H&M and Asos - still no refund

[NavyBerry]

I have returned my parcels (5) by hermes and royal mail to H&M and Asos ages ago. Def more than 2 weeks and haven't got a refund. Smth else sent on the same day has already been refunded by another shop. Anyone in the same boat? Do you think they are just overloaded or I'm in trouble? My mistake but I don't have shipping slips. My husband posted them 😓 but for 5 different parcels to get lost? That's unlikely right?

H and m didn't send me a refund email but it got refunded via Klarna . Asos was quick for me .
Have you got your receipts ? Call them and ask?

I will try to contact them today. I will update if it comes to any conclusion. Fingers crossed!

Hi I sent 3x asos and 1x H&M via hermes about 10 days ago. Asos took only a few days which is quicker than they used to be!

H&M I am still waiting for but a return sent prior to lockdown I remember took ages! Like several weeks

Suppose there is so much demand on services at the moment. As long as you have the reference for tracking you should be ok 😊 if it stays somewhere in transit too long perhaps contact in case it has been mislaid x

[quote NavyBerry]@moomincow how would they check what items in particular are being returned? I think I have got one tracking number for 2 parcels sent together to H&M by Hermes. Says they are still at the sorting depot. Very annoying. It was on 14 June that we sent them. [/quote]
I’m not sure, but the guy on the phone said he was logging onto the Hermes system and he saw the same tracking info as me.

I now have the Hermes app, so when I return something at the parcel shop i add the tracking number from the slip in the tracking section and add a description so I always have a record of it because those blue slips always go missing (and there’s no reference as to what company/item it is!)

I find Asos super quick. Sweaty Betty takes ages but they’re a much smaller company so kind of understandable.

emma6776. My return with Sweaty Betty took 2 months. I’d paid 2 out of 3 Klarna instalments by the time I got the refund.

Things are really slow at the moment with a lot of retailers. Clarks and M and S are taking ages to process refunds, and M and S sent me a cheque instead of refunding to my credit card which is a pain as now I have to bank the cheque and pay the money onto my credit card myself.

Debenhams used to be very slow but have upped their game recently.

@Ghostlyportrait

emma6776. My return with Sweaty Betty took 2 months. I’d paid 2 out of 3 Klarna instalments by the time I got the refund.

You can tell Klarna you've returned an item and they hold the payment

I had an issue recently with a parcel from Asos not arriving. I used the online chat thing and luckily they were able to tell me it hadn't actually left their warehouse. They offered refund or replacement, but said that if I went with a replacement, it was averaging 21 days to get sorted out at the moment. So I chose refund and re-ordered the stuff, which arrived the next day. I got a refund later. But there is definitely a delay at the moment, which they seem to be aware of.

I returned an order to Arket, which is a sister company of H&M, via Hermes on 2 June and have not received a refund yet. I am due a £119 refund, so quite a significant amount to be owed. I have emailed their customer services but not heard anything back yet.

I was going to return a Dorothy Perkins order via Hermes, but I think I will use Royal Mail instead, as you get a tracking number at the post office.

cloudscanlooklikesheep.Thanks. It took me till I got a notification from Klarna for the 3rd payment to notice that ‘report a problem’ option.

I got a refund from h&m yesterday from something I sent back about 3 weeks ago. Think they're just slow atm. Was planning to chase it up today!

Update. Asos - the refund was processed, I checked my online bank statement and there it was. Silly me. Sorry for complaints about them. They didn't send me any email/account update but I got the money. So issue closed. H&M - got 2 shipping slips out of 4. Phoned them today. Really easy and quick. They asked for details about orders and agreed to reimburse once I list all the returned items. I will do that carefully today. They were very nice on the phone. Hope we will come to the solution here. I did post everything carefully and have no intention to cheat on them. Just want my money back. It was £££. 🤞🤞🤞

@LilyRose88 very wise! Bettet use the normal post. Hermes are being ridiculous. I'm worried because I returned smth to Clarks and DR Martens and already got money back. Nothing from H&M.

I had to chase Next up for ages. Direct messaging on twitter was a joke! They took more than 24 hours to respond to each message. Phoning was a slow process but at least they call you back when you get to the front of the queue rather than you having to hang on the line for 40 minutes. I was due £260 back and I'm not convinced they even received the goods back (via good old Hermes) but offered me a refund anyway!
I find it strange the way Next refunds show on my credirt card - they put the refund back on the same date as the purchase was made which is odd. I suspect this is why they sometimes get overlooked.

Had notification that my refund will be made today. Not in account yet .

@CloudsCanLookLikeSheep feeling relieved as just seen your post about M&S refunds taking ages. I was starting to get concerned about a refund I'm waiting for from at least 3 weeks ago!

I'm not surprised they are taking longer but it's the reason I dislike shopping online - such a hassle!

I wonder how retailers are planning to cope with demand for online orders in the longer term if this becomes the 'new normal'?

Update. Just received a refund for 2 H&M parcels out of 4 posted on 12 June by Hermes. Finally! Feel relieved as it was the biggest expense. For the rest two I have shipping slips so should be covered.

[quote Richlyfruited]@CloudsCanLookLikeSheep feeling relieved as just seen your post about M&S refunds taking ages. I was starting to get concerned about a refund I'm waiting for from at least 3 weeks ago!

I'm not surprised they are taking longer but it's the reason I dislike shopping online - such a hassle!

I wonder how retailers are planning to cope with demand for online orders in the longer term if this becomes the 'new normal'?[/quote]
Klarna or Clearpay are your friend ( think M and S have clearpay) as you can delay the payment.. so if it's not for you and you return, you don't have to pay anything. Why do I know far too much about all this??!

That's really useful thanks @CloudsCanLookLikeSheep - kept seeing those options at the checkout but didn't know what they were!

Still nothing from M&S

Glad yours got sorted OP 👍

I waited nearly a month for my H&M refund.

I’m into the third week of waiting for my H&M refund. They received it 16 days ago. They say to contact them after 14 days, but this is proving impossible. No live chat, just the bots, no answer on the phone, FB page doesn’t allow messsages, and twitter account seems to be down.

My and other stories (Same group) return took a month. Have faith! I think they may be quarantining parcels on receipt to protect staff. Sure I read that somewhere!

I also returned some faulty ray bans and it took 6 weeks to get a refund x

@Amyheadache

My and other stories (Same group) return took a month. Have faith! I think they may be quarantining parcels on receipt to protect staff. Sure I read that somewhere!

I also returned some faulty ray bans and it took 6 weeks to get a refund x

I’d be quite happy to wait if that was the case, but that would be a PR positive so you think they’d be saying that, rather than telling you to get in touch after 14 days. Not much to be done though since they appear uncontactable, and as I paid by pp I can afford to give it another couple of weeks then let them sort it out. Refunds DO seem to be filtering through eventually though, so hopefully it is about keeping staff safe.

Update: I received an email from Arket saying they were going to refund me the £119 for the dresses that I had returned. The refund went straight back to my credit card, so it is definitely worth chasing them up if they don't refund you promptly. A few days later I received an email confirming that the returned items had now been received.

It does make me loathe to order from H&M or Arket again though, as they are so slow to refund. I might risk going into an actual shop next week to look at a few items that I have seen online, as their sizing is very hit and miss.