I ordered some clothing items from HD, order in Tuesday night, 12/3. Still hadn't shipped by their closing time Friday, after three full days to process. Emailed them Friday asking when they were going to ship. Never got a reply. I did learn on Monday, 12/9, that they shipped, and I finally received the stuff on Friday, 12/13. Something in the order was the wrong size (this may have been my fault on the order). I called HD Friday to see about exchanging. After 38 minutes on hold and being told the next available person would help, I reached their closing time (7pm CST), and suddenly got a message saying sorry, we're closed, call back another day. I emailed them Friday night. Auto response said they would get back in 2-3 business days. Wednesday is now done, after three business days (not counting the weekend), no response.

I'm sorry, but all this has FAIL written all over it. Totally pathetic for any large, "reputable" company. Makes me think the MoCo is so arrogant about their brand strength that decent customer service is just not necessary.

OK, /end rant.

 

You do realize that this is one of the busiest times of the entire year for all Retailers so things might get delayed just a bit for one reason or another. Try ordering some some swag about March.

 

/\/\ Understand your point, but most retailers are hiring extra staff, paying overtime, and just plain hustling to meet the Christmas demands (and probably having a very profitable month too). I can accept the very slow shipping a bit more than I can accept the horrible customer service.

 

I had pretty much the same results 6 months ago when trying to contact their on-line retail arm. I don/t think the Xmas excuse worked back then. I have found over the last few years that their www thing is just not very good-jmo.

 

Sorry to hear your trouble, but I was just about to post my on-line experience with HD. Absolutely horrible experience I am having. I received the HD email showing some really good deals from Black Friday through I think December 8th. I have been wanting a new jacket but the one I wanted was about $600, they had it on sale $234. I ordered the jacket and tow pairs of gloves. Order gets filled in 2 days, delivery shows up no jacket. Recheck tracking information and all I have is “package delivered”. Over the next couple of days I called several times and am on hold up to 30 minutes each time before I hang up. Finally after 3 days I receive another tracking number and two days later the jacket shows up, but it’s the wrong jacket. I call a couple of times and again on hold for over 30 minutes each time. I decide to do the on-line return but my wife encouraged me to be patient and call back because I really wanted the jacket. After an hour and 5 minutes a lady picks up and says she will process the return and send me the return label, but I will have to go on-line to reorder the jacket. I replied that with the issues I’ve had that were their fault, I would not be reordering. At that point she said she understood and would reorder the jacket for me. We returned the incorrect jacket and received the correct jacket, she gave me free over night shipping because of the issues. It doesn’t end there. HD received the retuned jacket December 11th and still have not acknowledged the return nor given me credit. I tried to call a couple of more times, no luck then I read the return policy. Remember they shipped the wrong jacket, correct packing slip, correct on-line information but shipped the wrong jacket.
Returns will be processed in 2-3 weeks after they receive them and an email will be sent once they process the return. It can take 2-3 billing cycles for credit to be given on the credit card used for the purchase. What I did learn is incorrect merchandise can be returned to the selling dealer that was selected at time of order and credit will be given in 2-3 days.
i realize it’s the busy holiday season but I can tell you if I ever order anything from HD on-line again and it is not correct my “selling” dealer will be taking care of it. I did ask my local dealer and they receive credit for the sale even though they did not sell it. So I won’t feel so bad taking it back to them. A company that takes 2-3 weeks to process a return regardless of the time of the year is not customer service oriented at all.
I know that’s a loooong story but thanks for letting me share.
Good luck to other HD on-line shoppers...

 

There is that ^

OP you do understand that it takes a while to get those clothes from Pakistan, China and Mexico; right ?

 

Their website is a total waste of time. I wouldn't buy anything from them off of that site.

 

The website is good for getting part numbers for stuff you want, then driving to your local dealer and purchasing said items. But seriously harley isn't fast in any shipping, I guess I'm just used to the auto industry where I can have any part I want next day at no extra charge except for the rare part that may take 2-3 days to get. Harley is like yeah we will get it to you in a week or 2.

 

hiring extra staff and paying overtime? What planet are you on? Half the time you can’t find an employee in a store and none are getting OT stop.

 

I haven’t had issues with HD online, I have purchased may things when they have to nice sales. I did not buy anything this year on their Black Friday deals though.

I will say, I bought some stuff from some other online deals this year, and had similar issues. I am wondering if the good economy, and the booming sales season this year took some companies by surprise.