Clare Casey

I’ve always been happy with Avis and have used them a lot in Ireland but this time they were booked through third party and it was not good. Before collecting the car I asked if we could push back the collection time but we were told this wasn’t possible. On collection we were offered an upgrade for extra money, which we didn’t want as we had a voucher for the car booked. The extra insurance for roadside cover cost about $70 for the week. The agent tried to sell us a tolls pass too but we weren’t passing through any that I knew and when I asked he said my card would just be charged if we went through any so it wasn’t necessary. On collection I had to sign a document that said return with same amount of petrol but our holiday provider had bought a package that agreed we got a full tank of petrol. When we requested correct paperwork we were told there’s only one type of paperwork that couldn’t be amended so we had to sign to say we’d return it full on the promise from Avis that the code would show we didn't need to return it full.

We noticed scratches on the back of the car after we left but Avis didn’t seem bothered either on collection or drop off. Also we were told we’d have a full tank but it wasn’t a full tank, though we only realised this after we refilled it and saw the white lines should have gone all the way to the top of the indicator.

Finally, on collection he told us not to trust the speedometer which seemed strange. However we soon realised that it showed a slower speed than the one on Google maps (we videoed this). This was slightly concerning as there were lots of different speed limits and as the driver I was looking more at the speedometer (which underestimated) than the one on Google maps (partly because the Google maps kept losing connection). I’m hoping there’s no speeding tickets!

So, this time our Avis car hire wasn’t good at all, it was pretty stressful, but all ones previously have been pretty good.

The holiday was great but the after returning service is very poor. We’ve emailed multiple times because my daughters suitcase came back broken and fit only for the bin. We contacted them within 24 hours of returning (as soon as I became aware) and have chased but they’re not responding. Disappointing as we’re using them again in October but we won’t book with them again after that. Like to use a professional company with good customer care and that’s not Jet2.

Update: After this review, Oh Polly have responded to accept the exchange and issued a giftcard as a goodwill gesture so customer service definitely improved. Just a shame the chatbot was so unhelpful and frustrating.

So disappointed in the customer service this morning and been told have to wait 48 hours for someone to contact us about our query. We’re returning an item that was too big but it came with the label off and the string totally frayed as if it had been like it a while. The dress cost £63 and all I can get is a chatbot that is just winding me up even more. Am hoping they can inspect the dress and see it’s not worn but it’s been so stressful. We’ve done a lot of shopping with Oh Polly (two daughters!) and these issues this morning have been a big let down. They should check the items more thoroughly before they send them out to ensure labels are intact rather than expect customers to pay the price of their mistake. We’ve tried to return it and selected an exchange for a smaller size but as yet haven’t had a qr code sent to us. Stressful and hopeless.

Just fantastic customer service, no call wait times and so helpful and efficient. Really helped after we used wrong qr code to deposit a parcel. Highly recommend.

Disastrous. Pre-booked train was cancelled on Saturday night, I contacted trainline for a refund but instead they accidentally cancelled the return portion of my ticket which I was due to use this coming Friday. I’ve had WhatsApp’s to try and resolve it and I’ve also phoned and asked for it to be escalated. This saga began yesterday and this evening I’ve still not had any call from a supervisor or Manager to book me a replacement ticket home for Friday. In desperation I’ve just booked and paid for a new ticket on Friday so I’m out of pocket - the cheapest ticket on the train I had initially booked was now first class and over £10 more than the one Trainline cancelled in error. A total mess up, stressful to try and sort out and no help or apology provided.

Cowboys! Sent me a faulty microwave, I contacted them, returned it exactly as agreed. They refunded postage but not the microwave and now sent me an email saying I violated the returns policy (!) and that in this instance they won’t close my account!! Umm yes but what about my microwave refund!? A real headache. Don’t buy anything worth any amount of money from Amazon!!

Stayed earlier in April at Premier Inn near Lakeside. Immediate impressions were very run down and worn out carpet. Upon entering the room we were knocked out by the stench of stale cigarettes. We immediately phoned to complain and were redirected to reception. They said they didn’t think they had any other rooms but said they would give us free car parking on departure. It wasn’t ideal but we had been through to guest services and the hotel. We were uncomfortable and as well as the smell we also found the bed / sheets made us very itchy. On checkout we waited 15 minutes to find somebody to confirm the free car parking. They weren’t sure, but told us to just drive out as the barrier was up. A few days later I phoned premier inn to follow up on our dissatisfaction with the smoke smelling room. I spoke to someone for almost 15 minutes who put me on hold and told me the hotel said they did offer to move rooms. In reality however they told us they didn’t think they had any other rooms! We left it that the lady would listen to the phonecall and call me back with 48 hours. However no call came so I called again on 16 April. I had the same conversation with a man who at first told me I didn’t get a call back because they didn’t have a call recording. Then he put me on hold and contacted the hotel again and was told again they had offered to move rooms. I said this is exactly the same conversation I’d had on 8 April, I asked to log a complaint about the smoke smelling room and also asked to log one about not being phoned back as promised in my call of 8 April. He said there’s only an internal complaints process so no facility to log complaints. He then said it was internal and would be closed. I then googled premier inn complaints and saw they do have a complaints process so I asked him to add to my complaint that he told me there wasn’t a complaints process. He said they couldn’t help with a refund as per their good night sleep promise, despite us having reported the problem upon arrival and speaking to guest services. What more could we be expected to do? I’ve been told that because the hotel said they offered us a room change we’re not eligible for a refund. But we’ve been told they don’t have a recording of the conversation so they’ve chosen to believe the hotel rather than the customer. I then got an email saying the call recording wasn’t available externally and it didn’t even mention the issue we had with no phone call back. Very unhappy with this service. After many stays at Premier Inn we won’t be staying again, terrible after sales services.

