*EDITED*Originally had 5 stars but dropping to 4, I've not had the most satisfying service experience but most of the blame lies on the delivery company, Hermes.Initially ordered next day delivery Friday 12/07, expecting delivery for Saturday 13/07. I work full time Mon-Fri, so I needed delivery for the weekend as I knew I would be in. Came to afternoon of 13/07, checked tracker and it stated to contact H&M Customer Services, which I did. Spoke with a friendly Advisor who stated that either 1. The delivery vehicle may have broke down or 2. The driver has rang in sick, and I may receive my order Sunday 14/07 or Monday 15/07. Not gonna lie, I didn't find this very helpful nor was I impressed since I ordered next day for a reason. I emailed their CS team and received a very quick response and refund for the delivery. Their CS team was really good and very quick in responding, so I won't fault them. However, came Monday 15/07 and I still didn't receive my order. Tuesday 16/07 came, and the tracker stated 'in delivery' still at 19:10. Realised though that I had received an attempted delivery note. Emailed their CS team again, requesting for delivery for after 18:30 so I can guarantee I would be in. CS team stated they can't request times. Again, I wasn't impressed with this as next day delivery was requested for a Saturday because I WOULD be in. My annoyance is more so with Hermes, however as H&M use them as their delivery service I won't give them full stars. I do believe more reliable drivers and vehicles are needed within the Sunderland area, for reasons above that I was provided for a no show on Saturday. Other than the terrible delivery service, the CS team were very fast and efficient, however may be do something about the delivery service.
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