Ken

I ordered a Toteme signature coat for my Wife described as brown. When it arrived it was green in colour and the Toteme label said truffle, I returned the coat without even removing it from its inner bag it was that obvious. Once the return had been processed I was advised that there was a return fee of £20.00 due to the item being as described. Lengthy email exchanges ensued with me at pains to question their statement that "brown is the base colour of truffle" which of course it is not, they ignored this and just stopped replying to my emails until one day they said they had escalated the matter to am manager, a month later and prompted by me they simply repeated what had gone before without further investigation and unbelieveably after this unilateral decision advised they would simply not reply to any further correspondence. I am incensed they =get the description wrong which is a condition of sale and then takle money from you for their error. I will never buy from them again will tell everyone I know and many I dont. I was so livid that I wanted to issue proceedings but they dont have a trading UK business. I would avoid this company its ethics are all wrong stick to great retailers like Selfridges and Harvey Nichols who treat their customers fairly.

David du Plessis and his team at the Trafford Centre new showroom are amazing, what a lovely experience for the watch we bought from them for our Son's 21st Birthday, this is the third watch we have bought from Goldsmiths and wouldn't go anywhere else.
Thanks

I have been an American Express customer since 1990, I have 3 Platinum cards and two British Airways cards as well as my Wife also has one.
Recently after almost 33 years I received a letter asking me for pertinent information to identify myself, no problem with that I have been a UK resident all my life and I am 59, I have lived in the same house for 25 years banked with the same bank for 44 years am on the electoral register and so on.
However I baulked at the proof of income request, a request I might add that they sighted as mandatory under the KYC and MLA legislation. I am not aware and have checked to see if this is legislative and it seemed not.
I therefore asked American Express to provide me with the detail of the legislation they clearly state they are only requesting because they have to legally, they didn't provide it.
I raised a complaint, this was "lost" in their system for a month leading to them back dating it.
They found against me yet didn't contact me, the detail on the letter was incorrect on which they had based their extensive investigation.
When I asked for an explanation I was told because the complaint wasn't upheld they wouldn't engage and speak to me. Furthermore they have suspended my card despite saying they wouldn't until the process of querying the complaint was at an end, it clearly was already because they refused to engage.
I have over 400,000 Amex points, have never complained before in over three decades, always paid my bill in full and of course the ever increasing card fees which run at over £1000 per annum.
On three separate occasions I got differing information but they maintained that legally they must ask and glean my income, they mustn't but they want my data.
Oddly some companies will pay or reward you for such valuable information not strongarm you in to it under the guise of legality.
To say I am disappointed would be an understatement, used to be fantastic but they are broken.
My card renews in June I asked them to terminate it at renewal but they are unable to do this in advance their system won't let them, in this day and age, really ! Just tactics to annoy you even more and hope you forget.
I am sick and tired of retailers not taking it, or asking for payment by another method to avoid the merchant fees, the Concierge can never get you what you want even when you visit London the travel service is overpriced compared, the only value I glean living in Manchester is the Priority Pass cards that come with it, until recently not accepted at lounges because tour operators are charging customers for it and the lounges make more money. My bank premium account does likewise so think I will surrender in June and move on from the one sided relationship it has become and get on with my life, having first transferred all of my well earned points.

Everything from access to my account to billing to changes made without my consent

Really good first experience

Terrible experience, ordered a Dainese rain jacket, in Large, bought loads directly from Dainese without issue all large so suspected it was incorrectly labelled, colour described as Anthrax but shown as black on the image, yet was a deep green colour, when I contacted them they couldn't have cared less, wanted 30 euros to return and refund and yet it was only 47 euros in total, worst online experience in years, don't care and make money off the back of it, shameful. Lesson learned I will get my money back one way or another and only buy directly from Dainese or similar next time and forever.