Charlie Colson

I ordered on the app but took a call before completing so got 2 emailed orders , the app has only one in the order history. So no problem we had 2 rounds at once, but, my debit card was debited 3 times. I went in to see the manager this am (who has no ability to refund ) so he helped me fill in a form for head office who will call me. I just think I should have immediately received my money back , have showed details and been verified by the manager today so shouldn't need to do this again on the phone. Their process and customer experience is poor.

I have recently retired and applied a tax code to Fidelity through HMRC which they have and confirmed this weeks ago. Whatever they did they took £1000 extra income tax on my recent withdrawal (which I need to pay my mortgage). Nobody is available to escalate this to , a back office team is not accessible and I have been advised to call HMRC (training issue ?) its nothing to do with HMRC they supplied a tax code which hasnt been applied.
Overall the Customer service is diabloical , nobody is able to take responsibility and it is my only source of income going forward - I am very worried.

I have enjoyed using KROO but without warning (last year I think) they stopped me sending money to my prepaid cashback VISAdebit card (crypto.com) this has been inconvenient because I had to revert to using a high street bank. Basically they are choosing what I do with my money which I really don't like, and found surprising tbh. Looking around for an alternative which is a shame.

Prompted for a code on trusted device but didn't send it 🙄

No support, upgraded new virtual card declined, apparently lots of people have the same issue.

So I bought Sony earbuds in December which have an intermittent fault, several weeks and emails later still no resolution, waiting for a manager to call back and I have raised a complaint. A simple product exchange could have been done weeks ago.
Customer service is not fit for purpose imo.

Expensive, unable to cancel almost immediately, support weren't helpful at all, didn't know their stuff at all. After reply its obvious I couldnt cancel after a few hours but the lack of knowledgable customer support isthe main issue !

Have an expensive Bosch dishwasher, had a warranty replacement in feb2019 because wasn't emptying, some control unit issue and electric tripped broke my router no internet for 3days☹️ now the replacement keeps tripping the electric, although it works we unplug when not in use. Rang cust service for advice, is it design fault ? easily rectified ? Their process is not customer focussed at all, even after speaking to a manager they wouldn't discuss just needed to send an engineer at £106+vat 😞there are no error codes and the problem can occur anytime if plugged in , unsatisfactory understates the situation. Suffice it to say I don't believe Bosch are the company they were and I wouldn't buy anything from them again (I have various other Bosch appliciances and alawnmower currently).

On time, excellent app kept me appraised

Excellent arrived within 1 day.
Nice coffee as well.

i purchased a dyson v7 cordless vacuum in nov 2017 very disappointed with it - obviously it wasnt cheap. i would have expected NOT to be buying a replacement so soon.
last year had to get a replacement battery (free undr guarantee), now suction is poor and it appears i have to spend £60 on a new brush head as contacts have worn.
when i had online chat yesterday it was suggested i need to look at their range for a replacement ... i am reluctant to send another few hundred £ their way. i would have expected better support, suggested upgrade help etc. i have now had 3 dysons and will be probably going cheaper as they appear to be throw away.
I couldnt 'buy' the part I need it says I need to speak to support ... I emailed support no response as yet. I cant login the website , I changed my password and now it says somethings wrong. Live chat dosent work , no phone support .... compare this customer service with Bosch (lawnmower) who answered the phone and sorted my query immediately.

i know these are unprecedented times but this customer service is NOT acceptable.

i ordered 3 tablets, i have had emails saying they were still being delivered , and on wednesday i was told it would be deliverd on friday (today). this morning i got an email saying it was cancelled with alink to their refund policy where they wait 14days to return money. i cant say whether they had the stock or not. i emailed them this morning they are not manning phones or chat.
i am nervous about getting a refund and i will possible have to wait 14days before i can contact credit card company.
Their website are still showing the samsung tablets in stock and available for delivery today very frustrating.

your response is utter rubbish, you allowed sale, took payment and told me it was being delivered today, then told me it was cancelled this morning. At no time did you indicate rashioning, your reply has just stressed me even more. please confirm you have refunded my money.

1) no stop loss defeats the object and cost lots of money
2) withdrawl of funds treated as a refund which is just wrong.

I am a wealth customer now I have transferred my SIPP from HL to consolidate with my ISA I already had with FI. I have had nothing but problems since
1) entering drawdown in my FI Sipp last year - they sold all my funds and 'rebalanced' by mistake - it took from Oct to Jan to rectify with a lot of calls emails promises and the response to my complaint which has been promised for months was a one page document with little detail - hardly the detailed report I had been promised for months , they put £200 in my bank and shut the complaint with no discussion at all - the author has now left the company apparently. (this was done by confusion about me entering DD with FI when they had already setup a dummy SIPP for the funds I had at HL)
2) the transfer in from HL took months instead of weeks , again no reasonable reply, HL delayed for 5days and credited me £380 waived the exit fees (which would have been refunded so benefitted FI ), all the relays were down FI with know appropriate replay
3) After all this an employer contribution was made a couple of weeks ago, FI created a new account and sent me a welcome letter instead of adding to my existing SIPP - astonishing
4) The website 'upgrade' happened during all these issues and I can't believe it was signed off for release - its terrible. Something basic like performance of funds in a SIPP is not there I was told the data is on different systems. I await the upgrade in the next FY.

I should have been a wealth customer in October instead of December and I still don't know whether the appropriate charges were levied (as promised) at the lower rate.

I have a wealth manager now who is very pleasant and helpful when I ring, she is trying to sort these issues, but, at this time I don't believe the procedures , will or urgency is in place to support her.

So ATM I have very low regard for the company and will consider moving to another provider if things don't improve very quickly - but I may well start the whole process again with another provider as problems in the in species process seem to be an industry issue.

I will update this review if I get (at last) the basic customer service I have been seeking for months.