“Deserve no stars, stole my money and blamed a failed order I got no products and told I have to wait 29 days for a refund
DO NOT ORDER VIA THEIR WEBSITE !!!!!!!! ITS A SCAM.
the most rude arrogant customer service team I've ever come across.
Order off Amazon they're much cheaper and faster.
I will never buy from this company again..........”
“I have been a loyal customer - coming back to buy things for at least the past 7-8 years. Despite feeling like most things are overpriced, I just love the variety, and most of all, in-store customer service. However we moved to a different town (postcode TN, and somewhat grateful to have H&B on the high street), however the dude behind the counter has always made me feel unwelcome. Sure I have two kids with me but they are both young and hardly a nuisance as I wear one and push the other in the pram, or just come with the former. I'm put off going in now, it's so awkward and hostile as he is even clearly reluctant to greet or even help me locate and understand items. Worst feeling ever when he appears nicer to other customers but not me even though I am just looking for one or two small things and hardly had the opportunity to say or do anything to offend anyone. Little does he know I also buy online but every now and again I just need a small top up or two of things which does not warrant an online order. I miss the guys and gals at the TW, EC, WC and SE stores!”
“Failed deliveries, not worth the hassle.
Bought a few items to be click and collected at the store but the deliveries failed to deliver, not sure how that is possible seeing the store is open 9am to 5pm had to call cust service to get my money back. All I received for this headache was tough luck! Annoyingly the prices in store are much higher in store and they won't price match my online order. Crazy profit margins these guys work from, they would use some of these profit to channel into better operations. I know I won't be spending my money there next time.”
“Tried desperately to order items numerous times. worst web site I have ever encountered. Will never try again, my business will go to a happier place.”
“Appallingly slow. Nowhere obvious to apply SAVINGS code, no obvious place to apply points accumulated, seemingly charging for click and collect. Apart from that.....
Just go to their shops if you want something. You will at least avoid the online stress!”
“I unfortunately had to give one star to be able to write this review.
We bought 2 x Iron tablets from Holland and Barrett store. After a couple of weeks of taking them i noticed an unusual smell when opening the lid, i tipped the remaining tablets out of the container and seen several were greenish and looked mouldy. I contacted H&B via Twitter who were not helpful and very unconcerned, they told me to take back to the store where a refund or replacement was discretionary..
I find this very concerning as they did not want to investigate they cause or even be bothered to examine the contamination.. With the facts that no investigation or concerns from H&B it now makes me wounder how many other products they sell have been contaminated and they have failed to investigate them. I will never purchase H&B products again. PLEASE BE WARNED IT COULD MAKE YOU ILL OR EVEN WORSE.”
“I went to the Enfield EN1 store today and had an amazing service. Lester could not have been more helpful with my query and armed me with a set of products I would never have thought of and Ilyas was so kind and friendly as the till. You have got a great set of staff in the Enfield branch and they are an absolute credit to your company.”
“It took six weeks to send my first online order and then the wrong items were sent on the second order. No reply to phone calls and extremely slow reply to emails. I’m afraid H&B have now permanently lost my custom.”
“Ordered vitamins for my child, but it never arrived.
Holland and Barrett used Hermes to deliver this parcel and Hermes courier never delivered the item, instead I recieved an email with a dodgy image which shows the item left in a location that is un-identifiable.
I’ve already waited on the deivery time for my order, only to find out on Monday that the order may be lost, or stolen in the case of c r o o k e d Hermes employees.
Nonetheless, I spoke to H&B representative Alison, who confirmed that I will get an update today. No updates as Hermes hasn’t got back to them apparently. So basically i’m waiting on their courier service to get back to them so H&B can get back to me, as if that’s my problem now?
So where does that leave me as a consumer? I’ve paid for vitamins for my 3 year old who really needs them. Holland & Barrett being the supplier of such items ironically unable to supply them (i know it’s Hermes courier service, but again, H&B should have a contingency plan for such scenario). i’ve waited a week already now and if the items are re-sent, I will have to wait longer, as quoted by H&B rep Alison. This means that my child is going to be deficient in the vitamins that i ordered.
So the ultimate question is, how can H&B going to rectify this situation? do they re-send the items with another courier using a quicker service? (preferred option) or do they refund me the money they owe me now? some solutions i’ve come up with as it seemed like your telephone reps weren’t too sure of any solutions.
