Bec Lee

Never shopped at Matalan before, and will not again. Ordered 2 items, one piece of furniture and one mirror (40 x 40cm), so not huge. The furniture arrived without a problem and I was impressed with the communication regarding the delivery. However, the mirror never arrived. I can see from the tracking information the mirror was returned to the depot as it was "too big" for Evri to deliver. I did not hear from Matalan, although knew not to expect it. So I email Matalan 8 days after placing the order having had no communication from them that the mirror will not be arriving. The reply from Matalan - "Further to your query regarding order number 56892574, I am sorry to inform you that despite our best efforts and our investigation we were unable to confirm the whereabouts of your 2nd parcel, containing the Round Hanging Metal Mirror . This being the case, I am afraid we have no other option, but to refund you for the goods as we can not resend them".
Considering the item is still available to order from the website, it is terrible customer service that you are not offering to send the item again - using a delivery company who will deliver "large items". If I order the item on its own I will now be subject to a delivery charge.

Ordered the blinds with Swift as their website promised orders would be received pre-Christmas. However with the original dispatch date (14/12) passing, I chased the order. Swift advised that the order will be dispatched on 24/12. Absolute joke, and made more frustrating as I only wanted the blinds as a temporary solution over Christmas. Swift blatantly lied about their delivery timescales. I would like the blinds before Christmas, but as they have confirmed this will not be the case I have requested a refund, I am yet to hear from them.
EDIT: Swift cannot guarantee delivery pre-Christmas, despite their marketing claiming that to be the case. Swift have agreed to refund my order in full.

Osbornes were absolutely lovely to deal with from the initial meeting to the final move. They were not the cheapest quote, but they were very transparent with all their charges. As they had been recommended we decided to use them, having heard too many horror stories we did not want to take any chances.
All the team were very professional and friendly. Would use again if we ever move in the future.

EDIT TO THE BELOW: On 22/12 Emma got in touch advising that they are unable to fulfil the order as they still have no delivery date. (The item is STILL for sale on the website with 10-15 day dispatch time). So they offered a refund and I have accepted.
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Ridiculous Communication - Still not clarity on when we will receive our order. This is the emailed response I received after chasing up our order we placed on 21 Nov:

(I should add that the item we bought is still on the website for sale and states it will be dispatched in 10 - 15 Working days. So makes the reply even more confusing. We just want to know when we will receive our order.)

Thank you for contacting us.
We do understand that you are waiting for your item to be delivered today. Upon checking in your order, we can confirm that the item is still in our warehouse. Be advised that your order will possibly extend the dispatch time frame. Because the item has been stopped selling and promoting the item on our websites and upon checking the update the item will be replenished this week and all orders will possibly have a new dispatch date.
You can check the item on websites to prove that we stop promoting the item on our websites.
We hope this information helps you.
Have a nice day.
Sincerely,
Reymar

Given the lack of any actual information regarding an expected delivery date, and no further response, I have used the Messenger on Facebook. Emma seem active on Facebook fending off lots of very similar complaints. So this is how that went down:

Emma Sleep UK: Hi Bec, thank you for letting me verify. I can see that your query is already being answered by one of our agents via email. I will allow them to continue to avoid sending contradictory information.

You sent: Have you read the email ??? It makes no sense and DOES NOT mention anything about delivery!

You sent: If I had some inclination of when you intend to send me the goods i have paid for - I would not be desperately trying to contact you however I can for a sensible response.

Emma Sleep UK: I haven't read the email. Apparently, it just shows on the notes that it was already answered.

You sent: So. Are you going to find out when I might expect my order ?

Emma Sleep UK: We are currently having delayed dispatch due to the high volume of deliveries and orders from the previous sale we had.

And that is that! Still none the wiser over when I will get my item. I was hoping pre-Christmas, but not looking likely. I am wondering if Emma have regretted the Black Friday sale prices and are forcing customers who placed orders to request a refund so they do not have to honour the sales?

I regularly shop at Pets at Home. Recently bought a cat tree, which arrived with a damaged piece. Pets at Home customer service far exceeded my expectation with regards to a refund. No quibble and very easy. Will most definitely make this my no.1 shop for my cats and dogs.

The kitchen fitted in our new property is very poor. Literally took ownership of the new build today, and there are 2 legs of the kitchen units that have already blown. There are visible screws and missing shelves. Very disappointing.

If you are hoping to achieve the points through exercise I would not bother with Vitality. The app is hopeless at capturing exercise which is frustrating and to add to that the customer service is abysmal.

Terrible company, continue to give totally false information. Customer service is a nightmare.

Fantastic team at Wilmslow and very professional. Would highly recommend.

So my previous experience of Stockport was absolutely terrible, but being my nearest garage and still having the same car, I had little option but to return to them for the service. I will NOT buy another Mercedes due to the terrible after sales service.

