HH Customer Service Rocks

[RealMcCoy]

I found a thread about LP's customer service and almost posted there, until I noted that it was LP and HH. I think HH deserves their own shout out. I purchased items during the sample sale and the Thankful sale. Two of the items were daily specials (Bronze Tamasin and the Ipanema Frame Wallet). I sent the Tam back because I decided I liked the bronze in the Corc (which I ordered a few days later that sale). I sent the Ipanema back because the catch didn't hold. Both were listed as "no refund, store credit only" specials. I got the return authorization and sent them off. I did not bother the CS because they went directly into the Wishful sale. I figured first week of the year, when things calmed down a bit, I would call about my store credit.

They rock! Without me even calling, they credited my card with a full refund. This, even after full disclosure, when ordering, that they would not do refunds - only store credits. That is customer service going way beyond what I expected. Even when I called to get a RMA number because the web site wasn't cooperating, they were as courteous as could be. I wish our local stores would take lessons from HH.

[mlinky]

Yes, I received a defective belt during the Thankful sale (first defective item that I have ever gotten from HH). Not even an issue for them. About as easy of a return as I have ever experienced.

And, I always say this, but I Nitza and Salina!

[darcy-0702]

I also sent an item back for refund. They received it on Xmas eve and my cc has already been credited! Wonderful customer service!

[merrygold]

Their CS is absolutely fantastic!!! They've always been everso helpful with changing orders after they've been placed. I can't believe the hours that these ladies work! I've even received email correspondence from Salina sent at 10:40 P.M. on the day after Christmas! I hope that these ladies get a nice long relaxing vacation after the holiday rush is over. They deserve it!!!

[MamaToJakers]

I agree with everyone!! I, too, had to change an order - actually, cancel an order before it shipped because of major buyer's remorse - and they did so without batting an eye. They've also been very helpful on the phone with generating an RMA# for me when I couldn't get it to work online, AND Salina has been so friendly in emails, too, even when I've asked seemingly ridiculous questions. I've yet to have a problem with their CS.

[tonij2000]

I received an anthracite clutch wallet from one of the sales and item was final sale. The zipper pull was missing and since they were out of the anthracite, they let me exchange it for Tango Red.

I must say that out of at least 20 orders, this was the first time that I received anything with a defect.

[samhainophobia]

I'm very pleased with CS as well. I received the first of my two Wishful orders, and one of the two items was incorrect -- I ordered the Clutch Wallet in Black Zeus when it was the featured item, and whoever was packing my order accidentally sent me the Clara Clutch Wallet in Black Zeus. Quite an understandable mistake, as the names are similar and with such a high volume of orders to pack.

I discovered the mistake last night when I came back into town and received my parcel. I called HH customer service this morning. The young woman that I spoke to was absolutely lovely to deal with and generated a RMA# and UPS return label for the Clara wallet right away (and the correct wallet should be making its way to me ).

[enga4]

In light of all the bummer hh cs experiences lately, I wanted to share my totally positive one(s).

Today, I hadn't even gotten a chance to call hh about my double groupon, 6/9 laurel flats fiasco when I received an email from Nitza saying to call hh support as they only had my old number on file and weren't able to reach me by phone. After sorting everything out, I had my size 9 laurel flats, the other order cancelled, a refund posted to my cc paypal, and my groupon code reactivated--all w.i. a few hours of talking w. her! She was totally cool on the phone, very pleasant... cute accent!

My previous order had me waiting on my Zap! Lorca for over a week without explanation. I sent them an email about how I needed it for an event the following Saturday, and like lightening, it was at my doorstep.

My last cancelled order was the bleecker backpack, and they had me my money in the midst of their summer sale madness well within the timeframe.

Now, I don't want to jinx myself by posting this (after all, my current order status is still at "billing info received..." but I'm feeling so warm and fuzzy for the hh peeps, "OH, I can't keep it in," as Cat Stevens would sing, "Oh, I gotta let it out. I gotta show the world, world's gotta see, see all the love, love that's in me."

[skydive nikki]

Nitza is AMAZING!!!! She always comes through for me. I love getting her on the phone because I know I am in good hands with her!

[pigalle74]

I wanted to second that Nitza is amazing! I love her!

[gingeybear]

Shout out for Nitza!! She has come through for me so many times..helped me get my HG the Black Tharpe, found all of my lost credit codes, and it was a thrill to meet her IRL..she is gorgeous..and warm and funny too. Yes.I've had my issues with HH CS but I know that eventually, at least in my case, most of the issues will be resolved..(except for one smelly, skunky bag that I had to do away with..)

[quizshow]

Well, I hope she can help me. My order on Saturday for the greenpoint wedges apparently didn't go through to HH, but paypal has already charged me. She called me today to follow up on the email I sent on Saturday regarding my order confirmation. So it seems I might not be getting my size 10's because HH never got the order to pull the shoes from stock, and now two colors are sold out again.

[merrygold]

Oh no Quizshow, I'm so sorry! My fingers are crossed that Nitza can work her magic and get you those shoes, even if she has to pull them from the design shop! Good luck!

[Sybaryte]

I wish I had at least one great experience with HH CS to recount after more than a year of ordering from them; I don't. But I do with LP...so it ain't just about me.

[enga4]

Oh, Syb, I'm sorry to hear that.