H.I.S.

First, I want to say I work in a retail environment, and I have to deal with a range of customers every day, every shift--regardless if they are rude, ignorant, or have no manners--the last thing I expect when I go into a business as a customer is to have service be rude, condescending, belittling, while treating you like you're stupid, and not even listening to anything you have to say. Again, I want to emphasize, I know service both as a customer and in the sales position. I go into the HIS Kaheka branch to inquire about my Wifi Rental, because the Waikiki location is closed today, so I visit the Kaheka location open 7-days a week. 1 They lecture me because I am at the wrong location. I tell them Waikiki is closed today--as I said, they don't even bother to listen to what I am saying. Am I am there to inquire how to proceed with my wifi rental. 2 The woman there, after giving me a rude side-eye and not making eye contact while speaking with me, tells me in their fine print 'Tour Date' is not when I am on my trip, it is when I pick up the wifi. [I have included the snippet from their website at the bottom of the page where you rent.] I will admit it is the last line of their fine print on the website. To be honest, that is my mistake, I read 'Tour Date' as the actual date of my tour as the literal translation would be, and ironically, the way any travel website either airline or hotel rental will ask. You want to be literal, write 'PICK UP DATE'. Even my internet and travel savvy friends question, "Why can't they activate your wifi router when you're on your trip? Why do you need to pay for a wifi rounter when you aren't even on vacation yet?" 3 The man pulls out an actual calendar--a CALENDAR--laughs at me while he says my trip is longer than 7 days. My tour date? My tour/vacation is exactly 7 days. HIS tour date is 9 days, since I have to rent the wifi router an additional 2 days 9 days for a 7 day trip, and pay for 9 days. This is what in business we could call 'working so long from one perspective, you forget not everyone sees or reads the same thing you see or read.' You are not in a position to tell your customer condescendingly how long their vacation will be, or have the audacity to count the days on a calendar. 4 I ask for a refund 3 times. Each time they tell me 'wait, wait', 'no, no' we will fix it. Done! They tell me my rental has been extended 2 days, I owe them an additional $8, and I have to pick it up at the other location not the location I am physically standing at. Not only as a 'Japanese' company, are they rude and condescending, not helpful, and do not listen to their customer, but I did my best to just listen to what they had to say, to take their insulting wording and rude body language, and be dictated by them what is and isn't going to happen. HIS is offering the absolute worst of customer service. And to put a cherry on top? 10% SERVICE CHARGE FOR CANCELLATION! Obviously, I went home to get my refund, and take their 10% cancellation fee. They do not deserve my money, they do not deserve your money. I would rather pay twice as much somewhere else where I can get no service at all--because that's better than HIS service. I will not recommend this to my friends or my family--as a note, my friend who recommended this place to me, told me they laughed at her when she looked for wifi and said no where will have a wifi for her during her trip because it's all sold out. She also felt the need to run back to deliver the wifi the day it was due, because they will try to charge you at every opportunity they can. Very helpful, professional staff--this is called sarcasm. They do 'not deserve' your money, nor your time. They 'do' deserve training in respect, courtesy, customer service, and a bit more Japanese service ethic. Also, I am skeptical of their 2 Good Reviews with absolutely no written details.

I usually rent a Wifi router here when I go to Japan, which saves my life. The fee is very reasonable, people at the counter are always kind & helpful, and parking is free!