Rehan Ahmed

Incredibly frustrating customer service experience. I reached out to the company via phone to request a custom tile order. They advised they could accommodate the request and to send details via email. After emailing with the details I was told by someone else from the “Customer Service” team that the order would not be possible.

Based on what I was told on the phone I had planned the whole room and ordered complimentary items such as the sink and paint etc. Dealing with this company has therefore wasted both my time and money and they couldn’t seem to care less. So if you value your time and money, avoid this company.

I’d recommend Maitland & Poate and Claybrook if you want nice tiles + dealing with a customer service team who actually have knowledge about their products and care about customer experience.

My new Polestar 3 was originally scheduled for delivery on 3rd April. On 2nd April, I was informed last minute that there was a delay and a new delivery date would be arranged. This was inconvenient but I accepted the situation.

The new date was 17th April, with a confirmed delivery window of 1–6pm. I contacted customer service that morning to double-check everything was on track. I was told it was all confirmed, and that the driver would call me an hour before arrival.

By 4pm, I hadn’t received a call, so I contacted customer support again. I specifically asked for 100% confirmation that the delivery was going ahead, explaining that I was at a different location and would need to travel 40 minutes to the delivery address. The agent I spoke to (Adeel) was rude, condescending, and repeatedly said—like a broken record—that the system says the delivery would happen by 6pm, offering no real reassurance or checking with the delivery team directly.

Despite the lack of clarity, I didn’t want to risk missing the delivery, so I paid £40 for an Uber to get to the delivery address. I arrived at 5:30pm, still trusting the reassurances I'd been given.

At 5:35pm, I finally received a call from Antonio from the delivery team, who gave what felt like a clearly fabricated excuse about the driver being held up. I explained the urgency — that I needed the car today as I was travelling to a wedding the next morning and others were relying on me. The caller said he’d speak to his supervisor and ensure it was delivered that evening.

No one called me back. I attempted to call several times throughout the evening, but was ignored. As of writing this, I still have no idea where my car is, if it will be delivered, or when. No updates. No apology. No accountability. I’ve therefore paid another £40 uber to return to my original address.

This has been an incredibly stressful and disappointing experience. For a brand that presents itself as premium and forward-thinking, the customer service has been shockingly poor — unhelpful, robotic, and lacking any genuine care.

I was excited about owning a Polestar. Instead, I’ve been left stressed, out of pocket, and completely let down — all before even receiving the car.

Order number: 11527619

Your chat support is terrible. The agents just keep leaving the chat when they can’t resolve the issue, then the next agent restarts the whole cycles. It’s a never ending cycle of incompetence. The agents were Janju and Nutan.

Once a great company, now should be avoided at all costs. The customer service is completely non-existent now the company has gone into administration. In particular Mohamed Sultan “Escalations Executive” and Ryan Nolan “Credit Control” have been completely non-responsive and ignored my emails and requests for calls for the past 2 months, to the point where I was told today my car will be re-possessed and threatened to call the police to say it’s stolen. All because the teams responsible for resolving my queries can’t be bothered to do their job and instead pass it onto the next team. Do yourself a favour and don’t use this company. It’s sad to see Rob Jolly’s once great company has come to this.

They use a different definition of device condition to compare and recycle, via which I got the original quote. So the whole thing was a massive waste of time and effort. Had to get my device sent back to me.

Form is unbelievably long for a quick quote

2 cancelled flights in a week. Staff have no clue what’s going on. Completely incompetent service. Don’t pick up the phone. No genuine compensation offered.

I placed an order on Friday and selected next day delivery. It’s now Wednesday and still no sign of it. It was a birthday present and now I have to quickly find a replacement. Very unreliable service.