Customer from Kent

Ordered pack of 3 Wedges. Arrived, opened box and wasn’t happy with quality - blobs of glue on shafts and just looked and felt “very average”. The product is dispatched and made in China - forget the UK “image”. Probably all come from same factory as other “direct to consumer” clubs. Requested a return under UK Distance Selling regulations on 17/6. Dona from Caley asked for images on 21/6 - in my email I explained I had wiped off blobs of glue and wanted to return because of quality. I get the impression Caley will do all in its power not to comply with UK Distance Selling Regulations and obfuscate. I would suggest going to a professional or Retailer and “see before you buy”

Order no : 12411
Problems with delivery by Royal Mail, not a TUS problem. Watch arrived, just opened. No instructions. Watch face and rear no protective covering. Finger prints evident. Is this a return or one used for demonstration. The watch crown grinds, not free moving - maybe common.
Main issue is that I’m now left with an issue and not best pleased with product - there is absolutely no means of contacting via phone just email.
The returns form has no instructions and is just a single sheet. Under Distance Selling Regulations TUS should enable an easier way to have the watch returned. I have no other option than to hope I get an email response or, put payment into dispute. Not what I had envisaged. Let’s hope things improve.

I have been emailed by Tom who has acted very professionally irrespective of the issues with the watch. As such, I have amended my review - 4 for service provided by Tom, zero for the product sadly.

Hi, I have left 3 phone messages and also written an email and to date have had no response. I’m trying to clarify when a delivery will be despatched ( a 7-10 day timescale is given and this has now passed - without communication). The reason I’m chasing is that I’ve recently had a hip replacement and I need to ensure someone is available when delivery is made, there could be a completely understandable reason but without someone answering the phone, responding to messages (as promised) or responding to an email it’s all a bit frustrating.

The apartment was dirty - the floors filthy. Missing chair which was replaced. We vacated on 23/9 and met all obligations with regard to check out procedure. Now over 2 weeks later still chasing the refund of deposit payment. Have sent 2 emails chasing without even the courtesy of a response. Fortunately I have a Portuguese lawyer and will have to pursue via the Court if not repaid. Avoid at all costs

I purchased a DNA kit but did not want continued membership, just the initial period purchased. All went well until I was bombarded with renewal offers - I “paused membership “ for 3 months and was advised that if I did not renew after this “pause” my membership would be cancelled. Sent multiple offers but didn’t take them up. At the end of the “pause period” instead of cancellation Ancestry.com took a 3 month payment from my original payment card - £49.99, the most expensive option - quarterly worldwide!!! Unbelievable, beware, avoid, completely inconsistent with UK online sales protection and laws. I tried to communicate, you are offered a Chatbot which leads - nowhere. Avoid!!

I’ve read your review - absolute rubbish.

All contact details are embedded in site and you are directed to a chatbot, I was not offered any alternative options.

When I elected to “pause “ I did not take up any of your offers and as such you varied the terms of the contract. You have automatically then renewed on the most expensive option which in itself is both unreasonable and reflects the “scam” that Ancestry is employing to maximise its income at the expense of members.

I left contact details and have not had the courtesy of a call.

I have put the payment into dispute with my bank.

Under UK distance selling you can’t do what you have done.

I rejected the new “offers” and as explained was happy to let my membership end at the end of the “pause” period.

Your response is not customer focused it is high handed and arrogant.

I re-iterate I have no authority for you taking this payment, in fact I did the complete reverse - Ancestry ignored this and took money unilaterally and also the highest fee it could. It is reasonable that you would have contacted me at least a week before taking this action. Clearly you did not.

I repeat my summary - Avoid! Absolute rip off

See you in Court, I don’t intend to let this matter rest!

