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K J.

2
Level 2 Contributor
Windermere, United Kingdom

Contributor Level

Total Points
1,146

10 Reviews by K

  • Inpost.co.uk

8/10/23

InPost UK Where IS my parcel?
InPost UK Where is my parcel? You were having technical difficulties with your boxes -- you announced this on Twitter, saying sorry and thank you for our patience -- and then you wash your hands of a parcel that you took possession of on January 4th, and then the parcel vanished into the ether.

Because you were having technical difficulties, I never received a confirmation email confirming the parcel had been put into a locker but YOUR CCTV will show that, in fact, I did. My car's GPS history puts me within 10 metres of the inPost Locker bank No. UKKEN*******. Your cameras will show that one of the small lockers popped open and I put my parcel in BUT from there, who knows?

The return was supposed to be collected via EVRI. I registered for a return on EVRI's website, received a label and a QR code, printed the label, attached it to the parcel, and took it to inPost Locker bank No. UKKEN******* in Kendal, Cumbria at the Morrisons supermarket on January 4th at about 11:50 am. I used the QR code sent by EVRI to get one of the drop-off boxes to open. I put the parcel in the box and closed the door as instructed. The screen said that I would receive a confirmation email of my parcel being dropped off. One never came.

I then followed up with retailer who said they'd never received the parcel. When I went to track the parcel, on the Evri website, the tracking number was not recognised. Now here is the rub. Everyone is pointing fingers everywhere here but you kicked me to the curb, saying this was Evri's issue but it's YOURS too!

The parcel was valued at over £100 and it's gone. I've lost the damaged item which was to be credited back upon receipt and I have NO proof that I sent it, that it went or where it is. Really a rubbish system on top of really rubbish service.

THIS SITUATION HAS BECOME SO EGREGIOUS THAT I HAVE FILED A COMPLAINT NOW FILED WITH CITIZENS ADVICE BUREAU.__________________________________________________

UPDATE:

I just received this email from inPost customer support today. It has been cut and pasted verbatim. I don't even know what to say. They've not looked for the item AT ALL and yet they're closing the case because, due to time passed and regardless of the fact they didn't even get to my case, they figure it's sorted out on its own.___

Customer Care has been a lot busier than usual the last few weeks, and as a result we've not managed to look into your request yet. We're really sorry about the delay.

Due to the amount of time passed we are now closing this ticket (*******). If you do still need help, then please just reply to this email to re-open the request, and someone will get back to you as soon as we can.

  • Beauty Bay

1/19/23
Verified purchase

Well, if you've been following the saga...you know that I had a faulty item that I returned to Beauty Bay via their free returns, after they viewed video of the fault, via an email that had all the instructions to return the item via Evri.

Instructions followed, click here, put this number in, get a label, send it back...which I did but, in a nutshell, either Evri or inPost have lost the parcel...I am still working on it from that angle BUT when I contacted Beauty Bay to say have you received the parcel, I got a standard issue reply and when I sent them a message back saying it appeared to be lost, all went RADIO SILENT. So much for their, we'll be back in touch within 24 hours - meh. There is NOT a single way to speak to ANYONE at Beauty Bay (just like Evri, annoyingly enough) and so to the faint hearted, it would appear a dead end and no recourse.

In the end, in desperation, I called Citizens Advice Bureau (CAB) and told them what happened...here's where it gets INTERESTING...

It would transpire that, on the basis of the communication from Beauty Bay asking me to return the faulty item, it IS THEIR PROBLEM. And, on the basis of the Consumer Rights Act 2015, I am entitled to a full refund within 14 days of THEIR EMAIL. This radio silent business now explained and there's been no refund, as of yet.

CAB instructed me to email Beauty Bay and inform them of my rights, set a deadline for them to respond and confirm the refund OR I should go to my credit card company because under the Consumer Credit Act of 1974, section 75, the credit card company MUST act on my behalf and refund me based upon what has transpired. Tomorrow close of business is the deadline I set but considering that Beauty Bay's automatic email says they will be back in touch in 24 hours and it's been 48 hours...