Despite Tracey, their Customer Service Experience Partner replying to my last review (standard apology and request to get in touch) - LSH are still just as terrible to deal with. Seems to me to be a rather futile role.

My car was booked in for a day, and on dropping the vehicle off, the only job listed was the service, despite me booking it in for 2 further jobs. This was frustrating as the service chap then says we can try and fit it in - not what you want to hear. I specifically booked all the jobs in on the phone and was told they would be completed in the day.

The jobs could not be completed in the day and the car would be ready from 8.45am the following day. I explained that I would have to pick the car up first thing as I had to be in North Wales for 10am. I realised that the car would need to be charged and Liam in service advised that the car could not be charged. I rang through to the new sales line - the only way to get to speak to someone as service do not answer the phone. A chap called Abdul was massively helpful, he confirmed that the car would be able to be charged for 10 mins and not to worry (that is all the supercharge my car would need to get me to and from where I was going). So I arrive at Mercedes at 9am to be told that the car could not be charged as it is against their policy. I had to be at North Wales to get to my 92 year old grandma's to take her for an appointment at 10am and did not have enough charge in the car. I begged Liam to put 10mins of charge as this would be all I need to get me to and from my destination. To be told categorically no. All this despite there being a large number of electric chargers on site and indeed two of the chargers were not charging anything. I asked to speak to a manager and no-one would come and speak to me, other than Liam, who quite frankly looked embarrassed and rightly so. LSH should be thoroughly ashamed of themselves for leaving me in such a position for the 10 mins of charge I needed. (Anyone who owns an electric car will know the struggle of finding a supercharger that is firstly available and secondly is operational.)

I also question the integrity and knowledge of the service department. I received a video which advised the tread on the front tyres was 7mm and the tyres were in average condition. This was very surprising - the front tyres were replaced by a reputable nationwide tyre company only 2 days prior, I quizzed Liam on the tyres and he advised the tyres looked as though they have already done about 6000 miles, which is impossible for me in a day! So I have taken my car back to the tyre company and the tyres LSH Mercedes tell me are not brand new are in exactly the same condition as the tyres fitted by LSH Mercedes. They also have a tread of 7mm!

I do not wish the customer service Mercedes LSH provide on my worst enemy. Adds a huge amount of stress which is totally unnecessary.

To add insult to injury, I was asked if I wanted a coffee and then told it would cost 60p. Just about sums this place up, a joke.

My previous review from January:
I would not recommend this garage for their servicing. I have used it twice and both times have been very disappointing. First time they had my car all day - only to advise despite experiencing the problem I reported they did not know what was causing it. And the second time I dropped my car off at 8am as they advised my car would be ready early pm. I rang them at 1pm having heard nothing and they had not even looked at it. Assured it would be ready by 2.30pm with issue resolved. By 3.20pm I finally got the car. Nothing fixed just told I need 2 new tyres. Service department is very hard to get through to, on hold for up to 40 mins on 3 occasions and cut off once.

Never subscribed to this company. Get daily emails despite unsubscribing several times.

Lucy at Gascoigne Halman in Wilmslow is so knowledgeable and extremely helpful. I could not recommend her highly enough, a true professional.

Absolutely love the SpaceNK customer service, very much feel a valued customer, all year round. Even more special is getting a Christmas card and treat from the concierge team. It is massively appreciated and a wonderful surprise. Over the years I have slowly stopped buying all beauty products from other companies and I am a very loyal customer - I feel very appreciated for that too.

Fantastic online store, the clothes are true to size and very good quality. Love the way the items are packaged too.

Waited over a week for an order. Spoke to Live Chat representative to get this response: "Unfortunately, your order has not been shipped yet. Due to the high volume of orders during Cyber Week, there is a delay in shipping your order. Once your order has shipped, you will receive a shipping confirmation email with a link to track your order. We apologize for the delay and will ship your order as soon as possible”.
My order was placed before cyber week, so thats a rubbish excuse. I have had no communication regarding any kind of delay to the order. And they would not give any definition to as soon as possible so my guess is as good as anyones! Having bought alot of goods from this website over the last few years, I would most certainly not buy online again.

Scoured the internet for a specific item, Very had it in stock and it was cheaper than I had seen elsewhere. Item is exactly as described and arrived promptly.

Ordered previously and the bag was perfect. My latest order however, the fabric has a number of flaws.

Poor customer service. Placed an order, one item was not received. Emailed Castore to advise, but they offered to refund a different (cheaper) item - which I had received. Took another 3 emails for Castore to acknowledge and confirm they will refund the correct item. More annoyingly the item was still in stock on receipt of my order, so they had clearly just not packed them, but there was no offer of posting out that item. Would not order from this company online again.

Very disappointed in the speed of the response. Over 2 weeks and still nothing, other than standard emails advising they will reply.

Beautiful bag. But emailed the company and had no response. So from a customer service perspective they are not great.