Review Time
All aspects excellent with my new washing machine. The assistance provided was friendly and informative, and the purchase process was very efficient with prompt delivery. I managed to unpack and install it on my own, so I didn't need to inconvenience the delivery team.
I've been waiting several weeks for our TV to be fixed. During my recent calls to the support team regarding updates on tracking, I was initially informed that the parts would take a while and that the company would provide either an exchange or a voucher. However, when I called again today, I received no news about the exchange or voucher and was told that we are still waiting for the parts from the manufacturer. When I mentioned the previous information about the exchange or voucher, I was told it was incorrect due to the manufacturer's warranty. We just want this resolved, as the prolonged process and inconsistent communication are making it even more challenging.
**AVOID SOUTH RUISLIP AT ALL COSTS**
I just returned home after attempting to return a product purchased from a retailer. Upon entering, I was directed to the support desk for my return. There, I encountered a representative who, when I expressed my intention to return an item, responded with a dismissive 'why.' I clarified that we had changed our minds, which is an option stated on the retailer's return page. To reach this information, I had to answer several questions, leading to two options: return to the store or drop off at a designated location. Since I live nearby, I chose the first option, which is how I met this representative. He insisted that because the 'seal' was broken, it was considered part of the original packaging. However, the seal was still on the box, and he claimed it could not be returned due to this. Then he stated I would need to arrange for a pickup from home, which is not even an option listed on the website! His lack of knowledge about the return policy and consumer rights was evident. When I highlighted these issues, his tone became increasingly rude. He even opened the box, pulled out the original cable, and falsely claimed it was damaged. This was untrue, as the cable was brand new and unused. At this point, I requested to speak to a manager. He told me I needed to contact head office instead, but I insisted on speaking with the store manager who was nearby. I hoped for better customer service from the manager, who is supposed to lead the team and be knowledgeable about policies. After confirming his name, he had already been informed of my request to speak with him. However, he seemed unaware of the details regarding my interaction with the representative. Once I explained the situation, his demeanor changed, and he became rude, interrupting me as I spoke. Both he and the representative displayed a poor attitude, which has been noted in other reviews. After rudely stating that I couldn’t return the item in-store, even though I had the right to do so, he claimed he wouldn’t accept the return because he couldn’t resell it. This is not a customer issue, as consumer rights protect us in these cases. Even when I showed him the retailer's website and the return process, he admitted he wasn’t aware of it and refused to follow consumer rights. It's alarming that a store and its management seem to disregard clear return policies and consumer rights. Coupled with the rude customer service, I will not shop with this retailer again. Please be cautious; this store and its management appear to believe customers have no rights.
I needed a new vacuum cleaner to replace my old, heavy, and bulky model that had stopped working. I took it to a local store for recycling and was pleasantly surprised to receive a £10 voucher for my next purchase. Since I live in a small space, I didn’t need anything too large. After reading reviews and seeing my friend and relative use this model, I decided it was the right choice for me. It's lightweight, easy to assemble, and performs all the functions as advertised. I was thrilled with how well it cleaned carpets, rugs, and hard floors effortlessly. It glided over my thick rug with minimum suction and handled thinner carpets and hard surfaces with maximum suction. The crevice tool works effectively as well. Although I don’t have stairs, I appreciate that I can detach the main unit to clean dust from the curtain pole. I purchased it on sale for £129.99, used my voucher, and ended up paying £119.99. I also registered it for a 5-year warranty.
I encountered significant problems with the service after handing over my device in November. To summarize, my item was missing for a while; while I understand that such issues can occur, the lack of communication was very stressful and upsetting. I spent a lot of time trying to reach out for updates. I was without my device far longer than necessary. Finally, on December 31st, a representative reached out to apologize, and we had a lengthy conversation where I expressed my main concerns. He assured me that an apology would be provided in writing along with a monetary gesture as compensation, which I mentioned would help resolve my issue. However, as of January 14th, no one has contacted me to collect my bank details for this gesture. Once again, I've found myself having to chase them. It feels like a hollow promise rather than a genuine resolution. I'm extremely disappointed with the service; while they may repair items, the process is incredibly stressful, and communication is lacking. They were even informed of my anxiety issues! This service has truly let down a loyal customer.
