alex s

My expectations were low but Ryanair have moved the bar to new depths. They oversold the flight so even with a selected seat and speedy boarding and all the other things you have to pay for, I didn't get on because I was one of the last to check in to the flight. If they could charge you for oxygen they would. Never ever again

I placed an order with Doughnut Time on 3rd September, expecting next-day delivery as promised on their website. Instead, my doughnuts didn’t arrive until Monday the 8th, five days late. By then they were completely inedible and rock hard, so I had to throw them away.

I contacted Doughnut Time via email and their online contact form, but I’ve received no response at all. The lack of communication and customer service has been really disappointing, especially given their premium pricing.

I won’t be ordering from them again and would not recommend them based on my experince.

Package just left at a shop in town. They didn't even try to deliver or call.

I've been a platinum American Express client in the UK for over 10 years which has been one of the best financial products I've ever used.

I recently moved to Italy and took out an Italian platinum card. I have never experienced such terrible customer service in all my life. The process was difficult from start to finish and using the card has been both frustrating and embarrassing.

Transactions have been repeatedly declined. I spoke with a customer services representative who explained that I have to make "some payments" before I can spend freely. However, you can't make ad-hoc payments to clear the balance like you can with Amex UK (you can't even pay the balance with a debit card). You have to wait until they call for the payment from your bank which happens 4 days after the billing cycle AND it then takes a further 5 working days to clear. They say this is normal which it may have been in 1960 but this is 2023.

A condition of my join up offer is that I have to spend 5000 EUR in the first 3 months to receive bonus points - it's proving VERY hard to do that when I can't even complete a 100 EUR transaction. I've lost out on so many points because of this and they just don't care.

For me, the whole point of using Amex is that it's stress free, has no limits and I earn points. This card has failed all of those requirements.

The customer service staff frequently talk over the top of you and offer no direct solutions to issues. The really don't want to help - they even refused to tell me what the complaints process is or tell me who to contact.

They cannot use my UK account for reference as they say they are not part of Amex, just an administrator. That's news to me as everything looks and feels like Amex - at no point does anyone say this is not Amex. Still, to anyone at American Express who may be read this, I strongly suggest you reconsider the partners you choose in Italy.

I live in Italy and bought a realplate react via Amazon Italy. I had some issues with customs who were asking for import taxes. I really wanted the rocker plate but just couldn't afford to pay any more after already playing for delivery. I spoke with Steve at TurboRocks and he was super helpful. He really went out of his way to help me and organised a reimbursement of the fees. A massive thank you to Steve! The rocker plate itself has transformed my indoor training. It's really well built (and it was well packaged). It takes a little getting used to but having done a few rides now I can say it's worth every penny. It helps so much with the bum pain and really enhances the experience. I had waited a long time to buy this wondering if it was worth the cost and my advice to anyone else doing the same is do not hesitate - you will not regret it

I placed an order on 30/11/2021 which said I would receive my purchase

"by Thursday, December 7th.
Products in the cart are all immediately available!"

On the 08/12/2021 I received an email saying my order was delayed and would be delivered by the 09/12/2021. It wasn't.

Looking at the online tracking, the parcels were handed to the delivery company on the 09/12/2021 at 18:00 so it would be impossible for them to be delivered the same day.

I later received an email on 14/12/2021 saying it would be delivered that day. It wasn't.

The communications are wrong and set unrealistic expectations.

I actually placed a second order on 09/12/2021 which is supposed to be delivered by 16/12/2021 but today (15/12/2021) it still doesn't have any tracking information so I expect this will be delayed too.

Not good enough when you consider I've placed 2 other orders with their competitors at the same time which have all been successfully delivered.

**** edit ****
Finally delivered first order on 15/12/2021

As requested - Order refs CH9946635 & UV6535694

**** edit 2 18/12/2021 ****
Second order still not delivered.

No contact from customer services team as indicated in their response.

