Jenna

I have to send another review in response to your ridiculous reply to my first review:

Your response to my first review is quite telling.

You say customer queries take two working days to respond to (which btw, is not good enough!), yet you managed to reply to a Trustpilot review within 24 hours. That speaks volumes about where your priorities lie. Surely you contact the customer directly before Trust Pilot? The customer service here is bizarre.

Regarding the cutlery: I did NOT ask for a replacement of the same brand. I asked for a NEW set, meaning a different brand entirely. Why would I want the same brand again when it rusted within a month? That’s not a solution, that’s repeating the problem. I was also clear in the recent emails saying I did not want a replacement. What I needed was that £152 so I can get a decent quality set NOT with your rubbish shop, as I won't get it until next year at this rate.

Your lead times are unacceptable. It’s very clear you bulk-buy to reduce your own costs, even if that means customers are left waiting indefinitely. Defending that method as if it benefits customers is frankly unbelievable. Delays shouldn’t be normalised because it suits your purchasing strategy.

Your website is overloaded with terms and conditions, making it almost impossible for customers to reasonably understand all of your restrictive policies upfront. That doesn’t feel accidental, it feels designed that way and something you can later hide behind in times like these.

The amount of items we ended up not getting due to your ridiculous system is staggering.

You also claim to offer a good range... you do not. The selection is very limited, and the items are overpriced for the quality provided (see my £152 rusty cutlery for an example). We specifically wanted a Ninja Air fryer (the undisputed best brand in air fryers), yet you offered us sub-standard brands instead? That is not a comparable solution. You had Ninja gift cards but guess what, we can't use our balance towards gift cards can we? Too many limitations that don't work for the customer.

My bowls broke on delivery months ago. I was told I would receive replacements. Where are they? Or will those conveniently be sent only if and when I place another order? Again, to reduce your OWN shipping costs. It seems easier for you to delay customers than to take responsibility for poor packaging and provide the customers with the service they should receive.

Finally, your public reply is full of weak excuses. You told me privately via email that you would help resolve these issues. Yet again, that’s something you haven’t followed through on. Again, you should've reached out to me before responding to my review, but I am happy to submit another 1 star to add to all the recent 1 star reviews you've had.

At this stage, the pattern is clear - avoid this company at all costs. John Lewis is the way to go!

Our experience has been nothing short of a disaster from start to finish.

Every single time I tried to make a simple request, the answer was no. No flexibility, no solutions, no customer care. Just… no. The customer service is genuinely atrocious, slow responses, dismissive agents, and absolutely no interest in listening to what you actually want or need.

To make matters worse, our friends very generously spent £150 on cutlery for us. Within one month, it started rusting. I sent clear photos and explicitly asked for a refund because the brand is clearly sub-standard. And what response did I get? A replacement of the SAME awful brand. Specifically what I said I DID NOT want. So apparently we’re expected to eat off rusty cutlery that cost £150? Absolutely not.

Meanwhile, John Lewis offers far better choices (including things like Ninja air fryers!) and far more reliable customer service. I wish we’d gone there instead.

And the lead times? Ridiculous. Everything takes ages to arrive. I am currently due to wait over 3 weeks for a vegetable peeler that is available in any normal shop!! Items go out of stock constantly or get discontinued altogether. It has caused us so many delays and headaches.

Even worse, the number of hidden terms and conditions is unbelievable. It’s like they deliberately make it impossible to actually get what you want. Your friends spend their hard-earned money on gifts for you, and you’re left forced to accept items you didn’t choose and don’t want.

At the end of the day, the whole experience has been a stressful mess. The customer service doesn’t care, the system doesn’t work, and the product quality clearly is not up to standard.

Our wedding went so well and everything was perfect, the only thing that has disappointed us and caused me upset is this rubbish shop.

Do yourself a favour and go ANYWHERE else. Save yourself the frustration, the disappointment... and the tetanus from rusty cutlery!

No one answers the customer helpline. Our one lift has been out of service for months and they never provide any update. There is a heavily pregnant lady on the 7th floor who also has a toddler and a pram which is just disgraceful that she has to climb so many floors because Edgefield cannot do their jobs. They take FULL service fees yet we get ZERO service.

Whilst I appreciate the reasonable price for our broadband, the customer service is in dire need of improvement. For example, today I have been on hold for over 2 hours because our call dropped and the agent did not think to call me back, so I had to wait in the ridiculously long queue all over again. The same thing happened when we first joined Hyperoptic when I was repeatedly assured that we would just have to "plug and go" - this was not the case as the flat did NOT have the service. So we had to wait weeks for an engineer to come and have our broadband installed.

The online ticket system takes days to get any sort of response.

The customer service needs improvement immediately.

I initially had a disappointing experience with Aspect, which left me feeling frustrated. However, I was genuinely impressed when Aimee Cresswell from their team personally reached out to me several times to discuss the issues I faced. She listened patiently, took ownership of the situation and ensured that I received a partial (but sizeable!) refund as a gesture of goodwill.

Aimee’s professionalism and dedication completely turned things around. Her outstanding customer service has completely changed my view of Aspect now. This is exactly the kind of care and follow-up all companies should aim for. While my initial experience wasn’t ideal, Aimee’s efforts showed that Aspect truly values its customers and is willing to go the extra mile to make things right. If it wasn't for the initial issues, I would give a 5 star rating because of Aimee's service.

Thank you, Aimee!

