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I haven't posted on the boards much because I've been very busy, but I do check in and I haven't seen much from people experiencing some of the things I have been.
I am a long time, experienced wearer and I switched to HD back in February to save money and actually improve the quality of my systems. Though the quality of each system has been very high, except for one of them that had to be re-done, for the most part, 6 of 7 orders have had issues.
I am on an 8 systems per year plan, I receive two systems every 3 months, and then I ordered 1 spare during that promotion this past summer. So, as of today, I have received 7 systems this year with two more to go.
The first two systems I received were well over an inch and one half longer than my order and very thick - looked bad. I sent one back for repairs from HD and I had my stylist repair one because I couldn't be without one.
Next order, standing order for two came an inch too long and was supposed to be 90% density but was way too thick. Again, I had to repair one locally and send one back.
During this time, I maintained very open communications with my tech at HD and continued to confirm the measurements and specs of my orders, and yet the delivery of each did not match.
We finally settled on 80% density and the spare I received during the promotion was perfect. I was excited because they had to be right from now on.
Last week I received one of the original systems I had to send back for a re-do because it was so off, and we are back to square one. Over an inch too long from my specs and again, way too thick.
It is beyond frustrating. Obviously, I can send it back until I get it right, but is this really practical anymore? If you send a system back, it takes two weeks to get it back and honestly, it's still not the same as if it came out of the factory the right way.
Also, I have one good unit right now and three that are brand new and incorrect. They are too long and too thick. If I send them back, I have only one unit and no spares for that time period.
This is really just becoming almost unbelievable at this point. Has anyone else had similar things happen or am I the only one? Any recommendations of who I should escalate this to and what I should do? I just want my orders to reflect the exact same specs, or at least darn close, every time.
hi,
if you are so busy then instead of posting here why didnt you just email your hair tech...why publicly moan about it when this can easily ber sorted out by hair direct?
Although I almost can't believe the troubles you seem to be having - since it appears SO out of character for HD, I'm happy to say that I have not experienced anything like that.
As a side-note, thanks for sharing. I think it is VERY important that if we have any experience that doesn't match our expectations we should ABSOLUTELY write about it. Why? Well, most importantly to try to get it resolved (although a phone call to the office would probably get handled more quickly) and secondly, writing about less than stellar experiences teaches everyone who reads these boards that things do go wrong and in no way will every order, cut, unit, etc. be perfect every time.
I have a great story - so I'll tell it here...
When HD asked me if I would be interested in writing a blog on the website, initially I was VERY flattered. I thought about it for quite some time and about the responsibility it represented. After all, I would have a very large, international audience of people who were all looking for the same solution I had searched for and they all needed help. I also felt as though I would be responsible to some degree for the reputation of HD. During our meetings, I brought this topic up and as usual....the staff and management of HD impressed me.
The answer was that "THEY" are responsible for the reputation of HD and that my blog was to be written about my wearing experiences as they happened. In addition, they told me that I was EXPECTED to write about any mistakes or bad experiences I have to help others.
Well, needless to say, I accepted the offer. I'm not paid to "paint a pretty picture" or to embellish any experience I have, it's all absolutely 100% true. If you read back blogs in the archive, you will see that I actually have had to return two orders to HD. One where the knots weren't bleached and they were all lined up in straight rows and the second order that showed up blonde!
I truly don't think I get any special treatment - well, except for when I visit, then they get donuts and great lunches for me! So anyway, just wanted you to know what HD thinks about being upfront and projecting a realistic picture of hairwearing!
I hope you can get your issues resolved quickly!
Babe
Not born with hair, but I've gotthe intelligence to find it, the money to pay for it, the patience to "stick" it on just right,the will to make it work, the confidence to wear it boldlyand the smile to wear under it!
Callaway,
Thanks for posting your issues and concerns, because i would be the FIRST to write about mine on this message board, too. Please refer to Babe's reply to you, because i concur with her assessment and experiences and her honesty and about the fact that she too has been through her own concerns with HD, as she stated.
I have only 55% density of hair (can you believe that??) so i was just as frightened and concern as you are now, especially in my own case. But i can say if HD can accommodate me with my short, cropped, curly and wavy texture, then i hope you can "hang in there" with them because i had my doubts in my beginning, too, but i gave HD the benefit of the doubt because of my sharing and asking questions and voicing my personal opinions, on this board.
