Hillflint Sweater and Customer Service Review

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DonationTo.com is a fundraising platform. And when we see someone doing something right, we think its appropriate to give credit where credit is due. Below is a story we had with Hillflint and their customer service — Also, they make great sweaters and you should buy one.


Hillflint manufactures sweaters, t-shirts, belts, sunglasses and cuff links for the collegiate crowd. Their products are a delightful throwback to the style of the 50s and 60s, and this has made them popular with current students and alumni. Instead of taking the modern approach of having the name of each applicable university onto all of their items, Hillflint believes in utilizing a more subtle approach. For example, they sell black class year sweaters for Princeton University that simply state the applicable year in orange.

The 2015 Sweater


One of Hillflint’s quality selections is the 2015 Class Year Sweater for Dartmouth. This design is crafted after the sweaters that were originally given to athletes at the beginning of their freshman year. Fortunately, Hillflint has revived the tradition of making these sweaters, but they are now available to anyone. Each sweater is made out of the buyer’s choice of 100 percent wool or 100 percent acrylic, and they are extremely comfortable and durable. The Dartmouth sweaters are an attractive green, and they feature the class year written in white across the chest.

Correcting an Order Issue

Hillflint’s website states that they greatly value any feedback from their customers and they believe in providing outstanding customer service. We are pleased to be able to say that our experience with John L. Shi from Hillflint definitely proves that the company really lives up to these ideals. After a small mistake was made during the ordering process, Mr. Shi stepped up and took care of everything for us quickly and politely. We were very impressed by his level of customer service, and this is something that we want to recognize and emulate here at DonationTo.com Mr. Shi definitely won over DonationTo’s business, and it is our goal to give our customers the same high level of service at all times.

Following the Zappos Customer Service Motto

It is important for any company to treat their customers with respect, but this should become even more of a focal point for small businesses. Online retailer Zappos has a customer service motto that has helped them become successful, and Mr. Shi exemplified each of their five customer service ideas.

1.) Lightening Fast Response –

We were amazed at how quickly we received a response when we contacted Hillflint about the issue with our order. In fact, we heard back from Mr. Shi so quickly that we initially assumed that we had simply received an auto response. Fortunately, however, the message that we received directly responded to our issue.

They also sell these very cool neck ties - they can be found here: http://www.hillflint.com/collections/accessories/products/the-jack-necktie

They also sell these very cool neck ties – they can be found here: http://www.hillflint.com/collections/accessories/products/the-jack-necktie

2.) Never Argue About Returns –

Some big box retailers have decided to turn the process of returning an item into a nightmare, and this discourages customers. Instead of taking the risk of losing future business from us, Mr. Hill graciously accepted our request to make a return without even the slightest hint of an argument.

3.) Treat Good Customers Well –

Although this was our first order, Mr. Shi understood that we could easily become a long-term, loyal customer. Therefore, he treated us with the same level of respect that would be expected for a customer who has been around since the beginning. We were greatly impressed by this method, and it will get us to return in the future.

4.) Expect Problems and Be a Solution -\

It is definitely possible for problems to arise when a customer is buying something off of the Internet. After all, it is impossible to actually see the size or level of quality, and this can cause a long list of issues. To deal with this potential problem, Zappos recommends having a solution in place before the issue even happens. Mr. Shi clearly puts this idea into practice as he was able to immediately take care of our problem in a satisfactory way.

5.) Treat Customers Like Individuals –

Having policies in place that protect the company’s bottom line are important, but it is also necessary to remember that each customer has a different reason for their actions. Therefore, it is important to treat customers as individuals and consider relaxing your rules to fit certain situations. Mr. Shi made sure that we were taken care of quickly, and he made us feel like he understood our individual situation.


Hillflint sells classic collegiate sweaters and other items for Dartmouth, Princeton and Harvard. Their sweaters are extremely comfortable and made from high quality materials that will last for a lifetime with the proper care. DonationTo is pleased to report how happy we are with the exemplary customer service that we received from Hillflint, and we are now using John L. Shi’s response to our issue as a metric for measuring our own performance. Mr. Shi adheres to all five points of the Zappos customer service policy, and we are very happy with the way everything turned out.

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Thanks again! From the DonationTo Team!!

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