BHS - possible glitch

Tinyshoes

colly7 wrote: »

I usually just lurk and say thanks but these reports of BHS accusing us of entering the code multiple times has annoyed me.
I was doing a BHS order anyway and googled for a code and found the free delivery code on hotuk. I didn't take the p**s much as I was ordering a loo brush (£7) and sugar bowl (£6.40) might have even added the kids bras (£7) and 2x knickers (2.50x2) anyway when browsing as were on 342. I only entered the code once ..........not my fault they can't program their website correctly.
I received the loo brush and sugar bowl on wednesday but no sign of the bras and knickers. looks like the sent me the 2 things to equate to the £9.60 I paid so I can't really complain but ......... if they are being rude and accusing then I shan't shop with them again.
I don't recall them ever ringing me when there have been free deliver codes around and I have failed to use them ............all one way with these companies!!!!!!!!!!!!!

Hi colly7, I agree with you it is shocking how they are accusing people. At some point the system was corrected so that the free delivery was only taken off once wasnt it so they must have been aware that it was a program error!! What did they expect people to do, phone them and get charged for the call to tell them that there was a problem their end.....

lindseykim13

i had the second part of my small order arrive 2 days after the 1st the whole time though i was thinking i can't do anything about it if the rest didn't show as i didn't open/register an account. i'd recommend doing this in future if anyones going to order again so you can keep track of your order.
i'd only had 2 knickers (not even my size!) and a boys sale top turn up 1st for £6odd so was worried i'd wasted my cash.
but the 2 baby dresses and another top came so i'm happy now had the 6 lots of baby socks cancelled though.
can't believe cs though i'm glad i didn't phone although what can anyone do if they don't send all the stuff after they've taken your cash!

itsallinthemind

mojy wrote: »

Called CS and they were so rude!!
I asked why some of my order hadn't arrived when I had a tracking number for all of it. She told me that the rest was not coming as I had abused the delivery code by inputting it 9 times. I told her that this was nonsense and I had input it once, it was a system error. She told me this was fraud and I wouldn't be getting the rest of the order.

I wonder if you spoke to the same person? The lady I spoke to was incredibly aggressive and I found myself quite lost for words.

Now, whilst I am aware that we did know the code had an issue and the morals of using it could be disputed, I am sure plenty of others ordered during that time. What concerned me was her instance that I had manually inputted the code more than once and the way she spoke to me like a petty criminal. Why they can not simply say their was a glitch on their system and that all monies taken would be refunded, I fail to understand. BHS have lost my custom on the basis of this one phone call. I simply do not expect to be spoken to in that manner.

Saying that, I'm glad I have not received part orders, I'm not sure what those of you in that boat should be doing, but the old 'loss of a bargain' scenario comes to mind.

Fancy BHS banning people though, shocking CS!

mojy

I don't understand that if they knew about the codes before the order was dispatched then why not simply cancel the whole order as they did with others. I was told that I would not be refunded as the goods I had received totalled more than I had paid!
Seems to me thay've taken the opportunity to get rid of some of their clearance stuff whilst having no intention of refunding the missing items. I think this smacks of fraud from them so they've a cheek to be accusing us!

colly7

Whilst the items dispatched to me weren't clearance, they were on their own overpriced, in my opinion. If I'd paid full price I would have been returning them to the store for a refund, so I do suspect they have been selective in the orders they cancelled, and doctored some of the others to dispatch items just over the value we paid so there is !!!!!! all we can do about it .........

Troythecat

I am shocked at how some have been spoken to when phoning BHS.
How totally unprofessional of such a large department store to behave in this way.

This was their system mistake as others have pointed out, it's like they are taking it out on their customers for their mistake...also playing around with orders and sending what they like rather than just cancelling the WHOLE order.

I spent £21 odds and received a full price item for £25. The rest of the order is missing and although the dispatch note and email and invoice all stated the other items (6 alchocol gifts and undies) I very much doubt they will arrive now. I'm not out of pocket...in fact saved £3.75 plus delivery charge, but still, I never normally shop in BHS and am not about to start now, especially after reading some of these posts.

At the end of the day, it's' only human nature to take advantage of a bargain...bet they would all have done the same!:o

nettynora

OMG! I can't believe the way BHS are behaving. It was their mistake.

2 Ordering

2.1 You may place an order to purchase a product advertised for sale on the Site by following the onscreen prompts after clicking on the item you are interested in. You will have an opportunity to check and correct any input errors in your order up until the point at which you submit your order by clicking the “Pay now” button on the payment and delivery page.

2.2 All orders placed by you are subject to acceptance by us. We may choose not to accept your order for any reason and will not be liable to you or to anyone else in those circumstances.

2.3 After submitting an order to us online, you will be sent an order acknowledgement email with your order reference and details of the products you have ordered. Please note, this email is an acknowledgement and is not an acceptance of your order.

2.4 If you have requested Express delivery and your order includes products which are not available from stock we will send you the items ordered which are available and in stock and advise you with a note included with your delivery which items are out of stock and will be refunded. If you have requested Standard delivery we will contact you by email or by telephone to ask you how you wish to proceed. You will have the option to receive your order excluding the products not available, or cancel your order. If we are unable to obtain your instructions within 2 days of our first attempt to contact you, we will deliver your order excluding the products not available and advise you by email that we have done so.

2.5 Acceptance of your order and the formation of a contract between us will take place when we send you an email confirming that the products you have ordered are being despatched to you, unless we have notified you that we do not accept your order or you have already cancelled it in accordance with the provisions below (see Cancellations and returns).

peachespeaches

mojy wrote: »

I placed one order, 6 pkts of tights, 2 sets of teatowels and a pair of baby
pjs. Got a confirmation and tracking number for the whole order. Order came yesterday with only the tights in. Called CS and they were so rude!!
I asked why some of my order hadn't arrived when I had a tracking number for all of it. She told me that the rest was not coming as I had abused the delivery code by inputting it 9 times. I told her that this was nonsense and I had input it once, it was a system error. She told me this was fraud and I wouldn't be getting the rest of the order.

I'm going to return the tights as she also refused a refund for the pjs and teatowels! Quite nervous about it though.:(

I cant recall the ordering process, but I wouldnt have thought it was possible to input the code 9 times, I would have thought you would be given just one opportunity to input this code. Am I right?

I think its bad that CS have been so rude to people. Im now having second thoughts about shopping in Bhs.

timnlaura

Is anyone else still waiting on a dispatch email? I have had 3 out of 4 cancelled and its my 3rd one I'm waiting on. Still have heard nothing.

mojy

Yes, the free delivery code was only input once. It was a system error that deducted the delivery amount (£3.95) for each item ordered, in my case nine times. Obviously we all knew it was a glitch and as such fully expected the orders to be cancelled, whilst also hoping that it may go through as has happened the other retailers. I just don't agree with the attitude of the CS reps, very rude.