poor system quality and poor customer service

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  • ttseng

    poor system quality and poor customer service

    • Member since
      7/25/2017
    • Posts 1
    • ttseng is not online. Last active: 01-18-2019, 10:40 AM
    • Connect

    HD systems quality is poor in general,   use about 6 systems so far from them. complaint first time they did fixed issue so decide to give them another chance but the quality continue to be a issue. last order also very bad, should complaint earlier but part of me inside feel this is the company will not produce good product and not worth to complaint any further better find a new company. 

    For some reason , I decide to called them anyway,  how they handle it. make me feel even worse, you can tell if the person on the other side real concern about how you feel. the voice tone of the consultant has very little compassion. ( they want more money to fix the bad product they ship me at first place, ( at this point is not about money anymore--      Note their tone are complete different when they try to sign you up as new customer then when you have issue with product.

     

     customer service aside,  system quality just below par.

      

  • HD-Mary

    Re: poor system quality and poor customer service

    • Member since
      10/21/2005
    • Posts 946
    • HD-Mary is not online. Last active: 01-18-2019, 1:55 PM
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    Hi ttseng,

    I am very sorry to hear that you've been experiencing issues with your systems from HairDirect. We never want to hear that a client is not happy with the product or service that they receive.

    We have a 30 Day Guarantee that starts the day that you receive an order from HairDirect and want/expect our clients to take advantage of their guarantee. If a system is beyond the 30 Day Guarantee period we still want to work with a client to help to resolve any issues that they have been experiencing so that they don't continue to experience the same issues going forward.

    We understand that sometimes a client and consultant do not communicate well together. At HairDirect we offer 13 hair replacement consultants that are available to help clients and to ensure that there is someone available that may be able to provide you with a better customer service experience.  

    If there is anything that I or any of the available consultants can help you with please do not hesitate to let us know. 

    Mary | Client Service Team Lead | mary@hairdirect.com

  • G01deng1rl

    Re: poor system quality and poor customer service

    • Member since
      3/28/2015
    • Posts 7
    • G01deng1rl is not online. Last active: 01-01-2019, 9:06 PM
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    I completely understand and am in agreement with you. Of the systems I’ve received, I’ve sent at least 3 back. I hate doing it because it means an additional 10 to 12 week wait for a new one. I’ve just received one today and will be returning it because the hair is very coarse. I’ve asked them to please inspect the system before sending it to me, but I don’t believe that is happening. As expensive as they are you’d think the product you receive would be a little bit better. I’d probably be better off going to one of the local wig shops; it least I’d be getting what I paid for. I’ve been looking for another who provides a better quality product. Does anyone have a recommendation? 
  • BigDog78

    Re: poor system quality and poor customer service

    • Member since
      10/9/2016
    • Posts 4
    • BigDog78 is not online. Last active: 01-03-2019, 7:20 PM
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    I totally agree with you GO1deng1rl.Ive received 4 systems (2- remakes and 2- standing order) in December and out of the 4 systems 2 of them are acceptable and when I emailed my consultant about what I could do she started giving me the spill about synthetic hair is different than normal hair and that maybe Hair Direct isn't the company for me because I've had returned to many systems.My questions is why is 2 of the systems fine and the other 2 are not when there suppose to be the same product?The systems are never consistent in hair density or color.I understand there made by hand but some of the ones I have received are terrible in quality and then some are great,Why is that ? And then when you try to use the 30 day return policy you get criticized for being to picky or unable to be satisfied.I guess it's just take what you get and be happy with it or complain and risk of being removed as customer..
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