winona
Well-Known Member
Disclaimer: This is long but I wanted as much disclosure as I am able to give
Summary: I ordered 8 Hercules combs from hotcombs.com. When I finally checked my mailbox and opened the package(that was stapled together) I noticed only 7 combs and 1 empty package. I contacted hotcombs the same night and was told it would take them a few days to investigate. After a few days I received an email from hotcombs stating that they would not replace my comb because when it left facility all combs were accounted for. The email also informed me that the comb was delivered on Monday not the Thursday that I reported getting it out the mailbox(I dont check mail everyday so sue me). I contacted hotcombs by phone and requested more information regarding WHY they wouldnt replace my comb and if their was some sort of exception to policy. I was greeted by a friendly young lady who was unable to provide this courtesy per her manager. I contacted my bank and notified them of the situation and they opened a dispute. The next day I received an email from hotcombs extending the COURTESY of replacing my comb
just saying
Bottom Line: I think I will lay off online ordering for awhile. This crap is ridiculous.
Below you will witness the shenanigans that took place. If you start from the end going up it is sequential. Just a warning of the policies to those who may want to take part in this business later on. Please learn from my mistakes.
--- On Wed, 2/23/11, hotCombs Client Services <[email protected]> wrote:
From: hotCombs Client Services <[email protected]>
Subject: RE: Order #21048
To: "'Winona
Date: Wednesday, February 23, 2011, 4:14 PM
Hi Winona,
Thank you for responding. I agree that is this is a terrible experience to have your package intercepted in route to your residence.
I understand your concern that a customer should not be at a loss for stolen merchandise. Therefore, I will pass this matter on to management so that we can offer insurance thru the USPS and our Terms and Conditions will be updated for our clients and future shipments.
I will process your order today so that it can be ready for shipment tomorrow.
Warmest Regards,
Kathy
Sr. Client Services Rep
hotCombs
The Source for Professional Grade Combs & Brushes | www.hotCombs.net
------------------------------------------------------------------------------------------------------------------------------------
[email protected] | 815.230.3640 | 815.230.3550 fax | P.O. Box 1262, Plainfield, IL 60586
From: Winona
Sent: Wednesday, February 23, 2011 1:44 PM
To: hotCombs Client Services
Cc: Hubby
Subject: Re: Order #21048
Good Afternoon Kathy,
Denise was very helpful yesterday in understanding your policies. When I retrieved my package from my locked mailbox on Thursday(Feb 17) it was stapled together. Last night I actually went in the garbage to ensure that I was not mistaken and it was definitely stapled. I hate that someone at some point during transport decided to remove my comb; however, I do not believe that it should be the customers lost if such incidence happens.
I would like to recieve a replacement comb for the one that was stolen enroute to my home.
--- On Wed, 2/23/11, hotCombs Client Services <[email protected]> wrote:
From: hotCombs Client Services <[email protected]>
Subject: Order #21048
To: "'Winona
Date: Wednesday, February 23, 2011, 10:15 AM
Hi Winona,
I am the Client Services Rep that handled your original phone order on February 11th. As your original point of contact with hotCombs, I would like to offer my assistance to find a resolution in this matter.
I have reviewed the material from the investigation as well as the notes from your correspondence yesterday with Denise. I can confirm that our records show that the comb was definitely in the package when it left our facility on February 11th and sealed with USPS Priority Mail tape.
If the package arrived stapled close, then at some point, the package could have been intercepted in route to your residence. Although hotCombs is not responsible for the package once it leaves, I am willing to accommodate your request to extend a one-time courtesy to replace the comb.
If you are in agreement with receiving a replacement 703WW, please respond to this email and I will have the order processed today.
Warmest Regards,
Kathy
Client Services
hotCombs
--- On Tue, 2/22/11, hotCombs Client Services <[email protected]> wrote:
From: hotCombs Client Services <[email protected]>
Subject: RE: Your Order From hotCombs
To: "'Winona
Date: Tuesday, February 22, 2011, 10:10 AM
Dear Winona,
After a thorough investigation of your order and shipment, we have confirmed that the 703WW was included in your shipment which was delivered on Monday, February 14th and not Thursday, February 17th.
Our Order Fulfillment process includes several checks and balances to ensure that all items are accounted for and shipped in every clients order. This process also allows us to follow up on any discrepancies with shipments that may arise.
