Hush poor customer service!!!

[Nearlyadoctor]

As a long term Hush customer who spends a fortune with them I am disgusted by the phone call I have just had with customer service.
I rang to query a strange refund amount on an order which I had used a £10 off £40 spend friend referral. I bought 3 items totalling over £150 and returned £129. The refund was £124.09 as apparently the £10 is pro rata over the whole order. ( This has never been the case previously) .
I said therefore if I knew there was an item I would definitely keep I was better to place 2 orders but that used more packaging etc, higher carbon footprint and the agent replied ‘ that’s not her problem’. Her suggestion was to make an order prior to the discount then send the whole order back and reorder using the discount , which would be even worse.

Hush obviously have no environmental conscience!!

That's bad :(. I also spend a lot there, but have now been waiting for a refund for a return which according to tracking they received over two weeks ago. I haven't had a reply from CS for three days now, and my first email asking about the refund generated a reply saying it had been refunded 5 days previously. Except it hadn't (and still hasn't), and I didn't receive a refund email either. No response since to an email disputing this. I'm getting very tired with their flakiness over refunds - their CS used to be great, but it seems to have gone downhill recently. I think anything further I buy will be via JL - which must be less profitable for them, but frankly I'd rather deal with JL and return items in person.

Post on Twitter.

Companies often take a lot of notice on what customers tweet as it can sully their reputation.

I think it makes sense if someone bought £40 worth of items exactly, then tried to return £30 worth to get the rest for free or heavily discounted.

However i think they are being a bit pedantic in your case as i doubt anyone would spend £150 initially to do the above. But it’s a tough one as you will only be keeping around £25 worth of product, so under the original £40 that would have actually qualified for the voucher.

I would probably ring them again and try with a different adviser, you might get someone nicer who will put the refund in anyway?

No hastings you’ve misunderstood the whole order was £279. I kept £150 of items and returned £129 worth of items. Also if someone spent £40 and returned £30 the discount code would be invalid as they hadn’t met minimum terms and conditions so would have to pay for the £10 they kept.

Or my wording of the issue wasn’t great!

M&S did much the same thing to me, Nearly. The offer was something like "Buy 2, get the 2nd one half price". I bought 3 - returned 1 & they spread the discount so my refund was less than expected. The sales assistant didn't understand why I complained & basically treated me as being a really bad annoying customer. I just returned the lot & bought the 2 again that I had wanted to keep - & got my discount that way. Bit stupid of M&S as they ended up with 3 returned items that had been tried on, instead of one.

I would Dave but don’t have a Twitter account.

Oh i see. In that case they are really being pedantic then as your £150 worth of goods would have qualified for the £10 off. I would ring them again and ask to be directly put through to management, or try another adviser who might put it through anyway

I had problems the other day with Hush and a £10 off £40 code they had advertised on their website, which was sent on to me as a 10% discount. This was not as advertised on the website, so i rang them , asked them to honour the £10 as per website referral, and was told they would do nothing! So I didn't bother placing an order with them. Would have been my first order,but wasn't impressed by their false advertising and rubbish customer service,so will shop elsewhere.

I think they're very shortsighted especially when you here things like that from Mad.

I remember a couple of years ago, near to Christmas I think people were posting their referral links on here ( on the Chrismas thread I think )as then there was no minimum order so most people ordered tights, chocolate or candles and it was costing them nothing and the person who posted got £10 to spend. Hush blamed it on the company ' Mention me' who are an outside contract saying the terms and conditions were incorrect and wouldn't honour any of the orders. They were very unpopular and pulled the referral scheme and that was when it went up to £30 minimum order - although now it's £40.

Or even hear !