Avoid at all cost. Arrogant customer service, parcel left in inaccessible communal area, then dismissive response
One-star review: parcel left in inaccessible communal area, then dismissive response
I placed an order with Redwells and entered clear delivery instructions in the order notes because I am disabled, totally housebound and mostly bedridden. I explained that delivery must be to my flat door, not to the communal lobby, letterboxes or any downstairs “safeplace”.
Their checkout/payment process failed to capture or transmit those order notes when I paid with Apple Pay. I raised this with them helpfully, and they acknowledged that it was useful to know the order notes did not get added when using Apple Pay.
The parcel was then delivered by Royal Mail on Sunday 5 July 2026 and left on the floor by the communal mailboxes. Royal Mail’s email described this as “Safeplace: Enclosed porch”, but I do not have an enclosed porch. The delivery photo showed the parcel downstairs by the communal mailboxes, not at my flat door.
When I raised that this was not delivery into my physical possession under the Consumer Rights Act 2015, Redwells did not properly engage with the issue. Instead, Redwells focused on the fact that I had said my regular postwoman might possibly bring it up if she happened to see it. That was only a hope, not confirmation that I had received the parcel.
When I sent the official Consumer Rights Act links, customer service replied: “I am aware of the law - you are wasting your time emailing me them!”. Would be better to shout it rather than use bolds and exclamation points. Only thing missing was an interrobang with either multiple question marks or exclamation points, don’t you agree?????!!!!!!!
This was very disappointing. I tried to help Redwells identify a technical fault in their own checkout process, but when the delivery failed and the parcel did not reach me, the response became dismissive rather than constructive.
I cannot recommend Redwells based on this experience.
UPDATE:
After I left this factual review, Redwells emailed me again and accused me of “belittle, patronise, condescend and threaten”.
That accusation is false. I did not threaten anyone. I raised a failed delivery, cited the Consumer Rights Act 2015, and described what happened.
The same person had previously thanked me for the detailed information I provided about their Apple Pay/order-notes fault, saying it was “really helpful to know the order notes didn’t get added when using Apple Pay” so they could investigate it.
Redwells also wrote: “I do hope that you find peace with whatever causes you to leave so many negative reviews with no positives.”
That is also false. My Trustpilot profile includes positive reviews, including a five-star review for a family-run pharmacy I have used for years. I leave positive reviews when businesses act properly, and negative reviews when businesses behave badly.
Redwells then wrote: “BECAUSE OF YOUR ATTITUDE, YOU ARE NOW BANNED FROM OUR STORE.”
So after I raised disability-related delivery instructions, identified a checkout fault, explained that the parcel had not been delivered into my physical possession, cited the Consumer Rights Act 2015, and left a factual public review, Redwells responded by attacking my character and banning me from their store.
This update confirms my original review.