This is in relation to airport parking. Used this company for years and years but they’ve been in decline. A few weeks ago I tried to cancel a booking 3 days out because my terminally ill Father had taken a turn for the worse and I had to fly sooner. They refused both a refund or a credit note that I could use for a new car park booking. I booked an uber instead which was actually cheaper than what they wanted for a new booking!

**UPDATE** On the advice of the holiday extras employee below I went through the complaints process but all I got was a brief email response rather than a proper complaint investigation. Again I was just told that as I cancelled 3-4 days out rather than more than 4 days, that’s the terms and conditions of the ‘flexible’ booking. No allowance made for the fact my Father was terminally ill and that was the reason for the change. Won’t use holiday extras again.

Showed no indication that they’d read any evidence submitted. Didn’t communicate at all and took ages. Felt biased towards the garage. Waste of time.

AMEX disputes are hopeless. We booked a boat trip that advertised…

🍕 Part 3: Pizza & Drinks Onboard

Enjoy freshly made pizza with 2 drinks per person (beer, wine, cava, soft drinks, or water). This is the perfect moment to recharge, enjoy the scenery, and socialize—or simply relax with your private group.

However when we got on the boat there was no cava and no white wine. There was literally just two small glasses of red wine then they ran out. The company later said that they had run out due to other people drinking but this simply wasn’t true as there were only 7 of us on the trip (2 of which were children) and there was no cava or white wine and very little red wine available from the outset. However AMEX disputes believed them.

The excursion company then said they had only agreed to provide drinks and not alcoholic drinks. Again AMEX believed them despite the above being the narrative for what we booked…!

I won’t use the excursion company again, but am also disappointed in AMEX, having been a customer for a very long time! The online chat isn’t much better!

We booked a boat trip that advertised…

🍕 Part 3: Pizza & Drinks Onboard

Enjoy freshly made pizza with 2 drinks per person (beer, wine, cava, soft drinks, or water). This is the perfect moment to recharge, enjoy the scenery, and socialize—or simply relax with your private group.

However when we got on the boat there was no cava and no white wine. There was literally just two small glasses of red wine then they ran out. The company later said that they had run out due to other people drinking but this simply wasn’t true as there were only 7 of us on the trip (2 of which were children) and there was no cava or white wine and very little red wine available from the outset. The company then said they had only agreed to provide drinks and not alcoholic drinks. This was also despite me specifically confirming it in WhatsApp’s prior to the trip.

So, though the chap who picked us up was lovely and the guys driving the boat were nice, don’t rely on there being any alcohol or rely on Tenerife excursions providing any refund when there isn’t! When I raised a dispute Tenerife Fun Excursions actually told my credit card company that they only advertise drinks, so do not specify alcoholic ones!

We won’t use this company again, feel ripped off.

My battery went flat last week and the AA advised that it had the wrong battery fitted for the last 4.5 years! I had an online chat with Halfords who said someone would be in touch. I got an email Monday from someone telling me to bring it back to the store but I replied to say it’s not moving! I’ve chased twice explaining I have no car. No answer!!

Product was broken so spray didn’t work (£19 dry shampoo). Customer service poor - they can seem to open a video I sent of the spray not working (even though I can see it) so I have to either return it to a shop (none nearby) or they suggested I return it by post. Very frustrating and time consuming they can’t just see the video. Won’t use them again.

Impossible to get any support from customer services. Tried the messenger facility who I had a painfully repetitive chat with and they were meant to transfer me to a person. Waited several hours then got transferred back to Erin the chatbot who started the same circle with me again! Then told me to try again later!? What and waste another few hours of my life? Disappointed in Aer Lingus - they are meant to be a quality airline but I’ve had far better service from Ryanair who are also far cheaper.

Frustrating experience trying to book. They email 10% off code but it doesn’t work, they offer UNiDAYS 10% discount but that doesn’t work. They have a crazy log in that means you can’t use TopCashback even though they advertise 10% cashback on it. Tried any which way but none of the promised 10% discounts are forthcoming. Tried online chat but they just want to book it for me! I give up, will try trip adviser!