I ordered 2 sets of curtains online and was promised delivery in 2 working days. I was advised Evri were going to be delivery company. I rang John Lewis Customer Services (Wednesday 27/12) immediately and was met with an Advisor clearly working on a remote basis (name of Advisor available but not named) - all I could hear was TV and children in background. I requested the order be diverted for collection. Evri in our area have a reputation for non delivery/ dumping multiple parcels in remote locations - we have first hand experience of this. I requested a call from a Supervisor when I was advised that the delivery could not be diverted, I received no such call. Moving forward to Friday 29/12 I was advised I would receive the delivery on 29/12 between 7-9pm, limited tracking information provided on Evri site. At 10.45pm no sign of delivery and attempted to contact Evri, all that was available was Ezra a chat “bot”. Attempted to contact John Lewis, website not helpful, held on phone twice - no answer. Received an email from Evri didn’t make delivery on 29/12 and you’ll hear from us (Evri) in due course - item lost, another delivery date ???? No, no information and no apology. So all very predictable, can’t re-order and collect (asked on 27/12) no delivery within 2 days as promised and no idea if I’ll ever get item and even if I do condition. John Lewis rely on their image and quality, online this also requires good delivery partners. The reasons I agreed to delivery was because I’ve been unlucky enough to have had an item “lost” when collecting from local Waitrose, and in addition due to health am unable to drive currently. Ordering the item was easy but totally let down since - all very poor, but all very predictable given delivery company used and lack of customer service


I have see your response, however it does nothing to help. I received an email from Evri advising I would receive an update on delivery on Saturday, 30 December. However, as expected I have heard absolutely nothing.

I have rung the number you suggested without success and rang Customer Services but was cut off when I eventually got through.

I am still awaiting a call from a Customer Services Supervisor - my number was provided.

So in short I have spent £140, promised a 2 day delivery on 27/12 by John Lewis and to date I have received nothing and it’s up to me to continue chasing around. I would have thought you could have sent a replacement set of Curtains recorded delivery or, to a local store for collection to try and resolve this situation. Clearly John Lewis aren’t interested. Please arrange a refund. Appalling and lack of customer care and focus.

How on earth is someone who can’t drive meant to get to a Collect + or Store for collection - clearly you have not absorbed the facts provided - that not being able to drive rather forced the issue of having to have the curtains delivered. Other companies can manage an online order then delivery. You closed the local John Lewis store in T Wells by the way. Perhaps John Lewis would like to reflect on your response and how they plan to resolve the situation rather than telling me what I’ve got to do ? Appalling, no wonder John Lewis are losing the image they had spent decades building.

Focused company, good level of technical advice, sales oriented and reasonable level of customer focus. Gained the impression that Fiduciary Wealth Management ultimately was an ethical organisation who would not recommend anything that even approached “sharp practice”.

My experience of both Paul Correa and Matt Penfold were very positive.

I would recommend Fiduciary Wealth Management

Just received a broken box, opened to find a smashed container inside a blue bag holding a lopsided 95cm spindly tree that was supposedly 100-120cm. Complete joke, avoid.

Tried to call, no telephone number all on line!!,

Will now be going to B&Q to purchase. Having had bad health thought it was a great idea to purchase direct, however sadly let down.

The tree they sent looks nothing like advert, no label - not even sure it’s the same variety. I can attach some images if required - these have been sent to Gardening Express.

In short, avoid as not only dire product but no viable quick way to resolve an issue.

Have taken 5 images and sent to Gardening Express.

Happy to attach them to this post and provide name/ order number


I have had the opportunity to read the response. Absolute rubbish, the Courier may have damaged the parcel and pot but I am refusing the product because:

1. Doesn’t look anything like product advertised
2. Is lop sided, spindly and green when it’s meant to be a blue spruce, no label indicating what it is
3. Not the advertised size, albeit although you say size of shrub is 100-120cm I assume you’re also including the size of pot which is a tad disingenuous

I have sent 5 images twice now and have formally asked for a collection and refund under The Distance Selling Regulations. I will also put the payment made into dispute.

Extremely poor product, delivery and service

Just had delivered a case I purchased for my wife - order number T27****276.

Brand new case, no! I had purchased a brand new case direct from Tripp!

Arrived in a box that had been resealed by Tripp with blue and white tape sealing the mucky box. The box was smeared with birds muck on one side.

Inside the box bubble wrap on top, no packaging around case, case mainly unzipped small scratches over case and the wheels filthy and soiled.

Brand new !!!!! Some present for my wife, I believed I was purchasing a brand new product not something looking like it was marked as “nearly new” from something like Amazon Warehouse.

Feel badly let down as have purchased a case before from Tripp and everything came well wrapped and in excellent condition.

Having to go into Hospital tomorrow so now the issue becomes a bigger problem. I’m sure Tripp will apologise but this is simply not good enough.

