KE

Kelly

United Kingdom

Reviews

Review of Coolings


Rated 5 out of 5 stars

Timely delivery and great plants

Ordered four plants on Wednesday, they arrived the following Tuesday. They kept me updated via email and the plants arrived in great condition. Very happy with the products and service

June 16, 2020
Unprompted review

Review of Paramount Plants


Rated 3 out of 5 stars

Plant was small, refund offered

I bought an acer. We had a bit of back and forth as it was mislabelled. I ended up going to a local garden centre to check the leaves out to try to figure out if I had right plant or wrong plant. Think it’s the right one...
It met the height specified on the website BUT they basically pin it up a cane (it’s a weeping acer) so it meets the height requirement. It was about 1/3rd if the size of what I could have bought in a garden centre.
They offered to refund and collect so not all bad. I kept it... i was after a very specific variety... I just wouldn’t buy from them again.

June 14, 2020
Unprompted review

Review of Gardening Express


Rated 1 out of 5 stars

Waiting for any kind of communication

Please do not make the same mistake as I did by ordering here... I’m 7 weeks in, I have had no communication whatsoever. They do not reply to all messages. They filter their FB responses, the ticket system is gone, there’s no phone line, there’s a generic tweet response (I’ve not even had the generic response).
This company is well into breaching contract and can’t even be bothered to reply. I’ve been requesting a refund for WEEKS.
Let this review be another public request for a refund for order 600519726
I’m also moving so will be interesting if they still try to fulfil it....
Fortunately I’m only in for £41... please do not make the mistake I did. I wish I had read the reviews...

June 14, 2020
Unprompted review

Review of Karen Millen


Rated 5 out of 5 stars

Forever dress

Fast ordering and delivery of goods. Quality of product is great - loving the fact the forever dress is in stock in so many colours. Whilst all of my other workwear buying has completely stopped, this dress is so great I have to stock up (even if most of the time these days I’m sat at home instead of an office!)

June 13, 2020
Unprompted review

Reply from Karen Millen

Thanks for your seriously nice feedback Kelly. We’re so happy you’re loving the brand as much as we do - Michelle

Review of Amazon.co.uk


Rated 5 out of 5 stars

Speedy service in a challenging time

I’ve made many many orders during lockdown. They have all been fulfilled and much quicker than I would have anticipated. The status updates are great. I almost always make orders for items fulfilled by Amazon rather than the sellers.
Good experience throughout a challenging period.

June 13, 2020
Unprompted review

Review of Britannia Rose


Rated 2 out of 5 stars

Zero communication

I ordered a pair of curtains and a blind.
My main issue with this has been I have had absolutely zero proactive update on my order during the six weeks they had it. I contacted them twice, they never proactively contacted me.

The most information i have never had about my order is in the TrustPilot response. This is really disappointing. This is clearly after my order has been cancelled and refunded.

Positive has been that organising a refund has been easy and no quibble. They are also readily available on the chat function.

The issue was the supplier fabric wasn’t arriving. They kept telling me the supplier was out of stock, the supplier kept telling me they had it in stock. The supplier confirmed they had the quantity needed for my order. This was sent in writing to Britannia rose. I have subsequently found out from a completely different company that the supplier isn’t issuing stock to trade customers - not Information from Britannia Rose. it took that other company less than one working day to give me that information.

We all understand that orders for many things are taking longer and generally don’t mind as long as we are updated. I have blinds on order elsewhere and get a regular update from the company making them. They are also late and I’m happily waiting. I got nothing at all from Britannia Rose and this eroded my trust.
After 6 weeks you expect some sort of update even if it’s to apologise for the delay... anything would have been nice!

I also ordered fabric samples also which were sold as curtain fabric but later transpired they are not. In their response below they say they offered me free samples in exchange for charging me for inappropriate ones. This is the first time I have heard about being offered free samples. I have never had this response before. I was told earlier they would refund me. I’m ok for free samples thank you...

Overall I’ve found communication very poor and the most information I’ve had is from Trustpilot. All they need to do to make a difference is keep people updated with an email saying there’s a delay and this is why...

June 11, 2020
Unprompted review

Reply from Britannia Rose

Dear Kelly,

We have been in constant contact with our suppliers, throughout this period.

We had contacted the supplier regarding your claim and this was their reply:

“ We are selling very small quantities of various fabrics on our website directly to consumers, these fabrics are reserved quantities for our website sales”.

We did ask for a complete stock list from them of all fabrics they have in stock which was supplied to us.

However, your order required a larger quantity than was available.

We had offered you free samples in order to choose an alternative fabric.

