HMK disappointment

[customerservice]

Sorry to hear your disappointment prairie dog. I remember the situation.

The boots coming from Saskatchewan to Oregon got held up in customs. Unfortunately we have no control about what customs does with anything crossing the border.

Normally there is not much of an issue but when it does come up we can normally please all parties. Sorry it was not the case with you.

It sucks to hear our accounting department didn't get you the credit right away, that should never be the case. I don't know what was going on there.

So I've been debating whether or not to post this and decided I would.

Just want to share my experience with HMK and the EXTREMELY poor service I got. For years, been wanting HMK Boa boots cause they look like a very good boot and from everything I heard they stood up to the name. So I order a pair, they come but they're one size too small. No big deal, talked to one of the guys on the phone (lucas) and he says send them back and they'll send a new pair one size bigger, GREAT.......I sent a cheque along with them so I could get some extra liners sent out. Months go by and no boots or liners.

I get told "well i have to check the warehouse to see if we received them". A few phone calls and emails later I still don't know if they even got there. Finally I get the response yes they got there along with the cheque. This is 3months after I originally ordered them and 2-1/2 months after I sent them back. By that time I was so pizzed off I didn't even want the boots anymore and will never ever buy anything HMK again. By this time I contacted a Klim dealer and had their boots within two days.

I tell Lucas to put keep the boots and rip up the cheque cause I don't want their product anymore, also to put the $$$ back on the credit card for the original payment (card # given). 2ish more months go by and still no money has been returned.

So finally my wife (who originally paid for the boots as a b'day gift) calls a few times and the money is eventually put back on the card, but not after a few phone calls from her.

So all in all, I'm very happy with my Klim boots and would recommend them to anyone. As for HMK, I will never buy any of their products again and not suggest them to anyone else.

This of course is just my experience, I know most have had good experiences with HMK but like its been said on here recently, the consumers need to let other consumers know about bad business practises.......and I for one was very disappointed in HMK.

Cheers

 

[x-guy]

the boots got held up at customs for months?

 

[customerservice]

Steve isn't it?

It has been a while.

I am nearly positive we spoke on the phone. I am pretty sure I informed you on the phone that you could send it back to HMK for me to review for you. I think it was on the phone that we spoke about the care label. I believe I said it was because of the dryer because it was left in for a full cycle.

According to the care label, "tumble dry on permanent press for 10-15 minutes". This note on the care label is specifically in place for the taping. Even if that were the case we can work it out with you. It may not be found in the end to be a full fledged warranty but we at HMK are always willing to help out with discounts on replacement goods to make sure every customer is riding comfortably every season.

I can never guarantee something is a warranty without first seeing it. The option is still there for you to return the goods for review. All you need from me is an RA#.

I feel your pain bro, I too have had disappointing service with HMK...

I bought one of their Stealth Jackets thinking I would get out of the humm drumm of all the Klim stuff. Sweet jacket but after the first washing, along with the rest of the sled gear, I tried to put the jacket on and found a small section of seam tape down by the cuff on the inside of the jacket had came undone, no big deal I thought at the moment.....

I sent a few emails to HMK and asked them what they thought I should do..

Apparantly Lucas thinks the old lady can't read the tags, or wash, and dry high dollar clothes properly,, to say the least, she was a bit insulted by his insinuation. Both her and I wear Klim stuff from head to toe, and she was wondering why I even bought it to begin with. Well after some discussion on what I should do, or more importantly, what they were going to do to right the situation,,,, HMK has great customer service,,,, right?????

WRONG!!!!!!!!!

I don't like to bash brands, but this Lucas guy was starting to rub me the wrong way. Telling me she dryed it wrong, and that my dryer may be to blame, what happened to that great customer service I have been hearing about??? Finally Lucas wanted my personal phone number, so we could chat more about it, so I gave him my number, and never heard from him again.

They didn't even want to look at what was wrong? why not?


Well, I left it alone from there, figuring he may nut up and give me a call, nope!

HMK Stealth Jacket still not fixed, and they don't care. Klim would just send me a new one, thanks

Sorry HMK, you failed miserably, not even wanting to check it out, what kind of customer service is that?????

That's my experience, and Lucas, if you see this, that number is still the same, and I'm still waiting!!!!

 

[customerservice]

customs can do whatever they want. that is why tracking numbers are so helpful when dealing over the boarder. regular mail is normally the fastest but not always the most reliable when it comes to tracking shipments.

 

[raysxc700]

i have the hmk 2's love em had them for 2 years
and thay still look new i might up grade next year

my buddy have the first pair of hmk's 5 years old
but iam sure he said something about getting a new pair
this year and said some thing about getting klim because they are a smaller boot

i haven't looked at hmk boot as of late do you guys make a skinner boot that
will fit in the tunnel on a Polaris genll??