Regards,
Denise
Client Services
hotCombs
The Source for Professional Grade Combs & Brushes | www.hotCombs.net
------------------------------------------------------------------------------------------------------------------------------------
[email protected] | 815.230.3640 | 815.230.3550 fax | P.O. Box 1262, Plainfield, IL 60586
From: Winona
Sent: Thursday, February 17, 2011 8:12 PM
To: [email protected]
Subject: Re: Your Order From hotCombs
Good Evening,
I received my order today and found that one of the combs was missing. I received the packaging in which the comb went into however the comb was not in it. The missing comb was
HS703WW Styling Comb
Winona
1
$10.95 USD
$10.95 USD
T--- On Fri, 2/11/11, hotCombs <[email protected]> wrote:
From: hotCombs <[email protected]>
Subject: Your Order From hotCombs
To: winona
Date: Friday, February 11, 2011, 9:30 AM
Thanks for Your Order!
Your order ID is #21048. A summary of your order is shown below. To view the status of your order click here.
Your Order Contains...
Shopping Bag Items
SKU
Qty
Item Price
Item Total
HS180WWR Pin Tail Comb
HS180WWR
2
$9.95 USD
$19.90 USD
HS1975 Styling Comb
HS1975
1
$12.95 USD
$12.95 USD
HS6740 Pin Tail Comb
HS6740
2
$10.50 USD
$21.00 USD
HS703WW Styling Comb
HS703WW
1
$10.95 USD
$10.95 USD
Magic mini Star Rake
MS5610
1
$13.50 USD
$13.50 USD
Subtotal:
$78.30 USD
Shipping:
$8.65 USD
Grand Total:
$86.95 USD
hotCombs
http://www.hotcombs.net/
Copyright © 2010 hotCombs All Rights Reserved. | Terms and Conditions | Privacy Policy | Client Services |
--- On Fri, 2/11/11, hotCombs <[email protected]> wrote:
From: hotCombs <[email protected]>
Subject: Your Order From hotCombs
To: winona
Date: Friday, February 11, 2011, 1:39 PM
Thanks for Your Order!
Your order ID is #21050. A summary of your order is shown below. To view the status of your order click here.
Your Order Contains...
Cart Items SKU Qty Item Price Item Total
Magic mini Star Rake
MS5610 1 $13.50 USD $13.50 USD
Subtotal: $13.50 USD
Shipping: $0.00 USD
Grand Total: $13.50 USD
hotCombs
http://www.hotcombs.net/
Copyright © 2010 hotCombs All Rights Reserved. | Terms and Conditions | Privacy Policy | Client Services |
Summary: I ordered 8 Hercules combs from hotcombs.com. When I finally checked my mailbox and opened the package(that was stapled together) I noticed only 7 combs and 1 empty package. I contacted hotcombs the same night and was told it would take them a few days to investigate. After a few days I received an email from hotcombs stating that they would not replace my comb because when it left facility all combs were accounted for. The email also informed me that the comb was delivered on Monday not the Thursday that I reported getting it out the mailbox(I dont check mail everyday so sue me). I contacted hotcombs by phone and requested more information regarding WHY they wouldnt replace my comb and if their was some sort of exception to policy. I was greeted by a friendly young lady who was unable to provide this courtesy per her manager. I contacted my bank and notified them of the situation and they opened a dispute. The next day I received an email from hotcombs extending the COURTESY of replacing my comb

Bottom Line: I think I will lay off online ordering for awhile. This crap is ridiculous.
Below you will witness the shenanigans that took place. If you start from the end going up it is sequential. Just a warning of the policies to those who may want to take part in this business later on. Please learn from my mistakes.
--- On Wed, 2/23/11, hotCombs Client Services <[email protected]> wrote:
From: hotCombs Client Services <[email protected]>
Subject: RE: Order #21048
To: "'Winona
Date: Wednesday, February 23, 2011, 4:14 PM
Hi Winona,
Thank you for responding. I agree that is this is a terrible experience to have your package intercepted in route to your residence.
I understand your concern that a customer should not be at a loss for stolen merchandise. Therefore, I will pass this matter on to management so that we can offer insurance thru the USPS and our Terms and Conditions will be updated for our clients and future shipments.
I will process your order today so that it can be ready for shipment tomorrow.
Warmest Regards,
Kathy
Sr. Client Services Rep
hotCombs
The Source for Professional Grade Combs & Brushes | www.hotCombs.net
------------------------------------------------------------------------------------------------------------------------------------
[email protected] | 815.230.3640 | 815.230.3550 fax | P.O. Box 1262, Plainfield, IL 60586
From: Winona
Sent: Wednesday, February 23, 2011 1:44 PM
To: hotCombs Client Services
Cc: Hubby
Subject: Re: Order #21048
Good Afternoon Kathy,
Denise was very helpful yesterday in understanding your policies. When I retrieved my package from my locked mailbox on Thursday(Feb 17) it was stapled together. Last night I actually went in the garbage to ensure that I was not mistaken and it was definitely stapled. I hate that someone at some point during transport decided to remove my comb; however, I do not believe that it should be the customers lost if such incidence happens.
