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

[chodessa]

Ladies, I sent a HH fan page message regarding the Halloween issues and groupon issue.
With his permission, this is Ben Harnett's response to me.



Dear XXXX,
I wanted to personally address the concerns you posted regarding some issues, as I do very much value our extremely dedicated and loyal customers. (This is in no particular order, and if I left anything out or wasn't absolutely clear, please don't hesitate to ask me for clarification.)

1. Groupons -- these are coupons which offer a certain amount of store credit under strict conditions. These conditions include only one groupon per order unless the order amount is a certain amount, after which two groupons may be used. Beyond this, they are valid in every circumstance which store credit may be used. They are not and have never been touted as "cash equivalent" -- they are valid on regular sale items, and combine with discount codes in the same way that store credit is used. Groupons that were purchased beginning with a 4 in the number have further restrictions which were indicated at the time of purchase -- namely only 2 Groupons may be bought per customer per sale, and that they apply as they did before, except where indicated. I hope that clears things up.

2. Price glitches in the latest sale -- yes, this happened. A number of discount codes when combined in a certain way with other discount codes caused an excessive discount to be given to the point where some merchandise was virtually free. This was not the intention of these codes, but instead to offer a good discount to lucky customers. We are constantly trying to keep our customers excited and interested, and try to offer fun and different discounts and other incentives to inspire purchases of products that our customers will and do love. However, there was an unfortunate computer glitch that caused these excess discounts. People commented on it in places like The Purse Forum, knowing that they had received an additional discount beyond what they were entitled to and hoping no one discovered it. I regret that this happened, but we can't give away current season merchandise for next to nothing. I notified people as soon as I could calculate the issue, and we are not summarily canceling anyone's orders, but giving them the option to do as they wish.

We have terms and conditions of use and sale that serve to clarify how we are supposed to conduct business with our customers and how our customers conduct business with us. For example, when people register new email addresses to try to get a different random discount code in the most recent sale, this is plainly a violation of the spirit of the enterprise, but it's also a violation of our terms of service and use, and there are other examples.

I think that touched your main concerns, and again I apologize, but I hope that it's clear, and understandable.

Kindest regards,
Ben.



May I suggest continuing any of your comments/grievances in this thread and I will lead him to it and "maybe" he will come in and comment to try and fix the situation(s)

[fafnir]

Wow, just wow. I did NOT use extra codes. I used exactly what was given to me.

[gingeybear]

http://www.groupon.com/deals/hayden-harnett-dallas

This was the latest Groupon offering. Where in heck does it specify only 2 per order or any of the other restrictions specified in Ben's tweet? I'm baffled and a bit miffed..there...is that low keyed enough? The language I really want to use is a bit less "polite".

BTW..re the tweet: double talk a bit?

[fafnir]

Well, that certainly made it easy to cancel my order.

Great. Now I have 4 groupons for stuff I don't want to buy any more. I hope things change eventually.

[brimac327]

Ok, I paid total $275.01, that does not = virtually free

And, I am with faf, I did not use any extra codes. There was no sneaking or scheming to try and get the biggest discount. I, as a customer, relied on the company to calculate my total.

I think I take most offense to the fact that HH is basically saying that the customer did wrong. Now, if I was guilty of doing something to receive a bigger discount, then I would not be complaining. But many of the people here just clicked the sale link, entered HHFALLTHANKS, and then entered their groupons. I'm very sorry their company had a computer glitch, but honestly, I thought that maybe I had calculated wrong in the end. I guess I put too much faith in HH.

[cellista]

So let me see if I understand this.

Groupons are "valid on regular sale items."

However if HH places an adjective before the word "sale," such as for example, "spooky," or "special," then Groupons are not valid.

It would have been nice to know that at the time of purchase.

[kate83675]

The bit about Groupons with a 4 at the beginning of the number isn't relevant to anything being talked about here - that would be a Groupon issue if it means a customer can only buy 2 of them so I'm not clear on why he brought that up.

I haven't gone back and re-read the posts but if anyone said they hoped HH didn't discover a mistake in favor of the customer, I don't remember it being meant to be serious. I believe all of us here are honest and expect to pay for what we buy not steal it. I felt a little hurt at the implications in Ben's response. Perhaps instead of making the sales so much fun, they need to be made less confusing?

Apparently HH hierarchy DOES read tPF, I know I'd seen a reference at some point that they did not.

ETA ~ if HH does "have terms and conditions of use and sale that serve to clarify how we are supposed to conduct business with our customers and how our customers conduct business with us." I'd really like to see them, maybe we could get a link to them to read? The agreements our clients sign have the T&C right there on the back of every page but I don't know where HH's are to be found.

