Samuel Hopper

Would give a higher rating but...

I purchased a gift for my wife from a Rituals store and gave my email address for a receipt to be sent to. I now have an account that I don't want. I am being bombarded daily with marketing emails that my wife should be getting.
I want to now change the email address for the account but customer service state that it's not possible to change the email address.

So, I now have to either stop the marketing emails meaning I cannot forward to my wife or create a new account for my wife thus losing rewards.

Large range of bottled and canned beer to drink in or take away. Great selection on tap that changes regularly.
Plenty of space and seating to relax and enjoy.

Very polite and friendly staff, willing to help you find what you want.

Top drawer.

A terrible level of after sales service. Phone developed a fault so contacted Motorola. An in-warranty repair was arranged. I received nothing from from their authorised repairers (Assurant) so contacted them again. I then received the delivery labels via email.
Sent the phone, short delay in it being delivered to Assurant but now its status is stuck at "Repair in Progress" and beyond when they claim they will return the device.
So, I contact them for a third time to find out why there's a delay - "I haven't a clue". They'll escalate it and get back to me. Guess what... nothing.

Without a phone and getting absolutely nowhere with them.

Had to use the chatbot twice, which did not understand my query.

After being able to get to chat with a real person, I was entitled to an in-warranty repair. Assurant are their approved repairers and I was to be contacted by them in a couple of days. A week later still not contact.
So, back to WhatsApp and having to go through the rigmarole of trying to explain to the chatbot what my issue issue - guess what?, it didn't understand so I was put into a queue with 2 before me. A couple of minutes later, only 1 before me.

Now, 17 minutes later, I am still waiting. I don't know whether I am still in the queue. I asked "Hello, am I still in the queue, to which I receive an auto response "We are connecting you to an agent... Please wait a moment."
How long is a moment?

Very poor.

27 years a customer and being quoted £80+ to renew TV & broadband (FTTC), with new customer offers for the TV & FTTP down as low as £35 was the final straw. During cancellation period, 3 messages from Sky asking me to call them to see what they could do to stop the cancellation. Too late. Upon receiving the packaging to return the equipment, I noted the same message on the box. Again, too late.

Base TV package is very poor value for money. Also, HD should be available as standard, not as an extra charge.

Been Sky free for 2 months and haven't missed it one bit.

Customer service is appalling. Escalated complaints result in promise of telephone calls, which don't happen. Latest issue has been ongoing for months with no sign of a resolution, despite them asking for, and being provided with, what I would want to resolve the matter. I would advise contacting the energy ombudsman if complaints are not handled or resolved in a timely manner.

Update:
Now, some 9 months after switching to a new supplier and having been emailed with confirmation that my account was closed, the account remains open. They also explicitly promised a goodwill gesture in the form of a cheque - instead the account that they said was closed has been credited!

Upon ordering a Sky Q box upgrade (2TB UHD) at a, the Ultimate TV Netflix Standard would be upgraded to Netflix Premium with a UHD package, which I ordered. The order didn't go through due to an issue with Sky and their systems.
After a number of attempts to order I received the box over 3 weeks later. I subsequently found out that upgrade to Netflix Premium is not part of the UHD subscription.
I informed Sky that I was rejecting the goods and wanted to receive a full refund of the £99 I have paid. They will not refund the £99 because I activated the box. I was told that the original UHD order might be active after activating the box. So, I don't know Netflix Premium is not included until after activating the box and won't get a refund because I have activated the box.

During the 3+ weeks this has been ongoing, I have been promised call backs 3 or 4 times but never received those call backs.

The worst customer service experience

After-sales customer service is very poor.
Unable to log in to the website - entering email address results in a message that an error has occurred. It doesn't say what the problem is.
I want to return a faulty item but am unable to start a return online because the item has been personalised. So, I decided to start a WhatsApp chat. First response from them was 2 hours after asking for assistance. After providing them with details so that they can assist, about 1 hour 15 mins has elapsed and I have heard nothing.

Update:
The item ordered was a shirt that was personalised. The shirt is damaged.
Adidas are adamant that they will only refund £15 (personalisation cost), which leaves me having spent £95 for a faulty item.

Previously, I had an issue with a pre-order that I wanted to personalise. I was not notified when the item was available and it was despatched without any correspondence. At the time of the pre-order, there was no way to personalise the item and, because I wasn't informed that it was to be despatched, I was unable to personalise the item (shirt printing). After contacting Adidas, they couldn't help, except suggesting I search (using Google) for stores that print shirts.

Subscription despatched Wednesday 29th March, Royal Mail Tracked 48.
Only tracking history entry is "Sender has despatched item" on 29th March. No sign of arrival.
Contacted Cafepod yesterday (3rd April) and received a response, which was basically "tracking can take time to update. Wait until end of week and contact us again if there's no updates".
Seems there's no interest. Little point in having subscription if I need to supplement it with purchases from elsewhere when items not delivered.

I understand that problems exist with deliveries, the really annoyance is that Cafepod doesn't seem bothered and don't really want to assist.

I have tried other beer subscription services and Brewser definitely comes out on top.
The concept is great - opportunities to try different breweries from a large list.
4 months in, 4 different breweries and I have not been disappointed with the beers delivered.
In addition, you're likely to get some different beers if you choose the same brewery in another month.
Because of the number of breweries to choose from, it presents a really nice problem, particularly when seeing what other subscribers post on Brewser's social media channels. I select a brewery from the list and wonder whether I made the right decision.

I had one issue which with delivery, which was not the fault of Brewser, but the customer service from Brewser was excellent.

Highly recommended for all beer lovers.

So far, my experience is pretty dreadful.
Placed an order, paid for it and order was accepted. Checked delivery estimate - one item for 4th November, another for 6th Nov.
On 4th Nov, checked account and the order was showing "payment needed".
After checking the invoice on the order, one of the items was showing as 44p more expensive than was paid.
After ringing Wayfair, I was told that this was a system glitch and finance would remove the balance within 24 hours. By Friday 6th November, the balance on the order still had not been removed.
Another call and was told that it was 48 hours, not the 24 hours I was told it would take. After explaining that it was 48 hours since contacting them, I was asked to check again on Monday 9th November. The reason the order is "preparing for despatch" is because there's an outstanding balance yet to be paid.

Monday arrives - still balance outstanding. Call them again - "I'll get finance to do it tomorrow and email you when it's done."

I know it's just 44p and I'd have paid that anyway, it's the principle. How many people will log in and pay the extra without querying it?

Not had an apology from any of the three people I've spoken with.

Returns policy dreadful. Faulty coffee machine that the store manager refused to take responsibility for. This despite going back to store within 6 months of purchase. The manager suggested that I contact the manager and was adamant despite informing him about the Consumer Rights Act.
Customer services have the same stance.
I returned to store to complain and was told by the manager that he had been asked by the customer service people to not speak with me if I did return.

Also, my father-in-law was sold the store card on one visit. He only knew about his when the bill came through. He was elderly, deaf and, although he might have nodded agreement, he did not know that he had been sold the card.