Holland and Barrett. AVOID!!!

Magenta

SnowTiger said:

Magenta said:

To make it brief, I placed an order with Holland and Barrett almost EIGHT WEEKS ago and I am still waiting for them to deliver it. I have emailed their customer services 3 times and have received a standard reply "we are dealing with  your email....", I have also contacted the complaints department,  no reply from them. I have tried phoning them on three occasions,  each time spending over an hour on hold before getting to speak to someone. The person then told me each time that all the problems were due to the Pandemic.This person said each time " I will put you through to head office ". Each time I have then listened to the head office phone ringing and ringing and ringing, until it cut off.
Whilst I have been waiting for my order to be delivered I have placed orders with 6 other retailers, including one in France  and two in the Netherlands.  My orders have all arrived with no problems and no delays.
Obviously Holland and Barrett are never going to deliver my order nor refund me. I am shocked by their customer service and disgusted by them using the Pandemic as an excuse for all their failings. I will never shop with Holland and Barrett again!!!!!

I'd guess they use 'drop shipping' and don't, in reality, have much control over the delivery timetable: 

Drop shipping is a supply chain management method in which the retailer does not keep goods in stock but instead transfers its customer's orders and shipment details to either the manufacturer, another retailer, or a wholesaler, who then ships the goods directly to the customer.

Or a delivery is late to them from their supplier or manufacturer.

That's probably the reason, but you would think that after me waiting for delivery for 8 weeks and me contacting them so many times they would have the decency to reply to me. I find that the fact that they haven't bothered to be in touch with me unacceptable and unprofessional. I would like my £80 + refunded. That's not too much to ask is it?
. 😥

pinkladyvenus

I would check out trustpilot https://uk.trustpilot.com/review/www.hollandandbarrett.com and Facebook inundated with customer complaining. I have also had a bad experience with them, tried emailing, Facebook messenger no reply. I also tried twitter I got a response but after replying got no further reply. If you paid by paypal open a dispute or try a chargeback through your bank. I just wished I had read the reviews before I ordered.

SnowTiger

Magenta said:

SnowTiger said:

Magenta said:

To make it brief, I placed an order with Holland and Barrett almost EIGHT WEEKS ago and I am still waiting for them to deliver it. I have emailed their customer services 3 times and have received a standard reply "we are dealing with  your email....", I have also contacted the complaints department,  no reply from them. I have tried phoning them on three occasions,  each time spending over an hour on hold before getting to speak to someone. The person then told me each time that all the problems were due to the Pandemic.This person said each time " I will put you through to head office ". Each time I have then listened to the head office phone ringing and ringing and ringing, until it cut off.
Whilst I have been waiting for my order to be delivered I have placed orders with 6 other retailers, including one in France  and two in the Netherlands.  My orders have all arrived with no problems and no delays.
Obviously Holland and Barrett are never going to deliver my order nor refund me. I am shocked by their customer service and disgusted by them using the Pandemic as an excuse for all their failings. I will never shop with Holland and Barrett again!!!!!

I'd guess they use 'drop shipping' and don't, in reality, have much control over the delivery timetable: 

Drop shipping is a supply chain management method in which the retailer does not keep goods in stock but instead transfers its customer's orders and shipment details to either the manufacturer, another retailer, or a wholesaler, who then ships the goods directly to the customer.

Or a delivery is late to them from their supplier or manufacturer.

That's probably the reason, but you would think that after me waiting for delivery for 8 weeks and me contacting them so many times they would have the decency to reply to me. I find that the fact that they haven't bothered to be in touch with me unacceptable and unprofessional. I would like my £80 + refunded. That's not too much to ask is it?
. 😥

I ordered vitamins from H&B last Wednesday evening.

They have just arrived.

I opted for their slower delivery option because I used a code that made it free.

That kinda suggest that if they can pick something up off a shelf and send it out they will.

As you say, it's poor customer service to leave you hanging for eight weeks.