We would like to clarify that it would not be in our interest whatsoever not to fulfil your order. All our staff are working extremely hard though this difficult period to ensure all customers receive their orders and are delighted with them.

Every order is important to us as our aim is to ensure you are happy. Please do contact us we will do everything we can to rectify the issue for you.

Review of Gardening Express


Rated 1 out of 5 stars

You can get your money back!

Similar experience to others. Ordered in April. No information. I did get responses to my ticket but they contained no information or estimate of delivery. Just cut and paste Facebook updates, told “do not worry” and my order will come “soon”. As soon as you ask for a refund, they stop replying. I’m legally entitled to a refund due to the time elapsed. Here are my tips for fellow victims:
1. Report to trading standards via Citizens Advice. It only takes 5 minutes.
2. If you purchased on your debit card you are still protected. Call your bank to block the payment. I’m on week 6 of no order or info.
3. I reported to Watchdog - I know others are reporting to other radio shows.
I only had £42 with them but appreciate many people have more money spent and are concerned. Understand your rights and get your bank to help. I’ve just started my claim via my bank. Such a shame it’s come to this - I’ve never had to do this before!

June 9, 2020
Unprompted review

Review of Designer Carpet


Rated 5 out of 5 stars

Great product

I ordered a remnant from this company - it was a brand and colourway I already knew and had used. The product was fab - perfect condition as stated. I also have ordered a few samples from them. They’ve come very quickly and really enabled me to make a decision.
Delivery of the carpet was quick and friendly staff. Overall I’ve been very happy with my experience.

June 5, 2020
Unprompted review

Reply from Designer Carpet

Hi Kelly,

Thank you for your detailed review! It's great to hear you were happy with your overall experience whilst shopping with Designer Carpet. We hope you will consider for your next project.

Review of Lusso Stone


Rated 5 out of 5 stars

Fabulous product and service!

Just had our vanity unit and mirror installed - they look the business. In our lovely new bathroom, they are definitely the star of the show. The product quality is very high and I would certainly go directly here in the future as my first choice of product.
Customer service has been brilliant. Products arrived at the specified time. I had some click clacks for which I needed also and these were shipped out pronto. Email responsiveness is quick and comprehensive.
You would have no idea covid-19 is happening when you deal with these guys - they are very professional and operating very well from a customer point of view.
Their products are great value and lovely. Thank you Lusso Stone!

May 20, 2020
Unprompted review

Review of Chelsea Dogs


Rated 3 out of 5 stars

Incomplete order but good response

Some lovely products received however order only partly completed. They didn’t seem to notice so I had to follow up with them myself. Got a prompt refund. Communications were good as were products. I was just disappointed with the incomplete order.

May 17, 2020
Unprompted review

Review of Gardening Express


Rated 1 out of 5 stars

Lack of transparency

Not received my products yet. Like many people, I expect ordering and delivery to take a lot longer. I also expect companies to be open about this. What it disappointing is, by the time I ordered, this company knew orders were taking upwards of a month but still advertised as maybe 14 days when we are busy, typically 3-5 days. I contrast that to other companies who are being very open and transparent. I was worried my money had been taken. No response from customer services. No idea when I’ll get my order. The only insight I get is these reviews on Trustpilot!!

May 17, 2020
Unprompted review

Review of Currys


Rated 5 out of 5 stars

East ordering and delivery

Easy ordering and delivery. I didn’t have any issues with my products and was happy with them

May 17, 2020
Unprompted review

Reply from Currys

That's fantastic Kelly, thank you for sharing! - Ryan

Review of Appliances Direct


Rated 1 out of 5 stars

Cheap but painful

Ordering process:
Payments on Apple devices couldn’t be processed online. I tried three times before calling but I had to call to make my order instead. I was charged almost £7 to call - I had no idea it was a premium rate number until I checked my phone bill.

Delivery:
I was offered a recycling service which i opted for as I can’t take anything to the tip at the moment. I got a message on the delivery date saying they cancelled this due to social distancing rules...
- we are 6 weeks into social distancing so, is that’s really why you cancelled, this should have been removed as a service a long time ago
- the item would have been left outside and they have the equipment to deliver/ pick up with one person so social distancing isn’t even relevant...

Now I’m sat with two ovens.

UPDATE: voicemail left saying that would contribute to removal cost for me. I emailed saying ok and could you call me. Nothing back!! They only way to contact them is their premium rate number.

DO NOT USE!!

May 11, 2020
Unprompted review

Reply from Appliances Direct

Hi

Thank you for your review. We are very sorry for the issues you have been experiencing. We have sent you a message for more information so we can try and assist you.

