Sam OT

Crooks. But, we all knew that anyway
• Parcel arrived badly damaged
• At first, they refused to replace
• Eventually they did, then tried to charge me £5 for the return after explicitly saying they wouldn't

Keep on pretending to try to deliver and say I'm not available. I'm working from home at the moment, a few metres from my front door. No-one has come. There's never a photo of the property or anything. Clearly just lying

Very easy experience. I could book a specific timeslot, including 8:30am—versus the other tyre place in my area who only offered "morning" or "afternoon". Was all done in around 15, maybe 20, minutes. Decent price, excellent service. Will surely come here again next time I need tyres

Appaling Customer Service.

They'll do whatever they can to get out of paying you what they owe. Very dishonest people. Must be extremely vigilant if you use them!

Only sign up if you believe you are going to get quite a lot from the 10% cashback. The £15 monthly bonus gets swallowed up immediately by the £15/month fee. So make sure you use it every month and ask yourself if it is really worth it.

Also, on various places like The Trainline, you can get a free one month trial. Use it three times and you can get £15 monthly bonus twice and £16.87 welcome rewards, without paying them anything. Just make sure to remember to cancel in time!

Some shown tickets just gave an error when trying to add to the basket. These were the ones I wanted most, too. The tickets weren't available on other providers, so I guess they don't actually exist.

I used to have this problem no end with European train booking on Trainline, but now it's creeping into the UK part too.

Only show tickets that are actually available, please! =P

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Trainine have replied. Read their reponse =P -- pretending that it's because multiple people are buying at the same time. This quite obviously isn't the case. I just tried to buy exactly the same ticket again and---shock horror---it doesn't work! :O -- who'd have guessed...

I didn't really mind before, but that response is so unprofessional. Just take responsibility for your errors, don't always try to blame someone else. This has made my experience significantly worse. I've adjusted this to a 2* review, instead of 3*, as a consequence.

Generally I have found Dell machinery to be good. But if there is an issue, then getting support is an absolute joke.

I had a fairly minor issue. I paid for ProSupport so contacted Dell. They just immediately went to "you need to reinstall Windows". This is the classic "get out of jail free" card: lots of work for the customer; none for the support team; might fix it.

I convinced them to pursue other avenues first. Dell Support suggested various fixes, which I then tried. Then they suggested exactly the same fixes again---clearly a different person was replying to my message and send the same pre-written message. I was told repeatedly, "We are certainly this will fix it"---by a person who no doubt didn't even know what the problem was.

I was referred to the Product Team/Group, whatever that means. I was told I'd get a response back within 2 days. It took about 10 days---yes, _ten days_. The response was some non-sense, as always. Eventually I reinstalled Windows, under their guidance.

Now they say that I haven't reinstalled Windows correctly because I reinstalled my programs too. My fault arises on average once a week. So I really need to run for minimum two weeks, probably three or four to be safe, to know if the problem is fixed. They said I need to run without the programs installed to see if it's fixed. I have lots of programs. They were genuinely saying I needed to use my computer without its programs for months.

Similarly I was asked to only use my machine in Safe Mode for an extended period of time.

I'm now getting non-sense like, "The tests show that there isn't a hardware fault, so you need to reinstall Windows." Yet they replaced the RAM at one point when the tests were still being passed. Clearly they just lie to say whatever they choose.

They say they won't investigate further until I have reinstalled Windows again---which takes a long time and a lot of reconfiguring!---and run without my programs.

They also frequently make claims which are obviously false if you have knowledge about computer troubleshooting. However, if you don't have such knowledge, as many people don't, you would just believe what Dell Support is telling you.

I would sometimes get messages saying something like, "We have an updated for you. Please let us know when it's a good time to discuss." I would reply with a time. They would respond, "That was just an automated messaged to keep the case active. We don't have an update"---even though the message literally says they do.

Absolutely disgraceful. Oh and remember, this is *Pro*Support---a paid extra. I have burned an enormous amount of time on this. Absolute disgrace.

It is probably easier to demand a replacement through legal rights and deal with these people.

