Richard Hearne´s profile

Reviews (25)

Yodel

Plain sailing

No issues. Good communication.

LV

£250 to move less than half a mile away from BL2 to BL2 (Harwood, Bolton)!

I paid nearly £700 in full for my car insurance policy in February. I am a first time customer of LV. I moved 0.5 miles from BL2 3NB (Harwood, Bolton) to BL2 4DX (Harwood, Bolton).

LV wanted nearly £250 to change address even though it is clearly disproportionate. I even dropped my wallet outside of my house one night and it was still there the next day. My old address is far busier and more dangerous for car accidents. LV clearly have flawed data and they don't listen to their customers.Their customer service lady called to say they are unprepared to do anything and the charge stands. I feel this is abhorrent and I don't feel like I could use LV again unless they make a major U-turn on their questionable behaviour.

Royal Mail

No sign of first class packet after nearly a week!

My Dad sent 6 screws in the post 1st class 6 days ago and they have still not arrived. You would expect them to arrive in a day or two. They only have to travel 40 miles from Lancaster to Bolton! Shouldn't be difficult Royal Mail!

Openreach

Somewhat lacking

Ordered broadband two weeks ago. I was told there was a phone line in the property which could be switched on and I was 'in luck'. I was told my business telecoms supplier they could get the net on within 7 days, then it was 13 days (yesterday). Guess what today. Still no broadband 14 days after ordering. Only now can Daisy Group Plc report it to Openreach when they promised Daisy it would be on yesterday. How difficult is it to get broadband on in the 21st century?

Amazon

Not impressed

Don't select super saver delivery. They sit on the order before sending it out. 3 days later I'm still waiting for a despatch notification yet there shows to be 7 items in stock on their web page. It seems surprising and delighting the customer doesn't exist.

ner0and Josh King found this review useful

Barclaycard

After a bumpy start, a great finish

I already had a corporate card with Barclaycard but I could only use it with one supplier. I requested a new credit card for regular purchases but heard nothing for a few weeks. I spoke to their call centre in the Phillipines chasing who were not that helpful. I wrote an email to their executive team and Rachel Bew-Hinson took over. The transformation was astonishing. She rang me back quickly, she followed up with regular emails and phone calls to ensure the account was opened swiftly. All of her promises were kept. It has really restored my confidence in Barclaycard and bravo to Rachel for offering such great service. She is a credit to the company. Many thanks!

Kudoswebdesign

Terrible. Non existent customer service.

I contacted Kudos in June 2010 with a view to creating a professional website for my new company. Their price and portfolio seemed impressive.

However when it came to building the website, I felt that corners were cut, the service was slow and customer service wasn't always great.

I became very dissatisfied when they threatened to take my website offline due to an outstanding £300 SEO balance (works I asked them not to do in advance due to a slow patch in the business). This seemed particularly draconian once you consider I had already spent well over £3000 with them. This seemed a step too far and not very helpful for a business that was growing.

My other major gripe is that due to the breakdown in relationship I could move my website to another company to provide organic search engine optimisation. Kudos Web Design insist on charging 50% of what I originally paid just to copy the website on to discs. This seems to be a very unfriendly and outdated practice.

I don't doubt Kudos Web Design's abilities but I feel their customer service and efficient delivery of orders is somewhat lacking.

They offered us abysmal service, used bullying tactics towards us in my opinion and I was happy to leave them. Not recommended.

Interparcel

No hassle

Used Interparcel a few times and no quibbles. Easy to use system and a good range of prices.

Next

Stunning service

I ordered some flowers for my Mum's birthday. Unfortunately they didn't supply what I ordered. They couldn't have been more helpful. They sent replacement flowers, they refunded the cost of my order AND they sent my Mum a gift card to apologise. They bent over backwards to ensure they put their mistake right. On top of this they promised to call me back after 2 weeks, which they duly did. Rabiya, the lady I spoke to, and her manager Palbinder were very efficient. Well done Next. A few companies could learn from you! Thank you so, so much. :-)

Primrose

Surprisingly helpful

I called and spoke with Caroline who was extremely helpful and talked me through the product options. Nothing was too much trouble and I was very pleasantly surprised.

