Friday, 8 October 2010

Bad Customer Service

As all of you fashion junkies will know H & M launched their online website a few weeks ago so I went and had a little browse and found a couple of things I wanted. I placed my order and five days later it turned up.. In a ripped up bag with 2 of my items missing.

I rang up customer services and told them about my problem and the lady was very helpful, she said she would refund me £22.00 which was the cost of my 2 items, would have to re-order the items that were missing but would give me a 10% discount, £5 off voucher and fast track my delivery.

It all sounded great, almost too good to be true.
And it was.

7 days later there was still no sign of the refund they had promised.
My re-ordered items haven't even been processed yet.. fast tracked delivery? pppfttt.

So, once again I rang up customer services. The guy on the line was very unhelpful and pretty much said he couldn't tell me anything. Then said they were 'waiting on my items to be returned to the warehouse before they could refund me which would take 3-5 days' to which I corrected him that there weren't any items to be sent back.. as they hadn't turned up in the first place!
In the end he just said he couldn't do anything for me, he would pass along my details as the order and my refund hadn't been processed. Meaning I've paid £45 for .. nothing.

I've tried emailing and phoning up and nothing seems to be happening.. It seems a bit wrong that a company can just take your money and not send you the items ordered yet us as customers can't do anything about it. I wont be ordering again from h&m anytime soon I feel completely mugged off.

Have any of you recieved bad customer service?

9 beauty obsessed ladies have an opinion...:

  1. I am sure this is illegal, its just where you have to take it up to get it sorted! I feel so bad for you sweet! :( xx

  2. that is so annoying! wow I'd be so angry at that! I don't trust H&M website yet, i think i went to order something and it said it would come in 2 weeks. 2 WEEKS?! for an online delivery? ridiculous! xx

  3. Gosh, I'm so sorry sweeetie!!! Thank you, for letting us all know!!!

    XOXO, CC

  4. @Adele - I'll have to do a bit of googling, boo to h&m! x

    @Sophie - Yeh it's been really frustrating, the customer service workers are clueless aswell lol I definatately wouldn't recommend h&m online to anyone, delivery took ages for mine then it turned up as a ripped half empty packagae lol x

  5. that's to bad =( sorry to hear all the trouble you went threw !!!

  6. I agree with Sophie here.. I was going to order something too but was put of by the 2 weeks delivery - maybe if its coming from a different country then they have an excuse, but surely it would be coming from somewhere in England. It sounds like they aren't ready to be an online store yet. I think I might give them a few more months to sort things out before I order anything. Thanks for the advice lovely :)

  7. I haven't had a bad experience with H&M but I thinks its crazy that you have to pay £3.90 for delievery which takes over a week! Thats the same as other companies who get your order to you in 3 - 5 days!
    Hope you get it all sorted soon!

  8. That's awful, I haven't bought anything from H&M online yet but that really had put me off x

  9. I had similar problems with NewLook in June. It took me over a month to get my money back as they'd sold me an out of stock product, and were insistant they'd be sending them to me.

    I refuse to shop online with them now and it's dented my willingnes to buy any of their products in stores too!

    Good luck withH&M x


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