United Kingdom
Review of Harvey Nichols
Harvey Nichols is in administration but 4 days beforehand, accepted my online order regardless. I returned some items but have not received a refund. All my emails have been ignored by HN and the administrator. After decades of brilliant retail experiences, I will never shop here again. They are totally lacking integrity. Taking consumers money to make up for useless management should be illegal.
Review of Robert Dyas
One item delayed and then x3 days later declared out of stock. The second item a no-show - lost in transit? No response re the missing item. Don't ever shop online with these guys. Their system isn't fit for purpose. Don't know why they asked me for a review!
Reply from Robert Dyas
Good morning Lisa,
Thank you for your review and I am sorry to hear this.
After taking a look into your case, I can confirm that a full refund for this order has already been processed and you should have received a confirmation email for the transaction.
I am sorry we were unable to fulfill this, however if you need anything further, please let us know.
Jack - Robert Dyas Customer Relations
Review of Fasthosts Internet
Excellent help with successful outcome. Sidnne was charming and knowledgeable.
Reply from Fasthosts Internet
Dear Lisa,
We appreciate you sharing your experience! We're happy to learn that the support from Sidnne was helpful and led to a successful outcome. Thank you for your feedback.
Regards, Markus
Fasthosts Internet
Review of Coccinelle
The summary of Coccinelle on Trustpilot sums my feelings up perfectly: "Some consumers express frustration with unexpected charges, such as import taxes, not clearly disclosed during the purchase. These issues contribute to a perception of dishonesty and a lack of care for customers." No indication of any import taxes (apparently I'm supposed to research this before buying). Just received an invoice from Fedex 21 days after delivery. Extraordinarily poor customer service.
Review of Fasthosts Internet
Helpful and patient customer service with a successful outcome.
Reply from Fasthosts Internet
Dear Lisa,
We're delighted to hear that you received helpful and patient customer service from our team, which ultimately resulted in a successful outcome. We're thrilled that we were able to meet your expectations and provide you with the support you needed.
We appreciate your kind words about our customer service, and we're grateful for customers like you who take the time to share their positive feedback. We'll continue to work hard to ensure that our service meets and exceeds your expectations.
Thank you again for your kind words, and we're glad that we could help you achieve a successful outcome. If you have any other questions or need further assistance in the future, please don't hesitate to reach out to us.
Best regards,
Eleanor
Review of SumUp
They have currently spent x4 days 'on-boarding' an existing long-term bank account so we can accept 'tap and pay' donations but will not provide a phone number and not respond to my (many and pleading) emails. My charity now will miss a fundraising event and it could cost us dearly. Wish I'd read the terrible reviews before trying to sign up with them. Avoid like the plague.
Reply from SumUp
Dear Lisa,
Thank you for taking the time to leave this review.
As a regulated entity, we adhere to rules and regulations as set out by the financial regulator. Therefore, we are obliged to verify that you are the individual associated with your SumUp profile.
Once a profile has been registered, there will be a pre-verification process in place. Our Onboarding Team has reached out to you via email on November 6, 2024, requesting further business information to fully onboard your profile.
We thank you for providing us with these documents, and we are pleased to confirm that your account has been successfully activated.
We hope this information will be helpful, and should you have any further questions or require additional assistance, please do not hesitate to contact our Support Team.
Kind regards,
Your SumUp Team
Review of GalaBid
Setting up an online auction is straightforward and the live chat is extremely useful and responsive to any questions. The auction ran smoothly and without any technical problems. A very good result.
Reply from GalaBid
Hi Lisa,
Thank you for this review. It's great to hear you found our team helpful and our software easy to use.
Kind Regards, Dee Brannick
Review of Everyman Media Group Plc
Always receive an efficient and warm welcome at Salisbury. It's an excellent experience - great service and staff and, of course, super-comfortable seats with brilliant film choices. Have enjoyed every visit so far.
Review of Neptune
Neptune is still using the hashtag 'sustainable' in your Instagram posts despite sourcing wood from NORTH AMERICA and then shipping it to CHINA where you make the kitchens and furniture. This is NOT SUSTAINABLE. It's cheap and means you can undercut the competition. Planting a few trees with stump-up does not begin to cover the carbon disaster you are creating. STOP claiming to be sustainable. It's not true. Focus on the truths and positives of your brand - sustainability is NOT one of them. If you want to be sustainable, make it happen, but don't make false claims. You changed (backdated) your post claiming #britishfurnituremaking after my last review, but haven't acknowledged your mistake.
