Internet Fraud affecting Customer not Present Sales

March 11th, 2010 Posted by Nigel Havens

Unfortunately we have been hit twice by a new, to us , credit card and  internet fraud. It occurs when someone rings up and orders by telephone and  pays for the goods by credit card on the phone. They then concoct a story, usually fairly elaborate, about why they have to collect the goods. Clearly they are quite plausible as we have suffered at their hands twice!

Systems have been put in place and our shop floors terminals will not now accept a customer not present transaction for collection. If someone wishes to collect goods from us then they need to come into the store with the credit card and process the order using Chip and Pin just like any other instore transaction.

This salutary lesson hopefully will act as a caveat to other unsuspecting retailers to be aware of such activity. As they will find out the card issuer takes no responsibility, the card holder quite rightly gets reimbursed and it is the retailer that receives the charge back without any recourse. On one of the occasions we rang and received authorization from the Credit card company.

This in no way affects normal telephone or internet orders that are being sent.

We use Protex Sage Pay a secure payment gateway which also offers us a number of security and checking features that flags up data which does not match and other irregularities.

We are constantly upgrading our systems security to ensure that both our customers and ourselves are protected from rogue activity. As well as our secure Protex Sage payment gateway we will be Global Safe certificated very shortly which will give you even greater piece of mind.

Waterford Crystal Announce New Manufacturing Facility and Visitor Centre

March 10th, 2010 Posted by Nigel Havens

Waterford Crystal glass group (WWRD) have agreed a strategic partnership with Waterford City Council to build a new manufacturing facility, with retail outlet and visitor centre in the heart of Waterford City.

The council will retain full ownership of the site with Waterford Crystal looking after all aspects of the operational side.

It is anticipated that the facility will be open to the public in June 2010 and Waterford Crystal will employ 80 to 90 full time employees many of whom will be very skilled local craftsman.

The new Waterford Crystal Factory will hand produce approximately 40,000 pieces using traditional Crystal making techniques. The visitor centre will once again show the public the exquisite skills used in producing a piece of fine quality Hand Cut Lead Crystal glass - pieces of art that should be treasured for a lifetime.

Nigel Havens Comments:

At last some more positive news from Waterford Crystal. The old Waterford factory was one of the most visited and important tourist attractions in Southern Ireland. It was where the visitors from home and abroad were dazzled, quite literally, by the brilliance of the craftsmen who showed off their skills in producing high quality hand made crystal. It was here that they became converts and devotees to the brand and recognised the skills involved and therefore the value the glass represented.

The New Waterford Factory will reestablish those skills in the City, whose name is synonymous with the fine art of Crystal making. It will certainly ensure it’s position as a tourist destination and it is good that the City council have recognised this.

What we are most interested in are the products that they will be producing. We would like to think that they will hand make the iconic patterns of Waterford Colleen Wine Glasses and Lismore Wine Glasses along with a capsule range of Irish made giftware, along with their more prestigious works of art.

The rest of the ranges, as they are already doing, can be outsourced in quality crystal factories around the world. We once again await eagerly further information on the impact this large new investment will have on us their customers and you the consumer. Watch this space.

Dartington Glass Wine Essentials 40% Off

March 5th, 2010 Posted by Nigel Havens

We have just had our 3rd and final delivery of the Dartington Crystal Wine Essential Wine Glasses, Flute Champagne Glasses and Bar Essentials Tumblers all at the masssive savings of 40% Off the RRP

The first 2 batches sold in days so make the most of this promotion, NOW

Edinburgh Crystal Glass Further Update

February 25th, 2010 Posted by Nigel Havens

As readers of my blogs and our valued customers will know, I have been trying to get solid information from Waterford Crystal who own the Edinburgh Crystal Glass brand on what their continuity plans for Edinburgh are.

Since the Group went into administration in January 2009 and subsequent purchase by KPS an American private equity company in March 2009, getting positive accurate information has been challenging to say the least.

The latest news is a good news, bad news scenario!

Bad News - They are to abandon the Edinburgh Crystal brand along with key patterns, Skye, Star of Edinburgh, Skibo, Thistle and Torrent.

Good News: They are going to continue to outsource the patterns, Tay, Eclipse, Orrin along with a pattern called Isla which is not so established. These patterns they plan to market under the Stuart Crystal brand.

So at least we have some news even if we do not understand or agree with it. The directors of the Crystal division of WWRD ( the new company formed to take on the Waterford Wedgwood Group) in their wisdom believe that Stuart Crystal is more marketable world wide than Edinburgh Crystal. A quick reference to Google analytics would clearly show them actually what people worldwide are looking for: 50% more searches for Edinburgh Crystal in the UK and 20% more Worldwide.

