Steve

We lost our lovely cat Stan recently due to kidney failure. Nothing will bring him back, but the way Petplan handled our claim has been superb. They've paid our claim in full without any fuss or quibbling over small print.
We've always insured our cats with Petplan. I'd recently started thinking they're getting a little overpriced, but you genuinely get what you pay for.
Thank you Petplan.

We seem to have had a bad run of home electrical items coming to the end of their lifespan recently and have always ordered replacements from John Lewis.
They do exactly what they say they're going to do - deliver items at a competitive price and at the time they say they're going to.
We've had some electrical products installed by John Lewis and their installers have always been polite, efficient and knowledgeable.
Thanks John Lewis!

One of the worst companies I've ever had to deal with. They seem totally shambolic. They make appointments and then don't bother to turn up, with no explanation at all. I took a day off work to be here for them.
Getting any kind of acknowledgement that that wasn't good was like pulling teeth.
They rearranged the appointment, then sent me another message telling me I need to contact them to arrange it again.
The appointment was finally fulfilled and the work done, then the very next day I get another message saying there's a fault that requires my 'immediate attention'.
Oddly enough, about a decade ago they were actually quite helpful, so I don't know what has gone wrong there.

Additional comment after message from Ecovision: So that's two automated alerts I had from Ecovision in the last month or so, both of which provided incorrect information and urged me to phone you as soon as possible to try to resolve. What is the point of that?
Incidentally, you may want to look into your email to me of 29 May 2025. We house shared with my mother in law who had the initial contract with you. Unfortunately she passed away..but even though I'd spoken to someone there and told them that, your email began 'Dear Mrs JS...(deceased)' etc..I have deleted her name and put initials instead. Really not acceptable.

We tried out Zooplus about six months ago after getting fed up with being let down by our then regular pet product supplier.
I honestly can’t fault Zooplus. Prices are competitive and deliveries are swift.
They also have a savings plan where you get a discount of everything you order and a points plan where you can sometimes treat your pet with a gift or two.
You also get free delivery if you spend £39 in your shop - comparatively low compared with some other suppliers.
So far they haven’t let us down once, so top marks.

Jason installed a combi boiler in our home. We found him very knowledgeable and reliable. Once we’d booked him in he came exactly when he said he’d be here (which doesn’t often seem to be the case these days) and got the job done very thoroughly and efficiently.
He came back after installation to check and double check everything was working ok and make sure there were no leaks. He also explained how the system worked in plain English.
He left everything very tidy too and prices were competitive.
I’d definitely recommend Ilex.

Very poor service. Items ordered 27.10.23 and delivery date of 01.11.23 quoted. No sign of delivery today so I check my orders on their website and it says both items I ordered are out of stock.
After emailing them they said they were waiting for a delivery, but why on earth are they selling items they haven’t got and don’t know when they will have?
Hugely inconvenient for me because I’ve now got to drive somewhere to buy these items as Pet Supermarket have let me down.
I wouldn’t have purchased from them in the first place if they’d said they didn’t have the items in stock.

Follow-up to response from Pet Supermarket:
I emailed you using your online form twice yesterday and still haven’t received a response to either message. So tomorrow I have a 25-mile round journey to buy the items that I ordered from you as I have now run out. I won’t be shopping with you again.

I left hospital with a catheter after cancer surgery. I’d been told the catheter would stay in for 2 weeks but the discharge note only said 1week. Unfortunately that meant I was sent home without enough supplies for the catheter. I saw a phone number for CliniSupplies on the supplies I was sent home with, phoned them and within a couple of days I received everything I needed plus more. I was so grateful as it really took a big source of stress and worry off me. Thank you.

I love Photobox photo books. The editing suite is easy to use and there’s lots of flexibility over photo sizing.
The end product is always very high quality and makes a lovely keepsake.
Prices are reasonable, especially if you look out for offers.
I wouldn’t get photo books from anywhere else.

We needed a replacement filter for our Beko tumble dryer. Found it at a reasonable price on the Bekospares website, it came quickly and fitted perfectly. Very happy with the service.

I'd recommend avoiding Servicing Stop. On the face of it their prices seem reasonable, but they said my brake fluid needed changing and charged me twice the cost of doing it though a main dealer and more than three times the cost of some other national chains.
Having booked my service and MoT in at a date that suited me, they cancelled it by text at 4.30pm the day before it was due and rearranged it for a very inconvenient date without consulting me. I asked them if they could look at a more convenient date and I never heard back from them.
It is virtually impossible to get hold of anyone at Servicing Stop's 'customer services'. I gave up waiting after 20 minutes on hold today and I'm still waiting for an answer to my emails to them, yet they swamped me with endless pointless emails and texts.
So not a great experience at all and one I will avoid next year.
On the plus side, the people from garage doing the work seemed great and helpful. I'd use them again if they were a bit more local, but I definitely won't be doing it through Servicing Stop.

We regularly had our cats litter delivered by another internet based supply, but their service got really sloppy, so we looked around for a replacement.

We started trying Pets at Home a few months ago and they have really exceeded expectations.

They've been a tad more expensive than the previous company, but they usually deliver next day or the day after (I never pay for next day delivery) and they have always delivered a full order - no splitting of orders and left wondering whether the other bits and pieces are.

I good shopping experience so far. Thank you.

Link Asset Services are appalling to deal with. I've been trying for a couple of years now to transfer some shares from my late mother in law to my wife in accordance with her will, something that was complicated by the fact we couldn't find the share certificate and so needed a replacement.

