Kelly

Unfortunately customer care refused to contact the courier company and the courier company refused to discuss my missing parcel with me. Meaning my order is lost and may or may not turn up another day but build a bear won’t contact DPD to find out. Pretty terrible customer service and ridiculously expensive and unreliable shipping.

Ordered a couple of weeks ago and still haven't received a dispatch notification. Customer service advised my order was 'on the way' but hasn't provided tracking or a dispatch email. The website advises dispatch within '1-2 days' and for a company that advertises itself the way Grind does, I would expect better customer service.

Probably won't be ordering again. A family member ordered after me and has received his order but the tins arrived damaged and he said the coffee wasn't great.

Update: order did eventually arrive - the coffee is okay but definitely not worth the price or the trouble. I did not reach out to Grind again following previous correspondence with the email (they email below is the same one I'd been communicating with earlier) but I did cancel my subscription which was very easy to do.

Waited 40 minutes to speak to a customer service advisor who directed me to another department as they could not address my issue. My account was charged but I was unable to access the subscription.

Unsure as to what purpose the chat serves if the customer service advisors won't read it properly and can't assist with concerns anyway.

Wish I'd trusted my gut with this one - I'd seen the ads on instagram and thought it was too good to be true and probably a scam.

I do believe this company started with good intentions and products but then they went viral and they've cut corners to handle the increased numbers.

I ordered as part of their recent promotion - about a week after my order I still hadn't received my design proofs so I just checked on my order. Noticed the free gift had been removed after checkout (it was in my order confirmation so I assumed it was fine). Little disappointed as I had ordered extras in order to meet the minimum sale for this gift.

I emailed to as for an explanation and they emailed back within 30 minutes saying because I had used a discount code I wasn't eligible for the free gift. Which would be fair however if the item was processed at checkout, I would expect it to be included in my order.

I asked for a refund, and despite the first email being responded to in 30 minutes this one was ignored (I've still not received a response two weeks later) so I reached out on instagram where they told me emails are answered oldest first and there could be a wait for my response... which doesn't make sense as my first email was responded to within 30 minutes.

Later that day I received my very clearly AI generated designs. I once again requested a refund or an amendment to my order which they replied with 'you need to pay the design fee its in the T&Cs'. I fully believed they ignored my email requesting a cancellation before I received the designs in order to charge me this fee.

Its been a couple of weeks and they either take forever to respond to an email and don't offer a resolution or just ignore your email entirely.

I've raised a dispute with paypal as I'm getting nowhere with their customer service

Ordered a couple of pens and some ink - when my order arrived one of the pens were missing. Reached out to customer services who had a new pen sent out to me right away.

Customer services were super lovely. They were quick to respond and resolve my issue which was fantastic and the pen is the best pen I've ever used - will definitely be ordering more soon!

Absolutely wonderful, delivered on time and packaged perfectly! Will be ordering again.

Two stars only for how easy it is to reach a customer service agent in the world of AI customer service. The service received has been one star so far.

Ordered for delivery 'on or before friday'. I waited in both Friday and Saturday for this delivery and it has still not shown up. Originally I was offered a replacement for tomorrow but now I've been told this isn't an option. Conflicting information from customer support and all I've been offered in the way of compensation for this huge waste of my time was a refund on my shipping (I have yet to receive the item). For a luxury item I would expect far better customer service and my item to actually arrive on time. I appreciate delays do happen but it has been over 24 hours since the 'next day' delivery has been updated. Doubt it's going to turn up at this point and I'll probably lose a few more days to waiting in for the replacement item.

Update: contacted customer services again as they requested. Was told to just wait for my parcel and ignored for 30 minutes and 1 hour in the webchat. I eventually called, the customer service advisor I spoke to advised that DPD had lost the package and they would organise a replacement and customer services would be in touch in regards to my complaint. I had to put in so much work chasing this up when really customer services should be the one chasing up DPD for losing packages. The replacement should arrive on Tuesday but after the shocking customer service so far I'm not holding my breath.

Update: after repeatedly being told my replacement order would be delivered today - I once again had to chase up a confirmation email/tracking information only to be told my delivery date is now tomorrow. A day I have previously told F&M I am unable to wait in for a parcel. Once again I will have to either arrange for someone to wait in or rearrange this delivery (if it does show up, as tracking is currently showing an 'unexpected delay').

Update: after hours going in circles with customer services the item did finally arrive. As with previous reviews, some of the items aren’t really of the quality we would expect (for example, the chocolate frogs have bloomed and don't look great). I’ve been offered a gift card as a goodwill gesture.

The boxes are really good but the customer service is horrendous. Firstly I never received my code for the free pan as advertised.

