Ed Butcher

Ordered online and paid with my bank

Requested deliver and paid the £1.99 extra to deliver to WsM store

No acknowledgment received, chased email to customer support and no response yet after 2 days

Will give it a few days just in case something happens before raising formal complaint and seeking return payment

1056805396-A B and Q order, handled direct by Furniture online

UPDATE : 8th Nov
All now duly completed and support once issue with comms was sorted and superb support through to delivery this afternoon

Rating changed to a 4* unfortunately could not do 5* purely on basis of initial issue



UPDATE :5th Nov- Comms now resolved and clarity received regarding status and delivery situation with courier making contact with us shortly

ORIGINAL:

A organisation is only as good as its total service, never more important than when something goes wrong

Order was easy via b and q

Delivery was speedy

However on opening parcel glass top has chip with signs of damage to internal foam etc
Reported immediately yesterday morning early am , finally got some feedback later in afternoon after sending many pictures of issue, the last one advising 3/5 days for delivery

Where is the urgency to correct, I have already spent time and effort on something I should not have had to and had to re pack table top ready for collection

yep pretty damn upset, we understand things happen, but would have appreciated faster reaction to rectify

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IF307923

Delivery was inside the allotted window, and the drivers very polite

Only issues were;

Day before I received a message to say delivery will be close to 7am, if this is a problem let us know, this was not an issue for me. However got up at 6:45 only to sit waiting until 8:40ish for delivery!!!

Secondly when I carefully opened the table top there was a chip on the edge, now I am unsure where and when this happened, but am making yourselves aware that I immediately messaged drivers, and spoke with B and Q as I am now stuck without a dining table, be aware if you deliver a replacement I will ask drivers to wait a moment so we may check

Repeat This is not a blame as it would need to be checked by seller

100621586

Order placed online for TCL tv advised very quickly delivery was 3 weeks

Price was very good with free delivery

Goods arrived on time, good quality

Highly revommended

Looking for soft pillow top mattress

Welcomed politely into store and left to browse with not pressure, once we identified the style Sam was available to assist with our questions and was knowledgable and advised ref extras but never pushy

It was a actual delight shopping with no pressure

Delivery only 2 weeks as well do i will report back once we have tested the bed for a few weeks

But thanks Sam

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REMEMBER ALL PURCHASERS IF YOU HAVE A PROBLEM DO NOT FORGET YOUR CONTRACT IS WITH COMPANY YOU PURCHASED FROM AND NOT THE MANUFACTURER!! DO NOT BE FOBBED OFF, THE SELLER MUST SORT DIRECTLY, SUGGEST YOU SEEK CITIZENS ADVICE IF NOT FULLY CONVERSANT WITH LEGISLATION

ANYONE CAN DELIVER A PRODUCT AT GOOD PRICE NEXT DAY, WHAT COUNTS IS SERVICE IN THE EVENT OF AN ISSUE - CHECK ALL LOW SCORE REVIEWS FIRST WITH ANY SELLING ORGANISATION

UPDATE : 26th October 2025

With PayPal help have now issued a full refund, HOWEVER I had to send back at my own cost ( but cheaper using Shiply), using my funds which is AGAINST CRA2015 UK LEGISLATION when the product was formally by email rejected, and ignored by them !!

SO TRADING STANDARDS HAVE BEEN ADVISED OF A BUSINESS POTENTIALLY FLOUTING CONSUMER LEGISLATION

FOR THOSE HAVING ISSUE AFTER DELIVERY CHECK YOUR CONSUMER RIGHTS AND LOCAL OFFICES

ALSO AS THEY HAVE BEEN WINNERS OF UK WIDE AWARDS MAYBE A CONTACT DIRECT TO THE AWARDING BODY TO INDICATE ISSUES WITH ANY CUSTOMER SERVICE ISSUES!

