Sue Lloyd

Postage expensive and slow. I think £3.49 p&p is excessive for 200ml of liquid and was shocked to find that my parcel did not arrive until 7 days after supplying prescription, despite most online orders taking 1 - 2 days. The postage box was huge compared to the product inside, which seemed wasteful of cardboard and transportation space. No issue with product itself.

Fine for years now v bad - rarely get data, (calls, texts ok), bot chat is useless and extremely annoying asking for FIVE items of id AFTER logging in. No options to report a lack of signal. Tried to make a complaint, link just kept returning me to he bot chat. Asked for human, was told I'd be connected, then got message saying I hadn't replied so chat was ended!

Very reliable with good tracking. Customer service at the lockers, if needed, has always been excellent with the advisors usually managing to sort any issues remotely.
I used to have problems with lockers being full / availability information being incorrect / parcels not being collected but these issues have all been resolved.

Good information on delivery time, clear options for changes, helpful driver

Stopped using Groupon as so many deals went wrong. Tried again, booking tool wouldn't allow any date during the 3 month lifespan of the voucher. Wrote to Groupon who said I'd get a refund. However, Groupon's idea of a 'refund' is to credit my account with 'Groupon bucks', despite me stating several times that I want a refund to my visa account. Why should I be forced to buy another Groupon deal, given that Groupon canceled my purchase?
Update 24.7.25, a refund was finally agreed and received so I have ammened 1 star to 2 - based on the unreliability of the deals, the difficulty obtaining a refund and the length of time after agreement, to actually receive the £.

Generally happy with smartsave. Have just reinvested for 2nd time. Was given plenty of notice that fixed term was ending and told my options. 1 star lost as most banks let you change maturity options up to the day before and as smartsave only permits 1 account - why?

Lockers work well now, can check availability, get instant email when parcel left and another when collected. Delivery times seem good and the helpline is excellent, if there's an issue with the lockers, or I make an error.

Appalling Administration / Customer Service
All ok until I tried to renew my contract. My engineer appointment was cancelled but I only discovered this a few days before, when I tried to find out why I'd had no confirmation.

3 MONTHS later,
1) I am out of contract, paying more for my broadband than I was quoted for an UPgraded service
2) I am locked out of my account - neither my log in, or mobile number are 'recognised', despite a message being sent to this number every month
3) I have wasted countless hours and suffered immense frustration at the dreadful AI / customer care teams who quote from a script with no understanding or means to do anything + a few advisors who were very helpful and assured me everything would be resolved but nothing actually happened.
4) A formal complaint has achieved nothing, yet I was asked today, for permission to close it.
Update - the reply proves my point. I'd put my order number but I'm asked to contact facebook team to repeat everything I've already said by phone, email, chat and now an external review. Why not sort it / contact me directly?

I used to donate 100% of Ebay sales to a local charity but gave up as Paypal took weeks to pay, no references on payments and no explanation even when requests made by the charity. I now get payments direct from Ebay and transfer to charity - much quicker & I know I've been paid for sold item. Only downside is the buyer can't search on Ebay by 'benefits charity'.

2.5.25 Sadly forced to change 5* review to 1 star after being told 2 completed trades were having the offer prices changed and weeks of emails resulting in inadequate, confused and unhelpful replies from customer 'service'. Still haven't received payment for a trade sent 29 MARCH.

17.2.25 When I started trading with Sellitback I had lots of issues with my parcels going 'missing'. Since speaking to Vikas almost a year ago, I have been very impressed with the company. If items are rejected, you receive a clear explanation why & a photo - unlike Music Magpie & World of Books, which think it acceptable to 'reject'items, ( I call it 'steal'), stating an unhelpful generic 'reason' and which refuse to provide photographic proof of the alleged damage.
Customer service is excellent - prompt and helpful with both simple queries and any issues that occur.
It can be difficult to build a trade as offer prices can change on your 'saved' list without any warning and payment is slower than with similar companies but I'd prefer this to stolen items and frustrating, useless customer service responses.

