Why is Hilditch & Key customer service so appalling?

Discussion in 'Classic Menswear' started by B-Rogue, Jan 2, 2014.

  1. B-Rogue

    B-Rogue Well-Known Member

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    Having heard good feedback about their shirts' quality recently I have purchased a few shirts from them. I have received one of them and i do like the quality. However as far as their customer service is concerned I have been very disappointed. It takes forever for them to reply to emails or to notify that a certain shirt is out of stock (even though it did show as in stock on their webiste) and no matter how many times I have tried to phone them they never answer the phone.

    Has anyone had similar experiences? Is this normal of their coustomer service? Or should I blame the delays on the fact that maybe they have been quite busy over the Christmas period?
     
  2. Ich_Dien

    Ich_Dien Senior member

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    Everyone is probably just on holiday, it's Christmas and NYE after all.

    Couple that with the fact that they are quite an old fashioned company staffed by old boys who in most likelihood aren't too technologically savvy either.
     
    Last edited: Jan 2, 2014
  3. B-Rogue

    B-Rogue Well-Known Member

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    I suppose Holiday season complicates things. However considering that they have a sale on (which means that their sales are very likely to go through the roof) one would think that they would increase the staff numbers. I know plenty of businesses that do not allow their employees to have time off during the holiday season. It's a good job that I did not need these shirts for a present otherwise I would have been very disappointed.
     
    Last edited: Jan 3, 2014
  4. Camilo

    Camilo Well-Known Member

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    I believe this is the norm yes. I bought several Hilditch & Key shirts and experienced the exact same thing. Zero email replies. I think I did manage to get ahold of them on the phone but I'm not sure. One day, after maybe a month or two, the clothes just showed up on the doorstep. I want to add a caveat that I ordered from the US. I notice this problem crops up for US customers, not sure about others (Brits in particular).

    If you poke around via search on this forum and on Ask Andy About Clothes, you see this pop up from time to time which causes me to think it's the norm.
     
  5. Naive Jr.

    Naive Jr. Senior member

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    Sometimes H&K are communicative, sometimes not. I wrote several times recently, but got no answer. At the begin of their sale I wrote asking how many of the violet or lilac slim fit shirts in sea island [they omit Quality, but it's on the label] cotton will still available when I get money later to order. The next day this shirt was no longer for sale at the reduced price. Does anybody know if it's possible to get gauntlet buttons/buttonholes on H&K RTW slim fit shirts?
     
  6. comrade

    comrade Senior member

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    I emailed them a question about their slim fit shirt sizing a few weeks ago,
    which it turns out is in the website. I got a polite and informative response
    within a few days. It was from Lauren on 12/20.
     
  7. E TF

    E TF Senior member

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    I'd ignore most of these emails if I were them.
     

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