Edit: Reading other reviews, it seems that the view "good equipment; awful support" is quite standard

A fairly wide range of choice for discount, but check the conditions: often they can catch you out. Also, websites often have their own discounts, eg "10% off first order" or student discount. Using these almost always invalidates the CompleteSavings discount.

They also try to catch you out wherever possible. Make sure not to forget to log Monthly Saver, etc. They won't let you off. Basically, it seems that the company makes quite a lot of their money from people who forget to use it but still pay. If you are on it, then you can make money from using this company---and I have made quite a lot. But just make sure to remember every month!

Chase up cashback if it doesn't come too. They're particularly bad for logging reservations. They only pay the cashback after the event, eg hotel stay. This makes sense: lots have free cancellation. But if you book 6 months in advance, they likely won't track it. Set yourself a reminder to check after your stay!

Customer Service is a bit of a joke. Basically they normally just try to do whatever they can to not pay you. Make sure you follow the Ts & Cs and you will be ok, though.

[Review left as part of promotion to win gift card]

• I purchased clothes online, paying for standard delivery
• They did not fit, so I took them back to the store
• I was refused a full refund (including delivery), even though it is a legal requirement (under Customer Contract Regulations) and is explicitly stated on the Debenhams website (which I showed to the people in store)
• Spoke to two supervisors, both of whom refused to process my refund
• Emailed customer service, but no response for a week
• I have reported them to Trading Standard Office and have started a case using Resolver

Resolver (search for "resolver complaints") is a free service recommended by Martin Lewis of Money Savings Expert. I certainly recommend that you complain through this procedure!

Where I was working overlooks my car park. I saw the driver drive into the car park. Then saw him/her drive off immediately! Took a photo of the house, but not of the front door. Didn't even come to the door, never mind try the door bell or the phone number which I had left. There were multiple of us in (four of us, I think). Other delivery drivers have made the trip from the car park to the main door...

Parcel is rescheduled for tomorrow (Sunday), which is good, but I stayed in for this delivery. Now I'll have to stay in tomorrow. Very unprofessional. Clearly was just in a rush to finish. Highly recommend against using DPD!

UPDATE: They cancelled the delivery for Sunday. I was not contacted about this. I only found out because I looked on the tracking information to find out the delivery slot. Now they have rescheduled it for Monday. Let's hope third try luck. Utter shambles. No support available -- just a terrible automated machine, which gave somewhat irrelevant answers.

UPDATE: Delivered successfully by a very friendly man on Monday morning

UPDATE: DPD replied to this post on 22/06/2020 saying, "An advisor will be in contact with you soon to resolve this issue." Contacted a week later by a very friendly lady at the customer service centre, who was genuinely apologetic, didn't make excuses. She is forwarding the complaint over to the relevant depot. While it was a bit of a shambles, they do seems to be taking it seriously. Glad to leave it on a happier note! :)

This weekend just gone, I placed an order for two suits from Next.co.uk. I accidentally put in my old address. I realised almost immediately, contacting their (very difficult to contact) customer service within a matter of minutes (maybe 15). It was a bit of a fuss, but the order was cancelled. I asked for an email confirmation of this, but I was told to not worry and that it was marked on my account. (Pretty dodgy, so I saved the conversation transcript.)

I had paid with a gift card. I wanted to reorder with the same gift card. There was an issue with this, but the assistant told me that couldn't be sorted in chat; I had to call them. I pointed out that no-one answers the phone -- there is an automated message which says they won't answer and will cut you off (due to Covid-19, I can only presume). I was promised a call back at 5pm. I arranged my day around this. It didn't come. Around 5:10/5:15, I contact support again only to be told that that operator is on a different call. I am promised another call back at 5:30. That never comes. I agree with the agent that I shall purchase normally and then have it refunded later (and save this transcript). Items come a few days later.

Now we come onto the ILLEGAL behaviour. Today (3 days after the start) I get the original refund through. However, they have not refunded the delivery charge!! This is completely illegal. Consumer Contracts Regulations _require_ that this is refunded -- and that applies if the item is delivered and I return it. (They are not required to pay my return costs.) However, the item was never delivered (due to being cancelled) -- so they certainly cannot keep the delivery charge!

