Dan Grainger´s profile

Reviews (13)

Panthergroup

"Logistics experts" is their slogan...turns out this isn't the case!

A simple delivery of some baby furniture from Mama's & Papa's was somehow rendered impossible by these idiots:
- A scheduled delivery for a Saturday simply failed to arrive, no calling card or phone call, nothing
- A phone call to Panther on the Monday led to a "we can't seem to find the consignment number" response, "we'll look into it"
- No return phone call, leading to another call to Panther with the same "can't find the consignment number" comment.

After a call to Mama's & Papa's, it turns out they themselves had been fobbed off by Panther with a "we've had a loading issue" cover-up. After some digging, the real reason was revealed - they had LOST the consignment. We're now having to re-start the whole process with Mama's & Papa's for a new delivery, I just hope it won't be with these clowns.

"Logistics experts"...I don't think so.

Quidco

A no-brainer, simple as that!

It's...free...money! You don't even have to go out of your way as such, all you need to do is ensure that whenever you make any of your usual purchases online (car insurance, home insurance, telco services, retail purchases, etc), go through Quidco when available.

Every now and again you'll find a transaction doesn't track...and on these occasions it's usually not Quidco's fault, it's down to poor implementation of the tracking on the part of the seller (or them trying to weasle out of it with some hidden fine print!). Should this happen, Quidco will usually get it sorted for you.

Highly recommended...get yourself signed up (http://bit.ly/1dSPSwH) if you haven't already, it truly is a no-brainer!

16 January 2014

Reply from Quidco

Hi Dan,

Thanks for such a lovely 5 star review :) we're very pleased to hear that you're enjoying your Quidco experience and that you're finding us simple to use.

We agree with you, when it's cashback for purchases you would already be making - why not make them through Quidco and earn that little bit extra?!

Emily

TopCashBack

A no-brainer, simple as that!

I've had my account for roughly 6 years and over that time I've accumulated the better part of £2,000 in cashback...and this hasn't been a case of me going out of my way to do so, all I've done is ensured that whenever I make any of my usual purchases online (car insurance, home insurance, telco services, retail purchases, etc) I go through TCB when available.

Every now and again you'll find a transaction doesn't track...and on these occasions it's usually not TCB's fault, it's down to poor implementation of the tracking on the part of the seller (or them trying to weasle out of it with some hidden fine print!). On the few occasions this has happened to me, TCB has been able to sort it out...the customer service is great, no need for lengthy phone calls as the online customer care system works very well.

Highly recommended...just think of it this way, it's free money back on your day-to-day spend. Get yourself signed up (http://bit.ly/19wd489) if you haven't already, it truly is a no-brainer!

17 January 2014

Reply from Topcashback

Hi there.

Thank you for a fantastic review.

I am glad to hear that we have been able to offer you the support when needed and I hope that you continue to enjoy earning with TopCasback.

If there is anything we can do to ever assist you, please do not hesitate to contact us via a support ticket or email contact@topcashback.co.uk.

Kind regards,

Samantha
TopCashback Support

DX

Most courier services are dire...these clowns take it to a new low!

We've had a significant amount of deliveries recently from various courier services, one of which was a mystery "missed delivery" card left by DX...which, other than the consignment number, contained zero information about how to contact them for re-delivery (there was space on the card for this to be written in - clearly the courier couldn't be bothered).

After finding their website (again, not specified on the card), an attempt to use the online re-booking service failed miserable as it couldn't cope with 8-digit consignment numbers. This led to a phone call to a generic 0844 number to track down the delivery and being re-routed to the East Grinstead depot. 24 hours later, another phone call to them revealed that it was the wrong depot, the parcel was in fact being held at Egham. This is basic stuff, how can they get it so wrong?

Other issues:
- Downright RUDE couriers. The guy who (eventually) delivered our package was completely short with my wife, insinuating that all of the hassle was our fault for not being in in the first place. Well, excuse us for having jobs to go to!
- Totally UNHELPFUL couriers. My wife took the delivery alone - she's heavily pregnant and our lounge is upstairs on the first floor, the courier made no offer at all to help and simply dumped our large-sized delivery at the front door with her and left.
- RIDICULOUS phone hours. My first attempt to call up and solve issues was on a Saturday, only for me to find out the phone hours are Mon-Fri 8.30 'til 5. Seriously, what kind of small-minded delivery company has such restrictive helpline hours these days?