Tripp have an online return/ comment section. When you have a problem you want to speak to someone. Eventually found a contact number online, gave up after holding for 25 minutes and then was cut off!! Will try again in half an hour.

One star is probably over generous.

Happy to supply name and all details to Tripp.

I received an order from Victorian Plumbing delivered by Pallet Ways. The entire order of multiple items was completely covered in filth and pallet and wrapping damaged. The bath had clearly been damaged and Laura from Victorian Plumbing ultimately dealt with matter when I raised it with Trustpilot. Plumbers are on site today, they opened one of the filthy boxes to find that despite being wrapped the Vanity Unit is damaged. I’m sure Victorian Plumbing will ultimately deal with the matter but my experience tells me that if you receive a filthy/ damaged order sent via pallet refuse the entire consignment as further problems will become apparent! I have sent photos to Victorian Plumbing but the real issue is the hassle and problems lack of care with transporting orders can cause customers. I’ve been in Hospital having heart surgery which has added further complication as you are more reliant on suppliers getting things right first time.

We’ve now opened the second Vanity Unit and that has damage also. Apart from being extremely frustrated I’ve now told the plumber that I’m afraid it’s not worth him continuing today. Ultimately this bears out my previous comment - if the delivery appears poor and it’s on a pallet refuse/ return everything!

Had a Next Day delivery. Received a message sent at 05.12 am 29/7 several days after “Next Day” slot advising driver THOMAS couldn’t find “safe place” to leave item. Given we have been in and there is a bell at the gate we are very confused. Evri have a history of not wanting to deliver to Speldhurst a Village location and often cite a delivery date or a problem which is fictitious. Absolute joke. Once you follow the link Evri want additional payment to re-deliver. Appalling, unethical and ultimately incompetent

I’ve just received an order on a pallet which looks as though everything has been covered in black cement then water poured over. Boxes are soaked and black, the wrapping on bath isn’t there in parts, the bath appears grubby and covered in what appears to be black cement stains and also damaged. No Customer Service phone number to call, the online “chat” is worse than useless. Have sent multiple images 30 minutes after delivery - hopefully someone will call. I’m absolutely caked in the debris and dirt and dust the items came in, the whole lot would need a deep clean before going in a skip! There were probably 8 items in the order and fixings were thrown in plastic bags within the pallet which wasn’t covered - for example I found an open bag of toilet fixings at the bottom of the pallet.

My name is Glenn - the review just says customer in Kent, I’m not seeking to hide my name, I’ve provided order number and multiple photos with this review - albeit this information is not visible. Some 3 hours after sending an email to customer service address no acknowledgment. It’s expensive when you have plumbers on site who now can’t fit items. I trust that VP will contact me and rectify the situation, it’s the mark of a company in how they deal with issues when they don’t go as planned. I wait to be pleasantly surprised!

The online Customer Service element is becoming progressively worse. Over the past months I have experienced: trades not being executed, incorrect advice on availability of certain classes of OEIC’s, not answering specific questions and just giving a general response. It is a shame, but I suspect there are changes taking place internally which ultimately are compromising its customer service “edge”. If the customer service element has gone there are plenty of lower cost platform’s.

*** Many thanks for your swift and courteous response but my posting on Trustpilot was after messages to Customer Service and also a telephone call both to and from HL. I was advised by a Customer Services Manager they would review the issues, but as I indicated many customers would have just moved their account, I have given HL a period to review my account - transferring to another platform with all the associated potential hassle is not something to undertake lightly. However, neither is ongoing sub standard service. I can provide email/ contact details should you wish to investigate further. My last call - from a Manager HL was the morning of 28/3.

This useless company sent me a reminder to renew - following the link we duly renewed the policy only to find 4 days later that LV had taken a second renewal on an automatic renewal basis (which we had opted out of). As a customer when we logged on there was no indication of this under the “quote” tab. To add insult to injury the second policy gave an insured address - our old address which had been updated 2 months prior. Completely incompetent, should have gone to a price comparison site and chosen cheaper option. As a postscript the 2 policies differ in price by £30. I await my refund, an explanation and apology. The only issue is that you can’t resolve on the LV website you have to ring, to date we have rung 3 times and waited a total of 65 minutes. LV = Complete Joke +
Happy to provide name and full contact details and details of both policies should LV desire.