Active discussions

Meet the Other Phone. Protection built in.

Meet the Other Phone.
Protection built in.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Name and Shame

214 replies

brizzledrizzle · 15/12/2018 11:53

Name and shame the lousy customer service you've had - if you want to get it off your chest.

I'll start the ball rolling with Plusnet who have screwed up my elderly mother's phone. She was going to move late next week and it's all fallen through so we phoned them yesterday and were on hold for two hours. They have left her with a disconnected phone even though it wasn't supposed to be disconnected until next week and have done nothing to fix it. They promised it would be fixed by midnight yesterday but isn't and she's been in tears about it as she lives alone and is reliant on the phone. I've sorted out a pay as you go for her for now.

I've named and shamed on Twitter and written recorded delivery to the CEO.

OP posts:
FestiveNut · 15/12/2018 11:57

Sofology. My £3000 sofa arrived with a cut through it so never even made it off the delivery lorry. Apparently it was cut by a knife when its packaging was opened in the warehouse. I was flabbergasted that a knife was used in the first place and that the person responsible didn't flag the issue, causing us to waste a day off work waiting for the sofa. It was taken away again and I received a very short, misspelled email informing us that we would receive notice when it was out for delivery again. After about an hour trying to find an actual person to talk to, as the helpline in my sofology apparently only goes through to the presales team (despite the fact you only get a log in when the purchase has already been made), I was told they didn't know how long it would be but they would ask the warehouse and let me know the next day. I received the promised email informing me that the sofa would take six weeks to arrive! I emailed my dismay about this and asked questions I expected an answer to, but my email was ignored. A phone call later, I asked to be put through to the person I had spoken to, only to be informed that they wouldn't speak to me because the matter was resolved! They intended my family to be without a sofa over the Christmas period. I had to argue my case quite well in order for courtesy sofas to be arranged, and had to suggest this solution myself first! This is despite other sofa merchants providing these as standard. Very disappointed.

flumpybear · 15/12/2018 12:02

RYANAIR ..... now where do I start?
App not working so couldnt check in online
Airport desk nice but made us pay £55 per person to travel even though it took five minutes to sort out - hardly worth £220!
Phoned up - really rude phone staff who hung up on me
Wouldn't let me talk to manager, said he doesn't t want to talk to you so no and hung up
Now want me to send a copy of my passport (read trying to put up barriers) before they'll talk to me
5 months later ... no refund for their mistake

gazillion · 15/12/2018 12:03

Zing Flowers
Just don’t fall for the radio ad, read the Customer Reviews on Trustpilot
They blame Yodel, Yodel blame them
Customer loses out
CS reps on phone don’t or can’t help
Avoid

suchasoftersin · 15/12/2018 12:10

The Works. Ordered some books for DB(8) & DD (2). Delivery chosen 3-5 days. Took 7 days to process the order and ship it and advised 7-10 days from that date for delivery. I am still waiting. Have emailed the customer service email address provided to be told it is 7-10 days for them to reply to my email.

Order placed 17 days ago and I am still waiting...

richierichardsaunt · 15/12/2018 12:26

Most recently AO.
Ordered washing machine delivery, fitting and collection.
Replacing washing machine in exactly same place.

Old machine is under counter top.
They turned up, pulled old machine at an angle and decided can't fit.
Put me on phone to incredibly rude supervisor who said "you have to remove cupboards"
When I said but there Is a machine there, he said "is there a man he could talk to"

Complained but AO can't see the issue.

Money back.

Went to currys. Bought and fitted next day.

dusking · 15/12/2018 18:48

Talk mobile is absolute shite. I had a contract with them when I was a teenager and paid £75 to cancel it midway as I’d moved into an area with rubbish signal. We’re looking to buy a house so I checked my credit rating expecting it to be perfect (only use debit cards, pay everything on direct debit etc) and it’s awful because apparently I’ve owed them £75 cancellation fee for about 5 years!! BastardsAngry

Snowwontbelong · 15/12/2018 18:49

British Gas. Overcharged me by £300. Took me a year to sort it out.

PawneeParksDept · 15/12/2018 18:54

Vodafone

Utter pisstakers who will keep charging you for contracts you fully believed were cancelled, then blame you for not reading the fine print and then continue to still charge you after they've promised they'd definitely cancelled it this time. Never again leaving next contract. Also had exceptionally rude and exceptionally useless service in branch on separate occasions

BikeRunSki · 15/12/2018 18:57

Happy Puzzle Company
Order lost twice, next day delivery emergency replacement arrived - finally-at 11pm on 23 Dec.

Car Phone Warehouse
Sent out 1 order twice, 2 days apart. We were on holiday when the second one arrived (we obv were not expecting it). Couldn’t return the phone as we didn’t even know about it until after the return deadline since we were away. We are now stuck with a phone contract we didn’t request, and CPW say was ordered verbally, so no email record. They have been unable to produce the transcripts of the supposed phone call in which DH supposedly ordered a second identical phone, but refused to cancel the order.