Jetstar

Ignored by staff

When I arrived at Phu Quoc, Vietnam after travelling from Ho Chi Minh City, to my horror, I could not draw any money out of an ATM so I did't have enough money to get to my hotel, nor had I been able to get money out of an ATM in HCMC prior to my flight. I was effectively stranded in Phu Quoc through no fault of my own. I went to the Jetstar help desk thinking they may help me (ring Visa, my bank, the embassy, or at least offer cash back by charging my card). No, the lady just said she could do nothing and ignored me. She seemed to encourage everyone else at the airport to do the same. She said 'what do you want me to do about it'. This doesn't seem to match Jetstar's ten point customer guarantee which includes:

3. Our team are always here to help, 24 hours a day, 7 days a week
5. We’ll keep you updated and provide options if things don’t go to plan on the day

So, I was stranded in a foreign country 6000 miles from home, and I got no help at all from Jetstar after I have just flown with them, not even use of their phone. Not very good. I am disgusted.

Stocktrade

Very let down

I have spoken with lots of people at Stock Trade and feel that opening an account is very slow and painful. They want more paperwork than my bank did just to purchase some shares. I complained to their Director and some gripes and he effectively told me if I didn't like it, to go elsewhere. They won't help. After receiving recommendation from my uncle who is also a customer I am especially bemused.

All I wanted to do was purchase some shares. I feel that some of their processes are time consuming, lack user friendliness and just when I thought I was close to purchasing shares, decide to close the door on us.

This seems to go against what they suggest on their website: You trade how you like: over the phone or online' and 'Enjoy an easy to use, reliable and fast service'.

Foxwoodmaclean

Poor

Unfortunately I felt Foxwood Maclean did not offer me good service at all.

Daisygroupplc

Great service

Although I have experience some issues including faults and delays, I am aware we don't live in a perfect world. Overall my issues have been fixed and we have been compensated where service has fallen down. Their head of complaints, Mark C has been very accommodating, calls and emails me when he promises too and listens to what I have to say, values my feedback and has suggested some very positive changes. Customer service is a journey so it's not how you start but how you finish and I am left feeling very valued as a Daisy customer so thank you!

Richard Hearne
Director
1Gas

Leasing Options Ltd

Did what they said but some promises broken

Although my review is rated 3 stars, I must stress my overall experience was not a bad one and I would probably use them again. However, my reasons for feeling slightly let down are due to the pricing changing multiple times at quotation stage and customer service falling down once the deal was signed. Some of my requests for information and replies by phone or email were either ignored or forgotten about. There was no malice I am sure, but I was told by one gentleman staff member that their sales people earn bonus on sales, which may explain why they lose some interest in customer service once an order is in progress. This certainly tallies with my experience. Having said that the car was delivered on time and when they said it would be. Their Director was helpful once I complained and offered to compensate me for cables which I had to purchase. I think Leasing Options need to work on keeping their promises. If you say you will ring someone back or email, please do it!

Ben German found this review useful

24 October 2013

Reply from Leasing Options Ltd

Richard

Thank you for your review.

We are sorry that you are not totally satisfied with the service you have received. We can assure you that the alleged comments made are totally inconsistent with the ethos of the company and the experience the vast majority of our customers enjoy. We try extremely hard, at all stages, both before and after sale, to ensure our customers are provided with an excellent level of service. It is very important to us, that today’s customers remain with us for many, many years to come. Unfortunately we are human and despite our best efforts, very occasionally we get it wrong. Again, if this is the case, we can only apologise. However we are encouraged by your comment that despite the negatives mentioned, the overall experience was sufficiently good for you to “probably use us again”. Many thanks you for your business and we hope you enjoy your new car.

