Mrs C

Bought a Tudor watch less than 6 months ago which hasn’t been keeping accurate time (the primary purpose of a watch). Not been able to return until now due to holidays and work commitments. Also needed to monitor accuracy to articulate the issue. Have been told that it will take 4 - 8 weeks for the watch to be repaired, which is poor. This was clearly a faulty watch from the start & had probably been on display for a long time. Effectively I’ve bought a second hand watch & paid over the odds for it. Not what I expected from a reputable jeweller.

I’m generally happy with the flower subscription service but every so often I get a delivery that I could get from
M&S or Waitrose for £10 - ( subscription is £20 + £5 delivery). This week it was peonies which I love but only got 12 stems, 2 of which won’t open. The last bunch of peonies I was sent lasted 3 days before half of them died in and these look like they’ll do the same. Disappointing.

Booked this firm based on the reviews. Arrived at Luxor Airport to a WhatsApp message from a driver saying he was waiting. 15 mins later we were at the meeting place but there was no driver. After many massages and WhatsApp calls we finally got a taxi, an hour later. Tried ringing the emergency numbers but one did not work and the other (Madrid) was an automated message which went round in circles. Awful service!

I’ve had a flower subscription with Arena for some time and the quality and quantity of flowers is usually good and value for money. This time I got tulips which is fine but there was not enough to justify the £25 cost. I could have bought the equivalent for £10 from a supermarket. I’ve raised it with them but they appear reluctant to resolve the issue, choosing to respond to an issue I hadn’t raised. Dealing well with complaints is a barameter of the ethics of any business so this is particularly disappointing.

Update
I’ve accepted the offer to replace this week’s flower so I’m happy with the resolution. Rating amended to reflect this.

Nearly 2 weeks since placing an order for over £160 and still waiting for confirmation that the order has been dispatched. There’s no way to contact LF other than using a chat bot that puts you in a queue that’s never answered. Messaging through instagram is painful & you merely get platitudes, hearts & kisses but no resolution. Even posting here seems to make no difference. I can’t get the goods I ordered because LF have lost the order but they refuse to cancel and refund me. This is beyond poor and it’s not even in the height of the Christmas rush so things will only get worse.

Placed an order over 10 days ago & it still hasn’t been dispatched. You can’t talk to LF so have to rely on their non-live chat function which puts you in a queue for an agent which doesn’t happen. At one point I was told that a replacement order had been created and that I would get an email confirmation. I didn’t get the confirmation and the order still hasn’t been shipped. I get that things go wrong but correcting mistakes really needs to be a priority. LF have my money but seemingly don’t want to honour the order!

Order #625962870 - been told twice that the order is lost in transit (although tracking states that the order is awaiting courier pick up) and that a replacement will be sent. Apparently it takes 3-5 working days to get this approved which is not great when it’s LFs error.

Purchased a guitar kit which expressly stated that shipping was free. Paid the invoice & was then told that I needed to pay £15 shipping costs. Having taken the payment, this is disingenuous at best. The firm did offer to cancel the order & refund which I’ve done but they will have had the benefit of my funds for a number of days because refunds are always processed much slower than debits! There was no apology or acceptance that they need to make shipping costs more transparent. This demonstrates a lack of integrity.

Extract from Music Store website in shipping costs:


Shipping duration
4-6 Days
Shipping Costs
We usually ship free of charge if the order value exceeds £ 150.00. Under this we charge a flat rate of £ 10.00. In special cases we charge the actual freight costs for orders weighting more than 31.5 kg. An employee will contact the customer beforehand.
Item purchased was over £150 and did not exceed the weight exception.

Have used Airbnb several times with no issues but then nothings been wrong with the places we’ve stayed in. This time, the listing didn’t match the property & the bedrooms couldn’t be secured as the door lock was broken. It wasn’t safe to stay so we left but Airbnb have not responded to our requests for help. Having an unsafe property is a reason listed for a refund but in spite of multiple messages Airbnb have failed to help us. I would give the no stars if it were an option.

I’ve ordered from Basco several times & been pleased with the quality of the goods but their customer service is poor. If something goes wrong, they are not prepared to properly resolve. My last order had 2 expensive joints of beef that were materially underweight. The order also went to the wrong address which we had to track down & spent 2 hours driving to retrieve. The address details were pre populated by their system and were correct in terms of the street address & village name. What I didn’t spot is that the postcode was wrong but as there is only one village in the UK with this name, I had no reason to check the postcode. Apparently it’s my fault as they are not liable for their system error as per their T&Cs! Mistakes happen but it’s how they are resolved that counts. Will not use them again.

