The MLP Arena
Creativity => Customs => Topic started by: Dollyhair on January 04, 2013, 11:27:51 PM
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Hello, everyone!
I know that many of you read the thread about the MLP hanks from Dollyhair.com weighing less than they used to. For those of you who don't know, I recently discovered that Lauren, my assistant of five years, was heavy-handed with the hanks... which she is now claiming isn't true, and which makes no sense to me at all, because it would actually have been more time-consuming for her.
At any rate, Lauren quit (amicably) in late October 2012, and I hired a new assistant, Karen, to take her place. Karen has been spinning the hanks per my instructions, which is why Karen's hanks are all smaller than Lauren's were.
I feel bad about the fact that many of you became accustomed to receiving thicker hanks. I REALLY don't know how to address/resolve the issue. Lauren put me in a very bad spot. But I am going to figure something out.
For now, I am offering a coupon code to all of you not only in celebration of the new year, but also in hope that it will help to offset the fact that the hanks are weighing less now. The code works like this:
Spend at least $10.00, and you get a $1.00 discount
Spend at least $20.00, and you get a $3.00 discount
Spend at least $30.00, and you get a $5.00 discount
Spend at least $50.00, and you get a $10.00 discount
Spend at least $60.00, and you get a $14.00 discount
The coupon code is good from now until January 9, and the coupon code is as follows:
2013
I hope you all have a wonderful year!!
Tina
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Between 1% and 25% off for half the product we were recieving previously and increasingly poor customer service? Seriously?
-Tabby
the princess with claws
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You have numerous customers who haven't received their orders and have never received a response to their emails. They have begun filing Paypal claims. Maybe you should address them.
http://mlparena.com/mlp/index.php/topic,317815.0.html
Also, for those who want to know more about this issue (ie, hank weight discrepencies), please see this thread.
http://mlparena.com/mlp/index.php/topic,316839.0.html
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Um yeah.... even if I want to order more hair to make up for the lesser hanks, I can't. I put all the money I had available into the hair which I ordered. :(
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the cupon code will expire a full week before i can put in another order
and even then im not likly to do a large enough order to make the discount even woth the effort.
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10.00 to get a whole whopping amazing super... one dollar off... until the checkout nails you with the hidden fee anyways.
Some skimpy discount isn't enough to get my business back. What it will take is consistent quality in hank weights, waiting times, and communication. Perhaps you can post the expected weight of what a hank will be onto the ordering page so consumers will know what they're getting, because the picture that's up now next to Applejack is fairly misleading.
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Yeah, this does nothing to address or resolve the issue.
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It's not just the issue of the hair weighing less- It's the fact that some customisers find that the hanks they receive- Don't rehair the whole pony as promised!
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I think as has been said previously, is that we'd rather have the thicker hanks that we are accustomed to and if we have to, pay a little extra. :huh:
I'm afraid that I agree with the others; you need to address the outstanding issues before trying to encourage more orders. :|
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So, for 5 years you didn't notice that the spools of hair only lasted half as long as they should have because she doubled the hanks? How is that even possible?
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I've always gotten my orders in a timely manner, exactly as they should be, and I've always had wonderful communication with you, Tina. Before, I have stood up and stated that in your defense.
However, it is extremely distressing to see the amount of missing hair, missing orders, the lack of reply to customer emails, and the large amounts of money being taken with no product received. Not to mention that your hanks no longer do as advertised - rehair an entire G3 with one hank.
Because of this, I will not be taking advantage of this discount. I don't feel comfortable ordering from you until the current issues and outstanding orders have been fully rectified. This includes that fact that your product no longer does as advertised.
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Thanks Tina!!!
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Sorry, but no. You should really work on resolving the issues that people are having. People are not going to want to buy more from you after they've received such poor customer service already. :huh:
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Tina, I've been a dollyhair customer for 5 years now, with no problems until my last order. Like puzzle, I've stood up for you in the past, and even recommended your product, but given the recent events, I'm not comfortable doing that now. As others have said, I'd like you to address the issues at hand, before I could order from you again. I've sent you an email addressing my concerns with my last hair order. I'm waiting on a response. You've got people not receiving their orders, hanks that are grossly underweight, and no communication. This coupon code feels like a slap in the face. Also, I find it very unprofessional to point the blame at former employers, and a little hard to believe you didn't notice this going on for the past few years. This is your business, and you should be trying to make right with your customers. :huh:
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:what:
While this is certainly a nice gesture, it does nothing to address customer issues.
