Which companies actually want to speak to their customers ?

[Hodgehog]

Inspired by another threat and my own experiences recently where I could not under any circumstances get through or even be allowed to speak to a human (one company after I selected the option played automated messages in regard to one particular service which directed me to their website then hung up on me).

As a result I want to make an effort to use companies that allow you to speak with a person/ don’t have you fart around for 20 minutes selecting various options and listening to recorded messages. Except I don’t know which ones they are !

Which companies have you had good experiences with that are like this or which ones should absolutely be avoided ?

I've just called Santander to query something and it was all sorted within 8 minutes, and that's including the preliminary "press 1 to..." and being on hold. Pretty impressed to be honest.

Plusnet are consistently good too and I've had to phone them within the last year to sort out my broadband.

Amazon have excellent customer service. You may have to persist a bit and ask to speak to a supervisor but I can't fault it.

Barker and Stonehouse are excellent
Amazon are always quick to rectify any problems
M&S and Next online are good
Yorkshire Building Society we’re brilliant when I had to take over my dad’s affairs when he had Alzheimer’s as were his private pension provider and DWP

NatWest were hands down the absolute head banging against a wall useless twats I’ve ever had the misfortune to deal with. I was a court appointed deputy for my dad, NatWest had ever bit of documentation regarding this BUT anytime I rang them I would be told I had to put my request in writing. Not email, but pen to paper, stick a stamp on, post it then wait at least two weeks for a reply

Can I add the white company to my good list and Anthropologie to the naughty step please? Anthropologie phone line just cuts you off

Mindful Chef good. Apparently B n Q can't answer the phone because of COVID

NFU Insurance customer service is stellar. Always has been.

Also, the Vernon Building Society, based in Stockport. Historically they've had some of the best mortgage deals around too.

First Direct

antropologie and zara are THE WORST

Zara have very bad record on goodonyou

never buying from Zara again

BT

I had some complicated transactions recently and they were so approachable and helpful. Not the experience I'd had several years ago so it was a very pleasant surprise. Additionally, there was a glitch with my landline which the customer services person I'd been dealing with took personal responsibility to sort out and she kept me in the loop at all times. Also, unasked for, they gave me a partial refund in compensation for the inconvenience. I used to dread dealing with BT so my recent experience was a welcome change. 🌹

It is frustratingly impossible too contact Sainsbury's with anything other than any order enquiry. Im not sure any humans work there!

However Direct Line, First Direct and Nest Pensions were all easy to speak to recently

Barclays Partner Finance answered my call within 3 minutes yesterday and were really helpful changing my personal details. The whole call took less than 6 minutes.

3 Mobile, never been so confused in my life by either their automated bit or the person I spoke to.

My GP, can be on hold for over 90 minutes and then get cut off. I hate them 😭

I've just dealt with BDUK Bathrooms Direct UK and someone actually picks up the phone and gets things done immediately so if you are looking for a new bathroom they should be the first call. They also don't charge for delivery. Definitely needs a mention.

If there’s an option ‘I’m thinking of leaving’/complaints press that. Typically those team answer quickly. Then just say ooops I think I pressed the wrong choice and have them transfer you.

Always got through on Waitrose (although sometimes long to wait)
American Express are the best (won't use any other CC)
Southall Travel for holidays

Really good: shark vacuum cleaners. Quick to answer and sent me a part to fix my 5 year old machine next day. Excellent customer service.

Really bad: Uber eats. No website ( except for the drivers) no phone number to call. My neighbour ( in a cul de sac) has no problems with delivery, but every time I order it get cancelled. I've tried twitter, Instagram and Facebook to contact, but no reply 😡

DFS gave me the run around for 5 months - sofa damaged on arrival, took a couple of months chasing to find out when replaced cushion was being sent - gave up on that and spent another couple of months calling and calling for a refund. They finally came and got the sofa - and it took another month for them to give us our money back - they kept telling us they'd already sent us the money -they hadn't.

There customer service was a joke they had nothing helpful to say ever and the team that answer the phone (eventually) don't actually deal with anything. Argh

IKEA were amazing though, when a part was missing, and charming to speak to. Also their hold music is Abba.

@ShoesEverywhere

Hargreaves Lansdown for all your investment needs!

Agreed.

Very specific one but Juicy bikes were fabulous.

@YorkieTheRabbit

Barker and Stonehouse are excellent Amazon are always quick to rectify any problems M&S and Next online are good Yorkshire Building Society we’re brilliant when I had to take over my dad’s affairs when he had Alzheimer’s as were his private pension provider and DWP

NatWest were hands down the absolute head banging against a wall useless twats I’ve ever had the misfortune to deal with. I was a court appointed deputy for my dad, NatWest had ever bit of documentation regarding this BUT anytime I rang them I would be told I had to put my request in writing. Not email, but pen to paper, stick a stamp on, post it then wait at least two weeks for a reply

I spoke to next last night and they were fantastic. Proper person, normal, easy to speak to and resolved my issue with zero fuss.

@NigellaSeed

IKEA were amazing though, when a part was missing, and charming to speak to. Also their hold music is Abba.

Second this. Great customer service when ringing them. Bit hit and miss in store though!

Ignore my post up above it's Bathroom Deals Uk (BDUK) best service I've had in years and no postage. Everything is dealt with immediately and fast delivery time and you speak to a live person.

I've had to speak with British Gas and EDF lately and they were both very helpful and easy to contact. Virgin on the other hand have been awful. I was on the phone with them for 3 hours and got transferred to 6 different people none of whom seemed able to help us (we were trying to cancel our contract).