M.O.

Superb service from start to finish over the purchase of my car. Special mention to Chantelle who was fantastic. Would recommend without hesitation.

First rate service. Highly recommended.

I need to add a further review following the negative review I posted on 1 May.

After the debacle of Hastings Direct wrongly cancelling my insurance (and I see that many others have suffered the same issue) I lodged a complaint on the same day as my negative review here.

I had to lodge the complaint via their app, naturally, and I got an automated response advising that Hastings Direct would respond in 5 working days. We’re now 6 working days in and the response has not materialised. Judging by the negative reviews here and my own experience of Hastings Direct, I don’t hold out much hope of getting one.

Incidentally the grounds for my complaint were that I can prove beyond doubt that Hastings Direct wrongfully cancelled my policy so I objected to receiving a refund less administration charges, which should not have been levied (because Hastings Direct should not have cancelled my policy in the first place). It’s morally and legally wrong to do this, so I wanted Hastings Direct to reimburse the administration charges as well.

I will give Hastings Direct a couple more days to put this right failing which I will go to the Ombudsman.

Once again I would urge readers to use another insurer. It’s clear from what I have read on this site that their You Drive policy (or whatever it’s called; the one with the tab) is an unmitigated disaster and the technology behind it is not fit for purpose. Couple this with the near impossibility of speaking to a human being who can understand you and deal with the problem (I note that others have also found their customer service to be atrocious, notwithstanding the invitations from “Theo” to aggrieved customers on Trustpilot to get in touch) and i’m in the seriously frustrated camp now.

Absolutely disgusted with this company and I’d never use them again.

I went to Hastings Direct to renew my car insurance. All fine at that point, insurance set up. Then I got a message saying I had to use their app. OK, slightly annoying, but fine, I downloaded the app and set myself up.
Then I received an email advising that I had to use their “tab” and pair it with their app. What tab? What’s this about? It turned out this was a monitoring device to install in the car. Not happy about this and in any event I didn’t have the tab.

It eventually arrived a few days ago and was followed by a message advising that I had to set up my tab by 2359 on 29 April or they would cancel my insurance. Same message on my app and I have a screen grab to prove it.

So, early evening on 29 April I took the tab to my car and tried to pair it with my app. No joy. I then looked at my app and discovered that Hastings Direct had already cancelled my insurance, inside their own deadline! This morning I received an email from them saying they cancelled my insurance because I didn’t set up the tab. But I’d tried to and I’d done it within their timescale. They cancelled my insurance ahead of their own deadline.

I am disgusted with Hastings Direct over this. I have switched back to Quote Me Happy who I have used in the past and would never go near Hastings Direct again.

And they’re only offering a partial refund.

I have never had trouble with insurance before and I can’t believe how amateurish this supposedly top insurer is. Couple this with the near impossibility of being able to speak to a human being about my situation and overall I would give them negative marks if I could.

Excellent product, fast delivery and thoughtful customer service. Would definitely use again.

Superb customer service from Layla and team. Our oak doors are beautiful too. Would use again without hesitation.

Reasonable experience so far, but difficult to get some information through or discuss things. A web app has its uses but when you’re in the midst of a home emergency you really could do with being able to speak to someone easily.

By a country mile, the absolute worst customer service I have ever encountered. I hope this company is ultimately driven out of business by people taking note of the bad reviews here and elsewhere so that they switch to alternative online facilities.
In my case my account was "permanently restricted" and I was instructed to log in for further details. When I did I found that PayPal had for some unknown reason permanently restricted my account and set it up for closure because of a payment I made to Just Eat / McDonalds for a takeaway delivery!
I made numerous attempts to contact PayPal about this and got absolutely nowhere. Calls unanswered, useless message bots, standard emails which don't address the issues, you name it.
Yesterday, after being transferred from "Help Desks" [cough] in the Far East and France, I was put through to someone in Ireland who looked at my account and confirmed that he could see no reason why this had happened, but it was 'beyond his pay grade' to lift the restriction, so he would escalate the matter to senior colleagues. Thirty minutes or so later, I got another standard email from PayPal informing me that I had violated their Acceptable Use Policy but they don't have to tell me why!!! Given the facts, it would seem that using PayPal to pay for a takeaway delivery has suddenly become unacceptable use!
I am disgusted with PayPal and have referred this matter to the Financial Ombudsman.
I have had a few bad customer service experiences from giant, soulless corporates, but PayPal is by a comfortable margin the very worst that I ever have come across.
Terrible, terrible company.