T&H problems

[Petar Milas]

I ordered a sample pack from T&H a couple a weeks ago, and i didn't receive a order confirmation because their website wouldn't confirm my credit card (visa electron, is not welcome in GB, although you can pay with it in some shops). But the problem came when i saw that the purchase has been made, and they have taken the money from my credit card, and i also found that i have a receipt of the purchase in my T&H account. so i sent them a couple of e-mails, but no answer... and no shipping notice has been sent, so i don't know do they even know that i made the purchase?

has anyone had similar problems? how can I contact them, because they don't answer my emails?

 

[kingfisher]

Can you find a phone number for them? I'm sure they will correct the problem when they become aware of it. Perhaps they have a huge backlog of e-mails to get through....?

 

[john parker]

Had a similar problem with several companies in the U.K. with my MasterCard because of the need to confirm through some other credit device. On my end it looked as though my order had not been approved. Each time I emailed the company I ordered the merchandise from, and then confirmed receipt of the order and payment, and delivered. But I certainly heard from each of them a lot sooner than a couple weeks. I would try emailing T&H, if you haven't. Good luck, John

 

[pauls51]

I think the next best way to get in contact with them would be to phone them.. Chances are, that as Christmas approaches they won't be paying much attention to email queries.

 

[T_M]

I tried to order the shaving cream & cologne sampler last week. After the order processed, I received an e-mail saying that item was back-ordered. The problem seems to be the cologne part - the US web site says they still have a lot of the shaving cream samples in stock.

Anyway, I've since sent two e-mails that have not been answered asking to switch to just the shave cream sampler. Also called twice today and only got voice mail on the customer service line. This seems to me like poor service for this level of retailer. They're one of the mythical "3Ts" right? I was expecting better actually.

------------T_M

 

[ChrisG]

The service is hit or miss in the US. I sometimes call and leave voicemails and never hear back. I called one day 4-5 times never had an answer. One day I called 3-4 times about an issue and had an answer every time immediately.

 

[T_M]

Just got a reply e-mail from T&H this morning and they said the cologne vials are back-ordered until late December. They do have the shaving cream samples in stock though, so I'm switching my order, and they'll refund the price difference.

It seems I got a response not from replying to the original "back-order" notification (as it suggested I should) but by e-mailing "[email protected]" directly, and referencing my order number. Anyone else thus affected may want to try the same.


--------T_M

 

[Petar Milas]

thanks for the advice, i also got the mail today from them, and they explained the whole thing... it seems that they didn't get the payment, though it looked ok from my side... even my bank thought the payment was ok, but they corrected the mistake today...

thanks for help guys...

 

[pjdatzil]

I have always had great customer service with T&H. Just call them and I'm sure they will be able to help you.