Siobhan

Poor infrastructure & communication
They are not equipped to operate as an energy supplier. I believe they are overwhelmed as far a customer services is concerned.
The ONLY way to contact them is via a chat box, yesterday I waited for an hour (even though the instruction at the top was saying response time was 2 minutes). This is not the first time. Last month I was having a conversation with them for over 5 hours (ie: they would respond every 30-40 minutes to what I had previously said). Then without warning (or resolution) the girl logged off at 7pm, I can only imagine it was the end of her shift??
(Another conversation went on for 4 hours with no resolution, basically they batted the issue back to me to resolve - I was querying a faulty smart meter which has been ongoing for about 18 months)

I have just had 'adjustments' added to my bill from August last year??? They have said because I havnt given them a reading since January (erm? yep, and now my February reading is due??!!) So surely the adjustments are updated everytime I submit a reading and dont need to be backdated to when I took out the contract?
And like many have said, you cant budget ie: pay a set amount monthly on DD, you can't dictate when/what day you would like the payment to go out, they just tell you that this is amount you will pay this month (which obviously varies depending on the time of year).
When you raise a query, they come back with random answers that bear no reference to what you asked.
They are disorganised, their infrastructure is not fit for purpose.

Such a shame.
I was looking to change the company I use for my vitamin supplies. Just ordered with these guys, I hadnt realised VAT wasnt included in the price (who does that in the UK?!). My order was (should have been) £30, by the time VAT was added and postage it came to £40. Unfortunately I wont be using them again, in this day and age why wouldnt VAT be included in the price, I find it very deceptive (and postage very expensive! £4.00 was the cheapest option I had)

Absolutly brilliant
I ordered about 7 panels so I could put up secondary glazing (And a table top for my garden table) at the end of November.
The website was easy to use and you can get the sizes down to the last mm. They arrived really quickly, so well packaged, so as to eliminate any damage. The sizes were absolutly spot on & all the panels had protective film on them.
I can't believe how clear & see through the panels are, to be honest they put my old Victorian windows/glass to shame.
I installed them all 2 days ago and the difference in my living room is incredible, it's about 5-6 degrees warmer. Worth every penny. I'll be going back to them for more panels in the future so I can do my other rooms. Top notch, well done guys!

Booked for between 10-12pm today for a small gas fitting job... No show. Called the company at 1pm, he said he would call back to see where the engineer is and let me know. Not a word. All good, plenty more trades out there who will respect my time and appreciate my money. Give them a swerve.

Appalling.
My 3 year old cat was diagnosed in the last month with diabetes, the private vet put him on a new drug. (£400 for a 30ml bottle). As I am on benefits I took the prescription and bought the drug online for £170, which was basically my food/bill money for the month.
Booked an appointment after 2 weeks of him being on the drug to check his bloodwork. They cancelled the apppointment, saying the vet had called in sick. (I was awake all night pre appt due to anxiety caused by 25 years as a medic, now have PTSD, so dont leave the house) - Rebooked the appt (after a very unclear online procedure, eventually reception called me back to make the appt over 10 days later).
Long story short, PDSA do not currently use this drug, (senvelgo) I imagine because it is too expensive. I explained my pet had absolutly thrived since taking it and was back to his old self and gaining weight, since I also combined a new diet with the meds and changed feeding times.
(That being said, he has always been extremely nervous/jumpy, as a recue) Vet said the only options she could offer were, daily insulin injections, (he would not tolerate this, it would make his/my life an absolute misery, as he is very hard to get hold of, especially when he knows you are up to something!)
I could pay for the medication myself, or the other option was to put him to sleep - I was absolutly floored, and she saw the shock on my face. Putting a cat to sleep because of diabetes???! As an ex medic I imagined saying that to a human, because they couldnt get medication, "Oh well, we will just put you out of your misery then" ... it beggars belief!
I told her I would pay for it somehow. (Although I still dont have a clue how, but I will find a way).
The worst of it was, to add insult to injury, she said she couldnt write me a prescription for it, and I would have to go back to a private vet for it. (Which will cost another £20 just for the script) I still dont understand why. Before a new script is written, legally he has to be seen and evaluated every 6 months, so I would be bringing him to her anyway. It's not like the money would be coming out of their funds?? It's not as if he would be going unmonitored?
It was already a real struggle for me to leave the house, both he and I were so distressed, the nearest clinic is about 40 mins away, we were both exhausted when we got home, it was a terrible experience, unfortunately, currently, I dont have a choice. Horrible position to be in.
2 Weeks later and still no response I see

