Robert Karssiens

Site is down, again. Or is simply unable to to connect ( 403 - request denied ))And I’m unable to manage my appointment for bloods . Very poor .

Sofia Clark, the agent with whom I worked on my travel plans, did an excellent job. She was clear, concise, customer centric and worked hard to make sure I got the best deal and arrangements for my trip. She even went to bat for me once the price had been pulled for the dates wanted and got me the same excellent price - between 30 and 50% cheaper than with the carriers. Great job.

On a general note I have always found Crystal to be a professional and client centric organisation. Clearly, it’s about the people, as proven by my experience .

We picked up our approved used JCW yesterday . The whole customer experience was exceptional. Rhys was professional and yet personable throughout the purchase, listened and provided super service. The purchase, negotiation and handover was completely painless. He paid particular attention to my wife’s concerns about driving in the U.K. in comparison to her life long experience of driving in Ukraine
. Thanks again

The company is incredibly easy to work with, flexible and customer centric. They seem to have created a real “ can do “ culture.

The support person today, and the person who took my order are very knowledgable, polite, positive and professional. Each ( Kosta, support and I have forgotten the name of the sales person ) reflect the very best of customer centric behaviours.

Here is the follow-up to my last review... Truly awful

Following my last review and their response, I wrote them again as they asked. When they asked, they made it clear that they wanted to help. What they actually did was come back to tell me, again, without any explanation that I was fraudulent, that they closed all accounts associated with my account, that the experts knew the problem. Still, they could not speak to them nor would they tell me the trouble. Positively the worst customer experience in my life

Here the exchange - I no longer have the energy or the interest to help these people - I am assuming they have deployed some kind of poorly trained algorithm to detect fraud. This would explain many of the similar complaints they are getting, including mine. The people on the sharp end of their customer service teams have no idea how to handle this kind of complaint, nor apparently have the mandate or training to do so. It's almost laughable. To be clear, we have been loyal customers buying and selling through their site for years, having achieved " Trusted Seller" which clearly means nothing. Below the thread

Here is their private response to my TP review - thanks, Max

Hello,

Thank you for getting back to us.

Regarding this account, upon further investigation into your inquiry, we have identified fraudulent activity both on your account and other accounts linked to it and only the expert team knows the reason but we are unable to ask them about it, we do apologize for the disappointment.

As a result, we have taken steps to close all accounts involved. We will not take any further action.

Thank you,

This was in response to

This is the note I wrote to Trust Pilot as a result of a hopeless back-and-forth conversation with your people regarding my and my wife's accounts. We have written to this email address before and you have finally gone radio silent on us. You have implied that we are fraudulent, without any evidence whatsoever, despite being a trusted seller. As I write below, no warning, no notice, no nothing - in fact we had to contact you to find out anything at all. You have made it almost impossible to have a meaningful conversation with your organisation about much of anything and I can assure you, the people handling your "support" are in desperate need of language training.

We need a conversation - please have somebody call me this evening or next.

Here the original note to Trust Pilot

Good business gone bad
My wife and I have been a customer and fans of VC for years. We have transacted 10s of 1000s £ through the site. Although generally poor when there is a problem, we got through it. However.., For no apparent or stated reason, two of our accounts were closed by VC mid-significant transactions. No warning. No explanation. No communication. On the first occasion, when queried, the inference was that we had committed fraud. Not once did we have a product rejected nor was such a charge made. In fact, the account held a “ trusted seller “ status. No evidence was produced and we simply received a note saying they were no longer willing to discuss it. The payment due for nearly £1000 was made. Yesterday, some four weeks later, the same. An item sent for approval post sale was approved. Literally that afternoon, the account was closed. No explanation. No warning. No communication. Equally, they cancelled a purchase my wife made of a coat, again, for no reason given, whilst allowing a separate sale to go through. The seller also has no idea what happened. To date, no explanation, no response from support, no response to chat bar some ridiculous “ we we would feel the same if this happened to us”. Calling them is also useless. Their phone message is “ please contact us through chat “. Useless. Email sent, not responded to.

Others have written about their “ Verification Experts”. We had a series of ballet slippers of high value we chose to resell through VC. Same brand, bought in the same shop. What happened? The “ experts “ reject 50% of the slippers whilst approving the exact same slippers the week before. In fact, verified items we bought through VC, then resold through VC were rejected by their experts when sent in fir verification. Once pointing out that these items were bought in their site, as if by magic, they were approved.

What once was good service and clearly a leader in the field is failing to scale effectively. This is a pity. I have over the years recommended VC repeatedly to people who have since then sold/bought £1000s through the site. I have now had to go back and share the clear change in competence & service. Pity.

My wife and I have been a customer and fan of VC for years. We have transacted 10s of 1000s £ through the site. Although generally poor when there is a problem, we got through it. However.., For no apparent or stated reason two of our accounts were closed by VC mid significant transactions. No warning. No explanation. No communication. On the first occasion, when queried, the inference was that we had committed fraud. Not once did we have a product rejected nor was such a charge made. In fact, the account held a “ trusted seller “ status. No evidence was produced and we simply received a note saying they were no longer willing to discuss it. The payment due for nearly £1000 was made. Yesterday, some four weeks later, the same. An item sent for approval post sale was approved. Literally that afternoon, the account was closed. No explanation. No warning. No communication. Equally, they cancelled a purchase my wife made of a coat, again, for no reason given, whilst allowing a separate sale to go through. The seller also has no idea what happened. To date, no explanation, no response from support, no response to chat bar some ridiculous “ we we would feel the same if this happened to us”. Calling them is also useless. Their phone message is “ please contact us through chat “. Useless. Email sent, not responded to.

Others have written about their “ Verification Experts”. We had a series of ballet slippers of high value we chose to resell through VC. Same brand, bought in the same shop. What happened ? The “ experts “ reject 50% of the slippers whilst approving the exact same slippers the week before. In fact, verified items we bought through VC, then resold through VC were rejected by their experts when sent in fir verification. Once pointing out that these items were bought in their site, as if by magic, they were approved.

What once was good service and clearly a leader in the field is failing to scale effectively. This is a pity. I have over the years recommended VC repeatedly to people whom have since then sold / bought £1000s through the site . I have now had to go back and share the clear change in competence & service. Pity.

VC - get your shop in order.

Fast, simple. Not happy to give a 5 star rating as O have not had the call or quote yet

This is a great service, giving superb global insight. Easy to use, accurate and I would argue far greater value for money than directly contracting with others. And May I also say how awesome the service and support has been and is from the beginning.

I contactes about a change in the policy. Quick, knowledgeable efficient and friendly.