Because shopping online isn’t stressful enough, HQ Hair makes it much worse. Despite the fact it is a pretty large company with a strong online presence, HQ Hair has never, ever ever ever had outstanding – or even good customer service.
Well I am seriously annoyed this time. I have been waiting and waiting for Nars Blade Runner Duo. Silly me, I ordered it from them because there was absolutely no indication on the site that it was out of stock. Sure enough, as has happened before, it wasn’t with my other purchases when it arrived.
So I emailed and emailed – please can I have an arrival date, please can I have a back in stock date. No response. Do we still live in times when staff can just point blank ignore you? Even if they are as BIG as HQ Hair. Yup.
So I resort to phoning – they don’t answer their UK number and if you call their “outside of the UK” number, they pick up the phone (you can hear muttering) then hang up. Seriously. Everyone should try it, it’s good if you need to get steamed up for something like, errrr, arguing with a friend;
0870 350 2390
Dialling from outside UK +44 20 7540 4100
Anyway here’s the email I sent to them:
Since no one responds to emails or answers the phone I will ask you politely to give me a delivery date for the Blade Runner Duo by Nars that is on back order, please, or refund the amount you have charged me for it and cancel the order (but you will need to confirm you have done this to me so I am not left guessing). Otherwise I will my card company and tell them you have taken money for goods not received, and trading standards that you are advertising goods as in stock when infact it aren’t , and also for not being able (if I don’t get a response to this I will log every email sent and call that I make – by the way, it’s extremely rude to put the phone down on the customer after picking it up first).
I sound like a crazy old woman with 5 cats….oh wait, that’s me.
Seriously now, I need to stop buying anything from HQ Hair – they don’t actually have that much stuff anymore that can’t be found with a little dig around Selfridges and the bigger department stores. They don’t appear to have any proper system in place for answering calls or dealing with PROBLEMS. Which is what online shopping has been giving me lately, problems, problems, problem.
What a way to start a Tuesday!