Stephengroy
New member
After hearing how others have been treated by Hasslefree, I simply must chalk up this experience to having a crappy USPS.
Hasslefree Indeed!
- Thread starter Stephengroy
- Start date
Roger Bunting
New member
Well, I have to say that you\'re the first person I\'ve seen who\'s reported poor service. Occasionally there may be short delays. It\'s just Kev and sally and Sally has a chronic illness which may put things back the odd day or so.
I have to echo Rogers comments.
Kev & Sally are a Two person show and despite having to contend with a serious illness, 4 kids they have managed to provide a great customer service to me.
Ebonbuddha
Active member
Yeah. I haven’t had any problems. I don’t know what to tell you.
demonherald
New member
exactly the same as the other guys.. I admire what the pair o em manage with the tribe in tow and Sally not in the best of health this year..... any delays have always been clearly posted on their site sometimes low stock sometimes jst unable to physically do the orders but always explained and great service....
order placed Friday 4th April 2008, packed Monday 7th April shipped in Royal Mail collection tuesday 8th April. Sent from UK to USA with customer not choosing to pay for insurance for a set of limited edition figures.
We shut down for Salute on the Wednesday 16th April. This was documented on the front page of the website in a news item on Monday 14th April 2008.
\"Tomorrow ( tuesday) is the last day i will be processing order to go out before Salute. All orders that come in before 5pm tomorrow will be despatched in the post run on wednesday morning (providing all items are in stock of course!).
After that no orders will leave us until next wednesday as we return from Salute on Sunday and will be unpacking monday.
If you have an urgent order that absolutely <i>has</i> to go out them email me and let me know and i can see what i can do.\"
The next news item posted on our front page was on Monday 21st April 2008.
\"Sally physically collapsed after Salute on Saturday and is officially on bedrest for a few days.
We politely request your patience and if you have sent any orders or emails whilst we have been away for the show and hopefully she should be back soon.
thank you\"
The next update about my health was on April 23rd and then April 25 th and then April 27th.
The office eventually re-opened on May 15th
It finally seems as if we are getting sorted. All back orders have shipped and all retailers have stock on the way as well. Thanks lots for your patience\".
On 16th May my pc crashed (again reported on our front page) and it took me until Monday 19th to get access to all email accounts and website on my laptop
The order was again packed on the 16th May (friday) and i took it to the post office myself on Saturday 17th May 2008.
I received emails from the customer on the 15th May which i replied to and re-shipped the order and i have got one in each inbox this morning that i havent yet opened as i have just got into the office.
So basically i have replied to emails, sent the order out promptly.....twice now with me covering the shipping costs and the figure values in the second order. I am already running at a loss on this order as they are limited edition figures. I have been up all night with a teething baby and then i log online to be met with an ranting when as far as i can see i have documented all of the delays on the website when they have happened and sent the order out.
I am not shipping again and will refund the order money
I know i cant expect sympathy for the fact i have been up all night with Luke but regarding the order status I think this rant was a bit unfair.
We shut down for Salute on the Wednesday 16th April. This was documented on the front page of the website in a news item on Monday 14th April 2008.
\"Tomorrow ( tuesday) is the last day i will be processing order to go out before Salute. All orders that come in before 5pm tomorrow will be despatched in the post run on wednesday morning (providing all items are in stock of course!).
After that no orders will leave us until next wednesday as we return from Salute on Sunday and will be unpacking monday.
If you have an urgent order that absolutely <i>has</i> to go out them email me and let me know and i can see what i can do.\"
The next news item posted on our front page was on Monday 21st April 2008.
\"Sally physically collapsed after Salute on Saturday and is officially on bedrest for a few days.
We politely request your patience and if you have sent any orders or emails whilst we have been away for the show and hopefully she should be back soon.
thank you\"
The next update about my health was on April 23rd and then April 25 th and then April 27th.
The office eventually re-opened on May 15th
It finally seems as if we are getting sorted. All back orders have shipped and all retailers have stock on the way as well. Thanks lots for your patience\".
On 16th May my pc crashed (again reported on our front page) and it took me until Monday 19th to get access to all email accounts and website on my laptop
The order was again packed on the 16th May (friday) and i took it to the post office myself on Saturday 17th May 2008.
