Shriya

Poor installation experience and disappointing customer service

I recently had a TV service installed, and unfortunately the experience was extremely disappointing.

During the first installation visit, the installers started drilling into my wall without first confirming the position with me. I only realised what was happening when I heard the drilling. I immediately asked them to position the TV lower, but my instructions were not followed, and the TV was installed much higher than I had requested.

I also agreed when one of the installers asked whether I wanted my Fire Stick removed. After they left, I discovered that the TV had been installed at an unsuitable height and my Fire Stick was missing.

I contacted Customer Services immediately and raised both issues. A second person eventually attended and corrected the TV placement, which I appreciated. However, I am still left with unnecessary holes and damage to my wall that could have been avoided if the original installers had properly confirmed the placement and followed my instructions.

What has been even more frustrating is the way my complaint has been handled. Despite contacting Customer Services repeatedly, I have received very little meaningful assistance and have effectively been told to chase the installation person myself. I do not believe this is an acceptable way for a company to handle damage caused during an installation arranged through its own service.

I have formally requested that the company:

* Repair the damage to my wall at no cost to me.
* Investigate why drilling was carried out without confirming the placement.
* Investigate why my instructions about the TV height were ignored.
* Investigate what happened to my Fire Stick.
* Review how my previous complaints were handled.
* Provide appropriate compensation for the inconvenience, damage and significant amount of time I have spent chasing this matter.

I have kept records of my communications with Customer Services and have given the company the opportunity to investigate and resolve the complaint properly.

Overall, this has been a very frustrating experience. The original installation could have been handled correctly from the beginning, and the subsequent customer service has only added to the frustration. I hope the company takes responsibility and resolves this matter properly rather than continuing to pass the responsibility elsewhere.
Very disappointing experience and not the level of service I expected.

Very disappointing customer service and delivery experience.

I placed my order on **23 July 2026**. One item was automatically removed at checkout, even though it was back in stock. I contacted Customer Services immediately, while my order had not yet been dispatched, and asked them to add the item. They were unhelpful and did nothing, leaving me with the unnecessary cost of placing a second order and paying additional delivery charges.

Things got worse when my original order (worth almost **£100**) was marked as delivered to the **wrong postcode**. I contacted Customer Services immediately, explained the situation and asked if they could help recover the parcel. Instead, I was passed between agents and repeatedly told that the parcel had been delivered, with no meaningful investigation or solution.

It is now **12 August**, and my money has been held for around three weeks with no proper resolution or useful update.

I have raised this as a formal complaint and given the company 8 weeks to resolve it. Very poor communication, ownership and customer service. I expected much better.

I received identical product (shower oil) weirdly one is less in quantity to other and top dispensing part is missing. I wrote them letter no response so far. This feel scammy.

(They fail to highlight the 15 discount code being valid and only reimbursed the return fee which I should not be charged in first place - since their was glitch on NC tech side which they can't even amend within 2 minutes of order placed. The reimbursed of scammed delivery charge was only done after this post and formal complaint)

missed out on my previous 20% discount because customer service couldn’t help me with a simple size exchange. When I tried to use the 15% discount this time, the payment was processed immediately before I could apply it (in shop app). I emailed the CS team with in less than 5minutes to cancel or amend this but not only they can undo it.

To make matters worse, I’ve now been charged £5 and an additional £3 for returns. The lack of communication between customer service and the warehouse has left my issue unresolved — and I don’t think I should be held responsible for these extra delivery charges.

Please take customer feedback seriously and make this process easier. Experiences like this cause unnecessary hassle and reflect poorly on the brand. I will rethink 100 times before purchasing from here, its sad the product is decent but it a scammy vibe to taking people cash

This was my first order with the company. After placing the order, I received a notification stating that the parcel was refused by the receiver and returned to the sender. When I contacted customer service, I received an impersonal automated response with no apology—just a gift card refund minus the postage cost.

I followed up to ask why the parcel was returned instead of being held at the post office for collection. There was no prior warning or notification about this process before I made the purchase. Their response insisted I pay an additional postage fee if I wanted the product I had already paid for to be resent.

