Review Time
1/5 — Items Missing & Claim Denied Without Evidence — £153.66 Lost
I am extremely disappointed with my recent experience ordering from the company. My order arrived missing items valued at £153.66, yet they have not provided any photographic proof that the items were delivered. Despite lacking any evidence of delivery, my claim was rejected, and they refused to issue a refund.
The customer service has been unhelpful and dismissive, insisting that the order was delivered without any supporting documentation. As a long-time customer, this treatment is unacceptable.
I am now £153.66 out of pocket with no items to show for it, and the company is refusing to accept responsibility. I will not be placing any further orders unless their delivery processes and customer service see significant improvements.
1/5 — Missing Items & Claim Denied — £153.66 Lost. I am extremely let down by my recent experience with the service. My order arrived without items valued at £153.66, yet they have not provided any photographic proof of delivery. Despite lacking evidence, my claim was rejected, and they refused to issue a refund. Customer support has been unhelpful and dismissive, insisting the order was delivered without any supporting evidence. As a long-time customer, this treatment is unacceptable. I am now £153.66 out of pocket with no items to show for it, and they are unwilling to take responsibility. I will not be using their service again unless there are significant improvements in delivery and customer support.
I rarely order online due to consistently poor service. I placed an order for next-day delivery, but it didn’t arrive until Tuesday instead of Friday, with no explanation or apology. When it finally arrived, the package was damaged, and I found an item was missing. Contacting customer support was impossible. It was a terrible experience. Part of the issue seems to be with the courier service, as the package looked tampered with. However, the responsibility still lies with the supplier.
I ordered two items for home delivery but received the wrong ones. After contacting customer support, they promised to send the correct items, but once again, they sent the wrong ones! I was given the option to either let them try again or return them to a store myself, which would cost me £5. I don’t understand why that’s my responsibility. They also informed me that to get a return label, I needed to email them. The customer support was unhelpful, merely reading from a script and unable to answer my questions. Plus, the voice recognition system when calling is useless. I will never order from them again.
I encountered an issue with an order meant for in-store collection. Part of it was collected, but the system showed everything as collected. I couldn’t visit the store for a few days. I tried calling the local store, but was redirected to another number that didn’t connect me to anyone. I eventually gave up and contacted customer support, which took three days to respond with a message saying they couldn’t assist and advised me to go to the store. This isn't my first bad experience; I will only shop here as a last resort.
I visited the store today looking for aftershave for a Christmas gift and was welcomed by a lovely staff member who was kind, knowledgeable, and very helpful. She assisted me in selecting items for my grandson. I will certainly return to shop at this location. Her exceptional service made my day.
I want to express my disappointment regarding an uncomfortable customer service experience at a specific branch. I approached a staff member who, unfortunately, did not represent the service well. Her English was unclear, and when I inquired about a product's price, she rudely told me to ask someone else. I was shocked by her impolite response. This level of service is far below what I expect. I kindly ask that this matter be addressed to prevent other customers from experiencing similar treatment.
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