I received emails from the customer on the 15th May which i replied to and re-shipped the order and i have got one in each inbox this morning that i havent yet opened as i have just got into the office.
So basically i have replied to emails, sent the order out promptly.....twice now with me covering the shipping costs and the figure values in the second order. I am already running at a loss on this order as they are limited edition figures. I have been up all night with a teething baby and then i log online to be met with an ranting when as far as i can see i have documented all of the delays on the website when they have happened and sent the order out.
I am not shipping again and will refund the order money
I know i cant expect sympathy for the fact i have been up all night with Luke but regarding the order status I think this rant was a bit unfair.
Hasslefriesian
New member
With the best will in the world, we\'re unable to control the US postal service.
We\'re also unable to answer emails in our sleep.
@ Everyone else: Thanks!
It\'s nice to know Sally\'s efforts are appreciated!I dont usually air communications in public but i have replied to this customer on the email sent last night. I have done nothing wrong and have nothing to hide. I would just like to add that the office is only open for limited hours each week as we rely on part-time staff..this again is documented on our website http://www.hasslefreeminiatures.co.uk/faq.php#opening%20hours
\"Hi Stephen,
i re-sent your order out as requested and took it to the post office myself on the 17th May. I honestly dont know where it is.
I am refunding your money for this order as i cannot afford to keep sending this order out...there is obviously something wrong somewhere along the line with the postal service....maybe a postal worker has taken a fancy to your figures i dont know.
I have also replied on the topic you posted on CMON and think you have been very unfair. Once the parcel has left us we have no control over how long it takes to arrive at its destination. I have replied to all of the emails that I have received from you and sent the parcel out promptly twice now. It has been well documented on the front page of our website that we were closed for 3 weeks due to me collapsing. I dont see that there has been anything else that i can do.
We pride ourself on our fast shipping and customer service and rants like yours aired in public over delays that are beyond our control are unfair and damaging to our reputation. We work hard to provide for our four children and keep the business going amidst many problems. It is very rare that issues like this occur and i feel that i have done as much as i am able to resolve it.
I am sorry if you are unhappy with our service but feel that there is nothing else i can now do except cancel your order and refund your money.
Sally
www.hasslefreeminiatures.co.uk\"
\"Hi Stephen,
i re-sent your order out as requested and took it to the post office myself on the 17th May. I honestly dont know where it is.
I am refunding your money for this order as i cannot afford to keep sending this order out...there is obviously something wrong somewhere along the line with the postal service....maybe a postal worker has taken a fancy to your figures i dont know.
I have also replied on the topic you posted on CMON and think you have been very unfair. Once the parcel has left us we have no control over how long it takes to arrive at its destination. I have replied to all of the emails that I have received from you and sent the parcel out promptly twice now. It has been well documented on the front page of our website that we were closed for 3 weeks due to me collapsing. I dont see that there has been anything else that i can do.
We pride ourself on our fast shipping and customer service and rants like yours aired in public over delays that are beyond our control are unfair and damaging to our reputation. We work hard to provide for our four children and keep the business going amidst many problems. It is very rare that issues like this occur and i feel that i have done as much as i am able to resolve it.
I am sorry if you are unhappy with our service but feel that there is nothing else i can now do except cancel your order and refund your money.
Sally
www.hasslefreeminiatures.co.uk\"
Talonicus
New member
Umm its always bad form to post grievances like this on-line unless as a last resort.
I may sound like a fan boy but Hasslefree have always given me the best service of any retailer. Fantastic delivery and communications.
I can\'t recommend them enough. PERFECT
( if any of Hasslefree HQ are reading this...... gifts for my praising words are always gratefully accepted........ lol )
Please give them a chance, a small business like theirs can suffer badly from a bad message like this.
Nigel
I may sound like a fan boy but Hasslefree have always given me the best service of any retailer. Fantastic delivery and communications.
I can\'t recommend them enough. PERFECT
( if any of Hasslefree HQ are reading this...... gifts for my praising words are always gratefully accepted........ lol )
Please give them a chance, a small business like theirs can suffer badly from a bad message like this.