I see that Next have form for breaking these regulations: (Search your favoured search engine for "Next breaks refund rules for online deliveries - BBC News". It's a 2010 article in which there is a quote from Next saying "Next is in the process of implementing the necessary changes to ensure that delivery charges will be refunded"; 10 years on and this scam is still going on.) Many people may not be aware of this, and will be being scammed out of their money. As such, I have reported Next to the Trading Standards Office.

I have emailed them to say that they need to give me the full refund.

This is appalling customer service and illegal behaviour. Hence being reported to the Trading Standards Office


UPDATE

I got the refund. In rebooking, I was given what turns out to be incorrect information by Customer Service, which meant that I had to reorder _again_. I still haven't got my money back. I had to take some items back to the store -- six in fact. When I looked on the receipt as I was leaving, the assistant had only scanned five of them! Leaving me £35 out of pocket. I went back, and was told I only gave her five. They then looked in the bag and was like "oh, yeah, there is another". No apology offered.

Customer Service is disgraceful here. If you can find your items elsewhere, I _highly_ recommend that you do

UPDATE

Next are now trying to refund me with a gift card, rather than the credit card by which I paid. Scam artists with hopeless customer service -- not even the same person dealing with my claim each time, so I just get default responses. AVOID AVOID AVOID

I do make a reasonable amount of money from using this, but sometimes I wonder whether it's worth it. The 10% cashback often isn't registered (even though I do all the things they require, making sure to access the retailer from the correct page). I then have to email the receipts, and there is normally some complaint, or it's not clear which things have actually been accepted.

For example, one time I used eBay and had it sent to "S M Thomas", while on the Complete Savings account I am down as "Sam Thomas". This meant the cashback was initially rejected, and i had to email about it.

So my advice is to use if you know you're going to be buying every month (I travel by train at least once per month, for example), but be vigilant!

*Update.*
To iPost's credit, someone did reply 32mins after I posted this -- not that I had any expectation of a response; I would use the "Contact Us" form for that purpose -- and later in the day called me. He was very polite and apologetic; however, he was still only able to provide a 10% reduction for the delay (so under £1.50) -- compare that with Royal Mail's Next Day service where you get a full refund if it isn't delivered next day. Because of this member of staff, I have increased the rating from 2 to 3 (out of 5).

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*Original post.*

Not picked up when arranged, with no contact. Had to send two emails and make two phone calls -- very difficult to find a number for them, but you can try 02476 937770 or 02476 937777; one is automated, and one DHL, but you at least get more information than their website.

I arranged pickup/delivery on Friday/Monday. Because of the delay, I had to make sure there was someone at home all day so that it could be collected on Monday, while I'd arranged this for Friday; similarly my buyer had to do the same on Tuesday, when he had arranged Monday.

Upon asking, I was offered compensation... of less than £1.50! Pretty insulting. Customer service wouldn't answer my question, but just said "It's policy" to everything. They said they'd reply within 3hrs. My reasonably urgent query of "where is the driver?" took about 7hrs to get a response...

They also try to scam you on the insurance, so beware! If you select insurance bracket "£250 to £500" (which is about £4 at the time of writing), and then type in the value bracket "£500", without warning you it sneakily changes your insurance to "£500 to £1000" (which is about £7 at the time of writing)... even though £500 is in the range "£250 to £500". This happened to my dad, and they refused to refund him the £3. Absolute disgrace. (Note that, overall, they do tend to be the cheapest on insurance, I have found -- and will carry electronics, such as laptops -- but be careful with this particular scam!)

iPost do seem to be the cheapest, but you have to accept that they're a bit of a shambles. I know of one business that has stopped using them because of this, and their lack of honesty.

Summary. My phone took nearly three weeks to arrive, in which time I had moved to university causing further issues. There were many mistakes on the part of MPD employees, including telling me I could have sent to my university address, only for me to ring up to ask where it was a while later and be told they don't to university addresses, and one time not accepting my home address because they hadn't given it correctly to talkmobile. See below for more details.

