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Original poster

Companies that aren't useless at customer service!

88 replies

NoEffingWay · 22/12/2023 21:42

Lots of threads about companies that are truly shite at remembering that it's not about attracting customers actually looking after them. I have some exceptions.

N.b I work in the public sector on an appalling salary so none of these are based on working for them, or even being an especially attractive customer Grin.

First Direct Bank-actually answer the phone within a few rings, no AI or options to go through. They actually make banking easy, and the app works without having to go through 65 different screens.

M&S-I have really enjoyed shopping in m&s this year, the clothes have been decent, the food hall is my happy place, and the home stuff is good quality. The staff seem well trained and happy enough. My toastie was lacking in toastiness the other day, and they were on it like a lion on a gazelle! Tbh, they won me over by giving me free chocolate on the sparks app the other week Grin.

OP posts:
CountTo10 · 23/12/2023 10:11

Came on to say First Direct. Absolutely brilliant and I've been with them over 25 years.

Boden. Dress ripped badly on the first wash. I'd had it six months at that point but only worn it once. Turns out they have a repair service so contacted them and sent photos. Got a call back from a lovely lady who said they could repair it but it probably wouldn't be perfect and would I mind if they sent me a new dress as they still had one in stock.

Monsoon. Bought a silk dress and matching jacket for a wedding. Baby son vomited all over the dress and I had to take it to the dry cleaners as I was due to wear it at another wedding two weeks later. When it came back from the cleaners all the seams had turned white (on a purple dress). Fully expected Monsoon to blame the cleaners but they immediately refunded my dress and the jacket despite there being nothing wrong with it.

WhiskersPete · 23/12/2023 10:12

Timpsons. The staff are amazing in every one I've ever been in. They always seem to go above and beyond.

missushbbb · 23/12/2023 10:15

I love m and s too, it's my happy place! I find it quite comforting.

Interested in this thread?

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General shopping
Dippydinosaurus · 23/12/2023 10:35

Snapfish, despite the awful reviews, were really good. No phone number only webchat but they replaced the calendars I'd ordered with no quibbling when Royal Mail left them out in the rain. They arrived within a few days too and didn't even charge the delivery fee. It wasn't even their fault!

bobby81 · 23/12/2023 10:38

Denby. They replaced a pan for us when the handle had gone a bit wobbly. This was after 2 years & lots of use. They also posted us the new pan to save us travelling to a shop.

Tootytoot78 · 23/12/2023 10:40

Bose and Cloud Nine, both have phenomenal customer service.

ureterr1blemuriel · 23/12/2023 10:46

Our local Evri driver is fab, he’s been doing it for a number of years now (for the old company too). Never had a problem with missing or late packages.

M&S Simply Food - always friendly

zigzag716746zigzag · 23/12/2023 10:50

Very - a lovely lady spent literally an hour on the phone sorting out a new customer discount on my large order

Octopus - just brilliant

Amazon - an unpopular one but they sort out any problem in minutes

Seasalt - really lovely staff in store

Sainsburys - just my local store but the staff there are fantastic. There is a real energy about them and you can tell they are enjoying working together and helping their customers. It does seem to vary a lot from store to store though.

IbizaToTheNorfolkBroads · 23/12/2023 10:53

LNER cut both ways. I use them to trac from Leeds to London about 6 times a year. Their trains are almost always delayed in some way, but they pay their compensation really quickly!

FilippityFiloppity · 23/12/2023 10:53

The staff in all three of our local Co-Ops are just always helpful and cheerful (without being annoying!). At least three of them have been there since I was a child, so I like to think it must be an ok place to work.

wondabar · 23/12/2023 11:03

Amazon have always fixed issues quickly and efficiently

Boden also brilliant

Waitrose rectify problems quickly and tend to replace the faulty product and give you a refund too

Lakeland customer service is faultless

Ozgirl75 · 23/12/2023 11:11

Emma Bridgewater - the courier left the parcel on top of the wall and it fell and the mug inside broke. EB couldn’t replace as it was a seconds but they refunded my money AND sent me a voucher for a new one. I’ve bought about 5 more because I know that if someone goes wrong, they’ll sort it out (it hasn’t gone wrong!)

