Jan

Absolutely disgusting!

Booked one day shipping, took over a week to deliver! Customer service absolutely useless besides chasing you all the time on emails trying to get extra business.

Two months after the shipment they've tried to charge me another 50% of the cost for supposed weight discrepancy! The weight discrepancy based on their email was double the submitted weight! Absolutely insane since the weight was spot on and measured with a digital scale. Avoid these scammers like the plague that they are.

They were supposed to investigate the shipment delay and refund it, never heard from them on that again!

Trustpilot gladly leaves the retailers to abuse the policies (they know that it's the retailers that bring them money, not the consumers with their reviews), and they happily promote this practice.

I have had numerous reviews deleted by trustpilot despite providing evidence of having interacted with the business. It's beyond easy for a business to get the negative reviews deleted, no matter how bad their business practices may be.

Trustpilot became another sham that's there as a wanna be a "trustworthy" retailer sticker you can just pay for.

Ordered a bunch of parts, all showing in stock.

Then I got informed main items I wanted were discontinued.
I have Immediately asked to cancel.

Days long delays in communication.
Near impossible to call them.
They have agreed to cancel.

Weeks later I'm still chasing them up for a refund.
When I contacted them again about it, they told me they're still trying to fulfill the order and will keep me updated - WEEKS AFTER I'VE CANCELLED OVER EMAIL AND PHONE!

I have emailed again..
They have then issued a partial refund which makes absolutely no sense.
The case continues, absolutely disorganised, unreachable phones, customer service which doesn't read the emails before replying. Do yourself a favour and just go to the main dealer.

Delivered an hour after specified time window. The driver arrived at a rear gate that's sealed shut and could not be bothered going around the house to get to the main door, climbed over the fence knocking on the patio. Not very professional.

Beaten all my expectations. By a country mile.
Needed to import a bunch of motorbike bits from the US, these guys have quoted the best price out of all the comparison engines I’ve used - £53 for a 5kg parcel on a supposedly 2-3 days service. Compared to most others being 8-12 days and a lot more expensive - parcelmonkey/parcelhero/parcel2go etc. was a bit hard to believe 😅).

Gave it a go and voila - made booking Sunday, they’ve collected Monday (Massachusetts) and delivered (Glasgow) Wednesday noontime!
That’s faster than Royal Mail within the UK 🙌
They’ve also called to double check all the details which I’ve never had happen with a courier.
Very impressed with their services and will use them again.

Do your research before you sign up for anything.

Sales techniques I would expect from people selling pots door to door. Pushy, relentless, akin to midges but perhaps even more annoying. Also people, please, go online and price up some triple glazed windows, you will realise you can pay about 80% less (for triple glazed, compared to these guys who only do double glazing!) and getting tradesmen to fit it for you is cheap and simple.

What happened:
Quote for 6 windows and a door - 18k (priced up all the windows and doors online, £3500) - long term quote we can sit and think about

Followed by a charade about them making you a deal using you for their marketing and calling the manager, what a theatrical performance about kindergardens in neighbourhood etc.
That got it down to 14k - but we must sign right now.
Got a bit upset and super pushy when we told the wee bloke we need to think about it.
Called the manager again, the price was now down to £8000... Must sign today, we won't get that price later..

If there is something I do not appreciate, it's pushy, heavy handed sales tactics. Any company pressuring me to sign something on the spot and not leaving time to decide feels beyond fishy to me. Sent the wee bloke packing..

Day later non stop calls from their office, again, super pushy woman on the phone, "we want to come again, direct from factory, we are in your area today.. no, can't be tomorrow blablabla..."
For the sake of entertainment we agreed to see their sales manager who came to visit, as heavy handed sales approach as from the wee bloke as soon as he started to realise we are not pushovers and might not be signing today... Price now down to £7000

Do yourselves a favour, hire actual professionals, or better yet measure the windows, get them made yourselves, get a real tradesman to fit it and save £10.000....

It's a needle in a haystack job to find a company that a has real person who knows what they're talking about on customer support.
I massively appreciate Peter taking the time to explain technical aspects of different materials available, longevity and application.
It's been a while since I've gotten this level or service from any company (and we're talking a pretty small order).
Can wholeheartedly recommend and would buy from them again. Thanks!

Purchased a photography insurance policy.

Decided I want to re-do my policy and spend a bit more time setting it up properly.

All documents available thorough the purchasing process say you can cancel within 14 days for a full refund.

When trying to refund you get hit with "admin fees".
There is no information available about said fees thorough the entire purchase process. The documents available - "Policy Wording" and "Product Information Document" both state full refund within 14 days. No mention of fees whatsoever.

Once you try to cancel, suddenly fees appear.

This is false advertising and very scamy trading practices. When repurchasing my policy I will look for an alternative insurer, if this is how they operate, I would not want to see what trying to make a claim would be like.

Not to mention there is nowhere you can call and emails take days to answer.

A large amount of tickets becomes available on the date of the event, impossible to buy for fans looking to buy the tickets in advance, impossible to change the ticket or upgrade to a better one. Incompetent handling from ticketmasters side, customer support rude and unhelpful. This experience alone is making me vary of using their services again. They let you buy the newly released better tickets of course, but you can't upgrade to them, nor can you get a refund for the tickets you already have. Scambags.

After 7 years of being with direct line, they have now sent me a renewal with a 30% increase which is frankly outrageous. Especially considering the current cost of living crises, and the fact I have received no penalty points nor have I made any claims, ever. Insurance is supposed to get cheaper as you rack up no claim bonus, not more expensive. Needless to say I will be looking elsewhere.

