Ben is not involved anymore, I believe, but Toni is involved regarding designs. I think that's how that works. We haven't heard from Toni in a good long while, though, so I wonder if her involvement is more on an intermittant consultation basis or something. But, no, they don't run things anymore.
This. Just. Sucks. I was hoping that things were swinging in a better direction; I have a couple of preorder promise codes that I have yet to use; I am a little apprehensive to do so. I was charged before for several things that I ended up never getting and then had to ask for a refund after getting some email that they were not being produced. It just stinks. All of the refreshed designs have been a welcome sight, but I am missing the little details that made HH so special to me (the little HH studs, the functional pockets).
I was literally seconds away from pulling the trigger on about $1000+worth of merchandise over the holiday, but the lack of design quality clarity and recent cs issues made me rethink my purchases. :( I absolutely adore my Nico's, and I would die to have another in that terracotta pebble; I just cannot deal with this made to order, but doesn't show up stuff anymore. I work hard for my money, and after two years of being raked over the coals with delayed orders, lack of communication, refund madness, I am definitely more cautious. I was not very happy about the mid-switch on the hardware without notice. The HH hardware make the bags look more expensive, IMO. The green is in the details, and I am missing those dearly.
So sorry to hear Fabae!
As of late I'm reduced to lurking status on HH forum. Hoping things would turn around some how some way.
Question that boggles my mind..HOW in heaven are the new owners marketing the brand? Losing the flagship store and no boutiques/stores carrying the line(??) - do they survive on HHotties alone? I can't imagine that the website could sufficiently generate enough business especially for such a tactile product...
Ugh, fabae. What a saga! I'm so sorry this experience has turned out to be so frustrating and negative for you. Buying bags should be all fun, all good, all rainbows and light!
I hope this gets resolved for you in the way that will make you feel better about it -- whether that's finally receiving a perfectly stunning bag that you love (at a discount for all the grief) or they opportunity to walk away once and for all.
Oh, Fabae, I feel your pain. I am enduring the same run-around, rigamarole with my lovely Corcovado in Phantom Pebble.
I posted photos and praise for the new bag, and then a week after I got it, the zipper pull on the outside began falling off daily. I tried using pliers wrapped with fabric to gently press it back together. This held for one day. And then the next day the zipper pull and leather loop/tassel on it fell off. Searched everywhere, couldn't fit it. Emailed CS to get a new zipper pull and leather loop thing and guess what? They don't stock zippers! They don't have a single extra for any bag currently in production! CS told me I would need to return the bag and they would send me a new one. Yes, a new bag. I thought this was risky and possibly a bad idea, and asked them to reconsider this plan. But no, the only way I would have a whole bag was to send it back. They promised to ship me a new one as soon as the defective one arrived.
So then I waited for the RMA number. They claimed they had sent it, along with a UPS shipping label, but it didn't arrive until the 4th request/reminder. And of course the RMA came in one email, the UPS shipping info in another, and whomever sent them both hadn't recorded them at HQ so Oana had no idea what I was talking about when I would live chat to her.
I sent the bag back, waited 2 weeks, and then started inquiries about where the bag was. Apparently they had "misplaced it during the move." I won't even bore you with the details about how long it took to locate the bag, but let's just say I had to prove this enitire exchange had even existed (via the email chain I kept), as no one in CS had any idea what this was about. One person Oana talked to recalled me needing a repair, not a replacement. EGADS.
It's been another 2 weeks since they've located my bag, which I sent back a month ago, and I still do not have my bag. I'm tempted to consider this a return and to dispute the charge with my credit card company. They've had my money SINCE MARCH.
I think this entire thing is unacceptable. No matter how much I like Toni's designs, this will be my LAST exchange with HH. I'll enjoy the 10+ HH bags I own, and call it a day. It's unsettling dealing with a company in this much turmoil, and that clearly doesn't value its longstanding, loyal customers.
SweetSusan, that sounds like a freaking nightmare! I don't understand how no one seems to have any clue what anyone else is doing over there!
dreamofpompidou, I would wait until the promised date (at least you got one). Hopefully, your order will turn up okay. If not, you have to decide how much you want it. Having one's money held hostage with nothing to show for it sucks.
^ Thanks. I have checked my e-mail and PMs 10 million times in the last 2 days looking for an update. Yesterday morning, I got a PM and was told the bag would be shipped today and someone would contact me with a tracking number. Now it's 5:00 my time, no one has contacted me, there's no update on my order status, I've PMed and asked what's up now.....nothing. Another hour or so and I'm constructing an e-mail demanding an order cancellation and refund. Enough is enough. I really don't even have the words to express how angry this makes me and how dumbfounded I am at their complete LACK of CS. In over a month and a half - with me making contact countless times - I have been replied to twice. Each time making promises, promises, promises. Then nothing. I just......sigh. Seriously? It's like this: