Jim

Interesting how customer service jump on the positive messages, and tend to apply delaying tactics when there’s a legitimate complaint, they provide a link to submit a complaint on another web site.

Is it no wonder why they are rated 2* on Trust Pilot.

Easy to find product and easy to use the web page to order the item

Yet another company where the interaction in customer service is automated, where have all the humans gone, theres no such thing as a good customer experience when companies rely on AI.

When you want to talk to an organisation about poor service there’s valid reasons why computers should not used.

I’d did want to complain about a delivery from Dpd, but even trying to do that means using Nespresso customer service but both are just as bad, needless to say Dpd have had a mention on Trustpilot.

Sorry , but computer generated names don’t wash it with me, lve worked too long in CS to realise lm talking to a human on live chat, the use of grammar gives it away.

Placed the order everything went fine, requested that l delay shipment as l was out of the country ( still until end of month) advised that this could not happen.
Order was shipped, royal. Ail advised that it was delivered to a designated safe place that being a porch at my address, l don’t have a porch, nor do l have a safe place, so will have to wait and see when l get back home at end of month. Post sales service is poor, still waiting b on feedback from a post l put on Trustpilot, meanwhile order is shipped, so, lm guessing alls good at glasses direct, they got their money and shipped the order.

What a great tool Trustpilot is, as soon as l submitted the complaint, ID mobile Abulele representative contacted me and sorted the issue out in less than a minute.

It proves the AI may have its benefits but in this example , a complaint immediately engages a human, well sometimes.

Thank you Abulele.


Where are the human beings in the customer service process ?
Sometimes people prefer to talk to humans instead of Bots, 5 times in the past 15 minutes lve been stuck in a continuous loop with the “ID Robot” that has asked the same questions about my acc number , phone number and address. You need to start allowing the human element to your customer care process or you will lose a customer.

Don’t really see why providing my number will allow ID mobile to understand the process , will a Robot or a Human call me.

31/3/25 One full week and no acknowledgement, only leave positive feedback for Handpicked Hotels as they don’t deal in negative reviews.

It’s time this organisation took a long hard look at their approach to customer service. I have spent most of my career working in the demanding CS Industry. There are Globally recognised processes & KPI’s that should be used daily within organisations alas Handpicked in this example fail terribly.

I submitted a complaint and have yet to receive any acknowledgement that it has been received and that somebody has been assigned ownership.

When you pay for a service, and that service is not delivered you’d expect somebody takes ownership, responds and acknowledges there’s an issue and provide an acceptable timeframe for resolution .

Handpicked @ Norton Edinburgh fails on all CS categories.

Recently transferred over to EDF, and have found the customer service reaction and answers to my questions very poor. I have a smart meter that EDF takes their readings from to subsequently bill me for energy used.
I asked about having an in home energy usage monitor and was told that because my current smart meter is no longer smart enough that an in house meter will not be compatible. So,they can take readings via my meter remotely but their in home meters are not compatible ? They will both be using the same Wi-Fi .Is this a ruse to change my current smart meter, has anyone had this experience…..maybe the recent move was not a wise choice after all. Starting to shop around after 4 months.

Good products, good prices all backed up with a good service , well done Golf on line

1/3/25

Attn Virgin Money.

Thanks for your reply, it’s amazing that you encourage us to chat on the line but when l call l face excessive wait time , l think lve made my self clear now. I wish to 1) stop paying for insurance that l don’t want and 2) close my account ( request submitted 28/2/25) .

Best regards J Miller.

For the last two months lve been trying to switch off the insurance plan that is provided as part my account with Virgin Money. I’m Basically closing my accounts and moving to a new supplier. In January l received a txt message advising that the account will go into overdraft status as there was no money in the account. They took the payment for the insurance l cancelled. Today the last day of February the same overdraft message arrives, the same issue. They have not switched off the insurance!. I’ve now exchanged emails from the bank advising that l cannot close the insurance due to the wrong email address being used ( l have two) l explained this and submitted two new cancellation requests using both emails, again the same response.