Oh dear. I am due to have a hip replacement next month, as I live by myself I was looking for 'ready' meals to get me through the first few months - I looked at their website and thought 'this will be perfect' -But I read the reviews (many very recent) and their copy/paste responses, I think I'll give it a miss. Such a shame.

Not good, at all.
They phoned 10 minutes before to say they would be arriving soon, could hardly understand him. I was still talking and he put the phone down.

When they arrived, I said it may be easier to get the sofa through my massive bay window. (I'm ground floor, window beside front door, so wouldnt really make any difference to them), rather than try and manoeuvre the narrow doorway - easier for them.

He starts giving me all the spiel about being 'self employed & injury, time off work, no being covered blah blah blah etc', had I paid for de-boxing it would have been ok (??? I didnt even see that option on the website to be fair)

Personally if I was fully fit, I'd have got the whole unit in, but they were rinsing it, they saw a vulnerable woman and took advantage, standard for their culture, women are below them and his attitude made that clear.

Once I offered 'a drink' (lol, ironic as they are supposedly a culture that dont drink), for his troubles, he was able to get it done in a heartbeat, infact quicker than the front door. ( He was thinking also for the price he had to deliver 2 sofa's - but due to a clerical error it was only 1 - so he lept at the 'offer' - I also have PTSD, so couldnt mess around with the whole scenario x2 strangers for any length of time) -

He brings the item in, box covered in mud, drags that over my beige carpet, (didnt wipe his feet on my mud rug as he came back through my front door, just dragged the mud through into my living room as well, (in his culture he would have had to take his shoes off!!!) puts the sofa in situ, against the wall, says I just need to 'slice along the tape', forgets to tell me he positioned it back to front (so I had to spend 5 minutes reversing a 40+ kilo sofa, manouering it around the living room) -

He had already seen I was using a crutch to move about as I had just had a hip replacement, but Im a woman, so he was indifferent. So that too as a nightmare for me - after paying him proper cash as well, wasnt that the least he could do??) ...

He gets me to sign x2 E-documents on his phone, no explanation (which I didnt see until later when it was emailed to me). I had no idea what I was signing, by this stage I just wanted them gone ...

So between the company they deliver for (who have been apalling also - Dusk.com) and this company, Never ever again!!! I'm done with both of them.
If that had been English blokes, as has been the case in the last few deliveries, they would have gone out of their way to sort me out!

In response: There is nothing more to say or discuss. I have explained the situation, there is nothing that can be done to rectify any of the above now, that ship has sailed - It's done

I think the company is going bust!

Update: All the bad reviews are from the last few weeks/days - I stated further down they had rave reviews in January, something has happened, it suggests they may be going out of business, dont buy from here, you maynever get your money back - The helpine number they have on this review page basically says they can no longer take any more enquiries and have had to shut the phone line down.

In the meantime, this was my review:
I placed 2 orders, a mix of items, at the start of Febuary, a kingsize bed and a sofa, they sent a text asking me to state the day I wanted the delivery, so I have chosen the 21st Feb (seeing as though each item costs £30.00 to be delivered I should hope I get to choose when!). I asked for both items on the same date.

So I booked the day off work, just by chance I checked on my account on their website and it now says the 1st or 2nd week in March! (Both items expected on different days!). No email advising of change in delivery date?? No text, no advising what-so-ever?? (Thankfully I randomly checked their site).

