Mina Quintana

We’ve flown with British Airways before and will be flying with them again in September because they are included in our package holiday—not because they would be our airline of choice. Unfortunately, each experience reinforces the same opinion.

British Airways seriously needs to rethink both its customer service and its pricing policies. Waiting an unreasonable amount of time to speak to someone, only to be left without a proper solution, is incredibly frustrating and well below the standard expected of a major international airline.

The seat selection policy is one of the worst aspects of the experience. Charging excessive fees simply to guarantee that families, couples or friends can sit together is difficult to justify. Yes, seats are allocated free of charge at check-in, but by then there’s no guarantee you’ll be seated together. Passengers are effectively pressured into paying inflated fees or taking the risk of being separated. That isn’t customer service—it’s a revenue-generating tactic.

The onboard experience doesn’t make up for it either. The service is average at best and falls short of the premium image British Airways projects. When you’re paying premium prices, you expect a premium experience, and British Airways simply doesn’t deliver.

There are plenty of airlines offering friendlier service, better value and a more customer-focused approach. The only reason we’ll be flying with British Airways again is because it’s part of our holiday package. If we had the choice, we would book with another airline without hesitation.

I am extremely unhappy and disappointed with the overall service. For two consecutive days, I have been trying to get through to someone simply to add something to my booking. This should be a straightforward request, yet both days I was left on hold for over half an hour with no resolution.

The lack of support is beyond frustrating and completely unacceptable. What makes this even worse is the clear contrast in service: when you are booking a holiday or cruise, there is always a representative available and ready to help. However, once the booking is made and the money has already been taken, customer service suddenly becomes impossible to reach.

Support should not only exist when you are trying to make a sale. It should be consistent across the board. Customers should not be made to feel ignored or undervalued simply because they are no longer generating immediate revenue.

This experience has left a very poor impression, and it has seriously impacted my confidence in the company. I would not expect this level of service from a business that claims to value its customers.

I bought a Medik8 product from this retailer, and it was a huge mistake. After a few uses, it gave me a bad reaction — breakouts and irritation that actually damaged my skin. Definitely not what I expected from a product at this price point.

Customer service somehow made the situation worse. Instead of taking the issue seriously, they kept pushing store credit on me even after I clearly refused. Their “solution” was to tell me to stop using it, throw it away, and accept that there was nothing else they could do.

It felt dismissive, unhelpful, and honestly pretty disrespectful.

I’m extremely disappointed and won’t be buying from them again. I’d strongly recommend shopping elsewhere — especially if you expect real support when something goes wrong.

We are due to disembarked with QE on Monday 8th September (Alaska!) On Monday 1st Sept I booked a few excursions. When it was confirmed one of my excursion disappeared. Also, still “Processing” so I’m not even sure if these are registered. But they quickly took the payment!!!! Tried phoning Cunard plenty of time to get some
Information but I was not able to get through to them at all. When I finally did (next day) I asked what’s happening with my excursions, I was advised to keep checking and if nothing changed, call back! I noticed Cunard has a 5% promo on excursions which I wanted to take advantage of. So been trying to get in touch again. They keep cutting the line… I was absolutely frustrated. I even sent message on their FB page and guess what! I received a message today and the response is so
generic. It has nothing to do with my query. Very poor service…
Yesterday (Friday 5th September) I finally get through to them. Only to be told, no one knows why my order still “processing” and the 5% off that I wanted to take advantage of - I can’t even get that as I was too late booking my excursions ( according to them). I wanted to cancel my existing excursions and rebook so I can take advantage of the current promo. But because I don’t have the options to cancel my order and I was not able to get through to Cunard. I missed out on this promo!
Again, I asked about my recent order. No assurance that this has been booked. Zero assurance. I was advised to take a screenshot of my order and present when I get on board. So the possibility that these booking doesn’t exist when we get there is high. And if I decided to book the same ones, it will cost more! It’s not a good start of our holiday, thanks to Cunard. This supposed to be a holiday to remember, so far I ain’t looking that way. It just not good enough.

This company is impossible to get hold of. I have tried calling them several time and I kept being disconnected. If I’ve read their reviews prior to ordering. I would not place my order.
I would never recommend this business to anyone. Their delivery says 5-7 working days and still not receive.
I am absolutely disappointed

My friend sent me a rose plant (Rose Troug) as a Birthday present.
It arrived well packaged, looks lovely. However, its was very disappointing this plant didn’t last very long. It arrived on the Thursday 12th December and had to disposed it before Christmas. I even made a call to M&S customer service to get advise how to care for it as there’s no care label when it arrived.
My friend phoned M&S to advised them what happen but they wanted photos… unfortunately, we cannot provide :( as it was holiday season things get very hectic and last thing you want is taking pictures of a dead plant!