Hair weight: this seems fixable, but the situation seems off to me that it was never noticed until now that customers were getting more product than they were supposed to
Non-Response: as someone that runs a small business, this is my number two priority after filling orders. Answering emails and getting back to your customers shows that you value them and their business, and provides an open line of communication to deal with issues that arise.
MIA Orders: when customers place an order, they expect to receive their order, and ideally within a timely manner. In my months ordering from your site I have seen mention to orders being delayed, but no where does it state on your site how long a customer should expect it to take to receive their order.
Speaking for myself, the product that DollyHair offers is good. The customer service needs a lot of work. I have issues with half of the orders I've placed with the site. That doesn't sit right with me. My last two orders (placed within 12 hours of each other) have shown me that I play Russian roulette when ordering from the DollyHair site. One arrived with no issues except being on the slim side, but the other has gone MIA. The fact that I couldn't even get a response as to whether or not my order even shipped makes me not even want to waste my time trying to address the slimness of the other order.
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Yes, because what I really want to do is give you MORE of my money while I haven't received the product I paid for.
This fixes nothing. And I agree with Okiegirl that it is just deplorable that you are pointing the blame on your assistant and claiming no responsibility yourself. Your new assistant isn't doing much better as many people have received hanks that are even smaller than what you claim they should be (as small as 6grams!) The bottom line is that this is YOUR company, so this is YOUR mistake, and you need to fix it and actually make things right rather than issuing yet another minimal and short lived coupon code to try and get people to give you more of their money.
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I've never had a problem with DH, but I am disappointed that the new hanks are throwing off my 'knowing how much to order'. I would really love the old amount of hair for more money per hank.
I'm really sorry that this is all coming down during what sounds like the worst time of your life. :cry:
I do agree with everyone saying that the issues at hand need to be resolved in order for you to recover your business's PR. Remember from Bug's Life?: First rule of management- Everything is your fault. I think telling us why things are they way they are is not helping much. You need to fix them and it sounds like it's a pretty simple concept.
1- send orders that have been placed (oldest to newest)
2- answer all email inquiries and complaints (work on offering freebies to people who have really been wronged)
3- offer bigger hanks for more money. (I think your competitors charge more for their bigger hanks anyway.)
Is there anything I can do to help? Thanks for the coupon, I have to order some hair today anyway. Best of luck to you, I'd hate to see DH go under, I hope these issues can be resolved.
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Wow. Maybe respond to the Trader Support thread? Why would anyone send you money after all the missing orders that still haven't been fixed? Boggles the mind that you think you can just throw a coupon out and immediately everything is better.
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ok, i think the point is that you always talked bad about your competitors, their service and their products. You raised the expectations for them and therefore for you; and now you don´t meet them.
Was beneficial for you to close the other threads, so you didn´t need to give more explanations; but many customers were left waiting for answers from you, and your potential buyers too, honestly this is a gall. At least you should answer the e-mails and work something to fix the misunderstandings.
Please be honest, what would you do if your vendor of many years send you less product, without a notice or explanation and charge you the same. Did you really not noticed the size difference in the wicks? i mean, you sent them!!!! you trained her and you covered her work when she was absent (working in a movie, etc), is strange that you hadn´t complains in those periods.
I really think that you aren´t honest with us, and that my friend, to me.... is be a liar, so i can´t trust my money and time in you. Of course will be different, when you really really correct the bad customer service you provide
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I won't be taking "advantage" of this coupon. it's a poor sale, for less product than everyone has been used to for years. You have not addressed anyone's concerns except to place blame upon your employee for doing things "wrong" for YEARS. I'm sorry, but I don't believe that you wouldn't have noticed this. And even so people are stating that the hanks are even SMALLER than what you previously stated they "should" be.
I for one will not be paying more for less product, I will be ordering from other hair suppliers that have far better customer service and offer bigger hanks for right around the same price that yours are set at.
