Hollister レビュー 972

Tracked item was supposed to arrive 8 days ago, we had a time and day from Royal Mail. It did not arrive. I have been trying to sort this out ever since as my autistic daughter is distraught over it.I have contacted them multiple times and been promised a new package (still hasn't even left the warehouse 4 days later) but still nothing actually done to help. They are clearly just waiting for Royal Mail to have to refund them before anything is done and lying through their teeth to make me wait. Awful, awful, awful.

Sent my return back with proof, but Hollister claimed they didn’t receive it. My account showed the items as returned, yet no refund was issued until I chased them repeatedly. Customers shouldn’t have to fight for their own money. Very stressful experience and no compensation offered.

4 star because the quality is good, and Hillister was one of my favorite company.
But lately, I don't know what happed to them, all the chlotes are oversized no more slim and core fit clothes, the new designer must be fat there is no logical explanation why make oly clothes for oversized people, like encouraging obesity... Its a shame, RIP Hollister

Worst store ever

i love hollister, its my go to shop. but i am always let down with online customer service. just recently i ordered a pair of shorts and went to collect them in store and they had no proof of my order. i was told that the deliveries may be delayed and to phone up tomorrow. today i recieved an email saying that they are out of stock and they will not offer me a refund until seven days. they are still showing in stock on the online store.

Terrible customer experience - impossible to return an item bought in store!!
I had bought a pair of jeans in Cardiff - instore.
These jeans do not fit as well as I thought when tried on again at home.
There is NO option to return by post to a UK store ONLY to Ohio, US!! I am not shipping a pair of jeans to a US store when there are UK stores.
The only way I found this out was when I had to go on hold for a long time and speak to someone who clearly didn't understand me initially and then finally could help by sharing an address in the US for me to post these jeans.
I asked if I can post to a UK store to get a refund, and the answer was no, as I bought instore.
This is totally unacceptable, as I am not sending back a pair of jeans and paying postage to the US - this is costly and timely of my time and also postage time.
PLEASE REVIEW your INSTORE returns policy Hollister - very disappointing!!

£5 to return 1 item. Absolutely scandalous.

Absolutely disgusted! Purchased a single t-shirt for £15 which was expensive to begin with. But after the material was super thin and I wanted to return absolutely shocked and disgusted to find a £5 FEE applied to this!

Will NEVER shop Hollister or associated brands again!!!!

Vorsicht mit den Urinal-Klebebeutel.
Ich habe jetzt den 3 undichten Beutel. Sehr unangenehm wenn man plötzlich nass ist. Heute morgen war das ganzen Bett nass, das geht gar nicht.
Beutel Nr 59400 Lot 5G282.
Schreibt Hollister!

0 Stars. Absolutely disgusting. Daylight robbery! Purchased a jumper for £40 paid £45.95 in total with delivery. Received- didn’t like it on me. Went back online to return and oh my goodness. I would only receive £30 if I wanted it paid back to original payment method. Or a full refund if I wanted a gift card that I would have to spend at Hollister! I am completely outraged. How and why do they think this is acceptable?! If only I had read trust pilot before ordering with them online. I will never ever take the chance with ordering from them again.

Bought for tops for £19.96 as part of a promotion with free shipping.
Needed to return items but was told i would only get £9.96 back as its £5 to send and £5 to return.....
It was free delivery why on earth would i pay a £5 delivery that never existed.
AVOID AT ALL COSTS. DISGUSTING CUSTOMER SERVICE...!!!

Ordered some Xmas pjamas on line for store collection , as the store isn’t local to me and you have no idea when order may arrive , unfortunately I was not able to collect it in their very small 5 day window .
Tried to collect on day 6 as my account status said it’s awaiting collection only to be told no by a sales assistant and to rebuy in store and wait for an online refund , which I did .
12 days pass , my status still states order awaiting collection , customer services keep fobbing you off to wait till tomorrow, tomorrow comes and goes , CS say again to wait .
20 days later I get the refund finally .
I will not be ordering in line ever again and don’t recommend you do.

Very poor customer service and very poor rules. My 15yo daughter can shop in store without issue with her own bank cards yet cannot order online or collect from store unless 16+. Yet also my last 2 orders on her behalf have had issues which Hollister CS failed to resolve adequately. Order one before Xmas. Contacted CS on WhatsApp to ask deadline to collect and told
Friday. Arrived in store after a 1 hour journey on Wednesday to be told that online CS were wrong and it was the previous day. Showed the text and told sorry they are wrong. Then proceeds to receive the parcel and place it in front of me telling me to purchase again to take it and await a refund for the original purchase, I declined and left. You lose a sale.

