HEMA Reviews 

To announce our family expansion, we have ordered a photo puzzle through HEMA. Thursdays by e-mail confirmation that the puzzle can be picked up in Venlo on Friday morning. Unknowingly I went to Venlo during working hours to collect it. It turned out that our product was not delivered in Venlo. The customer service in Venlo apparently knew nothing about it. Once back home I called the general customer service to report this and ask where the puzzle is. It turned out that Venlo was already aware of the undelivered product in the morning, but they did not follow the internal procedure to resolve the problem immediately. From the general customer service it became clear that the puzzle was delivered in Rozenburg, two hours from Venlo. So much for the need of HEMA Venlo to take action on this if you already know about it. The general customer service indicated that the puzzle would be brought to Venlo by courier that same evening, so that our planned party on Saturday evening could take place without problems. We would be called on Saturday morning. Because we have not yet received a response from HEMA Venlo on Saturday at 11 am, we have again called customer service ourselves. After waiting 20 minutes we received the message that the puzzle was still in Rozenburg. This with the message that they had forgotten to give it to the courier, could not do anything else and we had to wait until Monday. All consequences of this were not taken into account, which meant that we had to find another alternative at our own expense. In short, nice and easy to saddle the customer without any solution. On Monday we were called by the HEMA back office with apologies for the way things were going. As a solution, the puzzle would be in HEMA Venlo for free on Wednesday (5 days later as planned) and we could also expect a nice gift as a gift. I picked up the puzzle as well as the present today (Wednesday). Emotional value cannot be expressed in money, but if a hug of EUR 8 should express how much HEMA regretted the course of, then that can be called very disappointing. You expect better from an organization like HEMA. And not even to start with the extra costs that we had to incur in order for the announcement to take place. It is a pity to mention how bad and in particular disappointing the quality, reliability and customer satisfaction of HEMA is. As a loyal HEMA customer, we would prefer to chose for organizations that can keep their agreements.

I would super appriciate if Hema could work on their ecological profile. I mentioned at the counter that it could be cool to maybe consider paper bags instead of plastic and the lady at the desk fired quite a rude response right back at me. I think that "cheep" stores like Hema have a huge responsibility to think at least a little bit about their production chain....and eco-education of their employees..

Rubbish chocolate.

Bought a bar of so-called Belgian chocolate in Hema yesterday for 80p. Threw half of it away. Tasted like vegetable fat chocolate - can buy much better chocolate for half the price in lidl. Rip off.

Very disappointed with the staff at the Bromley Glades shopping centre today (October 25th). My 12-year-old daughter and a friend bought a set of 4 white-board marker pens. They didn't get a receipt, but when they showed me the pack, it was obvious that they had bought Permanent markers,not at all suitable for use in lessons at school; they should have bought non-permanent ones. We all went back to the store to ask for a swop; the girl at the till recognised my daughter and her friend, but said, because they didn't have a receipt, she couldn't swop over the pens !!! I asked to see the store manager; the assistant went to the back room to find her, but then came back and said she was on her lunch-break and couldn't come out for some time. I pointed out that it was a simple case of swop a £3.50 pack of permanent markers, for a set of non-permanent markers; but the jobs-worth said without a till receipt, it couldn't be done ; i asked her which till she had served my daughter and said she could check through the sales from the previous hour or so - to which she said she had logged out from that till, and to do a simple swop would adversely affect stock figures. quite incredible !1 - i asked for the shop's telephone number, but was told they couldn't give me that, only the website !!! on theback of receipts it states "if you're not happy with your purchase, we'll happily take the item back". So much for that. Very annnoyed.

On Monday 30 september I saw a deal for yellow garden chairs on hema online (NL) shop, ordered 4 and it took til Thursday to receive the huge box, all damaged, dirty box, broken in all parts. Inside, four chairs were pushed into each other without any paper or wrapping between them and one chair completely broken ! And after calling the customer care, they asked me to either keep the three not broken ones or pay for the post to send them back! I would be refunded for the broken one of course. Poor service, poor handling the customer care(!) and terrific packing system! And they literally blame DHL for the damage. As if that package with no proper wrapping gets anywhere without being damaged. And even worse, they proudly do not bother to damage control and pick up the box themselves.

Ordered online a few items. Got notification of dispatch, followed by courier out for delivery text. I was home all day and got a sorry we missed you message but no card left. I rearranged delivery to a pick up location (nearest being 12 miles away), received a text confirming it's arrival, followed by daily reminders to collect... went all the way to the pick up location to find no parcel. After many emails and phonecalls to the company, two weeks passed and I followed up again and they confirmed the parcel lost! 40 days later I am still awaiting a refund...having had numerous emails saying 10 days, 15 days, 3 days for refund to be processed. I am confused and frustrated and will never buy from this company again!

Hema shop Victoria Shopping Centre in London. Around 17.30 hours 31/08/2019. Waited while the server (mixed race/black guy) chatted for ages to customer before me. No apology for keeping me waiting just snatched my shopping basket off me. Didn’t speak a word to me!! I had about 12 items which he just put in front of me. Had to ask for a bag. ‘20 pence’ were only words uttered. Literally threw my items into the bag and had the cheek to seem impatient with me!! As I walked away he apologised to customer behind me for her wait!! Horrible mannered young man. Poor customer service. (Think because I’m tattooed , pierced and blue hair that he maybe judged me? But who knows what issues he has!!)

Ordered a pretty big order- everything arrived, well packed in less than 48hours after I purchased ONLINE! I'm thrilled!!

