I placed an order at the end of May for some holiday clothes, I'm away on the 21st June. After the expected 2-5 day delivery dates came and went without the delivery, I contacted the customer service team. I was promptly contacted by someone on the team and asked to complete and return a form relating to the undelivered items.
No major problems so far- I was a bit disappointed at the failure to deliver the items, but these things happen sometimes. Online companies are often the best at sorted out these problems or refunding quickly if necessary.
The form was a bit of a hassle, it has to be signed- so I completed it by hand, signed it, scanned it, and emailed it back on June 12th for expediency.
Since then I have had no contact from thehut at all, despite repeated requests- even just to acknowledge receipt of the form and tell me what the next steps are.
My holiday starts later this week, I will be out buying replacement items to take with me from other retailers. When will I receive my items / a refund? Absolutely no idea...
Overall I would say it's a terrible shame when retailers are let down by poor customer service. Their stuff might be good quality/value, but the area where they should have most control becomes their defining feature.
I won't ever buy from thehut again, and I would recommend anyone else to avoid also.
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