Yorkshirepaws

The wait times to speak to customer service are incredibly long hence the three stars. The initial response to my email was just a standard response and it was clear they hadn't even read my email.

The operator when I eventually got through was good but they couldn't do anything without a further delay as they needed to raise a case with DPD first before they could do anything.

There is a clear gap in process when the delivery issue is caused by the courier - DPD failed to delivery to the right address so the cold chain was broken. I've had to waste two days waiting in for a delivery (as if I don't sign for them - assuming DPD can follow a satnav on attempt two - I jeopardise my refund as per the FAQs) and also two hours of my day on hold and talking to customer service to have no clear path forward on a refund or new items been sent! So fair warning you either need to order last minute and only one so you can use within 30days regardless - or order well in advance so you have enough time to crawl through whatever the process is for sorting out courier errors to getting usable meds.

*update* the additional information is that even when it is the couriers fault you have to pay to return items to get any refund and you can only return one pen (ordered multiple) because even though you've told them you can't use for another few weeks they aren't interested because its good for 30 days so you can only get a refund for one pen.

TL:DR - the process for courier errors is crazy where you get to pay more to return unusable items for something that wasn't your fault AND end up out of pocket for £££ as they don't refund the full order if you order multiple pens.

The vets in the scheme are fantastic.

The scheme itself is opaque at best and challenging to deal with. So long as you want to remain in the scheme it is great - reminders from your vet etc.

Actual contact from HPC itself is non existant. They make it impossible to know your renewal dates etc without calling or emailing. There is no online portal despite this been standard in pretty much any other company that takes monthly payments.

When you do leave - they insist on taking another months payment yet then let you know you will be billed despite you having no notification of price increases or renewal dates to let you cancel at the ONLY allowable time.

They make it just so incredibly hard to know how much it will cost you to leave as you have no idea what the 'bill' might be beyond them taking yet another months payment.

This is really not good enough in this day and age.

To top it off the call handler will randomly hang up on you when you call to cancel and be able to provide absolutely no information on the cost of cancelling your subscription.

So all in great so long as you never want to leave the scheme. If you want to leave be prepared for them to bill you to the high heavens to wring every last drop of cash out of you despite them failing to notify you of price hikes and renewals.

Similar to another recent review - Dreadful level of service for claims.

They won't preauthorise, so you are sat waiting on them to review claim forms while praying they will accept the claim.

They have ignored 2 emails, 3 contact requests, failed to call me as promised on calls twice and caused me to sit on hold for around 30 minutes on each of the four calls I made to them to try find out what is going on (my claim was acknowledge 23 December).
On each call they assure you the claim is with the assessors but they are delayed and can’t give any indication when it will be reviewed.
For the amount they charge I am disgusted and have given up hope of them ever actually reviewing my claim so am having to work out how to pay the bills accrued to date myself despite having an insurance policy.
The complaints process is equally as bad, finally got a acknowledgement in the post 1 week after submitting it. But guess what minimum of 5 weeks to update on that (I’m not holding my breath).

**update** They actually called me back today....to advise they now have an internal IT issue preventing any assessment of my claim... with no date on when that will be resolved. So 6+ weeks since acknowledging the claim there is now further delays because they just noticed an "IT Issue".

Order from firstaid.co.uk, get an invoice that doesn't match the order number or value from sfag.co.uk with no statement confirming payment, have a pending payment from my account by 'Turtleskin, London' for the original order amount.

Called them - apparently all linked. The value differences is because between ordering and invoice (less than 12 hours) an item was out of stock.

Cancelled the order and called my bank.

In this day and age with fraud on the rise that disconnect between ordering and payment with that many company names is a big red flag. Absolutely no mention of payment been taken by Turtleskin anywhere on the website I could find.

My parcel was "delivered" but I don't have it.
A calling card was apparently left (it wasn't or at least not with me).
I contacted Yodel to ask for the photo to confirm if the parcel was left at my address they couldn't provide me with it. No way to verify the delivery and I still have no idea where my parcel was delivered to.
Called the customer service phone number only got the automation that told me the parcel was delivered. Total waste of time and the web chat expected me to go knocking on all my neighbours doors despite them saying they delivered it to my back door.

*parcel located two streets away totally different postcode. no thanks to yodel.

As with many others - disruption due to Covid-19 to be expected but the companies handling of it is shocking.
Only refunded a fraction of the holiday cost despite numerous requests for a full refund. They refused to even entertain giving any refund at all until 3 days before the holiday and I'm still waiting to see anything back in my account 2 weeks later. So we've had a week 'off' with no funds to provide any fun things to make the week a proper stay-cation.
There has been a total void of communication with my having to ring and email repeatedly to get any information..
I'm now trying to get the rest of my money back along with many others.

As previous AVOID if you can! (wish i'd read these reviews first)

Ordered a pair of walking boots - first time out in wet weather they leaked.
Sent back for 'inspection' - they advised they couldn't find a fault. Wore again and photographed my socks showing where they leak clearly and contacted them again. Apparently they lied in the letter and they hadn't even inspected the boots the first time i sent them back. They now want them back again to do another 'inspection'.
The customer service is shocking - they have blatently fobbed me off in the letter when they sent the leaking boots back to me and are just stalling for time leaving me with unusable products and no money to get a pair I can use.
I am out of pocket £125 with boots i can't wear unless it is dry as a board outside.
As other comments have said - I've never had this issue before when boots leaked even when a pair leaked 12months after i bought them the retailer refunded straight away! Absolutly shocking retailer.

I used a Worcester gold accredited installer expecting a quality service. He left no documentation and gave no guidance so the day after installation when I bled the radiators had no idea where fill pipe was to remedy and he didn’t answer our calls. Have ongoing problems with water temp dropping off installer says never had a problem ring under guarantee and Worcester say up to installer so will incur a call out charge. So expect further expense if you have issues even if you go with an accredited installer.

Pet insurance renewal is a joke.

On renewal my dog is now over 1 so I expected it to go down, renewal came through at £380! Thought it can't be right went online can get identical policy with them for £200!! Called them to ask they honour THIER quote - can't do that. Tried to fob it off as online discount/delay in cover starting/comparison site discount. Absolutly no respect for existing customers avoid. Luckily I had no claims and can go elsewhere for lifetime cover now.

Signing up at the vets was straight forward. First round of flea & wormers no problem , he needed an extra dose of wormers again no problems. My only annoyance is that they don't send reminders for you to pick up flea treatment so have to diarise yourself to get maximum benefit. Vet surgery gave no info on additional benefits such as nail trimming but healthy pet club have all the info on their site. All in not a bad option for a new puppy.
**update** I’ve had text updates this year so it’s been much easier to remember to pick up treatments!