Review Time
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.
I am very dissatisfied with my experience at the store. I bought an item specifically because it clearly stated it would be delivered to the location on 22nd December after 5 p.m. There was no email or notification about any delay or change to this delivery date. When I arrived at the location on the 22nd, I was informed that the item was not there. There was no update whatsoever—the tracking information doesn’t even indicate that the item was dispatched. After a long and frustrating wait on the phone, I was finally told that delivery could take three to four working days, which completely contradicts what was stated at the time of purchase. This was not presented as an estimated delivery date online. It clearly stated 22nd December after 5 p.m., with no mention of possible delays. In my view, this is misleading advertising, especially during the holiday season. The advertised delivery date leads customers to believe items will arrive before Christmas, when that is clearly not the case. I also requested to cancel the order once I learned of the delay and was told it was too late to cancel, despite the item not being delivered, not dispatched, and with no clear tracking updates. Had I known the item would not arrive on the 22nd, I would have purchased it elsewhere. This experience has been a total letdown, and I feel misled as a customer. - EDITED TO ADD- The response from the store seems to be just for show; they haven't attempted to reply to my messages and appear only interested in demonstrating to future customers that they are trying to address issues. Very disappointing.
I picked up a mobile phone intended as a gift. The company affixed a large collection label with my personal information right on the front of the retail box. When I tried to remove it, it tore the printed design on the box. Now, the box appears damaged and used, making it inappropriate as a gift. This is very poor treatment of a high-end product.
We placed an order for a new tumble dryer on 11 December with an expected delivery on the 12th. After waiting for about an hour past the scheduled delivery time, we saw that the tracker updated to a new delivery date of the 18th. There was no notification via text, call, or email regarding this change. I attempted to reach customer service but was on hold for 45 minutes, only for the call to disconnect before I could speak to anyone. With a scheduled c-section for our twins on 17 December, my father took a day off on the 18th to receive the dryer. Unfortunately, we were not given a specific delivery time for that day, yet he waited all day, and the dryer never arrived. Checking the tracker after the 18th revealed that the order was marked as cancelled, again without any notification. To this day, we have received no explanation, no refund, and have wasted too much time trying to figure out what went wrong instead of preparing for our new arrivals.
I recently purchased a 48-inch TV and a washing machine. The staff were outstanding and very accommodating. The price was lower than I anticipated, which was a nice surprise. I rated it three stars mainly due to the extremely poor advertisements. It's a bit frustrating because the TV turns off immediately when I hit the off button during those ads.
I recently bought a laptop for £1899 that was delivered the next day as a Christmas gift for my daughter. However, when I powered it on, it didn’t work. I checked the company's website about returns and saw that non-large items could be returned in-store for an exchange or refund. When I took it to the store the next day, I was informed that I couldn’t return it there and had to arrange for a courier pickup instead. I started the returns process online and waited for an email from the courier, but received a message requesting more information. Later, I spent nearly three hours on the phone being transferred from one representative to another without resolution. Eventually, someone arranged a DPD collection and assured me that I would receive my exchange in 3-4 days, just in time for Christmas. However, when I followed up today, I was told it could take up to 14 days for the exchange. I requested to cancel the exchange for a refund so I could purchase elsewhere before Christmas, but I was incorrectly told that I couldn’t convert an exchange into a refund. I contacted my bank, who mentioned that this is a common issue with the company. I've bought most of my electronics from them over the years, and this has been the worst customer service experience I've encountered. It’s puzzling how I can order and receive a laptop the next day, but a faulty one takes weeks to replace. I will not be purchasing from them again; despite not being the cheapest, I expected better service from an established company. HOW WRONG I WAS. AVOID AT ALL COSTS.
I ordered a gaming laptop for my son's birthday in September, and the company assured me it would arrive a week early. Sadly, the laptop was lost by the courier, and I never received it. When I reached out to customer service, the representative misled me, claiming the laptop wasn't lost and that it was being shipped directly from the manufacturer, promising it would arrive on time. However, the day before the birthday, with no delivery, I had no option but to buy a more expensive laptop in-store, as there was only one available. I filed a claim to report the lost item and requested a refund. I was told someone would contact me within 1-2 business days, but I never heard back. Over a month passed without a refund, and I ended up incurring interest charges on my credit card balance. Due to their failure to comply with the Consumer Rights Act regarding refunds, I initiated a chargeback through my credit card provider. The company is now disputing this chargeback, despite their inability to resolve the issue or provide a refund. I will NEVER shop here again. I've had positive experiences in the past, but they clearly can't be trusted when problems arise. I strongly advise anyone considering a purchase to use a credit card, as you'll have better chances of getting a refund through a chargeback if they fail to fulfill your order. I do not recommend this company.
The representative who assisted us ensured we obtained exactly what we needed, providing the right cleaner and even securing some promotional batteries. They also offered help with our items to the car. Their support was incredibly helpful.
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