UK customer

A delivery recently went amiss, due to a driver mistaking the flat number and delivering it elsewhere, but the company were brilliant at fixing it. I rang and spoke immediately to a customer service agent (Frazer), with no holding, or computerised voice. He rang me back once they'd planned the re-pick up and updated me, very apologetic about the mistake.

The driver returned the same day and I got my parcel delivered.

Despite an offer of a "Top Up" still being referred to within the "Set up a New account" instructions, this offer is NOT still available and has not been for 4 weeks. This is false advertising.

So far, Tandem are refusing to honour the offer and if they continue to refuse I will be reporting them to the ASA as well as the financial Ombudsman.

Update: Contrary to what the 12 Sept reply below from Tandem suggests, I raised a complaint on 11 Sept. Their complaints team (Tom) has already asked for evidence and received it.

I messed up, and accidentally got a parcel delivered to an old address of mine. I called DPD after delivery and the fabulous agent, Grace, arranged for the parcel to be collected and delivered to me for no charge.

I would definitely use DPD over other services which offer no way to speak to a human when things go wrong.

I recently tried to close an instant access account. It was painful. I was told I had to write and post a letter. I did so. Once they had received it, they then informed me that it may take up to 15 days to close. Not exactly instant. I could only take out 10k a day by phone, or 20k a day by the app. So, the soonest I could have my "instant" access would have been 5 days.

However, that day, the app was not working...it was a bit like a farce.

Avoid, in my opinion, until they have systems which are able to actually deliver what has been marketed.

They did begin an investigation into the complaint I raised during this process, but I have bowed out now that I have my money so am not engaging...not my problem to solve. I do hope the investigation leads to some changes, though.

I bought many items for a bathroom from QS and had both broken and faulty items. Each time I was able to email (an actual email address for customer services! AND an incoming call phone number! Hooray!) and received a reply within minutes, usually with a follow up call the same day. Each issue was dealt with fast and perfectly.

Having since saved a few pennies shopping at other bathroom retailers, let me tell you that I wish I had not. QS Supplies is the best by a long way in terms of understanding consumer law and providing a truly excellent customer service.

There is absolutely no way to contact this company. The chat cuts you off before you reach the head of the queue. I plan to use the small claims court as clearly that is the only way to get any successful outcome for products which fail within the one year guarantee. Appalling. Please do not make the same mistake I did, and instead avoid buying anything from this company.

UPDATE: After reading the above review, the "customer feedback" team reached out by email offering a replacement item, as the product was still under guarantee. I accepted. It is worth noting that there remains no way to contact customer services other than chat or Trustpilot. I recommend Trustpilot.

I upgraded my stars to 2 due to personal satisfaction, but left it low as the return/refund/replacement process is still deeply unfair to the consumer.

I have been waiting nearly a week for the "development team" to deal with a faulty cistern bought in 2023 and send a replacement. The sweet but unable to help person who reached out to me 5 days ago only wanted me to positively review him...but has clearly no interest in whether I am actually helped. Lol. Pretty poor.

UPDATE: I received a further call and was offered a replacement item for a faulty item bought in 2023 "as a gesture of goodwill." This was confirmed by email. I pointed out that my statutory rights mean that this act of theirs is less a gesture of goodwill and more the law. Lol. Anyway. I increased my stars to 3 as at least the problem has been resolved.

Spent over £300 on rip-off chargers through topcashback and apple declined to give me the % cashback. What appleholes.

Worst rental agents. Tried to take 4k off me at the end but the arbitrator ruled against them. Staff turnover is high and no emails are passed onto new person so all tenancy history is lost. Avoid as a tenant. You'll regret signing, however nice the place is.

Jordan was brilliant and gave me one thing to try which worked. Thanks!

All rugs >40cm are CUT. Be warned. Terrible how this is hidden til small print on postage page.