Review Time
Struggling to reach customer support? Good luck. The automated response system is completely ineffective. After navigating through its endless questions, it simply disconnects the call. This occurred twice. I then tried the live chat option, but 'live' seems misleading. The representative took an eternity to reply to my questions. Additionally, the chat feature on the website obscures your messages as you type. When I requested an email address to discuss the inadequate contact methods, I was informed that none exists. It's clear they prefer to avoid customer communication and are only interested in making sales. Very disappointing service.
Missing Parts, Health Issues & Denied Refund – My Worst Experience Ever I ordered a Christmas tree from a retailer, and this has turned out to be one of the most frustrating and draining customer service experiences I've faced in the UK. I was supposed to pick up my order on 30 December, but upon arrival, the item was “not ready.” I had to pay for transportation again on 31 December just to finally get it. After working long hours over New Year, I opened the package on 2 January only to find that the tree stand/legs were completely missing. Additionally, the artificial snow ruined my jacket and triggered a severe allergic reaction – sneezing, irritated eyes, and difficulty breathing. As someone with allergies and hay fever, this was genuinely alarming. I reached out to the customer service team and was instructed to return the tree to the store. However, when I did, the store refused to accept the return despite the product being clearly faulty and incomplete. After spending hours on the phone with no assistance, I had no choice but to transport the tree back home at my own expense, totaling £49.65 for transport. The tree itself cost me £100. The product was not as described, lacked satisfactory quality, and was unsafe for me to use. Yet, the retailer has still refused to take responsibility. This entire ordeal has caused me stress, health issues, wasted time, and unnecessary financial loss. I am simply seeking a refund. This experience has completely shattered my trust in the retailer.
Shopping for Christmas gifts for our little grandsons was a wonderful experience. The variety available is impressive, and we could have easily bought more, but we showed some restraint! The staff members are all friendly and maintain a professional demeanor. They are consistently polite and go above and beyond to assist us, especially since we both have disabilities and often require help. The store is always tidy, and there's ample space to navigate between the order machines, which I appreciate as some are positioned lower for those in wheelchairs or shorter individuals like myself! The product quality is outstanding; I've never had to return anything in over three decades. A perfect score from me every time. Thank you!
Placing orders is incredibly straightforward and the site is user-friendly. The delivery is consistently prompt and effective, with regular updates via texts and emails, so you're always informed about your order's arrival. The delivery personnel are friendly as well. While some prices appear a bit steep compared to other options, overall, the experience is quite positive.
Extremely disappointing, I stayed home for a late afternoon delivery, only for the driver to show up, search through his van for 10 minutes, and then leave without delivering my parcel, followed by an email stating that they couldn't deliver today.
I am sharing my experience due to a very unsatisfactory delivery involving my nearly 92-year-old mother, who is frail, has limited mobility, and relies on a walker. On December 23, a new fridge/freezer was delivered to her home. The delivery team left the unpacked unit right in the middle of her small kitchen, expecting her to move it herself, despite her clear age and mobility challenges. Only after my mother insisted did they partially unpack the fridge/freezer and move it aside, but they left the kitchen floor cluttered with packaging, creating serious trip hazards for someone who struggles to walk and depends on a walker for safety. My mother understood that the delivery team couldn't take away her old fridge/freezer since she hadn't been able to defrost it beforehand. However, this was particularly distressing as she had paid for the removal service, and her inability to defrost was directly due to her age and frailty. I filed a formal complaint on December 23 (reference ENQ 202 512 491 56). While I received a generic reply stating the issue was being addressed internally, it did not adequately recognize the seriousness of the situation or the impact on a vulnerable elderly individual. Attempts to follow up via email were unsuccessful, as the provided address was a no-reply. Overall, this experience highlights a troubling lack of care and consideration for elderly and vulnerable customers, both during the delivery process and in the handling of complaints.
I wonder if any executives from the company have actually used the automated virtual chat assistant on the website or even tried calling the automated phone support? It was an utter waste of time; I ended up purchasing the £400 laptop from another seller after spending hours trying to figure out why my order wouldn’t go through. All my previous orders went through without any issues before Christmas. I will not be returning to this service in the future; they have permanently lost a customer today. The customer support has been the worst I have encountered when trying to resolve an issue.
I wouldn't even rate this company with a star due to their terrible service and customer experience. I ordered a clothing stand and it took two weeks for delivery. After numerous follow-ups, I was simply told to cancel the order for a refund. This reflects poorly on the reputation of the associated companies. I am incredibly disappointed and frustrated, especially since they claim to prioritize customer satisfaction but fail to deliver on that promise.
I attempted to place an order online several times, and each time, after my card payment was authorized, I received an error message stating, 'your order has failed to place.' I tried using different devices and cards, but the issue persisted. The support team was not very helpful, simply stating, 'it's a glitch, it happens sometimes.' Very reassuring - thanks!
My grandson was nearly injured due to this poorly constructed item. He shook it from the bottom (he's quite small) and it came undone. He fell down the stairs. He's just 10 months old. This is regarding a wooden extendable stairgate.
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