Holland & Barrett need to take full responsibility of this. I know it is the courier companies fault but at the end of the day you H&B chose to use Hermes who prove to be incompetent over and over again.
Also not forgetting to mention the distress of time and anticipation of having wait to receive the delivery will never be accountable for by H&B.
Absolutely terrible service from the so called ‘UK’s largest health & wellness retailer’ as quotes on their social media sites. Also 145 years of experience apparently, but they still haven’t figured that Hermes courier service is absolutely useless!”
“Holland and Barrett customer service has always been bad but now they literally don't respond. From the last two orders I should have received a total of £15.50 in bonus points and have had zero response about this to the email I sent. It's a shame because they stock a wide range of brands some of which you can't get elsewhere but honestly their site and customer relations policy is so archaic I don't think it's worth the hassle.”
“Have been waiting 2.5 weeks for a delivery of two items value £70 (paid before delivery). According to the tracking my order went to the delivery company, stayed in their warehouse for 5 days and then posted soemthing about being unable to deliver and to refer back to H&B for further info. Have contacted customer services twice in last 10 days and have received nothing except an automated response saying they aim to respond within 7 days, which they didnt. First and last time I ever shop online with them.”
“Always bought many things from H&B and usually very happy.
Placed an order online rather than going into the store, and deliberately ordered a bulk amount of items to qualify for next day delivery.
I placed my order Saturday evening after 9pm and I was aware that was the cut off point for “next day delivery” so I was expecting my parcel to arrive on the Monday. It arrived late afternoon on the Tuesday with a large item missing. I contacted customer service and they said my missing item was out of stock that’s why it wasn’t sent but will be arriving within the next 48 hours. I wasn’t notified of this but at least it was on its way.
I was then offered a 15% voucher code to use on my next order for the inconvenience of the delayed delivery and missing item... But I asked if there was anything else they can do rather than offer my a voucher as there is currently a 20% and a 15% voucher code offered for completely free on vouchercloud for customers anyway.
They passed me onto head office and they told me there’s nothing more they can do. And the reason why the delivery was delayed was because my bank apparently released the money to H&B 2 days later. Which has never happened to me before.
I made it clear to them that they shouldn’t be offering the option of spending more money for next day delivery if they’re saying that there are some delays because of COVID and especially as apparently some banks and building societies release money days later.
I said that I will happily just have the next day delivery price refunded to me. But that they should not offer the next day delivery option on their website, if that can’t always be met as there will always be unhappy customers. Plus people will deliberately spend more to get their parcels the following day, so it’s a bit of a con if that promise isn’t met.”
“I've just gone to the site having not received most of my items and they are still showing as in stock. Really not happy. If they're in stock why didn't they arrive when promised?”
“I was meant to have next day delivery. Today I waited in for it and only about a tenth of the delivery arrived. No email to tell me they weren't going to honour their promise. No idea when the rest of it might get here. Last time it arrived on several different days off the course of a month. Holland and Barrett said they would reward customers for their patience. Still waiting for that as well, whatever it might be. They obviously have stock control issues and an antiquated system. I'm a patient person and if they said it was going to be three weeks I'd be okay with that. Just don't make promises you know you're not going to be able to keep when you take the order.”
“In the Rochdale store today & was served by a young lady, halfway through helping me an older colleague came from stockroom, my assistant turned her back on me completely to chat to her colleague, it was as if I didn't exist or was a second class citizen, I really needed the items as I'm isolating from today for an operation in two weeks time, otherwise I would have walked out, I won't be going there again, or any of their branches, they're prices are a rip off anyway”
“I Love the automatic reorder option! I regularly receive the Apple cider vinegar just when I need it for bathing my feet! Their customer service is excellent. Thank you!”
“I won't be using them again I dont think. Orderd 4 items, when received only 3 had a arrived with a slip saying the fourth was out of stock and they may have it in the next 10 days. I needed it before then not waiting around for something that may or may not come back into stock, I was surprised I wasn't informed of this beforehand and a refund not issued. Finally got an email after the parcel was delivered explaining it was out of stock with a customer service email address. I've emailed asking if I can have a refund instead as can't wait and the auto reply informed me it could take 7 days for a response. 7 days!!! It's just not worth the trouble if they will only part deliver, not give you an option of a refund and then have such long timescales to answer a query.”