Nigel
Bignastyshark
New member
I have never bought from hasselfree however reading this message has not discouraged me in the least,
With praise from
Dragonsreach
Deamonherald
Roger Bunting
To name a few, i have been inspired to view your website and can say with great confidence that i will be a future customer,
Mucho Kudos on the running of your business with the crappy state of government within the UK atm, i am trying to get a small business of the ground myself and it is indeed very difficult,
From looking at your site, it is clear that you value your customer highly indeed, i am unsure of any other company that will take competition entrys and actually mass produce for all to enjoy,
To me you seem a wonderful comapny and from what i have read wonderful people, keep doing what you are doing you have gained custom becuase of this post if anything in my opinion,
Regards,
Bignastyshark,
Iain Hale.
With praise from
Dragonsreach
Deamonherald
Roger Bunting
To name a few, i have been inspired to view your website and can say with great confidence that i will be a future customer,
Mucho Kudos on the running of your business with the crappy state of government within the UK atm, i am trying to get a small business of the ground myself and it is indeed very difficult,
From looking at your site, it is clear that you value your customer highly indeed, i am unsure of any other company that will take competition entrys and actually mass produce for all to enjoy,
To me you seem a wonderful comapny and from what i have read wonderful people, keep doing what you are doing you have gained custom becuase of this post if anything in my opinion,
Regards,
Bignastyshark,
Iain Hale.
Amazon warrior
New member
I have to say that on the whole, I\'ve had positive experience with Hasslefree. My first order went slightly awry, but this was mostly my fault for screwing up the online order form. I reordered and everything went smoothly the second time.
james sequeira
New member
Service was top notch for me, you sure the postman hasnt left your package somewhere you cant see it or something, if its been sent out twice then surely one must have gotten to you.
Roger Bunting
New member
Is it possible there was an error in the address given that hasn\'t been noticed?
lizcam
New member
I order from Hasslefree often because I love the minis AND THE SERVICE. Other than Darksword I\'ve never had better service when ordering ANYTHING, let alone minis. I read the original post last night but didn\'t respond because I knew Sally would have it sorted but it grieves me that Sally and Kev have been pushed to the point of having to respond in this way.
I whole heartedly endorse Hasslefree and I think I\'ll head over there right now and see if I can pick up something new.
I whole heartedly endorse Hasslefree and I think I\'ll head over there right now and see if I can pick up something new.
I can\'t remember, but I think I\'ve bought from Hasslefree... But then, I get them mixed up with Heresy...
It was Dr. Hugh anyway, and \"he\" arrived presently within a few days of placing the order.
I\'m not on the right PC now to check my bookmarks, but I think Hasslefree has a great range of figures for such a small outfit, and tbh I\'m surprised that it\'s only the two people!
It was Dr. Hugh anyway, and \"he\" arrived presently within a few days of placing the order.
I\'m not on the right PC now to check my bookmarks, but I think Hasslefree has a great range of figures for such a small outfit, and tbh I\'m surprised that it\'s only the two people!
I\'ll have to slightly disagree with you Mrs. H.
Posts like this are not damaging to your reputation, but only provides another chance for you to shine (which I believe you have), and stand out from many of your competitors.
Mistakes do happen, but it is how a retailer reacts to mistakes that makes them good or bad. Your communication with your customers is ALWAYS top notch, and it seems even in this case it was as well.
However, I\'ve been on the \'receiving\' end of bad customer service (NOT from HASSLEFREE mind you), but I know how frustrating it can be at times. The original poster obviously feels the frustration as well, and resorted to posting it publicly. So, I just say, don\'t judge him too harshly.
You\'ve been more than fair and gracious, and while it\'s not ideal to air that in public, it goes a long way in showing what kind of retailer you folks are.
Unfortunately, you can\'t make every customer happy, but you also can\'t say the folks at Hasslefree didn\'t do their damndest to try.
Posts like this are not damaging to your reputation, but only provides another chance for you to shine (which I believe you have), and stand out from many of your competitors.