Another item a small lamp - delivery supposedly in 5-10 days. Again delivery date changed - Not advised (item is showing as in stock currently) that has also changed to a random date in March, so 5 weeks to have a small lamp delivered??

They sent some towels out by post, 10 days!

When I looked on this page in Mid January, they had rave reviews, they have slipped massively in the ratings since then, and as everyone says, zero customer service - As much as I like their stuff, I wont be ordering from them again. My neighbour also buys a lot of stuff from them, and she too is complaining. Really not good enough when you spend over £1200!!

It's back to Dunelm & B&Q for me!

A No Show:
I waited in all day yesterday for a 1-6pm appt - Engineer was supposed to fit fibre on behalf of Plusnet. They just didnt bother turning up, no explanation.
The fact that their behaviour to fix this appointment was almost 'stalkerish' - I have lost count of the amount of texts and emails I received from them, asking me to confirm I'd be in, reminders of the date, time, continuous 'reply to this text' etc, I started to feel harrassed, ironic then that they just didnt turn up!
Spoke to Plusnet at 6pm, they said I would have to wait at least an hour before they could get a reason/excuse from openreach/BT - they were brilliant and tried their best - They called back at 7.30pm and also sent a text to say they couldnt get a reason/response.
I woke this morning to find a text & emails saying openreach would be fitting my fibre on the 30th, again, asking me to interact, this time I'm refusing, as I dont want to be bombarded with yet aother slew of 'communications' (I have medical issues, and this constant bombardment of communications adds to my issues). So i'll just see if they bother turning up on the 30th or not...Who knows!

Taking my business elsewhere.

I cant physically get to a store so thought I would order everything online.

I spent about 6 days choosing all my bedroom units, sliding doors, double bed, new sofa etc - The whole lot came to about £3.5K, not exactly a small sum. Just out of curiosity, I thought I would read the reviews before placing and paying for the order, Oh My!!!
There is absolutly no way I was putting myself through that. (Also seeing the copy/paste replies and ikeas indifference did little to assure me). How trading standards have not intervened is beyond me.

I completely emptied my basket and searched elsewhere, I now have things coming from wickes/dunelm etc, it' a hassle to have to go to lots of different stores, but for the peace of mind, very much worth it.

The only thing I kept in my ikea 'basket' was some curtains, so I bought and paid for them, +
the delivery fee - 2 weeks later, they still havnt arrived. (They also stopped doing 3M length curtains you can now only get 2.5m)

Appalling, but I can handle that, as oppsed to potentially waiting for packages (damamged/missing part/having to deal with non exostent customer services etc). I proper dodged a bullet there!
More people need to vote with their feet regarding this organisation, they would soon change their game. They forget it's the actual cutomers that put them where they are.

Ironically, they closed my local store in Tottenham, saying they were going more to 'online' - They should have had the structures in place before making this monumental disasterous decision. Like many large organisations before them, they thought they were untouchable and couldnt fail, they have a hard lesson coming down the pipeline for them. Never again, I'm taking my hard earned cash elsewhere.

Response:
Why do you even bother replying??? An auto copy and paste response is not only insulting, but futile and patonising, not even acknowledging peoples individuals complaints just shows how much contempt you hold for your client base.

Advising every single complaint to contact customer services?? Really??? Have you actually read the reviews on being able to contact them, and when people do, how uselss they are? This response just iterates how completely and utterly you your company disregards it's customers, and how you really could not care less. I've been a loyal customer for about 25 years, after my latest experience, and reading these reviews, I'm done with your company - I'm going back to shopping with local small UK businesses who deserve my custom and money, and who actually value me as a customer.

Shocking company!
This company has to be the worst out there, if I had known where I ordered from was using them I would have cancelled the order. This is about my 5th bad review of them. Where do I begin? So I have had daily deliveries this week, NOT ONCE have they rang my doorbell.
(I'm retired so am home all day long)

They left a wooden cabinet I bought, outside leaning upright in the mud, I dragged it in, soaking wet, the box was all water damaged (It had also been raining) - I still havnt opened it yet, so don't know if the item is too .