I ordered a very expensive coat from Outdoor & Country with plenty of time for it to be delivered by 30 May for my fiancé's birthday on 4 June. Royal Mail allegedly "attempted delivery"... but no one was in. That’s odd, because I was working from home specifically to receive the parcel. Our doorbell is connected to our phones, and I received no ring. The postman never even tried. This continued for days.

Since then, I have booked a redelivery to my local post office FOUR times. EVERY single time, the Royal Mail app updates with the same useless message: another delivery attempt was made, and no one was in. It is now 10 June. My fiancé still has no gift. I have no coat. I have no money to buy another gift. And absolutely nothing is being done about it.

The package is sitting at Royal Mail Delivery Office which is only open from 8-10am each day... you know, when the rest of the world is at their jobs. So I can never collect it myself.

All I get from Outdoor & Country customer service (namely Lucy) is that the parcel is being “monitored” and that Royal Mail will “definitely deliver it soon.” This is copy-and-paste nonsense that I’ve now received daily for nearly two weeks straight.

I asked for a partial refund but nope, not possible. Apparently the only option is to wait for Royal Mail to return the coat to them (not sure how they'll manage to get Royal Mail to arrange this if the postman cannot even deliver to the local post office for me), and then I can get a refund... after another 18 days. Absolutely unacceptable.

No product, no solution, no accountability. I won’t be ordering from Outdoor & Country again and would strongly recommend others avoid doing so too unless they enjoy infinite loops of incompetence.

You guys should be ashamed.

EDIT: they have now offered me 10% off my next order - LOLLLL! These people are clowns. As if I would ever order from this useless company again.

Where to begin? Royal Mail ("RM") has once again proven itself to be completely unreliable and unfit for purpose.

A delivery was allegedly attempted but no one rang the doorbell (which is connected to my phone and logs every press). No ring, no knock, no attempt. The beginning of a string of lies from RM.

I then booked a redelivery to the local post office for a Tuesday (received confirmation by email), because I knew I wouldn’t be home. After waiting over an hour on the phone, a customer service rep guaranteed it would be redirected. What happened? The postman STILL tried delivering to my flat... the one place I said NOT to go.

It is truly astonishing that RM staff cannot follow the basic instruction to send a parcel to a post office.

The website is a complete mess. it is an endless maze of FAQs with no actual help and no way to contact a human being.

Phone support? Only if you’re prepared to waste over an hour of your life each time you call, and even then, the person you finally reach has no ability to resolve anything.

The “webchat” is laughable! It is just a useless bot that sends you round in circles.

To top it off, thanks to their incompetence, my fiancé’s birthday gift is still missing – and it’s now Wednesday.

At this point, one has to ask: when will RM finally collapse under the weight of its own inefficiency? It is by far the worst postal service in the UK: outdated, disorganised, and completely indifferent to the people it’s meant to serve. Avoid if you value your time, money, or sanity.

Horrendous trains! Always filthy, the loos are disgusting and soaking wet with god knows what, there’s never any loo roll and the taps don’t work. The seats are uncomfortable and cramped and people can be seen smoking are vaping on the train. Do not use!!!

I had an absolutely fantastic experience, thanks to Simon Cooper and Lizzie Smaldon!

I am beyond thrilled with my new car. Simon and Lizzie were both incredibly attentive, friendly, professional and were always keeping me updated throughout the entire process and were also always available to answer any questions I had, no matter how small or impatient I got!

Their patience and friendliness made the whole experience seamless and enjoyable. I would wholeheartedly recommend them to anyone looking to lease a car.

Simon was especially great at guiding me through the entire process and offering support, as this was my first time leasing.

Willow Leasing truly has an outstanding team!

DO NOT USE! The food has been rotten or mouldy the last 2 weeks for my sister (and again a few months prior when we last used them). Thought it was a one-off so I didn't mind giving it a go. I tried to cancel after seeing the second week of mouldy food given to my sister, but of course they say it's too late and that is when I find out they purchase the ingredients FIVE days before sending stuff out to you. So if you have 4 recipes like we had, you essentially have meat and veggies not being used for 9 days... so no wonder it's all mouldy and rotten. Then they make it as difficult as possible to cancel your subscription and pretend they didn't get your original cancellation request. Their customer care agents are useless and just copy and paste some fake apology but say they can't cancel the box (even though it's right there in their warehouse). They are despicable and the food is disgusting, do not use these clowns!!!

Our trip through Wix was EPIC! A huge part of that was the amazing tour guides we had throughout the trip in India, especially Jay in Jaipur. They were all so attentive and knowledgeable and nothing was too much trouble. We did not have to organise anything, it was all taken care of by Wix - this was a huge bonus for me personally as I am usually the one organising everyone and everything :-)

The hotels we stayed at were also impeccable with some of the best service I've ever seen. I can't sing the praises enough for the whole trip, it was so fun!

Nice and easy to use, great deals, happy customer :-)

Not happy with the experience sadly. Although Chloe on the live chat was very helpful, I did specifically ask her (before purchasing) if the beds could be delivered by a specific date and she assured me they could be, for a £45 delivery fee (!). The items were delivered too late to the courier company so we did not receive the beds in time for our guests, so they will be sleeping on the floor. I wish I’d known this would’ve been an issue as I would’ve ordered from a different company. Not happy at all.

Really quick and friendly customer service. My order was regrettably lost but Stuart was quick to offer me a refund or replacement. Very pleased with this customer service despite the situation.

Thank you, Stuart!