Customer service and responsibility are what make a small business successful, and most of us have not received either. Until all the issues are addressed, and resolutions are reached and I hear of customer service improving GREATLY, I will not be wasting my time or money.
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I'm glad you are here on the boards still. Obviously, there are some thing to work out. I think Tina trying to reach out to her customers is at least the start of a solution, it's just not the end of the solution. Fixing communication and past orders will take some time. It's a mess that has taken a lot of time to happen and it will take a lot of time to fix.
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I think a more professional way to have handled this change when you noticed it would have been offering up the same amount of hair, but raising the price a little. Many of us have said that we want what we are expecting to get. How can we order if we don't know what we are getting? If you had gone this route, then offering a coupon code for a little off would make more sense. Oh, and communicating with customers. That would be nice too.
Anyways, not taking advantage of this. Sorry....
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Even with the bad rap and increasingly long thread on problems I was willing to buy hair and tools from Dollyhair since my last order went really well.
But throwing your assistant under the bus publicly is astoundingly unprofessional. Even if it wasn't your intention, it really reads like you're trying to push the blame on someone else.
You should really address the people waiting on replies, refunds, and products before trying to sell more product.
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So, for 5 years you didn't notice that the spools of hair only lasted half as long as they should have because she doubled the hanks? How is that even possible?
Good question. No, I didn't. The hanks that I saw all looked perfect. Which is one of the reasons why this still isn't making any sense to me. But there's no way that so many people could be wrong.
Post Merge: January 07, 2013, 12:42:32 PM
Even with the bad rap and increasingly long thread on problems I was willing to buy hair and tools from Dollyhair since my last order went really well.
But throwing your assistant under the bus publicly is astoundingly unprofessional. Even if it wasn't your intention, it really reads like you're trying to push the blame on someone else.
You should really address the people waiting on replies, refunds, and products before trying to sell more product.
Well, I didn't have to use her name, but honestly, that's what happened. All of these years, I never noticed any incongruencies. But idf s many people are saying that they were receiving thicker hanks, then I have no other option but to blame the person who was operating the machine.
Post Merge: January 07, 2013, 12:44:50 PM
I think a more professional way to have handled this change when you noticed it would have been offering up the same amount of hair, but raising the price a little. Many of us have said that we want what we are expecting to get. How can we order if we don't know what we are getting? If you had gone this route, then offering a coupon code for a little off would make more sense. Oh, and communicating with customers. That would be nice too.
Anyways, not taking advantage of this. Sorry....
I like your idea. As I said, I'm still trying to figure out how to address the situation.
You're all making very good points. I wish I had been able to handle everything better, but honestly (and not to go into things too far publicly), I just went through probably the most difficult experience in my whole life. If I described here how I was literally prevented from running my business properly, both financially-speaking and time-wise, you would all be appalled. So really, now that I'm coming out of the experience and will never allow something like that to happen again, all I can do is try to fix things. I URGE people to call me at 616-61-DOLLY so that I can address whatever needs to be resolved on an individual basis.
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But idf s many people are saying that they were receiving thicker hanks, then I have no other option but to blame the person who was operating the machine.
Wow, this is just....wow. I have no words.
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Even with the bad rap and increasingly long thread on problems I was willing to buy hair and tools from Dollyhair since my last order went really well.
But throwing your assistant under the bus publicly is astoundingly unprofessional. Even if it wasn't your intention, it really reads like you're trying to push the blame on someone else
agreed I am shocked by this I cant believe you use her name so freely as well, she worked for you for 5 years she obviously did great work for you business cause everyone was happy with your product and you obviously were suffering with the extra cost of her generous hanks since you have only just 'recently discovered the issue'. Sorry I don't want attack you but I feel sorry for you old assistant that you keep blaming everything on her and she cant even defend herself please just stop and work on mending your business.
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perhaps instead of debating who is at fault, we turn to trying to fix the unresolved issues.
Tina, please take a look at the thread in Trader Support: http://mlparena.com/mlp/index.php/topic,317815.0.html
you have a number of customers who have not received orders, or received orders with missing hanks, or hanks that were half the size of your 11g hanks.
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But idf s many people are saying that they were receiving thicker hanks, then I have no other option but to blame the person who was operating the machine.