We are still waiting. We sent them all of the information they needed and did all the forms they requested.

They have consistently said there would be no charge for this, then they said it was a free as long as we didn't need their fast service, then a letter arrived saying there was now a fee of £42 so we needed to send them a cheque for £89! No explanation at all for this.

And we're still waiting. It does of course mean that we are unable to trade shares that legally belong to my wife.

Inefficient, little or no communication or explanation, just terrible to deal with. It's exactly the kind of thing that I feel would put off small investors.

ADD: Just something for TrustPilot to think about. There are 26 reviews for this business, all of them giving one star and several of them saying they would have given no stars if they could, which I too would have done. How can that possibly give them an average of one and a half stars!

Poor experience really. Package seemed to sit in store somewhere and tracking mechanism didn’t really give any useful information at all.
Caribou set up an account for me to use if I wanted to contact them. I didn’t ask for an account and I didn’t ask them for it and I didn’t want it.
Customer services said I could go back to them if I had any queries so I went back and said ‘please tell me where my parcel is and when I could expect it’. No response!

I've been using Photobox for quite a few years now. I've ordered photobooks, calendars and mousemats from them and I've always been really pleased with the quality and price of their products. The turnaround time has also been good.

Fetch are completely shambolic. I've had three orders for Bio Catolet cat litter in the last six months that they haven't fully delivered. Two orders had one of the three sacks missing - there was never any explanation why they didn't ever show up. I'm still waiting for the third order of three sacks to show - 11 days after the order, which was placed with 'next day delivery'.
When I asked them what was happening with the latest order nine days after it was placed they said they were looking into it and it would take them 72 hours to do that. I asked if the order had been despatched they said it hadn't and that they were having some 'supply issues'. So it sounds like they were and still are selling items that they don't actually have. The best they have been able to offer since then is that they can cancel the order.
In the meantime I have three cats sitting around with their legs crossed! I won't be shopping with Fetch again.
They seem completely shambolic, their customer service is useful and they treat their customers like they're stupid. I'd much rather spend a little bit more somewhere else where I know there is actually a chance of the items being delivered.

I've just left Green Energy Network as they proved quite expensive. I found them originally through a price comparison site and thought the quote based on our gas and electricity usage was competitive, but then I found my direct debit went up quite dramatically from £90 a month to £145, then down to £103 before settling on £121. Even then when I switched I found myself owing £73.
I've switched and got dual usage for under £100. I've also been given a smart meter within a couple of weeks of switching, whereas that didn't seem to be available with GNE.

Add in response to reply from GNE: I do know how it works. Direct debits are supposed to help you plan though and this was up and down like a yo-yo.
I’m still not convinced your original quote was very accurate, hence concerns about how much our bills escalated. It was really difficult to know what was going on as the direct debit was so erratic.

I sent my wife some flowers for our 17th wedding anniversary via M&S. Unfortunately M&S chose so courier them with Yodel. Big mistake. This year became the first year my wife didn't receive flowers from me on our anniversary.

The flowers were due to be delivered on a Saturday (07.07.18). Yodel didn't make any attempt to contact me to say they wouldn't be, but I stumbled on that fact looking on their parcel tracker.

I tried to get hold of Yodel for an explanation - no joy. Didn't actually get much more help out of M&S, who said they tried, but couldn't get hold of Yodel.

I tried Yodel's live chat. It took ages to get someone, and when I did, they disconnected before I had time to key in their mulitple queries.

Eventually at about 5pm I did get hold of someone on Yodel's live chat, who assured me they delivered up to 7pm and the flowers would be delivered that day. They weren't!

Yodel don't appear to deliver on Sundays, so the flowers apparently stayed in the back of the van Saturday and Sunday until they were finally delivered on the Monday lunchtime - looking just like they'd been sitting in the back of a van for the best part of 3 days.

Incidentally, on the Sunday their parcel tracker literally said: "Parcel status: We're sorry we couldn't deliver to you today. Check back here for updates. Estimated delivery date: Today."

I mean, honestly, what's the point?

I approached Yodel for an explanation and just got some twaddle about how they didn't manage to live up to their outstanding reputation.

I tried asking again, and got the same response - litereally word for word.

So if Yodel have any systems in place, which frankly I doubt, every single one failed. They didn't deliver on the day they were supposed to; their client (M&S) couldn't contact them; their live chat was consistently busy for hours; when I got their live chat they said they would deliver that day and then failed to do so; their parcel tracking consistenly gave erroneous and nonesensical information; they couldn't be bothered to respond to a customer's request for an explanation.

In future I shall make a point of checking when placing orders whether items are being despatched via Yodel. If they are, I won't bother placing the order as it will be pointless to do so.

Two orders placed recently on Sundays, both arrived on Tuesday, which I think is excellent.

Products were competitively priced, with free delivery for orders over £12 and postal tracking.

I also like the customer reviews on their website - always find them helpful.

I don’t think I could ask for any more, hence the five stars.

I've been with Nationwide for around 40 years. I recently moved house, but when I asked them if I could port the mortgage and asked for a little flexibility, they refused. I therefore had to pay the mortgage off. However, this meant they stung me for around £1200 in early repayment charges - even though I was only about a month short of completing my 2-year fixed deal. Result - I'm moving all my accounts from the Nationwide to another bank (and telling everyone I can what a lousy service they offer). They are NOT 'on your side'. They're just like all the other banks - they just want a fast buck. They couldn't care less about their customers.