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Hi, All:
It took me a while, but I finally found my way back to this message board. HD's new website is certainly impressive and definitely rocks, but...
We are all customers of HD because of its product and service. A sophisticated website is nice, but we come to HD for quality hair. My concern is that in focusing so much money and time on its website, HD may be neglecting improvements in the manufacture and delivery of its core product (hairpieces and hairpiece accessories). In my case, I have always been impressed that HD does not rest on its laurels, but continually strives to refine and improve its product. It's why I have for years been a loyal HD customer and advocate.
I hope that continues. My concern, though, is fueled by the fact that I ordered two bottles of high-definition bond for two-day delivery on April 25, 2007. When the order did not arrive by May 1, 2007, I called HD again and was told the order would only be going out that day. Even more frustrating, a customer-service rep named Lisa did not apologize for this clear lapse on HD's part and obviously considered my call an intrusion on her day.
Point is, had I not made the follow-up call, the order I placed on April 25 (and which Lisa assured me had not been lost) would not have been delivered to me. Needless to say, this is not adequate service for anyone, let alone, for a 12-unit-a-year standing-order customer.
So the website is nice, but if product quality and/or delivery suffer...
Anyway, that's my concern. My hope is that HD will maintain its focus where it should be: On achieving consistent delivery of the highest-quality product available in the marketplace.
Hi Random Guy,
I too placed a product order on the 25th. I received an order fulfillment email along with a tracking #, but I could not track it. I called and talked to Jana, she tracked it and I got the order today. She said it was because of a software change. I think we placed our orders at a bad time, just a temporary glitch.
Clint
To all....
I was in the HD offices yesterday and it's really interesting that this thread appears just when HD is attempting to address your exact issues. While IT wizard Brandon O'Neill could give you the technical details, let me say this - HD is very aware of the problems with shipping, tracking and delivery. In a nutshell, it has to do with the IT changeover and they are working on this and other issues as well.
As an IT consultant, I can tell you that a project of the magnitude that HD has undertaken is not without its major pitfalls. I actually talked to Bill, Jr. in detail about the project and the platforms they were deploying, and this is not chump change. What I can tell you is that prior to the changeover, HD tried to cover all the bases and it looked pretty thorough; however, as with any project of this size, there are going to be issues even with the best planning imaginable. There is the basic platform but it has to be customized to the endclient and writing code takes time. Based on my professional observations, I have to tell you that HD is doing everything possible to get the issues addressed BEFORE they become problems and, in the case where an issue becomes a problem that wasn't anticipated, get it resolved as quickly as possible. In my experience as project manager on upgrades of this type and scope, I have to say that HD's is actually going a lot smoother than some I've seen and it's because they are constantly trying to be more PROactive than REactive.
Hairlady™Beauty is not about what's ON your head, but what's IN it.Semper hair
Hey guys
HL is correct. When we launched this new site we also switched to an entirely new backend accounting/logistics system. The new system is many times more powerful and will allow us to provide lots of really cool, real-time services to all of you down the road(Things like the ability to track your hair orders through the entire production cycle etc).
The week of April 23-27 was when the switch actually happened. Early that week we literally shut down our old system and there was a period of about 48 hours that our entire company was at a stand still.
At this point, we are all in the learning curve of the new software. We've got more than 20 people who are all now looking at their computer screens and seeing something entirely different than what they have been used to looking at over the last 4 years. Of course, at the same time we're still answering phone calls, ordering hair systems, returning emails etc. So I'm sure you can all appreciate how crazy it is around here right now.
The good news is we are all beginning to get the hang of things and it does seem like we'll be back at 100% very soon. I appreciate all of your patience and promise we'll do everything we can to get the kinks straightened out ASAP.
HD Marketing Guy... Please buy hair from us. :-) brandon@hairdirect.com
Thanks for the status report, Hairlady and Brandon. I certainly appreciate everything that's entailed in a change of this magnitude and I'm sure most of us have gone through this with our own companies.
Still, the focus needs to be on the hair and prompt, consistent delivery of the highest quality hair and hair-accessory products. My hope is that all of this focus on a new website (when the "old" one was perfectly functional) does not cause a misdirection of the company away from its core focus.
Having said that, I'm looking forward to being able to track orders online. Now if we could only get our hair-techs to reply to email...
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