This review is in relation to buying electrical appliances from John Lewis. At point of sale they offer a warranty / extended warranty but I bought a Bosch washing machine from John Lewis just 15 months ago and it has been broken since 20 October. The latest repair date from Bosch is 18 November. Bosch told me today there is no timeframe in which they have to repair appliances, there’s no compensation for consequential losses such as launderette costs and they're not regulated. I reached out to John Lewis on 26 October for help. They gave me a reference number but I’ve heard nothing since. I’m my experience these warranties are not fit for purpose and John Lewis offer no support.

Update after response from John Lewis, please note John Lewis that Bosch said both the power/inverter module and the sump hose need to be replaced. This is very soon after purchase for them to have broken. Would you be able to replace the machine under the circumstances? Bosch have twice sent the same engineer - the first time he said nothing was wrong despite us having a video of the error codes and issue, then another engineer came a week later and identified the faults. Bosch said they wouldn’t send the first engineer back but yesterday they scheduled the visit with him and he marked the job as completed but didn’t even come to the property. Now Bosch say next available is 18 November and that they can’t do any sooner. I do feel these warranties should be fit for purpose or at least John Lewis should be the broker for the warranties because the administration is awful.

Waited a week for a visit and all he did was start a wash, tell us to phone him if problem persisted at drain / spin stage. We had shown him a video of problem showing washing machine with error code, beeping and full of water. He told us he had 9 calls to make and only 30
mins per call. We phoned him as advised once wash didn’t complete but he didn’t answer, then switched his phone off, then we got an email stating no fault could be found. Will not buy Bosch again if this is their level of customer service. Machine is only 15 months old.

***Update: Almost 3 weeks after booking a repair, we are still without a washing machine. Bosch sent somebody on 30 October who identified the fault and ordered two parts and said the machine would be fixed on 6 November. Following me writing the first review above, Bosch told me they would not again send us the engineer they sent on 25 October. However, on 6 November we got a call from that engineer and when I asked was he the same engineer who came on 25 October, he cut me off and promptly updated the tracking to say the job had been completed. He didn’t even come to the house! I have contacted Bosch and they accept that they made a mistake sending the same engineer back to us but, despite their error, they can’t send anyone now until 18 November. They take no accountability at all for their error. The adviser put me through to a senior person at Bosch who told me that they are not regulated, that they have no complaints procedure other than talking to a senior person such as him, he said that I will get nothing for the launderette costs incurred, that I am not covered for any consequential losses and that their terms state they can take as long as they want to fix appliances. He told me they won’t send the same engineer who has twice let us down but we were told that previously so have lost all faith in Bosch. I was also told appointments are allocated on a first come first served basis with NO additional allocation for these scenarios, hence a further 12 day wait. I explained my Mother lives with me and that she has a brain tumour and stage 4 kidney disease but none of it mattered. To say Bosch are not customer service orientated is the understatement of the century! I am going to speak to John Lewis as they offer these warranties on Bosch electrical purchases and they are simply not fit for purpose.

I contacted Viator about 30 mins into a 13 hour tour because the guide told us the tour was in Spanish not English. I checked our tickets from Viator and they clearly stated it was an English tour. I whatsapped Viator and they didn’t want to help at all! At first they asked did I coordinate the issue with the local operator, I explained I was on the bus with the Spanish tour guide. They then asked how I’d like to proceed. I said I’d like them to contact the tour operator and ask that she translate (she was bilingual). Others on the bus were also unhappy. However Viator then replied to say ‘Please be advised that we are only a tour broker and not the one who operates the tour’ I replied to say I booked it as advertised on their site and said that even as tour broker you have a responsibility to advertise tours correctly at point of sale. However they never replied and still haven’t. They have however emailed me asking to review their tours - we booked 4 with them on this holiday and have used them for previous holidays. We won’t be using by then again because as soon as we had a problem then didn’t want to know!

It should be no stars! My landline hasn’t worked for over a month now. I’ve been told it was external and would take 48 hours to fix but never heard another word! Then I phoned again and was told it was internal so I bought new phones. Still didn’t work, called again and was told again it was internal so sent two engineers who said nope it’s external and that it would be fixed within 72 hours. Then heard nothing further and spoke again today to be told it’s internal and they are sending two Sky engineers again! Every time I speak to a Bulgarian office and have to hold the line for about 30 or more minutes. I’ve explained my parents are both ill, I’m paying for a landline I can’t use and for international calls I can’t use. I’ve had to add international minutes to my mobile phone for the second month now at a cost of £30 and Sky really couldn’t care less. The said open reach reject the requests to fix the external fault but surely someone at Sky can take ownership and fix this issue! Not surprised Sky prices have increased so much if this is how they work! It’s been time consuming and labour intensive but got me precisely nowhere! Another one for the ombudsman!!

Communication would be nice! They’ve had a cyber attacks but I’m waiting to collect an item and it’s two days late and I’ve had the email saying it’s ready to collect but twice been into the store and told it’s in the shop but the click and collect system is broken so they can’t give it to me. It would be useful if M&S updated customers so they didn’t waste time (and parking fees!) trying to collect an item they can’t give me.