My order was sent on the 6th July, but according to the tracking information was sent back to The Hut on the 10th July... The Hut did not inform me of the problem, and I only discovered the problem on checking the tracking information on the 27th July.
I first contacted The Hut on the 28th July. Throughout August I made contact via email, twitter and via their site AND HAVE STILL TO BE REFUNDED!!!
It all revolves around a mystery disclaimer form that I need to sign, to state I have not received the goods... Even though you can clearly see I have not received the goods by checking the tracking information. This form has yet to show up!
I know from previous experience, with a little bit of effort they can get this form to me. However the customer service is extremely unhelpful. I wonder if they actually read the messages.
I have contacted a consumer rights specialist and a pair of journalists regards advice. The first question from all parties was "Is the disclaimer form email / attachment going to your spam folder". The answer is definitely not.
I have exactly the same problem (the mystery disclaimer form) ongoing with Zavvi, who are also part of The Hut group. The email address I use for Zavvi is completely different (different server / different spam filter etc). So we know its not my email addresses.
I would advice anyone thinking of using The Hut or Zavvi to avoid their sites and shop somewhere else. The service I have received is unacceptable.
Marcelo Brigato Junior found this review useful
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