“Not great at letting customer know were there parcel is. Ringing cost me a fortune for the phone to be put down or no one to answer. Will never buy from.here again.”
Thank you for your review. Having checked your order we can see that the correspondence that we have recorded was replied to the next day with the relevant tracking information given. We have ensured that the item was delivered before Christmas - even though the order was placed after our "last day for guaranteed Christmas delivery" date. We have experienced a technical fault on our phone line - for which we apologise that you could not contact us in that format. We do hope this has not deterred you from shopping with us in the future. Kind regards, TJ Hughes
“Still waiting for the rest of my order to be delivered. Said on website all items in stock but still waiting for a delivery date, rubbish service. Aviod”
Thank you for taking the time to review your recent purchase with us and we are disappointed to hear you have experienced a poor level of service. Unfortunately delivery over the Christmas period was extended to 14 days and after reviewing your order we can see the item was dispatched within 7 working days of placing the order - though we would like to apologise we didn’t get it dispatched much faster. Upon checking the relevant Tracking information we can see that the item was signed for on: 14 December 2016 at 01:34pm. If you require additional help with this matter – please contact our Customer Service team on: webenquiries@tjhughes.co.uk and they can assist you further. Kind regards, TJ Hughes
“Very poor communication
Store couldn't/wouldn't help because I ordered online
Ordered 10/12, money refunded with no real communication on 22/12
Really poor”
Thank you for taking the time to write your review and for the feedback you have provided. We would like to take this opportunity to apologise that you have not yet been able to collect your order from store. Kind regards, TJ Hughes
Hi Rebecca, Thank you for taking the time to write your review and for the feedback you have provided. We have checked our correspondence records with yourself and can see that you have not contacted us - if you would like to contact the Customer Service Team on: webenquiries@tjhughes.co.uk we can look to resolve this for you. Kind regards, TJ Hughes
“I ordered perfume for Xmas presents , after 5 days enquirer to be told they didn't know when they would be despatched as one was out of stock, I explained they were. Gifts that died to be posted on, I was told the order would be cancelled and I would receive a refund, Two days later I had an email to say the order was being despatched, I tried to phone for two days but was left on hold for 40 minutes each time, as I had already ordered from another store as I was told the order had been cancelled, that was 11/12/16, I have emailed and disputed through PayPal and am still awaiting a response,
Really poor customer service and communication!!!!”
Thank you for taking the time to write your review and for the feedback you have provided. We have reviewed your order and can see that the confusion has occurred as the payment was left in pending after the order was placed – this is a technical error from ourselves so we would like to take this opportunity to apologise for the inconvenience this may have caused. As the issue is raised with PayPal - they will arrange the refund directly. We hope this has not deterred you from shopping with us in the future. Kind regards, TJ Hughes
“I have recently emailed your company over my item which was faulty as the CD player didn't work!! I am waiting for a response as to arrange a courier for pick up! Yours miss kendall”
Thank you for taking the time to write your review. We can see that your inquiry was replied to 50 mins after submitted - please check your junk mail for this if you haven't received it. If you are experiencing further issues please contact the Customer Service Team so they can sort this out quickly for you. Kind regards, TJ Hughes
“Had to chase for delivery before Christmas only part of the order delivered still awaiting balance.Have been told the item has now gone out of stock.Still awaiting reply to e-mail to when the item will be back in stock”
Hi Chris, I'm really sorry to hear about this. Please can you let us know via the web enquiries page on our website, what part of your delivery was not delivered. Please include your order reference details, and as soon as we receive this, we will look into this and ensure you are either refunded, or a new item is dispatched asap. Kind Regards, TJ Hughes.
“After ordering online, I was contacted a week later so be told I wouldn't be receiving the pie face showdown game I ordered to my address. I was told I had to collect in store. I was told I would be refunded the postage.
When I went to collect the game it was the incorrect one (pieface original) not the showdown one I had ordered. I was then told by the manager that she couldn't refund in store. I had found the showdown game in store and asked to swap which she said she couldn't. The game was a present for my nephew and it was his birthday that day which left me buying the game again.
The overall experience and lack of customer service in store has left me unwilling to return to any TJ Hughes store again. The team were unhelpful in store and the store in general could do with a clean. After emailing custmoer services about a late refund I got a patronising reply! Which stated they refunded and the dates and not any form of apology.
I understand that mistakes can happen as myself I am a retail mananger. The way overall my complaint was dealt with was poor. I will be using the experience as a way of training staff on how not to respond to customer complaints.”
Hi Leilah, I regret that you have been given cause to contact us and I am sorry to learn of the poor customer service offered to you by a member of our staff.
Customer service is extremely important to us and all of our staff are trained to deliver the standard of service that we expect. What you have described does not meet with these standards and I am sorry to learn that one of our team members appears to have disregarded this training when carrying out his duties.
Please could you let us know what store this was in and we will look into this for you. Kind Regards, TJ Hughes.
“I have used online system collecting my purchase via click and collect at my local store (oil filled radiator) collection point on top floor so this was hard. Returns is a nightmare can't return to store (yet reading terms and conditions you can return to some stores ) but not Newcastle .I have had to take to my local post office and pay £16:50 to return this is not my idea of a good service so will not be using TG Hughes again”
Hi Gladys, I regret that you have been given cause to contact us and I am sorry to learn of the poor customer service offered to you. Customer service is extremely important to us. Please can you contact us via our website to discuss the matter of the postage charge and we will look into this for you. Kind Regards, TJ Hughes.