At this point, I stated that I preferred either a full refund or to receive the product without additional hassle. However, they introduced a new restriction, saying they could only issue the refund as a gift card. This was incredibly frustrating, as I had no intention of shopping with them again after such a negative experience. There was no prior mention of these limitations.

The agent showed no empathy, repeatedly pushing a payment link for the additional shipping fee. The final response was dismissive: “We are happy to send you a payment link to cover the new shipping cost. Otherwise, this will be our final correspondence on the matter, and we won’t be responding to any further messages regarding this case.”

Essentially, Agent Maria’s message boiled down to telling me to get lost.

I placed an order with Debenhams on 16th April 2025 (Order Number: DUX040079682) and, unfortunately, I have yet to receive my parcel. Despite making multiple attempts to contact the customer service team, I have not received any meaningful updates or resolution.

The lack of communication is incredibly frustrating and not what I expected from a brand like Debenhams. Customers should not have to chase for basic information regarding their orders, let alone repeatedly request assistance without any response.

I kindly ask Debenhams to investigate this issue urgently and either ensure the immediate delivery of my order or process a full refund. A more reliable customer service process and communication system would go a long way in restoring trust.

I hope this review prompts action and helps other customers have a better experience.

I am writing to formally express my dissatisfaction with the repeated issues I have experienced regarding refunds and customer service.

This is not the first time I have faced problems with refunds. On a previous occasion, I was only issued a refund after contacting an agent. This time, I received a parcel that had been taped up and appeared to have been cut open prior to delivery. Resolving this matter required multiple contacts with customer service before I was finally provided with a return label and offered a 20% discount.

After returning the item, I have not received any updates or confirmation regarding the return. When I reached out to your agents, one demanded multiple pieces of evidence proving that I had sent the package back. After I went through the trouble of obtaining this evidence, another agent informed me it was not required. This inconsistency has caused significant frustration and inconvenience.

Adding to the hassle, I received one call during working hours from an unidentified number. As someone who struggles with call anxiety, this was particularly distressing since no prior notification was given about the call. The agent left a voicemail stating the issue had been resolved, but this was incorrect. The 20% discount was offered due to the damaged package I received, not as a resolution for the lack of updates, refund delays, or poor service.

The discrepancies in the feedback from your customer service team, combined with the overall lack of communication and professionalism, have left me deeply dissatisfied. I would appreciate an immediate resolution to this matter and a clear explanation for the repeated issues.

Thank you for your attention to this complaint. I look forward to hearing from you soon.

I purchased a product and attempted to return it within 2-3 days, even though the item was unopened. However, the seller refused outright. After contacting OnBuy, they instructed me to return the product at my own expense, which I did.

Life got busy, and I only later realized the refund was never processed. Now, I find myself in this situation:

I paid for the product and returned it.
I paid for the return postage.
I have no product and incurred extra costs for the return.
When I contacted the seller, they simply sent a copy-paste response identical to their initial reply. I reached out to OnBuy’s customer service team, who asked me to provide proof of return. I promptly sent them the invoice.

Despite providing postage tracking details through Evri and a delivery confirmation picture of the package at the address, they responded that without the manual paper slip, they couldn’t help and suggested contacting the post office. Now, I am left with no response from them.

I placed an order in August 2023 and ensured that the delivery date would be before my scheduled travel. Unfortunately, the items were delivered in two batches, both arriving later than the promised date. As a result, the second delivery arrived while I was away. Upon returning, I found the package left outside in the rain, with snails crawling over the wet box. One of the items, a ceramic pot, was broken. I promptly sent pictures of this to your team.

While I kept some of the items, I needed to return others due to separate issues. The return parcel weighed over 5kg, which I initially tried to return to a local store. However, they refused to accept it due to the size of the parcel. I then took it to another store within the 28-day return period.

However, the courier service, Evri, mistakenly delivered the parcel to a random house in my neighborhood. I had to retrieve it and send it back again, paying nearly £12 for the second delivery attempt. Despite my efforts, my parcel was returned to me without any explanation. I contacted your customer service team, who informed me that they couldn’t determine the reason without the Evri invoice, which I then sent. I also provided the details of my second delivery attempt.

