JP

I’ve used huel to lose weight and gain muscle. I use as a meal replacement to better achieve calorie deficit. Notable improvements in six weeks. Great product. Ordering process and delivery works v well.

Fibre installed but only after two expensive breakages of ornaments and engineer left saying the internet would work. It didn’t. Had to get on to broadband provider to sort it out.

Delivered on time, unpacked and placed in the relevant room for me to fit.

Very helpful support both in timing and resolution (thanks Bianca) to help me get on the right subscription plan for replacement gas bottles. I appreciated getting this resolved quickly and with no complexities. Thanks. Jonathan

My sister and brother-in-law had a heat pump installation in July. The hot water worked from the start but the heating had problems which took a while to resolve and ultimately became very frustrating. All this was made worse as my brother-in-law died in September which made the situation all-the-more challenging for my sister.

Initially there was no heating at all and some confusing communication as to whether it could be tested in the summer months. Then, after a visit in September, the heating started to work, but was then on all the time and couldn't be controlled by thermostat (resolved in part by turning all but two of the radiators off).

The problem seemed to be that different aspects of the installed system weren't communicating properly with each other to control the heating on/off times by thermostat.

After a frustrating period of things remaining unresolved and lots of email correspondence, but no solution; things came to a head in October after a couple of visits which didn't resolve things. After pressing hard for a solution and expressing a complete loss of confidence, my sister had a further visit towards the end of October which finally did see the situation get resolved.

I attended that visit and found the company's representatives to be helpful and they were determined to resolve the issue. They took care to diagnose and fix the problem and explain things to my sister and I.

This is very much a mixed review which I have updated following the resolution. The installation itself was extensive (heat pumps, new radiators throughout the house, new heating system and controller functions) and the work was done well (timely and tidy). The eventual outcome is also positive with both hot water and heating now working well and the system providing desired levels of control, comfort and (yet-to-be-assessed but probable) efficiency.

That would deserve a higher rated experience (4/5 stars). The drop in rating is due to that frustrating period of time which went on too long, where visits didn't get booked or, where booked, didn't resolve things and my sister lost confidence due to poor communication. In particular, we felt that we had to press hard for a resolution, even to the point of saying that we would seek an alternative solution to fix things and then look to recover the costs of that alternative solution.

In attending that final visit where things were resolved, I felt that the company understood that the customer journey in this case had not been a good one and I was encouraged to see that there was a determination to resolve the problems and understand what went wrong and why.

On that basis, and on balance across the whole episode, I would recommend the company if you are considering having this type of installation. That recommendation is based on the quality of work, the quality of the system installed and the overall outcome. I wouldn't have made the recommendation had the situation remained unresolved, of course. However, despite not wishing the frustration of a long period of unresolved problems on anyone, I was encouraged by what I saw on that final visit and the company's determination to fix the problem and their willingness to talk us through the issue. I tend towards the view that the company would likely be more responsive and communicate better in future with other customers as a result of this experience.

Pipetto’s website reassuringly claims to offer 14 day hassle free returns. My experience shows this is misleadingly inaccurate at great expense and inconvenience.

I placed an order for a £49.95 item. I cancelled it two hours later (having decided to get a different Pipetto product). Two days later Pipetto ignored my cancellation and despatched the item adding £5.99 shipping costs for an item I had told them two days earlier I no longer wanted. After some email exchanges with the company I returned the item spending another £4. I used the shipping address given to me by the company.

Royal Mail were unable to deliver the item despite me posting it to the correct address. The Royal Mail label tells me it was “not called for” so presumably no-one from Pipetto was at its address to receive the item (bizarre) and they didn’t bother to ask Royal Mail to rearrange delivery in the 18 days it is held for before being returned.

The item is now back with me and I don’t know what to do. Do I pay another £4 to deliver it again in the hope someone from Pipetto is in?

Anyway. My point is this. Shop elsewhere. Don’t rely on Pipetto’s misleading promise for hassle free returns. I’m out of pocket by nearly £60 with more cost and inconvenience to come.

UPDATE - following some more exchanges of correspondence I was eventually able to return the item and thankfully Pipetto was able to refund the item plus most of the posting costs. So it ended up resolving favourably. Wish it had been smoother and less reliant on me getting involved. But I’m grateful it resolved on the end.