SC

I placed my order on the 5th May 2026 from UK and later the same day I tried to cancel but received a response order was already processed but that I should just refuse delivery and it would be refunded when the item arrived back with them (fair enough). Unfortunately UPS the just dumped the item on my doorstep so I had to make further contact and was assured by (Jan Smetana) that if I returned the item by my a courier of choice, both the item cost and shipping cost would be refunded as soon as the item arrived back. I chose EVRI. It seems that when returning items to the EU, duty and tax has to be paid, or at least exempted by the parcel recipient. Tracking shows that Evri requested this at least three times without response from Conrad and so a return to sender process was initiated and the item eventually arrived back with me on Monday 1st June. During this period I emailed Conrad several times but they just stopped responding and went dark. Since Monday I have emailed every generic email address I could think of to try to elicit a response and also submitted an online request using their website portal, all of which attached tracking, invoice and cost details, all are confirmed delivered and none have bounced back.
Absolutely no response, Zilch, Nada.
So beware, you may or may not get your order delivered and if you do, good luck trying to return for a refund as they promise on their website.

Perfect fit and well made, prompt delivery

I had bought a tractive, when it came it was bulky and while setting up chose the 5 year subscription advertised at £4 per month and didn’t notice the faint box underneath saying full 5 years would be taken upfront at £240 - until it was too late. I managed to get a refund and return it but that process was well hidden too.
Having now ordered the Pit Pat tracker, what a breath of fresh air! I chose the £12 / month subscription with included tracker as opposed to buying outright at around £150 plus £3.50 / month as this seemed the best value. I’ve had it 3 days now and it reliably tracks my dog plus lots of other useful features, battery holding up well even on urgent setting. I have bought a second collar just for the tracker so I can just pop it on when we go out, easier than the dog either wearing it all the time or taking main collar off all the time to fit it-also less likely to be noticed by a potential thief.
Overall very pleased, all Pros and no cons so far.

I had bought a tractive, when it came it was bulky and while setting up chose the 5 year subscription advertised at £4 per month and didn’t notice the faint box underneath saying full 5 years would be taken upfront at £240 - until it was too late. I managed to get a refund and return it but that process was well hidden too.
Having now ordered the Pit Pat tracker, what a breath of fresh air! I chose the £12 / month subscription with included tracker as opposed to buying outright at around £150 plus £3.50 / month as this seemed the best value. I’ve had it 3 days now and it reliably tracks my dog plus lots of other useful features, battery holding up well even on urgent setting. I have bought a second collar just for the tracker so I can just pop it on when we go out, easier than the dog either wearing it all the time or taking main collar off all the time to fit it-also less likely to be noticed by a potential thief.
Overall very pleased, all Pros and no cons so far.

I always pay my credit card in full each month. Unfortunately I accidentally underpaid a (£1700) bill last month by £30, due to a simple typo on my banking app. I was charged £25.80 merchandise interest as a result on the whole statement amount. Whilst knowing that this is technically the norm, I contacted them for common sense. No because I made a similar error (a few pence that time), last August which they did accede to. Apparently two genuine mistakes within 12 months is not allowed, although not mentioned in their T&C’s. As a matter of principle I shall be appealing to the ombudsman and writing to their CEO.
Update- they replied inviting me to raise a complaint, point is that my review was in response to them refusing a complaint already made!

I ordered a King Size Origin Hybrid Mattress on Thursday 20th Feb for Delivery Tues 25th - there was good communication regarding delivery - email order confirmation stating that I would receive an email the night before delivery, a text on the morning of delivery and a call half an hour away, all of which happened like clockwork, it was here by 10.30am on the day and the guys brought it upstairs for me (it is Heavy). It was easy to unbox, lay on the bed and remove the vacuum packaging, upon which the mattress immediately sprang to full size. There was some latex odour but nothing excessive and cleared after 24 hours. Two nights in, I am finding it very comfortable, am sleeping well and waking far more refreshed and ache free than I have done for some time ( I had a pure memory foam mattress before).
There was one small issue in that I ordered in the Feb sale on Thursday and by the time of delivery on Tuesday the price, still in the Feb sale had reduced further, quite substantially. I contacted customer service and they had no hesitation in immediately refunding the difference, so excellent customer service again. I have no hesitation in recommending both the product and company to anyone looking for a good mattress and a sensible price, thank-you Origin

As always super customer service, made a mistake on my latest order and unfortunately no facility on website to correct or cancel it because they are super-fast at processing and shipping. However Gemma sorted it without fuss in no time. Great company to deal with and quality food at sensible prices.

Until today, for the past 2 years, my house insurance including home emergency cover and boiler service was insured with John Lewis. I received a message from Preferred Management solutions (their agent) last week, to book my in boiler service and they appointed a company called the Bearded Heating Company in Reading who came last Thursday 9th January. The service was a cursory look at best, however a leaky seal was discovered which should have been an emergency situation and covered by the insurance. Having filled out a "Danger Do Not Use" Gas Safe form the engineer then wrote on the same form form "OK to Use". Because of this John Lewis via PMS refused to cover the cost. I received a somewhat detached call from PMS next day saying they could arrange repair for £290.91 (for a rubber seal??). I declined and called my previous trusted gas engineer who had until 2 years ago serviced and maintained my now 16 year old boiler boiler since new. He came on Monday 14th January and fitted the new seal in about 15 Minutes - the cost £110.00.He said that allowing the continuous use of the boiler had been both dangerous and illegal.
As a result of this I called John Lewis to cancel my entire Home insurance policy, they who were most apologetic and embarrassed and had no hesitation in cancelling as requested without penalty. John Lewis, this is not directly your fault but you should not be passing your insurance management to questionable 3rd parties which, in my opinion, on this occasion I believe have at best been dishonest and also do not understand the concept of customer service.
I shall be forwarding a copy of this review to John Lewis customer complaints for their information and review.

