Beauty & Well-being > Thehut
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Humm
Free UK & international delivery available across 500 luxury brands including fashion, beauty, home & garden, gifts, toys and more online at The Hut.
Website
thehut.com
Kim
"Customer Service is terrible "
Terrible customer service My order was delivered to the wrong door and it took 2 weeks for this company to get back to me They banned me from ordering here again I m not sure why as I genuinely wanted my order and it wasn t my fault that Royal Mail delivered my order outside a random house They gave no explanation as to why they ve banned me I m a bit confused really and just gutted with this whole experience in general
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Ahan
"Have ordered twice now wondering if the "
Have ordered twice now wondering if the first time I made a mistake No mistake on my part I chose the trainers I wanted both times however the trainers that have arrived are not the trainers in the pictures that the website shows Please be aware the pictures on the website are not accurate and you may end up with something completely different to what you want
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Chris
"Rubbish - avoid this company"
got sent a pair of trousers when i ordered a gillet The online chat is rubbish and then eventually the agent asks for loads of evidence and pictures to be uploaded when i explained what happened Then the system did not work so you need to email which they never reply too they charge you to return the item then I did not receive a refund so had to chase them up again online and they needed more evidence of the return which i had But alas you could not upload the picture receipts once again and crazy loop continues
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Kimberly
"Item arrived damaged"
Item arrived damaged even after 7 days I can t get hold of anyone to discuss next steps even though I was been promised 72hrs someone would be intouch Had to chase again and still nothing
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Dean
"My purchase came on time but "
My purchase came on time but unfortunately buckle was lose from belt I will ring customer services today For refund very disappointing
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MTeep
"Faulty item impossible returns "
To echo what has been written by a poster below If you receive a faulty item it s nigh on impossible to arrange a return or exchange It s been over 3 weeks of messaging back and forth I ordered and received my Coach bag about a month ago it s arrived with the leather sealant peeling at the front The Hut offered a 15 partial refund I didn t think that was enough to warrant keeping and trying to fix the bag myself so I asked to return it As per below poster I have had numerous back and forth messages with customer service saying they d have a product specialist look over it for me before I can return They keep giving me the brush off and saying someone will contact but to no avail wait 3-5 days then wait 24hrs etc Unsure what steps to take next perhaps try chargeback through bank Shall consult consumer law lawyer friend Shall update Trustpilot feedback if matter is resolved
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Josh
"Total mess up "
Ordered a pair of jeans that were advertised size 34 34 When they came they were size 34 30 with labels attached saying 34 32 One pair of jeans 3 different sizes Clearly this is a huge mistake from the company I needed the item that day hence the next day delivery but was left without an item as had to send them back I asked them to send a new pair out the same day and they refused I was always going to return to wrong size pair as how could I wear them that short But instead of trusting me they refused to send a new pair out before receiving the wrong item back I understand they have a policy but sometimes a little common sense and decency is needed I told them I needed the item but they refused to help me As a result I won t be shopping there again
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Dan M
"Faulty item nightmare returns "
Ordered a few t-shirts one arrived with a mark which was clearly visible in the image I sent Was initially offered 5 credit to keep it which I declined They don t seem to have anyway of returning a product and the image has to be viewed by a product specialist who will authorise a return within 5-7 working days ONLY then will there be a chance of a return They won t acknowledge the mark without a specialist confirming the issue but have already done so because they offered 5 credit to keep the top Best of luck to anyone who receives a faulty product
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TN
"Order is fine but returns is a nightmare "
My Order clothing set arrived fine but I had to return one of my items as it did not fit me This is where the nightmare begins I had to arrange my own delivery and spent quite a bit of money Good thing I used a courier with tracking and it was updated as delivered with photo proof BUT no updates and no refunds from The Hut I emailed them and they are repeatedly telling me that they did not find or process my item in the warehouse This is the first time I ve experienced such a thing It s almost 2 weeks and the latest update a few days ago is that they will do a manual search and scan There s no updates since Save yourself the hassle and order from other websites if you don t want to worry about returns and losing over 100 It seems like this happens quite often - just Google and you will see To The Hut please expedite this request and locate my return parcel if you are sincere about helping your customers I really don t want to have to go to my credit card company to ask for a charge back or even report this to Small Claims court It does not make sense when your customer has tracking proof photo of delivery and your team is denying receiving our items We should not bear the responsibility and financial costs of your inefficient processes
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Dave
"Not the best service send the wrong "
Not the best service send the wrong size items then blame the buyer Item returned lets see how long the refund takes Also bought the item again and taken photo evidence so they cant blame the buyer again
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