roylin-hairdressing-suppliers-t-a-hmh-enterprises
1|1 reviews
DC
Dawn C
1 reviews | Active since Member
12 Apr 2023, 15:56
No customer service at HMH Hair Products - Roylin Hairdressing Supplies CC
I have been a customer at HMH hair products since 2021. I have always only purchased one of their doggie shampoos and have made it clear to them - both verbally and also in writing - that I only purchase their 5litre concentrate Happy Dog Shampoo. I originally dealt with their rep (Youlandi) who gave excellent customer service. However, she left the company during last year and was replaced by a lady, named Letisha. I must emphasise that I also made it very clear to her which doggie shampoo I use, as they seem to have a range of dog shampoos. I recently ordered a 5litre Happy Dog Shampoo and they delivered the incorrect product. However, when the delivery arrived, we were very busy and the shampoo was in a white packet. However, as the size looked correct I did not check the item until a few days later when I wanted to mix it for use. Upon discovering that it was the incorrect product, I immediately called their head office to request that they please exchange it. I also sent a Whatsapp message to their rep requesting the same. The lady at their Head Office did not bother to communicate with me any further and their rep called me to shout at me and tell me that they would not be exchanging the item as it was my mistake for ordering the wrong item! I was totally shocked by their attitude, and today I called head office again to ask for the business owner's email address with the intention of explaining to her what has happened, hoping that I would at least receive some basic customer service from her. However, before I even had the opportunity of writing to the owner of HMH - Lin Hodnett - she sent me an email telling me that they do not make errors and therefore would not be exchanging the item for the correct one. She further stated that if I was not happy then I could go elsewhere to purchase shampoo. Wow! Wow! Wow! what happened to customer Service? What happened to the customer being correct? What happened to the customer is King? Would I recommend HMH Hair Products to anyone - Never in a million years! Totally shocking way to run a business!
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Replies (53)roylin-hairdressing-suppliers-t-a-hmh-enterprises's replyOfficial
14 Apr 2023, 08:20This letter was emailed to Dawn regarding her cmplaints to our Company 5 hours
PRIOR to her complaint to Hellopeter.
12 April 2023Without Prejudice Dear Dawn I believe that you called our offices last week very annoyed regarding the Order delivered to you during March 2023. The Invoice Number was 384109 for an amount of R315.22 I do understand that if you tried to dilute the 5lt of Happy Dog Shampoo ( ordered and delivered) in the same manner as the Happy Dog ConcentrateYou would NOT get the required end result. I do believe that according to you message to our Representative on 28 February 2023, you advised you require1 x 5lt Happy Dog Shampoo and1 x 1lt Kitty Kleen Shampoo and stated this would be the only products you would be interested in purchasing from this company. I see that as per the above order, this is what was Invoiced and delivered. While we appreciate each and every client we have, we cannot be blamed for items mistakenly ordered. It was clearly a mistake on your part which could perhaps have been amicably resolved if you simply realised youhad ordered the Shampoo and NOT the Concentrate.The price difference between the two products is also very evident. I am sorry you would prefer not to deal with this company again, but we cannot force people to purchase from us,We can only do what we have done best for the passed 35 years which is provide Good products and Service to everyoneconcerned. I will request our Representative not to call on you again, should you however wish to continue using any of ourrange, kindly send in your order via email to the address on this email. Kind Regards Lin Hodnett
PRIOR to her complaint to Hellopeter.
12 April 2023Without Prejudice Dear Dawn I believe that you called our offices last week very annoyed regarding the Order delivered to you during March 2023. The Invoice Number was 384109 for an amount of R315.22 I do understand that if you tried to dilute the 5lt of Happy Dog Shampoo ( ordered and delivered) in the same manner as the Happy Dog ConcentrateYou would NOT get the required end result. I do believe that according to you message to our Representative on 28 February 2023, you advised you require1 x 5lt Happy Dog Shampoo and1 x 1lt Kitty Kleen Shampoo and stated this would be the only products you would be interested in purchasing from this company. I see that as per the above order, this is what was Invoiced and delivered. While we appreciate each and every client we have, we cannot be blamed for items mistakenly ordered. It was clearly a mistake on your part which could perhaps have been amicably resolved if you simply realised youhad ordered the Shampoo and NOT the Concentrate.The price difference between the two products is also very evident. I am sorry you would prefer not to deal with this company again, but we cannot force people to purchase from us,We can only do what we have done best for the passed 35 years which is provide Good products and Service to everyoneconcerned. I will request our Representative not to call on you again, should you however wish to continue using any of ourrange, kindly send in your order via email to the address on this email. Kind Regards Lin Hodnett
Best regards,
roylin-hairdressing-suppliers-t-a-hmh-enterprises's reply14 Apr 2023, 08:20
Official
This letter was emailed to Dawn regarding her cmplaints to our Company 5 hours
PRIOR to her complaint to Hellopeter.
12 April 2023Without Prejudice Dear Dawn I believe that you called our offices last week very annoyed regarding the Order delivered to you during March 2023. The Invoice Number was 384109 for an amount of R315.22 I do understand that if you tried to dilute the 5lt of Happy Dog Shampoo ( ordered and delivered) in the same manner as the Happy Dog ConcentrateYou would NOT get the required end result. I do believe that according to you message to our Representative on 28 February 2023, you advised you require1 x 5lt Happy Dog Shampoo and1 x 1lt Kitty Kleen Shampoo and stated this would be the only products you would be interested in purchasing from this company. I see that as per the above order, this is what was Invoiced and delivered. While we appreciate each and every client we have, we cannot be blamed for items mistakenly ordered. It was clearly a mistake on your part which could perhaps have been amicably resolved if you simply realised youhad ordered the Shampoo and NOT the Concentrate.The price difference between the two products is also very evident. I am sorry you would prefer not to deal with this company again, but we cannot force people to purchase from us,We can only do what we have done best for the passed 35 years which is provide Good products and Service to everyoneconcerned. I will request our Representative not to call on you again, should you however wish to continue using any of ourrange, kindly send in your order via email to the address on this email. Kind Regards Lin Hodnett
PRIOR to her complaint to Hellopeter.
12 April 2023Without Prejudice Dear Dawn I believe that you called our offices last week very annoyed regarding the Order delivered to you during March 2023. The Invoice Number was 384109 for an amount of R315.22 I do understand that if you tried to dilute the 5lt of Happy Dog Shampoo ( ordered and delivered) in the same manner as the Happy Dog ConcentrateYou would NOT get the required end result. I do believe that according to you message to our Representative on 28 February 2023, you advised you require1 x 5lt Happy Dog Shampoo and1 x 1lt Kitty Kleen Shampoo and stated this would be the only products you would be interested in purchasing from this company. I see that as per the above order, this is what was Invoiced and delivered. While we appreciate each and every client we have, we cannot be blamed for items mistakenly ordered. It was clearly a mistake on your part which could perhaps have been amicably resolved if you simply realised youhad ordered the Shampoo and NOT the Concentrate.The price difference between the two products is also very evident. I am sorry you would prefer not to deal with this company again, but we cannot force people to purchase from us,We can only do what we have done best for the passed 35 years which is provide Good products and Service to everyoneconcerned. I will request our Representative not to call on you again, should you however wish to continue using any of ourrange, kindly send in your order via email to the address on this email. Kind Regards Lin Hodnett
Best regards,