Josie Lyon

I own several cashmere jumpers from From Future and they are gorgeous. On each occasion I have placed an online order however, the whole process is agonizing. They do not have a good logistics / procurement department so be warned that packages are delayed or, in my case, don’t arrive. They need to improve this side of things to match the quality of the product.

I own a pair of Bobbi ankle boots and have worn them every day for 6 months while walking the dogs. They are the most comfortable boots I have ever worn and can walk for miles in them. Unfortunately they recently developed some small splits in the big toe area. I contacted the customer care team and they have despatched a new pair as they were under a 12 month warranty. I am very impressed with the customer service and as I said they are incredibly comfortable.

I am baffled by the variance in reviews for Dusk. Some people have a great experience, and others, like me, have had a dismal experience. I note that their responses on this platform to poor reviews is a template reply about how they have grown rapidly and are battling with logistics etc etc. Why would you grow your business without getting the basics right when there are so many companies who get it right? I have now requested to cancel my order but there is no one to speak to to confirm that this has been received and you end up in a circle of doom using their hopeless "contact us" form on their website. I don't understand how some customers have actually managed to speak to someone as there is no phone number or call centre. I would NEVER order from this company again.

I have ordered bed linen from Dusk in the past and had no problem and I have really liked their product. However, ordering furniture is a different matter. I had a delivery slot booked and on the day of delivery, the delivery company (BSJ) called to say an item was missing and they wouldn't be delivering after all. There is no phone number to call anyone at Dusk and they take days to reply to messages sent on their "contact us" form. I have no update on when the furniture will be delivered and have even had an email asking me to review the furniture as though it has been delivered. So, I would NOT recommend this company.

Had a great experience with Mirza and Alfie. The showroom is perfectly set up for car sales. The guys know their stuff and service is pretty slick and efficient. I would definitely use Big Motors again.

We ordered a super king size oak spindle bed from this company through Dunelm. The support legs for the middle slat were missing. FOUR further attempts have been made to deliver the missing legs but each time the box arrives without them. It seems impossible for anyone at this company to ensure that when the package is sent out, someone has checked that the missing legs are inside. Is there indeed a human at this company?

We ordered a super king size spindle bed on 9 June 2023. Delivery was prompt and without problem. The bed is nice. Unfortunately, however, the bed arrived with the two supporting legs (for the middle slat) missing. We subsequently contacted Dunelm and arranged for the missing support legs to be sent. The first attempt failed due to the box being “lost in transit”. The parcel finally arrived on 20 June with the two support legs missing again. In the meantime, we installed the bed and used books to support the middle slats. On 31 July, a third attempt was made to deliver the support legs-this time the entire bed was sent and on delivery we opened the box in front of the delivery men and once again the support legs were missing.
I have made multiple phone calls and sent numerous emails to Dunelm and urged them to speak to the supply company as clearly there is a problem at that factory. It is now nearly 2 months since the first delivery and still the matter isn’t resolved. The bed is being supported by books!! I do not know who I can escalate this to?

UPDATE 31 August 2023: a further attempt was made to deliver the support legs today. An entire new bed was sent. Once again the legs were missing. CRAZY!!! Will now request refund.

I ordered 36 antique brass cup handles in the sale for a kitchen renovation project. I really wanted to test the quality of the product because they were significantly cheaper than armac martin handles which is the retailer that my kitchen maker recommended. I can’t knock the quality of the handles themselves, hence 2 stars. They seem solid and decent quality. HOWEVER, the overall delivery and communication from Cox & Cox has been woeful. The handles arrived in 3 separate deliveries over 2 weeks - in batches of 4, 21 and 11. There was no communication around the separate deliveries so each time I got a parcel I just had to wander where the rest were. I now have all 36 handles, of which 23 come with matching screws. When I sent an enquiry regarding the matching screws for the other 13, I was told that they were not supposed to come with screws in the first place and therefore they couldn’t send me the missing screws. So, if they are not supposed to come with screws, why did 23 handles come with screws? I will now pack everything up and send it back for a refund - just a dismal and disappointing experience.
Basically, I take this as a lesson learnt that sometimes it is just better to go with a recommended retailer and pay the extra money for quality AND service.

I bought the heelease a week or so after developing a recurrence of painful plantar fasciitis. I used it per the instructions and also iced my heel, gave up my daily hour’s walk and ditched the flip flops. So, did everything you are supposed to do. My PF has now significantly eased and I am no longer in pain. How much this is down to heelease I cannot say, but I’m certainly a happy punter. The gadget is easy to use and painless and it arrived within a few days of ordering.

I was originally sceptical that this company was legit but my experience ordering a dining set and chairs has blown me away - they deserve 5 stars and more. The goods arrived within a few days of ordering (good quality, happy with them). Unfortunately we dropped the table on assembly, smashing the glass into a thousand pieces (total accident). I called the company to order a replacement glass top (customer service available 7 days a week and you actually get through to a human), and not only did it arrive a few days later, but they sent the replacement free of charge. How fantastic is that. I would not hesitate to use this company again.

Really disappointed with my experience of this company. Ordered a 6 seater garden dining set online on 2 June for delivery by 11 June. Despite several emails and text messages confirming that the order was on track and would be delivered on time (including yesterday), I then received an email out of the blue last night abruptly cancelling the order. No explanation or any kind of apology just a cancellation and confirmation of refund within 5 days. I am now left with scrambling around for a new dining set for guests arriving on Monday. If I had known they wouldn’t be able to fulfil the order, I would have ordered from a different retailer in the first place.

I’m really surprised to read the negative reviews about Nespresso. Yes our first machine broke after a week (vertuo next machine) but nespresso delivered a new one within a few days no questions asked. The customer service people we spoke to were really helpful and super efficient. We have also done an order of coffee pods and those arrived within 24 hours and the bag of old pods collected. We live in a rural part of Wales and next day delivery is rarely achieved. We have been really impressed with nespresso overall and despite the broken machine we would highly recommend them.

What an absolute shocker. Have spent 24 hours trying to order some dresses on the website to no avail. No customer call centre, no response to IMs or email. I eventually gave up and went back to trusty John Lewis. I can only concur with other reviews that since HoF was bought by SD, it’s gone downhill fast. With so many retailers having such good websites and customer care these days, it’s a wonder HoF is still in business. I will certainly not bother with them again. Life is just too short.

Update: I sent the email to the customer services email as requested by “lance” and have never received a response to that email (it is now 3 weeks later!). So they may talk a good game but do not be fooled.

Update: got day 8 results back with one positive covid result and one negative. Almost impossible to fathom since we had been self isolating (strictly) for 20 days in total. Immediately went to get an NHS PCR test and both came out negative. That one erroneous positive result sent NHS track and trace into a tail spin requiring us to do another 10 days of self isolation! After many phone calls and escalation we eventually got released following the NHS result but it was a nervy couple of days which we could have done without. Are nationwide to blame? Could they have mixed up the samples? I don’t know, but I merely update my original review for info.

So far so good. Ordered day 2/day 8 test kit on the Monday. Package arrived by the time we arrived back in the UK on the Wednesday. Clear instructions on what to do etc. Did day 2 test, sent it back priority post and got email results within 24 hours of posting. Very satisfied and all bodes well for getting day 8 done and results back in time for day 10 release and party time!