This board alone, was my "saving grace" and i'm now a "proud hair wearing system" client!
If this is any consolation, i'm learning through my own personal journal that i keep on my hair system, that this is truly an artform in more ways than one, and it is not scientific in any way shape or form.
So I'm a customer just like you with HD that has an 8 a year standing order plan too, when i put my first order in on march 24 2009, and was fitted with my first HD24 full lace unit on mary 15, 2009, and i have not had any issues or concerns such as yourself, but if i would, i would be doing exactly what you are doing too AND also contacting my HD assigned hair specialist or the HD office manager, via phone or e-mail, phone preferably!
Hope this helps...
-Donald
-Donald "Knowledge is Freedom and Power, Stay Curious"
Hi Callaway,
Thanks for sharing.
Like you, I'm an experienced wearer and came over to HD because of the price. I recieved my first two units in the middle of August. Both were sent back for "remakes" because of color, (my fault) and because of lenth and density. I'm expecting the remakes any day now. However, my hair tech has just advised me that one of the systems was made a half inch shorter than what I ordered. I ask that the system be shipped regardless because I do not have a spare right now. I find these systems to be top quality, the best I've seen. Besides the first two I ordered, I also bought one when the sale took place in July. So. I'm expecting three systems soon. As of right now I very excited, but like you, I can't keep returning these units.
Whitey
I want to be absolutely clear that I am not throwing anybody under the bus, nor am I dissatisfied with HD. I am pointing out that all is not rosey in my case.
I have, of course, worked with my hair tech on each and every occasion, however, the same mistakes keep popping up. I've got to believe there is either a complete lack of clarity in the communication, or regardless of what I'm being told my specs are on file, it just simply might not be the case.
I have been impressed with every aspect of this company, including and especially the quality, but the fact still remains that I can't seem to get a shipment correct on the first try, other than the fifth one I received. Number 6 and 7 are a no go.
At some point, one has to be practical, and basically the ongoing miscues have cost me additional money with a stylist to get them right because I can't be without something for the duration of either sending it back or having them re-made.
I didn't start this post to ***. I started it to see if anyone other than me has had an experience like this. I really like my hair tech and am happy that she genuinely continues to help me get this sorted out, but just when we made some progress, I am feeling like I am back to square one.
Thank you for the posts so far!
new2u
Billy
What's wrong with venting frustration here? He probably is hoping for some support, so why not try to give it?
I've had quite a few issues with my units from HD, with mine being that the bases were considerably (and seemingly randomly) different from "spec" in terms of size and contour. Some were perfect, some were as if I rec'd a unit made for someone else. I
The point is that to me, anyway, HD is somewhat at the mercy of the factory making the units, and a full inspection of each and every one is probably out of the question and would add more wait time. Is this ideal? Of course not, but I've found my tech and HD to be extremely accommodating and reasonable to the extent that they can.
I think that when you're dealing with this level of customization, snafus will occur. Unfortunately the only remedy is to take immediate action when you find a problem, be dilligent in making sure your re-ups for new units are done in a timely fashion and being communicative with your tech. Even when you've done everything you, as a HD client can do, things still happen for reasons that unfortunately seem beyond everyone's control. This is what we all have to choose to deal with. I've been with two place previous to HD, and both were MUCH worse in terms of cost and consistency of product AND their warranties were for sh*t all the while making you feel like you had nowhere else to turn. HD has some of the actual product-related issues that I think come with the territory, but the difference is the manner in which they handle these issues. It doesn't make it any less frustrating when you are ready for a new unit and its not right, but again, the alternatives are worse.
EDIT: I tried to quote hairdude in my reply but it didn't seem to work...
I am also a new customer and I have had 3 strikes outs -- ie 3 for 3 did NOT come back as ordered/per the specs. In all 3 the hair quality was /is great which has kept me going. Twice the hair was looped and not knotted ; once the cap came back a bit "off" and 2x the density was much lighter than ordered. I've been at this now for 10 mos... so I understand your frustration and apprehension. I have avoided an automatic "standing" order because I felt the need to get one or two right consistently before having multiples come in wrong.