Uses AI, (or incompetent staff). Was looking to change supplier but couldn't find anything on website saying how the electricity is generated. I don't want to support nuclear power so I sent a query.
Was asked for my account details!
I pointed out that I don't have an account - was asked to visit website and look at tariffs, (I'd already said I'd couldn't find this information)
I said thanks but I won't look again and won't make an application to a company incapable of answering a simple question - was asked for my suggestion for improvement!
Uses AI, (or incompetent staff). Was looking to change supplier but couldn't find anything on website saying how the electricity is generated. I don't want to support nuclear power so I sent a query.
Was asked for my account details!
I pointed out that I don't have an account - was asked to visit website and look at tariffs, (I'd already said I'd couldn't find this information)
I said thanks but I won't look again and won't make an application to a company incapable of answering a simple question - was asked for my suggestion for improvement!
Update, I have been asked for my details, (why?), & offered the information requested. I can't understand why this information wasn't included in their reply - the source of their electricity can't be confidential.

Avoid - mismanaged &/or dishonest company.
App is useless - just freezes. Website lets you enter items but randomly deletes traded. I've been complaining for years but IT gets worse, not better. Was just reviewing a trade of 23 items and it dissappeared - hours of work lost. Contact facilities abysmal, IT bot that gives useless replies and emails that take days to be responded to, (usually with more irrelevant information). In addition, MM reject items and refuse to provide proof of alleged defect. On my last trade, a book I had NOT SENT was rejected due to 'damage /torn'!
Unless all matters are resolved I will only sell to other companies in future,
We Buy Books, generally fair/professional, good customer service and give option of paying to have rejected items returned,
Sellitback, professional, provide photos of defects, very good customer service, (sadly slow, usually a month from posting to payment and prices on saved trade can drop without warning),
World of Books, good website, (app scanner great - doesn't give isbn numbers but does link to website when you want to check them). Sadly also dishonest as it refuses proof of alleged defects and customer service is very 'hit and miss', (AI bots strike again).
27.2.25 MM has asked me for the order number and my phone number - if anyone had read the review, my emails, or my bot chat, they could have made a constructive reply, rather than make a standard and inappropriate, response to a 1 star review. I accept identificationcan be made by postcode/email/bank details but my phone number is irrelevant.

Poor company for selling to, prices usually lower than similar companies, reject items without any proof of alleged defect, (unlike Sellitback), scanner doesn't work, website slow / glichy, (no indication of processing so you've no idea if your barcode has been ignored or rejected), and says 'barcode not recognised' for when it really isn't recognised but also when they just don't want to buy - confusing and time wasting. I have tried discussing the issues with MM but customer services also slow, glitchy and usually unhelpful - admitted they'd launched new app knowing it had defects and 'No, there was no way of retrieving the trade I had stored on previous app'! 1 plus, processing fast, usually paid, (usually with random deductions), within a few days of posting.
Music Magpies reply to this review, requesting additional information is just another standard and irrelevant response, my review is general, not specific to 1 instance and they KNOW that app doesn't work, (multiple reviews say so), and that they don't provide PROOF of alleged defects.
Update 15.10.24, I DO 'reach out' every time items are rejected and ask for photographic evidence but it has NEVER been supplied.
Update 21.10.24 i was informed that photographs can be supplied but other members of the team are still insisting they deal with too many items to provide evidence of defects.

1st 2 trades - 2 lost parcels, ( other parcels on the same 2 Evri receipts were delivered promptly to We Buy Books). 1st time, I received prompt payment and an assurance that Sellitback would investigate with Evri. 2nd time I was asked for tracking information that I don't have and although I sent photos of both sides of my receipt, it appears to be my responsibility to find the missing parcel. I have a 3rd trade packed ready but needless to say, I do not intend to send it until I receive payment for my 'missing' items.
Update - I was contacted by Vikas on 22.4.24, who was very helpful amd apologetic, saying they would investigate with Evri and suggested using the courier service for my 3rd parcel.
Update 2, have continued to have issues with parcels going missing but these have always been resolved and therefore I continue trading with Sellitback!