PocketFullofMumbles · 15/12/2018 19:03

Feather and Black - thought they had decent reviews and therefore it was worth spending over £1k with them on Black Friday on new beds and mattresses. Have been able to speak to them once on the phone since then, when they assured me their logistics partners would be in touch to arrange delivery. Since then, nada, despite me and DH ringing up to 5 times a day and emailing them. Wondering if they’ve gone under? Trust Pilot reviews from last few weeks suggests we’re not the only ones having problems Confused

Girlicorne · 15/12/2018 19:03

Yodel. Two Christmases ago left a box of books, obviously books in a massive box emblazoned 'The Book People' outside my front door in the pouring rain. We were out for 9 hours, the books were ruined. I never got any compensation either.

user877377 · 15/12/2018 19:03

Nando's today. I was watching the cooks behind the counter as we waited for our meals, notice 2 meals sitting under the lamp for a while. Then 2 new plates came into the counter for the waiter to take out - the cook grabbed the chips with his hands from the old plate and moved to the new plate. The plates then came to our table - I told the waiter what I had just seen and he took them back to get fresh chips. First world problems at its best 🤷🏼‍♀️

Sparklesocks · 15/12/2018 19:04

Legal and general recently - I had an insurance policy with them and received a really high quote for renewal easily beatable elsewhere, so I rang to see if they would negotiate my quote. My policy started ABC and even the recorded voice while you’re on hold says ‘renewal quotes with the prefix ABC can’t be adjusted’. Oh well! I found several cheaper with the coverage needed so I cancelled. I asked if they’d send me something to confirm it was cancelled, they don’t do that - ok fine no worries, got my new policy elsewhere etc etc. Noticed the direct debit was still active after my final payment so cancelled it to be on the safe side.

Fast forward 5 weeks later and I get a letter in the post saying my direct debit had been cancelled, and I can’t just cancel the direct debit without cancelling the policy and they couldn’t collect my premium. If I wanted to cancel I had to tell them. Grrr! It even came with lots of slightly threatening ‘advice’ about being in arrears. So I called them again and said I’d already cancelled and didn’t appreciate getting letters saying otherwise. They confirmed my policy HAD been cancelled and it was just waiting to go through, even though the letter date was 5 weeks after cancellation!! Boo. Such a waste of time.

user1471462656 · 15/12/2018 19:06

Plusnet and BT!
Planned to move to Plusnet, they got the start date wrong so spent 60 mins to get through on more than one occasion. After weeks got fed up and cancelled the order. Got home from work that day and they had taken control of my broadband (hadn’t sent any router or anything). BT supposed to take back my service but 2 orders have been cancelled so far that should have fixed the issue. One month without broadband and not holding my breath it will be fixed before Christmas.
Neither company seems to care about the huge inconvenience and extra costs using phone data.
And Plusnet promised the refund for the first month had been done and sent immediately but after weeks of chasing they eventually said they would raise a cheque, it’s all lies.
I’m praying it doesn’t snow as I’ll be unable to work from home.

Lemondrizzzzle · 15/12/2018 19:11

Green Motion. They charged us £260 for a tiny scratch (too small to detect when we checked the car) which we know we didn’t cause. I have subsequently been in touch with many other customers scammed by this company, some have even had their card charged before returning the vehicle!

Soubriquet · 15/12/2018 19:13

Some energy company...can’t remember the name now.

Charged us £1000 for one month of electric. Even they admitted it must have been a mistake as there was no way we could have racked those charges.

Refused to change it though Hmm

Twickerhun · 15/12/2018 19:20

Vodafone - utter rubbish customer services. Phones being sent to incorrect addresses. Incorrect information being given . Promises made not being kept. Spending hours on he phone trying to rectify their mistakes. Being charged for services they hadn’t provided. Not following up on their own complaints procedures.

Aridane · 15/12/2018 19:20

Hermes

Aridane · 15/12/2018 19:20

Royal Mail with their non arriving redeliveries!

Aridane · 15/12/2018 19:21

Yodel

Aridane · 15/12/2018 19:21

(do you detect a theme here?)

Original poster
brizzledrizzle · 15/12/2018 19:22

Yodel left a parcel in our wheelie bin on collection day.

OP posts:
WeirdCatLady · 15/12/2018 19:23

Plusnet here as well. Tried to move over to them. They have cocked up time after time. Can never get through to speak to anyone. In the end I have told them to shove it. They now owe me over £200 and they’ve never actually provided any service for me at all! Still waiting for my refund, it’ll be weeks and weeks. Utterly disgraceful and useless.

Scoleah · 15/12/2018 19:24

Studio.
I ordered a Firestation Playhouse for my son, waited 2 weeks for it to arrive , it came tucked under the Couriers arm, I signed for it and put it aside whilst holding my toddler,'only to realised after the box was Open and half the Playhouse was Missing.
Reported it to Studio that said I could keep it and they would give me £10 back, I refused as I wasn't paying £40 for a Playhouse which wasn't whole and was offered a Exchange. Have waited over a week for new one to arrive, to be told it's now out of stock and not being restocked.
They checked stock of others that would def arrive before Xmas, so paid extra £15 and had a train station Playset table.
Had email today to say it's now out of stock and to re-order in 14 days, but I can't cancel original order even though it means it won't arrive in time for Xmas. So have to wait for it to arrive and then Pay the postage to return!

FayKnights · 15/12/2018 19:25

Extra Energy, the biggest shower of shite ever.
Interestingly they’ve now gone out of business. I didn’t receive 1 energy bill for the whole year I was with them despite multiple calls and email, we ended up overpaying by £900!