Hollister and their "Customer Services"

Dampier

I wonder if anyone can help me with an issue I have withHollister?

We purchased an item from the Hollister Bluewater store backin July. Initially we tried to use aBluewater gift card (a gift card that works in most stores in Bluewater), wewere told the transaction was not successful so instead we used cash. We then found out that the money had indeedbeen taken off the gift card. We triedto reclaim the money from the shop but was told we must phone Hollister.

After numerous calls we were eventually told that they couldnot help over the phone as that was for online transactions only and we wouldhave to email customer services.

We emailed customer services and at first things wentwell. We provided the receipt and theyconfirmed the money had come off the gift card as well. They sent us a form to fill in with our bankdetails so they could reimburse us but the money never came.

When we tried to chase this we were told the incidentreference (which we were given) did not exist. We then started the process all over again but the same thing happened.

We then started to enquire about why they would close anactive customer service case and explained that they kept closing (and deletingall references to) our cases. This wasignored.

We then thought we would submit a data access request forall information they hold on us, as we have sent them financial information aswell as personal information such as address, contact numbers etc. it appears they also closed this case withoutproviding any information, which I’m sure is illegal under the data protectionact, but that’s another story.

We have tried to contact the shop again but they seem unableto do anything.

We now have at least 5 Hollister customer incident referencenumbers but Hollister appear to stop replying to each after it has been openfor two weeks regardless of whether the issue has been resolved or not, we feellike we aren’t getting anywhere using this route.

We think the only option now may be to take them to thesmall claims court, but when we asked Hollister for the postal address of theirlegal department I was told they didn’t have one. The only address they will provided is:

Hollister Co.
Attention: Customer Service Department
PO Box 1695
Santa Monica, CA 90406
United States of America

Can we use this non-UK address when approaching the smallclaims court. We’re not really sure ofthe procedures and processes involved – Are we able to reclaim all of our costswhen we win?

Thank for any adviceand I hope no one else needs to use their customer services. We certainly won’t be purchasing anythingfrom Hollister again as we feel like they have stolen from us and do not careabout their customers once they’ve had the money from them.

stsarina

Posted in wrong thread.

Dampier

Sorry, i thought "Consumer Rights" best described issues relating to consumer disputes, small claims and the DP Act. Any suggestions as to what forum may be better suited please?

VictorCharlie

Dampier wrote: »

Sorry, i thought "Consumer Rights" best described issues relating to consumer disputes, small claims and the DP Act. Any suggestions as to what forum may be better suited please?

I think 'stsarina' was saying they themselves accidentally posted in the wrong thread(this thread). They could've just deleted their post rather leave the message there.

bigjoe

Go on to their Twitter feed and post your complaint. Quite often does the trick these days. Do the same for Bluewater.

Dampier

Thanks, I will give Twitter a go but don't hold out much hope of them responding to it.

Wish me luck condensing this into 140 characters...