“Do not use this company. Problems ongoing.
I would give this company negative infinity if I could after my recent experience.
I have, up until now, been a loyal online home shop customer, and have recommended them to many people. But that is about to change.
On the 18th of October a placed a, in their own words, high value order and paid the £8.95 for next day delivery. I did this as part of my order was for a charity raffle and I needed the goods by the 21st.
However they didn't arrive. That's where the problems began.
I contacted them on messenger and via there customer service email. Where I was ignored until I started commenting on their Facebook posts placed after my initial complaint, and was eventually informed they were having problems with the courier they use. But according to their website they use multiple couriers.
So that was a lie.
I was then, as a gesture of good will, told my delivery charge would be refunded, but my items may not be delivered for at least 3 days, in which they do not include Saturday or Sunday, so I was actually looking at 5 days as this correspondence happened on a Friday.
I then received around 4 different tracking numbers for DPD, none of which worked, or were ever updated to say they'd received my parcel.
I the mean time I took to Facebook once again, to inform people what I'd been told about the problems with the courier, and not to expect next day delivery to be possible. Where I was saddened to receive multiple responses from people having the same issue but being ignored.
I also publicly voiced how it would be beneficial to put some sort of disclaimer information people of the temporary delivery delays to avoid further unhappy customers instead of me doing it for them.
Then, by some miracle, a parcel arrived Saturday. I thought wow, my luck has changed and they've pulled through.
Until I opened the rather large box to find 5 of my items were missing.
I went back to messenger, and the chain of customer service emails, which to my further disappointment, runs on a ticket system and every email added onto your chain pushes you to the back of the queue.
I gave as much information as I could about my missing items, and in reply was apologised to and asked to send a picture of the invoice in my parcel. Unfortunately I wasn't sent one, so instead sent picture of the box, it's contents and the sticker used for delivery.
Again I took to Facebook to update people of my progress, as I felt people might like to know something was happening somewhere, because a lot of comments were still people saying they'd heard nothing.
I was then contacted via telephone by customer services. Who were very nice, apologised profusely, and gave me the option of a refund for the missing items or to get them re sent.
I chose the items because, as I said at the beginning, they were for a charity raffle. I was then met with the words "and as a gesture of good will", (I'm not going to lie, I waas hoping for some freebies for the charity), instead I was told I'd get my delivery refunded, which I wouldn't, because they'd already done that. Rather an empty gesture really.
I was then asked to keep further correspondence over the phone to 'avoid further delays'.
But after seeing further people on the Facebook page still having problems, I chose to share the phone number of the customer service line, which is not available on their web page, and expressed how I was asked only to contact them via phone.
I'd say go to their page and look for yourself, but, as a result of this, they have now seemingly blocked me from their Facebook page, and all of my comments (help for other people) has disappeared.
I've honestly never dealt with a more selfish, ridiculous company, and I have worked in retail for over 20 years.
At this moment in time I am still missing my 5 items and am awaiting a response from customer services regarding this incident.
You'd like to think if they had a problem with what I was saying they would get in touch with me, as they so clearly showed they could.
But alas, they buried their head in the sand and are still allowing new orders to be processed when they clearly can't keep up with the influx of festive orders coming through.
I truly believe the problem is with the company, not the couriers, and that their greed is what has caused these issues for myself and so many others.
If you're still reading, I hope this has helped someone. As that's all I was trying to do.”
“After seeing all the bad reviews i panicked and tried cancelling my order. Left bad reviews myself which i regret. The company is just really busy and taught me patience. Received my order and was great especially for the price. Will definitely order again. Give them a chance i think everyone is worrying more after seeing others reviews which results in them getting more behind having to deal with lots of emails. My items were great quality just delivery that takes a while however now i know i will be more patient waiting next time i order.”
“I bought a grey faux fur bed set and it was absolutely rubbish the faux fur started to fall out the duvet is see through and the pillow cases don't fit the pillow, these were bought through Debenhams site.
Would avoid this company 😡😡”
“I am not afraid to use my real name for this review.
warning , Do not us this company . they are atrocious . the good reviews that they show on their website , must be fake . look at the negative reviews . you will get a true idea of had bad this company is.
i ordered items on the 16th of November. as to this day, have not received them . sent 3 emails spaced over 3 separate days , no reply . the work on a ticket system. you email is overwritten by your next email and goes back to the bottom. phone them . their number is 01617949213. but bear in mind, they will just tell you what you want to hear.
this company needs to be reported to trading standards i know i will be doing that, but we need others to do so before this company takes notice . i paid via paypal. best to do that as you have some sort of insurance of getting your money back. or if you didn`t use them. go to your bank or credit card company and tell them to do a back charge. it usually works.
