House of Harley-Davidson, Inc.

I made an online order August 1, 2013. I was informed it would be delayed 7-10 days. The Charge went on my credit card August 1, 2013. Beginning August 19, 2013 I tried to contact the department, and was told that day it was in and sent to shipping. August 28, and every day until September 4 I left a message that I needed to speak to them regarding the status of my order, no return call. I sent an email to the address on my order on 9.3.13 with no repsonse.

Review: I ordered a 2xlt jacket on 12-10-13. I received it on 12-23-13 and it was the wrong size.I called customer service and they said it went back ordered on 12-11-13 so they sent what ever size they had.this was supposed to be a Christmas gift. I asked why they wouldn't call to let someone know instead of just sending the wrong item. She said that wasn't her job.Desired Settlement: I want the item I ordered in the correct size sent a.s.a.p

Business

Response:

This note is to update you that the House of Harley-Davidson has been in contact with the consumer, [redacted]. The jacket he received was a mis-pick in our warehouse and the size he ordered is on backorder. We asked Mr. [redacted] if he’s prefer to simply wait for the backordered jacket, or choose a different style. He said he will check our available inventory tonight and get back to us tomorrow. We will move forward in the manner he desires.

If you have further questions please let me know. Thank you.

Sincerely

_________________________

Marketing Manager

House of Harley-Davidson

www.HouseOfHarley.com

Review: I ordered $497 worth of merchandise (leather jacket and gloves) on/about 31 July 2013 through the House of Harley website. My credit card was debited immediately, but as of 09 September the merchandise has still not arrived. I emailed the company several times to find a shipping date or tracking number, but the only response I recieved from "House of Harley Customer Service" was that they no longer "did" customer service. I have called multiple times to costomer service reps, but always get a voicemail and no call or email back. When I call the store itself, I am immediately switched to a voicemail once they realize my issue is regarding online sales. I just saw several similar complaints of this kind on the review website 'Yelp' so this is obviously a trend. All I want at this point is delivery of my order, or my credit card credited the $497.Desired Settlement: Ship the merchandise (and provide proof of tracking number through USPS) or refund my credit card.

Business

Response:

The full order was refunded

Consumer

Response:

Review: i'm checking on the status of an order made 3 weeks ago and can not get a customer support person to answer their phone or return my call.Desired Settlement: I want to receive the merchandise that I have paid for.

Business

Response:

Part was shipped Sept 20 via USPS priority. Tracking number [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Management needs to examine the online business ethics that are being used. I have never had an online company that charged my account without first shipping the product. Not only that, I was not notified until I called that my order would not be shipped because they did not have this product on-hand. This was disclosed when I called the company to determine when I would receive my order, another bad ethical practice on their part because they should be contacting their customers when this occurs. They also tried to put blame on having two web pages which is impractical in my opinion because this day and age url addresses can be redirected to connect to one web page that is updated. I am a IT Analyst for a global corporation so I know that this can be done.

I found my experience with this company very discouraging and will not be placing an order with them again. Waiting patiently for a response to my emails about cancelling the order since I cannot get the product I wanted.

Review: I ordered motorcycle boots and a leather jacket on Aug. 4, 2013. I have seen nothing of the order and have repeatedly tried to contact them, to no avail. (They don't answer the customer service line, they just tell you to leave your phone # and they will get back to you within 24 hrs. I have called four times, and have yet to get a return call. My order # is [redacted].Desired Settlement: I just want my order delivered. I spent $266.94 and it is on my bank statement, so I know it went through.

Business

Response:

House issued a full refund of $266.94 on Sept 17

Review: Ordered product order #[redacted] on 8/12/13 rec'd confirmation

Email on 8/12/13 on 8/13/13 rec'd another email stating product would be shipped in 3-5 days. On 8/14/13 house of Harley debited card for $209.70. And product has never been rec'd. Called house of Harley on 9/6/13 spoke with CSR who stated would investigate and return call. Never rec'd call back. On 9/12/13 called again spoke with supervisor and requested a refund As of today still NO refund or product.Desired Settlement: Want my money back. Do not want to deal with this any longer. Only get excuses when we call no resolution.

Business

Response:

House issued a full refund for $209.70 on September 17, 2013

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I purchased two items (invoice#118856) from them on December 25th and to this day have not received a tracking number...ive made several calls to them with no response. One time someone answered and they forwarded me to another department which never picked up the phone. I left a message with that department and never got a call back...I called several more times and wrote them emails many times and finally got an email that said they did not have my parts in stock and they made a "special order" for me and would be sending them out in 3-5 business days....I still have not received them! when I go to their web site and try to contact them by email THEIR website throws up an error telling me that my mail was not sent. That error has been going on for a week. I have never had such horrible customer service from a authorized Harley dealer. I will make contact with the Harley corp. next. they seem to not care about their customers.Desired Settlement: I would like my parts sent to me now or I would like a refund.