Nigel Brain
Managing Director

Bank Fashion

Very poor

Wanted to return or get a replacement coat due to poor quality merchandise. They refused to refund or replace and said I have to wait 2 weeks for someone to check it when they could see it was faulty in store. The manager in Trafford Centre was powerless to do anything. I can't believe how poor the service is and they seem to have a big disregard for the Supply of Goods and Services Act 1982. It goes something like this:

The Sale of Goods Act
Under the Sale of Goods Act 1979 goods must be as described, of satisfactory quality and fit for purpose. Fit for purpose means both their everyday purpose, and also any specific purpose that you agreed with the seller (for example, if you specifically asked for a printer that would be compatible with your computer). Goods sold must also match any sample you were shown in-store, or any description in a brochure. If you have bought a faulty product, our guide shows you what you should do.

Who is responsible
If your goods fail to meet any of the above criteria then you could have a claim under the Sale of Goods Act. If you want to make a claim under the Sale of Goods Act you have several possible ways of resolving your issue, depending on the circumstances and on what you want done. Your rights are against the retailer – the company that sold you the product – not the manufacturer, and so you must make any claim against the retailer.

Virgintrains

Poor service

I bought a ticket for a journey to Bolton From Brighton. Due to losing one of many pieces of paper (but still having proof of buying the ticket from Th Trainline I was forced to pay £99 on top of £44 I already paid to travel.

I went to the Virgin ticket desk in London Euston and spoke to a (Team Leader and refused to give his name). He refused to refund me or do anything to help. I then tried to get on the 18:40 train but was refused (even though I have two tickets. The train manager (who also wouldn't give her surname) was rude, patronising and unsympathetic in refusing to let me get on the train.

GO Ahead

Not interested in the slightest about customer service

I have made maybe 10-15 return journeys by train between February and May of 2013, spending over £1000 in rail tickets . These have tended to be at anti-social times or during the day to help keep costs down. All journeys were without incident apart from one. I either didn't notice that one out of hundreds of pieces of tickets and reservations slips I have been given (why not one for each journey?), one paper ticket was missing - the 1 of 2 or 2 of 2 part of my tickets and reservations combination. Because of this, I was forced to buy an additional £99 ticket by a manager at Brighton Train Station on top of the £44 ticket I'd already bought in March. Staff were was cold and unforgiving in my opinion. I would have stood all the way if it made any difference. The answer I got was effectively 'computer says no'.

Even though I could demonstrate via receipts and bank payments (see some attached) a ticket was already bought and by me, it didn't make the slightest bit of difference in Virgin and Southern Railways' eyes. Black is black. White is white. No copy ticket or no letter or documentation will be issued to travel on the rail network. So I had no choice but to cough up more than double what I originally paid AGAIN just to make the 5 hour journey after a long day home. They have refused to compensate me. Charming hey? What about the customer is king and going beyond the call of duty to care for customers.

The reservation had my name on it and so does the receipt from The Trainline. No one at any level in Southern or Go Ahead Group seems to care, even though they turn over many millions of pounds every year. What is £100 to them - a drop in the ocean? They want to hang on to it though at any cost. My only offence is being human and human error. People in glass houses should throw the first stone? All they care about is their profits, and on this occasion, the way I have been treated as if I am a criminal or a fraudster, is immoral in my opinion. If you overcharge a customer, you should refund them. If they have paid twice, and they can prove it, which I can, why should they pay twice for the same thing? I can't travel on the 18:20 Euston - Manchester train and also the 19:00 Euston - Manchester train at the same time! They seem to think I can.

I feel both Southern are unsympathetic and aggressive in their stance of taking money off a customers (myself) for an innocent mistake. I paid for two journeys that only one passenger could make. How is this right?

Southern Railway have a funny way of 'Making Every Journey Better' which is their mission statement.

Even Passenger Focus said this:
I have been in contact with both Southern and Virgin Trains to see if they would be willing to refund one set of the tickets that you purchased as a gesture of goodwill. I’m sorry to say that they are not willing to do so. I felt it would of shown good customer service for Southern or Virgin to consider a gesture of goodwill especially as you have made many journeys by rail previously and made an innocent mistake by misplacing one of your tickets. However, this case has mirrored some of the issues discovered in our Ticket to Ride research. This research was compiled by Passenger Focus with data captured through our rail complaints team, highlighting the problems faced by passengers where a genuine mistake has been made. This in turn has then lead to a disproportionate impact upon passengers due to the current limitations of the ticketing system. Our recommendations to improve the current practices have now been presented to the Rail Industry and we now await their response.

