Used to love HSW but more recently there have been a couple of events that have so disappointed I am compelled to review them.
Over the last year bought a couple of sets of their cedar trouser hangers. The clip is now being made in plastic (previous versions of this I had were all metal). They break! It is the first part to give on these, not cheap, hangers. Went back to the store, to be told they had NEVER had this happen before - don't believe it, maybe the customer just couldn't be bothered going back. To their credit, they replaced it - only for another 3 to break over the coming months. We too gave up and just wrote using their online form - never heard a thing back.
Then in the last month, Received a voucher, then another for my birthday. Timing was great as you were running your EOFY sale. Went to Artarmon and bought a number of levels of the jewellery box stacker in navy croc and used one of my vouchers, but they didn't have the top piece with the lid. They saw there was one in Leichhardt and called to asked them to put one to the side for me to collect on Saturday. I thought this was a nice gesture, however, it turns out to have been a huge mistake. I made the special trip to Leichhardt (I live basically next to the Artarmon store!) only to be told they have CHOSEN not to participate in the sale and that it was full price. What a waste of a trip, my time, my petrol, bridge toll.... The following day I went back to HSW in Artarmon to take back all the other levels (not helpful to me without the top one with the lid). Only to be told by the person processing the refund that they could have easily ordered the missing piece in for me - at the sale price, and without having to drive across town. By this time I was done with it all and just finished with the return - of course that then totally wastes the vouchers as they don't get recredited!
Finally, I wrote to them, using their online form over 3 weeks ago now and not heard a thing. This included the cancellation of my inspirations account and to be removed from their mailing lists - as I have unfortunately come to expect in regards to service from HSW - heard nothing...crickets. I will not be back - ever. Was disappointed as they had some kitchen drawer inserts from Made Smart I really liked - so delighted to have found them at Victoria's Basement….and for a fraction of the price!