“I made an order on a "Michael Kors rose gold Parker watch",
I had to ring several times asking where my watch was as T J Hughes made a debit from my account For £126. I waited and waited for this watch but no success, when I rang again I was told the delivery address was unreadable by the post office !!.and was returned to you,
We find it very confusing as we looked at your web site every day expecting it to be put back on, can't help but think my be an employee decided to get the attractive offer of the watch :-(
We had one VERY disappointed grandaughter.”
Hi Sharon, Please accept my apology to both you and your granddaughter. Unfortunately we experienced a technical issue in regards to the problems with address labels. This has now been rectified and we foresee no future problems with this. I appreciate this was an inconvenience for you and sincerely apologise. We have put in systems internally to prevent this issue from occurring again. Thank you for your feedback. Kind Regards, TJ Hughes.
“Took 24 days for items to arrive.....items arrived xmas eve, out of stock on one of the items money refunded after xmas...so many excuses, no one replies to emails it is always passed on to another person as where items were and promises to arrive...but took 24 days... wouldnt use again....I now know why most of there stores closed down”
Hi Rachel, Please accept our apologies for any inconvenience caused. Our Christmas period is as you can imagine, extremely busy, and we experienced a few issues with our deliveries which I'm happy to say have now been rectified. Again, please accept our apologies. If you have any further comments/queries about this order, do please contact us on our web enquiries page on the TJ Hughes website. Kind Regards, TJ Hughes
Hi Lee, I'm really sorry to hear that you've not had a positive experience. Please can you tell me what branch this was at, via the web enquiries form on our website? We will then look into any of your concerns. Kind Regards, TJ Hughes.
“Ordered well in time for Christmas, but it did not arrive. Told dispatched but when tracking advised not dispatched! Very stressful would not recommend or order from again!”
Hi Anne-Marie, We are really sorry to hear of this. Do please contact us at the web enquiries page on our website if you need any further help with this matter. Kind Regards, TJ Hughes.
“The slowest delivery service I've ever encountered online has very poor communication and service in store was dreadful. I will not be making any further purchases in future..”
Hi Gillian, We are really sorry to hear of this. Do please contact us at the web enquiries page on our website if you need any further help with this matter and let us know of the store where you had the problems. Kind Regards, TJ Hughes
“Ordered four items early for Christmas, complete disaster, sent to their own store instead of my address.
To date have only been able to get two items, wouldn't order online again, TJ Hughes deffo behind the times.”
Hi Susie, We are really sorry to hear that you've experienced problems with your orders. Do please contact us on the web enquiries web page if we can help. Kind Regards, TJ Hughes.
“First am last time I ordered online. Don't do it, wait 2 weeks each for a response from customer service. Firstly we ordered a trampoline it did not arrive, takes customer service up to 2 weeks each time to respond absolutely a joke”
Hi John, Please accept our apologies for any distress this has caused you. We have now refunded your order and have emailed you the details. Do please let us know if we can help in any other way. Kind Regards, TJ Hughes.
“Ordered an item on the 12th December which was my sons main present. Paid for express delivery even though standard would have made it by Xmas. Didn't arrive even by the 3rd Jan. Ruined my little boys Christmas. Will not be shopping here again!”
Hi Wendy, Thank you for your message and do please accept our apologies for the distress this has caused you. We do aim to get out all orders within the set times provided however, due to the busy Christmas period we did experience some unforeseen difficulties with this. Kind Regards, TJ Hughes.
“Never shop online again with tj Hughes. Always call in store in Liverpool, decided to shop online. Placed order, paid for goods. Numerous phone calls, emails, 14 days to receive order!!!! Not impressed at all!!”
Hi Enid, We are so sorry to hear that you are not happy with your experience of shopping with us. Unfortunately we did experience some delays around deliveries, which we are looking into. Thank you for taking the time to leave feedback. Kind Regards, TJ Hughes.
“Ordered underwear online for a gift and chose the click and collect option which stated 3-5 working days, the item took almost 4 weeks to arrive into store by that time they hadn't arrived quick enough so I had to buy another lot in store. What confused me was they had them in store stock and I'd asked a rude member of staff if there was anyway he could refund the online purchase and I could just buy them in store - but he said the online ordering was a completely different company(?!) and he knew nothing about click and collects.
When they arrived into store I opened the box to check them infront of the same cashier from the other week and the packaging had been ripped open, and the underwear looked as if it had been tried on and was stuffed in the bottom of the box. I told the cashier I wasn't going to accept them like this and he told me 'I'd have to as I couldn't return them and there was nothing he or I could do about it'. There were plenty on the shelf so I asked if I could just swap with one of them and he told me I couldn't, so I asked to speak to the manager (who was lovely) and she instantly swapped them for me. Obviously I'll not use the shop or online store again.”
Hi Charlotte, Do please accept our apologies for any problems you experienced with our click and collect. We are working on rectifying these to ensure that going forward this process is as smooth as possible. With regards to you issues in store, could you please let us know what store this occurred in and we can look into this for you? Kind Regards, TJ Hughes.
