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Jek F.

2
Level 2 Contributor
Brighton, United Kingdom

Contributor Level

Total Points
768

7 Reviews by Jek

  • ao.com

2/29/24

Just bought a Fridge freezer online, with their complete package to deliver, unpack, unplug old unit, plug in new unit, remove all packaging and recycle old unit, which all sounded perfect.
After payment online, received several emails confirming purchase, delivery dates etc plus an email that states old unit must be defrosted entirely otherwise extra charge, or cannot remove, recycle.
How AO expects customer to defrost a fridge freezer entirely, which would take at least two days, before the new unit arrives, all the food would be ruined.
There was NO mention of this requirement in their recycling service prior to payment.
Called up to query, told it's to prevent water leakage in the van etc, but what about all our food in the freezer?
Cancelled order.
Went to another supplier (Indian dish), their website recycling service clearly states; prefer unit to be defrosted, however if not possible, no worries, they will seal the door and take the old unit away.
That's what I call service from a company that understands customer's needs.

Tip for consumers:
AO can request unit be defrosted entirely, but should have been stated during sales pitch for customer to decide, plan alternatives etc. To make such a operational request after payment, is not reasonable.

Products used:
none, cancelled order

Service
Value
  • Govolo

1/2/20

Found a good flight with suitable times online at a good ticket price and proceeded to book, after selecting seats, I realised this option was going to cost £38, so went back to deselect seats and after ensuring nothing else was selected I proceeded to the credit card payment section, where the original online ticket price (without the seat select fee) was still on show as total payment, so I inserted my credit card details, I clicked pay and booked flight.
However, when I received the confirmation email from Opodo it showed I was charged slightly over £4 extra! No where on opodo's website is a telephone number to contact! Only option is a Help centre link, which takes you to a bank of FAQs, or a chat bot. Chose the latter, and as soon as I posed my question, the chat bot referred me to a human agent who came on the chat line and started to dazzle me with lots of figures that I've not even seen or encountered either in their website or during the booking process, to which he says, "therefore we have already given you lots of discounts already, and the price you've paid is the cheapest!"
I told him I'm only prepared to pay the price I was quoted and agreed to. He then said the small extra is the fee! When I asked what fee, he said its stated in the terms and conditions. I told him any such fees must be clear at time of payment, not in small print hidden away via links. I again asked what fee is it, but he refused to clarify, instead he gave me link to a form to escalate my complaint.
I had used Opodo before and had always held this company in high esteem, however I am really appalled at this instance as it's such an unprofessional business practice.
I have completed and submitted the form together with the various print screens of my booking process which clearly showed the price I was quoted right to when I paid, a practice I had always done in case such an incident did take place!
Shame on Opodo who is owned by eDream, as I found out when I completed the complaint form!

  • Hastings Direct

10/17/18

I've just moved over to Hastings Direct, insured both bike and car couple months back, had to add another driver to my car policy, called your customer service, 0333 number, means I'm paying for that call, had to queue, so left phone hanging in queue, tried their website which advised, to use Live Chat, but cannot find your Live Chat button anywhere!
After 42 minutes waiting, call answered, raised my concerns on long wait and non existent Live Chat button, but was basically told being Monday morning, they're busy, nothing he can do with no consideration that I may also be busy. As for non existent Live Chat button, I was finally told supervisor, whom I spoke to later that it may be because I'm using Google Chrome browser and not Explorer! No mention of this in website page at all!
No other reassurances were forthcoming except I was advised to call later on the day and "hopefully" queue will be shorter!
I'm really surprised how your company got so many Customer Service Awards. I now dread having to contact them again if I decide to proceed with adding my additional driver as I would need to repeat this entire charade again.
I will certainly be moving onto another company come renewal time next year.

Tip for consumers:
No idea how this company got so many "Customer Service" awards! certainly not for customer service ...

Service
Value
  • Markerstudy

7/12/18

Like most other drivers (cars and motorbikes), one scours online for the best option, contacts that company, pays the premium, insurance sorted. That was what I did and thought I've done everything correct until I had a minor accident last week.

Immediately, I contacted my broker who past me over to their claims agency who were very helpful and efficient, took all my details and over further two emails, I've provided them with a completed accident report, drawings of the accident scene before and during, a repair report from the dealership of the damages, photos of the damages, photos taken at the scene of the accident and the address of the third party as requested.

At the end of the conversation, I specifically asked if there is anything else I should do, and was calmly assured nothing else, except to be patient as claims may take a while.

About two weeks later, I received a very draconian heavy handed letter from Markerstudy threatening damages and punitive actions because I've not reported the accident to them! I've not even heard of them until I called their office and was told they are my underwriters and in the small print of their policy booklet, which I was not issued, stated that I must report the accident to them too. Whats a underwriter?

On second thoughts, since I've not advised them of the report, I asked how did they know of the accident? I was told my broker had advise them. I immediately retorted, that their policy did not state that I had to "personally" report the accident so if they have already been advised by my broker, that suffice. That stunned them speechless!

