Sam Hollins Hawkes

Appalling customer service where no-one that can be spoken to has the authority to do anything. It's like the regional managers and Head Ofiice are Gods that cannot be spoken to directly. Even the manager of the Farnham spa does not delegate when she is on holiday. Constantly being passed from pillar to post. Looking for a refund on a massage package that cannot be supplied by by local gym as they have so few massage therapists. Also want a refund purely (no pun intended) because the booking process is so difficult and I cannot book directly with the spa by phoning them. The management of this company is a shambles.
Shocked now reading all the other one star reviews with similar stories. Have zero confidence I will ever deal with someone who can take action, but please - prove me wrong!!! and that doesn't mean I "please call / email customer sevices" again and speak to yet another person who is different and passes my message on.....

Still fairly new to Touchstone, and on second deal clinic today. Well organised events and training. Mentor sessions are excellent. Lots of encouragement. Opportunity not just for business venture but for massive personal growth.

Ok until you want to cancel. Then a nightmare.

Unbelievably hard to get them to take notice of need to cancel. I tried three times to no avail.
No easy option to do so. Appallingly crappy communication system - have to restart messages each time rather than just reply to last. Manipulative, new offers la la la - I hate this type of coercive marketing to keep you signed up. I would have changed my debit card to end this on principle.

Cancelled through the bank. No luck.
Nasty nasty nasty takers of money.
No honesty.
Don’t do it.

Great service and support at LHR
Departing to Sydney via Dubai, we had a tricky oversight with a VISA, and were helped famously by a chap called Marcus who rushed us through re-onboarding and check-in. To say we were grateful is a total understatement. A three week trip was at stake and Marcus saved the day! A huge thankyou. I hope Marcus and his colleagues on the day get the direct recognition.
It's great to be able to write a good review!

Scam company obtaining outrageous amounts by deception.
Absolutely despicable behaviour.

Renewed my licence in April for £24... since then I have unknowing been charged £89 once and managed to avoid another payement by the skin of my teeth. They take £89 every three months for I know not what. They hide behind Ts and Cs that are not up front and centre. There is no transparency. At least when I signed up this was true.

I only caught this by accident.

Avoid at all costs, this company tricks you into a hidden subscription that costs you £89 every 3 months.
Interestingly their website is now not taking on new customers, and only inviting existing members to login or cancel. They now have a banner making their role clearer.
Shocking behaviour.

Shopped in the sale. I like that the website show’s me simple and quick ideas about combining different pieces. The pieces are affordable (bargains in the sale!), I know the fit works for me, and they have key pieces that take me through the season. Recently the styling has improved and one top has puff style sleeves, other pieces are cracking colours like emerald green that seems to be in at the moment. Lovely. Ordering online is easy, delivery or collect at store is easy, and any returns are very simply handled. I keep returning.

Had a really good experience in the Reading store with a lovely sales assistant who helped me to choose several rose gold rings that fitted together and stacked beautifully. Very impressed and wonderful experience. I have since ordered two more rings to stack with the ones I purchased on the day.

Shocked at experience making valid return in the Farnham store today 08/08/23

On Sat 5th August I purchased £176 of products at SpaceNK Farnham which included an Hourglass foundation (£56) for which I was colour matched. The sales assistant got mixed up as to which shade had matched me, so we re-matched to be sure and agreed the shade 3. When I went through my purchases that evening, I was disappointed to see that shade 2.5 had been put in my bag by mistake. No matter I thought. I will exchange after the weekend. The exchange was made on Monday 7th, and I received shade 3 plus a sample of the same to ensure the colour was correct. I was getting nervous. On no occasion was I told the was a policy which meant there could be ‘no exchange upon an exchange’, nor was there anything in store brought to my attention that this was the case.
I tried the sample of the foundation today and decided it was too light in colour so went back to the store again. I took with me my other foundations thinking they might improve the colour match. However, the assistant I was faced with didn’t offer to rectify the colour problem (poor sales technique), so I elected to get a refund. It was then I was told about the ‘policy’ of ‘no exchange upon an exchange’. News to me. ‘Oh well it’s on our website’ she said. So, in store customers are meant to read the Ts and Cs on the website before purchasing in store??? Eventually she agreed that was irrelevant to the situation and I should have been told at the time of purchase. I was not. Or the time of the first exchange. I was not. She then said she could only do another exchange. Given that the first exchange was no fault of my own I said ‘No, I want a refund’. She conceded but kept going on about how she could get into trouble and was from the Guildford store, so she didn’t know what I had been told. I assured her I did not know about the policy. I asked her to show me where the policy was displayed in the store. She could not. The lady who had served me on the 5th appeared. Eventually she intervened and I said she had put the wrong product in the bag for which she apologised. She knew she had been mixed up and the day and I referred to it and she did not deny it. Still, the Guildford lady, despite then apologising, did not acknowledge the error was SpaceNK’s that had put me into this ‘return upon return’ situation. I pushed to know what the outcome of this would be to ensure lack of repeat and she said she would be informing all the Farnham staff to make sure they told customers about the policy. The thing is, from what I can see on the website, the ‘return upon return’ policy does not exist. What I did find was a policy about high levels of returns, which does not apply to me. So, an incredibly unnecessary and unpleasant situation which was handled very badly by the assistant manager (I think she said) of the Guildford store. Thoroughly disappointed and not sure I will return.