, but haven't seen recent responses from them to CS issues.

I am frustrated! It seems each time I've called a store, someone answers and sounds *really annoyed.* I get it - retail is stressful, I worked in retail in college as an asst manager, people can be rude. But, we're customers! I couldn't sound like that when someone called my office!

Then - the order system. It stinks! It's almost 2010, stuff's automated, and things should work. I get that glitches occur - but after the last sale with free shipping, I placed an order Aug 14 - the order status I received indicated it would ship Sept 14! That's wack. It's a clearance sale. Anyway, I wrote to HH that day (a Friday) asking if anything was in stock and could be shipped earlier and I received a response the following Monday saying yes. On Aug 19, my order status was updated to saying my order shipped, with a tracking number. I clicked on the link and UPS's site gave me the preliminary "billing information received" message and that is still the message there today. I called and emailed again today asking if that maybe the label was printed/box was scanned, but my box of goodies was left in the warehouse by mistake? I had UPS deliveries the 19th, 20th, and 21st, but none from HH. I specifically ordered stuff for a business trip next Tues, figuring I'd have plenty of time...I get my items in one day from HH after they're sent. I realize that UPS doesn't always update its package tracking, either, but a call to UPS was, as expected, unable to give me any more info than what was on their site.

This sort of stuff may not be major, but it's annoying, and when I inquire about it, the response is often not helpful, if there is a response.

I love HH stuff, but I don't heart HH service.

fafnir · Aug 21st, 2009, 06:46 PM

I hear you. There's no excuse for store employee rudeness. Just none.

I'm a little ticked that they are charging my cc and then not really shipping the item. The Order Confirmation says it has shipped, but it hasn't. (We're not talking a day or two, but weeks.)I don't mind waiting for an item if it has to be sent from the warehouse or whatever, but don't charge my cc until you are actually shipping the darn thing.

skydive nikki · Aug 21st, 2009, 07:57 PM

Ugh, I could go on and on with all the CS issues I have with HH. It is such a love /hate relationship I have with them. I ordered some things a week ago and they still have not been shipped out yet. Not to mention all the times I placed orders they could not fill, rude people on the phones, and waiting forever to get refunds. It's just a huge mess over there and they obviously don't really care about our complaints because they have never fixed anything! I get mad at myself for putting up with it and continuing to buy stuff from them. Deep down I think they will never change. They are doing good with online sales even in a bad economy. I guess thats enough for them that the money is still pouring in, so why would they change a thing?

sirene · Aug 21st, 2009, 09:17 PM

I have to agree. Even though I've had pretty good CS from them (not including refunds, that's a whole other debacle), I think don't think it's right to charge people immediately then take an eternity to ship. I thought at one time they didn't charge the card until the item was in a truck, on its way? Perhaps I'm just dreaming.

fafnir · Aug 21st, 2009, 09:31 PM

Originally Posted by sirene

I have to agree. Even though I've had pretty good CS from them (not including refunds, that's a whole other debacle), I think don't think it's right to charge people immediately then take an eternity to ship. I thought at one time they didn't charge the card until the item was in a truck, on its way? Perhaps I'm just dreaming.

sirene, their policy has always been (afaik) that they don't charge your cc until they ship. The exception to this has been PayPal, if you use PayPal, you get charged right away.

sirene · Aug 22nd, 2009, 12:05 AM

Ah, thanks for the clarification.

chinadoll724 · Aug 22nd, 2009, 12:17 AM

Yup- I agree with you- although I don't see any excuse for why items shouldn't be sent out within the week and for a shipping confirmation to be sent. I always have to check to my order to see if it's been shipped. I ordered on the 10th- it says "shipped" on the 14th, but really, it doesn't get picked up until the 19th so I won't get it until the 25th. I love HH, but now I won't buy something unless it's a huge deal.

Sybaryte · Aug 22nd, 2009, 01:11 AM

Originally Posted by fafnir

sirene, their policy has always been (afaik) that they don't charge your cc until they ship. The exception to this has been PayPal, if you use PayPal, you get charged right away.

Huh? They always charge my credit card right away. My last order was placed on 8/17 - same day my card was charged; however, HH says shipped 8/21 and UPS says "could not locate."

fafnir · Aug 22nd, 2009, 01:58 AM

Syb, mine usually didn't get charged until they were ready to ship-- the charge would stay in Pending limbo until then.

Sybaryte · Aug 22nd, 2009, 02:14 AM

I'm confused because I thought part of the CS problem was that all the B-O'd merch had already hit the charge cards. So only true for Paypal? (Not that that makes any sense or is acceptable.)

nishita · Aug 22nd, 2009, 02:31 AM

My card has been charged right away in the past. Just last month I was charged right away for the elusive Euc Celina cuff and another item I ordered with it. I was given a tracking number right away, got the EOD three days later, was refunded for the cuff another two days later and then my other item shipped two days after that (a week after I purchased & was charged).