I requested that a formal complaint be raised, and was assured it would be done. However, after multiple follow-ups and no proper resolution, I have been asked again to carry the heavy parcel back to a store. I explained that I struggle physically to carry a parcel of this weight, and yet I was continually asked to return it myself, with no consideration of my situation. Despite agreeing to accept a gift card for the return (as it was over the 28-day period), your team refused to process the return without a tracking number.

To summarize:

The order was placed in August, and it is now October 17th, with the return process still unresolved.
I followed the return process, provided all requested documentation (including the Evri invoice), yet my parcel has been returned to me.
I have spent time, effort, and money (including two delivery charges) trying to resolve this.
Your operational system has been rigid, showing no flexibility or understanding of my situation.
I expect a resolution as soon as possible, and I request that TK Maxx arranges for a free collection of the parcel from my home or provides a return label that does not require me to physically carry the heavy parcel again. Furthermore, I request compensation for the inconvenience and expenses I have incurred due to these multiple errors and poor customer service.

Please confirm the next steps in resolving this matter.

I ordered a jumper for my holiday but was delayed in delivery. I paid yodel home delivery in order to save time but later when I was back from holiday the item was marked as delivered but no where to be found.

I contacted yodel and proof of address picture was front porch of some random property. I told yodel agent that is not my property but they claim the satellite shows thats the right property.

I asked them to share the map so I can go collect the parcel which was denied. So basically I have paid £20 for my stuff to be chucked away in random property.

Vinted was contacted where they said they cannot do anything after multiple contact cause the option of "Everything is ok" was selected. Which was automatic selection by the system when I was away for holiday. Now they said they cannot do anything.

I am raising a formal complaint about my recent delivery experience. My parcel was delivered to the wrong address, and despite contacting Yodel, their agents insisted it was delivered correctly based on satellite data. However, the delivery proof clearly shows a property I do not recognize, and Yodel has refused to take responsibility for the error. Despite numerous attempts via chat, I was repeatedly told to contact the seller. After weeks of frustration, I called on September 23rd, only to be informed that the investigation period had passed, and no further help could be provided. This ongoing issue has caused significant inconvenience.

it seems like a scam group at this point where they can chuck your pakage anywhere they would like and refuse to address it

This is my second review since no improvement has been made since last review of my ongoing concerns regarding the handling of my case, which began in May and has yet to be resolved. Unfortunately, my experience has been marked by several challenges:

Communication Issues:
Despite my efforts, I have been unable to directly contact my assigned case handler using the provided extension number.
Interactions with different representatives often result in conflicting information or, in some cases, my queries being put on hold during my case handler's absence due to holidays or sick leave.

Lack of Response:
I have consistently faced difficulties in receiving timely responses to my emails, requiring me to follow up daily to elicit any form of acknowledgment.
With my mortgage offer set to expire, the urgency of my situation demands immediate attention, yet there seems to be a lack of interest in escalating my case.

Technical Issues:
Despite reporting issues with the provided extension number, there has been no resolution or willingness to address any potential technical problems. I have been directed to accept the situation without any effort to resolve the underlying issue.
Given the extended duration of my case, spanning from May to mid-November, I am growing increasingly concerned about the lack of progress and the overall handling of the situation. I believe it is in the best interest of both parties to address these issues promptly to ensure a satisfactory resolution.

I need urgent attention to this matter and would appreciate a swift resolution to the challenges outlined above.

I have posted this review few days ago however no-one has got in touch with me or tried to resolve the issue.

previous comments:

I am writing this review to express concerns about the handling of my case.

_______________________________________________
Today I am in verge of losing the property I was intending to purchase and My case handler in never there to answer my call, as result redirected to voice machine.
I do not know if my 2nd case handler is sick. away on holiday or left the job like previous case handler.
________________________________________________


Lack of Updates: I face difficulties in obtaining timely updates and must regularly follow up for information. for e.g I have submitted all document at initial phase but was never updated about missing documents or bank statements

Change in Case Handler: A recent change in my case handler might have caused noticeable delays and inconsistency. This could be because of the poor handover process. It's also hard to contact my previous case handler during work hours.

