Ilya Puchka

UPD:
after leaving this review the company created support ticket in which they regularly tried to get my attention to "resolve" this issue which I ignored as I already completed my pergola project and was not going to redo it even if they send me any replacement timber or parts. Int he end they offered me some free BBQ that they now use as a promo on their website in exchange for deleting this review. To which I replied that it is violation of Trustpilot rules and that it won't be removed and that some partial refund for not satisfactory quality of their product will be in order. Settled on 40£ refund (on more than 500£ order). Yet they still persuade me to delete this review.

- delivery: left outside without any call
- brackets in pergola kit do not match the size of the timber and as a result they stick out, screw holes on the sides of the brackets are on the same line so you can’t secure timber from both sides with the same screws, need to use smaller screws
- precut edges are all chipped, I could have done a better job myself on these cuts
- curved corner braces are much darker colour so end up darker even after staining

On a positive side the price is very competitive and allows customising size.

Horrible service and support, card machines don’t work half of the time, commission is horrendous comparing with other providers, transactions blocked. Phone support does not exist, you talk to a robot that pretends to tap on a keyboard (who are you trying to amuse by that?), and sends you links to a chat where you chat with another robot in a human form. A joke.

Here is your 1 star for sending debt collectors to recover some 30£ bill after I canceled my contract and you deactivated my account so that I can’t even login and you’ve made 0 attempts to contact me, but somehow you remember my email now.

They don’t keep their doctors’ records straight. Spent 15 minutes on the phone booking appointment with someone who turns out to see only children and at no point anyone thought to mention that.

Impossible to book any appointments because their app simply does not work and it’s impossible to contact them

They take your money first and then will tell you that the photo you try to upload has shadows, or have glares, or have not enough contrast. Then you’ll go to take a passport photo to snappy snaps and upload it and they will tell you that the photo is too small (while it is larger than enough) and then they will come up with ridiculous excuses like “transferring from device to device shrinks photos”. Crappy excuses for crappy software.

“The system does not support photo taken at a photo booth or photo transferred from one device to another as this will shrink the size of the photo.
Please take a selfie style photo of yourself on a phone making sure it meets the requirement below and upload this to the application.
The photo should have a plain cream or light grey background and it should be a head and shoulder shot. Smiling, headwear or sunglasses are not permitted.”

And the reply just proves that they don’t care about improving their service.

They closed all the branches in London and now because they can’t verify my details by phone and locked me out of my app I have to go to Reading to prove my identity. And on the phone support can’t tell me which branch is the closest to London and tell me to google it. The lady asked me “Is shefields close to you” after I said her multiple times I live in London. She just kept repeating that they don’t have branches in London now and she does bot know my “jurisdiction”. How do these people still have jobs?…

Put request throw the web form (of course you can’t do that through the app) to close my ISA with Natwest this Thursday because it matured and switched to cash with a garbage interest. Then figured that I could instead transfer it to another provider. Try to contact anyone on the phone about it next day - the app sends me to a call center somewhere in Mumbai which is as noisy as London tube and they don’t even confirm my name or anything so I have zero trust to give them any of my details. So then same day I go to the branch where they tell me they can’t see any request to close my account and that it won’t be closed because there are still money in it. And then same day at 18:06 when they supposed to be closed they send me a notification that account is closed. Amazing customer service.

I hand BT broadband for few years. First of all when I loved house and decided to stay with them I was “rewarded” for my loyalty with another two year contract with prices that ended up being twice as high as what they offer to any new customers. Great loyalty program. Now finally I’m in the end of my contract, I call them to cancel it and give my 30 days notice. And they don’t cancle it and keep charging me. Until I call again and complain, then they finally take my notice and tell me that “the manager will call you after they listen to the call recording”. Guess they called me back? Try again. So not only ai was paying for two broadbands for a month when I didn’t need it because of the notice period but I also keep paying it for two more moths because they simply ignored my first request to cancel. And my new fiber - 10 times faster and 2x cheaper.

UPD: Thanks John, but it's not really me who should be reaching out but BT who should be reaching out and explain themselves. Will be expecting a phone call.

UPD: Obv haven’t heard anything back form them, called again and now they that the previous call recorded is 0 seconds. Meantime I have 5 minutes call in my history. And they have no other calls registered from me. So basically I was talking with on the phone to myself. Absolute scammers.

The app allows double booking, offer refund option for that, but the reply is - call a council. 👎

Waiting for my card more than a month. They first mess up the address sending it to completely different postcode, then after “fixing” it they promised to send a new one with express delivery. 10 days later - still nothing. And you have to call them on a phone to buy under 30 pass because they can’t make their purchase form to follow their own terms and conditions.

