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H&M Black Friday offer really not as good as it seems!

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I received an email from H&M recently alerting me to their Black Friday offer but also alerting me to Club members being able to access these offers a day early, ie yesterday.

Had a few things to buy from them for one of my daughters but based on the 20% off everything offer I ordered more things that I could have easily purchased elsewhere. Not a massive order but over £100.

Spent 2 hours trying to locate everything on their website to order and then proceeded to check out. Noticed the discount wasn't dedicated from the basket so I checked the original offer as advertised on their website which stated that the discount would be applied at checked when purchasing the order.

I paid for the order assuming the price would automatically deduct once I paid for the items but it didn't.

I've called them today and they've checked the order and confirmed they haven't applied the discount and so have offered me 20% off a new order. When I stated that I didn't want a new order I just wanted the 20% deducted as advertised they informed me they can't do that on a completed order and that was nothing they could do.

I then asked if I could cancel the order so that I could re order but they said I can't do that wither as the purchase is completed, all I can do is wait for the delivery and then refuse it so that it is sent back to them.

I really disappointed by a company such as H&M and feel this is really poor customer service.

Any suggestions anyone?

Comments

  • sarah1972
    sarah1972 Posts: 19,392 Senior Ambassador
    Part of the Furniture 10,000 Posts Homepage Hero Photogenic
    Miss_J wrote: »
    I received an email from H&M recently alerting me to their Black Friday offer but also alerting me to Club members being able to access these offers a day early, ie yesterday.

    Had a few things to buy from them for one of my daughters but based on the 20% off everything offer I ordered more things that I could have easily purchased elsewhere. Not a massive order but over £100.

    Spent 2 hours trying to locate everything on their website to order and then proceeded to check out. Noticed the discount wasn't deducted from the basket so I checked the original offer as advertised on their website which stated that the discount would be applied at checked when purchasing the order.

    I paid for the order assuming the price would automatically deduct once I paid for the items but it didn't.

    I've called them today and they've checked the order and confirmed they haven't applied the discount and so have offered me 20% off a new order. When I stated that I didn't want a new order I just wanted the 20% deducted as advertised they informed me they can't do that on a completed order and that was nothing they could do.

    I then asked if I could cancel the order so that I could re order but they said I can't do that either as the purchase is completed, all I can do is wait for the delivery and then refuse it so that it is sent back to them.

    I'm really disappointed by a company such as H&M and feel this is really poor customer service.

    Any suggestions anyone?

    Reorder it and get your 20% discount and just send back the original order for a refund.
    I’m a Senior Forum Ambassador and I support the Forum Team on Competitions Time, Shopping & Freebies boards, Employment, Jobseeking & Training boards If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com. All views are my own and not the official line of MoneySavingExpert.
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