Simply useless...whatever you do, DO NOT use DX. In my opinion there are very few courier services that do a good job - DPD is one you should try instead of these guys though.

Tennisson6565and Aanchal found this review useful

14 January 2014

Reply from DX

Hello Dan,

I am sorry to hear that you experienced issues with your delivery, we would like to look into this to make sure this does not happen again. Please can you send your tracking number and contact details to social@thedx.co.uk.

Thanks,
Katherine

SKY

Great customer service when signing up...dire once you're locked in!

The only thing stopping me giving one star is the fact that, when signing up as a new customer, things are good. The online account management is pretty decent, giving you very clear updates of your installation dates, progress, etc, while customer service staff are very knowledgeable and willing to help. This all ends when you become an existing customer though as things just become lax - and downright farcical when it comes to Sky owing you money, it's like getting blood from a stone.

I requested cancellation of my Sky services in October 2013, at which point I did a final check that Sky had adhered to all of the offers I'd been promised as a new customer a year earlier. They hadn't, I'd been short-changed by around £20 worth of TV discounts. I raised this via email as I prefer financial matters like this to be dealt with in writing rather than over the phone. Over the course of the next TWO MONTHS:
- It took me around 5 emails, 2 live chats and 2 phone calls to finally find someone with enough of a brain to deal with this very simple issue
- The email responses kept coming back with "Sky have fulfilled their offers" despite me providing evidence that this wasn't the case (including me breaking down my own bills for them!). Not a single one of the staff could calculate 6 x £16.50 and realise that this was the level of discount that should have, but hadn't been applied
- The live chats were a waste of time, ending up in me being sent round in circles as no one was competent enough to grasp the issue. At one stage I was even rerouted to the technology team for no apparent reason!

Finally I found a member of staff on the phone who could actually do simple arithmetic...unfortunately things still didn't go right as, despite a refund being applied to my account (at last), the payment still hasn't reached my bank account as promised. So, today I've AGAIN had to contact Sky to ensure this is paid back to me.

It's simply not good enough for companies like this to treat customers in such a way, especially considering how much they charge each month for their services. Matters such as the one I've highlighted aren't rocket science and should be easily easily dealt with when they arise rather than customers being led on a wild goose chase from idiot to idiot. Surely things can only get better?!

EE

Happy to say I've just escaped...they've really gone downhill since the merger!

I've been a loyal customer of Orange/ EE for around 5 years and was really happy with the network, pricing and customer service I was receiving...until the merger with EE. Since that point things have rapidly gone downhill:

The network is now dire, 3G and phonecalls dropping out all the time and incoming calls going straight to voicemail despite me having signal (according to the bars on my phone). Ironic given that EE stands for "Everything Everywhere"...they should rename it NA, "Nothing Anywhere".

Customer service...it's now abysmal, with hold times of at least 20 minutes on the occasions I've called (the latest being a 30 minute wait to speak to the cancellations team) only to speak with rude staff. As an example of the rudeness, my wife has also had the same problems as me and spoke with an agent to discuss cancellation of her contract on grounds of the network being so unreliable - the agent's response, "Listen, we can talk all day but you're not getting what you want"! A simply disgusting way to treat loyal customers (my wife's been with EE/ Orange/ T-Mobile even longer than me).

Such a pity, as there was a time when this company was great - seems not all mergers are good ones! Glad to say I've now cancelled and moved on to O2 - hopefully they'll be better.

Orange

Happy to say I've just escaped...they've really gone downhill since the merger!

I've been a loyal customer of Orange/ EE for around 5 years and was really happy with the network, pricing and customer service I was receiving...until the merger with EE. Since that point things have rapidly gone downhill:

The network is now dire, 3G and phonecalls dropping out all the time and incoming calls going straight to voicemail despite me having signal (according to the bars on my phone). Ironic given that EE stands for "Everything Everywhere"...they should rename it NA, "Nothing Anywhere".

Customer service...it's now abysmal, with hold times of at least 20 minutes on the occasions I've called (the latest being a 30 minute wait to speak to the cancellations team) only to speak with rude staff. As an example of the rudeness, my wife has also had the same problems as me and spoke with an agent to discuss cancellation of her contract on grounds of the network being so unreliable - the agent's response, "Listen, we can talk all day but you're not getting what you want"! A simply disgusting way to treat loyal customers (my wife's been with EE/ Orange/ T-Mobile even longer than me).

