Alex

Voglio attivare un nuovo numero con un offerta per nuovi clienti, ma indovina un po'? Alla registrazione mi chiede di inserire un numero di cellulare... che ovviamente non ho.

Ma li testate i processi almeno una volta prima di renderli pubblici?

Impossibile inoltre entrare in contatto via chat, neanche con l'agente AI Will - è scomparso da ogni pagina dove lo trovavo solitamente

Mi hanno ghostato senza neanche una risposta dopo aver contattato il team di supporto. Ottimo modo per tenervi stretti i clienti

The account page where you can cancel your subscription returns a 404 and keeps looping indefinitely. How convenient.

I've reached out to them via email and never confirmed that my subscription has been cancelled.

I was told I'd hear back about my application for a SIM only plan in 24 hours... it's been a week.

1 hour on wait on the phone and no one is picking up. There's no way to reach out to support as all chats are handled by a useless chatbot

Not impressed. I would just give up and just go with a different provider but I'm effectively held hostage until they get back to me as I don't want to risk hurting my credit score

Predatory, monopolistic business. Frustrating to do everything - from buying tickets onwards.

and why do I need to print a ticket in 2023?

Seems like you can't use your card before you receive the physical one in your post. This can take up to 10 days, and in 2023 it's absolute madness when they could easily create a digital pass.

No information whatsoever about this in the FAQs. Terrible experience on their website, very clunky and information-poor

Since I thought I could use my digital card, I've now also activated my membership already so I guess I've wasted 10 days on it. I wanted to use it on an exhibition today and needless to say I won't be able to do that.

Good quality glasses, fast delivery, great customer care before, during and after purchase. Definitely recommended

My only suggestion is to add more pictures and information to product pages

Are people using a different service? It has 4+ stars on here, but I've always had an abysmal experience with them. I've been with them for 3 years with my employer, on vitality health.

1. The website has always been buggy, they have changed authentication method several times in the last 2-3 without informing anyone or just being very vague about it.

2. The app is probably the worst app from a big company I've ever used. Syncing points from the partners in the app has always been a nightmare, either it doesn't work for days or it takes ages. This has been a problem since day one for me and they keep having issues with it every now and then. How can you not have fixed a core feature in all these years amazes me.
I've lost rewards (which otherwise would even be nice rewards) countless times because of these issues.

3. The website seems designed by a team that has never heard of user experience. It's very confusing, basically useless to do most things and I often end up in loops when searching how to complete a task on there. Part of me believes they make it this hard to cut costs with rewards. Prove me wrong

4. Self service is non existent. You can't do a lots of things yourself in the website, and contacting them is a pain. e.g. linking my Waitrose card to vitality. There's no way to do that autonomously. Why?? Instead, I needed to contact them and get stuck in an endless back and forth for days when it could've taken minutes.

5. They lose emails very often. I've had at least a couple of occasions where my email was simply lost and they never got back to me.

Tl;dr: an extremely buggy and difficult experience across all platforms, appalling user experience and customer experience, and a tech stack that seems subpar. In short, an unpolished service that is seriously a source of frustration every single week. I would change provider in a second if it weren't up to my employer.