“To those that are suggesting that the "lost" Tuffnells parcels are actually been sold by the drivers, I can confirm this is correct. They often come into my place of work and sell them to my factory workers: beds, bikes, rolls of flooring, it's all up for grabs. The whole company is rotten to the core.”
“Never in my life have I had the misfortune to experience such appalling service as with Tuffnell's.
They don't show up. They don't contact. When I try to contact them to inquire as to what has happened to my order, there is no communication. It took me a few unsuccessful tries before realising that my emails were not being read by any person – I was communicating with a robot, that sent back automated stock-answer unhelpful responses with "Regards, [some random name]" at the end of each, as if it were from a person.
Not only incompetent, but deceitful and shameless. I spent over £100 on my order and it's looking like I'm never going to actually receive it. The company I ordered from are by all accounts a good company, but if they're using Tuffnell's as their delivery service, I can never use them again.”
“This company have a driver that is a liar and a thief.
Tracking is poor with little info on tracking with out for delivery and delivered and no proof of signature or photos of any item that this driver claims to have delivered.
I would stay away from this courier company and avoid using their service.
No customer service contact number and you can only send emails. What a joke.
I feel suspicious of this driver that assigned to delivery my expected parcel.
Please provide proof that the item was delivered”
“Horrendous. Absolutely horrendous on every level. Had a load which was due to be delivered on 15th June only to be told that they'd not loaded half of the load on to their lorry. It was then supposed to be delivered on the 16th June and again, it never appeared. Now on the 17th, I still don't know where my delivery is because they wont answer the phone, they wont respond to messages sent and I even resorted to Tweeting them which again, when un-responded to. This missing delivery has cost us around £700.00 in labour costs and hotel costs which we wont get back.
Their lack of customer service is shocking and if I could give them a -10 review, that still wouldn't be low enough. To continuously hear "Your call is important to us" when you've been on hold for over an hour throughout the day, is laughable. They also cut you off after being on hold for over half an hour...”
“Did not receive parcel at all after 3 days ,this is not a one off the last time they damaged the parcel and it had to go back it is is impossible to speak to them you would have more chance speaking with the queen ,these people are bad news check out you tube and see your parcels getting thrown into a van off the wagon no one is catching them ! this is what you call job satisfaction!!”
“2 of 3 parcels dropped off one was damaged with the box wide open. Driver said "depo was chaos and was surprised they could find anything in there". Waited for delivery, 3 days passed and no delivery so company had to resend item on next day service, that was 5 days ago, they lied and said a card was left on the 14th but someone is always home (and no card), then they said it was out for delivery 15th, it didn't turn up on the 15th but then the tracking states it was delivered on the 14th. Company now re-chasing.
The item isn't small by any means so it's unusual that it could first go missing then the 2nd time lied about the delivery, I asked if they had any proof of delivery or a card being left, of course they don't. Are they stealing the shipments?”
“I will be reporting my issue with this company to the police!
I am utterly appalled at the service, attitude and seemingly total lack of competence of this company and their basic acceptance of their company's issues without any sign of them rectifying the problem or even caring.
:-/”
“4months ago 1 large birdbath with cherubs around the middle and 2 large owl planters...all about 3 foot high disappeared from the face of the earth via Tuffnells...on their way to me from the Isle of Wight to South Wales..I have the consignment number...the tracking number ..the collection note details..and sent photos of the 3 stone garden ornaments to all depots...these items were left to me by my dying father as they were his last wishes to me...last known siting Andover depot but did not leave Andover depot...so after investigation by certain legal persons the company will not cooperate...therefore I have to live with the fact that my dear father has been robbed of his wishes and that my inheritance has vanished into thin air.This has caused unbelievable upset to me personally and I am now contacting victim support as it is having a very bad effect upon my mental health...this has all been caused by a company which puts up the shutters and will not investigate their incompetent drivers...it is quite obvious that the 3 garden ornaments have been stolen by an employee for their own financial gain...do keep an eye out for the said garden items which now may inexplicably appear in a car boot sale.I urge anyone who is thinking about using this company to please consider the damage that they have caused not just to me but to so many other trusting members of the public who it seems are not the priority of Tuffnells.DO NOT USE TUFFNELLS”
“THEY WILL STEAL YOUR STUFF!!!! After weeks of being fobbed off by 'customer service' representatives and being told that my paddleboard has been scanned at a location nearby but will just take some time to deliver, I've now been told that my 12 foot board in a bright red board bag has been 'lost'. How on earth do you lose a 12 foot paddleboard in a fire engine red bag!? The answer is: you don't. Some sticky fingered piece of trash driver has decided he'll get himself a nice new board at my expense. ABSOLUTE THIEVES! The company won't help you at all and just protect their thieving drivers. AVOID AT ALL COSTS UNLESS YOU WANT YOUR STUFF STOLEN!!!”
