Russell A´s profile

Reviews (2)


Returns process needs improving

Excellent sales service, but the returns process needs attention.

I very rarely return items I've bought online, but when I do I expect the returns process to match the sales. Selling products at a competitive price, although is what creates the turnover, is only half the job. Handling returns is where the real customer service starts.

I've bought a good number of items from The Hut, and have been very pleased overall. Recently I've had need to return two items of clothing because the size and fit were not good.

I found the returns process difficult to get aquatinted with. The message centre was not intuitive to use for the first time, and return instructions were not clear. It took persistent effort to get to know the process and actually get things returned.

For example, I'm happy to email to get a return authorisation code, makes sense. But after that I just want to pack it up, send it off and get my account credited accordingly and promptly. They use the Collect+ service in local shops (which turns out to be very convenient) so you eventually get sent a returns label, but this needed my prompting. They do say pack items separately, but the returns form has lines for more than one item, so put both in the same package with paperwork and return numbers for both returns. Guess it's my fault that I've only had one refunded so now need to yet again have to make contact.

Having been through the process once hopefully I know what to do if needed again, but it's left me feeling uneasy.


Good service

I was recommended yanis by my partner who'd ordered a latex mattress topper. I ordered 2 latex pillows. The price was competitive, quality appears excellent, and arrived well packaged and as described. I'm quiet likely to reorder from them again in future.

Russell A´s profile

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Russell A
United Kingdom