**** edit 3 22/12/2021 ****
Second order delivered on 21/12/2021 5 days late.

Still no contact from customer services - not even an apology for the delay.

Awful company. Impossible to speak to anyone.

Bought tickets to Cirque du Soleil in 2019 which was rescheduled due to COVID. Initially they said no refunds were available. Eventually their website allowed us to request a refund which we did on the 15/09/2021. The confirmation email said to wait 60 days. After 60 days no sign of a refund and no way to speak to anyone about it. The phone lines just ring out then cut you off.

**** UPDATE ****

MISLEADING - ACTUALLY RUN BY PARCEL2GO

I hadn't previously considered this level of incompetency possible however, here I am; Pointlessly screaming in to the quagmire of vitriol that is Trustpilot.

Tracey from the "DPD Executive Desk" contacted me to tell me that dpdlocal.co.uk and dpdlocal-online.co.uk are 2 different companies and that as my terms and conditions of my shipment are under the latter, DPD can't help and I have to liaise with Parcel 2 Go instead.

She helpfully pointed out that the Terms and Conditions are available on the website and that they "clearly state" the service is operated by Parcel2Go. You'd think that would make it all ok wouldn't you? Unfortunately, I found little solace in this advice.

The misleading thing is that the two websites in question have IDENTICAL branding - slogans, images, colours and layout and almost identical names. The "Quote and Book" form on dpdlocal.co.uk sends you directly to dpdlocal-online.co.uk. This is hugely misleading and feels somewhat underhand.

The day after my initial contact from the Executive Team a representative of Parcel2Go contacted me and advised that they were having difficulty contacting the courier with whom they had passed my parcels to in Italy. In the following 3 weeks I repeatedly asked for updates/ further assistance but I didn't get anything more helpful than automated replies and further confirmation of their inability to locate my parcels.

In the end I had to speak with multiple people at DHL (the company Parcel2Go had passed my parcel to). After MANY long and difficult phone calls, I managed to get my parcel located and processed. It was finally delivered on the 30th August (no thanks to DPD or Parcel2Go) - 3 weeks after the estimated delivery date; 4 weeks after the start of this awful process.

As to the condition of my parcels when they finally arrived, it would seem that they have either been used in self defence or as blast test reinforcement. Perhaps this is my fault for not putting "fragile" stickers on them or perhaps it's a lack of care for the items with which the courier has been entrusted... I'll leave you to decide.

The day after my packages were delivered I received an email from Parcel2Go saying that the courier needed a photo of my ID documents?! I asked them if they knew exactly where my parcel was located - unsurprisingly... no response.

I reported this to citizens advice because of the misleading/confusing relationship between these 2 websites/companies. They agreed with me and they have raised a case with Trading Standards. I strongly advise anyone else suffering with these 2 companies to do the same. ​

At least the world has Amazon to show them how it's done.

---- Original review below ----
I sent an item to Italy packed into 4 parcels with a total value of £300.

The courier in Italy with whom DPD have partnered (DHL) thinks that each parcel is worth £300 and expects me to pay 100 EUR tax for each parcel. DHL are trying to contact DPD but have received no response.

I contacted DPD who have referred the issue to their "exports team" who have not contacted me in 5 days.

My item has been stuck in Italian customs for over a week now and there is a 5 EUR storage fee for each parcel per day - that's 20 EUR per day and DPD say they are not responsible for the charges and that it's my issue to resolve.

Ordered on the 3rd December and it still hasn't arrived (21st December).

Tracking info just says "the parcel has been received at the depot". Delivery company won't speak to me as I'm not the sender. Contacted customer services who just said there's nothing they can do as it's with the courier - wouldn't even try and speak to the courier for me to find out if there was a problem with the consignment. If it's just delayed, when can I expect to receive it?

Doesn't look like my wife will be getting her Christmas present at this rate. Another 2020 experience.

Ordered a PlayStation 5 on pre-order. Website had loads of errors and clearly couldn't handle the high demand. Eventually managed to place an order paying with PayPal. Confirmation email received from Unieuro and PayPal.

