“Just don't! You won't receive your order & will lose your money. My order dated 4 May, and paid for on that date, has still not arrived 6 weeks later. I've given up trying to call as customer services say each time they don't know where it is & put me on hold for so long I hang up. I've emailed cust services & complaints several times but not had any reply. Nothing! They're hiding from their customers, which makes me suspicious. I would give zero stars if I could.”
“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!”
“What went wrong is that I’ve paid my money for products that haven’t even been dispatched yet and I paid on the 3rd of June and it’s the 15th.As a vulnerable person I can’t leave the house and have been here for 12 weeks so I kind of rely on my items being delivered.No email-no answer by phone, and absolutely no idea how to deal with customers.As I’m writing this I’ve been on phone and some automated idiot keeps telling me that they have dedicated team of experts that give free personalised advice.Dont make me laugh as clearly there’s nobody home.Taken all you’re customers money looking at the reviews, and paid you’re furlough staff without sending yr orders off.I could walk down the town and brought it in you’re pokey shop in the shopping centre if I wasn’t vulnerable.DID I MENTION THAT IM VUNERABLE AND RELY ON GETTING MY TABLETS ONLINE.......NEVER AGAIN.I for one will never get my goods from Holland and Barrett.And hope that everyone else that’s been ripped off to boycott you’re store.I get we are in a pandemic and was willing to give you time to deliver but just ANSWER YOURE PHONE AND EMAILS!!!!.Angry customer.”
“Order placed 7 paid for 5th May not received. Repeated e-mails totally Ignored. Phone line unavailable. Digital Chatline not functioning. Local store unhelpful. Can understand delivery problems at the time of a pandemic but taking money and not responding to customers in any business is unforgivable. Hang your head in shame at a time when so many are suffering so much.”
“I placed an order on 15th April, payment was taken on 17th April and delivery was estimated for 1st May. No delivery but they have taken my money. They are well outside the 30 days allowed by law for delivery. Several emails to Customer Service and Complaints plus Tweets ,not one reply apart from automated which is useless. This is the very worst customer service I have ever experienced. NEVER AGAIN. TO BE AVOIDED AT ALL COSTS”
“I am so disappointed of Holland and barrett customer service. We are a family which usually spend lots of money on your store and because of these virus situation. I've done my shopping from your wedside and we had a refund collection on 4th may which we haven't had our money back ..we sent several emails..and looks like nobody is responding at all for customer service.... ..very angry”
“As with all the rest of the peoples comments awfull service will not be ordering online again doubt i will step foot in one of their shops now either !!”
“ABSOLUTELY DISGUSTED WITH THIS COMPANY. AVOID AT ALL COSTS!
Absolutely disgusted with this company. They've taken my money and not sent any goods. Repeated emails are ignored and only acknowledged with an automated response which is useless. Nobody answers the phones. Waited a month so far and still nothing. Covid-19 is just an excuse for Customer Service this bad, I've not had any problems with anyone else and that includes ordering goods from Italy, Spain and China, so I'm really not sure what Holland and Barretts argument is for this incredibly bad experience. Why continue to take orders when they know they cannot fulfill them?? I will never buy from them again!
NOT IN ANY WAY RECOMMENDED
AVOID AVOID AVOID”
“I had to return some items i purchased online returned via Hermes. H&B have ignored my emails and three weeks later I still have not recieved the refund.”
“Ordered online back in march(!) order was not picked until beginning of May and delivery was then attempted by Hermes in early May. Package was lost. But then thankfully found by Hermes. Poor and slow response from Holland and Barrett would not recommend ordering online!”
“Dreadfull customer service no reply to numerous emails 30 minutes trying to get through to customer service with an intermittant messsge saying you can expect to wait up to 10 minutes !
i have given up now Will order elsewhere .”
“The website prompts you to spend more to get Express next day delivery, so I spend more, Brill order placed, 3 days later order still being processed and to be told its actually on a standard delivery???? Utter bull and a way of getting people to spend more money!!! Will not use or order again!!!”
“During this time of crisis, of every retailer I've experienced H&B has been the worst. I'm a regular, loyal and loving customer to this company, but the way they've handled my most recent order has been beyond terrible. I placed an order worth >£95 on 1st April (not a joke), and it was estimated to arrive within 11-15 days, but my delivery date was updated t 16-22nd April, which was fine for me. However, by 25th, it hadn't arrived and was marked as 'in progress'. I called to say I no longer needed these items, and the person on the other end of the phone needed my order number and then said I must speak to someone else to cancel, and directed me back to the original switchboard after which nobody picked up the phone... Miraculously, the order was dispatched the next day.
However, my order was split into '3 parts', and I only received 1 part. The second part arrived a week later. By May 5th, I was still waiting for the 3rd part of my order, which was still marked as 'in progress'. I contacted H&B again, and they asked for the order number and which items were missing, and I said I wanted to cancel it. Again, no communication received after that, and miraculously the order was dispatched the next day, and then they contacted me to say it's too late to cancel. Pathetic shopping experience. Extremely disappointed in H&B and will no longer be recommending you to others. Pathetic how many promotional emails are also continuing to be sent out.”
“Paced my order 2nd April and have waited a month delivery.Money taken on the first day of ordering over £50 .Spenthours on the phone ,never getting through.Sent emails reply.when over did arrive.Porridge oats were split open.Spent hours again in the phone to no avail.Have sent 2emails and nothing.A disgusted customer.will no longer stay a customer.”
“Very disappointed, hopeless delivery- very late and only some of the items I ordered. Not very hopeful of any resolution or refunds. Maybe everyone who has been duped by this extraordinary bad process should simply walk into the high street stores when they eventually re-open and help themselves to suitable recompense for unfulfilled orders. Plenty of other companies large and small have adapted and coped well with Covid trading.
H&B pathetic, reputational damage immense for them.”
“DO NOT ORDER WITH THEM! I would give them 0 stars if I could. When I placed my order, I was told that items will be delivered 11-15 days after. I received a package yesterday with not even half the items inside. However, I did pay for the full order. Holland & Barrett failed to let me know that most of my items will not be delivered, nor did they issue a refund. After emailing them, I got a response not even addressing my concerns (don't think they read the email at all). THIS IS A RIP OFF! Stay away. I understand that things take more time given the current circumstances, but I would have ordered somewhere else if I'd know how unreliable Holland & Barrett is. Never again.”
“Awful experience with Holland and Barretts!!! Been waiting for my order for over a month and they have taken the money out of my account 4 times over the past month!! Just had a nightmare with them, do not order!!!”