The conclusion is this: All I have to say is that CAB is fantastic and were really helpful. I would also say that any company that does not have live humans to talk to about a problem with a product or service is worth boycotting and I will NEVER buy anything from Beauty Bay again, nor (in the event I have a choice) will I use Evri or inPost again.

Tip for consumers:
Don't.

Products used:
A beauty device.

  • Evri

1/13/23
Verified purchase

Dear Evri,

I had a return for Beauty Bay that was to be returned via their free returns with you. I registered for a return on your website, received a label and a QR code, printed the label, attached it to the parcel, and took it to an inPost box in Kendal, Cumbria at the Morrisons supermarket on January 4th. I used the QR code to get one of the drop-off boxes to open. I put the parcel in the box and closed the door as instructed. The screen said that I would receive a confirmation email of my parcel being dropped off. One never came. I then followed up with Beauty Bay who said they'd never received the parcel. When I went to track the parcel, both on your website and by phone to your computer voice, it's coming up has "HUH?" and not recognised. Beauty Bay don't want to know and quite rightly because this isn't their problem, it's mine. InPost say sorry, this is an Evri thing and I need to talk to you. Now here is the rub. There is no way to talk to you. I tried filling in your complaint form -- it went into the ether. I tried calling customer service to speak to a human -- none exist (or so it would seem). So here I am. The parcel was valued at over £100 and it's gone. I've lost the damaged item which was to be credited back upon receipt and I have NO proof that I sent it, that it went or where it is. Really a rubbish system on top of really rubbish service.__________________________________________________

UPDATE:

Okay, so I found an email address and mobile phone number for the CEO of Evri, Mr. Martijn Delange, online, after a bit of sleuthing and messaged him via text and email.

Initially I received a phone message asking me to email Mr. Delange for this issue to be expedited. After several days of no response, I texted/left a voice mail for Mr. Delange, to say that nothing had happened.

Since then, I have had three correspondence from "Anna" in the CEO executive committee wanting to gather information to trace the parcel. Each time, the question was, "what's the tracking number." Each time it was provided.

Today, however, was a cracker. They couldn't find the parcel; asked for the tracking number AGAIN and said that IF I still required any further assistance to please provide them the TRACKING NUMBER!

The idea that they asked if I still require further assistance when I am still trying to locate my parcel that they have clearly lost, is quite funny because, to date, Evri has not helped me at all.

More to the point, the idea that the Evri CEO executive team cannot locate a parcel when the exact date and time it was delivered to inPost has been provided, that they haven't checked the CCTV from the inPost location to ID what happened to the locker that I put the parcel in, just goes to show how febrile a system they are running and they should be avoided at all costs.

Utterly gobsmacking. Use Evri at your peril.

Tip for consumers:
DON'T USE THEM.

  • Dpdlocal.co.uk

5/15/22
Verified purchase

In a nutshell, I would like to report a theft. DPD Local delivered a parcel today that had been opened prior to delivery with one of the items ordered, removed, that is stolen. I am not pointing fingers at who took the item out of the parcel but all I can say is that the DPD Local driver left the parcel on our mat and the parcel HAD BEEN OPENED prior to delivery (as you can see from the DPD delivery photograph) and the parcel was missing one of the items in the order.

I have contacted both the seller and tried to contact DPD Local to inform them about the issue -- that the parcel had been tampered with by someone, at some point and DPD Local delivered it anyway.

  • LilySilk

3/7/22

While I know that quality silk satin is something to behold, I ordered two pillow cases from LilySilk as a romantic "couple's present" for Valentine's Day, based upon all the LilySilk hype.

Once they were hand washed and dried, it turns out that they were scratchy and not as nice as our existing cotton sateen pillow cases. They were also noisy whey we lay down on them and they made our heads too hot! My husband immediately wanted his old pillow case back and I said that I felt the same way.

I tried to return the pillow cases to LilySilk but they initially refused to even check to see if they were defective. Ultimately they allowed me to send them to their "silk expert" in London who sent pictures back (attached) showing big smear marks and stains that were NOT on the pillow cases when I sent them. We'd only put our heads on them for about 10 minutes and we certainly did not rub the floor or something with them.