Ordered a drug which requires titrating up to the full dose over 4 months. At month 4, I placed the order as normal but it was not dispatched after 6 days so had to cancel due to going away. Re-ordered but after 10 days the order still hadn’t arrived, in spite of lots of email chasers and promises to dispatch the order. Given that there would have been a 3 week gap in medication, I would have had to start titration again, I was left with no choice but to cancel the order (which Chemist 4 U made difficult). This means that I’ve wasted £600. Chemist 4 U should not take payment for orders they cannot fulfil. They should also communicate with customers in a helpful manner and not make promises that they have no intention of honouring. Poor service relating to expensive drugs is a common theme of the 1 star reviews.

Had kitchen cupboards resprayed with a 10 year guarantee but they’ve chipped quite badly. Called the company to ask them to come back & was told that the company has gone into liquidation. This is not true - they’ve tried to strike off the company but Companies House registrar has rejected it. The firm are still trading but trying to make out that they’re a different firm. They clearly don’t want to honour the guarantee, probably because their work is so shoddy!

Bought 2 pairs of shorts. Looked nothing like the pictures & were polyester which is not you want in hot weather. Returned items but didn’t get a full refund. Emailed to find out why but ignored. I’m also being inundated with emails & texts which I’ve unsubscribed from but they’re still coming. Wouldn’t shop with them again.

UPDATE - the Yours Clothing response just highlights how poor this company is. They clearly haven’t read the review properly as the goods have already been returned following the returns process but only a partial refund was paid!

As a regular customer I’m shocked that customer service has gone from great to abysmal overnight. Items regularly get lost, the bot service is awful, getting a refund is beyond painful & you’re just passed back to the seller who are often slow to respond. I’ll be cancelling my account if things don’t change very soon.

Having strangers stay in your house is a worry but trustesthousesitters vet them and provide insurance (for an extra fee) to reassure you that your home and pets are in safe hands. Unfortunately when things go wrong, as they did in our case, they will not step in and help.

We had a sitter for 17 nights who left our dog for hours on end, 11 hours on one occasion, resulting in multiple complaints from neighbours. When we returned the house was filthy and we were left with hundreds of pounds of damage. They also had a guest when we’d said no. Not what you want to come home to after 24 hours of travelling.

I’ve sent lots of emails and video / photo evidence to trustedhousesitters but not had a proper response. They really couldn’t be less interested. This sitter is probably still on their books so be aware and check reviews carefully before booking. I certainly won’t use the service again.

Absolute waste of money. The sales pitch sounds great but the app is very basic - tells you when to fast & provides some poor quality and very stilted exercise videos. There’s no free trail so that tells you how confident they are about the app. Customer service is appalling-ask for help, they acknowledge you & then days later tell you that as they haven’t heard from you again, they assume that the issue’s resolved!!

Good rates and currency delivered quickly but I ordered mixed denominations and got one denomination of large notes which I really didn’t want. Having been given the option it’s disappointing that my request was ignored. If you can’t provide mixed denominations, don’t offer them.

Booked & paid for a private transfer through the Ryanair app but the transfer didn’t turn up and the phone number provided didn’t work. Sent lots of complaints but I’m being completely ignored. Taking a customer’s money, not proving the service or responding to complaints is tantamount to fraud. How is a plc allowed to get away with this?

Still awaiting for my order which was placed on 11 March! Chased on Sunday & waited 50 mins for the call to be answered. As the number in the queue went down one at a time they must only have had one person answering calls. When I eventually got through I was told that they would process my order urgently. Today I got an email telling me that the frame I picked is out of stock! Tried to call but was 14th in the queue so hung up & emailed them instead. Got an automated reply telling me that they’d respond in 3-4 days! I must have been singled out for especially terrible service as how else would they get such amazing TrustPilot reviews?! The website contains none of the standard disclosures (legal status or privacy notice) which rings very loud alarm bells.

The instructor was was professional and friendly but her internet connection was poor so there were several times when we lost her, making the course a little disjointed. It was a known issue which we were told about at the start of the course. If delivering a course online, it should be a prerequisite that instructors have reliable broadband connections.

I purchased a Samsung watch after visiting a Samsung Experience store. The store experience wasn’t great as the sales assistant didn’t appear to understand the product. In any event I got the watch home I realised that even after down loading a number of apps, the watch doesn’t do what I wanted it to. The sales receipt says that if you’re not happy with the product for any reason, it can be returned for an exchange or refund within 28 days. The store and Samsung HO have steadfastly refused to do this which is in breach of the Consumer Rights Act. Not what you’d expect from such a big brand. Do not buy anything in store - buy online instead so that you can benefit from the distance marketing regs.