Very upset to open app today, only to find that it has changed and that a trade I was sorting of over 100 items, has disappeared. Help desk were no help, saying apps change without warning and that I'd have to re enter the trade. Needless to say, I don't keep written records of 100 items as I was permanently logged in and the app automatically saved my entries even if I forgot to do so manually. A new app is not developed overnight and glitches are inevitable. A 'go live' date must have been decided in advance and emails should have been sent to either all account holders, or just to everyone with a saved order recommending that they complete the order BEFORE the new launch. Emails arrive every day telling me I have an uncompleted saved order(s) so it would have been easy to identify anyone who could be detrimentally affected. Trying to sort it led to me losing a 2nd trade and I can find no way of 'saving' on the new app.
UPDATE 23.5.24, things haven't improved, I continie to be logged out of website whilst using it, with no warning / chance to 'save' trade. The app has 'updated' at least twice more and the only warning is a pop up message when app is opened - items in my trade were still in basket but offer prices had dropped. App has no barcodes & doesn't link to website (which only has codes BEFORE trade is completed ) and some of the descriptions are so poor eg 'greatest hits', that you have no way of checking item sent is correct. Previous app linked to website / barcodes.

When it works, all is good. Unfortunately it often doesn't work. App doesn't give barcodes, making it difficult to check you are packing correct item. Website regularly cancels my trades, sometimes a couple of hours after items are entered - ziffit is unable to provide explanation. Items regularly 'are not received', although you KNOW you packed every item & in 1 box. Worst of all, ziffit rejects items, quoting generalised reasons, rather than specific to your item and refuses to provide proof of alleged defect. To me this is theft, not rejection. Customer service is usually poor & of course would be far less in demand if ziffit operated professionally & didn't regularly 'reject' without proof / lose items.
Occasionally I get relevant replies to queries/ complaints but usually only after several attempts. The norm is to receive a copy of known ts&cs, or the reply unrelated to my message - if I ask again for a relevant reply, or even make a formal complaint, it is often ignored, despite reminders.
If I traded for myself, I would have given up long ago but I continue as I raise funds for local animal charities and have limited outlets for selling donated items / storage.

Gave up! Bott useless, tried chat to advisor & got cut off each time I tried to follow their suggestion. Finally spoke to helpful human and was told I had no option but to press backwards 700 times to get correct date of birth, (apparently you can only use other options on certain phones). Finally was told to supply photo ID that I don't posess, so I've just wasted about an hour to get nowhere.
Disappointed by Beehive's response to my review, ( did not receive a reply to my online query other than a reference no.) - no response regarding application issues and it's obvious why ID is requested but documents required should be listed at the START of application. NB although you have the option of website, or app, I applied via website & was then directed to use app!

Lose parcels & fail to investigate. Prices are good compared to other couriers but tracking often doesn't work & worst of all, is the lack of help with missing parcels, ( last time this occurred I received no help until I posted a Trustpilot review ). I reported a missing parcel 11.1.22 and had no update until 24.1.22. The updates say ridiculous things like 'found' or 'delivered' but no details. I check with my customers and find they haven't got parcel and haven't been contacted by courier, (despite sender having to provide mobile no. for courier to arrange delivery. Parcel2go then closes the case without giving the option to say parcel has NOT been delivered. I sent complaint on 24th Jan. asking for full explanation within 24hrs. As at 7pm 27th! no explanation has been received - more than 2 weeks after I originally reported parcel missing.

Tracking has frozen at 'collected' stage on my last 4 parcels. My main complaint is that there is no way of contacting parcel2go - phone line doesn't connect, emails are 'no reply' & live chat is a useless robot that can't cope with anything more complicated than 'where is my collection point'? If you report a missing parcel, you are told 'good news it's been found - but not where it is, (usually with a neighbour but recipient hasn't been told), or' your claim is not valid as you didn't insure'. Totally frustrating & unprofessional.

Update - i was contacted promptly and received an apology and a tracking update on the 3 parcels in transit which have now been delivered. Unfortunately pacel2go, (like so many companies), seems to invest in responding to complaints rather than preventing them but I am grateful to Stephanie for a speedy and appropriate response.

Products fine, website/customer service v poor.
Difficult to contact, (am tired of online companies quoting covid, given that staff can work from home), poor policies/outdated procedures. I bought premium bonds online, was given no option to declare I already held paper bonds, so I tried to ask for bonds / holder numbers to be merged. Had to write a letter, ( in 2021! ), it took weeks to action & I still have 2 holder's numbers. Complained about the whole situation and was told it was completely acceptable to have outdated, ineffective methods and to take weeks to reply. Payments to my account, (prizes & sale of bonds), arrive with a reference no. but no indication of what it's for, so you have to compare reference numbers on bank account with NSI account. Letters continue to arrive long after I requested contact by email.