“NO CUSTOMER CARE...NO RESPECT FOR CUSTOMERS
Mr. Evans CEO and Mr. Morris OPS DIR.,
I am genuinely staggered by the TOTAL lack of response, indifference, rudeness of both senior management and 'Customer Services' to all the notes below going back FIVE WEEKS.
You are the leadership team are you not representing the brand?
Over the coming weeks you will notice the reviews will reflect this appalling lack of customer care
.....
Original text = SENT TO
As I have failed to get a response from your customer services team to my last three emails – the first was sent 4 weeks ago - and as your customer services telephone lines are shut, I now see no other way than contacting you directly as the CEO of the company. To say I’m disappointed in the lack of communication is an understatement, and whilst I appreciate the pandemic has meant delays in responses, a four week delay is unacceptable.
I have now had an unusable pair of walking shoes for over a month, and as I purchased these from you, I expect you to take the lack of quality up with Berghaus. In the meantime, I am asking for either a refund or a replacement pair.
I trust you will be able to move matters along – the string of emails below explain the problem.
UPDATE 20 MAY 2021: now six weeks and still no response.”
“Bad quality items, bad material, not true to size and then surprise you go to return them and costs more then the item purchased, €10.50, so you have no choice but to be stuck with items. To make matters worse you are only able to return if you generate a return slip on the site which is ridiculously expensive.
Done buying from here.”
“DO NOT USE THEIR SERVICE OR ORDER ONLINE! the hoodie I ordered didn't fit and I sent it 20 days ago and STILL didn't receive the refund! On my complaint they replied that I need to wait for 14 working days before they investigate that...which is out of mind, completely unacceptable! TERRIBLE customer service and the way they do the business!”
“I purchased a pair of boots from this website for my wife, which were faulty. In this respect, I couldn't fault the customer services as they provided a free returns label as the boots were faulty. We sent them back the next day. Upon checking the bank statements and accounts, I found that the refund had been processed, so we got rid of the tracking, thinking that would be that. The problem started 6 WEEKS LATER
I received an email from the company stating that they had not received the returns and to get in touch. We explained we no longer had the tracking number, and explained why, to which their response was basically, they needed the tracking number or they would be requiring payment for the boots.
We further explained why we didn't have the tracking, as it had been cleared on my account and the money had been refunded. The reply: The refund was done in good faith (which is done by NO OTHER company!) and that either of the 2 options were to be completed. I explained that the issue was with Hermes and that, as it was a free return, their website stipulates that it is for the company to investigate with Hermes and we would not be paying for a product we were not in receipt of.
The final reply to that: Either pay, provide tracking (what is it they are not getting here?!?!) or they will block my account.
Now, 4 different members of staff have been involved with this email thread. None of which displaying any kind of positive customer service.
Each of the 4 members of staff, had they looked in to this properly, would have been able to find the tracking using just my account number and the returns portal. Which is what I did for them. And provided them with the information found. Instead, they chose to harass and threaten me, all because it was easier for said member of staff. Absolutely disgusting and appalling service provided”
“I have orderd a number of items ,very happy happy with what I have recieved,fast delivery service .good quality items I have recieved at amazing prices good all round”
“Ordered a pair of New Balance 680v. What was delivered was a French Connection Polo shirt. I contacted MandM and they asked I return the item. They provided me with a Hermes discount code so I didn't incur expense. I found the code had already been used, so I wrote to them, telling them to supply me with my order as contracted or I'd buy a pair from elsewhere and charge them the difference and any costs incured. They refunded me fully and the cost of postage, but told me that the trainers were now out of stock. They offered 3 month free delivery as recompense and asked that I return the polo shirt with a label they'll send. Why would I buy another item from them with this level of service. So what's the point of offering 3 month free delivery. As for the polo shirt, it'll be returned when it's safe to do so....”
“I ordered a pair of boys sketchers back early November,I received a pair of fur lined moccasins by mistake,I was told to return the moccasins and they will refund me my postage cost and also dispatch the boys runners as ordered,the following day I received an email saying runners was dispatched I also returned the moccasins,several days later no sign of the boys runners so I email to be told they were never dispatched and that I was refunded the cost of the runners,bank details showed I was never refunded for either runners or postage,to cut along story short I did receive the runners but have still have not received the cost of postage for returning the item that was sent in error and this issue is going on well over a month,I will be very reluctant to order from this sight again,I feel there is no respect shown to customers and that it is easy to just brush us off with random answers”
“They delivered someone else’s order to me, cannot collect it, won’t send a returns label and have blocked my account! Very unhelpful trying to sort it out. Goods delivered are for a 14 year old child, definitely of no use to me.”
“Returned an item, paid for the return's post but yet to receive the refund. Been waiting for nearly 1 month, sent countless emails but did not receive a response yet. Sent a DM on Facebook yesterday but have been passed from one department to the other as they still need "to investigate"
No customers should go through this kind of nightmare.
AVOID AT ALL COSTS”
“Returned an item, paid for the return's post but yet to receive the refund. Been waiting for nearly 1 month, sent countless emails but did not receive a response yet. Sent a DM on Facebook yesterday but have been passed from one department to the other as they still need "to investigate"
No customers should go through this kind of nightmare.
AVOID AT ALL COSTS”
“Had een joggingpakje bestelt voor mijn kleindochter, broek in orde
jack veel te klein, prijs met verzendkosten 31 euro , Retourneren, verplicht aangetekend 15 euro dus!! dat gaan wij niet doen. Hiermee steun je de Britse post op een geweldige manier . Had ik maar naar mijn moeder geluisterd "goedkoop is duurkoop" en altijd de kleine lettertjes lezen .Het pakketje wat aangeleverd werd zat in een plastic zak verfrommeld en gekreukt kwam het presentje eruit .Zo viel Mand M direct al door de mand , vr gr Jan..”