“Never I have I ever experienced such incompetence in a company! Ordered a bed online was given a tracking number that states " we do not have this consignment" waited 6 days for a 24hour service and when it was delivered it had been dropped and the bed was damaged, contacted supplier who quickly arranged another to be sent within 24hours,another tracking number that didn't work and a bed that wasn't delivered. called Tuffnells and finally got through 5 days after it should have been delivered to be told it was in the depot waiting instruction from the sender?? And that as I'm not the account holder,the sender is, they cannot deal with me.
Contacted the sender who has had to send out a third bed, thankfully it was delivered this morning in tact but I would never ever recommend Tuffnells to anyone and any purchases in future, I'll be checking who they use as a courier. To any businesses out there if you value your customers DONT use Tuffnells its not worth the headache.”
“Consignment Numbers:
AS14325 (URN: 3429529726239633)
MH63087 (URN unknown to me)
MH66048 (URN unknown to me)
Towards the end of April, Tuffnells lost/stole/misdelivered three consignments with a combined value of nearly £500. The first (AS14325) was a 2 metre long 15kg aluminium bar. The second (MH63087) was a 40kg plate glass door. The third (MH66048) was another plate glass door, a replacement for the second and it was lost/stolen/misdelivered again!! The first two consignments were out for delivery on the same day. None of these consignments ever arrived. I immediately emailed my local depot (Andover) and got this rather shabby reply: ‘Good Morning Please ne advised the depot cant get hold of the driver, i will update when they do. Kind Regards Tracy’. No one has ever got back to me. I suppose Tracy MIGHT have been overworked due to Covid so I should cut her some slack. . . Incidentally, the Tuffnells ‘tracking’ of the drop, as it was operating at that time, was worthless. Due to Covid, the drivers were understandably ‘signing’ for the drops themselves but unfortunately they weren’t taking pictures of the items at the drop to provide alternative proof that the delivery had been correctly made. Even Hermes are together enough to have their drivers take a picture at the drop (for example, the consignment propped against a gate or front door) to replace the consignee’s signature as proof of delivery. Without such proof the Tuffnells final tracking, at that time, was worthless. For all I know, it still is.
How the h*ll do you ‘lose’ 2 plate glass doors and a big chunk of aluminium? What black hole have my precious consignments fallen into? I notified all relevant parties immediately the consignments went missing. In fact I flagged the problem mid-morning on both occasions, hours before the delivery teams would have headed back to the depot. If the consignments were misdelivered, why didn’t somebody go straight back to the drop, retrieve the items, and deliver them to me?
Due to Covid, I have cut a few merchants and service-providers some slack recently, and I believe the same has been done for me. However, I’m having trouble seeing how Covid could have had a significant adverse effect in this case with Tuffnells. If the consignments got as far as being loaded into the van, then the rest was easy. I know delivery work can be difficult because I’ve done it myself, but because everyone was on lockdown, the roads were clear at that time. It was courier heaven! Moreover, I don’t believe Covid was affecting Google Maps, or GPS. It wasn’t causing the delivery vehicle to become suddenly unreliable. It wasn’t stopping the courier team calling me for directions at the drop point. And Covid wasn’t stopping them pointing a phone at the drop for a couple of seconds to get a quick snap as proof of delivery. In fact, I have my doubts that the consignments ever even got as far as any attempted delivery. And this doubt has been amplified by the deafening silence from Tuffnells admin/management, regarding the problem.