The day before it was supposed to be delivered they called to tell me there was a problem with the payment because of a technical issue. They said I would receive an email with instructions on how to pay. Why did they wait until the day before to address the problem?! Why couldn't I just make the payment with the person who had called me?

The email took hours to arrive and didn't even contain an apology - if fact, it suggested that the problem was somehow my fault. It even included a sentence telling me not to call their phone line with questions because there were too many people calling about the issue - perhaps if they provided better guidance about the issue then people wouldn't need to call!

The instructions in the email were inaccurate. The steps said to click to a link and use the order number as "reason for payment". The link to PayPal didn't pass the amount (I had to enter it myself) and there was no "reason for payment" field but only a "message" field - are they the same thing?

The email contained no information about what to expect after making payment. How long will it take to process the payment? When will I receive delivery? Will there be any compensation for their mistake?

After making payment again I have yet to receive any confirmation from Unieuro.

It's a perfect example of how not to manage a problem. They barely admitted their mistake, took no responsibility and thier communication was slow/unclear.

I don't think anyone at Unieuro cares - you can see they don't even reply to these reviews. To them it's just a problem that they can't be bothered to fix properly - an inconvenience (of their own making) which they choose to ignore.

Save your money and use Amazon.

We paid £3000 for a villa for 1 week with a pool. On the first morning we awoke to find the pool was half empty after a problem with the pumps. These things happen. We get that. However, we booked a place with a pool and the engineer said it wouldn't be fixed for a 3 days. Not the relaxing experience we were looking for. We'd rather just have our money back and go find a hotel than stay in the villa with work men for 3/7 days. The villa management company refused to let us leave saying we'd still be charged the full amount even if we left.

So we called bookimg.com customer services who were painfully unhelpful. They spoke to the management company and told us someone from the management company would contact us (they just passed the buck). The local representative for the company at the villa however would not let us speak with their management and when we called their head offices they refused to speak with us directly and hung up on us. Going back to booking.com was more of the same - nobody wanted to take responsibility, fix the issues or help us.

I thought that using Booking.com would provide a level of confidence and a guarantee that a reputable company would be there to support and help if we had any issues. It turns out they're not on the customer's side at all - they're there to help the management company not you. They have no authority or power over the accomodation provider at all.

Eventually after a lot of difficult and frustrating conversations the management company agreed to refund us one third of the daily rate for each affect day; not exactly what we wanted but better than nothing. Most definitely not the relaxing holiday we had been looking forward to.

The money has to be processed via booking.com. The process for this refund is complex and confusing for everyone involved. The villa management company are given card details to send the refund to but that card is not the customer's card - it's a booking.com account. The money goes to booking.com and should then be passed back to the customer. Except, barely anyone at booking.com understands the process and they don't tell the letting company that they do this either. So when we later spoke directly with the management company they were adamant they had processed the refund yet we hadn't received anything. It's infuriatingly difficult to speak with anyone at booking.com let alone someone who understands their refund process.

After going through the process to speak with someone at booking.com on multiple occasions, we still have no refund. We are now 3 months after the date of the booking.

Now the confirmation number and PIN for our booking have expired and you literally can't call them anymore because their awful telephone system won't let you past the front door without an active set set these numbers.

Using their customer service message process just doesn't work. Nobody replies and nobody cares.

I'll never use booking.com again.

Had to request a replacement head torch under warranty. The process was quick and easy. Received a replacement within a week.

I realise that the manufacturer is at fault for some of the issues I've experienced and I'd be happy to speak with them directly to rectify the situation however, that is not possible. They won't speak to customers directly and so the only communication channel available is through the retailer - Land Of Beds.

