Customer

Placed an order on 24th June. Radio silence...so on 1st July I emailed requesting an ETA.

Two days later a reply...my order is in transit, ETA 7 days. Slow but OK I guess.

10th July....delivery day and only 1 box arrives...1 is missing. Decantalo delivery tracking shows status of "ISSUE".

I immediately contact Decantalo customer support...4 days later and no reply. I contact the CEO via LinkedIn. Nothing. Is everyone in Spain on holiday until September?

Things go wrong. Parcels get dropped/go missing...it happens. That's no excuse for crap customer service.

Amazon deliver a billion parcels an hour and they response instantly...so Decantalo you MUST do better if you want to keep your customers?

One last chance..."please respond by close of business on 14th July...or I'll contact my card issuer and initiate a chargeback."

I am a frequent Waitrose and Waitrose Cellar customer.

(most recent online order C1340833 - shopped in store last week (£250+ spend).

Some feedback for you regarding Walker Smith - your long term employee who was fired for trying to stop a shoplifter.

I want you to know that I will no longer be shopping with Waitrose and Waitrose Cellar.

In my opinion your firm’s behaviour and decision making is ridiculous. I understand the counter argument - but it doesn't justify punishing a loyal employee who was clearly trying to do the right thing.

Ethically, morally and commercially you’ve got this one totally wrong - as I suspect is now becoming very evident to your senior management (who should be fired over their lack of judgement).

Placed an order on 11th August.
Order confirmation stated "Delivery via UPS in 4-6 days"...
9 days later and no communication so emailed customer service...
The following day a reply (no name) asking me to confirm my delivery address.
4 days later - no reply - no order.
Unfortunately I cannot recommend this merchant unless you are very patient, enjoy sending multiple customer support emails and relish uncertainty.

Ordered on 11th August
All wines listed as in physical stock
Radio silence for 7 days
Contacted customer support (only channel is email - no phone number, no chat function)
Web sites states "we respond in 24 hours"
Radio silence
Send a 2nd support enquiry email
24 hours later...radio silence
Sent a complaint
24 hours later...radio silence
Messaged the CEO via LinkedIn
No response
This morning I get an email stating that half my order has shipped. No explanation. Tracking ID returns an error.
Maybe I'm just unlucky...or maybe Vinatis is a badly managed business.

Credit where it's due - Freddie's have been in touch to apologise and set things right.

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Freddies deliberately make it impossible to cancel a subscription. Unethical business practice.

Once they have your credit card, they will bill it seemingly forever. A card expiring doesn't even stop them.

They are the florist equivalent of Hotel California - you can never leave!

Send them an email to cancel. They ignore it.
Call them - They don't answer.
No other method to cancel.

Fortunately my card issuer dealt with the problem in 2 minutes.

I would not recommend Freddie's unless you want flowers delivered forever and you are happy to never cancel.

I purchased several S330 eufyCams in October 2022.

These have a solar panel built in and are designed to be used outdoors. The connect to the Eufy hub via WiFi. The theory is the sun charges the unit so you never have to.

Fast forward 18 months and the solar panel has stopped working (the camera itself still functions). To be clear, I live in England - the unit was not subject to harsh conditions, chemicals or anything that would cause premature failure.

Eufy support have refused to replace the defective unit citing expired warranty period.

In other words, Eufy think a lifespan of 18 months is acceptable for a £450 security camera.

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UPDATE

Eufy customer support have reversed their decision and have now agreed to replace the defective camera.

Not clear if this was in response to my email to their UK General Manager. Unfortunate initial response, but I guess all's well that ends well.

Purchased a Liebherr SBSES8483 Fridge Freezer in June 2022 at a cost of £2,945.

In January 2023 the ice maker stops working and I call Liebherr Customer Service. A 3rd party engineer arrives a few days later and is unable to resolve the problem. Shortly after he leaves I notice he's dented two doors.

He reappeared a few days later and replaced the ice maker. Meanwhile Liebherr UK agree to order two new doors and have an engineer fit them.

8 weeks later, no doors, no engineer, no communication. I email and call Liebherr UK, who appear to be too busy in internal meetings to speak to me or resolve my issue.

A really poor customer experience.

Easy ordering, fast delivery, products are good value, high quality/high tolerance refined finish.

Excellent from beginning to end. Simple clear web site and email communication. Collected on time. Delivered on time.

Fast, easy purchase. Tyres we're ultra competitively priced. Courier tracking codes forwarded promptly. Tyres arrived 3 days later st my local fitter.

A very well run business. Congrats.