Currently albeit main purchase cost has been refunded by PayPal the refund of my extra costs to ship back needs to be considered, as my rejection under CRA2015 due to their lack of communication still stands as not disputed by them


UPDATE : 16th October 2025

Still with Paypal, limited unsupportive comms and a definite attempts to not recognise UK Legislation under CRA 2015 where product had been rejected and seller is liable for collection at their cost

Anyone having similar issue, suggest seek citizens advice and possible reject product or if paid with credit card they may help

One should always make own judgement, but a company is only as good as its total service which includes post sales issues


UPDATE : 13th October 2025

Response below from Customer Service is usual brush off!!
If they read my review and updates correctly this mattress is not fit for purpose, sold as soft for side sleepers, from day one my wife is having painful hips in the morning and i am suffering leg pains!! This is not ‘bedding in’its not fit for purpose advertised, it’s not subjective when a customer experiences pain , and they insist you sleep on it for 50 nights!!! NO CUSTOMER CONCERNS WHATSOEVER
Martin Seeley advice on web page purports to goal being customer satisfaction and great nights sleep, WE ARE GETTING NONE OF THAT AND AS SUCH MARTIN SHOULD PRACTICE WHAT HE PREACHES!!

We have checked with various authoritive areas, and unless this is sorted amicably it will end in a potentially legal claim

We await manager review and response, meanwhile make sure Martin Seeley is aware and ask him if this action meets great customer service

😩😩😩


UPDATE : 11th October 2025

After 3 nights disturbed sleep and aches / pains, it appears this Soft mattress is more like medium and is affecting sleep
Potential NOT FIT FOR PURPOSE

Contact with Customer service, is you must use it for 50 nights and no due consideration to it is leaving us with sleepless nights and aches, so not the best Customer Support
I have offered to return and pay extra for an alternative mattress which appears to be unacceptable!
Difficulty now is await 50 days or consider other action viz trading standards for a product that appears not fit for purpose
Yes I understand Terms and Conditions, BUT, in certain instances logic must over ride a path unsuitable to customers
I have asked for CEO email !

SO BE AWARE - ALL MAY NOT BE AS ADVERTISED

Original initial feedback:

Web page easy to navigate and order

Comms really good

Update time slot evening prior

Call 1/2 hour before

Tracking shows position and map

Friendly delivery people

Mattress looks and feels good

Time over next few weeks to see hiw it does

Well trusted and respected they do what they say

Ordered vrs air filter yesterday, delivered to me next day on saturday

Superb service and good price

Ordered Tie on 17th Sept

Acknowledgement due collect 19th Sept

20th Sept chased through messenger chat, apparently on its way to store, i raised complaint as not one communication method used to advise of any delay or alternative delivery

22nd Sept chased again, advised again it was on its way to store
Also advised that complaints are actioned internally and i would not get feedback!!! I believe that goes against UK Legislation
Also advised that delivery date was up to 26th Sept!, i advised this was not the case the 26th was a collect by date, NOT a delivery date, and so far i have had no change to original date if 19th
I believed i was being run around in circles and asked for it to be escalated before i go to Directors and write a Trust Pilot review
This was sorted but as it was now late it was agreed fir someone to contact me in the morning

23rd Sept
I receive a further messenger chat to advise a manager will reach out to me within 24 hours

5 MINUTES LATER ….. without any prior notice of intent, i receive a your order is cancelled message and email and refund on its way!!!!!

Now that is bordering on Professional Misconduct

As no comms i expect using this form that an Executive Director reviews this, and details of Ombudsman is provided to me by email

Order ref 4503677053

Super fast delivery ordered saturday delivered on following monday
Great price as well
Very impressed

UPDATE 26 Aug
Delivery was achieved with courtesy of a pre advance notice of arrival time, hand over superb with polite friendliness, vehicle in pristine condition, and a box of local biscuits

My wife was a very happy lady

We could not thank the team highly enough a service above and beyond with no issues or frustrations


ORIGINAL COMMENTS:
Pre arranged viewing and test drive with Jake following responsive comms
Explained prior and on arrival that the vehicle was my wife choice and selection and Jake understood and co ordinated all discussion directly with my wife
No pressure test drive and answered all the ladies questions
Following short discussion with Jake and Chris an agreement was reached and to meet this target the car was organised to have its service carried out
Impressive service and as a result my wife walked out a happy lady with her low mileage Fiat 500 car to be available in a week and delivered
Our genuine thanks to Jake and Chris for the Professional and courteous manner in this sale
A delight for once to visit a dealer whom understood how to look after its clientele

UPDATE 15 Aug - complaint resolved to our satisfaction and issue closed in a very professional and considerate manner thanks you S for your key assistance
Rating changed to reflect corrective actions taken


Update - Complaint has been reviewed and in process with direct liaison , further update will be provided once conclusion is reached, but direct personal contact eases the stressful situation of not knowing if cancellation is being processed

Writing on behalf of my wife and her service plan
Despite requesting cancellation on 8th august to service plan 12WCW6 requesting immediate action, no formal response, except auto response, received
Chased and still no human response, now requesting CEO details and have raised a Complaint
Our dealer who sold car 2 years ago is no longer operating and therefore we have had enough of dealers, car, and now emac!!!
I will expect to be compensated for our time and effort in sorting this

Interested in a car so made contact by email as wished to understand why a indemnity was required and did it need to be paid
Since then no reply and in my opinion buyers dont need an indemnity if the selling organisation has done all their checks on the vehicle they are selling, and if they the seller are concerned , the seller should pay for an indemnity!!