"For example, when people register new email addresses to try to get a different random discount code in the most recent sale, this is plainly a violation of the spirit of the enterprise, but it's also a violation of our terms of service and use, and there are other examples." Again, I'd like to see the T&C, but when you start telling people they're violating the spirit of an enterprise I think you're entering some shaky territory.

[EYE HEART BAGS]

What does "sale" mean in Benster's Dictionary?

[saccharine]

What I don't like is that he didn't really acknowledge the fault on their end. It definitely sounds like blaming the customers for 'taking advantage.'

Guess what? You're an internet business. There's extreme reliance on accuracy of online ordering and the check-out process. With the sophistication in e-commerce software available, there's really no excuse for these 'glitches' being so common.

[pigalle74]

I did not use the extra code either- HHFALLTHANKS was valid until 12/31/09 and the spooky code was given to me. And I only used the spooky code sent to my registered email address with HH. And I paid $308 for Biblio which doesn't translate into "free". I did use the groupon but it was HH who offered it without restriction to use it on their sale.

What did I do wrong here?

[quizshow]

I didn't either, faf. I used the one and only code they gave me to buy two small items! Using their website via the link they sent me shouldn't result in me being penalized and accused of being dishonest.

And while I understand his point about the spooky email codes, I have two valid email accounts that are both registered with their site. I should be able to use the best available code if I've used both to make purchases.

I'm really glad I didn't make any extreme efforts to purchase in this spooky sale or buy any groupons.

[kate83675]

Originally Posted by quizshow

And while I understand his point about the spooky email codes, I have two valid email accounts that are both registered with their site. I should be able to use the best available code if I've used both to make purchases. I'm really glad I didn't make any extreme efforts to purchase in this spooky sale or buy any groupons.

Reviewing the e-mail from the Crystal Ball I do not see where it's limited to one e-mail address or one code per person. I see where it's linked to your e-mail address and one use only; but no where do I see where it says one e-mail address per customer.

[jennirane]

Also interesting that although he replied to Cho's questions in ways that he could explain things, he hasn't yet replied to my email specifically asking about how STORE CREDITS are used and the strings they've applied to them. Perhaps because there is no good answer? (Not that the above answer is fantastic!)

[mdlovesbags]

My biggest debacle came from the chilly sale (and the flash sale) but I'm sure to have problems with my one hhalloween purchase. I did not try to stack codes I trusted the checkout cart to do the math for me. I did attempt to use my groupons (I assumed, perhaps erroneously, that they were to be used to buy HH merchandise) but all 4 of my codes were eaten and not used.

My big "trick" of the season was to call and see if they would allow for a price adjustment on the Trophy bag I ordered 2 weeks ago when they offered the $300 special. They refused although admitted I could return the one previously ordered (which makes no sense to me but whatever even with shipping I save $150).

They have not responded to my e-mails about how to handle the return of the items they shipped to me but now want me to pay extra for nor any of the e-mails addressing other cancellations and concerns. Phone calls have been useless to date (they'll get back to me).

I suppose I'll write Ben my own e-mail but I fear if I get the response above - I'll lose it :)

[missangelina]

Originally Posted by kate83675

The bit about Groupons with a 4 at the beginning of the number isn't relevant to anything being talked about here - that would be a Groupon issue if it means a customer can only buy 2 of them so I'm not clear on why he brought that up. I haven't gone back and re-read the posts but if anyone said they hoped HH didn't discover a mistake in favor of the customer, I don't remember it being meant to be serious. I believe all of us here are honest and expect to pay for what we buy not steal it. I felt a little hurt at the implications in Ben's response. Perhaps instead of making the sales so much fun, they need to be made less confusing? Apparently HH hierarchy DOES read tPF, I know I'd seen a reference at some point that they did not. ETA ~ if HH does "have terms and conditions of use and sale that serve to clarify how we are supposed to conduct business with our customers and how our customers conduct business with us." I'd really like to see them, maybe we could get a link to them to read? The agreements our clients sign have the T&C right there on the back of every page but I don't know where HH's are to be found. "For example, when people register new email addresses to try to get a different random discount code in the most recent sale, this is plainly a violation of the spirit of the enterprise, but it's also a violation of our terms of service and use, and there are other examples." Again, I'd like to see the T&C, but when you start telling people they're violating the spirit of an enterprise I think you're entering some shaky territory.

Well said. I totally agree: this is shaky territory.