Southernrailway

Not interested in the slightest about customer service

I have made maybe 10-15 return journeys by train between February and May of 2013, spending over £1000 in rail tickets . These have tended to be at anti-social times or during the day to help keep costs down. All journeys were without incident apart from one. I either didn't notice that one out of hundreds of pieces of tickets and reservations slips I have been given (why not one for each journey?), one paper ticket was missing - the 1 of 2 or 2 of 2 part of my tickets and reservations combination. Because of this, I was forced to buy an additional £99 ticket by a manager at Brighton Train Station on top of the £44 ticket I'd already bought in March. Staff were was cold and unforgiving in my opinion. I would have stood all the way if it made any difference. The answer I got was effectively 'computer says no'.

Even though I could demonstrate via receipts and bank payments (see some attached) a ticket was already bought and by me, it didn't make the slightest bit of difference in Virgin and Southern Railways' eyes. Black is black. White is white. No copy ticket or no letter or documentation will be issued to travel on the rail network. So I had no choice but to cough up more than double what I originally paid AGAIN just to make the 5 hour journey after a long day home. They have refused to compensate me. Charming hey? What about the customer is king and going beyond the call of duty to care for customers.

The reservation had my name on it and so does the receipt from The Trainline. No one at any level in Southern or Go Ahead Group seems to care, even though they turn over many millions of pounds every year. What is £100 to them - a drop in the ocean? They want to hang on to it though at any cost. My only offence is being human and human error. People in glass houses should throw the first stone? All they care about is their profits, and on this occasion, the way I have been treated as if I am a criminal or a fraudster, is immoral in my opinion. If you overcharge a customer, you should refund them. If they have paid twice, and they can prove it, which I can, why should they pay twice for the same thing? I can't travel on the 18:20 Euston - Manchester train and also the 19:00 Euston - Manchester train at the same time! They seem to think I can.

I feel both Southern are unsympathetic and aggressive in their stance of taking money off a customers (myself) for an innocent mistake. I paid for two journeys that only one passenger could make. How is this right?

Southern Railway have a funny way of 'Making Every Journey Better' which is their mission statement.

Even Passenger Focus said this:
I have been in contact with both Southern and Virgin Trains to see if they would be willing to refund one set of the tickets that you purchased as a gesture of goodwill. I’m sorry to say that they are not willing to do so. I felt it would of shown good customer service for Southern or Virgin to consider a gesture of goodwill especially as you have made many journeys by rail previously and made an innocent mistake by misplacing one of your tickets. However, this case has mirrored some of the issues discovered in our Ticket to Ride research. This research was compiled by Passenger Focus with data captured through our rail complaints team, highlighting the problems faced by passengers where a genuine mistake has been made. This in turn has then lead to a disproportionate impact upon passengers due to the current limitations of the ticketing system. Our recommendations to improve the current practices have now been presented to the Rail Industry and we now await their response.

Ross H found this review useful

Ryanair

Terrible. Non existant customer service.

Trying to change the name on two flights costs £110 each way (and that's to do it yourself online). It's pure profiteering and immoral. Then their website wouldn't allow us to do it due to a fault (I presume) so had to ring up their premium rate number and got hung up on multiple times by people in Hungary after being in a queue more than 10 minutes each time. Then they wanted £160 each way to do it over the phone because their WEBSITE DIDN'T WORK. Emails to their CEO and head of customer service have been ignored for more than a month! Terrible doesn't start to cover it. I will never ever use Ryanair again if I have anything to do with future holiday plans, no matter how cheap they are. It's false economy.