They stuffed a parcel that wouldnt fit into my recycling bin, thus everything was crushed and sat there waiting to be stolen.

Knowing I was expecting so many parcels, I relented and downloaded their delivery app, like the company, useless and futile.
It advised my delivery would be 9.30-11.30am - It tuned up at 7pm (I got a notification at 10pm with a photo, saying it had been delivered.

Today my parcel was classed as delivered, it was 90% hanging out of the letterbox, on a busy street, and they had the audacity to actually send a photo like this 'delivery' was something to be proud of. That was a delivery just waiting to be stolen (luckily my neighbour heard the letterbox and brought it in).

They have the brass neck to ask for reviews, if it wasnt so tragic it would be funny.
Watch now, below this space, there will be a copy & paste reply about how you can contact them -
Dont bother - I have another whole review about that fiasco process. I pray they go out of business, as they just don't deserve any customers.

Response to your reply:

Oh do get out of here with your copy and paste replies. They are tedious and patronising... See my previous posts on how responsive and efficient your automated 'help' system is. Minus 10 out of 10. Just a shame this site doesn't allow us to leave minus scores

I bought x2 squirrel proof nut feeders.

(Supposedly state of the art in design.They are even trademarked. Instead I feel like we are guninea pigs for their prototypes, as they get feedback from people they modify the last design)

I unboxed one and spent nearly 40 minutes trying to get the little plastic ring in place, my thumbs were red raw by the end of it (and its still not in place).
I even used rubber gloves at one point to get a better grip on it. I filled it with nuts, after 24 hours I realised the quantity in the tube had not gone down at all (very unusual, I normally needed to top up my old feeder every couple of days).

It was then the realised the nuts were too big to fit through the little metal 'gate'. So I emptied it back out in the kitchen and spent the next 2 hours trying to make the nuts smaller. I tried to blitz them in a blender (they just turned to dust). I then used a rolling pin and had them inside a plastic bag, that didnt work, most remained intact, I then used a pestle and mortar to crush them - Needless to say they are now only fit to make peanut butter out of. I still have one of the feeders fully packaged, unopened, (unfortunately, I'm housebound, loved watching the birds,hence I got these, but I am not in a positon to return it) -
A complete waste of £70

In response:
Wow what a patronising reply.
So I now have to tell the producers of the 3kg of nuts I currently have, and any future bags, that they have to split them so they will fit in my bird feeder? I feed according to season ie: around the period of fleglings I feed high protein, like dried mealworms and small suet pellets. It's incredible that you are selling a peanut feeder that does nto allow peanuts to be dispensed - Rendering the product (x2) unfit for purpose
Do you not think, having spent over 40 minutes trying to fit the plastic ring that I tried every which way this side of sunday to insert it?! It's not rocket science, merely a gadget that does not fit!

Me again!
So just had a delivery from zooplus via (n)evri (Fridays non delivery was from another company).
Unlike Fridays parcel (roughly 300gms in weight, which they said they couldnt deliver due to it being oversized!! - Size of a small letter I might add and would have fitted through the letterbox) ...

Todays fiasco from Evri goes something like:
Neighbour upstairs took my rather large and heavy parcel in for me, as I wasnt expecting it.

Why?
Because no email or warning to say the package was even in their system, instead at 11:38, (all their time stamps were the same internally on their emails, so it wasnt an email delay on my part) I get 3 emails! 1 to say they had recieved my parcel, 2nd to say they would deliver it today and 3rd to say it has been delivered! Wow Evri, youre surpassing even your own levels of ineptitude and shocking levels of extremely poor service. (It is also noted that you replied to my previous review, but then didnt respond to my response, is that maybe because you cannot be bothered with your actual customers and have no solutions or resolution to offer them??)

My next online order, I will investiage like a veteran detective whether the company uses evri as their courier, if so, they are getting binned and I'll be moving onto the next website that doesnt use them.

Reply to:
@Nikki ... Your copy and paste responses impress me even less! So poor, just poor!

