Customer Service

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• es76grl Member since 4/12/2008 Posts 8 Connect

  Customer Service 04-25-2008, 3:22 PM I was just wondering about everyone else's experience in getting return calls/emails from their hair techs?  I am a little exasperated, as I only have one system and I know it takes FOREVER to get a new one, but I need to make changes to it before I get on the standing order program.  I just can't seem to ever get in contact with my assigned tech and I leave messages via phone and email explaining my urgency to no avail.  Maybe I am still a little sensitive about this since after I sent my fitting kit in I never got my follow up call.  I waited for weeks and then got concerned and had to call myself before anyone ever started to process my kit( the only explanation I got for this was that it was really busy)...I seem to be getting red flags all over....any suggestions?  I hate to start all over with another company because the quality of the product at HD is good, but the customer service is very lacking in my opinion.  Help!!! Rosey

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• HD-Mary Member since 10/21/2005 Posts 237 Connect

  Re: Customer Service 04-25-2008, 4:22 PM Hi es76grl, Certainly not to make excuses but, we are all extremely busy. We are very commited to our customer service and of course want to make ourselves as available as possible to our clients. Please feel free to contact any of the techs here if you need to make changes to the way that you are ordered. We are all here to help each other as well as our clients. I am including the link to the area on our site where you are able to view the hours that your tech works. Please remember that we are on EST. here at HD Inc. and sometimes the hours that your tech is available do not work well with the hours that you are available. http://www.hairdirect.com/about/hairtechs.aspx     HD Hair Tech

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• HD-Kathy Member since 8/30/2007 Posts 42 Connect

  Re: Customer Service 04-29-2008, 3:32 PM Hi Rosey: I owe you an apology!!   I do not want you to feel like you are not important because you are.  I hope you accept my apology for not getting back to you in a timely manner.  We have to work in the order that calls, e-mails, mail etc. comes in.  I do want you to know that I was out sick and also had to attend a funeral for a family member so I missed some days of work which put me behind a little bit.  Now I'm playing catch up!!  I do not want this to reflect on Hd as being an irresponsible company because that they are not.  I will take the blame for not contacting you as quickly as you had anticipated.  My deepest apology.   HD Hair Tech

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• HD-Loretta Member since 4/19/2005 Posts 39 Connect

  Re: Customer Service 04-29-2008, 8:13 PM Hello es76grl,   I also want to apoligize for the delay I understand how frustrating it can be when you are anxiously awaiting someone to get back to you. As Mary and Kathy said we do try to get back to everyone in the order the calls and email's and kits come back in to us. Were are all here to help each other out so please never hesitate to call and speak to any of us tecs.  I hope you can accept our apoligies and know that our that we are all here for you.   Thank you and take care, Loretta   HD Hair Tech

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