United Kingdom
Review of IKEA
DO NOT USE THEIR DELIVERY
They rescheduled the delivery on the day without any discussion about alternative options. Moved it to a day I cannot do. Customer service were totally unhelpful; could not swap to collection, could not cancel the order.
Review of Northern Powergrid
Arranged a service alteration via Northern Power Grid using their chosen contractor.
They changed the date at very short notice as they had failed to secure appropriate permits, leading to inconvenience for myself and neighbours who had planned access arrangements and working from home etc around their original dates.
Contractor and NPG repeatedly assured the lane would not need closing, then blocked it when they came to do the works, prevent vehicular access for most of a day.
Rubbish and equipment abandoned on site for several days after they finished until I chased NPG repeatedly to get removed. They buried a drain which has still not been uncovered 2 weeks later despite chasing.
Would recommend anyone looking for a service alteration see if there are alternatives.
Review of John Lewis
I ordered two lights on next morning delivery. One arrived damaged, the other replaced by a bin. The second light arrived well outside the delivery time frame. Live chat refused to refund the next morning delivery charge citing "security" so I cancelled the whole order. They then said they'd arrange for collection but when Royal Mail attended they only had one label so could not take three parcels.
I tried to talk to live chat again who said as the bin was not on the order they could not arrange collection for that.
An awful experience end to end
Reply from John Lewis
Hello Jonathan, thank you for your feedback. We are very sorry to hear about the frustrating and disappointing experience you've had with your damaged light, the incorrect item, and the issues with delivery and collection. We understand your frustration and appreciate you bringing these serious issues to our attention. To allow us to look into this further for you could you please email tell.us.more@johnlewis.co.uk with a copy of your review, your full name, address including postcode along with your order number. Many thanks. ^Danielle
Review of Asgard Secure Steel Storage
Really nice bike shed. Easy to assemble. Delivery drivers were great. Absolutely would recommend.
Reply from Asgard Secure Steel Storage
Hi thanks for the great feedback, very, such appreciated. Thanks Andy
Review of PlayStation® Direct
Special offer redemption email never arrived. Despite the chat agent declaring "we take this very seriously" they don't appear to have empowered the chat agents to actually do anything to sort it. Looking online I am far from the only person experiencing this issue and absolutely would not have bought from here without the offer.
Review of Skirting Boards Direct
Terrible quality. Moulding all torn up and with lumps out. Unusable.
Review of Octopus Energy
Ignored my meter reading and decided it was 30,000 kWh lower. Don't reply to any emails querying. Just as poor as every other energy company.
Edit: updated to 3 stars as someone has taken notice and is trying to get it sorted.
Reply from Octopus Energy
Good morning Jonathan,
Thanks for getting in touch and leaving this TrustPilot review - it's a great way for us to monitor all types of feedback, whether it be positive or negative and build on this in the future!
I've had a look at your account this morning and I can confirm that when you joined us, you submitted a reading which we took on our system. Following this, the next steps are to send this over to your old supplier for them to create a final bill. Your old supplier rejected this reading from us, and have sent over the different reading which is why you've had a bill for a completely different amount.
This morning I've done two things;
- Sent a dispute to your old supplier to get this reading changed with both us and them so that your bills can be accurate moving forward.
- Reversed the charge on your account so your balance is now at £0.00 until this is resolved.
A bit of a hiccup in your start with us, but leave it with me and I'll work on this for you to make sure that moving forward all is resolved.
I've emailed you this morning too with all of this information, but I'll let you know when I get a further update from this dispute I'm sending over.
Kind regards,
Callum
Team Leader at Octopus energy :octopus:
Review of National Tyres and Autocare
Moved my appointment twice without asking me then they just didn't turn up. No call, no nothing.
Edit: they did indeed inform me the first two times they moved the appointment but the third appointment came and went with no visit and no communication at all.
Reply from National Tyres and Autocare
Dear Jonathan,
We apologise that we were unable to accommodate your requested fitment date. I understand that we made contact with you to advise of tis and provide the next available date.
We apologise for any inconvenience this may have caused.
Kind Regards
Emma
Review of Marks Electrical
Clear pricing, very good communication about delivery. No fuss or messing about from delivery team even though it was icy.
Review of Harts Of Stur
Good price, fast delivery and fantastic eco friendly packaging. Would definitely recommend.
Review of Mobelaris
Very slow delivery. "Dispatched" for 48 hour deliver 14 working days ago. Still no sign. Currently trying to resolve with customer service.
Reply from Mobelaris
Hi Jonathan,
Thanks for letting us know about this as I checked back and the order was despatched on the 19th of August with the courier and you should have received delivery by now or at least a confirmed date. We will call them asap and call you back today to resolve and expedite this, so sorry about it. I will also check back on emails since as of last night every email received was responded to so wondering if you emailed us or the courier? One thing we can control and ensure is fast responses to all mails we receive.
Many Thanks
Mobelaris
Review of XDP
Lied about attempting delivery and leaving an imaginary card. Delivery was even marked as "no signature required" so clearly didn't even bother to try. Phone number given in the "delivery attempted" email rang and rang to voicemail.
Useless. Try and avoid if you can.
