Nicole

I have tried contacting this organisation for three weeks regarding paying a parking ticket. I wasn’t trying to dispute it, I just had some personal circumstances that would require further discussion and a longer payment window. They’ve ignored every single email. They’ve refused to give me a complaint email address and said I must write to them like it’s the early 90’s. I’ve refused as there is no way to track this letter other than via Royal Mail. Absolutely disgraceful. If I don’t hear back within next few days I will be taking it further.

Ordered online and within minutes realised that the delivery address did not match the billing address. There was no option to cancel the order, so I had to opt for FB messenger (which to date has not been responded to and it’s been almost a week despite response time saying usually within 8 hours), or email to the “help” email address (response time should be 24 hours). I notified via both that the delivery address needed to be updated as I couldn’t do this my end. I received an email back saying the warehouse had been contacted about the change in delivery and it should have hopefully went through okay (it didn’t.) I emailed again the next day once I received notifications that my parcel was shipped (still the wrong address on it). I then tried contacting Evri who advised any change of address needed to be via Superdrug. I went into my local store (as it was now Sunday, I had ordered my goods before 3 p.m. the previous Friday) as I had repeatedly emailed and messaged the contacts supplied by Superdrug, and had received no response. The assistant manager in my store was lovely and told me to come back the next day and she would put me through to head office.
At this point I was beyond frustrated by having no response so I raised a complaint.
It’s been almost a week, still no update on if the parcel is being sent back to Superdrug to be resent to the correct address.
The person dealing with my complaint, Catherine, has been quite demeaning in her responses. I already explained in other correspondence that I had taken the necessary steps with Evri to recover the parcel for her to respond to tell me I can change the address that way, I’m not stupid, and my last resort was a complaint because I was getting nowhere.
I’ve received an apology that doesn’t feel very genuine about the experience that was provided. I’ve asked what’s being done to change the online customer service because it’s been absolutely abysmal, between zero responses and only getting a reply when I’ve raised a complaint is a bit of a joke, to be told it’s been fed back. I’m STILL being told I should be chasing up Evri to get updates on where my parcel is. To me, this should be up to the service, not myself, I’ve paid for delivery and for goods from this business so it should not be down to me to chase Evri up for updates so I can provide the person dealing with my complaint, with an update. It’s counterproductive and again shows extremely poor customer service. It shouldn’t be this difficult, and it’s a shame because the staff in store anytime I’ve been to a Superdrug are some of the nicest people, they’re just being let down by the online customer service and complaints team.
Do better.

Edwin made the process so easy, and was so quick to reply to my texts and provide updates. The 5* is for his excellent customer service and helpfulness.

Amy Dale was just amazing, she was so kind and supportive. My referencing was completed within a few hours which just made my life so much easier.

Absolutely abysmal, out of the claims I made over the years 90% were never paid back for one reason or another. To add the cherry on top I got a letter asking me why I cancelled my direct debit and showing they couldn’t take payment when they had literally received the claim for my dead dog over a month before. They STILL took the direct debit in July, despite him passing in June and that being reflected on the claim, and have yet to refund it. It took me 9 tries to submit my complaint because the captcha on their complaint enquiry form kept refreshing. I would never recommend them, absolutely horrendous customer service, I have a copy of the complaint in case they try and have this review removed. Please find a more compassionate pet insurance company because you won’t get compassion from this place.

I cancelled my account back in December 2021, when I used the chat function to cancel not only was I not told the account would remain active until January which may mean another delivery (that never arrived), but that because of alleged said invisible delivery there would be an additional payment of £21 required. No emails advising me there was a delivery coming, no proof of delivery was given when I challenged this, no proof of emails they allegedly sent me claiming I had an outstanding balance (also requested proof of this). Instead they sent the “non-payment” to a credit collection agency. Customer service tonight admitted to several inconsistencies and breaches in Consumer Rights Act, but refused to write off the balance, wouldn’t provide me with evidence and did nothing to help me when I said I was clearly distressed over it. I’ve now had to involve Trading Standards and Ombudsman as essentially they’re telling me I need to pay for a non existent product. They challenged me as to why I didn’t report the box not being delivered sooner, despite me explaining that prior to speaking to the most recent customer service advisor who told me something had been delivered. Absolutely horrific customer service, horrific. All was asking was for it to be written off given the breaches. Part of their response was I should have logged into the account, why would I log into an account I was advised had been cancelled? Their terms and conditions are contradicted by their customer service teams who seem to be making things up as they go along. Make sure to educate yourself and save every single chat you have with them. You may need it in future.

Angelica and Hannah were amazing at resolving my queries. Massive praise to them both, but so massive praise for the WhatsApp message function. It's so helpful, I chose it as I would be out and about today so it would be easier to communicate. I think this would also be an amazing feature for people who have mental health conditions and aren't confident talking on the phone. Well done!

Such a quick turnaround, everything was explained perfectly to me and the customer service from the three members of staff I spoke to was 5*. Special thanks to Stephen, Jesse and Emily for their service.

I’ve never had an issue with any products I’ve ordered.

Always packaged beautifully, arrives safely, and products are always high quality.

The only slight issue I had was being unable to track my delivery. The team took a little to come back to me and by the time they did, it had arrived.