Sarah Burnett´s profile

Reviews (3)

Hastings Direct

One star is too generous.

Having ordered online through 'go compare' Hastings direct emailed me policy confirmation and told me that a link to my documents would be emailed shortly. The following day the £291 was deducted from my bank account but no documents had been emailed. I was beginning to wonder if something fraudulent was going on so 3 days later I called them and after being cut off once after holding for 20 minutes then trying again and holding for 25 minutes, both times at 5p per minute plus the cost of my own time - they said my policy did not exist and even though I had paid them they could not activate a policy over the phone without me paying for another one then later getting a refund on the first one. Erm... I don't think so Hastings Direct. Apparently someone from accounts is going to call me in the morning... and it may take up to 5 days to process a refund during which time I cannot purchase insurance elsewhere as my account does not have enough in it until they refund me... we'll see... the only saving grace was the very pleasant lady at the end of the phone who's hands were tied by an obviously failing admin system, she did as much as she could and totally understood the issue. Hastings Direct are a total let down, I almost drove uninsured due to trusting their confirmation email and had I not chased it and had an accident, I could have ended up in a whole load of legal trouble, I could even have lost my licence or ended up in prison. Very serious and totally unacceptable to say the least. You cannot just take peoples money, tell them they are insured then not deliver the service, especially with something as essential as car insurance.
My final gripe is that I posted a comment (polite but firm stating the issue) onto their facebook page and it was deleted, so I posted another, it was deleted within seconds. I waited a bit and posted a third and that was deleted too.

I called the FSA this morning (0845 606 1234) as the promised phone call had not materialised, they logged the details and gave me a direct number (landline) straight through to someone who could help. The person I spoke to was excellent and very polite & efficient and issue was fixed within an hour. I am, however, leaving my rating as it is as this should not have happened in the first place and has cost me a huge amount of time and caused unnecessary stress.

Toni Theophanousand Michelle Noble found this review useful

incredible service

On Saturday my dishwasher caught fire, I ordered a new one at 17:10 and paid the £9.99 for next day delivery. By 08:15 on Sunday morning my new dishwasher had arrived, the delivery men were superb - friendly & efficient . Firstly I did not expect anyone to deliver on a Sunday, secondly I expected to be let down as per my last experience with a different retailer. So, a massive thank you for your fantastic service and super prices!

Oh and also, I had a text confirmation of the order, a text confirming it had been dispatched, a phone call in the morning (very early!) to confirm the delivery was on its way and an approximate time-slot then another call from the courier with an exact delivery time half an hour before it arrived. Amazing.


Disgusting lack of service, totally unreliable - situation now resolved & review updated

I have given 1 star as it's unreasonable and rude not to answer the customer helpline and the messages on the helpline are nothing short of stress inducing and irritating. Not to deliver goods when promised and when selected delivery day has been paid for and time off work has been taken is disrespectful of people's time and livelihood.
I ordered a bed and a mattress and chose the delivery date. The bed arrived but not the mattress. I had taken a day off work and I waited in all day. I tried calling Worldstores but the message said "call back later", I kept trying to no avail so I called the courier who told me my mattress was in Halifax... not in Cornwall as it had been sent to the wrong depot. They promised it would be delivered the next day, so I took another day off work (UNPAID) and PAID for someone to cover for me AGAIN. Nothing arrived, I called Worldstores who were "not available due to unforeseen circumstances". I called the courier who told me to call Worldstores and complain but as I cannot get hold of them this is impossible.
I am disgusted by the lack of service and will NEVER order anything from them again - a shame as I have a 5 bed house to furnish.
After posting this review I received an apologetic email from Morris at Worldstores. He promised to call at 9:30 the following morning and was true to his word. He then guaranteed that he would chase the order and ensure it was delivered the following day which it was. This week I received a phone call from Prachi at Worldstores who promised a 10% discount on my order and a refund of my delivery charge. Both members of staff were very polite and helpful as well as exceedingly apologetic, I cannot fault their attempts to resolve the issue. Despite my financial losses through losing work pay, I am reasonably happy with the end result. It is such a shame that there was no communication regarding the delayed delivery and that they were unobtainable by telephone in the first place plus the fact that the only way to contact them was through a negative (yet very honest) review.

Alan Williams found this review useful

12 December 2012

Reply from

Dear Sarah Burnett

Thank you for your feedback, I am truly sorry as the mattress did not arrive on the date specified.

Please allow me to investigate this with the relevant people and I will be contacting you shortly to resolve this matter for you.

Once again I do apologize for any inconvenience caused.

Kind Regards

Sarah Burnett´s profile

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Sarah Burnett
United Kingdom