Apologies for starting another thread about the strip vouchers, but was quite shocked at the lack of planning and organisation from Hibs on this front.
The Hibernian Clubstore no longer stocks Large or Extra Large away strips and will not be getting these back in stock.
I don't understand how this is possible before the season has even started in circumstances where we are trying to maximise Club income.
With regard to the 2 for 1 strip offer, it seems irresponsible to include this as party of the early bird season ticket deal and be unable to deliber on the promise. I accept that there is mention of the offer being "subject to availability", but no reasonable person could expect there to be no stock of Large or Extra Large away strips at this stage.
It's very disappointing, especially given that one of the early bird promised has already fallen (due to the absence of Rangers from the SPL) although I accept this is not the Club's fault. Seemingly adopting an attitude where promises made on season ticket offers become disposable once the Club has the money leaves a bad taste in the mouth and will no doubt be remembered by some when the Club are asking for our money up front next season.
Does anybody know who the best person to contact at the Club would be in this regard?
I had this issue on Saturday and emailed Russell Smith, Commercial Manager -
[email protected]
Good Evening Russell
It is with some regret that I make my first ever complaint to Hibernian FC, where I have held a season-ticket since 1994, making this coming season my 19th consecutive as a season-ticket holder. I always renew my season ticket as an "Early-Bird" whether we have Scottish Cup Finals to look forward to or otherwise. Although the main attraction in renewing early each year is to guarantee the same seat, I also take satisfaction is paying up-front, contributing to the manager's player budget. However any extra "offers" such as the "Buy an away shirt and get a home shirt free" offer are also appreciated.
On Saturday 14th July I travelled to the Hibernian Clubstore at Easter Road fully intending to redeem my voucher and pick up both the home and away shirts. Trying on the shirts I decided that the XL shirt was just a touch tight but the XXXL shirt was way too wide! Therefore it became clear that I would need to buy both shirts in size XXL. However there were none of these on the racks.
I approached the counter and made my request only to be told there were no XXL short-sleeved shirts in stock. "No problem", I said "I accept you've been busy - I will happily redeem my voucher now to take advantage of the offer, pay the sum outstanding and patiently wait on the more stock arriving, no problem if it's a few weeks" (I did likewise in a previous year - maybe 2006? - when the store ran out of my size early on, so I know this has been possible) - I would have thought this to be a fair & reasonable request in any customer service environment.
Imagine my disappointment when I was curtly advised that no orders could be taken, I would not be able to redeem the vouchers as NO MORE XXL SHORT-SLEEVED SHIRTS WILL BE ORDERED BY HIBERNIAN FC WHATSOEVER - I could understand if this was after Christmas and there was a lack of interest but the facts are as follows:
1) The strips have only been on sale for a matter of weeks (the home kit little over 2 weeks!)
2) The new season does not start for another 3 weeks
3) The "offer" for "Early Bird" season ticket holders was heavily advertised and possibly swayed me into renewing my season ticket quite so early
4) The new home kit in particular is still being heavily marketed on the Club Website
5) Hibernian FC kits are only available from the Hibernian FC Club Store
I find this stock policy decision unsatisfactory, inexplicable and extremely short-sighted. The very fact that the XXL shirts sold out so quickly would indicate that there is a large market for these and that a further run would be just as much in demand. Additionally what would the Club do if they sign a player who requires this size of kit?
For the first time in my life, I have been unable to purchase the latest Hibs kit. For this to be the case in the middle of July is quite simply unheard of. By turning away my custom in refusing to redeem my voucher (which I tried to do well within the advertised period) Hibernian FC have denied me the one of the heavily-advertised "perks" of renewing my season-ticket early & up-front, through no fault of my own.
I look forward to your advices as to how you intend to redress this issue.
Kind Regards
To Hibs' credit I got a quick and politely worded response from Russell:
Thank you for your email. Firstly thank you for renewing your season ticket, your commitment is very much appreciated by everyone at Hibernian Football Club.
The demand for both of this seasons kits has been phenomenal which has resulted in certain sizes of shirts selling out very quickly. I appreciate that this will be frustrating however we base our purchasing decisions on sales of the previous season. Sales forecasts were made on the basis and fact that as recently as March 2012 we were sitting on extremely high levels of XL, XXL and XXXL stock. Clearly this season's kit has proven to be far more popular and has sold out within weeks of it arriving with us. I’m sure you will appreciate that educated decisions had to be made at the time of order and the demand has resulted in your size now not being available.
With regards to your voucher, the terms and conditions clearly state that the offer is subject to availability. Again I appreciate that this will be frustrating however a high percentage of the vouchers were redeemed as soon as the home kit was available three weeks ago hence the reason for sizes now no longer being available.
Please let me know if you have any further questions.
Regards
Russell
However I feel that the response given hides behind "availability" clauses and basically skirts the main issue, ie the total lack of any contingency plan to get the most popular sizes in back in stock AT ALL. The point Russell makes about others redeeming their vouchers straight away (ie before me) is valid but the very fact that the "offer" was extended would suggest that stock was not seen as being a problem. I could have redeemed earlier but decided not to as I knew the offer was extended. As I said I've being getting Hibs shirts since about 1985 (when I wasn't an XXL!) and have never been aware of any issue with certain sizes going out of stock early, other than the instance I quoted a few years back where the staff were only too happy to accept my payment and put me on the priority list for the new batch when they arrived. Certainly not in MID JULY 3 weeks before the start of season. If this years stock order was an educated decision I would hate to see an uneducated one. :confused:
Although I can live without my 2 kits its more indicative of the general malaise and half-hearted approach to serving their customers that seems to be spreading throughout the club. The impression given is that of a sinking ship with no-one willing to take ownership, hold their hands up and GET THINGS SORTED rather than hiding behind voucher T&Cs. Its as though they are doing us the favour rather than the other way around.
New kits being launched once a year are one of the few times that any football club (certainly unfashionable clubs like Hibs) has a captive market, very keen, if not desperate to throw money at it to buy one of its products almost regardless of quality. In mid-July Hibs should be screaming from the rooftops to all & sundry about the new kits, which should be backed up by stocking the clubstore from Floor to ceiling in the shop. Instead of the rather sorry display that greeted me on Saturday.