Alan Johnston

I really appreciate the helpful staff in my local branch (Hexham). On many occasions they have gone out their way to make sure my purchases are fit for what I want to do 😊. The website is excellent and online ordering is easy to do and collection is often available quickly after ordering.

First of all - from the moment I looked on the website the T-shirts I wanted to buy were amazing! The prices were a little expensive and the delivery charges on top put me off a bit. In turn, the only reason that I haven’t given five stars is that I didn’t buy on the first instance and the company kept sending me emails with higher percentages of discount until I couldn’t resist! So a very happy customer, but not quite the way I would want it to be! 😊

The shed we bought was excellent quality. We were kept fully informed about delivery, and they gave us a delivery slot and also rang us on the day before delivery - excellent service. The shed was fairly easy to put together and now it’s in place it looks great in our garden. Would thoroughly recommend them 😊

Visiting the shop and purchasing our new settee’s was good. However, the online tracking of the progress is much less efficient. I eventually rang and asked someone whether it could be delivered earlier. They said it could and that someone would ring me last Saturday to confirm a delivery date. Nobody rang. I tried to use their online chat today, which is absolutely appalling. It was not uncommon for it to take five minutes to respond to one question. This quote from the chat Simms it all up - I had ask ed for a direct phone number - he said this -

“Unfortunately there is no direct number for the team. They do work from a call back queue system and the time frame is 72 working hours”

(Note to DFS I have screenshots of the chat to prove this should you wish to investigate)

It turns out there IS a telephone number and I have actually now talked to someone and been given delivery date but it’s far too much effort and not good customer service.


Update - How typical - they reply telling me that the information I was provided via chat is correct. It was NOT, and I included the quote to prove it!!!!

Why would they expect me to provide an order reference number? The whole point of Trustpilot is to collect genuine and realistic feedback on what customers experienced. The fact that they say please don’t hesitate to contact us again. Just reinforces how little they care about customers. If they cared they would offer to contact me!!!

Really helpful company from start to finish! Kept us well informed, and the fitters were excellent - really thorough, great product and they cleared everything up after them - plus a phone call later to ensure we were happy! Would thoroughly recommend them 😀

Just had all new double glazed windows fitted. From start to finish, this company were excellent. Their staff were always helpful and kept us well informed at every stage. The two day instalation went as smoth as clockwork, fitters work was immaculate and they tidied everythnig up after they had finished. Their quote was very reasonable and I would highly recommend them

I've used this company a few times now - and they really are fantastic at what they do! Their stock is extensive, prices are really competative and their customer service is excellent. It's so good to have a retailer who puts the customer at the heart of their work - well done!

You can really tell how good a company is when a problem arises! I ordered a DJ mixer from them - but on the day of delivery, I was in all day but got a message to say it had been delivered just after lunchtime - I checked outside, but nothing. The company reaponded very quickly to my message to help - they in turn contacted the courier and sent me a picture of where the package was - which was behind my next-door neighbours bin! This sorted it all out really quickly, so thank you so much! I'd also say that the piece of equipment is fantastic, at a great price and I would wholeheartedly recommend the company!

I bought a phone just over 2 weeks ago which is now faulty - it has frozen, can't be switched on or off and seems to be trying to restore itself - but eventually you just get an error message. When you try ringing them, you get a recorded message saying you are in a queue, which then changes to a message saying no one is available and to leave a message and someone will contact you. I have left 5 such messages, and never got a reply. Even more ridiculously, I sent them e-mails on the 6th and 10th of February and they replied to each of these - but when I eventually did manage to get through on the phone, the person claimed they had never received them! I pointed out that, in order to have replied to an email you must have received it, but they maintain this ludicrous stance. I am now in a Paypal dispute with the company, but once again they are refusing to respond. Fortunately I have taken numerous pictures of the faulty phone, and evidence of the times and durations of phone calls to them and have sent them these, as did paypal. To date, they have made no response.
UPDATE - on 24/2/25 I got an email from Paypal at 16:15 saying they were reviewing the case. I got another email at 16:17 - 2 minutes later saying I was awarded a full refund. This clearly shows how ridiculous Smart Cellular's case was - the phone was simply not as described! Thanks to Paypal - but I really would advise anyone not to deal with this company!
Next update - the comment left by the company is completely vacuous - nothing they claim they do happened in my case - it’s pure fantasy on their part!!!

First of all renewal quote was 44% higher for a now 15 month old puppy with no claims in last year! I could get much lower quotes for Petsure themselves through Comparethemarket. Their phone staff were not helpful, and couldn’t match this - which, if I accepted, I’d lose my lifetime cover entitlement. Then complained - they say they aim to reply within 24 hours - phoned 3 days later and was told the person who handles complaints was not in today!!! Really dreadful customer service … 😩

Absolutely non-existant customer service! After purchasing a dog bed, I didn't even get the promised confirmation e-mail. After waiting for over a week, I contacted the company through their website. I got NO reply. I then sent an e-mail to their customer service address - and again got NO response. I therefore contacted my bank who agreed to take action to recover my money. Eventually, the bed did arrive, but even now I have had no contact whatsoever - I will NEVER use this company again.

I have been an Octopus customer for some years now, but recently their customer service has been appalling. I have a smart electricity meter which has failed to provide readings twice in the last five months, meaning that I only got bills with gas charges on, this fault, first reported in January, has still not been resolved. The response time to emails and phone calls is now really an issue - I have frequently had to wait many days for a reply. Frankly, no one at Octopus seems to care.

Last flight was late August - just after the Uk air traffic control issues. Jet2 staff were fantastic as always and our flight was on time, whilst other airlines departing that day to the UK were mostly delayed. Jet2 is definitely our much preferred carrier 😊

Took the ‘30 day free trial’ offer for Prime membership, but then cancelled it a day later, on 9th March. Have email from edreams to prove this. Yet, on 6th April they took £59.99 from my card. Absolutely terrible customer service trying to get my money back. Have been promised 3 times on the phone that it will be done - it still hasn’t. Spent hours on the phone to them - I would avoid this company completely!,,,,

Regarding their reply below - all I got was an email on the 14th July saying that my refund would be with me in 5-7 days!!!! Clearly, no one appreciated the fact that they had ALREADY failed on 2 promises to refund me. Not once have they explained how they took money from me in April when I had already cancelled the month before. I repeat, and absolutely uncaring company, to be avoided.

Having bought a villa in Spain, I’ve been travelling regularly to Alicante - from Newcastle, Edinburgh and Glasgow. Jet2 is absolutely the best airline - staff are always really helpful, and the phone App is excellent! And, of course, prices are really reasonable. I signed up for ‘MyJet2’ and have also been sent discount codes for 15% of flights - I absolutely love Jet2 😊

Great prices - easy pick up!