Gerwyn D.

Apalling.

Helped my elderly mother do an online shop with Morrisons back on June 18th as a first time customer.

Her order turned up half an hour late, in a rented transit van. Not refrigerated in any way whatsoever.

Ice cream completely melted and had she not checked and refrozen this would have been a serious food safety issue.
Limp, dishevelled cauliflower which she would not use
Carrots sweating in the bag
Defrosted breaded fish in a wet box - She had no choice but to cook these and microwave them the next day.

Her reaction is that she wouldn't use any home delivery service again. However having used Ocado, Tesco, Sainsbury and Asda online I have tried to reassure her that this is not normal service.

First I complained online, which said expect a response within 5-7 days (!) which she waited patiently for and received nothing.

I've tried twice trying to get through on the phone but both times have had to give up waiting.

I've followed up the initial complaint with another, and received no reply.
I've sent a direct message via Twitter, and the same via Facebook a few days ago.

No reply.

I sent an email to their Managing Director, David Potts, over a week ago.

No response.

Absolutely shocking. Will be getting in touch with trading standards from here.

Apalling.

I ordered an Estee Lauder perfume gift set. The price was comparable to elsewhere but I chose to order through Escentual due to there being a free 'facial set'.
It came but the free gift wasn't included. I've since had an email exchange with Nikki in customer services who said that there is video of it being packaged, and in other words I must be lying about it!
I have asked for a return out of principle, but received a generic reply.
I am afraid to return the item, as I don't know if I will receive a refund, given their apalling attitude.
Would not go near this company again and I would suggest thinking very carefully about purchasing from them.