Mistakes do happen, but it is how a retailer reacts to mistakes that makes them good or bad. Your communication with your customers is ALWAYS top notch, and it seems even in this case it was as well.
However, I\'ve been on the \'receiving\' end of bad customer service (NOT from HASSLEFREE mind you), but I know how frustrating it can be at times. The original poster obviously feels the frustration as well, and resorted to posting it publicly. So, I just say, don\'t judge him too harshly.
You\'ve been more than fair and gracious, and while it\'s not ideal to air that in public, it goes a long way in showing what kind of retailer you folks are.
Unfortunately, you can\'t make every customer happy, but you also can\'t say the folks at Hasslefree didn\'t do their damndest to try.
Flashman14
Member
I confess
I had troubles too ..but with a US distributor who was always out of stock of Hasslefree minis and every week they were supposed to get shipments and never seemed to get the stuff I ordered and that it would be on next weeks order. They never replied to my inquiries after the third week. I had to cancel (that they did) as I was moving and didn\'t have a month to get it all straight and to throw in a new address to complicate things.
I don\'t want to blame anybody in particular but I don\'t often cancel orders -that may have been the first time. The limitations for US customers is more clear now but its one I\'m unwilling to be patient for. In general I hate gambling on figure ordering and generally I think two weeks is fair but 3-6 weeks? no good. And there\'s a lot of vendors who operate in that range that I avoid ordering with when I can.
But, convention season is coming here so I think I\'ll save on shipping and get stuff there rather than hope fulfillment happens as it should.
You\'ll get my cash just quite a bit later than I was planning! =)
I had troubles too ..but with a US distributor who was always out of stock of Hasslefree minis and every week they were supposed to get shipments and never seemed to get the stuff I ordered and that it would be on next weeks order. They never replied to my inquiries after the third week. I had to cancel (that they did) as I was moving and didn\'t have a month to get it all straight and to throw in a new address to complicate things.
I don\'t want to blame anybody in particular but I don\'t often cancel orders -that may have been the first time. The limitations for US customers is more clear now but its one I\'m unwilling to be patient for. In general I hate gambling on figure ordering and generally I think two weeks is fair but 3-6 weeks? no good. And there\'s a lot of vendors who operate in that range that I avoid ordering with when I can.
But, convention season is coming here so I think I\'ll save on shipping and get stuff there rather than hope fulfillment happens as it should.
You\'ll get my cash just quite a bit later than I was planning! =)
Ebonbuddha
Active member
What? My word isn’t good enough? lol
Wren
Member
I\'ll join in with the folks attesting to Hasslefree\'s service. I\'ve always had very friendly and timely transactions with them. Is there any chance you made an error in your address information or something else like that that could have sent the packages astray?
While I\'m reluctant to order out-of-country in general due to concerns of postage costs and customs and so on, I\'ll place an order with a reputable UK company without hesitation. I\'ve ordered from several UK mini companies over the years and have always been impressed with the speed of delivery. (Though I am starting to wonder where my Frothers fairies are, anyone else received theirs?) I\'ve also mailed commissions to the UK with no problems. I find the service to be quicker and more problem free than to cross the border back and forth between the US and Canada. I\'m still a Canadian at heart, but I\'ve got to say I\'m not that impressed with Canada Post after experiencing USPS mail service. It\'s annoying to know I can send a package to the UK and it\'ll get there in a week or so but I have to remember to send cards to Canada for every holiday at least two weeks out if I want them to get there in time!
While I\'m reluctant to order out-of-country in general due to concerns of postage costs and customs and so on, I\'ll place an order with a reputable UK company without hesitation. I\'ve ordered from several UK mini companies over the years and have always been impressed with the speed of delivery. (Though I am starting to wonder where my Frothers fairies are, anyone else received theirs?) I\'ve also mailed commissions to the UK with no problems. I find the service to be quicker and more problem free than to cross the border back and forth between the US and Canada. I\'m still a Canadian at heart, but I\'ve got to say I\'m not that impressed with Canada Post after experiencing USPS mail service. It\'s annoying to know I can send a package to the UK and it\'ll get there in a week or so but I have to remember to send cards to Canada for every holiday at least two weeks out if I want them to get there in time!