Review of Westin Cooker Hoods
As we had quite a awkward space to fit an extractor to I booked a site visit for £288. Westin rep came out, took lots of notes and measurements and we agreed a design that would work.
However, the design that the Westin design team sent was totally different and didn't include several features I had asked about. Number of lights, position of lights, position of buttons were all not what was agreed.
Westin agreed a 50% discount on the site visit, but I decided to look elsewhere for an extractor rather than trust Westin to make one (at nearly £2k) after their failure to design according to our discussion. Site visit was effectively pointless.
Edit: They've also queried this review with Trust Pilot over 3 years after it was submitted. Make of that what you will.
Edit 2: And they've called me as soon as my phone number was submitted to trustpilot. Given the site visit was 2019 (over 3 years ago) I find it difficult to believe they have any motive other than attempting to remove a negative review.
Reply from Westin Cooker Hoods
Westin have only recently claimed this profile and the information request was not an attempt to remove a negative review. The request was made through the correct channels for contact details to discuss your negative experience and learn from it. We are sorry that you were not at all happy with your experience, we always strive to provide exceptional customer service.
We understand that after discussion with the member of staff who carried out the site survey, when the proposed hood was drawn by the design team following the site survey, restrictions within the existing chimney area ultimately meant that the positioning and number of lights, and controls requested by you could not be achieved due to these directly affecting the positioning of the hood fixing points. The exact design requested would have meant that the extraction performance would have been compromised and the hood would have been extremely difficult to install.
Based on the site survey information gathered, the design team offered an alternative baseplate design that would provide ease of installation along with an effective fume catchment area in a relatively small hood footprint in a height restricted area. We understand that you did not want to compromise on design and decided to source extraction elsewhere.
We further apologise for any upset caused by contacting you in order for us to improve service where required.
Review of Handlestore
Their website says 3 keys with a keyed alike set but they only sent two. Instead of rectifying they argued with me and then insisted I had to send the whole lot back, so I am left to pay to get another key cut.
Reply from Handlestore
Hi Jonathan. Thanks for the information. The product page states 2 keys which is correct for this lock but further down the process it states 3 without stating it is for cylinder locks only that we supply 3, not the mortise locks which is 2. We will get this corrected to avoid any confusion and do get in touch so we can compensate you for an extra key. Kind regards.
Review of TNT UK
Either went to the wrong house or straight up lied about attempting delivery. Will try and avoid using online shops which use TNT
Reply from TNT UK
Good afternoon, Jonathan,
Thank you for contacting TNT. It is appreciated.
I am so sorry to hear of the recent issues you have encountered with our service as this is certainly not the experience of TNT that we want our customers to have.
Thank you for providing your contact details, I have emailed you in relation to this to advise the driver will be delivering this item later today as it appears he has attempted delivery to an incorrect address, which I really am so sorry for.
Thank you for taking the time to bring this matter to our attention, and for allowing us the opportunity to address it.
Kind regards
Customer Resolution TNT UK
Review of Shedstore
Sent defective product: one very warped bearer and a broken hasp and staple. When I emailed them responded with an unhelpful and grumpy attitude. Would not recommend.
Reply from Shedstore
Good Afternoon Mr Cole;
Sorry that you feel you cannot recommend us,
I have reviewed the email trail from my colleague and I can see we have apologised for the issues, and we have offered parts, without a receipt for materials we cannot reimburse you on this occasion.
If we can be of any more assistance, please can you get in touch, I will, of course, follow up with you after the hasp and staple has arrived, to make sure you are happy with this product,
Kind Regards
Jack Salters
Review of PlumbNation
Didn't deliver when they said then just marked the order as complete. Got another dispatch notification with a new date without any sort of apology. Then stalled and delayed when I asked to cancel saying they wouldn't refund until their distribution centre cancelled as if it is somehow my issue their logistics are rubbish.
Review of Dunelm
Shoddy products.
Bought a curtain pole. Screws snapped when screwing in. Now I have half a screw hanging out the wall and no curtains.
Utter rubbish. Worse than useless.
Reply from Dunelm
Hello Jonathan,
Thank you for your review.
I am sorry to hear that the screws have snapped when attempting to put up new curtain pole. I can understand that this must be disappointing for you and if you wish to discuss this further please do not hesitate to get in touch by either calling us on 0345 165 6565, emailing DunelmDirect@dunelm.com or via our social media pages.
I do hope this is resolved as quickly as possible.
Kind regards,
Ryan
Review of Grant UK
UPDATE:
Lock out issues were eventually resolved. The exhaust vent was reoriented and the electrode replaced, so don't know if it was a defect or a problem with the original installer. Been running for several years and generally been fine now.
Original review:
Brand new, top of the range boiler keeps locking out.
Our installer couldn't fix and Grant can't find an engineer to attend. We have been without heating or hot water from the boiler for a week.
Reply from Grant UK
We are sorry to learn of your review. If we receive a complaint remarking on the reliability and performance of a Grant product, it is obviously a concern that we take very seriously. We would be grateful if you would contact our Technical Service Manager on 01380 736920 or email technical@grantuk.com to provide further details to enable us to investigate this for further.
Hi Jonathan, we're pleased to hear the issue is resolved and the unit is now working.
Review of Chaos Cards