Corporate sustainable pretence is called Greenwashing.
Reply from Neptune
Hi Lisa, thank you for your feedback again. If anybody reading your post has any concerns regarding our sustainability, sustainability aspirations, sourcing, shipping or would like further information on our fantastic collaboration with Stump Up For Trees, please do not hesitate to contact me directly at scott.young@neptune.com. Warmest regards, Scott Young - Head of Customer Experience.
Review of Neptune
Made in China but posting with the hashtag 'britishfurnituremaking' - only a tiny percentage of their furniture is made in the UK. NEPTUNE - IS THAT CORRECT? It's extremely misleading. Their kitchens and furniture are made in China. I have asked them where they source their wood from, but they have ignored me - hence I am writing here. They recently sent me an email about how much they love trees (this is what tipped me into speaking out), but won't say where these trees are from. Is this why their products are such good value - cheap manufacturing at the expense of the planet? Everyone has the right to choose from where they buy their goods, but manufacturers and retailers should be clear. Neptune have a huge social media following and with that comes a responsibility for honest communication. Quotes by John Sims-Hilditch such as 'Oak has along history in British furniture-making' are misleading if their oak or manufacturing are not British. Only the small percentage of bespoke pieces are made in Britain. I was tempted by their lovely kitchens until I asked the showroom manager where they are made. I hope, Neptune, that you can prove me wrong, or that you will now think about being clearer with your wording or, best of all, MAKE YOUR KITCHENS AND FURNITURE IN THE UK. It will be more expensive, but what price the planet??
DEAR NEPTUNE
Can you please respond on this platform so that everyone can see? Many thanks
Reply from Neptune
Good afternoon Lisa,
Thanks for reaching out on Trust Pilot.
On review, I can see that you have commented on a number of our social media posts. I believe we have previously directed you to the Sustainability page on our website where your questions regarding timber sourcing and our manufacturing are answered. In addition, our Sustainability Statement also talks about our commitments as a business to adapt, improve and remain accountable for the products we create.
To directly address your questions;
The Instagram post you have commented on extracts a quote taken from an article written for our Stories catalogue entitled 'Wood matters'. I have included the link for you and other readers here https://www.neptune.com/blogs/stories/wood-matters. The extract is a celebration of oak as a material for its durability, tactility and beauty and recognition of its use in British furniture making. I'm sorry that you feel the Instagram post was misleading.
To recapture what our Sustainability page details, Neptune has a state-of-the-art production facility in Qingdao, Northern China as well as a facility here in Swindon, UK where we customise and make bespoke furniture. We don't simply outsource our production to a third party, we own and run production ourselves here in the UK and abroad. China has a long history of fine craftsmanship in working with hardwood and our colleagues in Qingdao continue delivering this craftsmanship creating the simply beautiful products we have available in both our freestanding and fitted furniture options today. We hope that any customer that chooses to purchase items from Neptune loves the craftsmanship and products as much as we do and we absolutely respect that our product may not be everyone's choice.
Regarding our environmental footprint, we are aware of the implications of shipping from abroad and it's something that we're working on. In the meantime, we are doing everything we can to reduce our environmental impact in every possible way including energy efficient heat pumps in Qingdao and harnessing solar energy here for our HQ in the UK. In addition, we are also looking at other sustainability options captured below.
Our timber is sourced from certified suppliers based in the Appalachian Mountains, where trees have been planted at a faster rate than they are felled for over 50 years. In fact, the current replacement rate is 2.5 times. To further support this replenishment, we have recently partnered up with Stump Up For Trees to support their goal of planting 1 million trees in the Brecon Beacons, here in the UK. Neptune have committed to planting a tree through Stump Up For Trees for every tree used to make our furniture this coming year and additionally, our Neptune customers have the option to add a donation when placing an order too, which Neptune will match. More information can be found at https://stumpupfortrees.org/
We are making a commitment to adapt, improve and remain accountable for the products we create. This journey is a continuous effort and sustainability will continue to be a pillar of the Neptune brand and one of the foundations we base our decisions upon. We know that increased transparency and open dialogue with our community will give us the opportunity to move forward towards that positive future.