Stuart Crystal has been neglected for too long now to effectively reestablish itself as a leading crystal brand without huge expense, something the company currently does not have. Shaftesbury Wine Glasses, Cascade Wine Glasses and possibly Madison are worth continuing with but I see no real growth from them.

The Edinburgh patterns they are retaining are their best sellers so they have something right there! I would also add Skye and the iconic Star of Edinburgh patterns. I would also keep the Edinburgh brand over the Stuart brand too.

At the end of the day they do have too many crystal brands: Waterford Crystal, Doulton Crystal, Edinburgh Crystal, Stuart Crystal and the designer add ons of John Rocha Crystal, Jasper Conran Crystal and Vera Wang amongst others.

I guess with limited resources it will be hard to fuel all the brands with new product and a marketing budget. Inevitably Waterford will receive the lion’s share of any investment. The simple course of action is to get the basics right with the other brands: correctly identify the best patterns within each brand and the best items within those patterns, outsource the production and then effectively communicate to the Retailer and the Consumer when the product is available again.

What we really need is effective, reliable  communication which to date, a year on has been sadly lacking.

KPS are only in it to buff up the WWRD group to sell at a profit as soon as they can, that is what they do and do it well. This may be a challenge too far unless they can get a real grip on the basics, let’s hope for our industry they can and do not leave it too late.

Last Chance to Buy Villeroy and Boch Maxima Glasses at £39.00 for 6

February 23rd, 2010 Posted by Nigel Havens
Villeroy & Boch Maxima Bordeaux Glasses

Villeroy & Boch Maxima Bordeaux Glasses

The price of the Villeroy and Boch Maxima Wine Glasses is due to go up to £41.70 for a box of 6 from 1st March 2010. It will still be on promotion from the factory during March and represents one of our best value for quality glasses.

The Maxima range also has the Maxima Flute Champagne Glasses and Maxima Martini Cocktail Glasses

Great Glasses, Great Prices

Swarovski Crystal Jewellery New 2010 Product

February 17th, 2010 Posted by Nigel Havens
Swarovski Gillian Y Necklace

Swarovski Gillian Y Necklace

Our best selling range of Swarovski Crystal Jewellery has now been updated with the 2010 New Products. The ranges include Jewellery Pendants, Jewellery Necklaces and Earrings and they are sure to be popular this year.

The designer appeal of  Swarovski Jewellery has made it one of the leading brands in the Fashion Costume Jewellery business and can be seen worn by many famous names.

Buying Trip to the Spring Fair at the NEC Birmingham

February 15th, 2010 Posted by Nigel Havens

The 1st Sunday in February heralds the start of the Spring Fair at the National Exhibition Centre (NEC) on the outskirts of Birmingham.

It is the main opportunity in the year for Manufacturers and Suppliers in the China Tableware, Crystal Glass, Kitchenware,Housewares, Gifts and Jewellery industries to show case their new Products and to build new customers.

From the Buyers perspective it is an opportunity to take stock of the ranges and assortments that you currently carry and reevaluate where you are going and what you need to refresh your store. After a couple of days you soon begin to see emerging trends, colours and products that may well sit with your overall vision.

The feeling this year was far more positive than this time last year when we were not only in the depths of a worldwide economic recession but the flagships of the China and Glass industry, Wedgwood, Royal Doulton, Royal Worcester, Spode, Waterford Crystal, Edinburgh Crystal and Stuart Crystal all went into administration.

New companies emerged for us, with Maxwell and Williams now our leading Tableware supplier, whilst Royal Scot Crystal has benefited from the parlous state of the Waterford Group and there are new owners for the established brands, Portmeirion taking on Royal Worcester and Spode, Chuchill China the Jamie Oliver Tableware ranges.

Wedgwood, Royal Doulton and the Waterford Crystal Group are still in intensive care inspite of being bought out by KPS an American private equity company in March 2009. There is still alarming evidence that the management team do not know what they are doing, if they do then they are not effectively communicating this to the trade or to the consumer.

Jewellery is still dominated by  Charm Beads and Charm Bracelets. We are happy with our assortment of Truth Charm Beads, Charlottle Borgen Glass Beads and Hot Diamonds Beads. We are in discussion with Trollbeads as we feel that they would sit well with our current assortment.

