“It should be ZERO. I returned an item 14/01/21 order 099144712
Still having to deal with Superdrug as they say they have not received it. I posted it in NHS priority post box due to lockdown.
After weeks of chasing they now tell me returns are taking 4 weeks.
They are inefficient, unable to accept that this issues are caused by Superdrug not the customer.
They must have hundreds of customers contacting them for the refunds but still punish the customers.
This was our first and last online order with Superdrug. My advice is avoid at all costs or risk losing £59.99 like me :(”
“I was charged £50 for a £10 monthly mobile phone plan. After numerous chat calls I received £20 refund. Since 29th January I have made a number of chat calls asking where the remainder £20 of my refund is. I keep being told they will put it through again but it never arrives. How many times do I have to do this. Cant speak to a human so may have to get a 3rd party involved”
“Placed an order 20/1 but the courier sent straight back to Superdrug.. when I queried this I was told they would send out a replacement F/O/C but some items were now out of stock, but I would be refunded for those items.
My replacement order has never been delivered and was told I would still receive this order and for inconvenience they would add points to my card.
today 02/2 I still have No refund, No points and NO parcel..
There customer care service is atrocious, I cannot believe you cannot talk to anyone on a phone or email, just online chat, which I did many times and got passed to 5 different people on 1 chat and lasting 40 minuets with still no outcome.”
“Good app, but my gosh, do not order anything from them for next day delivery, I paid 5.50 for next day, and arrived 4 days late! Tried to blame bad weather but we never had snow on order day or delivery day.
Contacted via messenger!!! So multiple people replying.
1 week on. No refund, no additional points added to my card as they said they would for the inconvenience caused, absolute shower of poop.
For my first experience of using this company, I won't be again,!!!!”
“Ordered from them 3 times and paid for next day delivery and each time the items arrived within 3-4 days later.
Even complained once and got my express delivery charge back. I explained I needed my items urgently and the agent just said they will be with you shortly. Why charge extra if they can’t deliver within 24hours?”
“Placed an on line order it went through ok, I paid by credit card as pay pal has been discontinued. Never received an e mail confirmation so logged back onto my account no order history. Used on line chat and was told it never went through. So did they take my money no idea at the moment. Absolute rubbish avoid on line it’s a joke. These were some Birthday gifts for my Grandchildren as well if I hadn’t checked they would have never arrived. Not happy.”
“Ordered online for in-store collection I only ordered 5 items only one arrived in-store weren't interested told me the only option was online chat which I tried. Surprise IT WAS A WASTE OF TIME THEY AREN'T INTRESTED WILL ASK FOR CHARGEBACK ON CREDIT Card”
“Hi I’ve been in Superdrug in brighouse West Yorkshire for the first time today and I’ve never had such lovely staff who have ever served me anywhere before, they where two lovely women named coralee and nicola both very helpful and a joy to speak to, full of Christmas sprites who really cheered up my day so thank you both of you I appreciate what you did today xx hope you have a fantastic Christmas love Rachel x”
“Wrong product delivered. Returned the item to Superdrug's Head Office.
Did not reply. Have not answered emails, telephone calls or letters.
Chat line did not respond either!
They have not bothered about a refund! Am owed £13
Avoid them like the plague!”
“SUPERDRUG STOLE CHRISTMAS, i ordered perfume for my daughters christmas presents on thursday 9th october2020, the money £89 was took out of my account even though the perfume was not delivered, i provided evidence that the money had been taken out of my account with bank statement but now, 64 days later i am still waiting to be refunded despite constant "chatting" on thier messenger service (a waste of space, you never speak to the same person twice and have to start over with the giving of imformation, going round in circles) and sending emails, they did apologise and said it would be sent soon, but didnt know when, how long is a piece of elastic, so 64 days later here we are with no money to buy the presents. do not use this company, you will lose your money and your sanity. avoid at all costs.”
“Ordered goods Black Friday. Got message goods at store to pick up. 3 items missing. Spoke to Store that said - can't help you . You have to go on live chat and goog luck with that!!!! Went on live chat who were rude and service was rubbish.
Now filling in claim form. If their own staff in stores know they are rubbish there is a serious problem. Do not ever order online with Superdrug!”
“I have little baby at home so I had to do online shopping for my sister birthday in this Saturday. I make order on last Friday should and they send me email thay will come on next Tuesday! After 11 days ! The refund will be in 3-5 days when the warehouse will confirm that they didn't send the parcel so another few days. So I stay with out gift and money to buy new one !!! The excuse is covid and Christmas but I ordered in the same time from boots and I get my delivery yesterday so after 4 days !”
“I have given 1 star as if I had any choice would be zero.
Their customer service is absolutely diabolical my delivery did not turn up and was 2 days late after trying to get through to their only contact option which was the live chat I was advised that they had rang Hermes and my parcel would be with me that evening between 5 and 7 it didn't turn up so the next day I had to wait for a live chat to be free and was advised that the information that I was given was incorrect and should be with me that day I was offered 100 points compensation a pound an insult after spending around 3 hours on live chat, over 8 days . After 9 live chats been cut off twice in mid conversation as the advisers couldnt be bothered dealing with my issue been told sarcasticly that they wouldn't want to add to my whoes any more no replys from email to customer service the 100 points that I had been offered as compensation a lousy £1 took me 8 times of chatting on their live chat to eventually get it added then my delivery came 1 item was damaged and got a partial refund I gave up I had spent over a week, hours on live chat, no answer on email and been cut off twice due to the staff not been arsed to even deal with my problem. I have manuscripts of false promises, and all of this and it still didn't get resolved I am now never going to shop with them again they do not value my custom and are the worse company I have either dealt with, problem after problem I would avoid at all costs as if there is a problem you will get no where and really really frustrated and stressed in trying to sort it out and it will never be resolved. Zero stars if I could.”
“My daughter ordered her chrustmas pressies which have not arrived ie courier said they have delivered when they certainly have Not. Highly suspicious behaviour. Cannot get through to talk to a human at Super drug. It us not up to us to run around phoning and trying to contact the courier eg Hermes!!!!”
“I think people should be made aware that the Customer Care Team have built an impenetrable walls around them. Fortress Superdrug Head Office. They appear to only communicate when there’s an R in the month (apologies for the Covid reference), EXCEPT for acknowledging positive reviews, they seem to take a few and then simply make empty promises.
They are uncommunicative and completely unhelpful when presented with enquiries, which makes me wonder what they imagine their jobs actually are for. I take offence at being treated so disrespectfully and as if I am a whinging idiot and annoyance simply because I have an enquiry about goods paid for but not received.
I placed an order for home delivery on the 11th Nov 2020, I was given an outside delivery date of 18th. It’s the 24th today and despite many attempts to contact them on their sparkly and useless website AND via Trustpilot (which is a ridiculous route to have to take) I am still being ignored. If anyone knows why Hermes are still waiting on them, the same as I am, then please let me know.
They have taken money out of my account and put it into theirs and failed to send me goods - surely this is theft?
This company is a joke and the team at Head Office are shocking.
I will not let this drop, I’m so very upset.”