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I've read alot of accolades about how wonderful HD is and how wonderful the customer service dept. is, well, of course their nice when you finally get them on the line...and the key word is finally...
I've had nothing but problems from the beginning. I find it unbelievably strange that it should take a few days to contact me( it has already gone 3 days) since HD received my "kit" and still no one has contacted me via telephone...Sure it says that I can book the appt. myself in the e-mail...but how in the heck can I get a time confirmed if no one has contacted me to say whether the time I have "selected" is acceptable to HD?
I find this an extremely strange way to conduct business...that is, where the customer--is basically left in the dark. The use of expressions such as "in a few days" or "shortly thereafter" has no validity in business. For instance how accepting would HD be if, concerning payment, I were to state.."Payment will be made...in a few days as things are really busy here...or shortly after I've received the product"? I can answer that for you since HD has made that crystal-clear...you don't/won't get jacks--t until payment sits in their acct...Why isn't this in the reverse?? No money until I get the product...I bet that would get the fire going under their a--es!!
And, oh yes, about the special summer rebate that was e-mail out in july...I did everything I could to get my order in by the cut-off date( I had been waiting for over a week to be contacted for a video consultation as I was unsure about somethings before sending back my kit), I was finally contacted on thursday the evening before the cut-off date and was told that I would still be able to enjoy a price rebate since I had ordered my kit during the summer. I was able to post the kit on the final friday of the offer. HOWEVER, I will see if this is/was just a scam to get people to order.
I had high hopes from all the "stroking" HD gets on this forum (by the way...how much does HD pay Tim Ferris?? I refuse to believe that he isn't on the payroll!), but so far it has only been complications...and my hairsystem order hasn't even been processed yet!!!
I work for a international corporation and publish a fashion-blogg in one of the most read newspapers in scandanavia and have experienced alot in my day...but it seems like from my experience that HD is only going to be a problem instead of a help to me or anyone...sad to say.
Sincerely,
Swede
Hi Swede,
I totally understand your frustration! I'm not about to make any excuses for HD however I just want to explain a few things...
Under normal circumstances we do contact you within 1 to 3 days of receiving your fitting kit. The month of July has not been at all 'normal circumstances' in the office. We have had an overwhelming response to our hair sale... much more than anticipated! In fact we are all still playing 'catch up' from it. I'm sure that things will be organized a little differently for hair sales in the future so that things aren't so overwhelming and so that our customers don't have to suffer because of it! I promise you, we are ALL doing our best at keeping up with everything! And just as you were told, we WILL still honor the sale price for you since your fitting kit was here in time... you can quote me on that! I'm sorry that this has been your first impression of HD!
I also want to assure you that Tim Ferris is NOT on the payroll! Anything he has to say about HD is because he really means it! I know you are not getting off to the best start with us but I hope you still decide to give us a chance. We take alot of pride in our customer service and I can assure you that we do our best to help you at all times.
JulieHD Hair Tech
Swede,
I am not paid by HD or have any affiliation with them other than using their products. I have never had a problem with customer service and have always found them to be outstanding. I'm sorry that you are having so much trouble and I understand your frustration. I am sure that HD will resolve this as soon as they read this ....
I hope that things go better for you...
Gwen
swede,
although i only buy product's here (not the hair itself), hair direct is top of the list in the customer service department, i used to get my pieces from another(well known) hair site, with a forum, that yells at you, when you ask simple question's ,can't name the site but they (push) stock pieces you cut down yourself, and there (custom) pieces leave a lot to be desired. stay with hd, and i'm sure it will work out for you,
Here is my take on this issue.
I know for every action there is an equal and opposite reaction but the above are true and accurate depictions of my experiences in a brief (3 month) time of dealing with HD>
Murphy
Hi Julie,
I appreciate the extra load that HD has had to deal with with regards to the sale. I am going to give HD a chance, I am just frustrated that it seemed att every step there has been a problem. I, like every newcomer to the hair-system regime, am anxious to get my first unit asap...the added confusion in the beginning concerning the video conference and the fact that my kit has been at HD since last thursday, has added at least an extra 2 weeks to the order process.
Sincerely
Thank you for your understanding... As far as your web consult, that is something new here at HD. Because it's new, there are still a few bugs to work out, but It's definitely a great concept and we have had alot of luck with it! It is so nice to talk with people and to see them too. It helps in the ordering process and makes things more personal too!
Just know that things usually run MUCH more smoothly than your experience so far!
Hello.
Your post made me smile, i wish i was on their payroll, that would be nice.
HD is right, i did, and do mean any praise i give, however i dont give it lightly. I've been to hell and back to find a company that offers me the quality product and a good service.
The thing is, no matter how fantastic a company is, its still run by humans, and we all make mistakes, to right off a company for that mistake being on you, would only really be 'cutting your nose of to spite your face'.
I am 100% sure that they will rectify your issue, and honor any promotion they promised you.
If you have come from a hair club then you will know that this is a problem that any hair provider can sometimes, be it rarely, come up against as they are hand made.
Stick with it, you will be pleased, and in time look back on this as just one of those things
Tim (under paid)
Mirror Slide, Mirror Slide, Mirror Slide. -Now with cellophane!
I have to say Azphoto, I completely disagree with your comments.
I have been with HD since 2007, and if i ever have had the 'odd' issue, i pick up the phone and talk directly to my hair tech, who will re-order on a rush while im sending mine back. In a few short weeks i have the new one, perfect
With respect, we rely to much on websites when we have a problem, if your house is on fire would we 'email' the fire brigade?
Communication is a two way thing, and while i agree we are the customer, if your hair tech is not available when you call, ask to speak to someone else who will escalate the issue and get it sorted there and then.
Best wishes
Tim
Hey guys
Swede, we've VERY sorry for the frustration and delays with response times. There isn't any excuse for this, just want to express our sincerest apologies and appreciation for sharing the feecback with us and having the patience to allow us opportunity to make things right.
Azphoto, also sorry that you've had some problems but I wanted to address your #4 point. I'm the moderator here and the ONLY person who can delete/censor questions. I can tell you without even an ounce of doubt that we don't delete negative feedback (truth in point, this thread will NEVER go away... though I might move it to the 'HD Feedback' forum because it is more relevant there).
On occassion we do delete posts that we feel are unfairly attacking other members of our forum, are advertisements for competitors OR are completely off topic and not relevant to hair loss or hair replacement. I don't have any memory of deleting ANYTHING you've ever posted... and as long as your posts don't fall under any of the descriptions above, I can assure you they're still on here somewhere. The day we start arbitraily deleting or censoring posts is the day this forum loses all credibility... and we DON'T want to let that happen.
If you still thinking that something you've posted in the past has been deleted, please email me the specifics and I'll do a search or try and provide more info: brandon@hairdirect.com
Thanks!
HD Marketing Guy... Please buy hair from us. :-) brandon@hairdirect.com
Hi everyone!
I'd also like to add my apologies for any frustration getting a response from the hair sale. We will use this as learning experience for the future and how best to handle the process from start to finish in order to make everyone's experience a better one.
We do appreciate all of our clients and want everyone's experience to be positive with us.
Thanks in advance for your patience!
Melissa McConnell HD Customer Service Manager melissa@hairdirect.com
new2u
My comments were my real life experiences so far with HD so you really cannot disagree with them, now can you.
I would email the "fire brigade" if all else failed.
Things are going a little better with the communication aspect of things, but the problem certainly was NOT from my end I can assure you, old chap.
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