Communication Issues: The communication process involves constant chasing via emails and phone calls, which is inefficient.

Discrepancies: Multiple discrepancies in information between my agent and lawyer as well as lender/bank and lawyer as well which raise concerns. I have been in the middle receiving contrast information for each party where I have always been assured by my lawyer they have raised an issue or waiting on other parties but the other parties have never received any updates.

Proactivity: I have had to remind my law firm to update documents, lacking proactive case management. This can't deny the feeling of being a burden also the vibe you get.

I request your prompt attention to address these issues, improve communication, and ensure a smoother case handling process to avoid any legal complaint.

Also the review seem contrasting to my experience.

May be we can get more raw review on other portal like following site:

reviewcentre.com

Sincerely,
Shriya

I am a premium customer of ASOS where I got membership since it was advertised as a free Spotify membership. Later on I have send back and forth from Spotify and ASOS just to let me know that I had a to be new customer with Spotify. I just let it be and not made big issue about it even though it wasn't best outcome for me. ASOS staff themself where not sure about this regulation and navigated me towards Spotify over and over again.

Coming back to primary issue. I had multiple voucher with ASOS and as you can tell the UI of ASOS app isn't really the best when it comes to visibility of the existing voucher. This july I realised I have an existing voucher which had £19.45 but was disabled since it was expired. I tired to contact ASOS team to get help with this issue completely understanding my mistake but I was told they can't so anything about it and just like that ASOS is entitled to our hard earn money.
I am very confident this will be last time I will have member ship with ASOS. I just think it not a best customer experience that a huge company like ASOS is just waiting on chance to consume customer hard earn money.
Bare in mind I have been shopping with them and no suggestions or notification regarding voucher expiry date was provided.

I think it solely comes down to principles and value. If ASOS can provide freebies to influencer, 40% to their staff this is least they can do to their customer who are loyal to them and have been spending triple the amount they are trying to rob.
I think ASOS can do much better than a money hungry company.

I also tried making formal complaint and take legal way but I have been denied in chat since its an pathetic attempt to brush the issue under the carpet.

I encountered a technical issue while attempting to access my account through the Lloyds Bank mobile application. Since I rarely use the app, I contacted your customer service helpline for assistance. I was informed that in order to verify my identity, I needed to visit my nearest branch. Consequently, during my work lunch break, which involved a significant one-hour walk, I visited the closest branch as instructed.

To my utter disbelief and frustration, upon arriving at the bank in person, I was informed by your staff that the issue I encountered could have been easily resolved over the phone, rendering my branch visit unnecessary. This blatant miscommunication resulted in a waste of my time and energy, leaving me feeling disregarded as a customer.

Afterwards, I was able to log in successfully and conducted a trial transfer to ensure the issue was resolved. However, shortly thereafter, I was unexpectedly logged out of the application and instructed to contact one of your agents. Following an extensive hold time, I eventually managed to speak with an agent and successfully completed the security verification process. I explained to the agent how this ongoing technical issue had prevented me from accessing my funds, which I needed for emergency expenses.

Instead of receiving empathetic and efficient assistance, I was cross-questioned about the reasons for keeping funds with Lloyds Bank, despite it not being my primary bank. While I provided a valid explanation, I was put on hold once again for an extended period. Eventually, I was informed that I needed to revisit a Lloyds Bank branch to resolve the issue, despite having already done so a few days prior. This demand was not only unreasonable, but it also showed a lack of consideration for the inconvenience I had already experienced.

At this point, I want to emphasize the seriousness of the matter. My funds are essentially blocked by Lloyds Bank, and I have been forced to borrow money from friends and colleagues to meet my financial obligations. Moreover, the situation was exacerbated by the long bank holiday weekend, which left my funds inaccessible. When I expressed my frustration and explained my inability to visit the branch repeatedly, the agent abruptly hung up on me. This dismissive and disrespectful behavior is simply unacceptable.