Such a pity, as there was a time when this company was great - seems not all mergers are good ones! Glad to say I've now cancelled and moved on to O2 - hopefully they'll be better.

Vanessa found this review useful

Virginmedia

Media service is good...shame about their customer service though!

Let's get one thing straight to start with...Virgin Media's TV/ Broadband/ etc services are generally very good and have only really given me grief on a handful of occasions. However, what isn't good is the customer service that this company provides....actually, "fails to provide" is more appropriate.

Last year a glitch of some description at Virgin Media's end led to our monthly payment failing to be taken. Given that our monthly direct debit was set up (we checked our online banking and it was clearly visible) you'd thing Virgin Media would 1) inform us and 2) apologise for the inconvenience. No such luck...we checked the following month's bill and, sure enough, they'd charged us a late payment fee! After a lengthy discussion with what came across as a poorly trained customer service agent, they eventually agreed they were in the wrong and said that the late fee would be reversed.

This was only the start of it. I know that services such as Virgin Media's are linked to your personal credit report and will flag late payments. So, during the call with the agent to reverse the fee I specifically asked whether they had already alerted the credit reporting agencies of the (incorrect) late payment....and received a firm "no". Surprise surprise, upon checking my credit report a month later, there it was, a late payment flag.

Cue another call to another incompetent agent to this time demand that they contact the three main credit reference agencies to remove this blemish from my credit report given that the fault did not lie with me. The agent said they couldn't do this and instead gave me instructions to email my request to an alternative team in the business. I did so....and two weeks later had still received nothing. I'd had enough....so again I called the customer service team. Hallelujah, this time I FINALLY spoke with someone who was willing to take responsibility and said they would personally take care of the issue - thank you Paul McDonagh!

Despite the responsibility being taken on I'm STILL waiting on this issue to be corrected, now approximately 12 months down the line!

How can it be that a company of this size is willing to provide such sheer incompetence? It took me approximately 2 months to finally find someone who knew what they were doing in the first instance and it CANNOT be acceptable in anyone's world for this to still be outstanding after 12 months in total!

In a nutshell - fine for media services, but if customer service is a top priority for you you may want to think twice.

DFS Furniture

Great service...efficient delivery

After an absolute nightmare with Next (see my review: http://www.trustpilot.com/users/2455887) DFS came to the rescue.

The in-store service was welcoming, friendly and not overly pushy (yes, there was the usual upsell-type talk, but not in your face) while our sofas arrived within the quoted lead time and on time on the specified delivery. Can't really ask for more than that, highly recommended!

Next

An absolute disgrace...never shopping with this company again, not even for a pair of socks

First off, one thing I truly hate about Next is that, when you make a purchase on their website, you seem to automatically be given a credit account with a limit on it...which then shows up on your credit report as an agreement. Why can I not just buy the stuff I want like I do on any other retail website, I don't want a credit account!

Now to the major issues...Next's home delivery service. In preparation for a house move, my wife and I made three orders on the same day in a Next store for sofas, beds, units, etc, etc. The store assistant was great to be honest, making the order process very simple - from that point on it all went wrong.

The first delivery failed to show up despite Next having notes on the system of a conversation I had to arrange the delivery. Seems the person I had spoken with simply forgot to schedule the delivery - and I'd taken a day out of work for this.
The rearranged first delivery showed up on time but had the wrong items. A two-part bed had one part from the range we ordered and the second part from a completely different range. This first delivery was finally successful on the third attempt following a complaint, with me taking further time out of work.

The second delivery was actually successful, but the third (sofas) became farcical. The sofas we ordered were subject to a short (5 week) lead time, one of the primary reasons we purchased them. At the time the shop assistant had informed we should call to arrange delivery, we were told the sofas were still not available and were simply fobbed off with "supplier issues". We were also told that a letter had been sent to us earlier - which we'd never received.

After more to'ing-and-fro'ing with Next's call centre we were eventually told the sofas wouldn't be available until December, a full TEN weeks after we placed the order. For a specified original lead time of 5 weeks this was unacceptable...so we (eventually) got Next to agree to providing us with a loan sofa. This duly arrived but was too big to get into our house - by about 1 inch. The sofa was fully assembled so removing the feet would have solved the issue but were promptly told by the delivery guys "we're not allowed to remove the feet". WHAT THE?!