I had to have my credit card company arbitrate to get my money back due to the apparently false claims about in the LilySilk advertising, their lame satisfaction guarantees and their seriously poor customer service. In the end, I got my money back but I would NEVER purchase from LilySilk again!

Buyer beware!

-------------------------------------------------------- U P D A T E -------------------------------------------------------

LilySilk are now implying that I washed the pillowcases incorrectly when, in fact, I have and USED silk wash for the purposes of washing the pillowcases... talk about passing the buck.

Tip for consumers:
Don't buy from them.

Products used:
Pillow cases...

Thumbnail of user lilym4
Lily M. – LilySilk Rep

Dear customer,
Thank you for your feedback on Sitejabber.
We feel sorry that the products did not meet your expectations.
There may be some misunderstanding here.

Delicate care is needed with silk products and it need use the special detergent for silk.
Our products are made of grade 6A mulberry silk and most of them own OEKO certification and are safe and healthy for your skin. So you can trust the quality of our products.

We offer a 60-day easy return or exchange guarantee if customers are not completely satisfied with your goods from LILYSILK.

We have tried to locate your order but are unable to find it due to the limited info you left. Could you please provide us with the order number or the email you used to place the order so that we can look into this issue? We will try our best to help solve the problem.

We are very sorry for this unpleasant shopping experience. We will improve the quality of our service so that you can get a better experience.

If you have any problems, please feel free to contact us, we will reply to you within 24 hours on our business days. Here is our email: support@lilysilk.zendesk.com.

Best regards,
LILYSILK Customer Service

  • Yodel UK

11/30/20

Let's start with the big question... where is my delivery which is valued at £225.87 that you CLAIM was delivered to our front porch when no such thing happened. We've been home. We've been waiting for the parcel. So imagine our surprise when the text comes through to say our parcel had been delivered to a "safe place".

Now let's move on to the annoyance factor that now that we're trying to ascertain who has received our parcel instead of us, there is NO ONE to talk to for help.

Your company doesn't even provide proof of delivery in the form of a photo taken to show where a parcel has been left so for all we know the thing is still in the van.

We've canvassed our neighbours and no one in our estate has received it either so where have you, oh Yodel-a-he-ho, left our parcel.

We'd like our parcel. Absent that, we'd like to file a claim but without being a member of Mensa, or an Oxbridge D-Phil we have no idea how to make an inquiry other than to shout at you on social media.

UPDATE ----- I found a customer service number for Yodel and spoke to a representative who indicated that the "GEO TRACKING" indicated the parcel has been left at a property nearly 3 MILES AWAY from our house -- the scan isn't entirely accurate but it looks like it got left at public swimming baths. Excuse me? A public swimming baths 3 MILES AWAY? What a colossal joke. They're going to try and contact the driver to get the parcel retrieved to deliver it to us. It's not like they left it with one of our neighbours but dumped it somewhere that doesn't even have the SAME STREET NAME as ours. Pathetic and inexcusable.

  • eFax

11/17/20

I needed to send a fax... one fax... so I signed up for the free trial period. When I went to cancel, I found I couldn't do it on line so I called customer services which, naturally was not open over the weekend. I took a punt and sent an email which was promptly responded to by Simona B who confirmed my cancellation. She was very pleasant in her approach and handled things quickly. I still wouldn't sign up again because I can't stand that I cannot simply cancel by the way I signed up. A bit backward, antiquated or simply sneeky.

As for the actual technology, the website doesn't look very sleek, the mechanisim looks a bit out-datd in terms of their templates. I don't know if the fax I needed to send actually went because no one ever acknowledged receipt on the receiving end...

So there you go...

  • Car Care Plan

2/18/19

I don't even know where to begin. If I could put down no stars, rather than one, I would because this company is that poor.

Our car is due to be returned to the dealer in 40 days and I filed a claim to have the alloy wheels refurbished in early January. After waiting for written confirmation of a claim number and registered repairer instructions, it subsequently turned out the claim was "lost in the system" and I had to file again.

