Victoria Ollier

Have 6 cats and spend a fortune at the Isle of Man branch. Never have any vouchers on my app for money off. I took this up with online support and they just told me to delete and re- download the app and still nothing appears!! What is the point of a loyalty card if I’m getting nothing back in return for my loyalty?? Cards are blatantly just for data gathering. Ridiculous

I have been trying for over a year to transfer my Guernsey based pension to Penfold. After being assured numerous times that the transfer wouldn’t be a problem even though the pension is not based in the UK, I was told today that it wasn’t possible!! I have had my time wasted by this joke of a company. They simply tell you what you want to hear and don’t bother to do their research beforehand.

‘Anelle’ and the rest of their staff need to stop promising what they can’t deliver.

I went on a terrible full day ‘tour’ of San Domingo, Dominican Republic on 8th October 2025 as booked via Get Your Guide. That night i posted a negative review on the Get Your Guide which has not been posted by them. BE INCREDIBLY CAREFUL WHEN BOOKING TOURS THROUGH THESE CROOKS. THE LAST 3 I HAVE BOOKED HAVE BEEN AWFUL AND I WILL NOT BE USING THEM AGAIN!!

Relative’s birthday was on Tuesday so I requested their card and gift to be delivered by Sunday at the latest. It’s now Wednesday and still not arrived and no updates from Royal Mail. I contacted Moonpig who said they could send a replacement or credit my Moonpig account! Errr, neither- I want my money back!!!

Tried to book a Japan cruise for Oct 2026 with these fools. Firstly you can’t get an accurate price on the website if you want to change details such as remove flights from the quote. It’s 2025 for god’s sake. I shouldn’t have to send 8 e-mails for this information.

Secondly they can’t give you details of flight transfers/upgrade options until 6/months before departure??? Well then how can you quote for flights if the airlines don’t release flight information in advance?? International airlines open ticket sales 12 months in advance so this was rubbish.


Thirdly after a lot of back and forth I decided to book, only to be asked to call them. Why on earth is there no option to pay a deposit directly on the website?? Presumably because they try and sell you a load of add ons for extra commission. Anyway I found it impossible to get through on the phone after 10 attempts, lines always busy. Sorry but I’m not chasing you, if you want a sale sort your customer service out!

I ended up booking directly with Princess cruises at a considerable discount to what Iglu had quoted, so always try direct before engaging these clowns. Never again

I purchased insurance via Tesco from Rock I have been trying to contact Rock Insurance to get my confirmation e-mail for over a week now. They have taken my money but no confirmation of the policy!! And yes, I have checked my junk and spam folders!

Not impressed with recent order. Ordered a gift to be sent to a friend. Despite Funky Pigeon stating during order process that it would include name of sender, my friend had no idea who sent the gift!!!

My Shein parcel arrived at their Huyton service centre on Tuesday 17th December then promptly “went missing”. No updates since. Slow to non existent service AND theft by staff? Great company

Placed an order for 6 skincare products on 9th December. They arrived and 2 of them were faulty. The Pro Miracle Balm is so thick it won’t come out of the tube and the Rehab Eye Injection Cream also won’t come out of the tube as the pump dispenser is broken. I e-mailed the company on 17th and have yet to receive a reply.


***UPDATE****

The company did indeed e-mail me offering to refund or replace on the day I logged this review (funny that). However after I replied to the e-mail asking for replacement products I didn’t receive a confirmation despite chasing up with another e-mail on 27th December. Poor customer service leading to even worse customer service.

I ordered a sweatshirt on 27th October and didn’t receive it until 6th December. It states on their website 3 to 4 weeks for processing custom orders and they are falling well behind this target so need to be honest with customers.

Also I think £80 for a thin sweatshirt is taking the mick. I expected it to be a lot thicker, and their replies to bad reviews about the sweatshirt quality noting ‘thread count’ are laughable.

The detail on the stitching isn’t great either.

The final insult is it was delivered in a bag with the company name and “your custom design is inside!” which ruined the surprise for my mum 🤦‍♀️🤦‍♀️🤦‍♀️🤦‍♀️

Don’t bother making a formal complaint, it will just be ignored. Filed it on 29th June and it’s now 1st August and I haven’t even had the courtesy of an acknowledgment.

I had a horrendous experience with an abusive staff member while boarding a Heysham sailing.

For the extortionate prices they charge they could at least hire staff who treat customers with a modicum of respect.

Milan Vets, Isle of Man. Have been a customer for over 10 years. They diagnosed my cat with dental decay. They told me to contact their other practice Arg Beiyn to book in a dental x-ray and possible extractions. Despite trying on three separate occasions, leaving messages and speaking to the receptionist- they repeatedly told me a nurse would ring me back to make the appointment.

Nobody called me back, i have the call records to prove this. My cat was left suffering and in pain.

I have switched to another vet and she is thankfully receiving treatment now.

This organization does not care about animals. They are disorganised, rude, unprofessional and lax.

Needless to say I submitted a complaint and 11 days later have yet to receive a reply!!!!

AVOID

I spend a fortune in this store and never get any money off vouchers via the VIP club for products I actually use. I genuinely don’t understand what benefit customers get from it, is it just to monitor customer spending? I’ve certainly had no benefit from it

Every time my prescription is supposed to be ready they have had it for a week and it still hasn't been filled! They leave me missing tablets for days. Sort it out.

Bought a Dragon Pass at a discount via my Revolut card, only to be told there was no room in the Gatwick lounge when I went to use it.

Still trying to get my money back!!!!

Trying to change the passenger name on 4 flights. Can't do this online, you have to call the contact centre which is not taking calls! Utter shambles!!!

Bought a cat tracker which I returned (unused) within 28 days. They claimed never to have received it but said they would refund me: weeks later and still nothing!!!

Moonpig used to be a great company but their mistake was using Royal Mail as their carrier. Every order I have placed over the past 2 years has either been late, lost or left somewhere outside the property so the recipient didn't get it.

Moonpig need to change to Evri or someone else before they lose even more custom.

Bought a sofa, armchair and 2 footstools from DFS in November. Am still trying to get them to deliver the items as there appears to be no contact whatsoever between their delivery teams and customer services!!!!! Beyond angry, avoid this shambolic company at all costs!!!!

Horrific experience with broadband

Wasn't told in the shop that a porting text would be required to set up broadband so I cancelled Manx Telecom account when the new router arrived, only to find out I couldn't port the new broadband without an active connection! It would have helped if this was explained in the shop!

My mum used internet for 3 weeks and was then turned off as she 'hadn't ported correctly'. Nobody from Sure phoned her. Ringing 247247 to try and get through to their supposed 'help centre' (that's a laugh) they keep you hanging on for 16 minutes without any apology for the wait. Someone said they would get back to my mum and she never heard anything back.

In and out of the Strand Street shop and on the phone for a week. It was promised that a porting text would be sent, again no apology for us not being told about this during the set up.

Go into the head office in Circular Road this morning to be told they couldn't help me- there's a surprise. Advised me to go back to the shop where I was informed about the need for an active broadband line in order to port and accused of lying by the sales person who originally set the broadband up!!!!

Absolutely appalling customer service to accuse the customer of lying. Every step of the way Sure have been a nightmare to deal with. You can't get through on the phone, if you do by some miracle their call centre is staffed by clueless morons off Island.

The shop is staffed by kids who haven't been trained to an even basic standard and don't know the first meaning of customer service.

I've still not had an apology.

Needless to say I won't be proceeding with broadband from Sure, which have since been told is crap anyway!

You've lost another customer.