nicola gleadow

Excellent service from start to finish.

Absolutely stunning gifts.
Excellent service from start to finish.

Disgusted to see my order cancelled but received no communication to tell me this

Ordered a Halloween cookie on click and collect.
Not the instructions that I ordered for it but better. Glad they changed it .
Well done for the initiative ideas

Purchased a 20L tub of eco grit. It arrived the next day but the tub was damaged. A split on the bottom and on the side.
I didn't realise this until I had taken it out the box and carried it through my home to my back garden. Contents going onto a brand new carpet.
The box was a normal box with no packing inside to protect the contents and no fragile label.
So I contacted them on messenger but received nothing. I then contacted live chat and was told I would get a replacement.
Chased it up on messenger again to actually receive a response from Natasha saying I should have had a email and she would give the person a nudge.I then received a email by Courtney that I could have a new empty container. I was extremely disappointed with the comments and communication .
Asked if I opened the box in front of the driver as a witness? Who does this? What driver would stand and wait for you to open parcels to make sure its OK?
How they don't ordinally cover any damage to the items within the recipients home. The tub arrived damaged.
That the contents will be in the bottom of the box still.
The tub is split in 2 separate areas. The contents are escaping, and I have asked for a replacement and for the damaged one to be collected.
Nearly £100 for a damaged tub ? I have not opened the lid so I have no idea about the condition of the grit. It could have been in the warehouse damaged and went unnoticed causing the inside to be useless for when the time comes when it would be needed.
I have now asked PayPal for help as the live chat has vanished and I've received no response when I asked for it to be sorted today.

Reply
The replacement should be a 20L tub including contents.Not a empty tub with 5L. Courtney does not listen. Your policy for damaged products is not being used.

Absolutely fantastic service from start to finish
Thank you

If I could do zero star I would.
There was a technical glitch that had items at 15% yesterday.I went to purchase some items that was in the sale. So in the basket price was not the same So I contacted customer service.I spoke to Amelia on Instagram, where I was told it was a technical issue but that it had been corrected. 

I therefore went back to complete my order, but the sale price had actually been removed.  When I inquired this she then told me that the sale was the glitch. This had not been clear when she gave me the answer the first time which I said was misleading me into purchasing full price items.
I then asked if a company that say they are good to their customers would they honour the price as a goodwill gesture which on her reply I was refused. 
I decided a complaint in by email as I found the whole situation misleading to their customers.
I have just received a reply from Melanie Dommett-Ravenscroft a member of the Executive Customer Service team which said " We’re aware that there was a glitch yesterday morning where all items were showing a 15% promotion, when it should have been selected sale items only. Our IT team has now corrected this fault.

Any customers that successfully placed orders at the reduced price were contacted to inform the full price would be charged. They were given the option to cancel orders on this basis. No customers received the promotion for non-sale items. This is why we’ve been unable to honour the price difference, to ensure that we’re being fair and consistent to all our customers. This is in accordance with consumer legislation, which does allow for genuine technical errors.'

The amount of money they receive from customers and they couldn't honour their mistake but they can send out discounts on sparks accounts for certain clothing that they have chosen.
Absolutely disgusting and extremely greedy.
They've lost a customer due to their greed, and misleading information.

During this time were money is tight you would think they would care about keeping their customers.

Bought 2 gift box sets for Christmas gifts. Both came damaged clearly damaged before packaging.
Customer service offered a refund if I returned them for inspection. I stated how that would leave me without gifts as the refund would not be through in time for me to buy more from another company.
Asked for a grievance to be placed as the packers should never have sent them out. Was offered 20% refund to which I said no thank you if it is a way to not carry out an investigation as to why damaged products were sent out.
I was then told they have no complaints department as they are trained each to handle complaints. This is not a standard I would expect from a large company.
I have been rescued by Amazon who sent out the same products packaged beautifully. The damaged item will be taken out of the boxes placed into the charity basket.
This was my first time online and sadly the last time.
I rely on using online shopping for a reason and expect the same customer service standards from which you would receive in a actual store.
Please be careful if you are buying from this company and you are housebound like myself.

Response for their reply
I have stated numerous times they were well packaged and so I know for a fact the damages were not during transit. I am also waiting for a response about my complaint. Seems to have fallen on death ears

Very easy and convenient

I am deeply disappointed in the packaging quality of the giant cookies. The box was so flimsy that when taking it out of the bag, the cookie slid out into the bag. This was a gift for my son, and due to this it ended up cracked and on top of the receipt that could have germs on. For the price increase, I would expect the packaging to be kept to the standard that it has been in the past when the cookies were only £8.
I messaged them yesterday on Instagram they looked and ignored it. I tried again today and the same thing happened.
Very very disheartened and may have to look elsewhere after years of loyalty.

Excellent from start to finish. I will definitely be shopping again.