Now post Christmas I again place an order to collect on my daughters behalf and take tha family to town to collect it costing me £10 in travel. We collect and return home to find wrong item in parcel. Now told to process an exchange. Asked if it could now be sent to my address as I am not laying again to travel to store when not my error and told no has to go to store or request a refund. How can this retailer still do so well with such poor CS

I initially attempted to return an item at a different Post Office, but the barcode provided was not accepted. I therefore contacted Hollister customer service and requested a QR code. Instead, I was sent another barcode. When I explained again that I specifically needed a QR code, I was told that, as a gesture of goodwill, I could keep the item and that a refund would be issued. However, shortly afterwards I received both an email and a WhatsApp message stating that I would not be receiving a refund, which directly contradicted what I had been told.
After two to three days with no refund received, I followed up and was told that the refund was on its way. I requested written confirmation, which was emailed to me. However, a full week later, I still had not received the refund.
I then spent 1 hour and 20 minutes on online chat, repeatedly explaining the situation. Despite sending five screenshots clearly showing the correct order number that was due to be refunded, the agent continually referred to a completely different and irrelevant order number (a replacement order). No progress was made.
I next tried WhatsApp support, which was equally ineffective. I again sent screenshots clearly highlighting the correct order number. Despite this, I received only repeated generic responses such as “I’m really sorry you feel this way” and continued references to incorrect order numbers. I explicitly asked for the messages to stop, yet they continued regardless.
I also attempted to resolve the issue by phone, but the agents I spoke to appeared unable to understand the situation and again referred to unrelated order numbers. At this point, I had lost all confidence in Hollister’s customer service.
As a result, I contacted my bank and issued a final email to Hollister giving an ultimatum. Only then did I finally receive my refund.
This entire experience demonstrates a complete lack of effective customer service, poor communication, and an inability to handle even a straightforward refund issue. Unfortunately, this has completely put me off shopping with Hollister in the future.
I hope this complaint is taken seriously and used to review and improve your customer service processes.

People I dealt with

Erieka
Melody
Josselyn
Juan
Rionnice
Alliah
Wendell
Ailyn

My daughter ordered a T- shirt for me from Hollister order number 70072208191. My experience was not good. The T-shirt was floppy. It drapes and had an awful fit reveal details of my navel etc. The sizing was another issue. I usually wear XL and ordered XL but the XL I received was oversized and could go for XXL. The final straw came when we asked for refund we were told we can only get £12 out the £22 paid. I went to the reviews and found that my experience was similar to the numerous previous review comments by others suggesting that the company quality improvement is not responsive enough.
My daughter argues that this may be one off issue because she bought a good quality Hollister dress from ASOS.

On line orders advertised as free returns .It isn't so £5 delivery and £5 return for nothing . Great way for someone not to order again . £10 for absolutely nothing .

If I could give zero stars and leave a review I would. A truly dreadful customer experience - one which I will never repeat and would urge others to be wary of.

I ordered an e-gift card as a birthday present on 3 December and selected delivery to the recipient's email 1 month later on 4 January. When it had still not been received on the morning of 5 January, I contacted Hollister customer service to query. Eventually, after multiple messages back and forth, I was assured by Jennie that all was well and the voucher had been resent. I was asked to wait 24-48hrs for the voucher to be received (in all my other experiences with other retailers, e-gift cards are almost always instant). I duly waited 48hrs. Still no voucher was received by 7 January (now some 3 days after the original confirmed delivery date).

I then contacted customer service again on 7 January via online chat and spoke to Mark. He advised me that there was a problem with payment - really?! Why has there never been any communication with me since my original order to advise me of this? Why does it take multiple customer service interactions on my part? I had a Paypal receipt for the purchase and sent Mark a copy.

He then advised "upon review, you still need to pay because it is still on hold. "On hold" means you have not been charged yet. The item will ship once the authorization hold is paid." That's not what my order & Paypal confirmation say, nor tracking on Hollister's website.

I asked what on earth that response meant, given I have used Paypal on countless occasions in the past with other retailers and have never had any similar issues.

I received this vague reply:
"After reviewing your account, we are unable to process your payment, so your order did not go through. Thank you for your patience as we investigate this matter. I will forward your information to one of our specialized teams who can provide further details. They will contact you via email within two to three business days. In the meantime, please let me know if you need assistance with anything else. Thank you for being a valued member of Hollister Co. We will reach out to you soon!"

Two to three further days for a further reply?! Come on Hollister, do better!! I don't feel "valued" per your chat sign off. At all.

Thanks for ruining a birthday gift which was organised and planned well in advance and which other retailers seem to be able to manage within minutes.

I won't be using Hollister ever again and will recommend others don't either. I don't have the time, energy or inclination.

It seems most of the online stores are being taken over by Chinese run companies who offer zero customer service. I think this should be investigated as it goes against UK consumer rights. I have waited weeks for an order to be dispatched and there is almost zero customer service unless I want to chat to a useless bot.

honestly where do i start, their clothes are so nice and fashionable but extremely pricy. Okay im willing to pay the price but i have waited mabye 3 months for their fur coat to come in stock in size xs/s. Winter is almost over and thats the coat i am certain on and they know they have so many interested customers wanting to purchase but yet keep it not in stock, im disappointed and annoyed i have waiting from october to now and no restock in my size

Extremely poor experience with this company. Daughter had a gift that i needed to exchange for a smaller size. Product full price in store on shelves, refused an exchange as was 31 days on receipt. Store manager still refused citing 'policy'. Ridiculous. Tried calling customer service number, poor experience as well. Person could speak very little English. Spent 20 useless minutes trying to explain the issue. Gave up. Most frustrating element was had the receipt been dated 2 days later, the extended Christmas period policy would have been available til end of January. I refuse to shop here again and suggest others also avoid!