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★☆☆☆☆

“Worst service ever experienced”

written by IhateHouseOfBath on 12/01/2015

Ordered an Xmas present from the catalogue early December 2014. It was delivered by Hermes, smashed to bits. Called House Of Bath to arrange collection. No collection made. Phoned the next day to chase up, Hermes eventually collected the following day, 3 days after initial delivery.

Called House of Bath to arrange a replacement to be sent out, but they advised they cannot do this until they have received the returned item and processed my refund. I was very confused by this, and explained this was a Xmas present which would not be delivered in time now. They advised it can take up to 14 days to process a refund. They also advised there was no tracking function on returned items, so I decided not to order the replacement until the refund had been received.

On the 8th January 2015, having received no refund, I called them to see what was happening. They advised they / Hermes had lost the return item, so no refund had been processed. However, they did at this point agree to send out a replacement item, as long as I paid for it again, and they assured me they would refund the payment for the initial order within 24hrs. Feeling nervous about having any kind of dealings with them, I foolishly decided to take their word, and made another payment for the replacement item, and waited for the refund for the first order to hit my bank account.

The next day, I checked my bank account to see if the refund had come through. I was HORRIFIED to see that not only had they taken the payment for the replacement item (fair enough), they had not refunded me, but charged me again - so I have now paid 3 times for one item, which was finally delivered today, in the middle of January, undamaged.

I called them today to explain the situation, and they agreed they have overcharged me by debiting the payment 3 times from my account. I am awaiting a refund from them again.

If you are reading this House of Bath, please be assured I am contacting Watchdog, and if I do not receive the refund promised by the end of the week, I will also be contacting the Police.

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