Business

Response:

We have resolved Mr. [redacted]’s complaint in the following manner. On or about Monday, January 19th, I received a call from Mr. [redacted] stating that he hadn’t yet received his parts. Previous information from our suppliers indicated that Mr. [redacted]’s parts should have arrived and shipped to him the week of January 12th. Since we can only communicate information we receive from our suppliers, this is what we relayed to Mr. [redacted]. On Wednesday, January 21st, the parts Mr. [redacted] ordered were received at our location and were immediately shipped to Mr. [redacted]’s residence. I am happy to report that at10:25 AM local time, Mr. [redacted]’s parts were delivered to his residence via USPS on Friday, January 23, 2015. I placed a follow-up call approximately 10 minutes after the delivery took place to insure Mr. [redacted] had the delivery knowledge. [redacted]Manager E-CommerceHouse of Harley-Davison6221 W Layton Ave.Milwaukee, WI 53220###-###-#### – Direct###-###-#### – Cell

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The parts finally came and they were in perfect condition. I've installed them and they work great. I hope in the future they email me and let me know that my parts are put on back order and not leave me hanging. I will order from them again in the future.

Regards,

Review: I have reached out to House of Harley via their customer service email address ([email protected]) on three occasions, my first message being sent on December 13, but I have yet to receive a response. I have included my email communication below, removing any personally identifiable information.

FIRST MESSAGE (sent December 13):

Hello,

I placed the order below (order #XXXXXX), and since it hasn't yet shipped I wonder if you would be willing to apply the current free shipping promotion to that order. I appreciate your consideration, and I look forward to hearing from you.

Sincerely,

XXX XXXXX

SECOND MESSAGE (sent December 17):

Hello,

I sent an email to this address on December 13, but I have not yet received a response so I want to follow-up to ensure my message was received.

I placed order #XXXXXX on December 10, and it hadn't yet shipped until December 16. In the meantime, House of Harley had sent a message on December 12 indicating that you were offering free shipping on all orders. Since my order shipped after December 12, and after I sent my initial email on December 13, I was wondering if you would be willing to apply the current free shipping promotion to that order.

I appreciate your consideration, and I look forward to hearing from you.

Sincerely,

XXX XXXXX

THIRD MESSAGE (sent December 23):

Hello,

I would like to follow up for the third time on the inquiry below. I have been more than disappointed with the lack of response, and I would like not to have to escalate this customer service issue. I would appreciate hearing back from you as soon as possible, as I see that you have another 'free standard shipping' promotion until December 31.

Thank you,

XXX XXXXXDesired Settlement: I would appreciate hearing from House of Harley about my inquiry, and at this time a refund on the original shipping charge would be appreciated. Thank you.

Business

Response:

Dear Mr. [redacted], I apologize for the extreme delay in responding to your request. While every promotion and offer must have a start and end date to be effective, I would like to extend the free shipping promotion to your order. We will credit the form of payment used on order #114725 in the amount of $15.15. You can expect to see that credit on your statement in approximately 3-5 business days. We want you to have an awesome buying experience at the House of Harley-Davidson. Please enjoy your Genuine Harley-Davidson gloves and please ride safe. Customer Service TeamThe House of Harley-DavidsonMilwaukee, WI 53220855-203-4166 -----Original Message-----From: [redacted]Sent: Tuesday, December 23, 2014 8:00pmTo: "[redacted]Subject: Re: Shipping Charge on Order #114725Hello,I would like to follow up for the third time on the inquiry below. I have been more than disappointed with the lack of response, and I would like not to have to escalate this customer service issue. I would appreciate hearing back from you as soon as possible, as I see that you have another 'free standard shipping' promotion until December 31.Thank you,[redacted]

Review: I placed an order online with the House of Harley on November 2, 2013. Order #[redacted]. It was a paypal paid order. They did not fill the order. I called in December and they assurred me they would fill the order. It is now mid January 2014 and I have called the store repeatedly. They do not return my calls.Desired Settlement: Return my money

Business

Response:

I just wanted to update you on this case with us. [redacted] filed the claim the same day he was refunded. I have emailed him with all of the transaction numbers so that he can reference them. I have also offered to place a new order since his very unique size is now available from HD.

Please feel free to contact me with any questions.

Customer Service Manager

House of Harley-Davidson, Inc

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.