HH HALLOWEEN SALE DEBACLE: Ben's Response to Me.

[chodessa]

Oh, thanks pursegal... I am stuck at work and can only check in... that would be great!!

[mdlovesbags]

Thanks pursegal for researching. If i could return my groupons I'd feel a lot less antsy.

[pursegal]

Originally Posted by chodessa

Oh, thanks pursegal... I am stuck at work and can only check in... that would be great!!

no problem, the rep i spoke with pulled up my account and said he could cancel only if there is a problem w/ the service, then preceded to say he could refund my last 4 which are from the month of October. I think if you explain there are now stipulations in place w/ HH regarding the groupons, that's enough of an issue for them to refund.

it didnt seem like to much of a problem was the tone I picked up. he also said if i was going to do this, i needed to do it quickly. so i told him i would let them know tomorrow.

i hope this helps...

[quizshow]

Originally Posted by merrygold

I hear you Faf! My workplace is business casual but the other chick in the office is more casual than business, so I feel self-conscious to pull out the silks. I have the Maria Simple dresses and Plume Wrap dresses from the previous year and I have yet to wear those as well! However, the Alice is so special that I simply had to have it. I hope it makes it to good sale to make it worthwhile for you to give it a try.

Merry, don't let poorly dressed coworkers keep you from being fabulous...rock the silk!

@MD...priceless...don't you just love people...

[Miss Curly]

I'm starting to be relieved that I never messed with the Groupon thing. What a debacle!

[kate83675]

I think I'm going to put this out of my mind for a bit, maybe HH is trying to fix things and doesn't want to talk about any problems they've been having.

Maybe if the pressure is off for a while we'll be happily surprised. We shold keep any eye on things but I can't keep being so upset about it.

[jwhitlock]

You know, many smart companies out there form advisory boards to tackle issues like this, among other things.

HH has benefitted from SOOOOO MANY good ideas from you hotties. It's one thing to bitch and moan and complain and not come to the table with any solutions. But that is a far cry from what is happening here. There are problems, there are complaints, and there are suggestions. There is a true desire to make things better, from our end. But there is no resolution or attempt at making it better from their end... really just alienating core customers.

Shameful.

[sallyca]

http://notalwaysright.com/

I needed a bit of laugh - a break from all the Ben CS crap. The point for me isn't so much whether his answers are technically right or wrong (he sees it one way, we see it another) but the tone of his letters is horrible.

Dude - we pay you. What part of that equation isn't understandable? I didn't "cheat" but now I feel tainted by your general accusation. Perhaps you wanted to make us all feel guilty about getting a sale price on a HH product. I even feel like my enjoyment of your products is tainted. Every time I look at an HH bag that I got on sale I have that feeling now. I carried my beloved KP corc yesterday. I bought it months ago from someone on ebay. For me - the HH logo - now has a negative association. Way to go.

If we are telling you that we are confused by your exclusions or how to calculate sales prices then fix it. If we are telling you that your policies about backorders need to tighten up - then do it. Or not - clearly that is your choice. There is lots of HH stuff that I want to get but won't order now. I am waiting for some orders that I made during the sales and once I receive them it is unlikely that I will buy more from you. Unless there is some kind of drastic apology from you about the tone you have taken in this letter.

Ben - I kept quiet this whole chilly sale/Halloween sale fiasco - haven't commented on facebook, haven't twittered and haven't weighed in on any of these discussions except to support the other hotties. But - this last message finished me off. I was waiting to see what your response was. Again - I don't care if you are technically right or wrong. You can defend your policies or communication however you see fit. But your defensiveness and use of the word "cheating" speak volumes to me about how you feel about your customers. Good luck with your business in the future.

[siouxie]

Originally Posted by sallyca

http://notalwaysright.com/ I needed a bit of laugh - a break from all the Ben CS crap. The point for me isn't so much whether his answers are technically right or wrong (he sees it one way, we see it another) but the tone of his letters is horrible. Dude - we pay you. What part of that equation isn't understandable? I didn't "cheat" but now I feel tainted by your general accusation. Perhaps you wanted to make us all feel guilty about getting a sale price on a HH product. I even feel like my enjoyment of your products is tainted. Every time I look at an HH bag that I got on sale I have that feeling now. I carried my beloved KP corc yesterday. I bought it months ago from someone on ebay. For me - the HH logo - now has a negative association. Way to go. If we are telling you that we are confused by your exclusions or how to calculate sales prices then fix it. If we are telling you that your policies about backorders need to tighten up - then do it. Or not - clearly that is your choice. There is lots of HH stuff that I want to get but won't order now. I am waiting for some orders that I made during the sales and once I receive them it is unlikely that I will buy more from you. Unless there is some kind of drastic apology from you about the tone you have taken in this letter. Ben - I kept quiet this whole chilly sale/Halloween sale fiasco - haven't commented on facebook, haven't twittered and haven't weighed in on any of these discussions except to support the other hotties. But - this last message finished me off. I was waiting to see what your response was. Again - I don't care if you are technically right or wrong. You can defend your policies or communication however you see fit. But your defensiveness and use of the word "cheating" speak volumes to me about how you feel about your customers. Good luck with your business in the future.

this is so dead on!! I actually felt the same way today looking at my beloved lorca. A shame. This is a great post!!!

Whether or not they're having problems, this was NOT the way to handle it, and they've made the same mistakes (accusatory tone, lack of communication, etc) for days.

[kate83675]

An excellent post Sally. I just feel like giving up for now since it feels like we're being deflected without real consideration being given to what we say. I thought it'd be fairly simple. Geez, if I can get it with our own company it's not that hard!!!!

[jc0812]

Ben's tone is all wrong, regardless of who was wrong or right. I negotiate with customers in a corporate setting over contracts worth hundreds of thousands/millions of dollars and I rarely ever take that kind of tone unless a customer is outright rude. If I can't get away with it in a corporate setting, no way should HH be able to get away with it over a couple of botched sales.

I'm really quite sad because HH was the first brand I discovered and truly fell in love with on TPF and I love my fellow HHotties. I hate to devote my money/attention to other brands, but there are so many incredible handbag companies out there right now that are truly making an effort to have excellent CS that I'd rather spend my money on them.

[kate83675]

I get the feeling sometimes - not just here with HH - that there's not an understanding an awful lot of us are experienced and successful in the world, in business, academia etc and we're not dumb. Just because we're women on a purse forum doesn't mean we don't know the way to do things correctly.

Yes, Ben's tone puts your back up before you even hear what he's saying. We're due respect just as much as he and HH are.

[chodessa]

I just realized I have a groupon with a 4 as the first number...

[kate83675]

OMG Cho! Burn it!

[Clutched]

I had yet another person gush over my cuffs today. She persisted in knowing where I got them and how could she get some. I told her, but said that the company was having...um....manufacturing issues. ??? I then added that I currently have two open cuff orders with them; and they are amazing...so, um...