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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?

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  • sarah1972
    sarah1972 Posts: 18,986 Senior Ambassador
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    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.
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