MSR´s profile

Reviews (3)

Ocado

First class service

I have been using Ocado for the last few years, usually on a weekly basis, and have very little cause for complaint. I have had hardly any late deliveries,and when they are running late I get a phone call to let me know. The drivers are polite and helpful, as have been customer services on the rare occasions when I have needed to talk with them. There was only one occasion when the delivery was very late and I had to go out, however I left customer services access details so that the driver could let himself in. When I got home, all the shopping had been put away in the fridge, freezer and cupboards. On top of that, I got a ten pound voucher off my next shop.

By far the best online supermarket- and Waitrose quality as well!!

Wiggle.co.uk

Excellent

I've ordered from Wiggle many times and on each occasion have been highly impressed. Very quick delivery-often the next day, a huge range of products to choose from, and competitive pricing. If you're a cyclist I really can't recommend them highy enough.

And you usually get a little bag of sweets as well!

FirstUtility

Uncontactable customer services.

After a number of mistakes with my direct debit, I cancelled it and instead opted to pay by internet banking. However, I did not receive a bill for December 2011, as a result of which I received a final demand letter a short while later. I have been trying to contact customer services to sort this out, however it seems to be impossible to get through on the telephone. Eventually I was given the recorded option to "Press 1 and leave your contact details"- so I pressed 1 and all that happened was that the phone rang and rang, without an answer.

I then emailed the company explaining the problem and offering to pay by instalments- the result? An automated reply, telling me that their email system is being upgraded and therefore I will not receive any response. I was then re-directed to the number I had been trying to phone all morning.

If you cannot get through by email or telephone, what is the point of having a customer service department at all?

05 April 2012

Reply from First Utility

Dear MSR,

I’m sorry you did not have a positive experience with First Utility. I want to let you and other Trust Pilot users know we’re listening to your feedback and doing what it takes to improve our customer experience.

To cut call waiting times, we’ve brought in more staff at our UK call centre and improved our training so you have an even better chance of getting everything sorted out in just the one call. We’ve also put systems in place to make it easier for you to get in touch with us in any way you like, whether it’s live chat on our website, Twitter or email.

We’re taking many more steps to improve our overall service which you can read about at http://www.first-utility.com/blog/4/improving-customer-service. You can also contact me at talktosteve@first-utility.com to find out more about our current and future plans for improvement.

Kind regards,

Steve McNeill
Head of Customer Service, First Utility

MSR´s profile

profile image of MSR
MSR
Reviewer
Male, 1962
Chichester, United Kingdom

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