A ROYAL JOKE! I ordered online on the 16th May, then immediately realised I'd forgotten to enter my rewards card number & a £4 voucher that H&B had issued me, via the points I had accumulated. I only made the order that evening as my voucher was due to expire that day. The order was £180, so yeah, I wanted my points. I tried to edit the order to add my points on, but it wouldn’t let me. The email confirmation said I could neither edit, nor cancel. Funny how no other company prevents you from adding points on, or editing/cancelling immediately after purchase. As it was after hours, I called H&B the following morning to ask if my points & voucher could be added on by them their end. The lady on the phone asked her manager, but the response was that there was nothing they could do & insisted they couldn't cancel my order either. Why didn’t the manager at least give me a voucher to replace the one I had lost?! I would’ve kept the order if they had done so & I told them this, so why wasn't I helped?! I’m still awaiting a response from H&B with an explanation for this. It is ridiculous that they can disallow a customer to cancel an order, at a stage where no member of staff would've even had the chance to pick up the order from the system, let alone start packing it. The lady on the phone told me I’d have to return the order & I said I would be refusing it at my door instead, which I did. A month later & I’m still awaiting my refund! What kind of company would rather a customer refuse an order, costing an eventual loss to the company of £180, but also unnecessarily pay their staff to pack it & pay Hermes to deliver it, thereby wasting their time, my time & the courier’s time! The courier from Hermes was so annoyed when I told him I wasn’t accepting the order. He said so many customers moan about H&B. After considerable emails, and phone calls, where I had to endure a painful holding system (anyone who has been on hold to H&B will get what I mean here), a staff-member finally said she could see that the package was showing as returned. She said she would process my refund there & then. Feeling far less than confident, I asked, 3 TIMES, “Have you definitely processed my refund?” and she assured me it was ‘definitely' going through. 7 days later, I called back to ask the whereabouts of my money & was told that the lady I had spoken to hadn’t actioned it; she’d just put a note on the system for someone else to deal with! Not only am I still awaiting my money back, 4 WEEKS LATER, but now they tell me I won’t be getting a full refund because part of my order was sent to me separately. I’ve had no second package!! I had a note through my door from Royal Mail saying nothing other than, "Side gate”. I had no idea at the time this was from H&B until I called them about my refund (AGAIN) & they said a package had been delivered. I was fuming. The side gate is not only shared access, but doesn’t close properly & has a see-through hedge next to it. So I am not only still awaiting a refund for the first package, but I am now having to fight for a refund for the second package that I don't even have!! They have no signature from me & any reputable company would apologise for my wasted time & accept fault. Instead, they are quibbling over a package worth £8.79 & refusing to give me a full refund because they said it needs to be investigated. What on earth were they doing anyway, sending another part of the order after I tried to cancel it?! It’s not like they were without significant notice from me that I didn’t want it. In fact, when they emailed me saying another part of my order was being prepped for dispatch, I promptly told them (YET AGAIN) that I didn’t want it. I honestly could run H&B 1000 times better! I have called & emailed H&B so many times now, that I know the order number off by heart. As a head's up, DON'T bother with the app; it’s also an utter joke. Apple store reviews will tell you this! My advice is to shop at your local health store instead!