“WARNING!!!! DONT use this company. They dont want to know you when theres missing items in your order.iv lost over 80 euro and ivgiving up because they dont care!”
“I ordered some trainers, total price 119.18 euros, but was charged in sterling,
134.64 euros, when I clicked to continue my order the price was 119.18 euros,
when I questioned it I was told the order came through the U.K. site and I had to pay sterling. I don't know how that happened, and felt ripped off.”
“My Order came to 119.18 Euros, but was charged 134.32 Euros,
was told that my order came through on the U.K. web. site,
don't know how this happened as I ordered from Republic of Ireland, and have sent them a screen shot of my order clearly marked in Euros.”
“ordered a football kit. They posted the shorts then 30 minutes later told me they had no stock of the shirt. No use to me then but have piad postage for something i dont want, have to pay for return. absolutely wasted my time from start to finish - plus after all that they are still advertising the product i ordered in teh size i wanted on their website. Absolute shambles.”
“AVOID. DREADFUL RETURNS POLICY WHICH RATHER THAN THE £2.99 ADVERTISED ACTUALLY COST ME OVER £50 – AND they tried to refund me £15 less than they owed.
I ordered multiple items, intending to try on at home and return the rest.
I checked the returns policy before ordering this large amount of bulky items. It states on their that they “have a no quibble 28 day returns policy”. I checked their Returns section of their website which states that I should just add a returns label for £2.99 to guarantee I could return all items with “no extra costs involved”
The items came: in two large boxes. But they only included ONE returns label. The returns wouldn’t fit in one box though.
I looked again at their returns section; deep within their FAQ buried in there it states that each parcel of returns is limited to an insurance pay out of £50 if it was lost or damaged by their chosen courier; but I needed to return merchandise worth £800.
I emailed M and M direct customer services to ask for clarification, stating that this wasn’t made clear at the point of purchase, and nor was it made clear that I would have to buy two returns labels anyway because they were sending my items in two boxes and not one.
In response, their customer services rep simply accused me of being a trader who was selling their items on! She therefore said that I was not a standard customer and that the Consumer Regulations 2015 did not apply to me and that she would not be sending another returns label either.
I emailed back with a complaint, and also asked them to show me where I was allegedly selling their items. And obviously I stated that I was a normal customer who had made a big order with the intention of keeping some and returning the rest and I was very concerned to read that this meant in their eyes that I was suddenly a trader and not a consumer and that they also expected me to swallow £750 losses if their courier lost or damaged the returns parcels and asked them for clarification.
I did get an apology from their customer services manager for this, and an acknowledgement that in fact I was not selling on their items. But he also said that all their returns boxes are limited to £50 pay out if they are lost or damaged by the courier and therefore I would either had to send them back uninsured and stand to lose £750 if they got lost, or pay a separate courier myself and fully insure them.
So I had to pay OVER £50 postage to return the unwanted items.
There then followed a week where they also under-refunded me; £15 short and they quibbled repeatedly about this. In the end I had to write down every single item returned with its product code and cost and added them all up and told them to get their calculators out and see for themselves they were £15 short.
They refunded me in the end. But what a palaver. A misrepresentation of “quibble free” returns and a misrepresentation of the “hassle-free” £2.99 returns service – which cost me over £60 and about six hours of my time.
NEVER AGAIN. Avoid.”
“AVOID. DREADFUL RETURNS POLICY WHICH RATHER THAN THE £2.99 ADVERTISED ACTUALLY COST ME OVER £50 – AND they tried to refund me £15 less than they owed.
I ordered multiple items, intending to try on at home and return the rest.
I checked the returns policy before ordering this large amount of bulky items. It states on their that they “have a no quibble 28 day returns policy”. I checked their Returns section of their website which states that I should just add a returns label for £2.99 to guarantee I could return all items with “no extra costs involved”
The items came: in two large boxes. But they only included ONE returns label. The returns wouldn’t fit in one box though.
I looked again at their returns section; deep within their FAQ buried in there it states that each parcel of returns is limited to an insurance pay out of £50 if it was lost or damaged by their chosen courier; but I needed to return merchandise worth £800.
I emailed M and M direct customer services to ask for clarification, stating that this wasn’t made clear at the point of purchase, and nor was it made clear that I would have to buy two returns labels anyway because they were sending my items in two boxes and not one.
In response, their customer services rep simply accused me of being a trader who was selling their items on! She therefore said that I was not a standard customer and that the Consumer Regulations 2015 did not apply to me and that she would not be sending another returns label either.
I emailed back with a complaint, and also asked them to show me where I was allegedly selling their items. And obviously I stated that I was a normal customer who had made a big order with the intention of keeping some and returning the rest and I was very concerned to read that this meant in their eyes that I was suddenly a trader and not a consumer and that they also expected me to swallow £750 losses if their courier lost or damaged the returns parcels and asked them for clarification.
I did get an apology from their customer services manager for this, and an acknowledgement that in fact I was not selling on their items. But he also said that all their returns boxes are limited to £50 pay out if they are lost or damaged by the courier and therefore I would either had to send them back uninsured and stand to lose £750 if they got lost, or pay a separate courier myself and fully insure them.
So I had to pay OVER £50 postage to return the unwanted items.
There then followed a week where they also under-refunded me; £15 short and they quibbled repeatedly about this. In the end I had to write down every single item returned with its product code and cost and added them all up and told them to get their calculators out and see for themselves they were £15 short.
They refunded me in the end. But what a palaver. A misrepresentation of “quibble free” returns and a misrepresentation of the “hassle-free” £2.99 returns service – which cost me over £60 and about six hours of my time.
NEVER AGAIN. Avoid.”