Yet more phonecalls between my wife and the call centre led to another loan sofa being sent to us. This time was even better than the first:
- The local delivery guy somehow got lost (sat-nav, maps on smartphone?!) which resulted in me having to direct him while he was driving
- Upon arrival he had his two kids with him. This, according to Next, was arranged as a "two-man delivery crew"
- This led to me having to help the delivery man lug the loan sofa into the house and try to get it up the stairs....and would you believe it was AGAIN too big (even with the feet off) despite the fact we'd fully instructed Next that a SMALL sofa was required. As nice as the delivery guy was and as much effort as he put in, his efforts led to damage being made to the walls in our house.

Enough was enough so we cancelled the order and escalated our complaint as high as possible. But this was STILL not dealt with sufficiently and my wife continued to be passed from pillar to post speaking with multiple people to actually try and get anything done...most of whom seemed to spend their time having the same conversation rather than using the (now essay-sized) notes regarding all of the troubles we'd faced.

After noting Next staff's email address format we eventually had enough of all the incompetence and looked up Next's directors, trying out applying their names to the email format to get through to them. It worked...and (surprise, surprise) things were then dealt with swiftly and efficiently over the next few days to resolve the complaints and compensate us for all the associated phone call costs, emotional distress, wasted time off work, wall damage, etc.

How can a company of this stature can get things SO wrong? How can it be that to actually get anywhere with complaints resolution we ended up having to contact directors? It’s beyond me...and quite simply a disgrace.

Since this debacle we've been to DFS and bought a sofa. Swift, efficient, great communications, on-time delivery to the specified lead time...fantastic! I’d suggest you do the same if you ever consider buying a sofa from Next. As for Next...avoid, avoid, AVOID. I’m not even going there to buy socks anymore...

Esure

Good customer service...but annoyingly high fees

I'm in my 4th year with eSure and can honestly say I've not had a problem with them. Price-wise the competition just can't get close to the renewal premiums I receive year after year (though clearly I'd be switching should that ever change!).

Customer service from eSure is great too. Their call centre agents are generally friendly and helpful, always willing to complete what you request with the minimum of fuss. Addressing just the few gripes I have below would get me up to a 5 star rating:

1) eSure's systems must be from the 1980s. On the occasions I've needed to call to make changes to a policy and there's quite frequently an "IT glitch" that's going on which leads to a further phone call at a later stage. The latest was yesterday when I needed to change my address - and a glitch caused my account to freeze so nothing could be done until today (thankfully it unfroze!).

2) Cut down on the sales mumbo jumbo for customers who are simply calling to make account changes. Yes I know you want to try and cross sell me walrus insurance or some rubbish, but I just don't care. Instead of having your agents bombard me with a few minutes worth of cross-sells, why not pose a simple question to start with along the lines of "would you like to here of extras we can offer you?" - which I can promptly say no to!

3) Admin fees for policy changes are extortionate. 5 minutes or so on the phone to an agent who tweaks my address in a database + a new policy print out, an envelope and a first class stamp = £26. TWENTY-SIX POUNDS?!?! I'm in the wrong career...

Virgin Atlantic

Exceptional customer service...

I have the fortune of using Virgin Atlantic Upper Class for flights to and from LA with work...and all I can say is "wow". From check-in to arrival nothing is too much. Whether it's the desk staff, the clubhouse staff, the in-flight staff....all of them treat you like royalty.

Quite simply top class customer service...

Play.com

Poor, slow customer service...

I've been using Play for years and until now have never had a problem with the site or had a need to contact their customer services. However, recently a bug seems to have developed on the site whereby I can only complete a purchase using a single means. For example, if I pay by card OR a single Play.com voucher, the purchase goes through fine...but if I use multiple vouchers or a voucher plus card combination the purchase simply fails. This wouldn't be such a big problem if I didn't have so many vouchers to use...as a Play.com credit card holder, I get loads due to the reward scheme.

This is where the problem begins...the customer service team aren't particularly useful. They just don't seem to care that one of their customers has effectively had their account rendered unusable. I've had conversations about this problem with about 4 different people now, promised emails/ calls back which I never receive and end up chasing...and the problem still continues to this day after about 2 months, despite the customer service team supposedly escalating it. Very poor to say the least.

Might be time for me to use Amazon and change to their credit card instead....

Dan Grainger´s profile

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Dan Grainger
Reviewer
Male, 1983
Twickenham, United Kingdom

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