Wow, this is just....wow. I have no words.
OK, I am NOT shirking responsibilty. Please don't think that I am. I did inspect the hanks periodically. Short of operating the machine myself 100% of the time, or inspecting and weighing each and every hank, I don't know what else I could have done.
Post Merge: January 07, 2013, 12:58:16 PM
perhaps instead of debating who is at fault, we turn to trying to fix the unresolved issues.
Tina, please take a look at the thread in Trader Support: http://mlparena.com/mlp/index.php/topic,317815.0.html
you have a number of customers who have not received orders, or received orders with missing hanks, or hanks that were half the size of your 11g hanks.
OK, I will.
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The fact is you should not be blaming any one person. It doesn't matter what individual was physically operating the machine at the time. It is still your business so it is your responsibility to make things right and not just keep making excuses. Handle your business like a professional.
I am sorry that you have had some difficulty personally, but if you can't continue to operate at full capacity due to other things you either need to make sure that you have someone to fill in and keep all aspects of the business (including communicatiom and customer service) on track or you need to suspend business until you are able to run it properly.
Post Merge: January 07, 2013, 01:15:11 PM
It is also worth noting that many people have tried calling that number for weeks and have never gotten through to anyone. And a voicemail answer that blatantly tells people not to leave messages because you won't check them makes he whole thing completely useless.
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I don't feel as if anyone is claiming that events happening in your life are unimportant or should have been left undealt with.
However, what I believe is upsetting most of the people here (myself included) is that no information was given to us as customers to inform us that there would be delays or communication problems. While you did post something in late Nov/early Dec about being back logged, it was unfortunately a little too late for most of us.
Perhaps next time real life throws a wrench in the works of your business, a note on the site about possible delays be one of the first things you or an employee do.
As I remember it being stated during the problems that came up when your assistant was away in August, communication is very important to your business. You need to take time to get back to emails, even if it's a short reply that you are unable to look into it right away, but will get back to them by a set date. Then you won't have customers (again, myself being one of them) emailing you numerous times about the same thing, because we know that you have seen our email and we should be hearing back from you shortly.
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Okay, I normally prefer to keep quiet, but ugh! The hanks are visibly different and they feel way lighter. It looks bad that as the one in charge, you couldn't tell. Actually, if it were me, I wouldn't admit that kind of oversight/negligence. Now, my last order came fast and with a bonus hank, but here's my trouble...I haven't got enough hair to finish my projects! I am stuck unless I sink more money. Not a happy camper.
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Short of operating the machine myself 100% of the time, or inspecting and weighing each and every hank
No one is asking you to be the sole operator 100% of the time. However, what possible reason could there be to not weigh each hank? A less than 25$ investment in a kitchen scale to check and see if it's heavy or light and one extra step during the packaging stage which would only take a second. It would keep you protected from false claims, and give the consumers peace of mind that they're getting exactly what they paid for.
What is done is done, but you need to employ some better quality control measures to stop it from happening again.
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Short of operating the machine myself 100% of the time, or inspecting and weighing each and every hank
No one is asking you to be the sole operator 100% of the time. However, what possible reason could there be to not weigh each hank? A less than 25$ investment in a kitchen scale to check and see if it's heavy or light and one extra step during the packaging stage which would only take a second. It would keep you protected from false claims, and give the consumers peace of mind that they're getting exactly what they paid for.
What is done is done, but you need to employ some better quality control measures to stop it from happening again.
THIS. If every hank is supposed to weigh a certain amount (ie each hank weighs the SAME), then you need to be weighing them to know for sure, especially with reports of such discrepency. I had many in my last order below the 11g you've mentioned as "Standard", which means I didn't get my money's worth
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I said a lot of the same regarding this whole hank weight and non-weighing issue in the TS thread, but I edited my response and it was deleted, because I didn't want to cause the thread to get locked, as has become common with these threads because people are so upset by all this.