I would like to recieve a replacement comb for the one that was stolen enroute to my home.
--- On Wed, 2/23/11, hotCombs Client Services <[email protected]> wrote:
From: hotCombs Client Services <[email protected]>
Subject: Order #21048
To: "'Winona
Date: Wednesday, February 23, 2011, 10:15 AM
Hi Winona,
I am the Client Services Rep that handled your original phone order on February 11th. As your original point of contact with hotCombs, I would like to offer my assistance to find a resolution in this matter.
I have reviewed the material from the investigation as well as the notes from your correspondence yesterday with Denise. I can confirm that our records show that the comb was definitely in the package when it left our facility on February 11th and sealed with USPS Priority Mail tape.
If the package arrived stapled close, then at some point, the package could have been intercepted in route to your residence. Although hotCombs is not responsible for the package once it leaves, I am willing to accommodate your request to extend a one-time courtesy to replace the comb.
If you are in agreement with receiving a replacement 703WW, please respond to this email and I will have the order processed today.
Warmest Regards,
Kathy
Client Services
hotCombs
--- On Tue, 2/22/11, hotCombs Client Services <[email protected]> wrote:
From: hotCombs Client Services <[email protected]>
Subject: RE: Your Order From hotCombs
To: "'Winona
Date: Tuesday, February 22, 2011, 10:10 AM
Dear Winona,
After a thorough investigation of your order and shipment, we have confirmed that the 703WW was included in your shipment which was delivered on Monday, February 14th and not Thursday, February 17th.
Our Order Fulfillment process includes several checks and balances to ensure that all items are accounted for and shipped in every clients order. This process also allows us to follow up on any discrepancies with shipments that may arise.
Regards,
Denise
Client Services
hotCombs
The Source for Professional Grade Combs & Brushes | www.hotCombs.net
------------------------------------------------------------------------------------------------------------------------------------
[email protected] | 815.230.3640 | 815.230.3550 fax | P.O. Box 1262, Plainfield, IL 60586
From: Winona
Sent: Thursday, February 17, 2011 8:12 PM
To: [email protected]
Subject: Re: Your Order From hotCombs
Good Evening,
I received my order today and found that one of the combs was missing. I received the packaging in which the comb went into however the comb was not in it. The missing comb was
HS703WW Styling Comb
Winona
1
$10.95 USD
$10.95 USD
T--- On Fri, 2/11/11, hotCombs <[email protected]> wrote:
From: hotCombs <[email protected]>
Subject: Your Order From hotCombs
To: winona
Date: Friday, February 11, 2011, 9:30 AM
Thanks for Your Order!
Your order ID is #21048. A summary of your order is shown below. To view the status of your order click here.
Your Order Contains...
Shopping Bag Items
SKU
Qty
Item Price
Item Total
HS180WWR Pin Tail Comb
HS180WWR
2
$9.95 USD
$19.90 USD
HS1975 Styling Comb
HS1975
1
$12.95 USD
$12.95 USD
HS6740 Pin Tail Comb
HS6740
2
$10.50 USD
$21.00 USD
HS703WW Styling Comb
HS703WW
1
$10.95 USD
$10.95 USD
Magic mini Star Rake
MS5610
1
$13.50 USD
$13.50 USD
Subtotal:
$78.30 USD
Shipping:
$8.65 USD
Grand Total:
$86.95 USD
hotCombs
http://www.hotcombs.net/
Copyright © 2010 hotCombs All Rights Reserved. | Terms and Conditions | Privacy Policy | Client Services |
--- On Fri, 2/11/11, hotCombs <[email protected]> wrote:
From: hotCombs <[email protected]>
Subject: Your Order From hotCombs
To: winona
Date: Friday, February 11, 2011, 1:39 PM
Thanks for Your Order!
Your order ID is #21050. A summary of your order is shown below. To view the status of your order click here.
Your Order Contains...
Cart Items SKU Qty Item Price Item Total
Magic mini Star Rake
MS5610 1 $13.50 USD $13.50 USD
Subtotal: $13.50 USD
Shipping: $0.00 USD
Grand Total: $13.50 USD
hotCombs
http://www.hotcombs.net/
Copyright © 2010 hotCombs All Rights Reserved. | Terms and Conditions | Privacy Policy | Client Services |