Holland & Barrett

Headhitter

I took advantage of H&B's offer (flagged up last month in an MSE newsletter) of using a discount code to claim 20 per cent off on online purchases. However, instead of receiving an email telling me that my order of two jars of Little's decaffeinated coffee was ready for collection from my local H&B branch, I was told that the refund I had requested was being processed and that the money I had paid would be refunded. I had made no such request and, despite a long correspondence with H&B's customer service team (whose responses have been robotic), I have been given no proper apology and am now without my coffee (unless I order again and pay full price for it). The amount involved is insignificant but H&B's customer service has not at all impressed me and I can't help thinking that the offer was not made in good faith - were H&B overwhelmed with orders and couldn't cope? It doesn't reflect well on MSE to be partnering with them.

sarah1972

I have successfully used H&B discount codes for years. 

It’s probably that your coffee was out of stock so they have refunded you, it happens. 

I see that you are now without coffee but stock issues happen all the time online and you say you have had no proper apology. I have never received an official apology for OOS items. 

Draw a line under it, H&B are a reputable company so it doesn’t reflect badly on MSE for advertising the code. Mistakes, stock issues etc happen. 

Headhitter

Thanks, Sarah, but H&B haven't used the phrase Out of Stock. Had they done so, I would have understood the situation. 

sarah1972

Headhitter said:

Thanks, Sarah, but H&B haven't used the phrase Out of Stock. Had they done so, I would have understood the situation. 

You would assume that is why you’ve been refunded. But I see your point.

MrsStepford

H&B customer services is useless in my experience. Offers can be really good though. I bagged 12 packages of konjac rice tonight and saved £15 on a BOGOF