I get my boxes delivered to work so there's someone there to receive them. When my parcel disappeared from the DPD tracking site they advised I 'would be compensated' if there was any trouble but to otherwise wait around until 9pm to see if it turned up (DPD tracking initially said 5:20pm - 6:20pm). When I asked if I would be compensated if it arrived after 9pm and I had gone home for work customer services refused to confirm or deny this. The other option was to go home at 9pm and leave the box sitting outside work all night if it did show up. Honestly just terrible customer service which is a shame as the boxes are really good and resonabley priced. I'm looking into trying gousto as an alternative.

Update: my box was delivered at 21:51 to a random corridor, not my safe place as directed. I did receive a refund however this took two online chats, a call to customer care, and four hours of my life I’m not getting back. Customer care is unhelpful and dismissive and the company’s suggestion I reach out again to the channels Im complaining about is a terrible suggestion. I’ve made it right by cancelling my subscription.

We had a wonderfully disrespectful lecture from our driver upon boarding. Our bus was an hour late (we received an email 20 minutes after the scheduled departure time to let us know our bus was late) and upon finally boarding the bus we got a lecture as though we were a bunch of school children going on a trip rather than customers paying to use a service. It was incredibly embarrassing and disrespectful and directed towards the whole bus. No explained for why our bus was late or an apology, just a demeaning lecture from an obviously miserable driver. Get the megabus if you can.

Horrendous from start to this point.

Ordered my item, updated my address as it defaulted to my previous address. After paying for my item it was showing as shipping to my old address anyway so I contacted customer service to get this amended. Customer service cancelled the order as they couldn’t update the address even though the order had not been processed yet. When I asked why it had defaulted to my old address despite me adding and selecting a new one the customer service advisor told me that this is what happened with default addresses. Seems pointless being able to add a new address if it was going to default to my original one anyway.

Reordered the item only to receive an email today saying my parcel was delayed despite paying £12 for next day delivery, can’t wait to contact customer service when they open today and probably be told that next day delivery doesn’t actually mean next day delivery. Honestly terrible service and the fact they don’t offer free delivery for purchases over a certain amount is kind of ridiculous. Won’t be shopping with Frasers again after this.

Update: no response to my reply to their email and I finally received my item today. A luxury handbag packaged in a plastic bag with absolutely no protection or padding whatsoever. Horrendous service.

The delivery guys were so great but after placing my order I got hounded with calls trying to get me to purchase insurance. When I said I was at work and couldn’t have this call they proceeded to ask me why I didn’t want insurance. It was quite a rude and persistent call. Otherwise the service was good

They have a monopoly so you can’t really escape using them but getting hold of customer services is a nightmare. The chat bot just goes around in circles and there’s no email address or contact form. I’ve been trying to get in touch with them for a week now about my tickets and it’s impossible.

The wifi is generally reliable however my monthly charge has gone up almost 30% in the year I've been with them.

I've ordered 4 items to be delivered with evri so far this year and they've lost three of them. Customer service is almost impossible to reach and when you do reach them it's the same copy/paste message each time. 'We're looking at the warehouse we will email you tomorrow', 'we've escalated this to the warehouse manager, we will email you tomorrow', 'we couldn't find it, please contact the seller'. Wish sellers would disclose who they ship with so I know not to bother ordering when it's going to be shipped with evri :(

Edit: we know the response is automated because its a) exactly the same as all the others on trust pilot and b) was posted almost immediately after the review went live. By the way, Evri, this response is definitely outdated because you can't leave a voice message on their automated service or ask for a call back through chat. Shockingly poor customer service as usual

It feels like there’s never an available locker.

I had to visit three lockers before I found one with a space - not really ideal when you don’t drive and the lockers are all a mile or so apart 🙃 I’ve taken Inpost off as an option on Vinted now as there’s no locker near me and there’s very rarely free spaces in the one in town.

Honestly wish I’d checked instagram comments or trustpilot before ordering. So many orders just aren’t turning up and mine is one of them - tracking hasn’t been updated in weeks and the last update simply reads ‘not available’ and customer service have just sent the same copy pasted email every time I’ve emailed to ask for an update.

I’m now £40+ out of pocket and waiting to PayPal to investigate, looking at other reviews it seems as though this is happening to a lot of people and loop as a company are being consistently unhelpful.

Can’t comment on the product as like many others, I haven’t received it.

Change of name but exactly the same terrible service. Had a cardboard parcel thrown over the back fence in the rain today. I hadn't opted for a 'safe' location so why they left my parcel unattended in the rain is beyond me. Reported to the company but as usual their customer service was terrible.

Luckily my ring camera caught the parcel being thrown so hopefully I'll be able to have a new item sent out to replace the broken and soaked one.

How this service has four stars on here is unfathomable... Two webchats closed on me without real explanation or solution other than to contact the sender, the only way to reach them is this webchat or a pay-per-minute line which keeps you on hold for thirty minutes before even answering your call. Appalled by both the delivery and the customer service, hoping to get my parcel sometime before 2020 if it ever does turn up.