Review Time
Upon purchasing, I was misled about the delivery date (before Christmas), preventing me from canceling or ordering elsewhere in time, resulting in my daughter not receiving her gifts until later. There was no communication about the delivery delay until I complained. I received only one reply per day. One item was missing from the package when it finally arrived, and I wasn't informed until I raised the issue. They were aware of the problem but failed to notify me. Consequently, the package was delivered after I had left for home after Christmas, forcing me to pay to have it forwarded. This is possibly the worst customer service I have ever encountered.
I was very happy when my 50 Italian quiz cards arrived yesterday--one day before I received today's message saying "my order had been shipped". I think there was a bit of confusion and it did take quite a long time for the package to arrive (I did, however, receive one email telling me there would be a delay) but I am very happy with it, now that it has. The 300 quiz questions should be a lot of fun and it has turned out to be precisely the game I hoped for.
I placed an order for a watch for my son on 8th December 2025 with a delivery date of 15th December at the latest ( I needed it by 20th). It sat in 'Processing' for days and I contacted the company via email, call and live chat on 12th December as it hadn't yet been despatched. I was assured it would be expedited and despatched on 15th. No despatch.Tried live chat again on 16th but was told to try again after 3 hours. So I called. And the lady who answered whilst tried her best, couldn't help me. Agreed it should have already been despatched but hadn't. She offered to check with their purchasing team but response times are at least 24 hours.She then advised:* delivery is taking 5-7 days* there is a huge backlog of orders (urmmm its Christmas what did you expect?)* no orders can be fast tracked (not what someone else had said)I asked to be transferred to their despatch team and the consultants don't have the facility to transfer calls.Asked to speak to her manager and was told there was no option to transfer calls to anyone.?????I worked through the dates with her and explained that if we wait for purchasing (Wed) to reply, then it takes 5-7 days delivery, it will be way past 20th....So the one thing my son has on his Christmas list and now he won't have it. I will never use this company again.** UPDATE **I was contacted on Friday 19th by the company apologising for the delay in delivery and service levels, and asking what they can do to restore my faith in them. I asked for the item to be despatched same day and to ensure its delivery by 20th. I was told this wasn’t possible. I was then offered a discount off future purchases and acknowledgment that my refund request would be processed.20th December, I receive another email once again apologising and confirming the refund was being processed. But it also asked me to amend my Trustpilot review to reflect the fact they had tried to resolve it. If resolving it is:- asking what they can do to put it right, I ask for the item to be despatch for next day delivery to be told this is not possible - processing a refund that I’m entitled to- offering me a goodwill gesture off a future purchase (why would I spend more money with them?) Then it’s way off the mark.I worked in luxury travel as a Sales Director for 13 years, also in charge of service levels and client experiences.For future reference, ‘making it right’ when there has been poor service (which happens) is moving heaven and earth to catch the last post and pay for extra postage if needed so I can receive the parcel in time so my son isn’t disappointment on Christmas Day. It’s not offering a 30% discount off a future purchase.But more insulting is asking me to amend my review so that it reflects their efforts to resolve the matter?!?! How does that help potential customers understand the service they can expect from the company?! PS - if I were in charge of customer service in this company, I’d want to do my best to go above and beyond, to deliver the unexpected. I’d now refund the money but still send the item. That is how you make things right and restore faith.
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