Melissa Jayne

My Dermalogica account describes me as "Devotee", which I have been for some time, but I've noticed a steady decline in the experience of buying direct from Dermalogica.
It used to be that with most orders there would be some free little sachets of other products to try, sometimes even an unexpected mini with larger orders. Not any more. There used to be free next day delivery, again, not any more. Why a company as big as this can't do free delivery for £200 of product, I don't know.
They don't allow Blue Light Discount to be used with free gifts, even when the customer has spent the required amount to qualify for the free gift, rendering the blue light discount absolutely pointless.
It used to be a really good experience buying from Dermalogica, but in my opinion, it is no longer.
I went elsewhere, found products I wanted, qualified for free gift and got 10% cash back and free delivery.
No point being a loyal customer if you are valued as such.

Ordered a Stanley Tumbler before Christmas for dispatch to store. On picking up the item, they had sent me a pair of gloves instead. I reordered the item in store, and was told I'd get an email when it was dispatched and another email when it arrived in store. I received neither. I made more calls to JD.
I have now contacted JD customer services 4 times requesting a refund but almost 6 weeks later, no refund.
Failed to send my original order, failed with the replacement, failed with refund.

Purchased Annie Sloan paint from this site. More reasonably priced than other sellers, and items arrived less than 24 hours later, with lovely personal message of thanks for the order.

Dune provide an Emergency Services discount, but I was unable to apply the discount so I reached out to customer services by email, an was assisted by VINCE. He was very helpful and extremely efficient in solving the problem quickly and with a cheery tone to his emails.
Very happy with the customer service I received (and my new shoes!)
Thanks Vince.

These people of fraudsters. They will steal your money.

DO NOT USE.

Claim your rebate directly from HMRC GOV website.

My father took his Breitling watch into Beaverbrooks to be fitted with a new battery. He was told that the watch needed to be sent away for battery fitting at a cost of £54. The watch battery itself would be £120 and the watch may need a service at approx £450. My father stated clearly that he did not require a watch service, and could not afford one (he's a pensioner). So he paid the £54 for the watch to be sent away for battery fitting. A few weeks later Beaverbrooks called to say the watch had been returned and no battery had been fitted as the watch needed the service, and they could not fit the battery without the service as it would likely not run properly. He was told that the initial £54 was in refundable, So my father paid £54 for absolutely NOTHING.
The watch has since been taken to a jewellers in Hatton garden, London, where a battery was fitted, and the watch was air and water-sealed, at a cost of £49. It is working perfectly and no service was necessary. In my opinion, it this is totally unacceptable and immoral customer service by Beaverbrooks. I intend to write to the head office to attempt to recoup my fathers money.

I tried to buy a pair of shoes. They arrived faulty and worn.
I have been trying to get an exchange, but it has been excruciating. After numerous contacts by me to Zara, they keep telling me another team will contact me, blah blah. I cannot understand why it is so difficult to get the exchange. They have now refunded my Money (not what I wanted after this lengthy process) but not the delivery charge for the faulty item. Apparently, another department will contact me.... I doubt it.

Update. I shopped with Zara online for a second time (I really wanted the shoes). Again, items arrived substandard. The print on the two animal print shoes was so different they looked like odd shoes.

I won't make the mistake of shopping with Zara a third time.

Firstly, I should say that the customer service I received in-store at Flannels (Kingston Upon Thames) was very good. No complaints.
In-store I ordered a Gucci handbag £975 to be delivered to store. Delivery cost £6.99.
After making payment, I got thinking about the delivery charge, and some internet research proved that I could have ordered from numerous other sites, including Harrods, Net a Porter, and direct from Gucci, and paid no delivery. I discovered that Flannels is now owned by Sports Direct group, who always charge a 4.99 delivery on items from their various stores, and it seems like for shopping at a more expensive shop like Flannels, they will charge £2 extra on top! Note to Flannels; don't make mugs of your customers.
On taking possession of the bag, it was such let down, the handbag came wrapped in a plastic bag, with horrid labels attached to the bag, much like ones you get in Sports Direct.
It's incredible how much they can cheapen a nearly thousand pound handbag. Had this been a gift, there is no way I could gift it like that. It looked cheap as chips.
Out of principle, I returned the item and pre-ordered the same bag from Gucci, which came beautifully boxed, and gift wrapped, all complimentary with free delivery.

Overcharged £5 in store for an item I did not buy. . Noticed the mistake when I got home. Called build a bear Hamleys, who stated that they can not refund over the phone. They gave me build a bear customer services number based in US. To say they were useless is an understatement. I will never see the £5 again. Half an hour on the phone for nothing. Unfortunately my daughter likes to get a build a bear every birthday. But this was the last time. If they cant sort a simple issue, I will not be buying anymore overpriced bears.

Ordered a refurbished chair online, good communication emails received running up to delivery. Chair arrived in good time, approx 4 days after order. Looks like a new chair.
Great! Recommended.