Plenty of car dealers out there that dont make charges why would you want to waste your monies on something the seller should cover

UPDATE 15 JULY

Super handling of complaint, telcon discussing issues and assurances of corrective actions and improvements relative to the use of site and facilities for disabled users
Star rating moved to 4 to reflect such professional resolution

UPDATE 13 JULY 2nd edit

Duly completed the direct email link for further detail, now await investigation and response……

Update 13th July

Response received inadequate, makes no consideration to the DISABILITY ELEMENTS - with no guarantees that these would be corrected going forward

This clearly suggests their attitude to disabled patrons falls significantly short

They welcome us back at anytime!!! Well one would suggest without guarantees that is a ‘tongue in cheek’ response
So if you are or have with you a disabled person requiring wheelchair, hoist into pool then PARKDEAN ARE NOT FOR YOU

GIVE THEM A WIDE BERTH

PARKDEAN MANAGEMENT - PLEASE RAISE AS COMPLAINT AS ANSWERS AND LOSS OF FUNDS TOTALLY UNACCRPTABLE, YOUR FACILITIES DID NOT MEET DISABLED EXPECTATION


Parkdean Newquay
Booking ref number 11086861
4 nights from 30th June

I have left a review on trip advisor but some elements need further review by Parkdean Newquay as we felt let down by some facilities and no response from Parkdean to trip advisor comments

Site was generally clean and tidy, as was our caravan C8 a disabled unit but a few problems nothing major

Service in Bar and Restaurant was good and prices reasonable, shop little more expensive but that is to be expected

My daughter had booked privately a private rental specially adapted caravan as needed for a 12 year old in wheelchair with special needs, this is where we have concerns over disability support, her unit was right at the top of the hill on site which we knew but did not expect the issues below, which really need a disability review as in my opinion these are and should not be issues restricting wheelchair users


Parking near facilities is only 2 disabled spaces, always full wc 30th June, and if we parked in other spaces her rear entry disability van blocked the site road with the ramp out! Yes i did receive a few unwelcome looks from those that had to wait a short moment!
They need WHEELCHAIR ONLY SPACES SUITABLE FOR REAR ENTRY VEHICLES
this meant we had to walk from top of the site down and up the large hill pushing a 12 year old in a wheelchair! Not great
The swimming pool may have been ok for our grandson with disability however no one knew where or if you had a hoist!! So we gave up and went to the beach
My daughter had to pay £75 for entertainment passes for 4 nights, we went down and although access was ok whichever table we selected we were blocking other people using the next table, so we gave up on that and then found out by asking member of staff if they refund unused nights and were told no! So daughter £75 out of pocket

So site generally ok but attitude approach to wheelchair users not so good
My daughter did like the site as we did but we would not return unless firm and genuine guarantees to resolve these issues which were made worse by non refund of effectively unusable tickets

Finally a unit near ours was smoking weed!! Presume drugs are banned but we had to walk past this unit each evening !

After contact and sincere apologies the issue was resolved albeit a few extra hiccups along the way to resolution, management of clear comms on web site and or at order or acknowledgement required to ensure customers are not let down


Suggest buy elsewhere if you need support and service

My wife placed an order ref 4150230 on 21st June and had auto response to confirm

Several days later 26th June the delivery position is chased

They advise, a warehouse relocation and delayed ship due to backlog but will provide dpd data once actioned

So firstly, we would not have ordered if web page made it clear that there was a delivery issue
Secondly we would have expected the acknowledgement to include possible delay

We note in previous complaint that warehouse was up and running on schedule end may!!!