In Collectables, the Enesco Group which owns the brands Willow Tree Figures, Lilliput Lane Cottages, Circles of Love Figurines and Franz China amongst others did not have any new product that is going to develop our business with them and from a new product development perspective they have lost their way, which is a shame as they are a great company to deal with.

Our new Contemporary Home and Gifts department worked really well for us when we opened it in November and we were busy sourcing new product at the show, with some good finds.

All in all we are cautiously optimistic for 2010 as we feel that the green shoots of recovery are apparent in the South East. The growth of our Havens website even during the tough times has been something of which we are all very proud and judging by the feed back from our customers and repeat business, we seem to be getting it more right than wrong.

We are always interested in product ideas and customer feed back, good and bad, as we continue to strive to improve our service and assortment.

Cheap Dartington Wine Glasses!

February 5th, 2010 Posted by Nigel Havens

Well I do not mean cheap in quality but cheap in Price! We now have a very special promotion on Dartington Glass Wine Essentials Wine Glasses, Flute Champagne Glasses and Barware Tumblers and Martini Cocktail Glasses

40% off all Glasses while stocks last

Buy now as already we have sold half our order allocation and the Glasses will revert back to the normal RRP once the stock has gone

Waterford Crystal John Rocha Signature Glasses

February 4th, 2010 Posted by Nigel Havens
Waterford John Rocha Signature Flute Champagne Glasses

Waterford John Rocha Signature Flute Champagne Glasses

At long last we are beginning to receive the Waterford John Rocha Signature  Crystal Wine Glasses, Flute Champagne Glasses, Brandy Glasses and Tumblers.

Since Waterford Crystal went into administration in January 2009  getting stock has been challenging. The glass is all outsourced from high quality European factories as the new owners closed the factories in Ireland. From what we have seen to date the difference in cut and sizing proportions is minimal if any.

Southend Standard Article December 2009

January 27th, 2010 Posted by Nigel Havens

Shoppers keep tills jingling all the way

RETAILERS are anticipating a bumper Christmas shopping period.

With just 11 days remaining until the big day, even those less organised will be thinking of what to buy family and friends.

So, as the most important month for retailers whizzes by, how are shops across south Essex faring?

Most reported sales picked up as December 1 passed, while some shopping centres have seen a whopping increase in visitors since the start of November.

The Victoria shopping centre, in Southend High Street, is reaping the benefits of its multi-million pound makeover and new stores, with 53,000 more people visiting last month, compared to the previous year.

Jonathan Poole, manager of the centre, said: “So far it’s been superb.

“The number of shoppers for November was 10 per cent up on last year. December has started even stronger and is 12 to 14 per cent up on last year, so far.

“This is backed up by very positive feedback from our stores like Next, Peacocks, Wilkinson and Argos.

“They’re all trading exceptionally well and we seem to be bucking the trend. Our smaller traders are also telling us this. We’re expecting it to continue in the next couple of weeks.”

Basildon’s Eastgate Shopping Centre has also been performing well, according to spokesman Mike Horton. He said: “The Christmas shopping season has been going well so far, despite all the economic doom and gloom you read about.

“Most of the reports we have had from our shopkeepers so far, have been really positive.

“People also know they will get a bargain when they go shopping this year. The sales normally don’t start until after Christmas, but most of the shops already have all sorts of special offers available.”

Individual traditional retailers, like Havens department store, in Hamlet Court Road, Westcliff, are also prospering after a difficult year.

Owner Nigel Havens said: “We have doubled our turnover on online sales in November compared to last year, and are doing the same for December.

“Retail has been challenging for the past year, but it has picked up. We are 16.4 per cent up on this time last year, which is very promising.”

Another family department store, Ravens, in Clifftown Road, Southend, is also busier, but has still experienced a difficult year.

Owner Neil Raven said: “We’ve seen an uplift in the past week or two. We almost had to get to December to start seeing people Christmas shopping.

“It’s a big month for us, but we’re not sure if it will be enough.

“It’s not easy at the moment and I think we will be happy to match what we did last Christmas.”

Shoppers, it seems, are thinking carefully about what they buy, but are not as worried as last Christmas.

Mr Poole, from the Victoria shopping centre, added “People are not as cautious as last year.

“The downturn last year was really hitting home. Now they’re still being careful, but picking up bargains and going for it.”

David Shakespeare, manager of Knightswick shopping centre, on Canvey, agreed things were starting to pick up.

He said: “Canvey is always late Christmas shopping, but it is beginning to pick up now.

“We just don’t know how this season is going to be. We are all hoping for a good one, but nobody knows as it’s been a tough year.”