Order placed -- no response after two weeks.

**MarkThompson** · 01-29-2015, 10:04

I referred a friend to them and he placed an order with them almost two weeks ago and asked a question at the same time. He's followed up with a phone call and voicemail as well as an additional email just a few days ago. They have not responded.

Did they close shop for a while?

**pgibson** · 01-29-2015, 10:09

I believe that they have attended a few of the recent hangs around the east coast over the last week or two. Likely have a pile of emails to catch up on after the trips. Advise your friend to keep trying to get in touch. This is also the tip of the iceberg for the busy season for all of us cottage shops.

**Moel Siabod** · 01-29-2015, 10:15

This seems to be a recurring problem with HG.

**OneClick** · 01-29-2015, 10:23

Edit: nevermind, I'll lay off since this is a brand new member

**12trysomething** · 01-29-2015, 10:25

Hey Mark, welcome to the forum. Even with your short time here you made a great decision to recommend HG to your friend! Well done. I can assure you they have not closed shop. Drop an email, leave a message and be assured that before they work the order everything will be answered.

You are a good friend!!

Rob

**signguy** · 01-29-2015, 10:26

I sent an email yesterday morning regarding an order and it was returned- yesterday evening.
I thought it was a very reasonable turnaround time for a small business that isn't selling pacemakers.

**MarkThompson** · 01-29-2015, 10:34

I've ordered 2 UQs and 1 tarp from them and have loved all my purchases -- so referring them was a no-brainer.

signguy, interesting that you got a response so quickly. A little puzzling. I pinged my friend this morning asking if he had gotten a reply yet (and obviously hadn't which is why I posted here).

**thorwren** · 01-29-2015, 10:42

Hello, folks. I have been working on returning emails within 24 hours, often much more quickly. I have just recently responded to two inquiries in the last 2 days who bumped me a second time. I was confused why I never responded to their first emails, and I discovered they were in spam. My apologies if I missed the OP's friend's email. You can PM me on here with his name and I'll do a search. So far, I receive an average 30-40 emails a day, so I always hope I didn't miss one, so I do apologize if I did.

As for phone calls, Stormcrow has been quite inundated with calls, and he is trying to return calls while working on all of his other roles. We do apologize if you are waiting on him. We encourage emails anyway, because it is easier to use it as a historical reference for any information pertaining to an order. As always, we do appreciate your patience, and hope you have not felt slighted. Please let me know!

**MarkThompson** · 01-29-2015, 10:48

I'm betting it was in the spam folder. THANK YOU for the reply! Not knowing all that much about the company other than it was cottage shop we were worried you guys had gone camping and hadn't returned :-).

**Raos** · 01-29-2015, 10:51

Responding to customer inquiries seems to be an ongoing issue for HG. I had a very similar issue with them last year and I got multiple emails from other members who told me the same thing happened to them. Perhaps instead of blaming being too busy they should hire someone to respond to customer inquires? Just a though as this does not seem to be a one off issue.