 

[tbeaton]

customs can do whatever they want. that is why tracking numbers are so helpful when dealing over the boarder. regular mail is normally the fastest but not always the most reliable when it comes to tracking shipments.

i deal with customs a fair amount (not directly but with shipping), and i will confirm that they suck. we have had orders sit in thier facilities for weeks on end. calls asking what the materials are, needing proof that it is what we say it is and not something else.

 

[ExtremeTeam]

We have had a lot of dealings with HMK - they have ALWAYS been awesome and very easy to deal with. We have had nothing but great experiences with them and their products.

 

[Prairie Dog]

"Sorry to hear your disappointment prairie dog. I remember the situation.

The boots coming from Saskatchewan to Oregon got held up in customs. Unfortunately we have no control about what customs does with anything crossing the border.

Normally there is not much of an issue but when it does come up we can normally please all parties. Sorry it was not the case with you.

It sucks to hear our accounting department didn't get you the credit right away, that should never be the case. I don't know what was going on there."

Lucas??????

I don't know if they were held up in customs......I guess I have to take your word on that cause I don't remember getting a tracking number (I guess that's my fault). Whether they were held up in customs or not, when they did get there the problem was not rectified in a very timely fashion. Your boots are not cheap and for the price that was paid I expected a little better service than what I got. I was REALLY excited to get them and disappointed when I sent them back. Even more disappointed when it took months to get it straightened out and still I didn't have any boots.

So I ended up going with Klim and couldn't be happier with those boots or the dealer I bought them from.

I didn't start this thread to bash your product (cause I didn't get to use your product and never will).......I started it to let everyone know my experience and to see if anyone had a similar experience. The responses posted were what I expected, most of the people were happy with your product and your service but I was glad to hear I wasn't the only one to have a bad experience.

Like I said I'm disappointed in the service and because of that I'll never buy another HMK product. If I had bought the boots from a dealer and got chitty service it would have been easier to take but seeing as I got them right from HMK and dealt solely with their "Customer Service Department" I expected WAY better service and didn't get it.

We all put up our hard earned cash for a sport we love and when we get treated like this I don't think anyone would support a business who doesn't give the service back when needed.

I am not a business man but if I had a business I would be sure to do everything I could to not have a customer walk away unsatisfied with my company or product.

I don't want to start a big pizzing match on here. This should be an informational website where we can all help each other in our great sport and I just wanted to share my experience with my fellow sledders.

Thank you for posting on here HMK, maybe I should have started this thread when the issue was happening so the problem could have been fixed then and I would be the proud owner of HMK boots. Instead it took months to get figured out and I'm the proud owner and promoter of Klim now.

And thanks to everybody for posting your experience, whether good or bad.

Hope it snows soon!!!!!!

Cheers

 

[Dartos]

I bought a pair of the HMK boots with BOA lacing. The knob to tighten them brok and I contacted them and had not 1 but 2 knobs for replacement 2 days later. So my experence was positive.
My problem with them has nothing to do with customer service. My feet are always wet when I take them off. I have tried different socks, different bibs and way to close off the bibs on the boots. Still wet feet. I went back to old school LaCrosse Iceman’s for part of the year - Wala!!! Dry feet? Yes Ankle support? NO!!!!!

Maybe I should try the Iceman inserts in the HMK boot???????

 

[customerservice]

Prairie -

Stoked you are happy with your Klim boots. They make great boots for many riders. Sorry you had a bad experience.

We live the sport while we run the business. Not too many other comapnies in the industry can say that! It helps us understand customers issues much better though.

Miscommunications happen everywhere, sorry it happened to you!

 

[customerservice]

Dartos -

That might make the difference you are looking to make. Good luck! Let me know if you've got questions on those.

 

[Rixster]

I can also tell you that customs sucks!!! I sold a xlt motor to a guy in canada. Long of the short it took 9 weeks to clear customs. All ups could tell me is "they can kinda do what ever they want" !!! NICE!!
As for my experence with hmk It is a VERY positive one !!! I sent in a pair of pro boa boots that I felt were less then great qualty and much to my surprise 10 days later there is a brand new pair of boots on my door step! Thanks hmk !!

 

[bluebear]

I've only had two issues with HMK, neither of which I've taken up with anyone at the company.

1. My feet are also always soaked, especially my left (clutch side) foot. I have assumed this is sweat because even when they're wet they're never cold! Sure makes socks (and hotel rooms) stink though.

2. I keep losing shovel handles off my backpack. Don't know what I'm doing wrong...

 

[BigRed118]

Bluebear, stay out of the trees..lol. I was lucky enough to have a buddy grab mine. I hope they turn the shovel handles the other way.