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kazukiJuN Profile
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BAD Experience with www.hlj.com


This is kinda long, kindly bear with me as I feel a need to vent my frustrations.

First, they pissed me off without reserving the items that I preordered.

Secondly, After less than 2 weeks of sending payment for a single figure, they had another figure in stock and asked me for payment.

At this point, I realised that my address in their system did not include my unit number. Which means the first item has been sent to nowhere via SAL.

Now I remembered clearly when I changed my address in the account maintenance system. I included every detail, I mean come on, how could anybody forget a single detail about your own address?

I emailed the customer service and he replied that, the item will most probably will be sent back to them and I'll have to pay for shipping again to have it sent back to me. In short, he meant that it was my fault that my full address was not in the system, eventhough I remembered clearly that I did include everything when I changed the address.

So I replied that it was their system that failed to captured my full address and neither did they countercheck with the address registered with paypal before sending it out.

And this was his reply
"Hi

Thanks for writing.

While we do generally refund or replace lost orders, in this case, since the incorrect address was input by you, we would not be able to. We sent you both an acknowledgment email and a confirmation email. Both of these told you that you had entered the address incorrectly. If you had checked them, you could have fixed the address before the order was shipped. Our system can only enter the address as you input it.

We do not use PayPal addresses, only the address you input into the system. Payments are applied automatically, so unless there's a problem with the payment itself, human eyes don't see it.

If you tell me which questions I failed to address, I will try to answer them for you. I'm assuming, of course, that you have read any relevant FAQs.

Thanks for shopping with HobbyLink Japan!"

I was really pissed off with the customer service officer's reply and decided that I as a customer do not deserved this kinda treatment. I decided to just move on and treat it as lesson learnt and replied with the following.

"Hi,

Thank you for your reply which is full of sarcasm.
It's alright, Im canceling all my orders and I would appreciate if you will let me know when the supposed lost item is returned to your office. Then I will decide whether I will pay for its shipping again.

Thank you for the very poor customer service! I'll be sure to let other toy collectors know about the level of service that [sign in to see URL] is providing."

After this reply was sent, the Customer Service Officer replied again probably out of fear cos I mentioned about letting other toy collectors know about their poor customer service.

His reply
"Hello

I'm sorry that you read any of my reply as sarcasm. It certainly wasn't meant that way. I was simply trying to answer your questions. I'm sorry that I couldn't give you the answer you wanted, but, again, you input the address incorrectly. We pay out thousands of dollars a year replacing lost SAL packages, but we can't be responsible if you don't put in the correct address."

And my final reply to him
"Hi,

For your kind information, when I changed my address the other time, I keyed in my address fully but your system did not capture it. Of course, there is no proof to say whether its a system error or a human error since it happened such a long time ago.

But thats not the point, I already said in my previous email that when the lost item is returned back to your office, to inform me and I will decide whether I will pay the shipping costs for that item again.

Was I asking you or [sign in to see URL] to be responsible? No, I was not and you didn't had to justify yourself again why you can't refund me. For your convenience, here's what I said in my last email "It's alright, Im canceling all my orders and I would appreciate if you will let me know when the supposed lost item is returned to your office. Then I will decide whether I will pay for its shipping again."

Lastly, kindly cancel the order that is pending payment from me."

The person who replied was M. Scott Kennard
HLJ Customer Service

[sign in to see URL] done complaining
From this incident, I hope you guys will learn from my mistakes and not suffer the same fate as me.

Really quite pissed off with [sign in to see URL] or rather Mr [sign in to see URL] Kennard. He is doing everything that a customer service officer is not supposed to do and he clearly dont understand the importance of maintaining good public relations with their customers.


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10/17/2008, 8:19 am Link to this post Send Email to kazukiJuN   Send PM to kazukiJuN
 
kazukiJuN Profile
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Re: BAD Experience with www.hlj.com


Wow, I just tried logging in to my [sign in to see URL] account and to my surprise my email and password doesnt work.

Apparently, my account has been deleted.
Just because I cancelled all my current orders, doesn't mean my account has to be deleted, does it?
Besides that, I still have an order that has not reached me and may require me to pay for shipping again, due to it being shipped to an incorrect address.
how am I supposed to track my shipped orders if [sign in to see URL] have deleted my account?