This is poor customer service , they are happy to take money from me despite having no deposits in the last year into the account, surely a responsible bank would enquire why and contact the customer or are they just hell bent on taking the money for something lve been trying to cancel for two months.

It’s only 12.50 per month but it can soon add up to a lot of money if you are not on top of these guys.

Just be aware , it’s lesson learned here . But don’t rely on the Bank contacting you, particularly Virgin Money

Great customer service and a great product! We will be recommending and hopefully using Blinds to go again.

I found the initial advert attractive enough to consider buying a pair for myself then l seen the option to Tip ?.
What ? Who am l tipping and why …… anyway done a few more checks and abandoned any potential sale l was considering. Made in Italy bollocks.

Second complaint.

Once again the Bank of Scotland lets me down, everytime l try to do some internet banking that requires telephone verification the call from the bank fails, lve spoken to somebody off shore in the “ Customer Service Organisation” that assured me everything is ok, well lm sorry it’s bloody not ok !

Despite many complaints and posts on Trustpilot you’d think that the bank would read the comments and take some kind of responsibility to reach out and try to resolve this issue.

Evidently they do not read Trustpilot. Times up Bank of Scotland we are finished , after 35 years.

1st complaint no response :

I really wish l could give a lower score, every time l try and do some online banking the process fails at the 4 digit security code, everytime l try and contact the bank they advise that they are busy with an unprecedented number of customer enquiries and that the wait time is generally 30 plus minutes.
The customer service at this Bank must be the worst in the Industry, l complain and get no response, or on occasion l talk to an overseas contact centre. It’s just not good enough , time for a new bank after 35 years the penny finally drops.
Faceless unhelpful customer service ……

Great service, very quick and deliver to expectations . I would highly recommend this supplier. One point of note. It may be worth while advising customers about the storage and disposal of lithium batteries.

It’s topical at the moment.

Great value and the help desk done their job when l enquired about the product l purchased, cannot complain about anything.

Would be good that Wilson in this case provided iron covers , unfortunately Golf on line don’t do these specific covers so l had to buy them elsewhere.

These 5 stars are for Trisha , she resolved my problem professionally .

I had agreed to upgrade broadband , despite assurances from 3x Openreach Engineers that the line is 100% ok, l cannot access the Internet.
They advised that maybe the new router had not been activated properly, lve now been trying to contact v4 daily since the install on the 26 th day July. With no response. Hence this post.



Update. 23 August 2024

Finally the help desk coordinator Trisha walked me through the technical configuration for the set up of this installation, she done a great job.

However the lack of communication during the installation which involved numerous third parties was concerning , and theres always an assumption that Im at home sitting in the house waiting on a call from the v4 Team, I work.

I think v4 dropped the ball early in the process, luckily you have a technician called Trisha that helped me get a solution.

An excellent location, albeit restaurants are mainly in Agia Nappa, it’s a pleasant walk . The Hotel had a nice feel and was not too big. We were there for a family wedding so it was just perfect, much to the extent that we’d consider booking the Hotel for a holiday . We’d just have to look at flight times as the return flight to Edinburgh when there were no public transport or taxis available.

I had been a utility and Solar panel Customer with SO Energy until dropping them about two years ago, retaining my Solar Energy account. SO Energy continued to sell energy back to the grid on my behalf. Granted it’s not much but in this day and age every penny counts.
Recently l noticed that l was in credit , and enquired if this could be transferred back to me. The advisor told me that because l no longer have an account ,l could not get this money returned to me. Meanwhile they continue to sell my energy to the grid.

In the days of e-commerce and the ability to move money from one account to another , l cannot understand why SO retain what’s legally my money, and l can only get it if l find a new solar panel provider and close the account, something l don’t want to do.

Has anyone had a similar experience?

Made it easy for me to get new car insurance, it’s the first lve used you, but will definitely do it again .

All very easy to complete and prices very competitive , lve saved over 200 pounds by moving from a provider with whom lve been with for over 20 years, wish ld done it earlier.

Easy to order .although Ive a query awaiting a response to 13/10/23, kept up to speed with the delivery, it arrived earlier than expected so on the whole a good experience although Ive still got an outstanding query on one of the products .