My dishwasher broke, I called Neff to speak about trouble shooting myself, as it advises in the manual. They gave no instructions re trouble shooting, but arranged an engineer to attend. What they did not tell me was that the call-out charge is £109 before any work is even carried out. If I had not asked relevant questions myself, I would not have known.
Very bad customer service.

Edit: After the below response from headmasters head-office, I contacted them as requested and they have kindly refunded my money. I am grateful for their customer service and helping to make this situation better.
-----------------------------------------------------
The worst consumer experience I've had in a while...

Prior to booking the appointment I went to Headmasters, explained what bridal style I wanted (up-do with use of extensions,) and showed the extensions I had. Was told all was fine, and cost of the styling was £55.

On the day the stylist spent 25minutes trying to put my hair up into the style. She was unable to do so; excuses given were my own hair was too short, too blunt, and the extensions I provided were poor quality & unusable. I had no reason to doubt her expertise, so we decided on a short bridal style. The result was nothing like I wanted, was awful and nothing like any bride would accept for her wedding day.
But, not wanting to make a fuss, I paid and left

Later, after second opinions from friends, and examining the utter mess i'd paid £55 for, I emailed my dissatisfaction and requested my money back. The refund was refused and the manager Sian said I must go back to the salon to speak to the stylist. Back at the salon, I had the awkwardness of having to tell the stylist how bad I thought her work was, while it transpired Sian the manager listened from a back room. She eventually came to speak to me at my request, and said I could have another appointment to let the stylist try again but no refund. I told her that I could not have my hair done on my wedding day hoping for a better outcome. She said over and over again that I had paid for the stylists time, and as such I couldn't have a refund. She refused to accept that I also pay for a style, and what I received was nothing like a bridal style, or what I wanted. She reiterated that my hair and my extensions were the problem.

On leaving, I went to another salon, and they easily put my hair into the up-do with extensions that I wanted.
I emailed Sian the manager again with photos of the style that was achievable, and again asked for my money back. She has not responded.

I'm baffled that she has refused to refund my money when the problem was clearly her stylist not having the expertise to produce a decent bridal style. Really unscrupulous in my opinion.

Definitely avoid.

Amazed that I hadn't heard of Fashionette before my recent purchase.
Saw a Coach bag that I wanted in a department store, priced at £200. A quick Google search found the same item considerable cheaper on Fashionette.
Despite checkout saying that my item would take 2 weeks to arrive, it actually arrived in 5 days. Nicely packaged, exactly as I expected.
Will definitely use this store again.

I had a number of Hello Fresh boxes which started with an introductory offer, of 50% off, and 40% for second and third box. I found the meals quite nice but when they went up to full price £39.00 for 2 meals a week for 3 people, I found them expensive. I cancelled my plan, but Hello Fresh kept sending emails for me to come back, with further offers.
I set up another subscription using on online offer code, and they took my money from my bank immediately (they do this before you even choose your meal options).
On the day the box was due it didn't arrive but was showing as delivered on the app. Minor panic that someone had stolen my dinner, as the boxes are left on the doorstep!
I took time to contact them via chat to be informed that I was not eligible for the offer I had used and so had cancelled the order and refunded my payment.
Why didn't they let me know? Why didn't they give me the opportunity to amend the payment or offer used? Why was the box shown as delivered on the app? Why did I get my husband to ask the neighbours if they had taken in the box for us? Why did we not have the dinner we were expecting to be delivered that night.
Because poor customer service.
They are quick enough, too quick, to take the money.

Booked an appointment. Had to wait two weeks for the first available slot. Slot booked for 12-3pm. Waited three hours on the day and no one arrived. No call to inform me of any delay or non-attendance. So two weeks and three hours wasted, and i'll take my custom elsewhere.

Don't shop with them.
They only have a 14 day return policy from the date of order. My item took 7 days to arrive leaving me only 1 week to return. Unfortunately I was working away for a few days when the item arrived. I am now unable to generate a returns label, I assume due to the fact that 14 days has expired.
There is no way to contact customer services. No telephone number and the link to customer services doesn't work. I have sent an email/message but have had no response. So I am stuck with a low quality ill-fitting item.
UPDATE. I managed to finally print of a Hermes return lable. Hermes have since delivered the item back to DP's, but i've had no response and the item is not showing on my account as a return, so I now have no item, but no refund.
Just don't shop with them.

Really happy with Love Frankie.
Before choosing and buying a product I sent two questions via the messaging service, both were answered quickly, helpfully, and with a really nice tone. I ordered the product, a wall hanging, and it arrived less than 24 hours later.
Looking forward to my next purchase, this company is a keeper.

I live in a terraced house and my immediate neighbour is a customer of homeserve. My neighbour has a leak under her floor, the estimate of water loss is 20 litres every minute. It is causing damage to her house, but more damage to my house. The water damage to my kitchen wall is growing daily.
Homeserve came out to find the leak 3 weeks ago. They did not fix the leak at the time, stating it is a two man job, but gave an appointment 4 weeks later. 4 weeks to come back and fix a fast flowing leak that is wrecking both our houses. My neighbour has complained and sent photos to homeserve 14 times. To no avail.
This company are absolute disgrace.

