BHS – Awful Customer Service & Theft!

On 21st April I placed an order with BHS online. The BHS website had a few offers on and I had a couple of discount codes that I used to order the following items – This information is copied from my order confirmation email and shows the prices of the items plus the discount I received.

DESCRIPTION QUANTITY SIZE COLOUR PRICE DISCOUNT
Supersoft Washable Hollowfibre Protector – Available For Mattress Or Pillows 2 king white £40.00 £21.77
Vintage Knit Throw – White 1 one size white £24.00 £13.07
White Legging with Bow 2 18-24 months white £12.00 £7.90
Brown Velcro Sandals 1 9 Brown £28.00 £15.24
SUBTOTAL: £104.00
TOTAL DISCOUNT: £57.98
DELIVERY CHARGE: £0.00
TOTAL: £46.02

I then received the following dispatch email on 22nd April. Again, the prices I had agreed to pay were quoted on this email.

We’ve just despatched the first part of your order and the following items are on their way to you:

DESCRIPTION QUANTITY SIZE COLOUR PRICE DISCOUNT
Brown Velcro Sandals 1 9 Brown £28.00 £22.42

Track your order 24 hours after it has been despatched for standard deliveries, visit http://www.hermes-europe.co.uk and enter your tracking number when prompted.

You can check the status of your order anytime at: http://www.BHS.co.uk/ebm_myaccount

The following items will be on their way shortly. We will email you again to let you know once they have been despatched.

DESCRIPTION QUANTITY SIZE COLOUR PRICE DISCOUNT
Supersoft Washable Hollowfibre Protector – Available For Mattress Or Pillows 2 king white £40.00 £21.77
Vintage Knit Throw – White 1 one size white £24.00 £13.07
White Legging with Bow 2 18-24 months white £12.00 £7.90

Order totals:

SUBTOTAL: £104.00
TOTAL DISCOUNT: £57.98
DELIVERY CHARGE: £0.00
TOTAL: £46.02

The sandals arrived a couple of days after dispatch and I then waited patiently for another email to confirm that the rest of the order had been dispatched. By 1st May, no further emails had been received so I checked my bank account and BHS online.

Both of which confirmed that I had been charged the following, purely for the sandals:

  • Subtotal: £28.00
  • Discounts: -£7.00
    • Voucher Codes Bonus Week 25% Off
  • Delivery: £3.95
  • Total: £24.95

This confirms that they have charged me £21 for the sandals plus a delivery charge. As you can see, I originally agreed to pay £12.76 for the sandals with no delivery charges.

On seeing this I telephoned BHS who informed me they had charged the correct amount – despite me having email proof to the contrary – AND the rest of the items were out of stock and so had been cancelled. I got quite angry on the phone and was given the Arcadia Group email address to complain to.

I wrote a complaint email that same evening, 1st May, and received an automated response to say that they would reply within 48 hours. I am still, on 8th May, waiting for a response.

As it stands, I have been charged £8.24 too much for the sandals plus the delivery charge. Also, as of today, everything else from the original order I placed is still in stock and available to order on the BHS website.

I have found out since placing the order that in BHS terms and conditions it states ‘The Discount cannot be used in conjunction with any other offer, discount or promotion.’ BHS will only let you use one discount code plus a free delivery code in any order, and other people online have had orders cancelled and received the following email –

‘Unfortunately we have had to cancel your order as it included more than one discount code, which under our terms and conditions cannot be used in conjunction with each other. Your refund should appear in your account within the next 3-4 working days’

However, the BHS website lets you input a Free Delivery code plus up to 3 other discount codes – most websites only allow one code to be input on each transaction.

Also, because BHS stated that the rest of my order would follow, the sandals had been used before I found out I had been overcharged so they are now unreturnable.

BHS should have cancelled my original order if I contravened their terms and conditions. Instead, they decided to cancel part of the order – lying about why they were cancelling it, and then charge me an inflated price for another item I had ordered. They are able to do this as the amoutn they had charged me is under the total amount I had agreed to when putting my payment details in online.

BHS have lied to me, stolen money from me and are not responding to the emails that I have sent. If I receive any information I will update the blog.

I feel that BHS owe me a refund of the amount they have overcharged me, or they need to charge me the full amount I agreed to and send the other items to me – as they are now in stock.

BHS cash

2 thoughts on “BHS – Awful Customer Service & Theft!

  1. I just found this after searching google for my elusive BHS order…
    what happened in the end? sounds awful!

    1. In the end we got our sandals for the price we should have and they refunded the rest. They maintained that it was my fault for using too many vouchers though…! I didn’t have the energy to update the blog post! Sorry! Thanks for reading x

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