Suzzeee · Aug 22nd, 2009, 03:03 AM

I don't think that they can legally charge you for merchandise until it ships unless it's a pre-order deposit type situation. I have stuff that said it shipped on 8/14 and the tracking link shows nothing other than that UPS received their info. I hate calling there too because usually I get someone who spends too much time giving me a "non-answer" to my question like when I politely inquired about whether they were indeed going to sell shoes this Fall - she spent 10 freakin' minutes telling me maybe yes, maybe no -- good grief! Maybe that's how they justify charging our cc's right away - they just say it's been shipped when it hasn't?? Nothing I ever order from the East Coast takes as long as HH to get to me which leads me to believe when they say it's "shipped" it has not shipped at all. I only buy stuff when it's either something I'm dying for (Michelle Scarf for example) or such a great deal, it's worth the frustration! That's not a good sign for this particular business -- the winners in this economy are going to people who not only have a great product at a great price, but those who have good customer service and I count HH at a very low level for CS!

siouxie · Aug 22nd, 2009, 07:32 AM

wow, this stagnant shipping really is an issue!! I am surprised that so many people have packages sittin in limbo!

I agree about the love/hate thing, and I, too, get mad at myself for continuing to buy stuff from them! But, sometimes the sales have such great deals on things that are so yummy, or make the gifting of such things affordable!

I'm gonna email them again today, telling them my email from UPS said that they've never received the package, and I'm gonna ask them if they can please actually ship the goodies Monday! Although, now that I think about it, since UPS comes @ 1ish, I won't get my stuff in time Tues for my trip :(

jennirane · Aug 22nd, 2009, 08:47 AM

Siouxie, better than emailing, call HH CS and ask to speak to Nitza. (Someone chime in if I've gotten her name wrong.) Salina is very nice and sometimes helpful, but in my experience, Nitza is in a position to get things done when something falls through the crack.

Sybaryte · Aug 22nd, 2009, 01:21 PM

Jenn - Most of the time when I've called HH, I get voicemail (during business hours) and no one ever calls me back. Makes me loath to call them again much less expect to speak to one person in particular.

Unfortunately, HH's piss poor customer service is having a halo effect, and I'm starting to dislike a lot else about them (in case you couldn't tell!).

Aug 21st, 2009, 06:09 PM	#1
siouxie OP Member Joined: Jan 2009 Location: probably in the kitchen.... Posts: 439	customer service frustration I checked in the Ben and Toni thread, but haven't seen recent responses from them to CS issues. I am frustrated! It seems each time I've called a store, someone answers and sounds really annoyed. I get it - retail is stressful, I worked in retail in college as an asst manager, people can be rude. But, we're customers! I couldn't sound like that when someone called my office! Then - the order system. It stinks! It's almost 2010, stuff's automated, and things should work. I get that glitches occur - but after the last sale with free shipping, I placed an order Aug 14 - the order status I received indicated it would ship Sept 14! That's wack. It's a clearance sale. Anyway, I wrote to HH that day (a Friday) asking if anything was in stock and could be shipped earlier and I received a response the following Monday saying yes. On Aug 19, my order status was updated to saying my order shipped, with a tracking number. I clicked on the link and UPS's site gave me the preliminary "billing information received" message and that is still the message there today. I called and emailed again today asking if that maybe the label was printed/box was scanned, but my box of goodies was left in the warehouse by mistake? I had UPS deliveries the 19th, 20th, and 21st, but none from HH. I specifically ordered stuff for a business trip next Tues, figuring I'd have plenty of time...I get my items in one day from HH after they're sent. I realize that UPS doesn't always update its package tracking, either, but a call to UPS was, as expected, unable to give me any more info than what was on their site. This sort of stuff may not be major, but it's annoying, and when I inquire about it, the response is often not helpful, if there is a response. I love HH stuff, but I don't heart HH service.

Aug 21st, 2009, 06:46 PM	#2
fafnir Member Joined: Jul 2008 Location: Portland Posts: 4,044	I hear you. There's no excuse for store employee rudeness. Just none. I'm a little ticked that they are charging my cc and then not really shipping the item. The Order Confirmation says it has shipped, but it hasn't. (We're not talking a day or two, but weeks.)I don't mind waiting for an item if it has to be sent from the warehouse or whatever, but don't charge my cc until you are actually shipping the darn thing.
	__________________ 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

Aug 21st, 2009, 09:17 PM	#4
sirene H1N1 sucks Joined: Oct 2007 Posts: 820	I have to agree. Even though I've had pretty good CS from them (not including refunds, that's a whole other debacle), I think don't think it's right to charge people immediately then take an eternity to ship. I thought at one time they didn't charge the card until the item was in a truck, on its way? Perhaps I'm just dreaming.
sirene H1N1 sucks Joined: Oct 2007 Posts: 820

Aug 22nd, 2009, 12:05 AM	#6
sirene H1N1 sucks Joined: Oct 2007 Posts: 820	Ah, thanks for the clarification.
sirene H1N1 sucks Joined: Oct 2007 Posts: 820

Aug 22nd, 2009, 12:17 AM	#7
chinadoll724 Member Joined: Sep 2006 Posts: 1,206	Yup- I agree with you- although I don't see any excuse for why items shouldn't be sent out within the week and for a shipping confirmation to be sent. I always have to check to my order to see if it's been shipped. I ordered on the 10th- it says "shipped" on the 14th, but really, it doesn't get picked up until the 19th so I won't get it until the 25th. I love HH, but now I won't buy something unless it's a huge deal.
chinadoll724 Member Joined: Sep 2006 Posts: 1,206

