Thank you--I'll try that if I can get someone in the phone. I emailed them yesterday through the website and haven't received a response... and still no call back after leaving that voicemail a few days ago.
Sent from my iPhone using Tapatalk
Thank you--I'll try that if I can get someone in the phone. I emailed them yesterday through the website and haven't received a response... and still no call back after leaving that voicemail a few days ago.
Sent from my iPhone using Tapatalk
I got someone on the line today--it was Kelty, the woman I spoke with originally. I asked for James, but she said she could help me with my question... SO, I explained that I'd called 5-6 weeks ago, requested replacements, etc., and she said that they would send more replacements, this time with a tracking number, which is a lot more expensive. This was reiterated. But at least we'll know if & when it leaves customs.Originally Posted by Brommeland
She explained that shipping from Canada to the US is difficult and that, often, packages are lost. I've personally sold auto parts & little stuff across our northern border, and have never experienced a lot of trouble beyond additional fees. I just don't think it's reasonable to expect some percentage of shipments just to go missing. But... whatever, I'm hoping this will resolve what should be a really simple fix. Admittedly, I don't NEED a stuff sack and the end caps are mostly cosmetic. But I wasn't counting on four phone calls, unanswered emails, and six weeks of wait time.
That new BBXLC is looking really nice.
Sent from my iPad using Tapatalk
I have interacted with HH on several occasions both by email and on phone with several folks there with no issues. Perhaps off day / moment for lady you were speaking with ...?
I got a response to my email today, closing out my phone conversation.
Sent from my iPhone using Tapatalk
My experience with them has been the same, and yeah the BBXLC looks better and better.
I had an excellent experience with HH customer support. After ordering my hammock all the notification emails went to my spam without me realizing. It was getting close to a hike I was doing, so I asked them to cancel the order and I planned to buy at my local MEC. I was pretty short in my emails as I was not happy with the delay. They were very friendly getting back to me and asked me to check my spam (noob mistake by me). Hammock showed up the same day! 10/10 customer service in the experience.
They must be using a urethane coated nylon for water proofness. It breaks down over time. I have had that happened my tents and backpacks that have a coating. My HH tarps are U coated and I have had them since 07. And they still are good with no breakdown. Got my set ups after meeting Tom at scout world jambo. He is the one that got me started with my hammock addictions!!! Sorry to hear about your woes. Hope they resolve them. Heard most of the time they correct problems very quickly.
I eventually resolved the issue with a couple replacement pieces that HH sent me. After the first couple of phone calls, I was promised two end caps and a stuff sack. A few weeks later, when they hadn't arrived, I called again and asked what was going on. They said they'd ship out another set. I got that set; the first never arrived.
My Explorer is relegated to storage/eventual use by my young son, or to the next owner if I can ever get an ad together. A BBXLC has replaced the Explorer in my gear set.
Sent from my iPhone using Tapatalk
Glad to hear they finally fixed you up!!
I have recently dealt with both Keltie and Tom. Both have been gracious and accommodating on issues I had brought to their attention (June/July 2018) in relation to a recent defective hammock which they replaced. I utilized both email and phone without difficulty initially with Keltie and received a call from Tom as well. I own two Hennesay hammocks , one I love (Deep Jungle XL zip) and the new one getting used to (Ultralite Explorer Classic).
Posting Permissions
Reply With Quote
Bookmarks