I am disappointed and angry with Tuffnells because weeks have gone by and they have given no indication of investigating the problem. If the items were misdelivered I would like to see proof of where, so I can go round and bang heads together, or perhaps get Hampshire Police to bang heads together for me. Though it’s probably a bit late for that now. Are Tuffnells delivery vehicles tracked? BTW I have checked on the likely candidates for misdelivery in my area and come up with nothing, but unfortunately some of them are scumbags and can’t be trusted. Besides suffering a lot of inconvenience – the aluminium was destined for a customer refurb – I am also going to suffer financial loss because, it looks like aluminiumwarehouse.co.uk are not going to issue a refund. The poor reviews for Tuffnells go way back beyond Covid. Tuffnells, please sort out your business. I now have no choice but to avoid merchants who use Tuffnells.”
“We run a business and twice they have let us down. Booked collection. Didn’t happen. Promised collection for the next day. Still no collection. This was for five parcels costing £136 for their collection. Resulted in us losing £2000 of business. Disgraceful customer service. Avoid at all costs.”
“Tuff Sh1te
Everything I’ve read about Tuffnells appears to be correct. I have been trying to contact them six days now without them success either by phone or Internet, they just don’t respond. I’ve managed to find some directors email addresses I’ve sent them a few hundred also without response.
Please feel free to email them.
Joanna.dawson at tuffnells.co.uk
Jose.garat at tuffnells.co.uk
Michael.holt at tuffnells.co.uk
Charles.rolandi at tuffnells.co.uk
Christopher.tresadern at tuffnells.co.uk
Alastair.watson at tuffnells.co.uk
allan.blakely at tuffnells.co.uk
Ian.brewer at tuffnells.co.uk
Apparently not allowed to put email addresses on Trust Pilot
So feel free not to send them a few hundred emails.
Coronavirus is a godsend for this shower, a great excuse for their rubbish service. However I contacted their sales team with a bogus enquiry this morning and you’ll never believe it I had a reply within under 40 minutes.
Just goes to show they can reply when there’s the possibility of a few more quid to be had for the greedy fockers.”
“Got notification that my parcel would be delivered today.
Got notification around 7pm that it was delivered successfully.
No parcel was delivered, they lied.”
“Blaming COVID19 as your default answer to not getting customer signatures as proof that you’ve delivered one of our consignments that we ENTRUSTED to you. I get it that you have to acknowledge social distancing and safety must be paramount. However, come up with another method of recording the delivery as being made. Get your driver a cheap camera or ask them to use their smart phone. It’s cost my already struggling company £800 today today to reimburse a customer who says that they haven’t received their delivery. The depot general manager is standing by his driver (no surprise there). Tuffnells response? That’s the way it is for now. No compensation no nothing. YOU HAVE A DUTY OF CARE TO DELIVER. STOP BLAMING COVID 19 FOR YOUR INADEQUATE SERVICE 😡😡😡
Google review next, doubt it’ll make a difference as you’ve only got 1.5 stars already”
“Somebody should sue this company. It has the most unprofessional work ethic I have ever experience.
The delivered a large parcel smelling of urine and when I tried to return it they failed to show up 3 times!! Making me and my housemates wait around all day for them. Despicable.
Avoid these people, evidently is a company ran by monkeys.”
“The item was dispatched by the e-bay seller on time, however this courier company kept holding it and they failed to deliver on time. Their local deport in Kent did not answer calls and phone to the customer service was transferred to India call centre, which were not able to resolve . They were unable to explain why the delivery has not come on time, although their system stated it was out for delivery, but did not come. Poorly managed company, avoid . They do not understand the importance of customers.”
“Received message my large items (garden fence) were delivered - "Proof of delivery photo" - attached - is nothing like the outside of my property or any of the neighbours and looks more like the inside of a van? So delivered to who?
Besides I have been at home all day and nobody showed up.
Appalling service”