Firstly - the delays. I ordered a Hypnos bed on 18th December 2019 and paid just shy of £8800. I was given an estimated delivery time of 6 weeks (which allowed for the Christmas period). After 6 weeks it was not ready so I contacted them and was told there would be a delay due to lack of materials. Eventually the bed arrived in store but it wasn’t built correctly so it had to go back (Credit where credit is due, Land of Beds did spot this before delivering it to me but then that’s their job, isn’t it?). On the 5th March 2020 (11 weeks after I placed the order) I contacted Land of Beds once again. I had to explicitly ask them to seek some sort of compensation from Hypnos. They offered me 2 pillows even though my order already included 2 pillows. Eventually, Hypnos agreed to refund £100 and promised the bed would be delivered the following week – it didn’t. It eventually arrived 2 weeks later.

So, on the 20th March 2020, my bed finally arrived. It was then handed over to a courier to deliver to my house in Italy on the 23rd March. But… Coronavirus … and so, no deliveries to Italy until what turned out to be 18th June – 6 months to the day after I placed the order. Obviously, I realise that Land of Beds are not at fault for COVID19 but if it had been delivered in anywhere near the timescales that were initially quoted this would not have been an issue at all.

The mattress, headboard and base are fine but there is a problem with the mattress topper – one side is overstuffed (it’s rock hard) which gives you the sensation that you’re sleeping on a slope towards the centre of the bed.

I contacted Land Of Beds on the 19th June and sent them photos of the issue. Once again, the response has been – we have passed the info to Hypnos. I followed up with Land Of Beds on the 30th June and was told someone would be in touch. I sent a follow up email asking for an update on the 14th July and still no response so… here I am writing a review - I honestly don’t think this is a great way to deal with things but I’ve exhausted the usual lines of communication. Now I’m just frustrated and disappointed.

**** update ****
Since writing this review I have been contacted by Land Of Beds and have been given positive and welcome update on the status of my issue. I'll leave this review as is and update the score once the issue is resolved. Thank you to Vicky and Emma.

**** Update 2 ****
A replacement topper was delivered to Land of Beds on 5th August. I arranged delivery and received it today, 1st September - the delay here was due to my vacation and then organising a courier. The topper really makes a big difference to the bed. I'm very happy with the replacement and the service since my last update. Thank you very much

I needed a few items delivering from the UK to my house in Italy. The company were initially helpful. The cost quoted wads just under £900 on a shared delivery. I paid in full as soon as I received the invoice.

My goods arrived at their warehouse and were waiting to be scheduled for delivery. After a week or so COVID-19 happened and the borders were closed leaving my goods stuck in their warehouse.

I appreciate these events are outside of their control but they are also outside of mine.

I incurred additional storage charges of over £300 - more than a third of the original quote. They showed no willingness to compromise on the fees and I had no choice but to pay up. Given the extraordinary circumstances I would expect a little more leniency and understanding. I also expected the communication from the payments department to be a little more empathetic.

Eventually the actual delivery was good and the delivery staff did a great job.

*** UPDATE ***

I have recently been contacted by a member of Matthew James' customer care department by the name of Nicola. She was far more empathetic and actually took the time to discuss the matter with me. She was genuinely unhappy that this matter hadn't been brought to her attention earlier as she felt it could and should have been resolved straight away. She agreed with my presentation of the facts above and we agreed that given the extenuating circumstances of COVID it was fair and reasonable that we share the cost of the additional charges equally.

Many thanks Nicola.

Communication is awful. Delivery is slow. They delivered the wrong item twice - still waiting 1 month after I paid. Once they have your money they don't care.

Communication is awful. Delivery is slow. They delivered the wrong item twice - still waiting 1 month after I paid. Once they have your money they don't care.

scortese, tardiva e scarsa qualità

Ordered some custom cut Venetian blinds with next day delivery which were great and arrived on time. For some reason next day delivery was not available for the roller blind I also wanted, 10 days later i've still not received anything - not even a delivery date.

Ordered a dressing table online. After a month of waiting i called to find out why it had not been delivered. I was told that they were out of stock and the item had been discontinued. There was little apology and no effort to make up for the total lack of communication other than a refund. Expected better and very inconvenient.