Eugenio

I contacted Wren Kitchens because I wanted to refurbish the bedrooms in my house. Sergiu visited my home to take the measurements, while Anand assisted me in the Slough store with the design. The showroom there is truly impressive, offering a wide selection of furniture and layout options. Both Sergiu and Anand were professional, helpful, and knowledgeable throughout the process.
Wren also provides attractive finance options, and their furniture is competitively priced. I found the quality of their products to be very good. In the end, I chose a proposal from a competitor because their design aligned more closely with my personal preferences. However, I still highly recommend Wren Kitchens and its team for their excellent service and overall experience.

I was scheduled to switch to OneStream on 3 November. Despite giving the company four weeks’ notice to set up my account and ensure the service worked from day one, the activation didn’t happen until 12 November.

The support from the Customer Service team could have been better. I spoke to several team members, most of them struggled to understand what was going one and were unable to provide for meaningful help. However, I want to acknowledge Ashwini from the Customer Success Team, who handled my complaint promptly. He reached out by phone and email, and offered to remove one month’s service charge from my bill once the service went live.

The issues now appear resolved, and the new broadband is working. If OneStream follows through on its promise to compensate me for the disruption and the extra costs I incurred due to the delayed go-live date, then I’ll consider this matter closed.

I have an account with eBay (username: eugenio.86) and recently sold an item — Large Ornate White Ceiling Rose Decor. The buyer selected DHL delivery, and I printed the DHL label as required. However, the parcel was never collected.

On 9 October 2025, I spoke with an eBay agent via chat who confirmed that if I arranged postage myself, I would receive a full refund of the postage costs. I followed this advice, paid £13.99 to post the item myself, and updated the tracking details on my account.

When I contacted eBay the next day by phone to follow up, another agent said she could not locate the case reference (1-498827331978) and told me I was not eligible for a refund. I immediately sent them the chat transcript and proof of payment — but I have never received any reply or the promised refund.

It’s very disappointing to receive conflicting information from different eBay agents and then no response at all to a legitimate complaint. I trusted their written confirmation, acted in good faith, and ended up out of pocket.

Customer service should be reliable and consistent — but unfortunately, that has not been my experience with eBay.

UPDATE: I received a refund of the postage costs on 16 October.

I’ve been an Octopus customer since October 2023. In May 2024, I installed a heat pump and had my gas meter capped. Because Octopus does not allow you to book meter removal before capping, I had to wait a full month for them to send an engineer, which cost me an unnecessary £7.73 in standing charges for June 2024.

Despite repeated requests, my online account was never updated to remove the gas contract. At least I stopped being charged after July 2024.

Fast forward to August 2025: I suddenly receive an email saying my gas contract is due for renewal. I reply immediately, reminding Octopus that I have not had a gas supply since July 2024. They acknowledge this, yet I then receive a new bill in August 2025—identical to my June 2024 bill, which I already paid by direct debit in August 2024.

I began an email conversation to get the duplicate bill cancelled. Each reply takes around two business days, always from a different person who has clearly not read my emails or attachments. After four replies from me, they still do not seem to understand that the August 2025 bill is a duplicate of the June 2024 bill.

UPDATE: I had to start a formal complaint procedure to have the bill removed for breaching Ofgem's back-billing rules. They did it, and on top of that credited me with an amount equal to my old bill. While I appreciate how my complaint was handled and the compensation provided, I still think the issue could have been resolved much sooner and without the need for a formal complaint.

UPDATE 2: The day after the 2024 bill was cancelled and I received a compensation, I was charged again approx. £10 for gas usage dating back to 2023! I don't know what's happening at Octopus, but this is a big issue, especially for people like me who are on direct debit. What if they charged me £1000s out of the blue? How can no-one control if a bill should be issued before charging a customer?!?

UPDATE 3: Octopus reacted promptly. They cancelled the second bill, offered a compensation, and made a note in my file that I should no longer be charged for gas supply. While my confidence in the company has been tested, I appreciated their prompt reaction and their compensation offer.

I initially chose the AIRA heat pump for its sleek design, competitive price, market-leading 15-year warranty, and strong performance reviews. Installed in May 2024, I was optimistic about the benefits it would bring, but unfortunately, my experience since then has been far from ideal.

The heat pump has encountered several issues. First, it failed to go into “away mode,” meaning it continued heating water even when I wasn’t at home. A leak soon followed, causing pressure to drop below 1 bar, and a series of minor problems required frequent visits from AIRA’s maintenance team. While the customer service and maintenance staff have been superb, I am growing tired of needing support so frequently for a supposedly reliable system.

The design itself has significant flaws. On several occasions, the app failed to communicate with the heat pump, and there’s no manual override system—a major oversight that limits control when there are connectivity issues. The external compressor had to be replaced because it was faulty. Since AIRA is only now establishing itself in the UK, assistance is mostly handled remotely from Sweden, but reaching their Swedish team is often challenging and time-consuming.

One of the most frustrating issues has been the pump’s abnormal electricity consumption overnight. As mentioned by AIRA in their reply, the issue has been resolved, and I appreciated the company's goodwill gesture towards addressing an issue I had with a radiator - an issue not caused by AIRA.

FURTHER UPDATES: My heat pump continued to work erratically, leaving me without heating or hot water on Christmas Eve. While I seriously considered legal action to have the unit removed and replaced with a more reliable model, a change in the company's customer care management led to a better outcome.

After several more calls, a new manager stepped in. Thanks to his efforts, along with the assistance team, my internal and external units were replaced for free between February and March 2025. The team also replaced a radiator, extended the warranty on the new units, and provided compensation for the issues I had faced over the previous 10 months.

Since the replacement, the heat pump has been working properly with only a few minor glitches. I'll wait until winter 2025 to see how it performs under heavier use before providing a final update.

When I initially purchased this heat pump, I knew I was getting a very competitive price and an extended warranty because the company was new to the UK market. I want to commend the assistance team for their diligent work and particularly xxx and xxx (apparently, it's against privacy policy to include names in Trustpilot reviews) for their terrific job in helping me regain confidence in the company and their product. I'm hopeful that after this bumpy start, I will finally be able to enjoy the benefits of this product.

FINAL UPDATE: The heat pump still does not perform as expected. Both the Nighttime Cooldown and Smart Tariff functions remain highly inconsistent, resulting in significantly higher electricity bills—since the system operates primarily during peak tariff periods. What’s more disappointing is that the Support Team, once very timely in their responses and support, has become completely unresponsive, despite the ongoing issues I’ve reported.

While I’m still glad to have replaced my old, polluting gas boiler with a heat pump, I strongly believe (hope?) there are better companies—and more reliable heat pump systems—than AIRA’s on the market.