Review Time
I have never encountered customer service this shockingly poor. I placed an order with the company on 1st December 2025 for £699, but they sent me the incorrect item. When I reached out to the support team, I was informed that I could exchange it — instead, they refunded me without my permission onto a gift card. The service at the Reading location is the worst. Now, the correct item is listed at £999, which means I am expected to pay an additional £300 due to their error. The live chat was even more frustrating. I provided all my information — name, address, phone number — multiple times, yet the representative kept requesting the same details over and over, disregarding my explanation about having anxiety. This led to significant mental stress and made the entire ordeal unbearable. The customer support offered is unhelpful, unprofessional, and shows no regard for customers’ rights or mental well-being. I would not recommend this service to anyone — the stress, wasted time, and lost money have been truly unbelievable. Avoid it at all costs.
Extremely disappointing experience with a lost tablet. I ordered two tablets from the company, but only one was delivered; the other has been marked as lost by their delivery partner. Although I paid in full, during a chat with a representative, I was informed that the case had been 'escalated' and that I would need to wait 7–14 working days for a resolution. As this is a Christmas gift, that timeline may extend right up to (or beyond) the holiday. I expressed that this was unacceptable and requested alternatives, such as sending a replacement tablet immediately via expedited delivery or allowing me to pick one up from a nearby store. I received the same generic response that 'this is the standard process' and that even a manager would not provide different information. The item was lost by the company’s chosen courier, not due to any error on my part, yet I am left to bear all the risk and inconvenience. The entire experience feels inflexible, unempathetic, and far from focused on customer satisfaction. I am currently waiting, out of pocket, hoping the company acts swiftly – ideally by providing a replacement in time for Christmas along with some form of goodwill gesture for the trouble.
I have encountered one of the worst customer service experiences imaginable. I placed an order totaling £1,058 using a gift card, and the funds were deducted immediately — yet I never received an order confirmation, the product, or any meaningful updates. For several days, I reached out to the support team multiple times, only to receive the same scripted replies: “We’ve escalated it to the team,” or “Your funds are secure.” No one actually resolved my issue. I spoke with several representatives, and one call even ended with the agent abruptly disconnecting. Despite providing all necessary details, case numbers, and evidence, I remain without my order and without a refund, while the company continues to offer empty reassurances and no real solutions. This has caused me significant stress and frustration, and it’s appalling that a company of this size can mishandle a customer's funds so carelessly. Honestly, this situation has shattered my trust in the company. I would strongly recommend that others exercise caution — particularly when making substantial purchases or using gift cards. Customer service has been woefully inadequate, unhelpful, and completely unable to deliver a clear resolution. I also visited a physical store, where the staff contacted online customer service on my behalf, but we received no response. I waited nearly two hours and was assured that the issue would be resolved, yet I am still waiting.
The order was a gift I specifically selected for someone special, and the delay has not only caused inconvenience but also disappointment, as I had hoped to have it ready in time. This situation has been incredibly frustrating, especially after being promised that the matter would be handled. I would greatly appreciate it if someone could urgently investigate this and provide a clear update as soon as possible.
I bought a charging device for my bedside to charge both my phone and watch and chose click and collect. The delivery took much longer than expected, and the in-store pickup was unsatisfactory due to unhelpful staff. A week later, the charger indicated it was charging, but the next morning it was under 50% charged. When I returned it to the store, they refused to process a refund or return, claiming it was charging. After explaining, they directed me to handle it online. I called the helpline and waited over 20 minutes, only to find the operator hard to understand due to it being an international call center. The return was scheduled, but I still have to wait for the device to reach the warehouse and then another 3 to 5 days for the refund. Thankfully, it wasn't an expensive purchase. I will definitely reconsider my future purchases from the company, as it doesn't match the advertised experience.
If I could rate lower, I would! To summarize, the service was completely unacceptable! After allowing an elderly woman to buy an item despite her needing water from the manager, they took her money without a second thought, which felt highly unethical. Two weeks later, when she attempted to return it, she was denied. The staff were not friendly either. They handed us a leaflet, and things only got worse from there. I logged my first complaint, expecting a manager to call back within 24 hours, but I had to reach out to learn that the complaint was recorded incorrectly. A second complaint was submitted, requesting a manager call back. I can't even count how many times I've called to resolve this, only to be met with the same response about lacking a direct line to management. Six weeks and over 15 calls later, I was promised resolution by three different managers, yet nothing changed. Today, the store suggested they would provide camera footage to claim we admitted to using the item, essentially trying to intimidate us. It's absurd because I was present and clearly stated that she struggled to lift it. The woman simply wanted to exchange the item for something more suitable and has been a loyal customer for years. Their lack of willingness to assist anyone but themselves, especially towards someone vulnerable, is shocking! When asked if someone accompanied her to the store, the irrelevant question of why he didn't mention it was unsuitable only adds to the frustration, especially since a staff member loaded it into the car. I will never shop there again! The customer service was horrific and a complete waste of time!
The service was absolutely outstanding from the new team member, who has only been with the company for a month! He handled everything effortlessly, and we're so thankful we chose to do our Christmas shopping with him instead of another representative, who seemed quite grumpy and uninterested. Thank you for your help, and happy holidays! Marc and Regina
Given the resources available to the company, it's surprising that their website functions so poorly. Update: The typical passive-aggressive response did not address the issue. This isn't just an opinion; it's a reflection of my experience. Since the website was still malfunctioning, I drove from one location to another, only to find they didn't have the item I needed, leading to further unnecessary trips. None of this should have been required. The feature to hide out-of-stock items has been malfunctioning for months, and now the local search function is also failing. It's incredibly frustrating when you simply want to purchase and pick up an item.
I received a notification that my items were ready for pickup at the store. When I arrived, the store was not busy, and the staff were just standing around, yet only one person was assisting customers at the counter. I waited in line for 15 minutes without any progress. When I inquired about the delay, I was told that the items had arrived and notifications had been sent out, but they couldn't find anyone's packages. It was incredibly disappointing, so I decided to leave instead of wasting more time in that queue. I'm seriously thinking about canceling my order and choosing a different retailer.
I visited the store to purchase a fridge freezer and a dryer, focusing on the fridge and freezer first to check for any delivery deals. When the representative entered the details, she applied a discount code, but I mentioned I couldn't use that one, so she removed it and used another that resulted in a slightly higher price. I found it odd that the initial quote was lower but ended up being more expensive. She explained that she couldn't adjust it further, claiming she'd get in trouble. This made me question why a lower price was presented if it couldn't be honored. Ultimately, I chose to order online, which turned out to be cheaper anyway. The delivery team was very courteous and helpful, but I would recommend avoiding the in-store experience. When I decided to leave, the representative just walked away!
We bought a TV in-store, paid in full, and were assured it would be ready for pickup within 7 days. After hearing nothing, I called the central number, only to be told there was no stock and I needed to contact the branch directly. They couldn’t transfer my call or provide a number since they don't have phones at the branch. So, I drove 30 minutes to the store, only to find out there was still no stock, no delivery date, and I could choose to spend an additional £200 on a different TV! I was told to just "wait and see" for availability. This service is appalling; they sold me a TV they didn’t have and had no clue when it would arrive. It feels greedy, unprofessional, and dishonest.
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