Bought 3 new books and the estimated delivery was meant to be 13th. I was sent an email from royal mail that it was being delivered.
The parcel was unable attempt delivery (no idea still) asked the gentleman in the customer service to contact royal mail but he had no amenities to do so. Parcel arrived today 14th and its missing 2 books.
I rang to only find out that the order was split. They source new books from other companies. So other 2 books were on their way to the warehouse. I asked when I would get them as they were a birthday present for Saturday (16th) bare in mind I bought them a week ago I was told they wouldn't arrive until the 23rd.
When I explained I needed them sooner Akash assured me they were being delivered at their on Friday then changed it to the 16th????. They would send them express to me 1st class for the next day. I replied 1st class doesn't mean next day. So I asked for his word that if "I tell the bairn the books will be here for Monday they will?" To which he replied yes.
I asked for an email copy of our chat as proof which I was assured to get and guess what ..... no email
This has truly put me off using this company again. In future I'll go to waterstones and donate a book.

Gave this company another try and sadly was extremely disappointed.
I spent over £50 and thought I would get free delivery but upon payment i didn't realise that vat was not included. Ended up paying nearly £6.
Even though the pop bottles were safely bubble wrapped the sweets were not. They were in a small box without any padding so therefore the chocolate wand was broken,the chocolate hersheys bar was broken and to add to it one of the lollipops cover was damaged. This caused the other sweets to become sticky.
When I contacted the company through Facebook I was told that I could have a refund for the bar and lollipop or a discount code for the next purchase. I would not with the wand without photo evidence. With it being the next night I have already allowed my son to eat it because it was damaged and I had already contacted them.
I asked if I could have a replacement of the lollipop and bar as they were for a special Christmas hamper but their response was "Unfortunately, we are unable to send items of such value without incurring a substantial cost for the parcel itself."
Very disheartened and disappointed with their customer service.

Fantastic service from start to finish.
Real value for money

Everytime I have to get onto the phone I have hassle. The communication is terrible, changes are never straight forward. They take no notice of your requests and waste your time because no doubt whatever was sorted in that call is needed to be sorted at least 2 more time's.
So 30 minutes on Friday, 30 on Saturday and still waiting to see my new contract email.
There is no other way than to ring. I tried being connected after the bot questions twice and was cut off even though it said it would stay open.
Facebook is not on messenger so I am unable to speak that way.
Phone call is the only option and is very stressful due to language barrier

This company always goes above and beyond for it's customers.
The service from start to finish is excellent.

Myself and a few friends decided to meet up for a Christmas treat (brunch).
Was a very special treat as we're all in a situation were that day to day bills took all our money and special treats went out the window.
So we booked it and saved what pennies we had to meet up.
So imagine my horror when the bill came and there was a service charge of £8+ added and a charity donation (no idea which charity) without the choice of removal. When I booked there was nothing stated about this either.
Now we'll all had £30 and was going to tip the girl with the £6 pound which was fair in my opinion as one of the girls was unable to have her choice of drink and one of my drinks came without the show.
So imagine the embarrassment as no one apart from one girl had brought bank card. So luckily she had a few quid and was able to pay part of it on her card.
Very upsetting that this happened and it actually ruined what should have been a very happy occasion as I had not seen them all year.

Being generous with the 1 star.
First and last order was placed on the 19th November. Received a tracking from Evri,kept an eye only to see a delay on the 27th. I have repeatedly sent emails on Facebook asking for help from the free delivery code not going on too Evri no show and asking them to contact Evri.They are ignoring all my messages and I now see that the parcel was ment to be delivered but my partner says there had been no deliveries.

Terrible service when reaching out for help through their mistakes.
Was sent a coupon for £10 off £30 or more, expiry date 31 October 2022.
Rang to receive a range of excuses when I asked for help to why it said it was expired when I tried to use it on a beetlejuice teddy yesterday.
They said there was complications with uk codes.
They said they couldn't update it because the code excludes the beetlejuice teddy. When I said that I had looked into the disclaimer nowhere does it say this. How harry potter range, pets crossing and paying for a party are included and then it says some other's MAY apply.
When I explain this then the attitude starts. I explain it is stating expired not "not applicable " then I read out it again which it says or past orders so she says that she can't because it's a past order. So again I state that it was placed yesterday and how I reached out twice before placing the order and then again after. How it was the fault of the code for it not being included so it is not a past order. So it goes back to how it's not included. The customer service girl was not at all interested and wanted me gone ASAP.
I then asks to put in an offical complaint as it is a very misleading way of getting people to spend. I speak to her supervisor Danielle who is just as happy to help.
So all they can offer is postage refund but they can not do anything about the £10 as it says merchandised Ted's don't apply. So again I say well no it doesn't say that and if that is the case change it to all merchandise products on emails in future. The reply i got was that there are so many they couldn't keep changing it.
So they can make it so vague that they can decide to help or not when the mood takes them. Again I state if you say all merchandise then all would be included and I wouldn't have wasted my time.
Then I ask for proof that my complaint is logged in I then get told there isn't a way to do so.
So I ask for either an acknowledgement on paper or email to which she then agrees.
Now build a bear Ted's are not cheap and I think this is a con to start with but what with that, misleading emails and crappie customer service well I would be better off going to a toy store were you get excellent service. Loosing customers everyday I would not be surprised if it went under.