UPD: had to call them to sort this out again because they didn't reply to an email. It turns out they completely messed up their system creating different accounts for me and a person I was purchasing pass for as a gift, not registering a payment properly and saying that they sent it to the gifted person address even though I asked clearly multiple times to send it to different address, because "computer doesn't allow them" (surprise disclaimer - there was nothing at that address).
Good thing the customer care response was quick and they agreed to extend validity of the card. Finally received the card in few days. And it has a typo in the owners surname...

Will only ever use HelloFresh with discounts for cheaper groceries and here is why. After years of being a customer on and off (and actually being a HF employee back in Berlin headquarters) the service is still far from anything good. There is no way to track your deliveries, they just show on the app as delivered on the day of delivery regardless the actual delivery status. Have to go to customer care to check it - and then they give a tracking number for some random delivery company that does not have any public tracking system. Recipes choice is poor and unappealing, half of the recipes now require paying extra per serving. The packaging is horrible with insulation padding made of not recyclable materials (as it states on the label), same as ice packs. Customer care - they just end the chat without answering or without waiting for you even a couple of minutes to get back to them (probably too busy with everyone complaining). Marketing is too annoying - constantly showing pop ups to restart subscription for discount when it was already done, and getting calls trying to sell it to me. It’s so bad that HF vouchers became a comedy standup joke material. And when you skip your discounted deliveries - you loose the discount, so it’s bad terms. All in all - won’t recommend and going to cancel subscription again now.
UPD: just for the irony of it, I received my box, canceled my subscription even though I have few discounted boxes left and just 30 minutes after a girl appeared at my door trying to sell me HellFresh again lol

Drivers never wait for the packages to actually be received, they just drop them, at best ring the bell but most of the time don’t, and run away. Or even better - drop the packages somewhere only they know where because they can’t read the address properly and send you a “proof of delivery” picture that looks nothing like your place and has nothing identifiable in it like they did with my last package.

I was concerned I will never get my order delivered but after few months it came in. The store is genuine and not a scam - they are just affected by customs delays (brits can’t blame anyone but themselves for that). Had to enquire about my order multiple times and Kate from customer care replied quickly every time. It would be helpful to get a better communication from the shop about the status of the order and unexpected delays other than courier notifications though.

The website and the app are utter garbage.

Had BT broadband for few years at my old address, moved it to a new house and stayed with BT, just to learn that they locked me in for another two years contract. If you treat new address as a new customer then give discounted prices like you do for new customers. And now with 15% price increase it’s 2x more expensive as options now available to me, but I’m locked in a contract. All for being a loyal customer.

Was Gousto customer for a long time already and I like variety of recipes and offering in general but lately the quality of ingredients and packaging has decreased, missing ingredients and other errors like incorrect cooking steps happen too often. When contacted will get a refund but it takes part of the joy and convenience out of service. Also now all ingredients are stuffed into single paper bag instead of separate bags for each recipe which was super convenient (to reduce waste… while all the plastic packaging is still there, so I suspect it’s about reducing packaging effort at the cost of increased mistakes) so you have to sort it yourself or end up discovering something is missing just before you get cooking. Since that missing ingredients situations increased. And delivery prices keep increasing.

Absolutely horrible service every time I have to deal with VFS. You either can’t get any appointments or you get a time slotted appointment and sit in the live queue for two hours. “If you want to wait - wait, if you want to leave - leave”. No supervising at the place. Websites for applications are horrible no matter the country. Yet company claims to aim to provide the best service but uses its monopolist position to dehumanise people and ignore them.
All this pleasure of waiting for 3.5 hours for whopping 100£!

They failed to properly switch the property when I moved in and instead switched someone else but keep billing me and now bully me with legal actions if I don’t pay that bill even after I reported the issue three times so they are well aware of it but do nothing to resolve it. Will never use or suggest EDF as energy provider to anyone.

UPD: Thanks for reply Elisha, but I believe it’s not me who should contact you to sort this out (I already did that 3 times) and find a solution but EDF who should do that, you have my contact details, but instead you do that only to get money from me.

Hope I will never have to rent from Foxtons again. Property managers never available, issues are not being fixed for months, deposit is not returned for more than a month until you literally pressure them to do it and then it turns out they don’t have bank details or they need a consent to release the deposit that they never ask for. But when they need you to increase the rent just because everyone increases it they will call you 10 times a day.

UPD: as if they really cared, two days in and no call or update from them, property manager again unreachable, deposit not returned, contact phone number constantly on hold