Review Time
I had to wait almost 20 minutes to be attended to. There was no one available at the collection or repair counters, only a single person at the payment counter handling other matters, while several staff members were just standing around looking for sales opportunities. This is far from what I consider good customer service. I was only the sixth person in line. Eventually, two more staff members began assisting customers, and I was eventually seen. Additionally, for the item I needed to exchange, I received only a paper receipt instead of the email receipt I requested, leading to a rather disappointing experience. When I got home with the exchanged item, it appeared to have been opened and resealed, which worries me since it was a toothbrush. I will have to seriously reconsider using the service again.
I purchased a 43" TV on Saturday, 29th November, and it arrived quickly on Monday, 1st December. Since then, I've been trying to connect the TV to my router. The setup requires an account, which I've attempted to create multiple times since Monday. On several occasions, I was advised by the support team to return the TV to the store, which I ultimately did this evening. Unfortunately, the store was not very helpful, and I insisted on not taking the TV back since I traveled 35 miles to resolve the issue. Currently, I have no clarity on whether the problem will be fixed. The store has received 1,247 reviews, averaging 3.8 stars—not the worst, but certainly lacking in customer service quality.
I have had an extremely disappointing experience. I did not receive the product, and my £69.99 has not been refunded. The tracking indicates the product was delivered to me, but the photo does not match my location, and the individuals shown do not reside at my address. The package was sent to a different location. I will never consider this company again — I would prefer to pay more elsewhere than be a customer here.
I chose to visit my local store instead of shopping online because I wanted to see the laptops firsthand and receive guidance. This turned out to be an excellent choice. The store offered a nice variety of models on display, which allowed me to compare their size, weight, and screen quality. The sales representative was incredibly helpful and knowledgeable. He took the time to understand my needs and clearly explained the various processor and RAM options without using confusing jargon or pressuring me to purchase costly extras.
I visited the local branch and received assistance after hours from three staff members. My laptop was malfunctioning, and they not only fixed the issue but also found me a superior replacement on the same day, even after closing time. They went above and beyond to help me place the order. Truly remarkable service! I hope they receive the recognition they deserve.
I ordered a fridge freezer online and paid £40 for delivery, which included reversing the doors during installation. When the delivery team arrived, they refused to handle the doors and said that 'an expert' would come instead. Three days later, the so-called 'expert' showed up and was completely unqualified. He didn't know how to remove the doors and didn't even check the instructions. He left, claiming it couldn't be done, despite the website stating the doors are reversible. The company refunded the £40 without my consent. When I contacted customer service to arrange for someone to complete the task, they declined because I had been refunded. The representative was very rude, stating, 'it is not our problem.' I also tried reaching out through social media but received no response. Overall, a terrible experience for a high price.
I purchased a fridge on November 12th with a scheduled delivery for November 18th. When the delivery team arrived, they claimed it was too large to fit through the front door and suggested I pay to have the doors removed. They rescheduled the delivery for November 22nd and took the fridge back. After several calls to arrange payment for the door removal, I was informed I couldn't do it over the phone, so I had to go to a nearby store. After paying, I was told the delivery date was now pushed to November 25th. On the 24th, I received a courtesy call confirming delivery for the next day. However, on November 25th, I got another call stating it couldn't be delivered, but they could do it on the 29th. Frustrated, I attempted to cancel but was unable to. Eventually, I spoke to someone who managed to set up a delivery for the 27th. While the fridge finally arrived, I was upset to see that the delivery team was able to get it through the door without removing the doors at all. I ended up taking 2.5 days off work and incurring extra costs for a delivery that could have happened on the original date. I received a refund for the delivery but am still waiting for the £25 I paid for the door removal.
I stayed home all day waiting, but the bell never rang. They indicated the delivery would arrive between 13:39 and 16:30, and then I was left wondering what happened. I paid by debit card, so I won't get my money back easily. I'm concerned it was just left outside my entry door and someone took it.
The representative from the local store provided valuable information without being overly aggressive. They showcased the capabilities of the TV and soundbar and were eager to discuss our needs. We are very pleased with the installation, and our initial impressions are extremely positive.
To be fair, this is likely one of the most effective complaint procedures I've encountered. It's unfortunate that it had to escalate to that point, but I didn't have to follow up on my complaint weeks later. It was addressed in under two days, and I received a clear explanation of what went wrong, which reassures me that the matter was thoroughly investigated to help the company enhance their service. This is a fundamental purpose of having complaint procedures. Kudos to the team for restoring my faith.
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