I cannot find any fault with this company, they are brilliant!
I went to Sigma 3/County Kitchens in Esher after a very bad design visit by Wren, and also an independent design by an interior designer, which was expensive and also awful. Pleased to say I found myself in very good hands with Sigma 3.
Phil, the designer asked me exactly what I wanted, and also made recommendations, taking time to show me around the showroom and explain options, then I went away while he did a design. The design was perfect. I loved it immediately and decided to go ahead.
The installation manager, Ralph, attended my address twice to measure up, once when the project was a building site, and later when the extension was complete to check that everything would still fit correctly. He also spoke to me in detail about every item I had purchased/the cost/the fitting etc. The attention to detail was very reassuring.
The kitchen was delivered one week before installation, the delivery guys were also a joy, very professional, and worked around/in harmony with my onsite trades people.
We used a kitchen fitter, John, who was provided by Sigma 3, again, he was very professional, very reasonably priced, and did an excellent job.
I had one snag issue arise a couple of months after installation, and I could not have hoped for a better after care service, with the minor issue being solved above my expectations.
I rate this company very highly. I love my new kitchen, it was a seemless, stress free process, and in years to come when this kitchen is done, I will return to Sigma for my next one without hesitation.

A company to avoid. Poor workmanship and poor customer service.
I purchased Karndean LVT flooring for Kitchen Diner from the Surbiton Branch, at a price of £2500. Was told there was a 6 week lead time. I placed the order by phone, and paid half. No written contract or terms were provided. I was told I would receive a fitting date about 2.5 weeks after the order.
3 weeks after ordering I had heard nothing back so contacted the store and was told that the product had not yet arrived. I was given a suggested date of installation which was 9 weeks after placing my order. I told the manager that the wait was too long as it would set back my build project and other trades, and asked about getting my deposit (half of cost) back. Strangely, he told me “not to go down that road” and refused to discuss getting a refund.
I was then put in contact with the director Ms Whiting who works at Chessington Branch. From my first contact with her, I found her to be abrupt and lacking in an appropriate customer service style. I had numerous contacts with her by phone in relation to an installation date and each time I had to prepare myself for the blunt way that she communicates. (I have seen other reviews concerning her manner, but they have now been deleted from their Facebook site).
In relation to the long lead time, after raising my concerns I was told that they did not believe my screed subfloor was not dry and would send someone to test it. He was in the house no more than 30 seconds and showed us no moisture readings. Following that, again, no communication from the shop. I called them a few days later and was told my subfloor was “very wet” and therefore would have to wait longer for my Karndean to be fitted. I took this up with my builders and experienced project manager, who disagreed that the floor was wet. English and Oriental Carpets were unable to keep the 6 week lead time for fitting so we reluctantly waited 9 weeks. Strangely, after the first test of the floor, no one was ever sent from EOCarpets to retest it, which they said would be done, so I took this to be a ploy by the company to fit the floor on the day they wanted to from the start.
Fitting the flooring took two days. The fitters worked for 5 hours on the first day and 3 hours on the second with numerous breaks. This should have been a 1 day job. The quality of finish was absolutely shocking. There were large holes left around pipes, planks were cut shoddily and to different lengths, in one area there was a 10cm gap between the wall and the planks of karndean, the interlocking system of the planks was left visible in some areas. I cannot attach photos on this site but have on Google reviews.
I contacted the director, there was no apology, no acceptance of how bad the workmanship was. I highlighted how bad the whole process with the company had been, she appeared to take it personally and became very angry, and said that her workers would attend the next day and take the floor up, and she would give me the money back. I was so surprised by her attitude that I was silent, and she shouted “well, is that what you want?” And so I agreed to her suggestion. I then went to the Surbiton branch, very upset, to speak to the manager with whom I had placed the order. He was unwilling to provide me with any help but stated that if the director had said workers would remove the floor the next day, then that is what would happen.
The next day, workers did not arrive, but I received a long email from Ms Whiting threatening legal action if I did not pay the outstanding balance and stating that she was under no obligation to remove the floor (her suggestion?! Clearly made in anger). She also sent the company’s terms and condition which she stated I was bound by having paid the deposit. This was the first time I had even seen any t’s and C’s.
She also stated that I was legally bound to allow them to rectify the issues and I was assured that new planks would be cut to make the floor good. In reality, they cut a minimal number of new planks, and patched over some problem areas with sealant. I paid the outstanding balance in full (considered withholding half due to the poor workmanship, but did not want to continue with the stress of dealing with the company). One area still looks particularly bad. I contacted them about 3 weeks ago about the area that is still sub-standard, and although they acknowledged my email they have not returned to rectify the problem, yet this company bombarded me with daily emails when their money was owing. During a full renovation of the downstairs of my house, this was the only company that caused me any problems. For a service and product costing £2500 I expected so much better. I wouldn’t recommend this company to anyone.