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I ordered two units and had planned on receiving them in time for my family reunion. Unfortunately, the factory made a mistake and made my units with 6" of hair instead of 16". Margaret caught this and called me to tell me about it. She put a super rush and had the units remade. After I received the units I realized that they were both really thin in comparison to what I was comfortable wearing.
Margaret let me send back the units with rush shipping and reimbursed me for the charges. I told her that my current unit was in bad shape and that I really needed those units as quickly as possible. So, again Margaret put a super rush on my order. When she received them back from the factory she sent me an email telling me that she would overnight my units without charging me for that.
My point in posting about this is that I was frustrated at first. I was very frustrated because I chose to skip my family reunion since I didn't have a new unit and didn't like how the old one looked. Unfortunately, I come from a family of over achievers and good looking people. I feel that my options are perfection or nothing at all. That's a different topic for another time though.
After I got past this point........I really started noticing just how hard Margaret was working to make me happy. It wasn't her fault that the factory had made mistakes twice in a row on these units. She was busting her ass to try and keep a client happy. My husband made a good point about it a few days ago when he said that Margaret really seemed to be trying hard to make sure that I was happy and that most companies wouldn't go that far.
I'm really grateful that Margaret cared and worked so hard to get these issues fixed. The unit hair is absolutely beautiful. It's so soft and I'm just worried that it'll all fall out or something since it's so nice. I have never received units with such nice hair. I mean they are just gorgeous. Also, I learned my lesson too. I ordered a back up unit with the July sale that HD had. If there are mistakes in the future then it won't be such a huge deal because I'll have my back up unit.
It's so easy to get caught up in the negative. When I think back on this experience with the two units though...........the mistakes don't stand out to me. What really stands out is my hair tech. Margaret, thank you for providing the best customer service I have ever received in my life. You are awesome and I am sending you flowers.
Angie,
You are so dear! I can't thank you enough for your kind words!!! I'm at a loss for words (which is VERY rare for me! haha) I love my job. I work for a great company. They are so different from any salon I have ever worked at, where most of the women there are catty and it just makes going to work misserable! I enjoy coming to work everyday, and the people here are great...that makes it so much easier for me to pass along the joy in whatever way I can!
You really are a pleasure to work with Angie! I enjoy our little chats! Again, I can't thank you enough for what you have said about me. AND flowers?! WOW How thoughtful of you!! You have just made my whole month! (and with the car thing you know how crappy of a month it has been!)
Thank you Angie!!! I don't think my smile could get any bigger!
Margaret
MargaretHair Tech | mthomas@hairdirect.com
i agree
im a 23 yo from uk and im suffering bonding probs for three years on a daily basis. ( i have to rebond three times a day) leading to depression and suicidal thought.
margaret spent some time with me on emails discussing this.along with other people on this site and margaret i felt so much better and came out of the doledrums. she indeed is a lady and im def gonna go in person and visit here as i need to get new supplies and system from there..
it seems such a great company and they give so much advice . obviously no company can be flawless but this is the closest ive experienced not just a hair company but any company.
keep smiling margaret and angie
Rio
We love Margaret here at HD too!
KrystleHair Tech | krystle@hairdirect.com
Thank you Rio! I am glad I was able to help a little yesterday! And I mean it when I say we are all here for you, whatever you need!
We are actually looking into puttin together training classes on how to clean and reattach your system. This is something I think you would def benefit from! We will do all we can to help you find the adhesive, and run down of cleaning and prepping that works for you!
Enjoy your day!
JulieHD Hair Tech
Julie and Jeff,
Thank you very much for your kind words. I really appreciate it. Margaret posted a picture of herself with the flowers here:
http://www.hairdirect.com/community/forums/thread/23246.aspx
I copied the picture onto my cell phone and have it as the picture ID for Margaret in my phone book.
I honestly have never had anyone from any company ever go out of their way for me the way Margaret did. It surprised me. She really stayed on top of checking the correction progress, keeping me informed, and making sure that I got everything done as quickly as possible. I'm really grateful for that. I wanted her to know just how much I appreciated her.
Angie
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