H&M website - Not impressed at all!!

hellokitty08

I choose e-mail because I only have a mobile phone and the charge for an 0844 number is upto 76p a minute. :eek:

Its more of a supply issue then a Courier one.

I am pretty sure they have taken the payment.

hellokitty08

and would you know it, delivery date has changed again!!!

nonnatus

Awful, awful company! I REALLY hope you are happy with whatever you ordered when (IF) it finally arrives because trying to get a refund out of this bunch of total nitwits is extraordinarily difficult.

Horrible experience. More than 3 months after initial order, H&M took over £34 from my credit card because they decided to re-send an unwanted item in a different size!! I never gave permission. Never got the "re-sent" goods either.

Customer services were clueless.

hellokitty08

Oh well despite the fact that i ordered two tops, used a £5 off discount and a 10% code, when I checked my order staus on the website today I found out that they have dispatched 1 top, cancelled the other one and charge me full price for it!!!! I am never going to order from the website again! What a joke

so my total order should have come to £11 for two tops and delivery, instead im getting one top for £10!!!!!!

I am awaiting my order with much trepidation. (i think i spelt that correctly!)

Lily_Rose

I was tempted by their current discount codes, but I wouldn't order from them ever again!

I placed an order in February, waited for 7 days for "dispatch", 2 weeks rolled by and still no sign of my order. I log on to my account and it says the items had been returned. I phoned up cs, only to be told that my order had been returned as the items were either "damaged or the labelling came off" - I didn't get an email or phone call or anything like that to let me know the situation.

A week later I receive a letter from them, me stupidly thinking they wrote a letter to apologise, but NO...it was to tell me that I had to pay an "administration charge" for returned items. So on the phone I was to cs and was told it was an automated letter and I should not have received it, was told she'd taken it off my account.

A further order was made a month later. I rang cs to double check I would receive the order - was reassured by cs and given an extra 10% off. Didn't receive my goods again - deju vu here - checked my online account and again the items had been returned. I was on the phone to cs again and they apologised that it had happened to me again, the "labels had come off" so they didn't know whos order it was. Said she could order it again for me - I said ok - only to be told the coat I wanted was now OOS! And yes, a further letter from them to say I had to pay the "admin charge" again. Obviously I was straight on the phone and the "charge" was removed.

I'm told that apparently it isn't "feasible" for them to email/call their customers that their order could not be fulfilled which is outrageous, it's called customer service!! :mad:

hellokitty08

I have heard their stock and ordering systems arent linked! So you place an order and they dont necessarily know if the item is in stock. If it isnt and you have ordered, they have no way of letting you know, other then updating your account on their website.

Automated e-mail is obviously out of the question!

Two different systems= lots of unhappy customers!

pippaaaaaaa

h&m customer service is, in my experience, atrocious.

i had a situation where i ordered when the online store first opened. within a day or two, i decided to cancel the order, and cited distance selling regulations as nothing had been despatched at that point. by the time they got back to me (they take 3-5 days to reply to email & have previously ignored some of my emails altogether), they couldn't cancel the order as it had been despatched. cue me being very unhappy & having to return it asap. returned it asap using their returns method, again cited cancelling under DSR etc etc. at one point, i actually had an email asking what the DSR were when i said i was cancelling under that. no refund received. emailed to chase this up. got told over & over by their customer service that i HAD been refunded, the date i had been refunded, and to allow 3-4 days from that date. by this point it was two or three weeks past that date... i repeatedly asked for it to be escalated to a supervisor or manager so they could investigate the refund as i hadn't received anything, offered to send in statements to prove this. again, standard advisor response of "our records show you were refunded on x day, please allow 3-4 days for this to show up in your bank account." eventually the 30 day DSR deadline passed and i emailed informing them i'd be lodging a small claims court action, reporting them to trading standards etc & that i'd be submitting a formal complaint to head office... cue a response a few days later FINALLY ESCALATED to someone with the authority to check with their accounts dept and oh, look, i HADN'T actually been refunded. apparently my bank had declined the refund...! eventually wound up getting a refund & being sent the generic £5 off code, which i was mightily hacked off with as an "apology" - had it been possible to use it instore, fine, but i had no intention of ordering from their shoddy website again, and this just about covered their delivery charges. arghhhh.

they're better by phone though, i have to admit. i did end up ordering again recently as i wanted something from the "inclusive" collection (only available online) & again returned under DSR & the guy on the phone did actually know what i was referring to, so that's an improvement :rotfl:

hellokitty08

Just to keep you updated, so far my parcel hasnt arrived and now I have a bill! Apparently they couldnt take the payment from my account so have issued me with a bill to pay! Its all very strange behaviour!

suzette.bishop

wow. and i was just about to order a dress. severely put off now...