I would advise everyone to beware of [sign in to see URL], as they certainly have some unethical methods in dealing with customers.

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10/17/2008, 9:29 am Link to this post Send Email to kazukiJuN   Send PM to kazukiJuN
 
Snakebeater Profile
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Re: BAD Experience with www.hlj.com


wow.. that is super surprising because I alwaysed loved ording with hlj.... that sucks dude..

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au revoir.


10/17/2008, 12:11 pm Link to this post Send Email to Snakebeater   Send PM to Snakebeater
 
kazukiJuN Profile
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Re: BAD Experience with www.hlj.com


Yep, they used to be good in my books but [sign in to see URL] can't say the same.

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10/17/2008, 1:45 pm Link to this post Send Email to kazukiJuN   Send PM to kazukiJuN
 
eighthsamurai Profile
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Re: BAD Experience with www.hlj.com


thanks for the warning kaz. that just plain isn't right. particularly the part where they deleted your account! i'll stay away in future. his email did seem sarcastic and condescending.

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10/17/2008, 3:09 pm Link to this post Send Email to eighthsamurai   Send PM to eighthsamurai
 
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Re: BAD Experience with www.hlj.com


Kaz i read his email the same way you did totally rude!! I understand its hard for them having 2 pay for lost packages buts its hard for us paying for overpriced plastic!!!!!

Customer relations are so important!

Because they are 2 stingy to pay out (im guessing) $30 in shipping costs they have now lost hundreds of dollars of your business and now mine as i wont buy from HLJ

---
http://www.flickr.com/photos/sixscale/
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Kaido Profile
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Re: BAD Experience with www.hlj.com


I'm so sorry to hear that Jun!

I've had really great service with HLJ. Recently, they mailed me a 2nd brand new Kenshiro Revoltech when I told them the joints on mine were a bit loose. I don't know if that's their policy on Revoltech figures, or what, but I didn't even have to send my old figure back to them.

I think maybe b/c they don't know you like we do, that you're a great, decent guy. They may just be assuming that you are just some punk out there giving them attitude. They probably deal with a lot of 'bad' customers daily and have enough business they feel they can afford to 'get away' with upsetting one or two of their customers out there.

Jun, PM me if you like, about the Code Geass figures. I have the Gurren and Cornelia and I think you'd appreciate them more than myself! They are very gently used, but let me know.
10/18/2008, 1:13 am Link to this post Send Email to Kaido   Send PM to Kaido
 
kazukiJuN Profile
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Re: BAD Experience with www.hlj.com


Thks for the support guys!
I just hope other ppl dont have to suffer the same treatment like I did.

Yeap, its easier to lose a customer than to retain one customer.

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10/18/2008, 1:17 am Link to this post Send Email to kazukiJuN   Send PM to kazukiJuN
 
jkno4u Profile
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Re: BAD Experience with www.hlj.com


Sorry to hear about your problem Jun! I ordered a few times from HLJ, once I received my Gokin Tachikoma with a broken arm and they replaced it for free.

But not sure why they answered like this to you, it is not what a customer service should do. Strange and even unethical. As for account deletion, I think you should contact them again to see what is going on.

---
"Collecting has the permanence of herpes, it mutates but doesn't go away"

My collection
10/18/2008, 6:28 am Link to this post Send Email to jkno4u   Send PM to jkno4u Yahoo
 
kazukiJuN Profile
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Re: BAD Experience with www.hlj.com


quote:

jkno4u wrote:

Sorry to hear about your problem Jun! I ordered a few times from HLJ, once I received my Gokin Tachikoma with a broken arm and they replaced it for free.

But not sure why they answered like this to you, it is not what a customer service should do. Strange and even unethical. As for account deletion, I think you should contact them again to see what is going on.



Actually, I think its just the customer service guy that replied me that is so obnoxious.

I know HLJ has a great track record, which is why I chose to order from them. Then [sign in to see URL] didnt turn out that well.

Yeah, I am still awaiting a reply on my account deletion.

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10/18/2008, 9:30 am Link to this post Send Email to kazukiJuN   Send PM to kazukiJuN
 


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