Anyway, I proceeded to report the accident again to Markerstudy to keep them happy, but halfway through the lengthy session, I was told they've recorded enough information, they do not need any more information. I offered to send them the drawings, repair estimates etc, but was refused. At the end, I was given another claim's reference number. Now I've TWO claim numbers for a minor accident with a repair bill of £324! Talking about creating red tape!

So whats the reason for Markerstudy throwing it's toys out of the pram? Perhaps they felt snubbed that I've not reported to them first instead of my broker? If that is the case, would they not realised that I dealt with my broker, paid my premium to my broker and got all my insurance documents from my broker might be the reasonable reason why I contacted them in the first place?

Markerstudy proudly states in their policy; " "It is our intention to provide you with the highest level of customer service." is surely a statement of pure fiction.

I contacted my broker and the claims agency about Markerstudy's tantrum and was told that as soon as they've received my accident report, they've emailed same report to Markerstudy, so there's no reason nor need for me having to repeat the same process with them.

I would accept a friendly first letter from Markerstudy to advise they've received notification of an accident from my broker and for me to confirm if that's the case, if so, I am reminded to lodge a report with them too, but to launch into a full tirade of threats and punitive circumstances, on first contact when legally, I do NOT have to repeat the same process with them any way is both infantile, jobs worth and definately not customer friendly unless this is their intention to discourage claims being lodged!

Needless to say, I will definately avoid this company when my bike and car insurance is up for renewal.

Tip for consumers:
Avoid

  • Booking.com

6/10/18

I booked a room in Milth Re di Roma via Booking.com at least 6 months before my trip, however a week before my departure, I got an email from Booking.com stating Milth cannot accommodate my booking and offered me an alternative for over £50 more. At this last minute especially during peak season, it was panic station trying to find alternatives. Furthermore, Booking.com's email stated that I can only file a claim AFTER my trip in which case, I would have to spend all the extra money first before they will "consider" my claim.
Anyway, when I went onto Google review attempting to leave my review of Milth, I was shocked to see a list of other victims scammed in exactly the same way! Even though I'm annoyed but if my cancellation was due to a genuine reason, that's understandable, but it seems it's all a big scam by Milth, yet booking.com is still happy to take bookings on behalf of a ongoing scam! Absolute shameful and disgusting of Milth and booking.com. Avoid both from now on.
Incase booking.com disputes this review, my booking ref is *******611.

Tip for consumers:
Stay away from both Milth Re di Roma (see google reviews for other victims) and definately booking.com or book-a-scam!

  • PayPal

3/3/17

We ordered some Canon replacement inks from a website, paid by PPal. Items arrived, Canon compatibles. Contacted Seller who insists they did not say Canon genuine so they are right. Escalated in Paypal, no option to attach supporting documents which we wanted to forward to Paypal. So we submit anyway, confirmation stated no supporting evidence included!

So we searched all over Paypal help, google etc how to attach documents for transaction dispute, all directs back to same page in resolution centre with NO options given as to how to attach documents to submit.

So we called Paypal, went through all the 6 number coding password, pressing various number options etc until wanting to speak to someone, and we have been waiting for nearly THREE (3) hours now, listening to that dreadful music repeating over and over, still waiting!

An honest straight forward attempt to buy printer inks online has turned into a dreadful nightmare by a cowboy website seller and now aided by a faceless non caring corporate entity, both shrouding the small inconsequential consumer with red tape and delays with the sole intention to deter any complains.

This is the third occasion when I had to use Paypal to resolve claims and though two was successful, it always involves so much time and effort that negates any benefit one expects from an online purchase.

I do hope someone else comes up with a more transparent honest system service of online payment and downgrade Paypal to obscurity.

  • 999inks.co.uk

3/3/17

We ordered two sets of Canon Replacement Ink Cartridges as advertised in their website. However on delivery all was compatible ink cartridges. Even the invoice manifest that accompanied the delivery stated Canon Replacement Ink Cartridges ordered and immediately below that, under Picking list, it states Inkjet compatible ink!

Initially we thought it was a mistake at their warehouse, so we immediately emailed 999inks. No reply so we used their chat option and was told Canon replacements does not mean genuine Canon items! We disagree, as Canon replacements means replacing with Canon items, if not, they should have said Canon compatible replacement inks.

Finally they agreed to accept the items back but then insisted as they have sent us the correct items as ordered, they will not pay for the return postage. We disagree because what was delivered are not what we ordered as stated in their website. Furthermore, as we have already paid £55.49 in good faith for items that we do not want in the first place, we cannot again pay for postage to return the items because how can we be sure after they have received the items back that they decide not to refund us anything at all?

999inks insisted they will only refund on receipt of the items back and will not forward me the prepaid postage labels for me to return the wrong items.

We therefore had no choice but to escalate through Ppal.

All we wanted was a straight forward honest transaction and our first encounter with this cowboy outfit will definitely be our last.

Tip for consumers:
At your own risk! I won't

Service
Value
Shipping
Returns
Quality

Jek Has Earned 8 Votes

Jek F.'s review of Markerstudy earned a Very Helpful vote

Jek F.'s review of PayPal earned 4 Very Helpful votes

Jek F.'s review of Hastings Direct earned 3 Very Helpful votes

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