“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.”
“Wrong goods sent badly packed and cardboard box wet so the bottom of the box was soaking. One of the contents had a dint in. As a disabled person I would find it helpful to receive a returns label, as I have not got a printer. Time and money spent to return goods at local shop. Too much hassle for me and I shall not shop with you again.”
“Placed an online order costing £90 on 29 October. The following week only three items out of the large order arrived. Contacted Superdrug and was told by Catherine that the order had shipped and would be with me shortly. Following this message, Jaimal advised that the order had been lost in transit and asked if I would like the missing items sending again or whether I would like a refund. The replacement items were promised within one to two business days. A week later and still no delivery from Superdrug. Contacting Superdrug on a daily basis but no one bothers to respond. I'd have expected that when an error like this occurs, a company as large as Superdrug would be more willing and able to resolve the issues however this does not appear to be the case. I will not be shopping with Superdrug again - it's too much trouble. There are other companies providing a better service who deserve the business.”
“Placed & paid for delivery,& collect from store on 2/11/on 7/11,got text saying it was on way to store,& to wait for 2nd text saying in store,no message,further chat online they said item had been returned to them? We are now at the stage you see on the chat service. very poor,will never order again.”
“Absolute disgrace, horrible customer service. Parcel never arrived. Replaced to collect from store this time, never arrived, wrote to their complaint department, no response. Ordered since 9 of October till now no parcel no refund. No one knows what is going on in there. An absolute disgrace Sir Peter Macnab, please review your customer service a lot needs to be done. You have lost me and it always start with 1 then comes 2,3,4 and you find yourself in administration.”
“My parcel did not arrive. It was sent back to the warehouse. I asked superdrug on Facebook what had happened as I was not updated. The replies were ridiculously slow and when I was asked the question whether I wanted a refund or the parcel sent back to me I said I wanted it sent back (this conversation occurred twice). My request was ignored and I was sent a refund. There was complete confusion and my issue was not resolved. The conversation was relatively friendly but I was mostly ignored.”
“I ordered online but my some of the setting sprays leaked into the box and the paper packaging.
I contacted customer service online chat (due to COVID)to a person called Isabella
Who couldn’t grasp what I was saying.
She Kept saying to me send her pictures of the damaged box I mentioned the liquid that spilled dried out as I contacted them almost 24hrs later
Said unable to do anything also said to me that I should send her the damaged box pictures at a later date.
The most terrible disgusting service.
I will never buy from Superdrug again”
“I have bought a King C. Gillette Cordless Men's Beard Trimmer Kit on the 22/09/2020 and I have paid £19.99, the product was never delivered to my home, I have contacted the Superdrug customer service via chat and they said my order was lost (order n
096781110) then they sent me another order (order n
096960132) on the 05/10/2020, however, this order also was never delivered when I went to check they said the order was cancelled and didn't explain to me why. They said my money would be returned to my credit card, however, I have to contact them more than 5 times now and I'm still waiting. Sometimes when I contact them via chat they just end the chat without giving me an answer to why I'm still waiting for my money. All I want is my 19.99 pounds back, this is my money and I worked for it. This company don't respect people, I will never buy anything in their stores and I don't recommend them to anyone.”
“Today I went to Superdrug in Godalming with the intention of buying aftershave as a treat to myself on my birthday. I was very fortunate to be served by Megan* who was extremely knowledgeable about the aftershaves on the market today. Megan listened to me & understood which scents my nose would appreciate. Megan made suggestions which were absolutely spot on, after sniffing my way through a few of Megan’s selections I decided on ‘Paco Rabanne Million Lucky’ , it is light & fresh which is exactly what I was searching for. I also got a deal on the 100ml & got £5 on a super drug card. I am very grateful to be served by Megan as the choices made & knowledge of the products was extremely helpful & I purchased exactly what I wanted , we need more Megan’s in the world , Thankyou Megan.”
“What a shambles ordered something for my mum who live far away from me and put delivery address when order put through had my address 😡 so went on live chat and they said couldn’t talk to me only account holder well that’s me went round and round so had then to log out and pretend to be my mum then asked for address to be changed they said will put in a request but no guarantees WHAT ! I’m a very understanding person and I know with Covid and all that it’s different but come on anybody would thing I was stealing Crown Jewels and I paid for it on my own card good luck everyone. Oh and by the way I’ve bought loads of things from them before so they know who’s account it is must be employing idiots now.”
“I bought some goods online from superdrug via paypal costing more than £70. When they arrived they weren't what I wanted so I returned them instore (as their returns policy says you can) over a month later, despite repeated contacts with superdrug they have still not returned my money. Frankly I am very disappointed and will not be shopping with them in the future.”