John

Most of the staff have very poor knowledge of the products and terms and conditions and as a result regularly give incorrect information when asked questions. When challenged, the staff prefer to argue “black is white” and answer questions different to those asked rather than admitting their errors, learning from them, apologising and moving on.

This pattern is replicated in the complaints process which I can only describe as being “arrogant and inept”. Even when they are provided with evidence that eventually forces them to acknowledge they were wrong, this is done reluctantly and they still fail to provide unreserved apologies and an appropriate financial amount in recognition of the stress and inconvenience caused and time wasted.

The aforementioned demonstrates an overall unacceptable attitude towards members and customers. Furthermore, based on problems with the terms and conditions etc and issues with technology it would appear that neither the legal department nor the IT department actually understand the business they are working in.

I can see from other customer reviews that my experiences are not isolated. It is notable that all the negative reviews are responded to by asking the reviewer to contact them so the matter can be investigated and discussed further without recognising and acknowledging that is where they have already failed the customer!

Unfortunately, the current Chief Executive prefers to side with staff who have given incorrect information and cover for their failings rather than supporting members and customers who are paying his salary. It is very sad that the Society, which is over 170 years old and historically has a good reputation, is failing its members and customers under the current management and staff. However, there is only one direction for a business that puts ineptitude and vested self-interest before its customers and ultimately the management and staff will pay the price for their failings.

Information on website, general T&Cs, product T&Cs etc was clear meaning I did not have to call to ask any questions before opening my account. Online account opening and funding was easy and clear.

I spoke to Teresa regarding an ISA transfer and instead of just telling me what she thought was happening she went away and got me a proper answer to my questions. She also checked to see if there were any products I hadn't previously considered which may be more suitable to my needs. I found her positive customer focussed approach to be a "cut above" the general standard of customer service today. Thank you.

Before purchasing, I asked some questions via the chat function and these were answered to my satisfaction so I proceeded with the purchase. Downloading and installing the product was as per the instructions and went without a hitch.

Obtained refund of an unused 6 year guarantee which could not have been easier from a very customer focussed team. It is easy to see why Richer Sounds is more successful than most retailers.

I was out when parcel delivered and tracking said parcel left in front porch which I knew was not correct because don't have a front porch. Parcel had been left on front doorstep in view of road and pavement so anyone could have stolen it. Raining heavy so carboard box was soaking wet and damaged. Not acceptable.

The true test of a company is what they they do when something goes wrong. I had a problem with two cartridges but they were promptly replaced without fuss - so they passed the test! Thank you

Good service and product at a competitive

Very competitive prices and fast delivery complimented with excellent customer service.

Excellent staff in the Middlebrook store - very helpful and no heavy sales talk.

Good product at a good price with good and efficient service

Excellent communications so far except for an incorrect date for end of 12 month fixed period - the email referred to a date 12 months from application date instead of 12 moths from switch over date

Helpful advice on the product and good assistance with choosing the colour. Some pressure on buying 'Leather Care' - if this is so essential it should be standard and included in the price

I entered details of my mobile phone on-line, received an attractive offer which I accepted and received a prepaid postage bag a couple of days later.
Once they received my mobile phone and graded it, there was a problem with the revised offer being outside their terms and conditions. However, this was promptly corrected plus a small additional amount for the inconvenience caused when I pointed this out.
The money was in my bank account three days later as promised.
Overall very satisfied with the service and amount paid.