Review Time
The delivery vehicle seemingly broke down en route, leaving me with no contact except for a message indicating the delivery was postponed by a week. I should be able to reschedule the delivery through the website, but it's not functioning. I called the support team twice to rearrange, only to be informed that the delivery slots won't be available until a specific time and that someone would return my call - I'm still waiting for both callbacks.
My experience with the service has been extremely disappointing. I’ve been waiting for a refund for 1.5 months, and they keep using the same “7–14 working days” excuse without any real updates. Instead of refunding my money, they tried to offer me a gift card, which is not usable elsewhere. It feels like customers are being unfairly treated, and their money is being withheld. This situation has caused me a lot of stress, and if it’s not resolved soon, I may have to consider legal action regarding their handling of the issue. I won't be purchasing from them again.
I had an extremely frustrating experience with this service. I purchased a £7 per month SIM-only plan for my son, but it never functioned properly, as he couldn't receive calls or texts. When I reached out through live chat, they attempted to resolve the issue with three new eSIMs, but to no avail. I was then directed to visit a physical location, where they tried three different physical SIMs, yet the problem persisted. They confirmed that my partner's SIM from another provider worked fine, indicating the issue was on their end, not with the device. Despite this, they failed to provide a solution. I contacted their complaints department with reference number 480239824, only to be told to wait longer. I expressed my concerns, emphasizing that I was paying for a service we weren't receiving and that my young son needed his phone for safety. Unfortunately, they dismissed my situation, insisting I would have to wait and warning that canceling could affect my credit rating. It felt as though they were holding customers hostage, even while breaching the contract. I am currently in the process of pursuing legal action in small claims court and reporting the matter to trading standards, along with sending a formal complaint to their headquarters. This has been the worst customer service experience I've encountered, and their support team behaved unprofessionally.
This has been the most frustrating customer service experience I've ever encountered. Only two representatives I've interacted with acknowledged the mishandling of my case, but they seem constrained by their procedures. Our item was returned on November 11th, but DPD mistakenly marked it as uncollectible. After following up with the company, they finally admitted the fault lies between DPD and themselves, promising a refund and compensation. However, we are still waiting nearly seven weeks later. I've made six phone calls totaling 176 minutes—almost three hours—and we have made no progress. Numerous promises of manager callbacks have been broken, and assurances of prioritizing my case have not been fulfilled; the agent confirmed today that it hasn’t even been escalated until now. To top it off, I was hung up on by one of the managers who did return my call. Being £80 short since November 11th, especially with Christmas approaching, is no small matter. While the agent today was polite and apologetic, I have lost all confidence in a resolution based on past promises. I've been asked once again to "please wait 3-4 working days for the escalation team to respond," despite the refund request being logged. For some reason, they cannot issue it. This experience has tainted all my previous interactions with the company, and I have decided I will never shop with them again.
I bought a laptop 4 months ago, and the battery has already degraded by 31%. A Windows report indicates a manufacturing defect. The service claims I'm not a consumer since I use it for work (I’m an employee, not a business!). I've been met with scripted responses for 2 weeks. They are denying my legal right to a refund under consumer protection laws. This is unacceptable!
I entered the store without much knowledge about surround systems. The representative provided invaluable help, and we are thrilled with our new system. The sound quality is fantastic, and the price was just right!
Ordering and paying with a gift card online was just as straightforward as using any other bank card. The platform allows you to compare up to 3 products side by side, making the decision process easy. When it came time to collect in-store, the process was incredibly smooth. I expected a longer wait since it was the Monday before Christmas, but I was pleasantly surprised when a young representative professionally wheeled my Tumble Dryer down from the store. He was polite and engaged in a genuine conversation rather than following a scripted interaction. Overall, my experience was impeccable, providing a fantastic shopping journey from beginning to end.
I typically shop online, but when I want to explore tech in person, this store is my top choice. I appreciate the store's layout, which creates a pleasant atmosphere and provides clear guidance on where to find everything. 👍
To summarize the situation, following my previous message from December 22, 2025, our son's only Christmas gift, his new smartphone, was stolen by a delivery driver affiliated with the service. We are now ensuring that law enforcement thoroughly investigates this matter, as the individual has reportedly admitted to the theft. We intend to pursue this through the courts to seek appropriate consequences for this theft. The response from the company has been frustratingly inadequate, as we have only received automated acknowledgments and no real human contact. They further insulted us by offering a minimal voucher as compensation for an incident that has deprived our son of his Christmas present. As of now, he remains unaware of this unfortunate event, and we had hoped the company would take significant steps to address this distressing situation. The lack of effective customer support has been incredibly disappointing, considering the phone was stolen on November 27, 2025, and we still have not received a resolution. We are now preparing to seek legal action against both the company and the delivery service for substantial compensation, as this incident has severely impacted our family’s Christmas. My partner has been deeply affected, experiencing stress and health issues due to this ordeal. Thank you for ruining our son's holiday this year, especially after his hard work and achievements in school and sports.
Unacceptable service and poor handling by a problematic company. Upon arriving at their location, I experienced dreadful service and clear disregard from staff who were supposed to assist, as indicated by their uniforms. When I sought help from one staff member, he provided some assistance and informed me that other branches had the products in stock but I would need to place an order online for collection or delivery at my convenience. I proceeded to place an order, believing the item was available and I could pick it up in time for Christmas. However, when I called this morning, I was told they could not confirm when it would arrive and that canceling the order was not an option. This means they will hold my money until the 27th, and I will have to wait for the item to arrive at the store before requesting a refund. My last experience with this company was in 2018, and I have no intention of returning after this level of service and lack of empathy. Thank you for ruining my Christmas.
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