THE COMPANY WILL COME OUT WILL ALL SORT OF EXCUSES AS TO WHY YOU DIDN`T RECEIVE YOUR ITEMS. READ THE LOWER STARRED REVIEWS FIRST.
At the end of the day . DO NOT USE THIS COMPANY . I REPEAT, DO NOT USE.”
“Disgraceful - Avoid at all costs!
I ordered a Super King Size Duvet from the company inc. a Super King size Duvet cover.
I put the cover on the duvet and it felt extremely baggy, so I thought maybe I need to buy a better quality cover, which I did (from a diff company).
Nevertheless, even with the new cover the "Super King" duvet was still too small and there was loads of empty space left in the duvet cover.
At that point, I realised that OHS had sent me a King size rather than a Super King size duvet. The label on the duvet itself doesn't state the size just the materials it's made from etc.
I contacted OHS, requested a refund and they declined to offer a full refund for the item as it's already been used and I need to refer back to their returns policy.
I reiterated that I want to return the item because OHS SENT the WRONG thing, not because I ordered the wrong thing or because I decided I don't like it.
But NO - it's not in their policy to refund used items.
Just a suggestion but it could be in OHS' policy to send the correct items?
Anyways, money down the drain - extremely unprofessional and scammers - avoid at all costs!”
“Placed an order on the 26th January 2024 which was then shipped on the 31st January. I had a notification from DHL that the order was out for delivery and was at my collection point. I tried to get a collection code from DHL 7 or 8 times which is still yet to be received. My collection point shop also confirmed that no parcel had been delivered there in my name. I had an email to say the parcel was ready for collection and if I didn’t collect by the 7th February it would be returned to the Online Home Shop. I contacted Online Home Shop on the 2nd of February to say I hadn’t received a collection code and my parcel wasn’t at the shop, I had an email response to say please wait 24-72 hours for them to investigate with DHL as it seemed my parcel was still within the delivery network. 72 hours passed so I had to contact again and received a response from Online Home Shop to say DHL needed to investigate further and they would let me know.. I have now asked for a refund on 2 occasions with no acknowledgement of this. It has been 2 weeks since I placed the order and I’m still no further to receiving it. The customer service is appalling and I would never recommend ordering with this company. My purchase contract is through online home shop not DHL so I should be refunded in full for my lost item and this issue should be resolved between online home shop and DHL directly not making me wait for your internal investigations”
“Absolutely terrible company. Got a refund and replacement after nearly 2 mths of emails and calls. They block you on social media if you dare criticize them. I don't know how this company is still up and running. Cut you off calls after waiting in line for ages too. Do not recommend at all!!”
“didn’t receive my order been trying to contact for months and they said 3 working days still didn’t hear anything so i facebook messaged them said they was busy! then i get message saying they have sorted this via email i’ve had no email! they keep saying has this been resolved repeating same thing! i spent over £100 and have nothing! absolutely disgusting customer service please avoid!!!”
“WARNING COW BOYS HAVE CONNED ME TAKEN MY MONEY NOT DELIVERED MY COMPLETE ORDER AND SENT DAMAGED CLOCKS AND HAVE SO MANY EMAILS FROM ME AND DO NOTHING LOOKS LIKE IT IS COURT FOR ME!!!!!!!!!!!!!!!!”
“Would give minus stars if I could! Horrendous customer care. Ordered item 20 Nov , now 7 Dec . Tracking from Royal Mail says “ we are expecting it”
Since 20th Nov !!! No reply to my emails except auto reply looking into it 3 days!! That’s 3 sent to them so far with no outcome . Do Not Buy From Here you’ll be disappointed and out of pocket as I paid for the item. Thoroughly disgusted!”
“Will not use this site again. 1st time using I put in order on 16th November 2023, money taken out. Says uk delivery 5 to 7 days, didnt get order unable to call. Sent email on 29th November, automated message came back a repsonse withing in 3 working days. I have had to send another emails 6th December asking for my money back. Checked track my order and hermes is stating still waiting for order. Very disappointed, avoid as they take your money, do not get goods, and can't contact them.”
“Very bad experience with Online Home Shop. I ordered 4 quilt covers, £12 each, which were very poor quality. Returning them cost €28 and I have only been refunded €16 of the £48 I am due and they are not answering my emails.”
“Wouldn't recommend these, ordered 3 onzies and one is completely oversized, one arm is as long as both my arms and the kids ones are covered in threads and fluff. Awfull items all thin not cosy at all.”
“Terrible customer service. Paid £5 for next day delivery on a Thursday (cut off is Friday 12pm). Didn't receive order until Monday... They refuse to refund the delivery fee even though I have shown proof of purchase time. If I wish to return the full order as I'm unhappy with the service, they'll make me pay for the return! Overall a terrible experience - won't refund a £5 next day delivery charge which the failed to fulfil on a £50 order.”