If I could rate lower than one star, I would. On December 30, 2025, I ordered two phones online from a retailer due to their competitive pricing, expecting delivery to the local branch on January 2. The phones were not delivered, and there was no communication from the company. After a while, I waited, considering it was the holiday season, but days passed without any updates. I had paid in full, and the lack of communication was infuriating. I had to chase the issue myself through web chat, which felt like a waste of time. All I received were vague updates about the phones being on the way. More days went by with no information, and attempts to reach out were met with automated responses that led nowhere. Eventually, I managed to speak to a helpful representative who informed me that the phones had been lost in transit and would be resent. Two days later, my husband went to the branch to collect the replacement order, only to be met by an indifferent employee who wrongly accused us of already picking up one phone. After standing firm, they eventually located the reorder but then claimed they couldn't provide both phones because of their mistake. The rude manager added to our frustration by dismissively stating we'd have to contact head office. We received no apologies from either of them. This experience has left us determined never to purchase from this retailer again, and we will advise family and friends to avoid them as well. In my retail experience, I would never treat customers with such disdain. Although we eventually got the phones, they were handed to my husband without any care. In a competitive market, this company needs to seriously reevaluate its practices and staff training. I wish I had chosen a different retailer known for better customer service.
I've had a television for less than six months, and I've encountered an issue since the second month. It was sent for inspection for a week, but no fault was found, yet the problem persists. I've visited multiple times and spoken to three different managers, each offering conflicting solutions. One mentioned a refund in the form of a voucher, while another insisted I could not exchange it and that it needed to be sent for inspection again. The after-sales service has been extremely disappointing, and filing a complaint feels nearly impossible. I'm very unhappy with a TV that is still under six months old.
I ordered a cordless vacuum cleaner and was sent the incorrect model, which was £100 cheaper than what I had originally chosen. I contacted the support team on Friday morning, and the representative I spoke to was quite helpful. She assured me that a courier would deliver the correct item and pick up the wrong one, and that I would receive an email within 24 hours with the delivery information. When no email arrived by Saturday, I called again and was informed that it would actually take 24 to 48 hours, excluding weekends. I then received an email asking me to call them for more details. The representative I spoke to mentioned they were starting an "item lost in transit" investigation. I explained that the item wasn't lost; they had just sent the wrong one. He also stated it would take another 24 to 48 hours for any updates. Sensing trouble, I requested a refund instead of waiting for the correct item. He agreed and said it was noted. By Tuesday evening, I still hadn’t heard about the investigation, so I called again. The lady I spoke to was unaware of my refund request, as it hadn’t been recorded. She informed me that the case was with the "item lost in transit investigation" team, and I needed to wait for them to reach out. When I asked how long this might take, she couldn’t provide a timeline. I inquired about speaking to the investigation team, but she said I had to wait for them to contact me. I also asked if I could return the item to a store, but she said no. When I requested to speak to her manager, she said I could make an appointment in six days. Now, I have the wrong item and am out of pocket through no fault of my own, unable to communicate with anyone about my case, and with no clarity on how or when this will be resolved.
It was wonderful!! I received immediate attention when I needed it. I believe it was the floor manager who assisted me. He was incredibly helpful and charming, which led me to purchase a refrigerator. This experience has made me eager to buy everything I need from the service. I'm now excitedly awaiting the delivery of my new item. Additionally, arranging this with my amazing advisor was a breeze. I wish I had noted his name... I'll definitely return!
On Sunday evening, our TV made a loud bang and emitted a burning smell, rendering it unusable. We went online to select a new TV that was available for next-day collection. We expected to receive an email confirming that it was ready for pickup when the store opened, but that email never arrived. When I called customer service at noon to inquire about the situation, they simply told me to wait for the email. At 2 PM, I decided to visit the store to find out what was going on. The manager was fantastic in addressing the issue, but it turned out that my order had been canceled just as I arrived, as the store couldn't fulfill it on time. The manager informed me that my order was never on their collection list. After 25 minutes in the store, I had to make the purchase again and now I'm waiting to see if my refund comes through. I did manage to buy the item directly from the store, so while I give full credit to the manager for resolving the issue, the online customer service experience was very disappointing.
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