On posting of this review, a representative contacted me about trying to sort it, and offered me some compensation, which was an honourable thing to do. A shame it took until I'd posted a review, but better late than never.

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UPDATE: MPD have now agreed to pay the cashback, and it is being processed. I shall update again when the money is actually in my account. As such, I've increased from 1* to 2*s. Still, shouldn't take 10 (long) emails to get the cashback.

However, they are now trying to renege on this promise of cashback. I claimed cashback after 6 months, and on trying to after 15 I've been told I can only get for the months 12 to 15. As such, they're trying to steal ~£40 from me. I've had now a phone call and about 10 emails with customer service, and I get basically the same response every time: they just quote the Ts/Cs to me, and then make a crazy inference and say I can't claim for months 6 to 12; I've even spoken to other people I know about this, and all of them have agreed with me.

Be warned: when they say you can claim cashback "as of" months 6, 9, 12, 15 and 18 (for a 24 month contract), and that the bill you provide for one of these months must be less than 60 days old, what they actually mean is that you *must* claim within 60 days of *each* of these; moreover, they will pay you one-fifth of your cashback after each of these (not 6 months worth, then 3 and so on). This is a perfectly reasonable scenario, but it is not what is written on their website. If you follow these (additional) requirements, then I don't believe you'll have any issue getting the cashback.

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Details of original shambles.

I ordered on a Friday afternoon, with the website saying that it would be delivered on the Monday. I was moving back to university on the Friday, so I thought this was ample time. After a while the order tracker changed to asking me for more information, because they hadn't given my address to talkmobile properly, and so they thought I didn't have a house name/number. Then had to wait ages (and multiple phone calls) for a credit check (so much for next day...) which finally came through on Wednesday.

I phoned them Wednesday evening to say that I needed the order now sent to my university address, as I wouldn't be at home from Friday onwards (leaving early morning). They said that they wouldn't send to a different address (even though they were at fault). They said to change my bank address to my university address, then they'd transfer the credit check over and I'd get it quickly.

Bank took until about Saturday/Sunday to do this, so I phoned up and asked for it to be sent. I was then informed that they don't send to university addresses: one person told me this, but then when I phoned up later to speak to him after he'd checked something, the person who answered had no problem with it. So through went the order, no problem that time.

A few days later it still hasn't gone through, and I ring up and find out that the first person was right, they can't deliver to a university address. So I ordered with my other card -- still registered at home. I made sure they knew to transfer the credit check over, and they said they would.

So the order went through and, lo and behold, they wanted a credit check. Now it's changed to "Order is being verified".

While the employees have been pleasant, at least twice now I've been given incorrect information. I'm now just waiting for the order to come through to my home, then I'm going to have to pay for it to be sent up to me, and of course take the risk of its getting lost. MPD didn't even offer to pay for this delivery, since the only reason I didn't have it before I left* is due to their error. [*Note that next day delivery plus at most 48 hours for the credit check would mean that the latest it could come would be Thursday. However, their error meant it was scheduled to come Friday.] I wish I'd just let it come Friday, then have my parents send it up to me. However, given the information I had, I doubt this would happen.

Bought frequently from Wiggle, and will continue to.

This time, the mudguards were actually faulty, but this was a factory fault, not Wiggle's. Wiggle replaced them very quickly, including sending the replacement to my uni address instead of home address.

Also, they didn't require the originals back, so now I have a perfect set and one that is damaged, but only one part (pretty important part, unfortunately!).

Easy 5*s. Will continue to use for my cycling needs!


On a side note, ignore the low ratings due to delayed postage. (In my experience) Wiggle dispatch quickly - and they send confirmation emails - but there's nothing that they can do about any delays due to the courier. A lot of the complaints are also international deliveries: you cannot expect a very precise and accurate expected delivery date for international deliveries, and delays (outside of Wiggle's control) are very common.
(Note: I have NO affiliation to Wiggle in anyway, beyond purchasing from them from time to time!)