If I could give zero I would!
So far today, delivery due 9-11 am, fine.
Then resheduled 11.30-1.30pm, ok.
Then 1.30 til 3.30...Hmmm.
So I check at 3.35 - Apparently it has been cancelled, as the parcel is bigger than expected?
Really??
It should weigh approx 400gms, and would fit in the palm of the average man.
So I try to contact customer service via their online AI chatbot - it searches for my parcel and simply says 'it cannot be delivered today'.
So I call their helpline hoping for a human, pfft, I get an automated response saying "This parcel is undeliverable, contact the vendor and rearrange another means of delivery".
Did they think by doing a name change of their company we would forget how bad they were before (Hermes)?? They should have just saved their money on rebranding and liquidated the company. Shocking, just shocking (lack of) service.
----------
Update to your response Louis.
I am proper laughing out loud! I called the number you gave (which was the same number as earlier that I called) the automated voice asked for my parcel number, which I tapped in - The service then hung up on me!!! So, I used the link you gave me, chat the the AI bot, and I have 3 options, none of which is the opportunity to get a call back, leave an email address, or any other means of contact.

I swear you couldnt make this up!lol. It's bad when even a robot hangs up on you!! Twice. Exactly the same story when they were Hermes, absolutely no way to contact them or speak to a human,

It's just sad that my first order to a small family company have now lost my business as they use you as couriers, so I won't be using their website again.

They over promise and under deliver. Dont waste your time.
I have shopped in over 8 stores via this app, and it has only 'credited' 1 purchase. And I use that term loosley. I bought food online on the 14th June, my credit is still in the 'pending' stage and says it can take up to 8 weeks. Whats the point of it tracking your purchases on the sellers website if they then tell you they await confrimation from the seller? I've bought petfood, ecigarettes, shopped on Argos, the list goes on, and even though the app tracked me, it has given ZERO credit for any of my purchases! So basically it just gathers my data on what I am up to and I get nothing for it. Consider this app as 'uninstalled'!

I am so fed up of this bank I'll be transferring my account. When I used to resort to calling them to sort issues, the minimum wait would be an hour. I relented and was forced to download their app, through sheer annoyance and frustration. I finally got used to that, only to have an update last week, saying the tech would no longer support a samsung 8 phone. (Hardly an antiquated phone!) So those of us who either do not want a new phone or cannot afford it are being penalised and excluded. For the past 2 days both their app and website have been down, I do not know if I can afford the shopping I desperately need (basics, bread & milk) as I don't know my balance and cant access it. Once the site is back up, I'm off. Avoid this bank like the plague!

In response to your response Claire: I do not use social media, so yet again, marginalised as far as contact and interaction is concerned. And to be honest, there isint anything you have to say that I would want to hear, you will offer excuses and platitudes, but the bottom line is, I can no longer use the app, the call centre is a shambles and has been for years. I chose this bank 4 years ago, because I believed you had a good reputation, I was wrong. It will just be easier to move account to another bank.

I broke my hip, so had to get a taxi to A&E. FIVE drivers accepted and cancelled. I stood outside for over 20 minutes, as it kept searching for new drivers who were supposedly 3 to 4 minutes away. As a new customer, they were giving me a discount, in the end I cancelled the whole thing and booked an uber which turned up in 3 minutes with a lovely helpful driver. Never again. (They have had the audacity to email me today with further discounts, which prompted me to write this - I have blocked them)

Bought a mattress from this lot in September last year. It is now sagging, has a dip in it where I sleep that does not bounce back (I am average height and weight). I even sent them photos with a level on the side that is ok (ie, the part I don't sleep on) and the side that is no longer fit for purpose.
As of their email today, they are refusing a replacement or refund, as they say it is out of warranty, after 1 YEAR!! (it's been a year and 3 months since I bought it). What reputable mattress seller only guarantees a mattress for a year??? The average is 6 to 12 years!