I demand immediate action to rectify this situation. I expect a prompt resolution to the technical issues preventing me from accessing my account, as well as an assurance that such problems will not occur in the future. Furthermore, I request an investigation into the conduct of the agent who hung up on me, as this behavior is completely unprofessional and reflects poorly on Lloyds Bank's customer service standards.

If this matter is not addressed satisfactorily, I will be left with no choice but to escalate my complaint to the Financial Ombudsman Service and consider alternative banking options. I genuinely hope it does not come to that, as I believe in the potential for Lloyds Bank to resolve this issue promptly and restore my trust in the institution.

I have attached copies of relevant documents, including proof of my visit to the branch and any other correspondence related to this issue, for your reference.

I look forward to your immediate attention to this matter and a prompt

I ordered haul no 8PII-1NAS-SIHG-1 and was delivered to my old address by fault. I contacted your team and was advised to travel to the provided address, so I did travel 3hrs back and forth to collect my parcel.

Unfortunately, when I reached the location my previous landlord told me they have not received any package under my name I also checked the neighbours just in case it was delivered there by fault but the parcel was nowhere to be found.

I checked the delivered email and requested proof of delivery. Upon checking here is the picture I received where it was not delivered to a person and I have not requested to leave in any space near the property. The product was simply left under a parked car.

We all know EVRI doesn't has a good reputation for losing package. I raised my concerned to CS team since I did not receive the product I paid for and my query was straight forward dismissed. That they delivered the product under a parked car

very cheap and easy delivery

Hi team,

I am writing this email as my last resort. Since I feel helpless at this point and have been seeking help with O2 while my concerns, agenda and I have been pushed away by the support agents.

I received an O2 sim around the end of April 2022 which I never applied for so I called O2 directly to inform them that I didn't open an account with them. As a result, they sent me an envelope to return the sim card and thought this was sorted out.

A few weeks ago I saw an active account for O2 under my credit report with an amount of £8 under it which alarmed me, as a result, I called the agent of O2 and was told they will take care of it and I do not have to worry about it.

After a few days, I did not receive any update from their end but I can see the amount on the O2 account has been raised to £81. I was very stressed at this point and called an agent. After being on hold for 45 minutes and repeating myself multiple times to various agents one of the agents told me I will be contacted by the fraud team so I waited but heard nothing back.

After a few days, the thing I feared took place my credit score went down and the O2 account is still active and affecting my credit score and using my details. I called them back to chase or contact the fraud team but I was misguided by one of the agents and was transferred to a random agent while they promised he would be transferred to the fraud department. This only added up to the wait time and repeating myself multiple times. I also requested the agent to raise a complaint at this point and to send me an acknowledgement letter as proof. Again, the false promise was made and no action was taken.

At this point, I tried to contact them via chat and was connected to one agent but soon disconnected as I mentioned my issue with o2.

In conclusion, the affected credit score has affected my various important applications where O2 decides to ignore and use my credit score and information.

I would like you to consider this situation and raise a formal complaint and send me an acknowledgement letter.

Best,
Shriya

I would like to raise a complaint regarding my Booking ID.

I booked my trip for July but quickly realized it needed to be paid in advance after deducting the amount from my account.

Since I had covid I quickly cancelled the trip and was waiting for a refund but was provided just a refund of £65.89 instead of £298.32. There was no cooling-off period or no agent to speak to but was just an automated message.
I tried to content via chat and call but was directed to sell or told I do not have a booking since it's been cancelled.

At this point, we are all aware of the current economical situation and where I am struggling to pay my basic bills this refund comes as a shock for me. I am still very curious about how transparent the charges are or any action that can be taken by your management team to avoid your customer having to suffer from this anxiety and helplessness.

I look forward to hearing back from your management team. But my email was ignored too. Struggling financially, especially at this time I would expect at least acknowledgement from your team over automated digital response.

I hope you won't ignore this complaint and explain how the hotel just cost £60 for 3-4 days and the rest was non-refundable.