Should anyone wish to reach out to me directly, please do so at scott.young@neptune.com
Many thanks,
Scott Young
Customer Experience Lead
Review of Wessex Water
I'm only writing this as Wessex Water have requested me to...
There was a burst pipe some way from us - we were unaffected. The Wessex Water employee who put out the ‘Road Closed’ signs, was to quote him ‘in too much of a hurry’ and so didn’t drive to the end of the lane to place the signs, but positioned them by our track and driveway. This mean that cars drove all the way to us and then had to turn round, causing considerable damage to our lawned bank and verge, which had been perfect and undamaged for the past 12 years. He should come and repair the verge himself - it will require soil and turf and considerable manual labour. To add insult to, arguably, criminal (negligent) damage, the signs have been dumped at the top of our drive. Apparently they might be collected in about 10 days. Very, very bad experience.
UPDATE: Very helpful Wessex Water employee arrived yesterday to collect the signs and apologise for the damage. Good, civil, communication helps every situation. Thank you.
Reply from Wessex Water
Thanks for taking the time to leave us a review, Lisa. Please accept my apologies regarding the damage that was caused as a consequence of the poorly positioned signage. I’m glad you had a pleasant experience with our inspector, who attended following your email to us. After speaking with the area manager, he's agreed for re-attendance as soon as possible to assess the damage, and make it right by you. Any further queries, please let me know - we're available on 0345 600 4 600 (24/7 for emergencies) or on live chat M-F from 8am – 5:45pm. Will
Review of Ariaparis
My experience is the same as all the others (apart from the curious one-off 5 star review). Antoine is a fraudster. Aria Paris is a scam. All my many messages for returns ignored. Avoid.
Review of Laresar
Contacted the '24 hour a day' service 24 hours ago and no response whatsoever. Hopeless.
UPDATE: Finally received a helpful response, which actually went above and beyond the necessary.
Review of Pharmacy2U Ltd
Lost in transit (never arrived, which meant I ran out of necessary daily medication) and now stuck in my account. No obvious way to contact customer service to rectify this. Bit of a nightmare if you're relying on this service...
Reply from Pharmacy2U Ltd
Good Morning Lisa Dennis,
Thank you for your review. I am sorry to hear you have not received your order. I would like to have made contact by telephone, however, there are no telephone contact details registered on your account.
The reference number provided relates to an order that was dispatched to you 7 weeks ago.
You had made contact with us after this parcel was dispatched about a different order, you did not advise that you had not received the order with this reference.
We strive to answer all of our calls/live chats and respond to all emails within a 24 hr. timescale. In line with our customer demand, we are constantly reviewing and increasing our resources to ensure that our service is maintained.
We are looking at internal IT improvements so we can make processes more automatic and free up our team to speak to our customers.
I will send you an email.
Please accept our apology for any inconvenience caused.
Kind regards,
Chris
Review of Lavenderworld
Horrendous experience. Ordered 6 weeks ago; spent £230; fobbed off over and over since then. No sign of any plants. NEVER EVER give this company your money. Contrary to the response below, I was not and have not been informed of a delivery date - last week they stated that I should have received it by now. Still no delivery date...
Reply from Lavenderworld
Good Afternoon Lisa,
Thank you for kindly updating your review.
When you purchased your lavender plants, these were purchased under our 'pre-order' section.
The product page clearly stated that delivery would be in April.
I would like to apologise if you were informed that your order should have been with you by now, this is clearly an oversight on our part and we will of course take this up directly with our customer service team.
In the meantime, we have also popped over a delivery date to you via e-mail.
Kindest Regards,
LavenderWorld
-----------------------------------------------------------------------------------------------------
Good Afternoon Lisa,
Thank you for your review.
As mentioned in our earlier e-mails, your order was placed as an April pre-order.
Our April pre-orders are being dispatched from this week onwards and should be with you well within the timeframe given at the point of purchase.
You requested an exact date for delivery, as advised, I'm currently waiting for our packaging department to confirm what date your particular pre-order will be sent.