They use shoddy materials cheap materials, and ironically they say they want to create a market of satisfied customers! Not a chance -

I have contacted Trading Standards and am now taking this further. For now, I am stuck with a mattress I cannot use, which is wonderful for my osteoarthritic hips!.
DO NOT USE THIS COMPANY

I didn't realise it would cost £4.99 to return an item.

Ordered 2 pairs of sandals for holiday, different styles/make etc thinking I could try them both, pick a pair and return the others. When you look at the majority of sites that sell shoes/clothes, it is standard procedure that you get to try on at home and return items, free of charge. They cost less than £20, and as I already paid £4.99 delivery it does not make economical sense to return them and spend £10.00 overall to recieve / send back.

I have tried to give them away to friends and relatives, but because they are so flimsy, non supportive and generally not fit for purpose, no-one wants them, so I'm stuck with a useless pair of shoes.
Will NEVER be using their online store again.

They also seemed to think they were doing me a favour by sending me 1 of their free humongous mugs, (so big I could wash me feet in it! It holds over a pint - Who needs a pint of tea at any given time?!). Not needed, not required and now even more rubbish to get rid of. They could have saved on postage weight for this item and allowed me to return my useless sandals instead. So much for saving the environment!
And looking at their replies below, they are all just a basic copy and paste response - No customer service actually addressing the issues raised, they couldn't care less.
Thanks but no thanks, I'll take my business & money elsewhere.

I don't even know where to begin. This bank has been a complete nightmare since I stupidly switched to them just over 2 years ago - I should have read the reviews.

From the basics, like trying to use your card online, to their nightmare system of passwords, I have about 7 different passwords I have to now use, to verify me, my transaction, using Visa at checkout, them sending 1 time passwords, when you phone you have to input sort code/account number, when you get through you have to repeat it all, then give them digits from various passwords etc and all of the above have to be different ... the list just goes on.

Every single time I try an online transaction, they block the card! (Even trying to spend just £8.00!!) - And so it's back to the circus of trying to phone them and get it unblocked. And every single time they say 'it should be fine now'...yeah! Until the next transaction.

Customer services, yet another part of the nightmare - which on average is a 40 to 50 minute wait time on hold before you can speak to someone (And don't believe them when they say they are training more customer advisors, they've been saying that since I joined, so heaven only knows prior to that how long they were saying it too).

I lost my job due to MH issues (and having to deal with this bank just compounds it), so my credit rating has gone down, and now no other bank will let me transfer to them, so I cant even get away from them.

'Martins Money Saving Expert' site (with 8.5 million followers, just on their website alone) has a money/mental health page - They have asked me to speak publicly about my experiences with this bank, which I plan to do.

I downloaded their app to try and bypass all of the above - Guess what? Trying to do a simple transfer...They blocked my card! (They always put the blame right back on the customer too - Saying you entered the incorrect details - So I deliberately and painstakingly set up the transfer, paying special attention to all that I input, I was also sat with a friend, just trying to prove a point - she verified all the details were correct before I completed the transaction ... Lo and behold, blocked again!)

DO NOT BANK with these, they have no integrity, their staff sound bone weary when you do get through to them (doubtless from just dealing with similar complaints from morning until night - Which you can only reach them during office hours by the way).

This tirade has been prompted by a letter a received from them this morning saying they will now be adding 'extra security' when shopping online. Really?? And what will I have to do now? It's like the crystal maze just trying to do a basic transaction. They also didn't miss the opportunity to remind me what a fantastic 'customer led ethical bank' they are. If it wasn't so tragic, it would be funny!

Update response 14/03/2023:
Your professional response, as a large organisation is to try and resolve the issue via social media? That in itself speak volumes. You are reliant on public domain platforms to resolve customers personal banking issues? Platforms that 'data mine' personal information!!

No offer of direct customer interaction, you know, the old fashioned way, via a letter, email, phone call??? You say 'respond to the contact I have sent', presumably you mean your response on this site, as that is all I have seen/received? Again, so we hash it on a public forum? Wow, just wow. Speechless.