If we are going to be told that there is a 'standard weight,' then absolutely at some point in the process, the hanks flat-out NEED to be weighed. How can a standard weight even be declared a standard weight if you aren't weighing them? Maybe that attributes to you being unaware that they were so much heavier for years. I am with others in not really getting how you didn't catch this for years, as she was giving half your hair away according to what is claimed to be the standard weight and what was being received. Obviously the number of spins isn't accurate, not when there are discrepancies like 6g-hanks; that is ridiculously underweight, pretty much half of the 'standard 11g.' You aren't ensuring we get the right amount when you don't weigh them, as has become obvious in recent months. If a standard weight is going to be declared, you need to ensure that that is what is shipped. An ex-assistant overdoing the hanks for years is still your issue, as much as it may suck for you, but you're the owner of the business. It seems like she was the one running the machine in most cases given that we've been lead to believe we should receive nearly double what we're getting now, and to really get down to it, when it went on that long, you just need to match that weight, whatever it takes to do so. These hanks even at 11g have been reported as not enough to rehair a single pony, which is what is stated on the site. I think one of the changes that needs to come of this is you need to start weighing the hanks, regardless of spin-count. That's obviously not accurate, if you're sure they're getting the 'correct' number of spins.
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Providing communication and customer service is not optional. The two essentials for running a business are providing a product that meets expectations and treating the customer with respect, and you have been falling down on both counts for months. And every time someone calls you on it, you act surprised, as if it's new information to you that it's your job to fulfill your promises and keep people informed. Your personal situation is not the customer's problem; you do the job as it is expected to be done. If you can't do that you make other arrangements, if you can't make arrangements you make announcements, and in all cases you make amends. This is stuff they teach you on the first day of your first minimum-wage customer service job.
-Tabby
the princess with claws
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All orders for MLP hanks placed today or after today will be given MLP hanks with 53 spins instead of 35 spins... so if 35 spins weighs 11 grams, then 53 spins should weigh 16 grams. All hanks will be weighed before they're shipped from now on.
Dollyhair prices will NOT go up as a result of this.
PLEASE allow for a variance of 1 gram either up or down from the 16 gram weight.
I understand that so many of you were disappointed with the smaller weight. I would have been, as well. I apologize. No, I TRULY did not know that Lauren was spinning them more thickly all this time. Please don't think that I was aware of it.
As far as people who have been dissatisfied with underweight hanks in recent orders, please email me with your ASECURECART order number (this is a 5-digit number) and let me know which hanks were underweight. I will send additional hair to you to make up for the size.
Once again, I apologize for all of this.
Tina
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Looking at my paypal transaction, I don't see a five digit ID. I have an invoice ID, and a Unique Transaction ID.
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So is this going to be the new standard size?
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Check your order confirmation or sales receipt emails for the number. Here's part of one of mine:
Contents of your purchase :
Cart ID : 19031 *Pretty sure this is the number she means*
Vendor Product ID : 19031
Product Description : Vendor site cart purchase: Cart id 19031
Product Name : Cart purchase: 19031
Quantity : 1
Vendor Product ID : c_prod_1
Product Description : My Little Pony -lemonade-
Product Name : DHMLPH2088
Quantity : 1
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I hope I can still find my number. This does make me feel a little better since when I placed an order in December it was a large one. I'll need to go through and weigh my hanks this weekend and report in with an email.
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All orders for MLP hanks placed today or after today will be given MLP hanks with 53 spins instead of 35 spins... so if 35 spins weighs 11 grams, then 53 spins should weigh 16 grams. All hanks will be weighed before they're shipped from now on.
Dollyhair prices will NOT go up as a result of this.
PLEASE allow for a variance of 1 gram either up or down from the 16 gram weight.
I understand that so many of you were disappointed with the smaller weight. I would have been, as well. I apologize. No, I TRULY did not know that Lauren was spinning them more thickly all this time. Please don't think that I was aware of it.
As far as people who have been dissatisfied with underweight hanks in recent orders, please email me with your ASECURECART order number (this is a 5-digit number) and let me know which hanks were underweight. I will send additional hair to you to make up for the size.
Once again, I apologize for all of this.
Tina
THANK YOU TINA. I believe this is the more correct response most of us were looking for. Thank you for addressing the error (even if you did not think at first it was) and offering assistance in helping to correct the issue at hand. This will give a lot more people a little more justification and courage to order from you in the future. Many of us have been very wary of placing an order because we did not want to fall in to the same problems that have cause all of this. Again, THANK YOU.
