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Nationwide UK: atrocious customer service with a scowl

We needed a 7-seater for a family trip, so ended up at Nationwide. Wish I hadn't. We paid extra money for delivery of the vehicle to our house. Less than an hour before the due time, I got a call saying they couldn't find a suitable car. For some reason they thought I wanted an automatic (I didn't). They found a car but it turned up 2 hours late causing us quite some inconvenience. When it arrived the idiots went to the wrong address and put the keys through the letterbox of an unoccupied house for sale a few doors down. Luckily the keys got stuck in the letterbox and were retrieved (great, but not very secure). I emailed the hire company to let them know what was happening but they ignored it.

Collection after the weekend wasn't any better. They didn't turn up. I had to go out of my way the next day to get the keys to them. I phoned to complain. They told me to write. I wrote. They ignored it. One month later I wrote again. This time they told me they wouldn't compensate me - not even pay back the fee for delivery. Pathetic.

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Julian Gold
Cambridge, United Kingdom