Aug 21st, 2009, 07:57 PM	#3
skydive nikki HH hoarder Joined: Mar 2009 Location: Detroit Rock City Posts: 3,351	Ugh, I could go on and on with all the CS issues I have with HH. It is such a love /hate relationship I have with them. I ordered some things a week ago and they still have not been shipped out yet. Not to mention all the times I placed orders they could not fill, rude people on the phones, and waiting forever to get refunds. It's just a huge mess over there and they obviously don't really care about our complaints because they have never fixed anything! I get mad at myself for putting up with it and continuing to buy stuff from them. Deep down I think they will never change. They are doing good with online sales even in a bad economy. I guess thats enough for them that the money is still pouring in, so why would they change a thing?

Aug 22nd, 2009, 01:58 AM	#9
fafnir Member Joined: Jul 2008 Location: Portland Posts: 4,044	Syb, mine usually didn't get charged until they were ready to ship-- the charge would stay in Pending limbo until then.
	__________________ 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

Aug 22nd, 2009, 02:14 AM	#10
Sybaryte Sofa King Banned Joined: Jul 2008 Posts: 3,911	I'm confused because I thought part of the CS problem was that all the B-O'd merch had already hit the charge cards. So only true for Paypal? (Not that that makes any sense or is acceptable.)
Sybaryte Sofa King Banned Joined: Jul 2008 Posts: 3,911

Aug 22nd, 2009, 02:31 AM	#11
nishita Member Joined: May 2008 Location: WI Posts: 268	My card has been charged right away in the past. Just last month I was charged right away for the elusive Euc Celina cuff and another item I ordered with it. I was given a tracking number right away, got the EOD three days later, was refunded for the cuff another two days later and then my other item shipped two days after that (a week after I purchased & was charged).
nishita Member Joined: May 2008 Location: WI Posts: 268

Aug 22nd, 2009, 03:03 AM	#12
Suzzeee Social Media Maven Joined: Jul 2007 Location: California Posts: 6,978	I don't think that they can legally charge you for merchandise until it ships unless it's a pre-order deposit type situation. I have stuff that said it shipped on 8/14 and the tracking link shows nothing other than that UPS received their info. I hate calling there too because usually I get someone who spends too much time giving me a "non-answer" to my question like when I politely inquired about whether they were indeed going to sell shoes this Fall - she spent 10 freakin' minutes telling me maybe yes, maybe no -- good grief! Maybe that's how they justify charging our cc's right away - they just say it's been shipped when it hasn't?? Nothing I ever order from the East Coast takes as long as HH to get to me which leads me to believe when they say it's "shipped" it has not shipped at all. I only buy stuff when it's either something I'm dying for (Michelle Scarf for example) or such a great deal, it's worth the frustration! That's not a good sign for this particular business -- the winners in this economy are going to people who not only have a great product at a great price, but those who have good customer service and I count HH at a very low level for CS!
	__________________ Wish List Chanel Vintage Black Jumbo Flap, Fall 2009 Balenciaga Day in Raisin, MJ Mackenzie in Blue, Notice the absence of HH?? They can't seem to ship so what's the point of wishing??

Aug 22nd, 2009, 07:32 AM	#13
siouxie OP Member Joined: Jan 2009 Location: probably in the kitchen.... Posts: 439	wow, this stagnant shipping really is an issue!! I am surprised that so many people have packages sittin in limbo! I agree about the love/hate thing, and I, too, get mad at myself for continuing to buy stuff from them! But, sometimes the sales have such great deals on things that are so yummy, or make the gifting of such things affordable! I'm gonna email them again today, telling them my email from UPS said that they've never received the package, and I'm gonna ask them if they can please actually ship the goodies Monday! Although, now that I think about it, since UPS comes @ 1ish, I won't get my stuff in time Tues for my trip :(

Aug 22nd, 2009, 08:47 AM	#14
jennirane For one afternoon... Joined: Nov 2008 Location: Grand Junction, Colorado Posts: 4,798	Siouxie, better than emailing, call HH CS and ask to speak to Nitza. (Someone chime in if I've gotten her name wrong.) Salina is very nice and sometimes helpful, but in my experience, Nitza is in a position to get things done when something falls through the crack.
	__________________ Stalking Old HH: Yam Emile Bowler and Yam, Moonbeam, and EggplantCelina Cuffs

Aug 22nd, 2009, 01:21 PM	#15
Sybaryte Sofa King Banned Joined: Jul 2008 Posts: 3,911	Jenn - Most of the time when I've called HH, I get voicemail (during business hours) and no one ever calls me back. Makes me loath to call them again much less expect to speak to one person in particular. Unfortunately, HH's piss poor customer service is having a halo effect, and I'm starting to dislike a lot else about them (in case you couldn't tell!).
Sybaryte Sofa King Banned Joined: Jul 2008 Posts: 3,911

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