Kind regards
Customer Services

Review of Designer Carpet Outlet


Rated 5 out of 5 stars

Fast and good product

Very rapid service and good communications. I ordered a remnant and heard from them very quickly with a proposed delivery date. They contacted me when it was on its way and it arrived on the specified day.

I can’t get the carpet fitted yet with covid but we checked the product when it arrived. As described and couldn’t see any faults.

I was a bit nervous with the reviews here but the price was good so I gambled. Was pleasantly surprised. Will keep a lookout for other products

April 30, 2020
Unprompted review

Review of Paperchase


Rated 1 out of 5 stars

Bad delivery (again)

Paid for next day delivery and it didn’t arrive until Christmas Eve. So I’d already bought the gift ribbons and bows in another shop.

Worse was that there was another Yodel parcel packed within my paperchase box for another customer. I’ve contacted the delivery company about this twice and they don’t seem to care at all.

Can’t believe paperchase use such shady partners. I’ve ordered from here before and had delivery problems.

January 7, 2020
Unprompted review

Review of Yodel by InPost


Rated 1 out of 5 stars

Sent me other peoples orders and never collected

Got my parcel one day late during the Christmas period. I opened it up and inside there was another box for another Yodel customer. This box was packed INSIDE my box. I called Yodel who were very apologetic and said they would arrange a collection. Nothing. Tried calling again but couldn’t get through. Used chat. 35 mins later I’m told the same story and they have no record of my first call. They tell me I should call them back just to check they process it... After reporting it twice... what a joke.
Very dishonest company. I still have the parcel and no contact has been made. No trust in them...

January 7, 2020
Unprompted review

Reply from Yodel by InPost

Hi, I am sorry to hear about your experience so far. I would really like to have a look into this for you. Please could you email socialmediaescalations@yodel.gnatta.com with the delivery address, full name, tracking number and a link to the review? Thank you, Yodel Social Media Team.

Review of FRASERS


Rated 3 out of 5 stars

Sketchy delivery

I made an order here recently and it’s gone downhill. My order was split up, I actually was getting some of it from Sports Direct. Items were missing from my order. Customer services were evasive - I couldn’t figure out if they were going to send missing items or refund as their online chat responses are evasive. I’ve had various emails about my order but they are very confusing - I had one saying a refund was being processed for the items below and there were no items listed below... I’ve had an email today saying the missing item (presumably the missing item, email just lists whole order) is being despatched.
I would only order again if it’s something I knew I wouldn’t need to return as just receiving products is not straight forward.

January 7, 2020
Unprompted review

Review of Mindful Chef


Rated 3 out of 5 stars

Unwanted subscription

I placed an order believing it wasn’t a subscription then received written confirmation I had signed up to a subscription. After several emails, Mindful Chef revised their FAQs to make it clear you are in a subscription which you can pause for 6 weeks.

Really pleased they clarified the position for everyone and made a positive change. I won’t go into details but took a bit of a push to get them to change something.

I cancelled the box so haven’t tried the food. Review is for customer service only.

July 11, 2019
Unprompted review

Review of Flybe


Rated 2 out of 5 stars

Unnecessarily painful

Very painful airline to use and try to fob you off. Phone line open only UK time 0800 - 1830. Can’t change seats. Kate on the helpdesk told me that it’s because you can’t change 24 hours in advance. When I said I tried once check in opened (ie more than 24 hours) she said it might be because they have new features on their website. She also told me the airports lock all seat bookings 24 hours in advance which i queried as I can change seats with all other airlines but not Flybe so was she sure it was the airport... you get the gist. Would rather they were just honest. She also said there is no Flybe email address and all queries must be done using an online form blah blah blah. There’s an email address here on Trust Pilot though... So posting here instead. Check in normally takes 2 minutes. Not with FlyBe. Will avoid avoid avoid!

July 11, 2019
Unprompted review

Review of Yodel by InPost


Rated 1 out of 5 stars

Items didn’t arrive

Items didn’t arrive. Was being tracked fine then didn’t arrive at all. Lots of emails telling me it had been despatched, it would arrive by 12 and then nothing. It was not going to arrive anymore. And I called them - don’t bother. You can’t speak to a person and you get exactly the info on the website. Massive waste of a day

December 19, 2018
Unprompted review

Reply from Yodel by InPost

Hi Kelly, I am sorry to hear of your experience so far. I would really like to have a look into this for you. Please could you email socialmediaescalations@yodel.gnatta.com with your delivery address, full name, tracking number and a link to the review? Thank you, Yodel Social Media Team.