Sports Direct - we bought a cricket bag and it got a hole in it really quickly. Sent it back and they sent a new one with no quibbles within about two days.

Ozgirl75 · 23/12/2023 11:14

And actually, the staff at Waterloo train station. There was a total shit show when I was there a few months ago, I think a wall had fallen onto the track and it was total chaos, but the staff were friendly, helpful, knowledgeable in the face of really not being able to do much.

narniabusiness · 23/12/2023 11:25

I’ve had bad experiences with Amazon. Web chat that went on for an hour round and round in circles. Was fobbed off in the end by being told my complaint was being escalated and I would hear back in 48 hours. Needless to say I didn’t.

icebearforpresident · 23/12/2023 11:32

Roy’s Boys! I ordered a pair of Bluey socks for a friend of mine and had them sent straight to her. When I entered the address I forgot to add her flat number, not necessarily a problem but it’s a big, new build block and I know she doesn’t really know any of her neighbours so I couldn’t be certain they would get to her eventually. I emailed them more than 24 hrs after I placed the order and first thing in the morning I had an email back from customer services confirming they had my enquiry and were in the process of checking to see if the order had been dispatched yet. Another hour or two later I got a dispatch email with the correct address and a personal follow up from customer services confirming they had caught my order before dispatch and amended the address. It was a small thing that was my own fault and if they had ignored it or said it couldn’t be changed that would have been fair enough but I really got the feeling that whoever in customer service that picked up my email followed it through from start to finish.

ladygindiva · 23/12/2023 12:03

jay55 · 23/12/2023 09:15

Virgin Atlantic, they were absolutely brilliant when I needed to change a flight due to bereavement. Answered quickly, called me back when they said they would and even got me a cheaper flight than I had originally and quickly refunded the difference.

Shame virgin media are so bloody shocking in contrast.

ollypollymolly · 23/12/2023 12:07

Boden ! Delivery stolen from my forester - stupid Evri driver.

I messaged them and they immediately reordered it all for me and I just got it today. Amazing !

LoveAGoodToddlerTantrum · 23/12/2023 12:14

This will be of little value to most people but with family in Perth Australia I have found buying gifts incredibly stressful and frustrating until I discovered this year a small company called Partners in Wine. The people that run the business are so bloody helpful and even email you and ask when it suits you to deliver the wine and genuinely help you. I've lost count of the times I've lost my temper trying to get gifts delivered to Aus but these guys are now my heroes! Shame they don't do gifts for the teens in my family!

Richelieu · 23/12/2023 12:48

Lakeland customer service is faultless

Well…..I beg to differ. See my post above. Wish it wasn’t the case because in the past I’d always have said they were absolutely brilliant.

CantFindTheBeat · 23/12/2023 12:57

Great thread, OP.

Argos really impressed me this week. Bought an air fryer from them in July. Stop working last Monday. Rang them on Tuesday, they delivered a new one out and picked up the broken one THE SAME DAY 🥳🥳🥳🥳

BrandNewBicep · 23/12/2023 13:49

AO are always amazing. Very impressive.

TomatoSandwiches · 23/12/2023 13:52

The Cornish Food Box Company, phoned me yesterday to update if I wanted some subs or refund, have sent me a larger beef joint than ordered and lots of extra lovely Cornish cheeses, fruit and veg to make up for it.
Arrived perfectly and proactive communication from the get go, will be going on my permanent suppliers list.

RowenaCoxwell · 23/12/2023 13:59

Lakeland: heated throw stopped working after 2 years, got through to customer service quickly (they offer a ring back if you’re waiting on the phone), refund sorted immediately, new throw ordered 2 days ago and delivered 5 minutes ago, and lovely customer service rep on the phone.

Mojolostforever · 23/12/2023 14:00

Another shout for Amazon and PayPal. (PayPal used to have a dreadful reputation, freezing people's bank accounts, but they have definitely improved a lot since those days).

christmaspawpaws · 23/12/2023 14:02

Sainsburys
Yesterday another customer took all my click and collect fridge stuff
Bad bit was it took 45 mins to sort but
They rang the customer to bring it back, and then sent someone to get the fridge stuff from store

The customer didn't bring every item back Hmm so I got to keep what they did bring and got my original items from store. They've also given me a £30 gift card