Mr. Smith

I was kept fully informed about my order, including the ability to track the lorry's progress on the day of delivery. Wayne and Ash the delivery men were very good humoured, efficient and helpful - a credit to A.O and good ambassadors for the company. The appliance was only delivered today so I'm unable to comment about anything else, but based on what I've experienced so far I don't see why I should have a problem if anything goes wrong.

I have been a repeat customer for some 5 or 6 years which should speak for itself. I originally bought a product at a County Show, but when Covid prevented the Show being held, I contacted Westmorland by 'phone. They couldn't have been more friendly, helpful or knowledgeable about what I was after. My order was posted that day. I realise from the media that Royal Mail are providing a poor service during these difficult times, but that is outside the control of Westmorland. Notwithstanding, my order arrived promptly. I hope to keep buying from this lovely family run company for years to come. Thank You Westmorland.

I deliberately asked for a parcel to be delivered to my business address, knowing that the reception is always available (either manned, or has a bell to ring at the reception desk). I was sent an email at 16:03 stating parcel was undeliverable because no-one was in. I spoke to the receptionist, who said no Hermes courier had been. I was willing to drive to the courier (who should still have been reasonably local, shouldn't they?). But surprise surprise, their contact centre shuts at 16:00. Not that it would have made any difference, as I found it is not possible to talk to anyone - all is done, either on the 'phone or by their Chat Bot - so they do not answer the query or give an option to raise a complaint. Useless, time wasting, money wasting, frustrating. I will never use Hermes to send anything. PS. It's worth watching on Youtube watch?v=KDV3wUVlwoc

I am leaving the growing band of unhappy customers. Ever since the Data Migration debacle some 2 & a half years ago, TSB's Internet banking has been a shambles. There have been all sorts of random, intermittent problems. I've just had a week without being able to access ALL my accounts! Every time I speak to an advisor they give differing, sometimes contradictory, answers and can't resolve the problem. The final straw came when a very rude advisor, "Helen", asked for my sort code & account number, which I gave. I was told I had not given the correct information, as nothing was coming up. When I asked how we could stop going round in circles & progress things, "Helen" replied "We can progress things by you giving me the correct information". I asked her to access another account, which was linked to the main account. This worked. So I asked "Helen" to confirm that I HAD been giving her the correct details. She replied "It's not my fault - it's a system fault" completely oblivious as to how rude, arrogant and obnoxious she had been. This was the final straw. I have closed my accounts and am taking my business elsewhere. Shame really, because the local branch staff are absolute diamonds, but that's no good if I can't access my accounts and get incompetents (now rude incompetents!) on the not helpful help line.

Very good service, although the part required to fix my mobile wasn't in stock and I had to wait a few days for it to arrive. However, good internal comms. by ArmaFone meant that the manager was aware I would be 'ambushing' him when he opened at 9am, even though he hadn't been on duty the day before when that arrangement was made. The staff appear knowledgeable and all of them were very engaging and helpful - either on the 'phone or face-to-face. Would thoroughly recommend them.

Using Shell Energy to provide our electricity. I was surprised when, after 3 months, they wanted to hike the monthly payment by 45%! I was not happy with this, as we were paying their projected monthly payments which they had set. I rang customer services & it took 15 mins. for a lady to answer, only to tell me that wasn't her dept. & she'd have to put me through to someone else..... which took another half an hour! However, when I did finally get through to Selma she was marvellous. I explained the situation, plus the maths based on our annual usage, and she readily agreed that the proposed hike was too much. We agreed a figure which I considered reasonable and she altered the increase accordingly. Selma was a first rate customer service rep.

TSB couldn't organise the proverbial. They have never recovered from the massive computer cock-up last year. Indeed the service and facilities have got much worse overall. For example, something as simple as printing off a list of a customer's Direct Debits/Standing Orders can no longer done in the branch - why?. Another: despite my wife and I both being named on our joint account, only my name shows up on a statement printed from on-line banking. Thus, how does one prove to another financial institution that it IS a joint account, when they ask for a PDF bank statement? And now, every time I try and log into my accounts (any of them - business or personal), I have to go through being sent a One Time Code, despite being told on the screen that if I go through the 'Trusted Device' procedure, this will stop? (I know all banks will have to adopt O.T.C.s by law soon, but why offer a current alternative that won't work?). BTW, I have written this while waiting on the 'phone for TSB customer services to answer - it's been over three quarters of an hour - "we'll be with you soon". I don't think so! If I had the time I would transfer all of our TSB accounts elsewhere. In fact, it's getting to the stage that it might take less time to do that than continue with all the problems TSB are causing. My advice to anyone looking for even the minimum service and function from a bank is, don't bother with TSB.

The Ipswich store: I went to collect an item purchased in advance. At customer service (what a misnomer) was a member of staff busy on a computer screen/keyboard. Despite waiting for some time, my presence wasn't even acknowledged - let alone a "be with you soon, sir". I got fed up with being ignored & went to the P.C. section with a view to spending many hundreds of pounds. Again I was not approached by staff and so looked one out to enquire if anyone could assist me. They directed me to someone (manager?) in that dept. who said "I haven't got anyone free just now, could you wait". He appeared to be 'floor walking' & uncommitted - so why couldn't he have taken my money? Back to Customer Service. Same lady; same keyboard/screen. Same wait. Eventually she finished what she was doing and engaged with me. As a result she picked up a 'phone to ring someone. Following her gaze, I saw a man wearing a hi vis. vest unloading a trolley across the store. He eventually answered the 'phone & was asked to deal with my prepaid order as I was waiting. When the converstaion finished he resumed unloading his trolley. Not until this was finished did he take it away and come back a little while later to see what I wanted. I could go on, as things went from bad to worse, but by now I'm sure you get the idea..... staff at the Ipswich branch deem serving customers as something to be done when other work allows: I have taken my custom eleswhere.