Good value products and I like the shop in real life. However, I ordered some helium balloons online to spell out my son's name but it took them so long to put the order together that by the time they did, one of the letters was our of stock. They didn't contact me in advance to let me know - just emailed to say the order had shipped with one item missing. Obviously the rest of the helium letters are now useless but I didn't get the option to amend my order. Really annoying.

Called customer service to change delivery address, they said it cannot be changed anymore, but they tried to input the correct one anyway. Too bad my orders were still sent to the wrong address, and I cannot even change it via DHL website!
E-mails to customer service were not answered.

It's impossible to contact customer services. I received damaged goods and want to return them. However, I can only get the Claims form (which by the way you can't simply download online) by phoning customer services. You can't get through on the phone, impossible. I sent several emails which they say on their website, will be answered within 3 days. Not true. They don't answer your emails. So now I'm stuck. I can't send the articles back without a claims form. I can't get the claims form from customer services as they don't answer the phone or email.

Happy with my shopping experience here. Had everything I need when I first moved (in an organized way).

I love this shop and its a must visit every time I visit Bromley. Whenever I ask for help I find the staff very friendly, welcoming and knowledgeable. Something I wanted to buy on one occasion was out of stock, the only one was displayed and the man kindly reached up high to get it for me as it was on show on the wall. In no time at all and with a smile on his face he was happy to assist me. This customer service is amazing and sadly lost these days. I love seeing all the fun things they sell and the new additions. Its a great all round shop worth popping into. My kids and I love it. We only go in for a few things then come out with a bag or two. Wonderful shop with great staff!

Accidently ordered an extra item on a promotion, so I called them immediately to adjust the order. They removed the item but only partially refunded it (it hadn't even left the building!). I called them back so they could explain why. The customer service lady (Rita) basically ran me around in circles saying that the 3 for 2 promotion only applied to a single item code, so mixing up designs from the same promotion was not possible. I tested this on the HEMA website whilst on the phone, adding 3 different designs to the basket, and the system immediately applied the promotion. Despite explaining to her that she was directly contradicting the promotion's automated calculator, she refused to acknowledge that she was incorrect about how their promotions worked. An insane conversation! Reading the reviews here, I now understand that it is a deliberate tactic to avoid paying refunds. Be extremely wary if you plan to purchase from them!

This shop sells worst quality notebooks and they are such a rip off. Literally all the pages are coming off from the notebook.

No goods received, emails ignored, number invalid, money taken
Finally spoke to a lady called Lolita who after a weeks worth of calls refunded my money. Initially was given an invalid tracking ID, parcel was never received and couldn’t replace order as items no longer available.

Avoid HEMA, the customer service lied to me, refuse to answer emails and collect the rubbish which was miss sold to me. I think the HEMA staff are not very pleasant or competent at anything other than giving lies and excuses. A rip off with no contact to complain to except the very unprofessional and lazy staff. SCAMMERS

ABSOLUTELY APPALLING SERVICE!!!
We ordered a 160x200 mattress which was for a Saturday delivery. Saturday comes and the mattress is not delivered, we then find out (without ANY communication) that the delivery will take place Monday.
Mattress is delivered on Monday, we open it up and it's the wrong size!! We checked our order and we ordered the correct size.
So we phone the customer care line who is completely uninterested in helping us and they tell us they will try have a mattress delivered Wednesday (not one apology for their mistake!!) and they tell us we will receive an email with a tracking number. It's now Wednesday, i have taken the day off work to accept delivery, yet no email and no correspondence. We've been calling all week to find out when the new mattress will be delivered, without any answer. All we get told is 'we don't know'. Today is Wednesday, delivery day, three phone calls to Hema only to be told that DHL has lots of emails and they never saw ours so they will get to us when they can and that they cannot confirm a delivery date for me... now I have to wait because DHL is busy?
How do you as a company have no control over your own product?? YOU delivered the wrong item and have done NOTHING to help and rectify the issue!!!
This is the worst service I have ever received and I will never support this company again!!!

I bought the new HEMA x1 went through all the updates ,cloud etc thinking it was all set up for my trip to Victorian high country went in thru Jindabyne to native dog flat .HEMA struggled to locate this , the HEMA unit just did not want to go the logical routes.struggled on for next couple of days seeking to go the long way everywhere. Some one suggested maybe the off-road option may not be turned on! I hadn't considered this as the HEMA is sold as a off road navigator . Sure enough in a sub menu in settings the off road option was OFF. This option should have been on of the ist things you see when it's 1 st turned on not buried ,and once turned on would most people never turn it off ? At least put it up on settings list easy to find.

bought a few items online and then emailed them asking about their return process. After a week, I still had no reply and after browsing their website it dawned on me that they want to charge you £4 if you wish to return something, calling a refund fee. I decided the items I wanted to return are too cheap to even bother with that and I unpackaged my items. Only then did I find out that half of my xmas baubles were broken and shattered glass filled my box. I sent them another email with pictures detailing the extent of the damage and asking for a refund for the broken goods. I then finally got an answer from Stephan (does anyone else work there?) saying to confirm my address for them to arrange for DHL to collect my items that I wished to return and that they would refund me £4.28 for the price of the broken baubles minus £4 their refund fee. I saw red. They apparently are not aware of customer rights and right to a full refund if items delivered are NOT of satisfactory condition. I emailed them back and they had the audacity to ignore me even further. Wrote on their social media pages, nothing. Will most def be taking them to a small claims court cause I hate for companies to gain their money over petty things like that. Utterly disgraceful business and disgusting company. Feel so awful for saying how lovely their things are and urging friends and family to give them a go. So sorry people! I stand corrected.