“Problems with every stage listed below…
Order, Cancelling Order, Delivery, Obtaining Refund, Speaking with Customer Service, Complaint Handling.
Wish I’d gone to Charles & Ivy”
“Placed 2 orders on 16th August 2022 and still not received them, tried calling numerous times and can,t get through, emailed them and no reply, customer service is very poor.”
“It has been exactly 2 months today since I placed my order. I have been chasing several times via phone, live chat and email for an update. I ordered a new garden becuase I got broken into and feel unsafe. This is making my situation worst and it seems that they do not care.”
“Ordered in good faith.
Did not realise needed to put together from scratch - this did'nt work for me.
Sent emails before order was dispatched to cancel and get refund.
Got generic replies with flowers emojis wishing me peace etc?!
In the end as was at hospital appt with father, item delivered! Clearly emails ignored. Now left with poorly packaged items, have notified local Trading Standards. You cannot call as their lines supposedly 'down for maintenance', cannot email as no actual responses to the issue raised, tried online chat, again auto responses. Funny how before purchasing I could get through on the same number.
Do not purchase anything from this shockingly bad company. I rang Charles and Ivy who maybe double the price but at least you can speak with humans and their quality of service/products are superior.”
“After an awful experience with a gate order I should've known better than to order again.
I ordered 2x16mm trellises. They arrived within 2 weeks but I didn't unpack properly only had a wee peek. When I opened this morning was so disappointed to find the 2 packages delivered each contained 3x5mm trellises! So I now have 6 of the wrong size! Customer service appalling!!!”
“Along with everyone else. Paid in good faith. Customer service is possibly the worst I have ever experienced. Still no product, no communication and referring to trading standards and the ombudsman.”
“Received the slippers 3 sizes smaller than ordered and also nothing like that picture. Cheap cheap quality that you can buy in Poundland for a quid. Also not responding complaint about them being UK36 instead of 39 I ordered. 3 emails sent, no reply, no option to send backk. Avoid”
“I placed 4 orders with this company. The first order was 4th July. They failed to supply my goods and give me a refund. They just continue to ignore my emails. I have contacted my credit card company to help me get a refund. I hope people stock ordering from this company.”
“Absolutely disgusting customer service. Ordered my screen, no delivery. Chased and chased and chased via email, phone, Messenger. Either no reply at times and left hanging or when did reply, it was to fob me off with delays. Requested refund as clearly goods were never going to show up. More chasing, chasing, chasing, then ‘the refund manager is off sick’ (why they couldn’t have refunded before I don’t know). Now escalating to the Consumer Ombudsman as they still have money 2 months later and I still have no screen and no refund.”
“Definitely a fraud, order placed on the 1st of July, consistently delayed, until I was left with no news at all.
My order obviously never arrived and I wasn’t refunded, in spite of multiple queries.
An incredible number of customers seem to be reporting the same issue on most common reviewing websites (e.g. trustpilot, google, reviews.io etc).
Avoid!”
“Stay away from this company, i ordered a trelis on the 27th july after the 2 to 5days delivery they claim to deliver, i got in touch they told me it was delayed because i ordered something they didn't have in stock , even though it was in the sale . They said it would be sent as urgent on the 1st sep , its now the 8th and they are ignoring me . Stay away don't be stupid like me ...”
“I have ordered in July a screen and 2 posts, the order was not delivered in time because the screen was out of stock.I had to postpone the order and change the screen with the available screen. While waiting the delivery I was informed the posts were not in stock. Had to cancel the order. I am waiting now for a refund meanwhile I white to EEC, ECCUK, posted reviews on Facebook and Instagram as I found out that many of their customers are in my situation. I only cannot understand how this company still exists and every day they make another victims.”
“DO NOT USE THIS COMPANY, they are CRIMINAL FRAUDSTERS nothing else!
Placed an ordered and paid for it, they said it was ready for collection by express courior, but nothing since. I have spent 2 weeks emailing and phoning and using online chat, chasing my order but all to no avail.
They have taken my money and now won't talk to me, dispite me requesting a full refund...NOTHING.
Now persuing a section 75 claim on my credit card.”
“Hi I returned a parcel back to screen with envy on 01-08-22 by parcel force and the parcel could be tracked, it was received by them 03-08-22, I have emailed them three times and spoke to someone on the phone and all I get is another enquire number that they have sent this query to a investigation staff , this now September and still have not received our money back yet”
“Along with everyone else, they took my money and then heard nothing. They don’t answer the phone or respond to emails or chatbot.
Have just informed bank to recover the money paid as a scam. Suggest you all do the same! Good luck!”
“Ordered from them in the past with no issue, so in July placed another order. 4 weeks on the order hasn't been received - no answer on their telephone or email. Delivery company haven't got the items even though I've been sent a tracking number. Website is still running and they are taking orders and your money, but not delivering anything.”
