Wednesday, 23 December 2009

Bah Humbug, HQHair

I don't shop at HQHair.com very often, because I've had experiences in the past where items I've ordered have been notified as out of stock after I ordered, and have taken ages to arrive. I've also heard from others of bad customer service experience, and, frankly, there are a lot of alternative e-tailers that work harder at the customer services side of the transaction that I'd rather give my money to.

Recently HQHair ran a 25% off code, and on 10 December I placed an order using that code, mainly in order to buy an eye cream as part of Mr London's Christmas present. I purchased the Skinceuticals eye balm (priced at £60, so £15 off, which seems like a great bargain.) At least, it seemed like a bargain, until I went to wrap the bloody thing today, and saw that the expiry date is 02/10. That's three months away.

So, now I'm going to have a nightmare with their customer services department actually trying to get hold of anyone in the first place, and it's anyone's guess if they'll agree to exchange it when I'm outside of the 7 day return period and it's technically within date.

Bah humbug, HQHair.
Posted by Grace London at 18:27
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11 comments:

  1. Wow, that sucks.
    I have used them a lot because in my country I can't get Nars or UD or Too Faced or... well you name it.
    I've never had any problem, I must say. But when the 25% coupon was announced, everything I wanted to order was out of stock, so I didn't bother. Too bad they didn't increase their stocks before Christmas.
    Good luck with your return!
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  2. Hope everything works out with your return.
    I must say, HQHair are my least favourite e-store...I have emailed them countless times re stock availability and and I have never been notified of stock updates...I have been wanting a Japonesque brush for a long time and I have given up on it.

    Conny
    x
    ReplyDelete
  3. we are doing well between us :) They sent me an email today to say that the product I ordered (the one that was going to be a Christmas present) they have had to cancel as they cannot find stock of it, aaaaaaah !
    They are terrible to get hold of, I only managed to get a responce once ( from another order that went wrong) after emailing them everyday for over a week. I hope you can get an exchange or refund x
    ReplyDelete
  4. Although I've often browsed HQHair, I've never ordered anything. I'm definitely not going to now (yours is not the first negative review I've heard in the last week).

    On a positive note, I'd like to say thank you for pointing me in the direction of a few online retailers since I found your blog a few weeks ago. I've made multiple purchases from Zuneta, Posh Brats and Julie Hewett since reading your reviews and I absolutley love everything I've received from all three. Based on your reviews I've bought RBR from Zuneta, Villainess goodies from Posh brats - ohmygod I cannot get enough of the Grundy fragrance - and products including sheer noir lipsticks and the Twilight palette from Julie Hewett.

    Although I'd heard of Zuneta and RBR, the price put me off until I read your glowing reviews. I had not heard of the other two websites, so thanks very much to you :-)

    In the interests of sharing positive reviews, I can thoroughly recommend Bath & Unwind and Lookfantastic websites for positive online beauty shopping experiences, and wonderful free gifts. I am in no way affiliated to either site, just very impressed!
    ReplyDelete
  5. All I have read are negative reviews of this site! I have never actually ordered from there and don't think I ever will now!
    I would think that anything that costs that amount of money should have at least 6 months left before it expires!
    Jo x
    ReplyDelete
  6. Hi Musing on Beauty - they're convenient for Europe - and I know the NARS UK website charges a lot to ship outside of the UK. Some of the other etailers are upping their game for Europe though - Zuneta has decreased the cost of shipping to Europe quite recently.

    Hey Conny - you and me both! ;)

    Hi Replica - we certainly are! It's so frustrating for both of us with the timing. It sucks to repeatedly take orders for stuff that is out of stock.

    Hello Claire - I love Grundy, it's so earthy and good! Glad you are liking it (and your other purchases) too. I have heard of Lookfantastic, but not ordered; I'll have to have a closer look. I'd never heard of Bath & Unwind, I will definitely look that one up. Thank you :)
    ReplyDelete
  7. I've never ordered from there and certainly won't be now. Nothing bugs me more than a company happy to take your money then informing you that they don't have the product you wanted.

    And as for the eye cream - well, I'm speechless.
    ReplyDelete
  8. I've had a similar experience at HQhair. And after reading your posts, and many tweets, I guess we're not the only ones.
    It really is a shame because the range of their products is very good. I can't get brands like NARS, Aveda, Becca, Benefit... anywhere in my country so HQHair seemed like a great choice (and yes, I refuse to pay the absurd 20€ shipping fee at the NARS EU website). Fortunately, there are many other great websites who know that great customer service is the only way to go, and I'll be more than happy to spend some of my money there.
    ReplyDelete
  9. Hey Helen - it is a bit rubbish.

    Hi Klara - a lot of the other beauty websites are catching on to the European market - Zuneta recently dropped their shipping rates. It is frustrating when sites like NARS still charge so much! I don't think any other etailers sells NARS, not that I've seen in any case.
    ReplyDelete
  10. Oh dear...its such a shame HQ are letting themselves down..I must say it always seems a chaotic website and with such a vast array of stock I'm not surprised they have trouble keeping a track of it. Better to streamline and have better CS than to be letting people down all the time.
    ReplyDelete
  11. Yes, Zuneta has lowered the shipping (I think for my area from 20 to 10 pounds, which is great). The only other place that I know of that carries NARS and ships internationally is spacenk. And I have contacted them a while ago and they said that the shipping would be 10pounds. For me I think the 10pounds is still a lot but acceptable.
    I really hope that HQHair will refund you.
    ReplyDelete

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