BHS Customer Services Disgusting

cathy36

I ordered something online from BHS yesterday and realised soon after that I had ordered it in the wrong colour (my mistake I know but it's a xmas present so got to get it right). I looked on the confirmation email they sent me and there was a customer services telephone number for on-line orders. So, thinking it would be straight forward rung the number. Oh how mistaken I was!!!!! It is straight forward in getting through to number 3 for internet orders but then you sit in a queue, telling you always that you are number 3 in the queue and it will take 3 minutes to answer your call. Ok, not bad so I thought. A nice message apologises for the delay and comes back and tells you that you are number 2 now in the queue, there you sit for another 5 minutes plus with no message on how far down the queue you are now but apologising in the delay. Then......... someone eventually answers your call after a 10-15min wait and 'cut off'. This has happened all morning, not just on one occasion. So BHS as soon as my order comes, it is being returned straight back with NO further orders ever from me in the future. My Sunday is now aghhhhhhhhhhhhhhhhhhhh

meer53

Hardly disgusting customer service ! Why not order it in the right colour and just return the other one ? Send them an email complaint about their phone lines, maybe there's a fault ?

cathy36

I have finally got through, and they have confirmed there is NO telephone fault and the lady apologised, mmmm. After all that hassle of getting through she is unable to change the colour even though it hasn't been actioned, items picked or ready for delivery. I have to wait to receive the item and return it back to them. Even the lady confirmed it was stupid as she should be able to amend the order(like a lot of other shops) before the items had been picked and order actioned. So, thats what I will do, wait, return and order somewhere else.
Hardly disgusting customer service........a big well known shop who advertise their customer service number on all their emails, delivery notes, web page etc and then you can't get through, a email address that they give you to reply to if the order is wrong, needs to be amended or cancelled doesn't get delivered to them as it is a 'non-reply- email address, come off it hardly acceptable is it?

angelsmomma

I agree with the op.

I ordered last year and after several phone call and emails I gave up expecting them to refund me for one returned item (£3.99) on an order of £100. I have never even looked on their website since. I would not buy from them again because of there dreadful customer service contact details

dawyldthing

the reason why is because they will have hundreds of pick notes (imagine a huge pad of printer paper) with all the orders on and it can take more time searching for the one order (which by the time it has a hold on it it may already be picked, packed and ready for the courier) than it can to pick several orders. But I agree it is unfair, but at the same time (and i'm not being nasty here) but its not bhs fault that its been ordered in the wrong colour and can still be returned. I once worked somewhere where the items could not be changed once it had been ordered, even when customers phoned up straight after ordering, and it would have cost thousands to sort out over the year because of customer mistakes

cathy36

I admit, hands up, it was my fault but I have ordered from lots and lots of internet sites over the years and this retailer is the worst. OK I have to return the items BUT it was the queuing system in the Customer Services Department that really rattled me. I used to work in a large Customer Services Department and the managers would know who it was in that department that answered a call and plonked it back down quickly (by the statistics of the length of call they get on each person) which cut the call off and the customer would have to sit back in a queue for it to happen time and time again. Goodness knows how BHS Customer Services are going to cope with Christmas around the corner, good luck and fingers crossed.

mynameisdave

Given the durability of the clothes I've bought from BHS in the past I wouldnt get as far as worrying what their after sales service is like. Not a fan of their stuff at all.