Christina Hughes

Very poor customer service. I placed an order for some Felix cat food, all fish flavours as my cat prefers this to meat. The product code I ordered was correct for the flavours I wanted to receive. When the order was received, it was not the product I had ordered, and looking online, it was a completely different product code. I called immediately and was initially impressed that I could talk to someone on a Saturday morning. Sadly that’s as far as my “being impressed” could go because it was all downhill from there. The customer service member agreed with me that I had received the wrong product and asked me to take photos and to return the item via Royal Mail, and I was sent instructions as to how to do that. All good so far. I was told I would receive the correct item and she agreed that they had made an error. Great. Royal Mail collected the item and then …. nothing. I made two further phone calls, having to explain the whole thing each time. In the two subsequent calls the person I spoke to (different person each time) agreed that they had made an error. However, apparently there had to be an investigation so they could establish how the error had happened. I said during the third call that, however it had happened was irrelevant to me, as I just wanted to receive the cat food I had ordered, or receive a refund for it, because the error definitely wasn’t mine. I also said I was unimpressed that the cat food was being delayed for the result of their investigation, especially as three people at Animed had agreed that their picking team was at fault. I asked to speak to a manager and I was promised a manager would call me first thing on Monday morning (this was Friday afternoon but clearly the manager wasn’t available). No phone call came of course. Today I’ve received an email from Megan, who has obviously not looked at my original order, product code, or the notes of the various phone calls, because suddenly I am at fault. Apparently, according to Megan, I thought I had ordered a different product altogether and have returned the correct product in fact. Complete nonsense of course, the item she suggested I “thought” I had ordered didn’t even feature in any of the conversations I had with customer service. I’ve run my own business for forty years, and am perfectly competent and lucid, more than able to read a product code and have proof that I ordered a different product from the one I received. The very worst case of poor customer service: Blame the customer for the company’s error. Had they accepted responsibility for their error and not tried to blame me, I would accept the refund (got the item elsewhere £7 cheaper now anyway) and that would be that. But because Megan has decided to place the blame at my door, I will be taking this up with their local Trading Standards office. I can see I not the only customer to be treated badly. How do they stay in business? Avoid this company like the plague.

Such a wonderful service from this great company. Initially my delivery address was wrong on the confirmation order, but it was quickly sorted and my gift arrived exactly on time, on my friend’s birthday, despite only ordering the day before. Not the first time I’ve used MailBakes. Great quality, even greater service and I will definitely be using them again. Thank you.

It was such a relief to talk to David Smithson and later Michael Woodward regarding liquidating my company. Michael was so helpful, explaining every stage; he was patient and understanding. I can happily recommend Leonard Curtis for insolvency advice and action.

Very impressed with the whole experience. I reported problems with my kitchen lights and light switch in the morning and by late afternoon the issues were fixed, by an extremely friendly and competent electrician. No problems at all. Would definitely recommend.

Very easy to order, and quick cost effective delivery. My only negative comment would be that my two items were delivered separately, within 15 minutes of each other, by two different DPD couriers - both absolutely lovely. However, I can’t imagine that the £6 price I paid for delivery could possibly cover the cost of the two deliveries in two different vans. Other than that I was very impressed by how easy it was to buy , and have delivered, my new laptop and keyboard. Thank you.

I would have happily given five stars except for the fact that you rely on Royal Mail with your “next day” deliveries and they let you down every time. My latest order was due to arrive last Tuesday but in fact was delivered last Thursday, so it missed the special occasion it was for completely. The contents of the cream teas are always fabulous but the delivery is appalling when Royal Mail is involved.

Lovely driver. Always polite and friendly.

Ivo, my local driver, is always polite and friendly and my deliveries have always arrived at the notified time. The DPD app is very useful and easy to use.

I ordered several weeks ago and my promised delivery date was two days ago. I phoned customer service but nobody answered, so I left a message. Nobody has rung back. I emailed and I’ve heard nothing. The cheeses I ordered were needed for an event on Sunday and so I will be cancelling my order and expecting a full refund as I will now have to go out and buy alternative items. Really poor service. No communication from them to say the order is delayed. **Update** As I paid by PayPal I started a complaint with them, and sent the order confirmation which showed a promised date of 23rd November, PayPal refunded me immediately. Thank goodness for PayPal, I may not have got the cheese but at least I’ve got the money back. I’ll never use this company again.

Very disappointed with Doves Farm. I placed my very first order, but didn't receive any confirmation, and the account I set up didn't seem to exist. so I placed another order and set up another account using my second email address, because their website wouldn't accept my main email address. I then received delivery confirmation for both orders, so I emailed to explain what had happened, and to ask for a refund for the first order which seemed to have mysteriously disappeared from their system, so I couldn't cancel it at all. I received an email to tell me to refuse delivery for one of the orders, but both were now on their way. Once I confirmed that the refused delivery was on it's way back to them, they said in writing that they would refund me in full. I did exactly that and to date, despite several reminders, all ignored, and a phone call today, which also seems to have been ignored, I am still waiting for the promised refund. I buy a lot of flour and had moved my purchasing from Matthew's Cotswold Flour purely because the prices at Doves were cheaper. But the customer service stinks and when 44% of all the Trustpilot reviews for Doves Farm are just 1*, I think that speaks volumes.

I called in to sell some shares, which I had never done before, despite holding an II account for many years. I spoke to Karen O who was absolutely lovely. So patient, explained everything to me as we went along, and assisted me in any way she could. I was so grateful, and this whole experience made me realise that I should have been trading long before this, as the customer service at II is exceptional. Thank you. I look forward to the next time.

Excellent service. Full sized sample tiles at a vastly reduced price and all fully refunded when I placed my order. The tiles I chose are a really unusual pattern, and were just what I I was looking for. The tiles arrived promptly and without breakages except for two little edge chips.