ALVIN FABIANA found this review useful

Trustpilot

Efficient and friendly staff

[name] and [name] at Trust Pilot have been extremely courteous, helpful and efficient. Promises are kept and every query has been dealt with. Very happy to be a Trustpilot customer.

Bertrand Carton found this review useful

alldayPA

Invaluable & Extremely Reliable Service

I worked at alldayPA between 2002 and 2004. Since then it's gone full circle, I have my own business, and I'm now an alldayPA customer!

We have been using alldayPA lots over the last few months and they have taken hundreds of calls and messages for us. This means we never lose calls and we have a backup when we can't answer the phone. They even let us know when someone misdialled or they hung up and give us the number so we can call them back.

Having been a previous employee I know just how hard the job they do can be and how well they deliver. On top of this Sue, their Customer Service Manager has been superb. She has happily sorted out any queries very quickly. 5* stars given with pleasure!

Santander

Truly abysmal service

In short, Santander service me for personal and business banking. Whilst they are not malicious their service is pretty damn sloppy a lot of the time especially at lower ranks of staff level. I have experienced issue after issue but nothing improves. The latest issue involved locking me out of internet banking for two weeks due to a week internet signal in Greece and then suggesting I cant remember my login details I've used hundreds of times. Their staff just hang up on people when it gets hot in the kitchen and their head of UK banking said when I challenged their current 1.9 out of 10 customer reviews: 'I am aware of the various polls, surveys and social media references to Santander and many show that we are making significant progress in our customer service'. I'd hate to see when they were making poor progress! Not only dismissing poor service, I was also informed 'if you remain unhappy with our response here, I would suggest that you make alternative banking arrangements for your business.'

Very charming! I would be attempted to avoid.

Francis Samuelson, Jonand Sherry Blackburn found this review useful

ExpressWatches.co.uk

Friendly hassle-free service

My Mum found the website and the service was greay from Express Watches. My phone call queries were promptly answered and professionally. I was called to check what size strap was required and the watch came next day. Faultless. Thank you for your help.

Regus

Wary To Use Again

To help grow our company, a year ago I started exploring the idea of renting a serviced office in Brighton. Having previously worked for Cable & Wireless, and one of my former colleagues having looked after Regus, they were already well known to me.

I met with their incredibly helpful and courteous staff and decided to hire a serviced office. We were paying a lot of money for a small space however, the service initially was worth it. For 8 months I remained very happy.

However their service went downhill very quickly after nine months. The first incident involved doubling our bill overnight without telling us in advance. Then it took 20 days to explain why the bill was much higher than normal. It appears they forgot to bill us over £2000 and then suddenly wanted payment for it, but didn't bother to tell us before adding it on our bill. This was the tip of the iceberg it seems. To a small business like us this is inexcusable.

During the whole process of discussing their billing and customer service errors, we were ignored, harassed by credit control, sent threatening emails demanding money even though we were disputing their mistakes, money was taken by Direct Debit when they said they would't, money was taken from our company debit card without authorisation, they stored our card details without our permission, we were threatened with service termination on two occasions, and we were hung up on by their Customer Service Director Suzanne Jackson. Not an impressive sequence of events!

Our experience is that when Regus are good, they are brilliant, but when they are bad you know about it. I feel they don't make all charges clear and customer service is patchy. They could have dealt with our problems much more quickly and sincerely. They did make efforts to put things right by crediting some of the charges, but some of their 'bullying' tactics towards us, feeling left in the dark about what was going on at times, and the time it took to resolve things, left us feeling that our relationship crumbled to a state where it was professionally unrepairable. Personally, I would be very wary about using Regus again.

Michalis Yerakakisand Kimberly found this review useful

25 June 2013

Reply from Regus

Dear Richard, thank you for taking the time to provide us with your feedback. We are sorry to hear of the problems you experienced. Naturally as a business we are disappointed and shall ensure that valuable lessons are learnt, and every effort is made to review our people, processes and systems moving forward. Kind Regards Regus Customer Services.

Richard Hearne´s profile

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Richard Hearne
Reviewer
Male, 1982
Bolton, United Kingdom

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