17.3% price increase? Have you gone insane?

Well, I’m sure this will do wonders for your already struggling numbers.

Alienate the small amount of customers you have left and go bankrupt. Greedy buffoons.

Stay away. Had to wait for 5 hours, in freezing conditions when my car broke down.
The company’s treatment of customers is beyond appalling as well.

I’ve set my cover to not automatically renew.
They have renewed the cover automatically, saying I’ve been sent an email about my cover having changed. The email states “we have decided to offer you the option to automatically renew”. Apparently as the operator later read out to me 10 paragraphs down the line it says I have to opt out of this. So it’s not offering an option. They just changed the policy without my consent. The operator was rude and unhelpful. “Check your emails sir”, “ok, you have now confirmed to me on a recorded line that you have actually received our email, you are obligated to read the entirety of your emails”….

They have also charged me a higher premium, I called on the same day I’ve received the renewal notice that I don’t wish for it to renew. I was told I will have to pay £21.50 cancellation and amendment fee. Wild West. Go somewhere else, buy a cover from a company that has the decency of not changing your policy without your consent, doesn’t make you wait in a blistering cold for 5 hours and has a decent customer service. Stay away from Auto-Aid.

Absolutely outstanding knowledge and service. First time I spoke to an outdoors sales person that know's everything about the materials, testing, real life use etc. (kept the poor guy on the phone for about an hour) Could not be happier with the level of service provided and will be coming back for sure :-) Thanks!

We've had a claim for £1350 which does freak one out a bit (gf scratched the entire side of the car). These guys provided us with easy to follow instructions, customer service was friendly and spot on, paid out fully within a week or so. Can't recommend them highly enough, been using them for years now and will continue to do so.

Returned my Black Diamond Strom under warranty due to wiring issues.. Received a replacement which was faulty from the factory and to return it it means another visit to the store..

In store I was informed I will receive a replacement in post, after about a week I've received another email informing me it's not in stock..

Emailed again and was told there is one in stock, paid, a week later received an email yet again it's not in stock.

Overall about 10 emails, multiple refunds, two visits to the store.. I've ranged them up and asked what's going on and what can they send me instead, they said there's a new model out (with barely any difference) but that I would have to pay additional £20 for that since mine was originally purchased at a discount. You would think that after all the shenanigans they put me through they could have at the very least just sent the new model as a replacement. Needless to say I'll take my future business to trekitt or alpinetrek..

- IT COSTS ALMOST A £100 TO CANCEL THE POLICY WITHIN 14 DAYS!!!

Purchased a multibike cover covering my modified S4 Ducati and a GSXR I was buying that day.

I ended up not being happy with the riding position on the small GSXR and selling it a week later, since the ducati is being fully rebuilt and won't be on the road for another 2 month or so I've decided to go for a cancellation of the policy - withing 14 days.

Upon trying to cancel my policy I've been told I need to pay £30 fee to bikesure + an additional £42.5 underwriter charge + another charge they've bundled onto it.

I was made aware there is a £30 cancellation fee when getting the policy, upon confronting the operator about not being told about the rest of it they've told me that I have been informed "there might be additional fees". With such an ambiguous wording the additional fees could also be a £200 or whatever else they dream up.

So cancelling a policy withing 14 days is going to cost me almost £100. If the company is this ambiguous about their fee structure and a withing my consumer rights 14 days cancellation... I don't even want to know what would happen if I had an actual claim to make.

Also turns out since my other bike is in bits it's not even covered for theft and the policy shouldn't exist in the first place.. So the agent I spoke to just really must have wanted their fees.

P.S.: I have also been told that I have to purchase the policy right now when getting quoted and that it is not possible to call up and activate the policy later - which is beyond useless if you're pricing up a bike you're going to see but not sure you will buy. I've had to talk the very same agent into calling me back later that day. The other option was to pay now and cancel the policy before it takes effect - again, totally useless when I haven't even seen the bike.
- This also turned out to be a lie, you can call up and purchase the policy later.. Just more dishonesty from the agent on the phone

It goes all good and well when you're purchasing but everything else is a total nightmare

With their current fee structure if I cancelled off only the GSXR and kept the Ducati on (which wouldn't even be insured - also something I've not been told about) I would get a total of £28 refund.. woop woop..

Needless to say the whole experience is beyond belief and how are they getting away with this is something I really don't understand.

Absolutely appalling service!
Avoid at all costs

- I have dropped off the parcel at a shop that was on the list of shops I have printed out on the shipping label
- parcel didn't get loaded up in the system nor collected
- DPD UK told me the label isn't process-able and is missing information, I need to contact P2G for them to fix the issue
- I've had to drive to the shop again to collect the parcel

- Contacted P2G, got told they will raise the issue with DPD and contact me in 1-2 working days with a solution

- One week later no contact at all

- Contacted P2G again
- P2G told me that I have to drop the parcel off to a special shop which is related to P2G and a different branch of DPD
- this shop is about 40 min drive
- I have gone to the shop only to be told they do not currently offer these services at all
- Contacted P2G again, asked for them to offer compensation for the massive amount of my time, fuel etc. wasted and for them to schedule an actual collection of the parcel from my home since they cannot get it processed in drop off shops

- Got told they are not doing either and essentially that they won't do anything about the situation because they would have to pay the difference between the collection and drop off price to DPD..
!!! But clearly me driving around for hours and spending an insane amount of time with this is okay!!!

Stay well away from an absolutely cowboy incompetent company with no customer service