When I received an email acknowledgement referring to the claim, the email informed me that the alloy insurance underwriter, Elite Insurance, is having financial problems and is either about to go into receivership or is in receivership and we are backlogged in a queue for repairs through the insurer until at least May, which is after we will have returned the car. When I rang Car Care for more information, I was told that the owner of Car Care was releasing new claims to be handled in the order received and subsequent to payment by Elite for the claims processed thus far. At that moment, the customer service operator told me that they were nearly a year behind, so (basically) I was joining the queue.

In the course of trying to negotiate a more satisfactory outcome, I was lied to on the phone and via email by Car Care employees. Ultimately, I received an email instructing me to get a quotation for the four alloys to be repaired and that we will be "approved" for up to £110 per alloy, including VAT for the repairs.

What they don't say is that we will have to front the money ourselves and become one of Elite Insurance's many creditors rather than being reimbursed for the work when we have it completed.

This is not something we expected when we took out the insurance policy and it's simply not a satisfactory outcome. These problems are not our problems and Car Care Plan should ultimately take responsibility for making sure its customers are being looked after properly.

We have informed Land Rover that Car Care Plan's policy isn't worth anything and they should stop selling it because the binding insurance agreement isn't worth the paper it's printed on.

I have also just filed a complaint with the Financial Conduct Authority's Ombudsman Service and advise anyone else who has had a similar experience to do the same because until such time companies like this will be allowed to operate unchecked and this kind of poor customer service will continue.

Alternatively, if you are considering taking out a policy with Car Care Plan, I would think again because there are a multitude of similar cases to ours, as you can see for yourself.______________________________________________________________

There's been an update:

Our complaint here got the attention of Care Care Plan and the administrators just after our review was posted here. After a flurry of emails, I can say that nothing has changed but in each exchange it was a bit like Groundhog Day. Each communication kept saying that we had two options: 1) to get a quote (which became two quotes as the communications continued) to be approved and get the work done independently, submit receipts to be paid at some point down the line, although never expressly communicated when; or 2) wait our turn and take the assigned slot which would take place once Car Care released our claim to the repairers on May 1st. In each instance, I wrote back and said that we wouldn't have the car in May and that now, with the amount of time that had passed, we didn't have time to organise the TWO quotations, the approvals and the work to be done before we returned the car. The only conclusion I can draw is that they were ringing the process out for as long as possible to avoid a satisfactory outcome for us, the customers.

The final email from the administrators actually offered us the option of complaining to the FCA, which we had already done, but it was said in a manner which implied they had done everything they could to satisfy an ornery customer rather than they'd played a crafty game which is what they did.

  • Viagogo UK

4/10/17

Because viagogo is based in Switzerland, the company does not fall under the authority of the EU and, thus, is immune from prosecution under UK and EU trading standards and e-commerce regulation. I was directed by the UK and EU authorities to contact the Swiss State Secretariat for Economic Affairs to lodge a complaint about a problem I had with viagogo. The following letter is the response that I received from the organisation and it shows how risky it is to make a purchase through viagogo. Most worryingly, if your event is cancelled or the date rescheduled, viagogo does not have to issue you a refund under the company's guidelines. So you buy tickets to a concert from viagogo, and the event gets postponed or cancelled -- basically you've flushed that money, according to what the Swiss officials say below. Customer beware!______________________________

Thank you for your message concerning the company Viagogo. The named company is known to our government agency as we have already received several complaints against their practices.

Viagogo is not an official ticket office but a website for ticket reselling. According to the terms and conditions of Viagogo, they only grant a refund for tickets, which have not been delivered or in case access to an event is not granted. However, Viagogo does not compensate its customers for travelling costs, hotel reservations, etc. and does not refund tickets if the event has been postponed to another date.

Based on the Federal Act against Unfair Competition, our government agency has taken the appropriate measures in order for Viagogo to change their business practices and to inform about their services and prices in a transparent manner.

