Mijn Klacht:
I am utterly shocked and appalled by the missing items policy HM has for its online orders that are either not delivered by DHL or some items from the orders are just simply missing ( which has happened a couple of times). I was today informed that since I have had issues with four orders from HM online , none of my missing items or undelivered packages would be refunded since I’ve somehow surpassed my refund quota which is beyond ridiculous. How can and should I be penalised for dhl ( notorious for poor service ) and HM warehouse workers making mistakes or maybe even intentionally omitting items from my orders . I spend thousands of euros annually buying almost exclusively from HM for the past three years and this is the treatment I received from their customer service ? This is by far the worst customer service I’ve ever experienced and what’s even reprehensible is the quota for disputes not of the customer’s doing . Why the hell are we being penalised and labelled as “scammers” after spending thousands due to an obvious issue with DHL and the warehouses ? I requested a refund for an item that HM themselves did not deliver and I’m penalised for that and can’t dispute any more orders due to their negligence and lack of customer service? This can’t be ethical or fair …I am considering just spending my hard earned money else where where I’m respected, valued , treated fairly and justly . Don’t get me started on the extremely rude , unprofessional and ill trained customer service . Just by reading the reviews, I am not the only victim and they don’t even bother responding or addressing the grievances below . What a poor way to deal with your customers, HM corporate should be ashamed that the very people who support the brand are treated like this .
I find this so called flag now placed on my account due to DHL and HM’s incompetence an unethical practice and utterly unprofessional and shameful.
I see that HM doesn’t even bother reading let alone responding to any complaints on any platform which displays their arrogance and non existent support for their clients .
I will escalate this matter as well as my poor experiences with some customer service agents to head office if needed .
Just read the tone in the agent’s responses and how he ends the chat that was initiated by myself as a client before I am able to pose further questions. Absolutely unprofessional and unacceptable behaviour.
Referentienummer: bkmwnj3nv5ebflirtovx2
Datum/Tijd:: 2024-07-29 11:32:27
Jouw chat overzicht
Hi, wat leuk dat je met ons hebt gechat, hieronder vind je een overzicht van het gesprek dat je had met onze Klantenservice medewerker. We wensen je een hele fijne dag! Met vriendelijke groeten, HM
Jij: English speakers pls
Hamp;M Chatbot: Hi. Ik ben HM’s handige chatbot. Ik kan je supersnel antwoorden geven op veelgestelde vragen of in contact brengen met één van mijn collega’s. Hoe kan ik je vandaag helpen?
Hamp;M Chatbot: I only speak Dutch right now but my colleagues can help you further in English, click below to speak to one of them.
Hamp;M Chatbot: Wil je dat ik kijk of er iemand beschikbaar is om mee te praten?
Jij: Ja, kijk of een agent beschikbaar is
Hamp;M Chatbot: Een ogenblik terwijl ik je verbind met een live chat agent.
Alan: Hi, je spreekt met Alan! Ik kijk even met je mee. Het is momenteel druk op de chat, en het kan dus iets langer duren. Bedankt voor je begrip!
Alan: Hi, what can i do for you?
Jij: hi, I’d like assistance with an item not included in an order I received
Jij: order no:xxxxxxxxxxxx the black linen pants
Jij: my dxxxxxxxxxxxxx
Alan: Thanks, just a moment
Alan:
Thank you for your patience. I checked your account, and I came to the conclusion that there were too many missing items. This means that this is the last time that we can book the items for you if something goes wrong, so I advise you to have online purchases delivered in the store or a DHL point from now on. If you order online purchases, and something goes wrong, it is at your own risk. I’d be happy to help you solve this order, but after this interaction, it’s not possible to refund missing items. thank you for understanding
Jij: I’m sorry , I’m confused…
Alan: What do you not understand? That way i know how to rephrase my sentence
Jij: What ordes are you referring to ? I’ve only been refunded for one order I had not received and there have been no the missing items I have been refunded for apart for the grey dress so what items are you referring to is my question ?
Alan: In your account in total there are 5 cases for missing deliveries, and with this case you also have 4 missing item cases in total
Jij: The last query was never addressed nor was I refunded for said items so I find your claim unfounded
Alan: this means no more missing parcels or missing items will be refunded, sadly this decision is final
Jij: Which items are these ? In other words I need to accept not receiving items I’ve paid for else they won’t be refunded ? This can’t be in any form fair or correct . I’d like to know which missing items you’re referring to …
Alan: I will let you know the dates of the cases created of you reaching out to us for missing items
Jij: Ok pls do …
Jij: Also please note that DHL at times claims to have delivered packages that have not been delivered at said address so why do I get penalised for this ?
Alan: The most recent one before this was 5th of july, then february 23 and One in December of last year, with this that makes a total of 4. for the missing parcels you had interactions with us on 24 july, juli 11 and 2 on december 8th, and one on 15 June 2023
Jij: I’ve placed so many orders without incident and when there’s an issue not of my fault, I’m
Alan: As stated above, the decision is final and will not be reversed
Jij: penalised ?
Alan: You can still place ordes with us, but please choose a DHL service point or HM store near you. If something goes wrong with a home-delivery, we will sadly not refund it
Jij: But that’s what I’ve done with the previous orders ? I’m flabbergasted by this
Alan: I see, however still the amount of cases as opposed to the amount of orders (percentage based) is too high and thus HM made the decision to no longer refund missing items or deliveries for you. I know that this might be frustrating but this decision is final. You will receive an email soon. I will close the chat now, I wish you a nice day nevertheless
Gewenste Oplossing:
I demand that that unfair scammer flag placed on my profile is removed and that they seriously review their refund policy for undelivered or missing items from packages carefully and most importantly, their customer service agents needs serious retraining on respect and professional conduct when corresponding with clients among many other issues they display when dealing with clients they are employed to serve .
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