So on the 16th July. I posted a review on Trustpilot regarding my horrible experience with Ocado. Soon enough someone responded to that and advised me to contact Ocado via social media someone could look into it further.
Contacted them on Facebook. A Natalia was quick enough to response.
See message below:
“Thank you for confirming the details, Mina. I am so sorry that you have had this experience with us regarding the order delivered to you on the 21st of June. I have looked into the account for you and the contact you made and can see that the refunds for the out of life food and the damaged and poor quality food was refunded back to you after you had requested these through your online account. However, I can see you did forward us the images clearly showing that the lasagne had expired on the 19th of June and that the tandoori chicken expired on the 18th of June. This is very concerning to see, as I appreciate that both of these items went out of date days before the order was delivered to you and this certainly isn't up to our usual standard of service. I am going to report this further to our warehouse team and also raise an investigation with our Food Tech team to look into how this happened as all of our products do go through quality control at the picking and packing stage and should have never reached you in the condition that they have. I am going to send the referral to them now and I believe from the images you have sent, we do have all the information required for them to investigate this, but can I please ask if you have any further images with the barcode on? Please rest assured, I will also monitor this and as soon as we get a response from the team, I will certainly contact you with an update on this. - Natalia”

So today I reach out to Ocado and I was told they are sorry I was given a wrong information!!!!
See message below:
“Thank you for confirming the details, Mina. I am so sorry that you have had this experience with us regarding the order delivered to you on the 21st of June. I have looked into the account for you and the contact you made and can see that the refunds for the out of life food and the damaged and poor quality food was refunded back to you after you had requested these through your online account. However, I can see you did forward us the images clearly showing that the lasagne had expired on the 19th of June and that the tandoori chicken expired on the 18th of June. This is very concerning to see, as I appreciate that both of these items went out of date days before the order was delivered to you and this certainly isn't up to our usual standard of service. I am going to report this further to our warehouse team and also raise an investigation with our Food Tech team to look into how this happened as all of our products do go through quality control at the picking and packing stage and should have never reached you in the condition that they have. I am going to send the referral to them now and I believe from the images you have sent, we do have all the information required for them to investigate this, but can I please ask if you have any further images with the barcode on? Please rest assured, I will also monitor this and as soon as we get a response from the team, I will certainly contact you with an update on this. - Natalia”

I wanted them to acknowledge that sending £15voucher is not a compensation for expired and moulded food!!!! It really isn’t….

Now on top of it all I was literally waiting for nothing.
Is there anything this company can get it right? Surely there’s only so much error you can make.

Very very disappointing experience. It just couldn’t get any worse.

I am absolutely appalled, there’s no such thing as customer service by this company, it’s absolutely disgraceful!
I placed an order on the 21.06.24 - I ordered 3 jackets to see which one fits better. Unfortunately for me the jacket stains my white top, dye-transfer!
On the 2nd July I contact Hobbs to report the issues, spoke to AJ who advised me to send images. When you emailed Hobbs customer service, you’ll get an automated response that they will contact you within 24hours! Heard nothing so from that their customer service nonexistent. A week had passed so I decided to make a call as it seems no one could be bother to contact me.
I spoke with Kay, she offered me a 30giftcard which I refused. I tried to explain if the top that’s been ruin is a cheap ones I wouldn’t even waste an energy to report the issue. It’s a Ralph Lauren top which is not cheap. Admittedly I don’t have the proof of purchase as I never thought I’ll be in this position.
My conversation with Kay was if I can find something similar top and email it over.
On the 15th July that’s exactly what I did - emailed it to Hobbs customer service! And to my surprise no one even has the courtesy to email me back!!!! Today I phoned Hobbs again spoke with Jim ( I think ) just to get an update. I asked as to why I never received any response from Hobbs, He has the pleasure of telling me that I won’t get an update caused the case is closed!
I feel there’s lack of empathy and their customers service definitely doesn’t exist and I really feel they truly enjoyed making you feel that your issues don’t matter.
I am absolutely disappointed how Hobbs handles this.
The lack of communication, empathy and their customer service obviously nonexistent is appalling.
I am utterly, utterly disappointed…

I was completely disappointed with my recent online food shopping on Ocado.
They sent me wrong items, very questionable food and the worst part of it all is - EXPIRED FOOD!!!!!
Quality control does not exist.
When I emailed them, their advised was book delivery first and add items afterwards! What a stupid suggestions!!!! How does booking delivery and adding items makes a difference. Nonetheless, would that avoid sending EXPIRED FOOD??? I don’t think so….
The whole experienced was so bad but what’s even worst was when they offer me a compensation of £5
What an insult!!!! So they up that to £15 - so this amount is to compensate for the wrong items, moulded mushrooms, rotten avocados and EXPIRED FOOD.
An absolute JOKE…..

We booked our holiday with Hays Travel to travel to Reykjavik in November.
One of our excursion had to be cancelled (Blue Lagoon) due to seismic activities.

I forward the email I received from the tour operator to Hays travel.
On their automated response, you are not meant to contact them for 28days as this is apparently the period that they will look into it.

Received an email 28 days later from Hays Travel advising me that they are still awaiting response from the tour operator.

It’s been 2 months and we are still waiting for our refund. This is absolutely not acceptable. Surely, it shouldn’t take this long.

We would not book with Hays Travel again if this is how they deal with refunds. Understandably it’s out of their control however, they could have dealt with this much quicker.