Claddagh_Noir

I placed an order with them at the end of March and  the items were in stock but delayed and unpicked for some reason.  Then, eventually, one of the parcels got dispatched but it was held at the Hermes depot for security reasons, but with that courier, you cannot pick up the parcel with ID... don't get me started on Hermes' customer contact centre or lack thereof.   I had to spend half an hour on the phone to Holland and Barrett per parcel to either get an update on the parcel or to cancel and get a refund.   The reviews on Trustpilot speak volumes. 
I won't place anymore orders with them from now on, I went into the store last week to use the last of my reward points. 

atrixa

I had a bad experience with them towards the start of lockdown. There was something in the paper saying that the staff would prefer customers to shop online due to social distancing being difficult in the stores. I made an order on the website instead and it did eventually come, but after the delivery date. They've sent me a £10 off voucher for the trouble but I'm not going to rush to use them again. Having a look at their social media is interesting. Lots of people complaining about orders that are months late, poor communication, items missing from orders etc. I got off very lightly.

Magenta

atrixa said:

I had a bad experience with them towards the start of lockdown. There was something in the paper saying that the staff would prefer customers to shop online due to social distancing being difficult in the stores. I made an order on the website instead and it did eventually come, but after the delivery date. They've sent me a £10 off voucher for the trouble but I'm not going to rush to use them again. Having a look at their social media is interesting. Lots of people complaining about orders that are months late, poor communication, items missing from orders etc. I got off very lightly.

I am totally shocked by their unprofessional behaviour,  you are lucky that you got a £10 voucher from them. I just want my £80 back! I often buy things using PayPal but unfortunately this time it was by bank card, I could kick myself!!😣

sheramber

Magenta said:

atrixa said:

I had a bad experience with them towards the start of lockdown. There was something in the paper saying that the staff would prefer customers to shop online due to social distancing being difficult in the stores. I made an order on the website instead and it did eventually come, but after the delivery date. They've sent me a £10 off voucher for the trouble but I'm not going to rush to use them again. Having a look at their social media is interesting. Lots of people complaining about orders that are months late, poor communication, items missing from orders etc. I got off very lightly.

I am totally shocked by their unprofessional behaviour,  you are lucky that you got a £10 voucher from them. I just want my £80 back! I often buy things using PayPal but unfortunately this time it was by bank card, I could kick myself!!😣

Do a chargeback through your bank. Service not delivered.

Magenta

sheramber said:

Magenta said:

atrixa said:

I had a bad experience with them towards the start of lockdown. There was something in the paper saying that the staff would prefer customers to shop online due to social distancing being difficult in the stores. I made an order on the website instead and it did eventually come, but after the delivery date. They've sent me a £10 off voucher for the trouble but I'm not going to rush to use them again. Having a look at their social media is interesting. Lots of people complaining about orders that are months late, poor communication, items missing from orders etc. I got off very lightly.

I am totally shocked by their unprofessional behaviour,  you are lucky that you got a £10 voucher from them. I just want my £80 back! I often buy things using PayPal but unfortunately this time it was by bank card, I could kick myself!!😣

Do a chargeback through your bank. Service not delivered.

Thanks, I'll have a go at that.

tofu-eater_3

Last time I had a delivery from them,Holland & Barrett were using 'MyHermes' to deliver.I did actually get my delivery ok from Holland & Barrett through 'MyHermes' at the time (pre-lockdown I might add) although,since then,I have had a horrible experience with MyHermes where a package went missing.I don't know what your tracking for the delivery shows,if it showing that it got to the courier then MyHermes could be the reason your package wasn't delivered

tofu-eater_3

Anyway,thank you for the info,and for the person who posted the link to the Trustpilot reviews.Pre lockdown I did order a few times from Holland & Barrett,with the special offers and promo codes,and then free delivery spending over a certain amount,I was really chuffed as a few times I was able to order a month's supply of soya milk and other things I needed and got great prices,my orders always got delivered ok (although the deliveries were often a bit bizarre as it was duplicates of the same thing (soya milk) but it came in three separate parts in different boxes) Now,they are no longer doing any of their great promotions and offers,and it would seem from reading through the reviews that they're not so efficient any more,also,since I had an awful experience with MyHermes I try to steer clear of them,it sounds like if my order doesn't go smoothly I am looking at lots of stress trying to get them to refund me,no thanks,I think I will not order anything from them any more.