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I second the Thank you. I will be sending you that 5 digit number with the colors and weights tomorrow. I have not had any issues until this last order, which was definitely on the light side. If you make good on your offer to compensate for the lesser hair it will go a long way to reinstall some faith.
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Yea! This seems like a fair solution to those who have been disappointed with smaller hanks.
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well, is 11g then really enought for a rehair of one adult g1 pony ? or did that change?
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Thank you, Tina. I pleased with the resolution to the problem. While I haven't noticed any lacking hair coming my way, I have been lurking and people's complaints were beginning to have me concerned. I think you are taking a great approach to solving this issue. :)
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I think this is a great compromise. Thank you for listening and doing something about this issue. I look forward to seeing this implemented.
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I emailed you and I'm posting this here so it cannot be said I did not reply to the offer you made of fixing my order.
Out of this order the only hanks that came the correct weight were:
Cherry Pie, Hematite, Daiquari Ice
Everything else was severely underweight.
This is my order:
Order Number : 4915701972
Merchant Order ID : 5e2f7b82-488b-43f3-adbf-d6d7ec8ffb92
Dollyhair ( http://www.dollyhair.com )
Contents of your purchase :
Cart ID : 19929
Vendor Product ID : 19929
Product Description : Vendor site cart purchase: Cart id 19929
Product Name : Cart purchase: 19929
Quantity : 1
Vendor Product ID : c_prod_11
Product Description : My Little Pony -raspberry rose-
Product Name : DHMLPH2119
Quantity : 1
Vendor Product ID : c_prod_3
Product Description : My Little Pony -wisteria-
Product Name : DHMLPH2041
Quantity : 5
Vendor Product ID : c_prod_4
Product Description : My Little Pony -brilliant pussycat-
Product Name : DHMLPH2060
Quantity : 1
Vendor Product ID : c_prod_8
Product Description : My Little Pony -kitten-
Product Name : DHMLPH2086
Quantity : 1
Vendor Product ID : c_prod_9
Product Description : My Little Pony -pink sugar-
Product Name : DHMLPH2111
Quantity : 3
Vendor Product ID : c_prod_5
Product Description : My Little Pony -hyacinth-
Product Name : DHMLPH2064
Quantity : 4
Vendor Product ID : c_prod_6
Product Description : My Little Pony -cherry pie-
Product Name : DHMLPH2070
Quantity : 1
Vendor Product ID : c_prod_10
Product Description : My Little Pony -brlliant black-
Product Name : DHMLPH21161
Quantity : 1
Vendor Product ID : c_prod_1
Product Description : My Little Pony -daiquari ice-
Product Name : DHMLPH2030
Quantity : 1
Vendor Product ID : c_prod_2
Product Description : My Little Pony -dusty rose-
Product Name : DHMLPH2031
Quantity : 1
Vendor Product ID : c_prod_7
Product Description : My Little Pony -hematite-
Product Name : DHMLPH2075
Quantity : 1
Total : 64.90 ( USD )
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Are people still having issues? I received my order (just one hank of hair) within a week (ordered Feb 9th and received Feb 16th) and it was enough for my G3. I'd like to place another order sometime since my order went well but I'm afraid to if there are still problems.
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:biggrin: SO pleased to see these issues addressed publicly. I haven't ordered hair in AGES due to all the bad information I've been hearing. I look forward to placing orders very soon!
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Academic, sorry to hear about new problems! :hug:
When you say severely underweight hanks, is that according to the new published weight of 11g?
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Academic, sorry to hear about new problems! :hug:
When you say severely underweight hanks, is that according to the new published weight of 11g?
The black magic hanks are the worst, they are a little less than half the size of the Cherry Pie.
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I just placed an order D: I hope everything arrives safe and proper amounts!
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I placed an order, it was shipped timely, hanks were very nice, and I received an extra one as a free-bee. I am sorry for folks that had troubles but from what I have seen here it looks like these issues are being address. :)
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I would like to say I am in the class who has had good relations with dollyhair. Tina has always done right by me and my communications with her have been prompt. I know many are unhappy but I know she is working hard to get things going again. I still consider dh to be a reliable option for my hair needs.