I guess my post is to reassure you that your frustration and not "complaining" is what I am hearing.
When you're new at this -- you def want to know if you're the "unlucky exception" or the rule : - (
The hair I've rec'd is good quality & I believe that everyone I've worked with and talked to seems to care and want to get it right.. but it doesn't erase 10+ mos of receiving systems that were made wrong then trying to live with them in the interim.
Feedback from other members and the hairtechs really does help us "newbies" to know if we are the unlucky exceptions or if what we are experiencing is the norm or again.. very bad luck : - (
As in all aspects of life -- we can certainly learn from the experience and mistakes others have made.
Good luck !
Divaofdetail, I think you said it pretty perfect about nothing erases ten months of wrongs but also I also think none of the other hair replacements businesses meet or exceeds HD costumer Service as far as their ability to work with the hair wearer without any question to try to disagree with the hair wearer or as I remember hc4m back in the day always saying , oh give it a few weeks and it will grow on you and it should lay better or the (RATTIOUS look 'as I used to like to called it) of the hair will become more better and less puffy , lol what a bad answer to give the hair wearer which is why I left the HC4M , thats why even with the mistakes as long as hd works with me to make all the wrongs right in a timely manor then Its all good, but yea it is still very frustrating none the less huh ?
get the hair right then one can forgive
Hey everybody
Thanks for the feedback and candor (I guess ) it is totally OK to vent frustrations on here and provide us with critiques and critisism about our units and service. That's the best way for us to improve!
Please don't think we arent' listening and reading every word! Anyway, I'm going to move this thread over to our "HD Feedback" forum because it seems like it fits better there. FYI
HD Marketing Guy... Please buy hair from us. :-) brandon@hairdirect.com
Hi Callaway
I am so glad we had the chance to touch base this week. Sometimes it takes a fresh perspective to figure out the best way to get things correct for your order. Please feel free to contact me should you ever need.
Brandon is right, we do appreciate all feedback...even the negative...we do share this with our factory rep in hopes to improve everyone's experience. We also appreciate your understanding that since they are a hand made product that they will all be unique in some respects and that you are patient while we work through any challenges to your orders whether a remake, in house tweaking or just turn around time.
Some of you know we have been experiencing delays. I can offer an explanation but rather than an excuse would just like to offer an apology to anyone this has affected and let you know that our rep was just at the factory to follow up with them on this and says that orders are almost caught up.
I think we can honestly say the hair sale was a success and thank all of you that took advantage of it!
Thanks again for all of your patience!
Melissa McConnell HD Customer Service Manager melissa@hairdirect.com
Well, my turn I guess. Thought I had done everything possible with my tech to get next 2 standing order systems coming in to spec. But apparently not. I really think there needs to be more quality control steps to make sure things are done right the first time...or as close as possible. Confirmation for each system before sending to factory should include exact details as determined with client and tech. Frankly, it should occur several times especially before it leaves factory...and then again with Hair Tech checking against order specs. Gotta believe this is one of the most important steps in entire process. #1 get great hair. #2 watch quality control #3 be super service oriented. So far HD gets A+ for getting great hair and super service orientation. But quality control to specs has got a ton of room for improvement. Thanks for all that you do... But attention on Q control is strongly recommended.
Hi MarkJM
We are sorry to hear your most recent order did not meet your expectations. I do hope you and your tech have made arrangements to take care of the problem. We do include the details of any changes needed for orders when sending it to the factory.
We do have QC in place at every step of the way during the manufacturing process. Each area has QC before moving on to the next. These are all hand made and the manufacturing is more art than science. In some cases the changes requested might be so small that due to the fact that each and every order will be a bit different (even 2 received at the same time will not be exactly the same) these changes do not seem to be followed when you receive the order. For example an increase of 2% gray would be equivelent to 2 more white hairs for every 100. Depending on the density this very well will not be a visible change when received.
We did at one time look at each and every order to specs before shipping from our office. I can tell you from much experience that in many cases what we noted could be a potential difference from specs was never an issue when received by the client. In many more cases what we thought matched specs exactly was viewed as a complete disaster in the clients eyes when received. Final QC is done at the factory.
We do appreciate this feed back and are in contact with our factory regarding QC and any other issues with quality on an ongoing basis.
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