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“Never again ”

written by Jodiewaggoner on 02/07/2020

It seems to be a bad combination of customer service and delivery service. I ordered a Cricut Maker bundle and the Machine part of the order never arrived, this appears to be down to Hermes- it took 5 phone calls To Hobbycraft on different days for another to be sent out. Machine was then £81 cheaper so phoned Hobbycraft’s customer services to see if this discount could be honoured to which they said I would need to order a new one and return the old order. So that is what I did- all brand new and unopened in the same box, I returned the original order. Patiently awaiting my refund of £390 -a couple of weeks later I received a refund of £30.90! So I phoned the customer service team up to resolve the matter. After initially being told that I would receive my refund that day I got a call back in which I had to explain numerous times what had happened was told my refund would now take 7 working days. Those days came and went and so I phoned again, the customer service worker was fantastic this time and totally understood what had happened and told me his manager would authorise the rest of the refund by the end of the day. I still did not receive the refund, I thought with it being a Friday I would wait until Monday to follow it up. I then received a phone call from Hobbycraft On Sunday and was passed to a team leader and I can only explain the phone call like I was being questioned- I have been told so many times on the phone with Hobbycraft- telling me that they only received the tools back/ telling me that I had received the original machine and at one point in the phone call I was told that I would have to take up the issue with Hermes! I was incredibly frustrated and upset and remained nice on the phone (because let’s face it- life isn’t super easy for anyone right now) after over 15 minutes of trying to explain how I had retuned all the items together and did not receive the original machine - she sent the money back. This took 4 times being told I would get my refund back and over two weeks of phone calls. This caused a heck of a lot of stress and worry and feel the issue was dealt with terribly, so as you can imagine- I will not be ordering from Hobbycraft again which is sad because I used to absolutely love shopping with Hobby craft in store.