Update to : A HUE and Cry over Tights: Macys, Kayser Roth and Hue Are Missing the Point of the Internet

Here’s a really interesting –even dicey at times– update to the “Hue and Cry” post over tights from HUE.com

After I spoke to Mr. Toomey and I thought I was getting the striped tights in the Praline (but not the Bordeaux) and the sweater tights in Expresso– to be sent out on Thursday, I got an email from Hue.com that showed just one pair of tights going out– the Expresso sweater tights. I got a separate email from someone in customer service stating that the Praline striped tights were out of stock (just what I had said to the supervisor that I had spoken to– that they would be gone by the time we finished the conversation).
As I was composing an email to customer service at Hue, the customer service person who wrote the email called me on the phone. (things get curiouser and curiouser)
She then told me that they were changing that shipping email and cancelling that email/shipment and would be issuing me another email that included the Praline striped tights.
I paused and called for “time out” while I wrapped my brain around what she said and pulled up the other emails. We started discussing the emails and the CS representative (last name Wilson — can this get any stranger????) . Ms. Wilson indicated that they found stock on the Praline tights and that I would be getting them.
I asked her if she had spoken to Mr. Toomey, Kayser-Roth CEO and yes she had and knew that I had. (ok. I am now really confused) She indicated that since they found the tights, they were shipping them with the expresso tights plus another pair of tights as a thank you and apology for the hassle. Surprised and a bit struck by the change of inventory so rapidly, I thanked her and chose not to probe any further. it’s called don’t look a gift horse in the mouth.
I did ask about the other tights order I placed. She had no knowledge of that. I went back and saw that no confirmation had come through though I had a receipt that I ordered it.
So instead of arguing, I asked her if I could just place the order with her for striped sweater tights (yes, there are more striped tights — only in sweater knit) in Black and Tornado. I have a thing for these tights– go figure the obsession. When you figure it out, let me know. In my own fashion mind, it just speaks to me.
So bottom line:
We have winners and very little lost (except Macys lost a lot of credibility, respect and my $$$) . Hue, Kayser-Roth’s Kevin Toomey has done a commendable job here in changing things very quickly. I can’t wait to talk to him next week when I hopefully get the order.
The win for them is that they have another post about their efforts to correct this situation– still further. This is the sign of a company that cares about their customers and realize the power of the web— and also of a blogger who doesn’t just throw a hissy fit but one that get companies to listen when it comes to problems (remember ATT rebate cards? How about the issue with the iPhone, ATT and MAC? I don’t know if you heard about Microsoft.. but there were issues there too.) Do I get irritated? Yes, Do I get angry– yes.. I admit I do. But I do try to work with the companies to see that the blogosphere has its’ reach and can affect their bottom line and that there are some chinks in their armor they need to fix.
ATT did change– albeit grudgingly and without any compensation to me when it came to those rebate cards. Kayser-Roth steps up to the plate and actually examines the situation, checks it, sees I am right and says they are going to correct things.
Now that’s what I call good business sense and a smart use of social media- because here I am again talking about Hue.com and Kayser-Roth and a smart CEO who recognizes someone from the internet who makes sense and has a valid point.
Thank you Kevin Toomey. Let’s hope I don’t have to post one more update on this other than photos of tights!
Stevie Wilson