Am I right?

Scallops

Hello Everyone

I recently placed an order with H&M online. The online tracking showed that they attempted to deliver 4 times (hermes). However I was at home for 3 of the 4 attempts. Also there was no card left at any of the attempts. Anyway I ended up having to call H&M a number of times, explaining that I was at home and the parcel could be left with a neighbour. Turned out that despite all of my calls -8 calls in total, the parcel was returned anway! I got really annoyed and H&M have now refunded my payment. They are posting a £10 off voucher. But I really want them to refund the cost of my calls - just over £5. They are refusing saying it is not company policy. I have sent them a copy of my bill showing the charges. My point is that all of my calls were wasted, as the parcel was returned despite me telling them 8 times that there was a problem. I have had numerous promises of callbacks, which never happened, even from the supervisor. Anyway, am rambling - should I insist that they refund my call charges?

Scallops

please, anyone?

arcon5

I'd just accept the voucher tbh. You may be in the right but probably not worth it if you'll use them again in the future

Scallops

Thanks arcon5. I just can't believe that no one bothered to call me back as they promised. Even when I spoke to the supervisor, he promised me a call back but then didn't bother. That makes me annoyed! Then the last email I had from them said - 'please don't hesitate to call us on the number below, and our lovely agents would be happy to help'!

frugal_mike

If they refuse to refund the money it would probably be a lot of work just for £5.

For future reference try saynoto0870.com, there is often a local rate phone number on there for most companies.

Scallops

I'm sure you guys hear this a lot, it's not the money but the principle of it. i'm quite happy to email them again and again. Its probably costing them more to pay someone to reply to the email!

arcon5

It'll probably cost them more in goodwill than cost of labour, but not all companies see the bigger picture, in fact bigger companies especially!

Hintza

They have given you £10 so in that area they have done more than enough.

I have found courier companies tend to need a bit of training if address is slightly difficult. Early on I try and find out who the courier is so I know who to contact. Being rural our postcode tends to send them to a farm up the road and parcels can be dropped there.

It does pay to be proactive though and contact the courier direct if it does not arrive on the expected day. Another trick I saw was putting your mobile number as the first line of your address which can help.

Doilies

The 10 voucher is off next purchase, so really they haven't given anything unless another item is purchased. Also Hermes don't allow contact direct from customers.