Unfortunately, the State Secretariat for Economic Affairs SECO is neither entitled to act on behalf of individual complaints or private ligitation nor to ask a refund of already paid money amounts. However, your complaint has been registered in our data base and is hopefully going to help proving a violation of collective interests of consumers.

We regret not being of greater assistance in this matter.

Kind regards

Federal Department of Economic Affairs,
Education and Research EAER
State Secretariat for Economic Affairs SECO
Secretariat for Legal Affairs
Holzikofenweg 36
3003 Bern
*******@seco.admin.ch
www.seco.admin.ch

  • Viagogo

3/20/17

This is the email that I sent to CEO Eric Baker regarding our bad experience.

I am writing you regarding an order I placed on February 11th, 2017 for tickets to see Hedda Gabler, at the Lyttleton Theatre, London, for the matinee performance on Tuesday, March 21st, 2017 which you have not been able to make good with the tickets associated with this order. I am sending this letter to you, because I think, as corporate head of viagogo, you should know what is happening on your watch.

I have only just been informed this afternoon, less than 48 hours prior to the event, that there are no alternative tickets that you can offer and your customer service department says that you're sorry. While an apology is an appropriate thing to communicate in this instance, your company has misrepresented and defrauded us into thinking that you could be trusted with making a bonafide purchase marked as order confirmed on your website so that we could then make travel arrangements to attend this event. We live in the North of England and made train travel arrangements and booked hotel accommodations on the back of this ticket purchase all because we thought we indeed had tickets to Hedda Gabler.

If your customer service department had informed us in an appropriate time frame, we would not have incurred these additional damages because we would not have purchased the train tickets, nor would we have booked a hotel; however, because your company did not inform us appropriately, we have incurred the additional expense of 176.90 GBP for the non-refundable train tickets, which by terms of your contractual obligations amount to additional damages, notwithstanding the immeasurable cost associated with disappointment. Further to this point, your company failed to properly inform us that there was a problem with the seller who, evidently NEVER had the tickets as advertised.

This last week, I became increasingly concerned that we had not yet received our tickets but when I tried calling customer services, I was referred to sending an email since my event was more than 72 hours away. I sent an email last Thursday, which went unreplied. I then called yesterday and spoke to a gentleman in customer services twice: the first time, I expected a return phone call and when it was not received, I called again. I spoke to the same representative and was informed that my order had been flagged and that someone would email me this morning with "alternative" tickets to still be able to attend the event and that it would be sorted out.

As of 1 PM this afternoon, I had no email and only after chasing the situation myself do I find out that there are no tickets and there never were any as advertised. If I hadn't been on top of this, when would someone have been in touch to inform us of the circumstances?

With the respect of being informed, even now, your website says that ""Order Confirmed" Congratulations! You're on your way to see Hedda Gabler at Lyttelton (National Theatre)!" which is not only inaccurate but is an absolute and shameful misrepresentation as you do not and never had the tickets that were sold to us.

Regarding the tickets being refunded, that is not satisfactory compensation as your company has waited until the LAST possible minute to inform us that you are unable to make good on alternative tickets to attend the event and we have gone to expense as a result of your "Viagogo Guarantee which gave us unfounded confidence that you would provide the service you advertised.

Please be in touch to tell me how you intend to make good on this situation and to assure me that this incident will be properly investigated because your company's inability to make good is utterly inexcusable and should result in a review as well as appropriate compensation to us for the inconvenience caused.

K Has Earned 24 Votes

K J.'s review of Viagogo earned 8 Very Helpful votes

K J.'s review of Viagogo UK earned 2 Very Helpful votes

K J.'s review of Yodel UK earned 2 Very Helpful votes

K J.'s review of LilySilk earned 3 Very Helpful votes

K J.'s review of Beauty Bay earned a Very Helpful vote

K J.'s review of Car Care Plan earned 6 Very Helpful votes

K J.'s review of inpost.co.uk earned 2 Very Helpful votes

K Has Received 1 Thank You

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Lisa O. thanked you for your review of Yodel UK

“Try looking up resolver on Google they tke complaints direcr to the company or u can sue them. That's what I'm going to do they a joke.”

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