Tim White

The installation was fine, and incredibly good value, but I'd be a lot happier if I could actually register the battery to get the advertised 10 year warranty (otherwise there's a 3 year penalty). I'd also like to know how I can amend the charging period - set up on installation - when I change tariffs or my energy provider changes cheap periods. I've also found the Solis inverter app to be pretty hopeless and often just wrong, and the data shown by the wonderful existing Zappi EV charging app that I never got an answer on, is corrupted by the installation. So now I have two apps, neither of which correctly shows me the complete picture of what's happening.
A month after instal, I'm still waiting for the electrical certificate for building regulations, to be provided with the correct address.

Our first order was placed because the product range was good and represented excellent value. Everything was well packed. There will be more orders.

Product seems great, but a shame about Yodel: came within advised window, but left on damp earth to the side of the front door underneath the post box without ringing the doorbell. Only realised it had been delivered when I saw their email an hour later.

Great service. Products were reasonably well packed.
Toolstation are hard to beat, especially with home delivery.

Really helpful tariff change - as the email says - one click away - though more than one click, it was simple. Thank you.

Disappointing. Ordered 2 packs of in stock item and received acknowledgement. After 7 days enquired and 'a delivery has just arrived putting us back into stock'. Delivery of 1 pack a couple of days later with hand written note the stock was limited so other pack would be refunded. After 10 days I enquired about the refund and received a credit note.

I'm not sure why a river cruise deserves the 'cruise' higher risk classification surcharge. This wasn't explained when I was told my insurance didn't cover it. Have since changed to a single trip cover with Avanti and now get emails and texts reminding me that my annual cover is about to expire. Not quite joined up.

I've noticed the customer service is no longer 'great' and the very opposite of 'prompt'. Mistakes like treating a clearly labelled quarterly solar generation reading as a gas reading, and missing a FiT payment reveal cracks. Phone calls are answered promptly but if they have to get back to you, be prepared for a 10-14 day wait. We bought an EV 3 months ago so I tried to switch to the Intelligent Octopus tariff and it took weeks to sort it out, only to find when they did that they had withdrawn our car from the list. In the process I requested a change to a fixed gas tariff which they ignored. They are good at apologising for delays due to the 'huge incoming' but not good at dealing with it.

Our development's accounts end in September and in the first 3 years were published between December and March, so that the credit due from the over-budgetted charges can be deducted from the half year's payment due by 1st April. This year FirstPort delayed the publication and credit to 5th April, leaving this as a credit on our fully paid up accounts. I was told this could be refunded within 10 working days, and I asked for it to be refunded. After 3 weeks I complained that I'd not received it, and was told it would take a further 10 working days for it to be investigated and resolved. True to form, another 2+ weeks on, I've heard nothing more. No-one is saying customers are not fully entitled to it, but it seems FirstPort feel that withholding the excess charge for another 6 months is more important than treating its customer's fairly.

Great for speed, though it would have been 5 stars if I hadn't had 3 emails and 2 SMS messages from Evri to advise the stages of collection and delivery to my chosen Toolstation branch. Not needed when I've got Toolstation emails confirming the order and confirming the stock available for collection, not to mention a request for a TrustPilot review while it was still in transit.

Complex and poorly written interface, so great difficulty with uploading, password, phraseology, terminology, contradictory and confusing language and over-complicated process e.g. it asks to activate too early, asks for codes in an outer envelope when there is no outer envelope A miracle that took 3 of us to interpret.

A good experience. It's a shame the tap cannot be bought separately, as it's packed on it's own within the kit.

I ordered a mains-powered pump and it's such good value. I'm impressed by this company.

Samsung phone arrived intended for eastern EU distribution, modified with addition of 3 pin plug. Card inside advised where to get manual but it's not available. Asked Laptops Direct on live chat whether they could supply manual, and told they were too busy and referred to support website. More impressed with phone than Laptops Direct.

I contacted Hozelock for advice and Jade responded quickly with a possible parts failure diagnosis. Once I had sent purchase verification establishing it was still under warranty, a new part was sent. Brilliant service builds trust in Hozelock.

I have been asking FirstPort some awkward questions about the accounts since last December, but for all the claims of excellent communication and customer service, they seem incapable of doing any more than the occasional acknowledgement, but mostly ignore my emails. They are running scared and hoping I will go away if they keep ignoring me. The Property Manager flagged a site visit on 10th March and I responded, with an additional email. She didn't acknowledge it and didn't turn up. There was no apology either before or after. I emailed - and got no reply. I think she's left the company, but as they have no-one else, her name has been left on the system along with all the phantom orders from 2018-19 for services we've been charged for but not received. I emailed help@FirstPort and feedback@FirstPort, but again there's no response. FirstPort only took over our site 3 years ago, but already the accounts are in a mess, we have lost our landscape contractor and 4 Property Managers. With lack of continuity and a management turnover like that it's no wonder no-one has the time to do anything properly, if it all. This is a company in crisis from over-expansion which we are paying for.