28th June still no advice on ship and as we are away until 5th July may have a problem and had to use our old towels as total and customer satisfaction failure

We wish complaint process to start immediately and have emailed customer services directly

Total shambles to how they used to operate

UPDATE 3rd JULY

A PROPOSED SOLUTION HAS BEEN IDENTIFIED TO RESOLVE OUR SPECIFIC ISSUE, THANKS TO THE YOUNG LADY AT TRUSTFORD FOR FINALISING

UPDATE 1st JULY
DESPITE REQUESTING SENDING INFO TO CUSTOMER SERVICE I HAVE ONCE AGAIN ONLY RECEIVED A CONFIRMATION ‘AUTO’ OF RECEIVING COMPLAINT AND THEREAFTER

Update - response clearly indicates reader and responder has not read the review correctly as several areas mis read, main one is complaint already raised and stated in review but no action taken by trustford to a complaint

A long term Customer, having only 2 years ago purchased our 2nd brand new car for my wife, as we wished to have a local dealer for onward servicing etc, and as my wife does not like to use motorways, hence easy location for drop off etc.

Had a recall notice for a Bracket to be replaced, booked it into Trust Ford WsM for 23rd June 2025, a few days prior we receive a call to cancel the appointment as the branch was closed on this date, I tried to call back but ended up on the line with the ringing tone for around 20 minutes, but no reply so hung up. A day later had missed call (we are invigilators so were unable to utilise phone during exams), eventually contact was made, and we were told not closed for the day, but permanently!!
We at that point had no prior notice of intent, and now were told we had to go to Bristol or Cardiff, closest being a 30 miles round trip, that my wife would not drive, so meant I would have to take time out to sort.
No offers from TrustFord for long term Customers to organise a pick up free delivery service to compensate for this.
We both do not like going to cribbs area, and it costs us extra time and monies.
We have now had to think what we do next as service is due in august so we plan to have bracket recall and service done at the same time - but somewhat stuck in where we can go.
we also took out a Trustford emac 3 year service plan, so do not know if we have to stick with Trustford or can move to another Ford dealer??

Letter arrived yesterday 25th June, advising of the closure, but no details of all the above, more like a 'Tough' this is your only options!!

I raised a online formal Complain form, and received an auto reply on the 20th June 2025, and to date not even the decency of reply

Purchased 096AGM battery on 3rd April delivered 4th April at no extra charge and battery price was best around
Exact sizes and spec but better crank start at 700a
Fitted easily and immediate difference

What a great service by this org

Highly recommended

Used for an issue with a online marketplace
Key issues;
Timescale around 17 months was not acceptable for the level of issue

When the organisation failed to make payment of funds due to me within 4 weeks following Ombudsman review, I had to step in and proceed towards possible court action as FO had no procedure to force a payment or penalise the org.

All finalised before i had to take steps after prior notification to the offending org.

Therefore FO need to have some ‘teeth’ to support their status and decision with robust penalties to any defaulting party

On the positive side

My investigator was polite and professional throughout, as were other persons whom assisted in the process

The FO as a whole need a shake up to sort, shame I am retired as my business acumen would have enjoyed a challenge

Score reflects all above

What a waste of time, the FO had a complaint running for 17 months before agreed closure, and even though I had sufficient details from HM Treasury to support a review prior to completion, the IA decided that she may do what she likes even though this was different to her peers
She advised that time is not an issue irrespective that they report way shorter than this period, but hey we are jo public and obviously way below her snobby nose!!
Pointless waste of time, at the moment you may as well take your chances with any Organisation at Court!!! Knowing she will still get paid for running a shamble of a organisation, time for HM Treasury to start investigating a bit deeper 🤷

Update - received a reply to my complaint email, and they were going to arrange a technician to call! Yeah right, to little to late, what utter incompetence
I am using a qualified original watchmaker to repair, as any trust here ‘gone south’ NOT THE ROTARY COMPANY OF OLD 😩

Emailed to identify if they could provide price for my rotary elite as the date wheel skips date, they responded by advising if i provide a contact number a technician will call me, i confirmed when i would be available which was after 11am same day and 2 DAYS LATER NO CALL 🤷😩

So will now find a local watch retailer and would NOT RECOMMEND THE SERVICE DEPARTMENT at all

Update 30th Nov
After contact from Duke Craft and support to this issue, this has now changed to a medium level purely on basis of quality at time of despatch

Delivery was very quick however product is sadly lacking in a quality finish, it looks as though they shipped an inferior product! It also appears that it would cost me to send back as i don’t wish to pay more i would just like it finished i will paint myself but since email sent early this morning no reply 😩 hence one must leave a negative review just check how bad the quality is in the picture attached