Anneliese G.

I put in an order with Iwoot on the 26th October, they took my money on the 27th October and my order was due for despatch on this date too.
I emailed them on the 31st October as my order still hadn't been dispatched, they replied and said that they'd contact
The relevant department and get back to me. I heard nothing from them so emailed them on the 2nd November
To ask what was happening. I was told that the relevant department hadn't yet been in touch but they had chased them again
To make sure they get an update from them.
I'd lost patience when I heard nothing again, so on the 4th November I emailed them again, this time I told them I was
Really getting annoyed and that I was going to give them 24 hours to cancel the order and issue a refund or I would take
Them to Trading Standards. This didn't work, they replied and said that the order was being processed and would be dispatched shortly.
I emailed them again on the 5th November to ask why I should be made to wait and just to let them know I will never ever order from them again. They told me that they had got in touch with the relevant department and it would be dispatched as soon as possible.
I emailed them again on the 9th November as I had heard nothing. I told them that because I had waited just over two
Weeks for my order to be dispatched, I wanted them to cancel it and issue a refund and again told them I would take them
To Trading Standards. I got a reply saying they couldn't cancel the order as it had been "pushed to the warehouse" but I would
Receive and email shortly to "explain how to return my goods once I had received them"
I then received an email from them with a returns form attached to it... saying "we've received your request for a return"
On the 10th November, I emailed them telling them I would happily return my goods if I had something to return. I also told them
That I would be making no more contact with them and wanted a full refund.
I got another email back telling me that I could cancel my order online, I tried this but it wouldn't let me.
I took advice from Trading Standards who told me that I was entitled to cancel my order within 30 days and the company
Also had 30 days to dispatch this order.
I sent them an email on 19th November telling them that I had taken legal advice and explained to them that I would
Give them until 25th November (This was when their 30 days was up) to cancel this order and issue a refund.
I got an email back a few days later to tell me I would shortly be issued a refund. I then received another email to tell me that
My order had been cancelled. I received my refund two days later.

I have ordered from IWoot in the past and have never had any problems but I will never order from them or any of their
Companies again and I will tell this to everybody. If I hadn't taken legal advice, I really do not think I would've got a refund. Also, It doesn't help that you cannot get to speak to the same person through emails and you cannot phone them either. When I went to Trading Standards, they told me that they were going to look more into this company.
Please remember that IWOOT is part of a group called "The Hut Group" who have numerous
Different websites:
My Protein
Coggles
HQ Hair
Probikekit
My Vitamins
The Hut
Look Fantastic
All Sole Footwear
Beauty Expert
Man Kind
IWOOT
My Bag
Zavvi
Preloved
Exante Diet
Mio