Once again, I'm very sorry to hear that you're unhappy with the experience you have had with your pre-ordered plants.
Kindest Regards,
LavenderWorld
Review of Hotel du Vin
Recently had a very comfortable stat at Hotel du Vin Exeter. I did the classic 'leave my laptop charger' trick in the room and was going to be stumped with out it. Miraculously, housekeeping found it, handed it to reception and they posted it back to my home with next day delivery. Super service!
Review of Wincanton
What a horrible experience. Two failed deliveries to my elderly mother. Rebecca at Wincanton was the least helpful person I have ever spoken to and refused to even let me know when she would call me back, let alone when they would attempt the third delivery. I am in India, which makes me feel even more helpless. I really can't stress how awful this experience is. Avoid them at all costs - especially Rebecca. It's extremely upsetting.
Hi Harvey,
I see your response below. I gave telephone AND email instructions for the first delivery. the second delivery failure is unforgivable. And it's not underground! You are very much at fault here and are not offering any sort of solution so far. It takes about 5 minutes to call and rent a transit van but Wincanton are not able or willing to do this. My elderly mother has driven down especially to receive the furniture and is there until Saturday - why can't you rectify this mess and arrange for a van by then?
Reply from Wincanton
Thank you for your feedback, and I'm sorry we've not yet been able to make delivery. The original failure was because we had not been advised of the need for a small vehicle to access your property, and yesterday's failure was because our small vehicle was not small enough for the underground access. Our Customer Support Centre needs to discuss the requirement for a non-standard vehicle with the planning team and would be unable to offer dates until this has taken place. I have escalated this with our planning team so that we can get this re-scheduled as soon as possible.
Kind regards, Harvey
Thank you. The instructions provided did not reach us from M&S. My mistake with "underground" - the photo taken by our delivery team misled me into thinking the archway led underground. I can see that the planning team has confirmed availability of a small van and someone from our Customer Support Centre should be in touch shortly.
Kind regards, Harvey
Review of UPS UK
Delivery was delayed several times and then finally I received the message: 'Parcel left by garage' but I don't have one...
No photograph
No parcel
Reply from UPS UK
Hello Lisa, we are really sorry to hear that you were not able to locate your package and we'd like to address your concern. Please let us help by contacting us via a Private or Direct Message on one of our social channels: Facebook @UPS.UK or Twitter @UPS_UK. Be sure to include your tracking number. Our team will get back to you shortly. - Silvia
Review of Currys
The most terrible retail (online) experience I have EVER had. They still owe me refunds from over a month ago - no sign of my money (over £800). I have been lied to, misled, ignored and had the phone put down on me at least twice. I have spent literally hours on the phone. I am astounded by their staggeringly terrible service. This company is a disgrace.
Reply from Currys
Hi Lisa, we'll look into these outstanding refunds for yourself. Please email letusknow@teamknowhow.com (subject title CUR69885) with the purchaser's name, billing address and postcode, make and model of item, any reference numbers you have and other relevant details including a copy of your review? - Dan
Review of electriQ
Original review: Ordered x2 undercounted fridges, which were delivered very efficiently. Unfortunately one of the fridges has a dent in the front panel and they are both very wobbly.
Despite the response below, they have NOT contacted me at all. The statement that I have been emailed is NOT TRUE.
Reply from electriQ
Hello Lisa,
Thank you for your review.
I am truly sorry for the overall experience you have had with us and with the damage to your Fridge.
I have passed on your comments to the relevant department, so this can be investigated and dealt with internally regarding the concerns raised in your review.
I have investigated this further and can see we have sent you a separate email. Would you mind replying via email so your case manager can pick this up?
I am genuinely sorry for any inconvenience caused, but if you do have any further queries, please let us know.
Kind Regards
Alice
Morning Lisa,
Thank you for your review.
I am sorry that your Fridges arrived damaged.
Your comments have been passed on to the relevant department, so this can be investigated and dealt with internally regarding the concerns raised in your review.
I have resent you the separate email so you can reply to our offer.
Please ensure you've checked your spam/junk emails.
If you have any further queries, don't hesitate to contact our customer service team on 0330 041 2271.
Kind Regards
Alice