Superb customer service, fast delivery and most importantly high quality food at reasonable prices

Excellent and prompt customer service and delivery.
only criticism is that subscription repeats are shown as full price when there is always a good offer to be had if you look for it!

Like others wish I could leave no stars the only good thing is internet speed. Been with them 2 months, 1/ they failed to take the direct debit on time then fined me for non payment resolved but very painfully.
NOT RESOLVED, despite assurances thgey have just taken over £100 ABOVE what was due by direct debit, tried phoning twice but cut off both times after 20 minutes. they are refusing to refund but will only credit account. Disgraceful
2 /interference on tv signal May led to cabinet after mandatory engineer home visit requiring another team and eventually seems to have been fixed.
3/ continual landline problems, phantom calls etc. now can dial out but incoming rings and line drops. 4 long wait calls to them later I am advised that there has been an area problem since 5 November (app says all fine) and there was nothing they can do told In no uncertain would just have to wait for it to be fixed maybe around 30 November (Shank , second line team). At my wits end a very unpleasant and frustrating experience all round.

ORDER NUMBER 46482581 Warranty claim
Awful customer service 20 emails back and forth in 10 days all requesting the same information which has been supplied several times. So far relies from at least 6 different people. This was an A/c compressor which was fitted correctly by a specialist aircon engineer but failed less than 3 months later due to a seal in the body of the unit failing; they are trying to hide behind "Did you change the Air dryer Filter" which is totally irrelevant to a seal failure on a 3 month old unit.
They owe me £187 for the unit and £263 for labour, not holding out much hope with them.
Oh and I have asked for their director of customer services email and also that of Alexej Erdle who I believe is the senior director / owner? - wonder if they will oblige? I doubt it.
I have updated this review as although their warranty process is long and drawn our with multiple requests for the same information I now believe it just to be their system and they have acted with good intent. I did eventually receive not just a refund for the fauly part but also the fitting costs of the faulty part. can't say fairer than that really.

West Wittering Estate Easy and painless anpr let me in no problem

Finally update on beyond awful; they had no tracking and by their own admission they had lost the parcel. In order to get them to finally process the claim I had to get a statement from the intended recipients (my grandchildren's surprise multiple item xmas present) that they had not actually received the parcel !, Although the parcel was insured (inadequately) for £20 I then had to troll through Amazon for similar items to prove their worth. Finally today 5th Feb they have begrudingly refunded some 7 weeks after the case was raised.
Don't worry DPD local Online - you will never have to deal with me again.

Needed to update my life insurance and came across Protect Line via comparison site. What a pleasant surprise to be contacted By Zac Maskell who was really knowledgeable, personable, clear and efficient, he had me sorted out in no time and put no pressure on be to purchase a policy there and then. I have been in sales all my life (now retired) and it is this sort of approach that made my career successful and so full marks Zac!
Needless to say I emailed my acceptance back within and hour.

Needed to update my life insurance and came across Protect Line via comparison site. What a pleasant surprise to be contacted By Zac Maskell who was really knowledgeable, personable, clear and efficient, he had me sorted out in no time and put no pressure on me to purchase a policy there and then. I have been in sales all my life (now retired) and it is this sort of approach that made my career successful and so full marks Zac!
Needless to say I emailed my acceptance back within an hour.

Update 22nd January.
Finally contact from DPD local in response to my review. That say they are now investigating, Really? - over one month after a case was raised? I
DPD I am not interested in your investigations, I have long since replaced my Grandchildren’s’ lost parcels. I just want you to rise up and refund the shipping and £20 compensation; I’m not holding my breath.

My experience of this company borders on fraud. I sent a parcel via drop off on the 14th December, when it did not update on tracking from "dropped off at parcel shop" by the next day I called DPD on the given number to check; Tom advised me that DPD local Online was a separate division and he was unable to help, when pushed he became extremely rude, advised me he had other calls to deal with and he would have to hang up (which he promptly did). The next day and agent called sean did exactly the same thing.
I raised a claim on the 17th December and have continually chased since no update since the 27th december "pending courier"
I have been advised that the only way to contact DPDonline was by live chat, however within that portal there is no option to progress an existing claim.
Today I have checked the claim again and find that the claim has been closed due to "No contact from the customer"!!!!!!.
DPD I have been trying to contact you repeatedly, you have basically stolen my money and my goods.
I will never, ever use this criminal company again ! Beware.

Update 8th january
Countless emails later I am no further on. thay say dpd local online is another company and can only be contacted for refund via online chat - unfortunately this doesn't work. demands for senior personnel contact under freedom of information ignored. have just reoprted them to Financial Ombudsman. I will not give up, I will not let them off the hook.

Sent item from drop off 14 December, never registered as being picked up but assured by customer service that it was. Customer service were unhelpful and rude, no information and hung up 3 times saying they were busy and had other customers to deal with ("I'm hanging up now"). Raised case online on 17th December confirmed "Pending Courier" 21st December and it is now 31st December still "Pending Courier" no further contact or offer of compensation. Beyond awful and Rude - Avoid.

I am 69 and fit and healthy.; answered their ad for affordable life insurance. Declined to quote and suggested a funeral plan may be more appropriate!

Appalling customer service.
Renewed my senior digital railcard as I needed to travel within the hour. 3 hours later the download code finally arrived by e-mail --Twice with two different codes. only used one but now find I have been charged twice. No response to email and waited over 1 hour on each of 2 attempts to call them in a never ending queue and gave up.
Suppose I will have to resort to claiming the refund through my credit card provider under the financial conduct authority rules.